e-Sim didn't activate on phone I cannot login to my account as sms is going to new phone number

[LeeMcLeod1969]

I was setting up my new account with new phone number.  I activated and paid for the new plan and e-sim.  E-sim tried to download but it errored out.  I cannot log into my account as when I do it tries to send a verification SMS to my new phone number which isn't on my phone.

I have paid for my line already and have the new number nut do not have an activated e-sim in my phone.  My phone is a Galaxy S25.

[LeeMcLeod1969]

@softech - yes i used the app.  Everything went well until the e-sim started downloading.  It gave me an error and said to retry, which i tried until it would not let me anymore.  Now when I try to login to the App on my phone - it wants to send a verification sms text to my new phone Public Mobile number that I chose, which isn't on my phone.

[softech]

@LeeMcLeod1969 did you use the PM app to subscribe and got to Step 6?

I have escalated your ticket on behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[LeeMcLeod1969]

I'm on a Galaxy S25 - Android 15.  No e-Sim on phone, just existing physical sim (Telus non Public Mobile).  No welcome email from Public Mobile with any QR code.

[softech]

@LeeMcLeod1969 

there is a chance that Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetooth connections, but you just need to add them back after). Also, it is possible you have to reset it multiple times for it to work.

if it still does not work, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there