Esim not working when registering

[Gestic]

Hi i started the process of getting service from public mobile through the app.  It went until the last step but it says the esim isn't working and it tried a few times.  I was using the esim from my phone. I want to restart the process but the phone app is stuck at 'get help' and when i try to login on the website it asks for verification buti cannot verify since its trying to send a verification number to a phone that doesnt have service yet.  Please help!

[Gestic]

Thanks, the problem was that esim support in settings wasn't on, i turned it on and turned off my telus sim and rebooted and now it works so thanks!

[softech · Accepted solution]

@Gestic 

there is a chance that 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 by private message CS Agent using this link:
       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 will reply to you there