Esim

[Lens54]

Accidentally deleted esim. How can I retrieve it?

[hTideGnow]

HI @Lens54   from what you said, it should be just activation problem.  wait for agent's reply and they should be able to activate the eSIM today

[LitlLdy]

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@hycm53 wrote:

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@LitlLdy wrote:

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@Lens54 wrote:

It sent a code to my email as you indicated. I entered it and the app redirected me back to the login page and sent a code to my cell number which has not been ported yet. Clicking resend multiple times did not resolve the issue.

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@Lens54 , that’s definitely another glitch then! I’m sorry 😕

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I think OP doesn't have PM account yet because the porting isn't finished yet. So I think OP should wait for CS_agent respond. 

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@hycm53 , ahhh ok, that makes sense then! 😕 Didn’t sign up with temporary # 1st before request to porting number! Sorry, I wasn’t thinking!

[hycm53]

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@LitlLdy wrote:

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@Lens54 wrote:

It sent a code to my email as you indicated. I entered it and the app redirected me back to the login page and sent a code to my cell number which has not been ported yet. Clicking resend multiple times did not resolve the issue.

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@Lens54 , that’s definitely another glitch then! I’m sorry 😕

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I think OP doesn't have PM account yet because the porting isn't finished yet. So I think OP should wait for CS_agent respond. 

[LitlLdy]

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@Lens54 wrote:

It sent a code to my email as you indicated. I entered it and the app redirected me back to the login page and sent a code to my cell number which has not been ported yet. Clicking resend multiple times did not resolve the issue.

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@Lens54 , it works for me on the app & “My Account “ on here! That’s definitely another glitch then! I’m sorry 😕

[Lens54]

It sent a code to my email as you indicated. I entered it and the app redirected me back to the login page and sent a code to my cell number which has not been ported yet. Clicking resend multiple times did not resolve the issue.

[Lens54]

I submitted a ticket yes.

[hTideGnow]

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@Lens54 wrote:

No the esim was from PM as part of the sign up. It asked of I wanted an esim. 

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HI @Lens54   eSIM is a sim on your phone, PM did not give it to you.  PM just activate using the eSIM on your phone system.

you submitted ticket with agent yet?

[LitlLdy]

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@Lens54 wrote:

I cannot even log in to the app as it wants to send verification code to my phone number. Unfortunately my phone number has not been ported over yet (over 24 hrs ago). So I am unable to even log in. This has been a disaster. I mistakenly deleted the esim from my samsung sim manager settings.

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@Lens54 , when you try to login to your app select send code again & it will give you the option to receive the code to your email address. 

[LitlLdy]

@Lens54 , after you submit your support ticket about it as per @hTideGnow instructions please let us know how what the CSA says when you receive a response back from the support ticket you created.

I’m curious to know how they fix it when it gets deleted! I wondered if they would make the Customer purchase another eSIM (some can’t be reused) or if they will provide another for free!

[hycm53]

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@Lens54 wrote:

I cannot even log in to the app as it wants to send verification code to my phone number. Unfortunately my phone number has not been ported over yet (over 24 hrs ago). So I am unable to even log in. This has been a disaster. I mistakenly deleted the esim from my samsung sim manager settings.

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So the eSim is from previously provider? Ask the previously provider to readd eSIM if you can.

[Lens54]

No the esim was from PM as part of the sign up. It asked of I wanted an esim. 

[hairbag1]

@Lens54 

so the eSim you speak about was from previous cell provider then ?

[Lens54]

I cannot even log in to the app as it wants to send verification code to my phone number. Unfortunately my phone number has not been ported over yet (over 24 hrs ago). So I am unable to even log in. This has been a disaster. I mistakenly deleted the esim from my samsung sim manager settings.

[hTideGnow · Accepted solution]

HI @Lens54 

you are using eSIM with PM already?

where you delete from? from the app?  I shouldn't let you delete it without a new one

If you delete from the app, can you go to the Profile page on the app, Sim card and then re-add?

If you cannot, then please submit ticket with CS agent at:   https://widget.telus.tiia.ai/publicmobile/publicmobile.html

First type Contact,
then select the only choice there: "Contact..",
from the list of , choose "Other"
finally click link the blue link about submit a ticket
Another page will open and just follow: .

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM

If you have problems submitting a ticket, you can open ticket by private message (but this can take longer):
         https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437