Re-active with wrong e-sim number

[jsngocng]

Hello,

I just re-active my plan with wrong e-sim. Please help me with this.

Thank so much!

[BKNS27]

@jsngocng 

You can’t reactivate your old account if it has been suspended for longer than 90 days. The old account is closed so you need to pick a new number on a new account.

If your account was suspended for less than 90 days then you can restore the old eSIM by making a manual payment when you login to the old account. You don’t need to purchase a new eSIM. It will restore the old eSIM in your phone. 

[hTideGnow · Accepted solution]

hi @jsngocng 

you shouldn't need to get a new eSIM again.  I think you might have setup a new account in this process.

you need to have PM support agent to sort it out

 Submit an Expert Messaging ticket (Please use the same Community login you are using now.  If you get stuck with the login or 2FA code, then use a different email address to create another Community account and submit the ticket with this new account):   https://expert-messaging.publicmobile.ca/guest/chat/
          At the Chat, type "Submit Ticket", then type "Connect Agent", and type "Connect Agent" again.  Then login to open ticket
Support agent will reply within 2 to 4 hours.  You will be notified via SMS/email or monitor here:
https://expert-messaging.publicmobile.ca

Remember: Support hours of operation: 9 AM to 10 PM ET             

[jsngocng]

Using the same phone, I previously used Public Mobile (PM) with a physical SIM card, but then stopped for a while. Now, upon returning and re-registering, PM asked whether I wanted to use an eSIM or a physical SIM; I opted for the eSIM but ended up entering the IMEI number of the physical SIM instead.

[hTideGnow]

hi @jsngocng 

how you reactivated your plan with the wrong eSIM? can you explain?

if you just had the eSIM on the wrong phone, then install the PM app on the right phone, login and buy eSIM again on Account , Purchase Sim card page