My phone is not Compatible for e-Sim, How can I refund the purchase

[Salar2]

Hi Dear, 

I bought the e-Sim, After purchasing and doing payment, The app said that your phone is not compatible, and ask for refund.

Please hep me about it.

Yours,

SD

[hTideGnow]

HI @Salar2 

you don't have to refund.  Just get a physical sim card and change the account from eSIM to physical

Get a new card from Telus or Koodo store or Amazon. Then submit a ticket with CS agent to update the sim card number for you

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

[softech]

@Salar2 

The error could just mean the app cannot install the eSIM for you, but you can install it yourself

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

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step),  try to reboot your phone once.  

if it still does not install, you can get a physical sim card from local Telus/Koodo store and then message support and ask them to swtich you to phsycial sim:

               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

[mojorising]

To contact an CS Agent directly, use the link below.

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

[will13am]

@Salar2 , Public Mobile terms of service generally does not offer refunds.  Even if your phone is not e-SIM compatible you can still get a physical SIM and use the service.  Anyway, you can use the link below to contact support and see if they are willing to do anything on an exception basis for you.

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