eSIM not installed

[Lawrence725]

After selecting the new phone no. in the app, it shows the following message in the Step 6 of 6: Activate
"Something didn't go right while installing your eSIM. Click below to retry"
No retry button, only Get Support. Tried multiple time still the same result.

[Lawrence725]

Thanks, just sent a message

[softech · Accepted solution]

hi @Lawrence725 

you already at Step 6, so pretty sure you were using app.

I would then open ticket with PM and ask them to send you a QR code. Message them:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

[Lawrence725]

I didn't receive any email after the payment, but the money have already reduced from my account

[softech]

@Lawrence725 

there is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable those non PM sim (eSIM/Physica sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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, please open ticket with PM support

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there