IMEI Not Found – Hong Kong iPhone 17 Pro (Need eSIM Only)

[VeraYin]

Hi everyone, I’m trying to join Public Mobile, but when I enter my IMEI during the plan purchasing process, the system keeps showing: “This IMEI number was not found in our system.” Both of my IMEI numbers trigger the same error, so I can’t continue.

My phone is an iPhone 17 Pro purchased in Hong Kong. Hong Kong versions only have one physical SIM slot + one eSIM, but I need to keep my physical SIM for another carrier, so I must use Public Mobile’s eSIM. My current Virgin Mobile (Canada) eSIM works perfectly, so the phone itself has no compatibility issues.

Does anyone know why Public Mobile’s system can’t recognize my IMEI, and how I can purchase the plan with eSIM only? Any help would be greatly appreciated! Thanks!

[VeraYin]

Hi, I waited for several hours and it’s working now. And yes I was able to make outgoing calls. Thank you so much for helping me! Have a wonderful day 😊

[softech]

@VeraYin can you make outgoing calls?  If just cannot receive incoming calls, the port is not completed.  Wait another hour and reboot phone and try again

If still does not work, There is a number to call to talk to live support,  they can provide you update.  I will message the number to you via the Community inbox ( https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage ) .  Check the envelope icon on top right.  Call them and get it fixed

[VeraYin]

Hi, thanks for your reply! I followed your suggestion and successfully purchased the plan, thank you! It’s just I still can’t receive any calls, do you happen to know what’s going on? I guess it’s maybe because I hit the “activate” button popped up by the phone system before I reply YES to Virgin transfer confirmation text? But after that I checked the setup, public mobile wasn’t in use yet. Then I put public mobile in use and asked my friend to call me, I received nothing. Then I put virgin in use again and replied Virgin “YES” one more time. Now I don’t know what’s going on now. My friend says it went into voicemail right away, and the robot voice sounds Virgin. If you happen to know what’s going on, I would really appreciate your help!

[softech · Accepted solution]

@VeraYin Subscription using the web won't completenthr while activation process.  Please download  and use PM app to subscribe.

[VeraYin]

Thank you for your reply! I added a snapshot, I don't know if it can show. After I choose a plan, it asks me if I use a eSIM, a SIM card, or already have a SIM card. When I choose eSIM, it asks me to "check eSIM compatibility", and after I enter my IMEI, it says "IMEI not found". There's no "next" or "continue" button on this page so I guess I'm stuck at the purchasing process, and haven't reached the porting in stage yet.

[RavingRaven]

@softech 

Thanks for the info. Getting rusty.

[softech]

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@VeraYin wrote:

Hi everyone, I’m trying to join Public Mobile, but when I enter my IMEI during the plan purchasing process, the system keeps showing:

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no IMEI is needed when you just subscribe.

 IMEI might be asked if you request porting in your phone number.  However, when porting in your phone number, it is advised to use the account number instead of IMEI.  So, if you are porting in from Virgin, please provide your Virgin account number

@RavingRaven there is no need to "delete" other eSIM.  All phones with eSIM can store multiple eSIM profile, but most phone can only have one active eSIM (and leave the other eSIM inactive).  

[RavingRaven]

@VeraYin 

I have very little experience with iPhone and e-sims but I do believe you have to delete the current e-sim to install the Public Mobile e-sim and ensure you remove any VPNs. But you may want to wait for someone else here to confirm or correct my advice.

[hairbag1]

@VeraYin 

Use this link to message Customer Support for their help….

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