Unable to activate eSIM prescription

[Rachelgu68]

Hi,

I want to change my provider to PM.

After purchased prescription and during the app activation, I accidentally converted my original physical SIM to eSIM from the original provider, now it’s showing SOS only.

Now the PM app screen keeps saying eSIM not installed and won’t let me proceed. Searched online and I don’t see a Welcome email with QR code at my email inbox. Is this normal?

I am using iPhone 15 and very new to eSIM. Should I convert back that eSIM from original provider first?

Any suggestions appreciated.

[CSA_PM]

Hi there. I sent you a private message — you can reply by clicking this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[hTideGnow]

hi @Rachelgu68 

the esim probably is installed and just not configured properl.  You might first make sure the old carrier esim is disabled 

And Go to Settings-> Cellular or sim manager and make sure the Public Mobile esim is there and enabled (or Turn on this line option is enabled) and set as Primary. Then Reset Network Settings. 

In case you don't see a Publc Mobile esim there, check the Welcome email from PM and there is a QR code to scan and install the esim

If you still need further help,  ask support agent .  You can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage