eSIM won’t download or scan QR code.

[Redhot]

Scan of QR code doesn’t work and app says can’t install eSIM so contact support but when I enter a service ticket the submit button is greyed out. My number was transferred from Fido through the text fine. So now without any phone service.

Someone please help!

[Chalupa_Batman]

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@Redhot wrote:

iPhone 17 pro max

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Oh, nice phone!  You may wish to check out your settings, then to cellular or it may be listed as mobile services and check if the Public Mobile eSIM is already there as sometimes that error happens during install. If it's not there, then delete the public mobile app, restart your phone, redownload the app, log in and see if it asks you to resume or refresh the eSIM installation. If this fails, you will have to contact customer service to have them force reset your eSIM activation status. 

If you are able to log into your account, please do so. When there, on your left hand side you will see Message Centre. A new window will pop up will open up on the right side of the screen. (If you have a pop up blocker on your browser, please disable it for Public Mobile). Click on Start Chat. Enter Contact Us and follow the prompts to a CS Agent. 

If you’re unable to log in, please use the following link and enter Contact Us and follow the prompts.

Public Mobile Expert Messaging 

The hours of operation for this chat daily are 8am to 9pm (time zone unknown at this time). Response times are expected to be within 30 minutes but may be longer depending on volume of requests.

[slusagm]

@Redhot you checked Settings -> Cellular and confirm PM sim is not there? 

Try send PM a message. Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here:

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

CS_Agent will reply to your community inbox between 9AM-10PM EST (Mon-Sun), check here:

     https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[Redhot]

Like I said in my post. I can’t submit a ticket it’s greyed out on chrome and safari. Can’t submit a ticket. 

[Redhot]

iPhone 17 pro max

[Chalupa_Batman]

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@Redhot wrote:

Scan of QR code doesn’t work and app says can’t install eSIM so contact support but when I enter a service ticket the submit button is greyed out. My number was transferred from Fido through the text fine. So now without any phone service.

Someone please help!

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Hello @Redhot - If I may ask, which phone are you currently using? Before you contact customer service though the link provided, let's see if the community can try to help first. That's why we're here! 🙂 

[hTideGnow]

hi @Redhot 

if you need PM agent to help, use this link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
please use the same Community account login you are using now to login and submit ticket