blocked from purchasing esim

[corinne234]

we are trying to setup a new phone with the old phone number. had a physical sim on the old phone and are trying to purchase an esim for the new phone but we are blocked from purchasing the new esim because it says we have an esim already

[hTideGnow]

HI @corinne234 

so, you installed the PM app on the new phone and tried to buy the new esim using the PM app on the new phone?

if so, you have done it correctly, but you will need PM agent to check and help

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Ticket", Then click the following in order: "Account Management" , "Log In".  
             (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")         
If any issue with ticket submission, 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