Transitioning to esim from sim failed

[Jakezxcxz]

Hi, I am an exisiting pm customer on sim card. 
I followed the guide on public mobile site and purchased esim on the app.
The payment transcation went thru and a popup esim window appeared on my phone.
however, it said esim activation failed on my phone, and SOS appeared on top right of the phone.

My phone is iphone 14pm and I havent activated esim before on this phone. 

Also purchase esim($5) is greyed out on the app "Please install your existing eSIM first before purchasing a new one."

[AliKazmi7]

Hey… how did you get this resolved?

[Jakezxcxz]

omg, I think the support has no idea what they are doing by the messages that I got.

[Jakezxcxz]

I am afraid pm doesnt know how esim works, lets see how this one goes.

[Handy1]

@Jakezxcxz  Just reach out to support then and see what they say .

[Jakezxcxz]

No qr code email, just this

Your SIM card was recently changed to *************** /////

If you did not initiate this, we recommend that you:

1. Change your Self-Serve password and security question
2. Put your phone on Lost/Stolen mode to temporarily suspend service
3. Submit a ticket here  - our customer support team will be able to restore your original SIM card

Click here, for more information on unauthorized SIM swaps and how you can keep your account secure.

- Public Mobile Team

[Handy1]

@Jakezxcxz  Did you get a email from PM with the QR code have a look if so scan it with phone and install . And have you rebooted the device or reset network settings . If still no luck please submit  ticket with support using this direct link to help fix 

send a  private message   To CS_Agents click          

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