Issue with eSim installation & Account access

[Jay1111]

I signed up for a plan using my daughter's referral code  last night as my family members are all using Public Mobile. However, I had issues installing the eSIM and had to purchase a physical SIM from a Telus store for $10.

I have a couple of concerns:

1. Was I supposed to receive a $10 credit as a new customer, and if so, when should I expect it?

2. I am unable to access my account to check my balance or manage my plan.

3. Am I eligible for the reimbursement of the physical sim card cost?

Could you please assist me with these issues?

Thank you for your help.

[softech]

@Jay1111 

make sure you delete the Korean esim.  Also, go to the VPN page on your phone and make sure no VPN profile there, you might want to delete them if any

then Reboot the phone, check the Sim Manager screen again and make sure the Public Mobile esim is there and enabled (if you have an iPhone, it will be Settings->Cellular, make sure "Turn on this line" is toggled on and PM esim is set as Primary)

[Jay1111]

I was using an eSIM from the previous provider in Canada before traveling to Korea. While in Korea, I purchased another eSIM. However, when I returned to Canada, my original eSIM stopped working completely.

Despite multiple attempts to fix the issue, it couldn’t be resolved, so I had to switch to a physical SIM. Now, I am a new customer with Public Mobile. Since eSIM is not functioning after my return, I would like to request a reimbursement for the cost of the physical SIM I had to purchase.

Now, my phone shows two signal bars  on the top right, and my battery seems to drain faster than before. I also did a software update yesterday, and the issue persists.

Thank you for your assistance.

[softech]

@Jay1111 

1. the $10 is a account that will be show up as Available Funds on your My Account within 72 hours, it could be used on your renewal

2. you will be able to access our account after your service is activated, after a sim card is successfully activated and setup

3. generally yes

With your esim issue, maybe i will stil ltry to help and maybe it saved you from a change to physical sim

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 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