Esim Incompatible

[KomaKutie]

I got a plan for 5g and when I checked if my Esim was compatible with the IMEI it said my phone is compatible with Esim but when I purchased the plan and had to go into the phone app to complete my Esim process it said my Esim is incompatible, what can i do? It won't let me cancel my plan either I need help ASAP please

[softech · Accepted solution]

@KomaKutie 

as said above, Canadian mode S20 does not have esim support , this is not a PM issue or the device.  You can get a physical sim card and ask agent to help you to update the sim card number

or you can message support and ask for refund if you want
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

[KomaKutie]

if I explain this whole situation to someone at Telus will it work?

[KomaKutie]

Theres no such thing as a SIM card manager on my Samsung S20. How can I cancel my plan? They charged my card for the amount so I should have a subscription but when I checked the subscription tab on here it says I have nothing. I really need help I needed this Mobile Data for work and Im stressing out 

[softech]

@KomaKutie 

you have an S20?  Canadian models of the Samsung S20 do not support eSIM, while other international models do.

you might need to buy a physical sim card from Telus or Koodo store, then ask agent to update the sim card number on the account for you

[softech]

@KomaKutie 

Settings > Connections > Sim card manager

see if there is a Public Mobile esim there and check if it is enabled

if not there, then please open ticket with PM support

[KomaKutie]

Where can I find sim card status on Samsung?

[softech]

@KomaKutie 

did you get to Step 6 of the subscription process yet?

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM support using Chatbot:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Login" and finally click "Click here to submit a ticket ↗" 
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there