SIM card not supported

[Chris03]

@All I bought an iPhone 16 pro and transferred all of my content / data to my new phone but during the final set up it said my SIM card could not be supported from my old phone. It said to contact public mobile. Any suggestions because I haven’t heard back from the ticket I entered. 

[hTideGnow]

hi @Chris03 

did you buy the new iPhone from a trusted store or private sell?

if you move the sim card back to the old phone, does the sim card work?

if it works on the old phone but not on the new one, it could be a device problem.  Try putting another sim card, an active one, into the new phone and check if you get the same error.

if still the same error, the phone could be blacklisted, check here

https://www.devicecheck.ca/check-status-device-canada/

(iPhone 16 has two iMEI, test both)

[eddieO]

@Chris03, Customer service hours are 9 a.m. to 10 p.m. eastern time so that's likely part of the delay in getting a response.

[Phil_Adelphus]

@Chris03   If this is an esim then @GRR is correct, you download the PM app on the new phone, log in to your existing account, and "purchase" a new esim (you should be credited the $5 if you had one before).  You can't transfer a PM esim from one phone to another.

[GRR]

@Chris03   I believe you have to login to the public mobile app on your new phone and go to purchase a 0$ esim and you'll be able to download it.  You may have to delete the old one first from the phone if it got transferred but not working.  Enable the new one after downloading it.   Good luck! 

[Phil_Adelphus]

@Chris03   Is this a Canadian iPhone with a sim slot, not a US version that is esim only?  Assuming physical sim, was the old PM sim the right size and fitted the sim slot?  Have you tested the phone with another sim from a known working phone?