Device not eSIM supported need to change to SIM Card

[CP_goalie]

hi…I placed my order and signed up for my account thinking my iPhone was eSIM compatible it wasn’t until I went to complete the process that I made aware that it was not eSIM compatible. The message I received said to contact customer service to cancel the order and be able to start a new order to get a SIM card
How do I complete this?

Thank you 

[BKNS27]

@CP_goalie 

You must have an older iPhone than the iPhone XS. 
To contact a CS_Agent. You can dm them directly.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

But before you contact them. You should pickup a SIM first so they can help you in switching from eSIM to SIM.

You can go to a Telus/Koodo/Mobile Klinik store and pick one up for $10 or from Amazon $5. Keep in mind that if you order one from PM…it may take up to 3 weeks to arrive but it normally takes about 10 business days (2 weeks).

Once you have the SIM in hand. Contact a CS_Agent.

[CP_goalie]

Thanks. I had assumed the same as it’s an iPhone 8 plus

[Chalupa_Batman]

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@CP_goalie wrote:

hi…I placed my order and signed up for my account thinking my iPhone was eSIM compatible it wasn’t until I went to complete the process that I made aware that it was not eSIM compatible. The message I received said to contact customer service to cancel the order and be able to start a new order to get a SIM card
How do I complete this?

Thank you 

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Hello @CP_goalie 

Which iPhone do you have? As most iPhones can do eSIM, I'm thinking this might be an error. 

Please use the chatbot to open a ticket: https://widget.telus.tiia.ai/publicmobile/publicmobile.html?lang=en

If you receive an error message that you are unable to open a ticket, send a private message to a CS_Agent: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage