I am getting an error message that says eSIM not activated.

[MelanieF]

I am getting an error message that says eSIM not activated.  I switched from Koodo’s to this account.  I’m not really sure it worked.  My Koodo account is still active and when trying to set up eSIM for my new account with public mobile get an error message.  

Has everything been activated and switched? How would I know?

[CSA_PM]

Thank you for the escalation! the customer is in contact with an agent.

[softech]

@MelanieF you are only posting to the Community forum and we are just customers here

But I have escalated your ticket on your behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[MelanieF]

Alright let’s start over.  I am with Kodoo originally.  I switched to public mobile.  I followed all of the steps.  Added my card and paid for it, including the $5 for eSIM.  I scanned QR code.  It seemed to have worked, bit 30 minutes later received the error message.  I tried about three more times and still the error.  I followed instructions and checked the settings, it still says Kodoo and shows my Kodoo plan.  I turned off phone and followed your instructions to reset networks.  Still showing Koodo.

[MelanieF]

I did all that already.  I thought this was a ticket? Why are you telling me to open a ticket?

[softech]

@MelanieF if you setup the eSIM originally on another phone, you have to rebuy a new eSIM if you have a different phone now

If you can login PM app, download the app on your new phone and login.  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. 

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

[MelanieF]

It’s an iPhone. I did try the QR code and that is when I get the error message.  
I am not the smartest when it comes to this stuff.  This is a new phone that I set up an eSIM when I bought it.  I originally set it up on my Koodo account and have been using that for about a month.  Maybe it’s because the eSIM is already active?  And it’s not something new that needs to be set up?

[softech]

@MelanieF 

there is a chance that the error was there because 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 you cannot find it in Inbox of your email, check also the Spam box.

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