E sim did not activate

[Ds1709]

I just purchased a new subscription, my e sim was not activated, now I cannot log into my account. As it’s sending the otp to the new phone number which isn’t even installed on the phone.

please help.

[slusagm]

don't tell me you deleted the PM esim, you shoudn't

now, you need to ask PM to help, they are the only one able to help at this point

  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket.  So, you will need to message them here:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here:
      https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Ds1709]

I have an iphone 14 pro max, i had deleted all the esim, it shows it is activated but it does not work. i am unable to log into my account because it is only sending the code to the phone number.

[slusagm]

can you tell us more what you tried? and what phone you have? and if you see the esim on the phone? is it enabled? you just said tried and doesn't work and that did not give us much details to help

[Ds1709]

tried, doesn’t work.

[BKNS27]

@Ds1709 

Was the eSIM added in the cellular setting?

If it was then you will need to contact a CS_Agent to help you. Staff hours are 9:00am to 10:00pm EST.

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

[slusagm]

iPhone or Anrdoid?

and the esim shows up on the phone?  is it enabled?  

make sure you removed the old sim card or disable the old provider esim, then reboot phone and try

[Ds1709]

I have and it still doesn’t activate

[BKNS27]

@Ds1709 

Did you scan the eSIM QR code sent to your email?