I purchased an esim but my phone is not compatible so I need a refund

[Funnydee]

Please I purchased an esim recently but my phone is not compatible, please can I get an assistant on how to get a refund of the money I paid please

[softech]

@Funnydee iPhone X is eSIM compatible.  Are you using Koodo eSIM? you might want to disable that and try reinstall the PM eSIM

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

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

[Funnydee]

Am using an iPhone X and I already have a Koodo sim

[softech]

@Funnydee what phone do you have? if it is not eSIM compatible, you do have to buy a physical sim and change over.  Right now, eSIM is free, so you have not pay anything extra for the eSIM.  But the physical sim from Amazon as it is now $4.99 only, half price 

[Funnydee]

Well I already paid for it and at the end it show me this image below

 

[Priority]

e-SIM has been free for a while now, so you wouldn't have paid anything for that feature even if your phone isn't compatible. 

Order a SIM Card from Public Mobile on Amazon, once it arrives contact CSA and have them manually change your SIM Card to it on your Account from their end and you'll be set. 

Public Mobile Prepaid SIM Prepaid Phone - (Universal/SmartPhones), Packaging May Vary https://a.co/d/1bU9xXC

[hairbag1]

@Funnydee 

aahhh...gotcha. Sorry..I thunk you already had a PM physical sim.

[Funnydee]

Okay thanks for the assistance 

but I don’t even have a public mobile sim I can get a credit to, that’s my point

[hairbag1]

@Funnydee 

the point I was trying to get across is...you might have an easier time getting a credit to your account rather than a refund. A refund (if granted) will take several weeks to get it, whereas the credit to your new account would be right away.

[Funnydee]

Yeah thanks very much

well I purchased an esim and I paid for it already 

so I just found out that my phone is not compatible for an esim so I need the refund of what I paid for

[hairbag1]

@Funnydee 

you can surely ask for a refund...but I'm skeptical that you'd get it. After all, you ordered it....up to you to do your due diligence before ordering. As a rule, PM has a no refund policy...but you can ask. Maybe ask for a credit to your new account rather than a refund. Regardless...welcome to Public Mobile.

[Funnydee]

I already have a SIM card and I don’t need a new SIM card, I just need the refund please 

[softech]

@Funnydee no need for a refund.  You can still change to physical sim card and complete the activation 

get a Public Mobile sim card from

• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   ( only $4.99, Free Prime next day shipping)
                             or  https://www.amazon.ca/dp/B07R6P5KBB/ 
• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/bc/pick-up-SIM (call ahead to confirm availability ) 
• PM online: https://www.publicmobile.ca/sim-card   (Delivery could take anywhere from 5 days to 3 weeks)

Once you got the sim card, message support and ask them to update the sim card number for you 

[Meow]

Contact agent to see if they can do something for you.

You are talking to customers like yourself. Agents do NOT monitor nor accept requests through this forum.

To Contact CSA-agent: https://www.publicmobile.ca/en/on/get-help/articles/contact-an-agent

Ticket has to be opened through chatbot - https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Just type ‘ticket’ and follow prompts. Having a ticket is preferred way to contact agent as they might respond faster then receiving personal mail.

If opening a ticket does not work very first time, contact agent directly: send a private message to the CSA - agent by clicking (Ctrl+) Here

Agent’s response is usually between 15 and 120 minutes with a ticket. Private messaging might take longer.

Watch for envelope in top right corner of Community page. It will show Number of unread emails.