Stuck!

[HelpJess]

My son put a physical sim in his iPhone 13 but there must be port damage so it’s not working. Before we knew that, he picked a phone number which is now associated with his plan. Now that we know the sim port is not going to work, we purchased an eSIM. The app said the phone was compatible. And now the app is saying it’s not compatible.

[Socrates8567]

That is incredibly frustrating—Public Mobile’s eSIM activation is notorious for getting stuck in a "loop" where the app says it's compatible but nothing happens. Often, the eSIM is actually on your phone, but it’s sitting there disabled and "unnamed," so the app thinks it failed.

Go to Settings > Cellular (iPhone) or Settings > SIM Manager (Android). Look for a "Secondary" or "Business" line: If you see a new line that you didn't have before, toggle it ON. Change the label to "Public Mobile." Once enabled, restart your phone. This often triggers the network connection that the app missed.

If you still require assistance, reach out to the Public Mobile support team to assist you.

If you are able to log into your account, make use of the Virtual Assistant.

If you're unable to log into My Account for any reason, ask the Public Mobile support team to help. 

You can submit ticket by direct message:

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

The Customer Service support team will reply to your community inbox found here: 

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