New service: SIM card not working and can't access account

[STEPHENB5]

Hello

The physical sim card I received with my new service activation does not read on my Samsung S21 plus, possibly because the card reader is not working. I want to switch to an e-sim however I cannot access my account because I need to enter the verification code sent to my phone number (which doesn't work because the sim card isn't working). This is after I have already verified my log in with the code sent to my email address. Please help me access my account.

thanks 

[STEPHENB5]

Ha ha . After a back and forth with the agent. They said "get a regular sim card from our shops". Oh brother.

[STEPHENB5]

Thanks all for your kind assistance. I am working with an agent to gain access. It's for my son's phone he's had for awhile without a mobile service. 

[Yaraok]

Hi Great,

This is exactly what happened to me. I've been in touch with a CS but no solutions yet

[hTideGnow]

hi @STEPHENB5 

you need to get your physical sim working before you are change to eSIM.  If it is just a problem with your S21+ sim card slot, you don't need PM support to help.   Put the physical sim on another phone, so you can login and get the code  

What you need to do is to keep the physical sim in the other phone so you can receive 2FA.  Then download PM app on the S21+ and login (it will send the 2FA code and you should get it on another phone).  After you login, go to Account page and click Purchase sim card and then choose eSIM

[TheSterlinger · Accepted solution]

So you inserted the sim card into your phone and it's not working? Where'd you buy it? 

Since you cannot log in to purchase the eSIM,  you need to send a private message to cs agents for assistance. 

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

[Chalupa_Batman]

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@STEPHENB5 wrote:

Hello

The physical sim card I received with my new service activation does not read on my Samsung S21 plus, possibly because the card reader is not working. I want to switch to an e-sim however I cannot access my account because I need to enter the verification code sent to my phone number (which doesn't work because the sim card isn't working). This is after I have already verified my log in with the code sent to my email address. Please help me access my account.

thanks 

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If you want to switch to eSIM, reach a CS Agent so they can adjust.

If you’re unable to log in to your account, please use this direct link to reach out to a CS Agent.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.