Esim not working

[Max18]

Hi I bought a plan with esim but the esim is not working. Now it requires me to do 2 step authentication and I can't do that because I don't have that phone number. So I'm locked out of my account and the AI chat bot does not help. I went to the store to try to get a sim card but that also will not work. How can I get this to work? Or get my money back?

[esjliv]

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@Max18 wrote:

Hi I've tried everything you've said. Thank you for the response. How do I submit a ticket to pb support?

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Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in bottom right of the Community Page:

 OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support.

[Max18]

Hi I've tried everything you've said. Thank you for the response. How do I submit a ticket to pb support?

[Handy1]

@Max18  Try tapping resend code a few times you should get option to send code to email instead . If no luck . Please submit ticket with support to straighten things out for you 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[softech · Accepted solution]

@Max18 

for the 2FA issue, On the screen it is expecting you to enter the code, try to click Resend code and then choose Send email

for the esim problem, Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself. 

If you missed the step, there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step),  try to reboot your phone once.  

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim.  Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh connections, but you just need to add them back after)

if it still does not work, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there