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Great Neighbour / Super Voisin

I'm a new customer. I have been trying to install eSIM. Unfortunately I get the following message: "Unable to Activate eSIM". I have sent a message to "CS_Agent" 3 hours ago. I have yet been contacted. Is there any faster way to get in touch with someone?


Good Citizen / Bon Citoyen

@Emile8 - I had the same issue last night. I went into settings and Cellular and switched the account to primary for the eSim. Worked right away. 

Great Neighbour / Super Voisin

Thanks that was helpful.

Mayor / Maire

Just curious - WHY did you chose eSIM instead of more reliable physical SIM?


@Emile8 maybe it is  installed but just not enabled and setup on the phone properly.

Did you get to the eSIM installation step?   Either the app will ask for your permission to do it for you, or you can get the QR code to install yourself. 

If you missed the step to install by the app, 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/Physical 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 on "Cellular Plan Label" 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 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, please open ticket with PM support

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