@Charlie007c
you could be dealing with 2 things,
- the eSIM setup which will at least allow you to connect and to make outgoing calls
- transfer which will allow you to receive calls on your eSIM
Lets deal with the eSIm setup first
Did you get to the eSIM installation step? Either the app will ask for your permission to do it for you automatically, or you will get a QR code to install yourself.
If you missed the step, 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), try to reboot your phone once.
If it still does not connect and if you have another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
Then click Reset All Networks on your phone and it will work. (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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, please open ticket with PM support
**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there
