Community

Kirkkristine · 3 weeks ago

I have an iPhone 14 that I was never able to have an eSIM for. Now I am trying to move to an iPhone 17 and it is requiring me to purchase a new eSIM. However, I receive an error message every time I try to purchase.

Kirkkristine · 3 weeks ago

The agent issued a new eSIM, which enabled me to scan the new QR code. This solved my problem.

slusagm · 3 weeks ago

@Hkbf wrote:
You might need to cancel your current subscription and then re subscribe and say e sim

@Hkbf

this won't work.

Hkbf · 3 weeks ago

You might need to cancel your current subscription and then re subscribe and say e sim

hTideGnow · 3 weeks ago

HI @Kirkkristine

you had a esim for your iPhone 14 earlier, but it does not work, the PM agent gave you another one (second esim ). But I think the first esim (the one does not work) still stuck in the system, that's why there is the prompt telling you there is an existing eSIM you can use. That esim is on PM system still marked as unused but not one that works.

anyway, you will need PM agent to re-issue you another esim now manually.

Chalupa_Batman · 3 weeks ago

@hTideGnow wrote:
@Kirkkristine wrote:
Hello, I have no problem purchasing the new e-SIM. But I can’t get to that page, without the error popping up
HI @Kirkkristine
so, you click Continue with eSIM ($5) and it pops up an error?
if that is the case, you have no choice but to ask PM agent to send you another QR code
you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

This is what I tried telling you @hTideGnow . She can't download a new eSIM because she got that error that she needs to install the other one before she can buy a new one. And the one that she's already purchased isn't installing properly. Hence the reason I suggested she contact support for help. Furthermore, why are you repeating yourself with those links. You already posted that 2 hours ago and so did @hairbag1 . Geesh.

Kirkkristine · 3 weeks ago

Yes, the SIM card in my iphone 14 is working. I have asked the agent to reissue my e-SIM. I think that is what is causing the problem. My e-SIM is in limbo from when I tried to install it on my iPhone 14

hTideGnow · 3 weeks ago

@Kirkkristine wrote:
Hello, I have no problem purchasing the new e-SIM. But I can’t get to that page, without the error popping up

HI @Kirkkristine

so, you click Continue with eSIM ($5) and it pops up an error?

if that is the case, you have no choice but to ask PM agent to send you another QR code

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

hTideGnow · 3 weeks ago

Friendly reminder...
“please install your existing eSIM first before purchasing a new one.”

HI @Chalupa_Batman

OP tried and it didn't work

"I tried to scan QR code - doesn’t work and gives me an error of unable to continue cellular configuration."

Chalupa_Batman · 3 weeks ago

@Kirkkristine wrote:
Hello, I have no problem purchasing the new e-SIM. But I can’t get to that page, without the error popping up

OK @Kirkkristine , I don't think there is much more anyone on the community can do to help. Time to bring in the big guns and contact customer service for help. @hairbag1 gave you links a few hours ago.

Although, one last question. Is your SIM card in the iPhone 14 still working?

Chalupa_Batman · 3 weeks ago

@hTideGnow wrote:
HI@Kirkkristine
i still think you don't need to scan the QR code.
But go back to the PM app, Purchase sim card and pick eSIM and pay the $5 to get a new one. Again, with this, the app would install the esim for you. and you should see the PM esim in the Settings, Cellular screen after
as to $5, you can ask PM agent to reimburse you after

Friendly reminder...

“please install your existing eSIM first before purchasing a new one.”

Kirkkristine · 3 weeks ago

Hello, I have no problem purchasing the new e-SIM. But I can’t get to that page, without the error popping up

hTideGnow · 3 weeks ago

HI@Kirkkristine

i still think you don't need to scan the QR code.

But go back to the PM app, Purchase sim card and pick eSIM and pay the $5 to get a new one. Again, with this, the app would install the esim for you. and you should see the PM esim in the Settings, Cellular screen after

as to $5, you can ask PM agent to reimburse you after

Kirkkristine · 3 weeks ago

I tried to scan QR code - doesn’t work and gives me an error of unable to continue cellular configuration. Other option to transfer from an iPhone, which fails.

