Trouble activating Esim on multiple devices

[lahp_pm]

Hi all,

Today I signed up via the new 24 month promo and paid for the plan + esim. I got the activation email (with no QR code btw), and it says to download the app to complete activation. 

I do so on my Galaxy s24, and it goes fine until the final step, where activation fails almost instantly. I retry a few times, no luck. I try again, this time without porting a number, and again, near instantly fails. 

I reach support and they suggest to try uninstalling the app, rebooting, and no luck. 

They suggest I try on a new device, so I do, with an iPhone 13. Same exact results. 

Is there something up with my account? Or perhaps are activations not working? I find it weird that I'm having the same issue on two different phones, android + iOS.

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[Herve52]

There may be a conflict if you are trying to activate it on top of your current service provider. I suggest you remove the old SIM, open the PM app on WIFI and activate the PM eSIM. Also ensure the APN is correct for PM which should be sp.mb.com

[slusagm]

@lahp_pm 

so, you opened a ticket with PM already?. was it answered by CS_agent?

if CS_agent working for you already, continue to work with them, we are just customers here and we cannot help much with activation issue

But from what I see, it is more an account problem instead of device.  Ask them to send you a new eSIM to complete the activation