Esim not delivered

[allenh]

I ordered a new esim this morning July 17 2026 . I still have not received an email with confirmation  of purchase and a QR code ?  The esim was also not on my new phone Ive tried to submit a ticket but cannot keeps saying error after filling out the form multiple time

[softech]

@allenh 

don't delete the PM esim from the old phone, you still need it to get the 2FA code.  

What you need to do is to buy the esim for the new phone.  Download the app on your new phone and login. 
(the 2FA code should send to you via SMS to your old phone as you have the esim installed there.   But if you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either "Send email" or "Send Voice Message")

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM.   Wait for the app to confirm your phone is eSIM compatible, click Pay $  and Install and follow the prompt to complete and purchase and install eSIM on your device

[allenh]

I pulled the physical SIM card out of my old  I phone turned off the wifi and I still have data and able to get email and  browse so an esim has been installed on my old phone but I just can't transfer the esim to my new phone should I  reset my new iPhone to factory and try reinstalling all my information from iCloud on my new phone 

[allenh]

Yes my thoughts exactly I did order a new esim on the new phone but under cellular  settings it lists my phone number from public but no sim The new phone only  accepts an esim . I can't delete the phone number from settings or set up cellular and I dont want to delete the number and sim on my old phone either . I guess I could pull the physical sim out of old phone and try and see if an esim gets delivered to my old phone and copy it to my new phone ?

[hTideGnow]

 hi @allenh if you installed the app on the new phone and use it, then the new eSIM would have installed on the phone already.  you don't see it there? 

you need to ask PM agent to help, 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        

[allenh]

Thx for the reply I understand the process I got a new iPhone and the lady at Apple copied all the data from the old phone to the new phone including the phone numbers When it was complete we purchased a new eSIM for my new phone that only uses an eSIM The problem Len is that the eSIM was bought on the old phone not the new phone .I also bought a new eSIM on the app on the new phone but still can’t get the eSIM that’s why I thought I could access the email and scan the we code but have not received an email for either eSIM purchases Thx for yiu

[hTideGnow]

hi @allenh  you don't "order a new esim" and wait for it to send you an email

you use the app and it installs it for you.  So, if you used the app to buy eSIM, it is already installed on your phone.

check Sim Manager or Settings-> Cellular screen, it should be there.  Then just enable it and set the label to Primary. Reboot your phone and Reset network settings 

[BKNS27]

@allenh 

Try contacting a CS_Agent:

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