eSim disappeared, tried to buy a new one and it says my device is incompatible

[Ari-elle-2]

What exactly is happening here?

Phone worked fine this morning, but this afternoon my eSim is suddenly gone and when I tried to buy a new one it says that my device is incompatible - despite having had a working eSim until now.

I reset my phone, and it didn’t help.

Do I just need to buy a physical sim now?

[Ari-elle-2]

Thanks! It was weird. My account showed the eSIM still active. I did a forced reset of my phone using the volume/power keys (versus doing it through settings) and that re-activated the eSIM and now everything is fine.

So bizarre. Anyway, thank you for your help!

[Dunkman]

@Ari-elle-2 

That is an unusual situation.  Did you accidentally delete your eSIM?  In your self service account, under profile, what is shown under your SIM card number?

If you delete your eSIM, you should be able to purchase another eSIM via your PM app.

Might need to contact customer service agent to check status of your account. Submit a ticket for CSA help via the chat bot or the following link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html