Problem with e Sim compatibility.

[Bruja_1]

I wanted to change to public mobile, when I check the compatibility it showed that yes, my phone was compatible with esim, I did the payment and when I try to activate this happened:

1. Never received a QR code for the esim.

2. A message came out saying that my phone wasn't compatible (samsung S20 ultra).

3. I have a chat with an agent and the only thing that she told me is to file a ticket.  

Does someone has the same problem in the past? Can I get my money back? I NEED HELP!!!

[BKNS27 · Accepted solution]

@slusagm 

Thete are 2 version of the Samsung S20 Ultra.

One with dual SIM and the other have a SIM/eSIM. 
Check your phone setting for Add eSIM. 
If not I the setting then you will need to purchase a SIM. You can purchase them from Telus/Koodo store for $10 or from Amazon for $5 or from PM for $10 but  no it may take up to 3 weeks to arrive.

If it is listed then you need a CS_Agent to help you activate the eSIM.

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

[slusagm]

@Bruja_1 sometimes with some issues, some customers need to get a physical sim first then change back to esim

  but are you already working with PM on this or you just got the answer from Chatbot?

Ask PM, worst case is you will get the refund 

Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

CS_Agent will reply to your community inbox, check here:

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