Unable to complete registration

[Alexey23]

Hey, I’m a new customer. 
I paid for my subscription and ordered an eSIM. Got an email prompting me to download the app and complete my subscription. Getting to the page where it says “Your device doesn’t support an eSIM” and can’t get beyond that. Unable to access the support chat since it’s looped to the login. My phone does support an eSIM which I have confirmed on your site with the IMEI# and in the phone menu as well. Pls support. 

[BKNS27]

@Alexey23 

Yes, the North American version is eSIM compatible but not the Asian version.

A CS_Agent should able to help you complete the eSIM activation.

[Alexey23]

It’s an iPhone XR, it is eSIM enabled for sure 

[BKNS27]

@Alexey23 

Just wondering what is the make and model of your phone that you are using eSIM?

There are different versions of the same phone and some may not be comparable.

[CSA_PM]

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

[Handy1]

@Alexey23  

send  a  private message   To CS_Agent

⬇️⬇️⬇️⬇️⬇️ Link below ⬇️⬇️⬇️⬇️⬇️

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

   After submitting ticket keep an eye on your community inbox for their reply , or you can use this link to the community in box

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

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@Alexey23 wrote:

Hey, I’m a new customer. 
I paid for my subscription and ordered an eSIM. Got an email prompting me to download the app and complete my subscription. Getting to the page where it says “Your device doesn’t support an eSIM” and can’t get beyond that. Unable to access the support chat since it’s looped to the login. My phone does support an eSIM which I have confirmed on your site with the IMEI# and in the phone menu as well. Pls support. 

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Sometimes the system doesn't always recognize the phone properly. Just messages a CS Agent and they'll get it fixed up for you.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact them.

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

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.