Chalupa_Batman · 3 weeks ago

@Kirkkristine wrote:
When I click install eSIM now, it gives me an error

Once again, please check your email account. There should be a QR code that was sent to you. Please scan it with your iPhone 17

Kirkkristine · 3 weeks ago

When I click install eSIM now, it gives me an error

hTideGnow · 3 weeks ago

hi @Kirkkristine

look like you have an unused one. You clicked Install eSIM now and see if it works

let us know what you see next

Kirkkristine · 3 weeks ago

In the iPhone 17, I click purchase SIM card, this is where I get the error message

hTideGnow · 3 weeks ago

hi @Kirkkristine

you don't transfer eSIM, you need to get a new one.

have you done what suggested? download PM app on the iPhone 17, login and go to Account , Purchase sim card and choose eSIM to buy a new one? if you have not done so, please do now

Kirkkristine · 3 weeks ago

In settings under eSIM it says, add eSIM on my iPhone 14. I do not have a SIM manager

Kirkkristine · 3 weeks ago

I checked and I am not blacklisted on my iPhone 14. When I go into settings and click cellular, it says setup cellular, then “scan QR code” - doesn’t work and gives me an error of unable to continue cellular configuration. Other option if transfer from an iPhone which fails.

Chalupa_Batman · 3 weeks ago

@hTideGnow wrote:
hi @Kirkkristine
for your iPhone 14 never able to use eSIM, i wonder if the eSIM IMEI was blacklisted, you can check here
https://www.devicecheck.ca/check-status-device-canada/

I'm curious @hTideGnow , this iPhone 14 seems to be a phone she's been using for a few years by the sounds of it. How would it be blacklisted?

EDIT: FYI, I assume it was Kristine not Kirk messaging. Sorry if I was wrong. 🙂

hTideGnow · 3 weeks ago

hi @Kirkkristine

for your iPhone 14 never able to use eSIM, i wonder if the eSIM IMEI was blacklisted, you can check here

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

For your iPhone 17, it is eSIM only, so, it has to work. check Settings, Cellular screen and see if the PM esim is there. Enable it and set it with label Primary. Then Reboot your phone once and click Reset network settings

if you cannot cannot make it work, you will need to ask PM agent to send you another eSIM QR code to scan and install.

you can submit ticket by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Chalupa_Batman · 3 weeks ago

@Kirkkristine wrote:
Physical SIM in my iPhone 14. I had problems getting an eSIM for my iPhone 14. I also have no choice but to have an eSIM for the iPhone 17.

OK. So, this is what I think happened. Two options. One, I think an eSIM was installed on your iPhone 14 and it's not showing up. If you can check for me to see in your SIM Manager and double check if there is an eSIM there that doesn't look familiar and it's not your physical SIM card number. If that is the case, then an eSIM was successfully installed and you just have to make it your primary. Option two, and this one sounds more right to me with that error you mentioned about installing the other one first.... if you don't see that extra eSIM on the iPhone 14, check your email as there should have been a back up QR code sent. Use the new iPhone 17 to scan it and follow the instructions. The second option, may be the fix.

Kirkkristine · 3 weeks ago

Physical SIM in my iPhone 14. I had problems getting an eSIM for my iPhone 14. I also have no choice but to have an eSIM for the iPhone 17.

hairbag1 · 3 weeks ago

@Kirkkristine

use the link to message PM support for their help...

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

They'll reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Chalupa_Batman · 3 weeks ago

@Kirkkristine wrote:
I tried that. My only option is “please install your existing eSIM first before purchasing a new one.” Then I click install eSIM now and receive the following error message “Something went wrong. Please try again.”

That sounds like a weird error. Question. Your iPhone 14, you currently have a physical SIM card? OR did you try purchasing an eSIM for it while using the iPhone 14 and now you want to move everything over to an iPhone 17? I'm just looking for clarity as there is some confusion here.

Kirkkristine · 3 weeks ago

I tried that. My only option is “please install your existing eSIM first before purchasing a new one.” Then I click install eSIM now and receive the following error message “Something went wrong. Please try again.”

hairbag1 · 3 weeks ago

@Kirkkristine

download the Public Mobile app to your new cell, log in to your acct and buy an esim.

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