eSim not activated and did't receive activation email

[TerryOne]

Hi, i have purchased and activated my service of in Jan 26. Replyed YES on transfering my number from my old service provider to public mobile and began the process of installing eSim with app.

The process of activating eSim got stuck on step 6: eSim cannot be installed; the next day i log into the app this step was skipped and i directly go into the summary page. However, the eSim is still not activated and i didn't receive the email of the QR code containing my eSim.

Right now my old sim Card can't work because i have transfered my line, but my new eSim is never activated a s well and i have no access to reactivate it. No number was activated atm need help ASAP, thanks.

[hTideGnow]

HI @TerryOne 

we are only customers here.  Posting hear and ask for refund on eSIM would not help.  You will still need to message PM agent for refund request

but your service is good now?

[TerryOne]

I purchased Public Mobile service and ported my number on January 26, choosing eSIM as my SIM type. What followed was an extremely frustrating and disappointing activation experience.

Timeline:

1. My previous provider sent the number transfer confirmation and I replied “YES”.

2. I downloaded the Public Mobile app to continue activation but got stuck at Step 6: Unable to install eSIM.

3. The next day, Step 6 was automatically skipped and I was taken straight to the main page — with no service.

4. For over 48 hours, my phone remained in SOS mode:

   • No eSIM installed

   • No QR code provided

   • No ability to activate

   • No proactive communication or support from Public Mobile

5. Out of desperation, I purchased another eSIM for $5 through the app. Only then did my service finally start working.

This experience is unacceptable. The number port clearly went through, but the eSIM activation failed, and Public Mobile never re-sent an activation QR code or offered a solution. I was left without phone service for days and had to pay extra just to fix an issue that wasn’t my fault.

I will be requesting a refund for the additional eSIM I was forced to purchase, and honestly, this whole process has been a huge disappointment for a new customer.

Posting this here so others know what might be happening if their port succeeds but their eSIM never activates — and so Public Mobile is aware of how badly this impacts customers’ daily lives.

[softech]

@TerryOne 

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

[TerryOne]

hi @softech , i did got reach out via community inbox yesterday, but never got further response after i have send over my information. Can you escalate the ticket again and give an excepted time line on when would this be fixed? Thanks

[Frank52]

Hello, that is a common issue that many people encounter. Try to reboot your phone to see if that fixes the problem. If it does not, you will need to write to customer service and explain them your issue. Here is the link to use to get in contact with them:

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

They will respond back to your community inbox so please check on it regular. The only downside is that there are currently very long wait times. The estimated wait time for a response from customer service is 1-2 days due to the overwhelming amount of people taking advantage of the promotion. Hang in there, they will fix your issue.

[softech]

@TerryOne 

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

[TerryOne]

Hi @softech , i have the similar issue, but i don't see my eSIM at my celluar settings, there's also no welcome QR code for the esim or me to scan. There's nothing in the inbox and the Spam box. I private message the CS agent and its been more than 6 hours still didn't get a solution to that.

[lkaw1x]

same here

[Urmila]

same thing with me 😞

[hTideGnow]

hi @TerryOne 

the referral credit will show up on the newly joined as a credit in the account within 3 days

for the one who gave the referral to others, he will see the 1 Reward point on the next renewal day,

[Sansan]

@TerryOne  the $10 credit usually will be applied to your account within 72 hours as Available Funds. 

The person who refers you will receive 1 point at their next renewal. 

[Dunkman]

@TerryOne 

As a new customer, you should receive $10 in available funds in your balance within 72 hours.  If more than 72 hours, then you can contact customer service agent to manually apply the referral code.  

[CptHindsight]

same boat - no phone at all because of this. 

[TerryOne]

Hi, I purchased and activated my account on Jan 26, 2026 using a referral code, but the referral credit has not appeared in my account yet.

Additionally, after creating my account, I shared my own referral code with a friend who signed up using it, but that referral credit has also not been applied.

Could anyone let me know the approximate timeline for referral credits to be reflected?