Getting error changing from esim to physical sim

[Nish_88]

I have a physical sim. I am also using esim for my phone number. When I tried to change sim in the app, and entered physical sim number, it gave me an error that sim is already in use. I am sure the sim is not in use.

Please help.

edited by computergeek541: changed category (discussion isn't related to Community)

[softech]

@Nish_88 is the sim card a brand new one and was never used?  Sim card cam only be used once.

If that is a brand new sim card and you sure it was never activated, ask PM CS agent to confirm.  

engage PM support for further investigation.   Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
    Start by typing "Ticket", click "Contact Us"  then choose a topic, click "Login", finally click "Click here to submit a ticket ↗" 
    (if unable to receive 2FA via SMS when login, click "Didn't Receive code" or "Resend Code")
     then choose "Send email" or "Send Voice Message" to get 2FA via email or voicemail)
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at: 
       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