hi @Kimduquette
you don't need PM agent to help, you buy a new esim using the app
Unlike physical sim card, esim cannot be transferred from phone to phone, but you can buy a Free replacement.
What you need to do is to download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.
the system might still charge you the $5. Pay and install the esim first.
After the new esim is installed, submit a ticket with PM agent and for reimbursement. You can submit ticket with CS Agent using this Chatbot link: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
