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Esim card for new phone

Ying20109
Good Citizen / Bon Citoyen

I am a current subscriber. I got  a new phone today. I cannot use my app to get a new esim card. Every time,

I open my app, it always let me to choose plan first. I am already a subscriber. I only neet to get a new esim card

for my phone. Please help me on that as soon as possible. 

5 REPLIES 5

Ying20109
Good Citizen / Bon Citoyen

After almost one day, I am still stuck in here. Both website and app keep telling me to complete activation while

I am already a subscriber. I think PM's software treat me as new customer because I got new phone yesterday. That is really frustrating. I tried add-on, only long distance, roam etc, but not esim card. I need phone to work, but wait here for customer service's crawling response. 

hi @Ying20109 

it looks like the system is not recognizing your login.  You have to sort it out with PM support first.  Once sorted, you can then download the app on the new phone, buy another esim (with reimbursement after) for the new phone

To get to PM support agent,  you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage            

  

  

Ying20109
Good Citizen / Bon Citoyen

I am a current PM user. I barely use its app. My old phone used esim card. Today, I get new phone. I try to add esim card in new phone. I've followed leads here. But, both app and website keep treating me as new subscriber. I canot access my account. 

They keep asking me subscribe plan first. Numerous times! IPlease help me.  

hTideGnow
Mayor / Maire

hi @Ying20109 the error means PM cannot find your My Account from the login and you need PM support to help .   you can  submit by direct message:  

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

Support will reply via Community inbox here within 2 to 4 hours:

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

Chalupa_Batman
Mayor / Maire

If it's saying that, then something is wrong with the account and email set up.

You can submit  ticket by direct message:  

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       

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