Unable to install eSIM card

[Sara2025]

I have just completed creating the account and paid for the plan. However I am unable to install the eSIM. The system asked me to contact the customer service. I clicked on the “contact us” button but it seems not helpful at all. How to contact directly with someone to help me in this urgent case?

[Sara2025]

Have been waiting for 2 hours now but no one responds to my private messages. Obviously it's not a good start with PM 😞

[hTideGnow · Accepted solution]

hi @Sara2025 

don't use "get support" button , but use this link to message support agent for help

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

[Sara2025]

Thanks for the message but unfortunately there is no luck at all.  I followed your instructions mentioned above but still didn't work. Whenever I logged into the app, it automatically went to the installing eSim process, but it stopped at the step 5 (there are 6 steps in total) and the error message said " eSim Not installed something didn't go right while installing your eSim. Click below to retry". However the "retry" button is not available. There is only "get support" button is available. It's really frustrating.... 

[hTideGnow]

hi @Sara2025 

Check if the esim was installed and just not configured properly, sometimes the error is about that

you might first make sure the old carrier sim is removed or disabled if it is an esim 

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