Initial Setup

[orev]

I subscribed for a new account and chose the eSim option. (I need to port my number to Public Mobile) My credit card was charged but I did not receive the initial email which is supposed to include a QR code.

The phone will not activate. I also can't login because activation has not been finalized. I am prompted to activate through the app but the app requires, or is supposed to install, an eSim.

Trying to solve this, the chat box suggested I send a private message to an agent, however it does not direct me to one. I do not know the contact info of anyone, no listing of agents is provided.

How can I get my initial confirmation email?

[CSA_PM]

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

[orev]

I tried you suggestions but it did not work. esim is simply not there.

Thank you for the link to an agent. I will post a ticket

[softech]

@orev 

have you used the app to subscribe and got all the way to Step 6 of the activation process?  If so, there is a chance that the 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

Also, 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 or the eSIM was not there at all, 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