The QR code provided did not work, the eSIM would not activate through the app or the website

[diannnkkk]

Hello,

I recently purchased an eSIM plan from Public Mobile, but unfortunately, I was unable to activate it.

The QR code provided did not work, the eSIM would not activate through the app or the website, and all available options have failed. I tried multiple times, followed all instructions carefully, but nothing worked.

Despite the failed activation, the payment was still processed and charged to my card.

Since the service was never activated, I kindly request a full refund.

Please let me know if you need any additional information from my side.

Thank you in advance for your help.

[CSA_PM]

Hello @ diannnkkk,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[softech]

@diannnkkk 

Before you ask for a refund, maybe check one more thing:

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link, they can help further or you can ask for a refund:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there