Trouble downloading eSIM

[GyumiShin]

I’m having the exact same problem. It keeps saying something went wrong try again.
My new phone only supports eSIM, so I tried to move from a physical SIM to an eSIM by buying an eSIM through the Public Mobile app. But the QR code is invalid, and I can’t install it.
This has been wasting so much of my time.

I can’t even buy the eSIM again, because I already purchased it once.
The purchase button is completely disabled, so I can’t try again.

[AnnieIsme]

Hey I can’t help you, but I’m having the same issue with my new iPhone 17. I have a physical SIM in my old iPhone 13 Max Pro and have purchased a new eSIM through the app on my new phone. after multiple attempts to try and activate and install the eSIM on my new phone I keep getting an error saying something’s gone wrong, try again. I’ve tried scanning the QR code and was told by Public Mobile customer service once it’s been scanned three times or more, it will no longer work. They have asked me to log out of the app, uninstall the app, reinstall the app and log back in and re-purchase a new eSIM. when I follow those steps however I couldn’t buy a new eSIM because the original esim I purchased yesterday is still sitting on my account and says it has not been activated so basically their system won’t let mepurchase a replacement eSIM to try again from scratch.

basically my recommendation is contact customer support and escalate for technical help because that’s where I am currently. I’m still waiting for a resolution.

I just wanted to say you’re not crazy. The frustration is real and hopefully technical support can get us solutions!

[hTideGnow]

hi @GyumiShin 

you dnot see the Purchase sim card option in the Account page on the app?

can you show us what you see with a screenshot?

[GyumiShin]

I deleted the app and tried logging in again. I tried voice verification and email verification many times, but the purchase button is still not active. All I can see is a message telling me to install the eSIM that I already purchased.

[softech]

@GyumiShin 

can you login to the app again on the new iPhone 17?  on  2FA screen, click "Didn't Receive code" or "Resend code" and try Send email or Send voicemail.  If you use Send voicemail to get the code, call yourself from another phone to get the code.  When you hear the greeting, click * and the enter the VM pin

if you can login, try buying another new eSIM and it should work.  

[GyumiShin]

Yes, I purchased the eSIM for my iPhone 17. However, I can’t install it , it always fails. I already opened a support ticket and have been messaging with an agent since yesterday to try to fix this, but I still haven’t received a clear solution, which is very frustrating.

Public Mobile does not appear under Cellular, because the eSIM has not been installed at all yet.

Thank you.

[softech]

@GyumiShin so, you already bought the esim using the app on the iPhone 7?  if you used the app to buy, you don't need the QR code, the esim should already installed by the app.  Check Settings-> Cellular and see if the Public Mobile esim is there.  If it is, make sure it is enabled (Turn on this line is toggled on) and make sure it is set as Primary.   Then Reset network settings once and it should work

if the esim is not there or you are still unable to use it, you will need to engage PM support for further assistance

Private message CS Agent at: 
       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       

[GyumiShin]

I already purchased an eSIM in the Public Mobile app, and a QR code was generated.
However, when I try to install the eSIM using that QR code, it keeps showing an error message and won’t install.

So, as you suggested, I tried to find a “resend” button, but there is no such option visible.

Thank you for trying to help.

[softech]

@GyumiShin 

what you meant by the "old QR" code?  eSIM cannot be transferred.  If that "old QR" code was for the old and and was not newly purchased for this new iPhone 17, you need to the steps in my reply above to get a new eSIM for this phone

[GyumiShin]

My phone is an iPhone 17 Pro, and it supports eSIM.
I am already logged into the app. The old QR code is still showing, but there is no “resend” or “try again” visible.

[softech]

@GyumiShin 

You cannot "transfer" your physical sim into eSIM, you need to buy a new eSIM using the PM app

To buy new eSIM , first, download the app on your new phone and login.  If you have problem with receiving 2FA code, click "Didn't Receive code" or "Resend code" and choose either Send email or Send voice message

Once logged in, Click Account from the bottom, then click Purchase SIM Card and select eSIM. 

Once it confirms your phone is eSIM compatible, click Pay $  and Install, and follow the prompt to complete and purchase and install eSIM on your device