eSim not working

[Colleen11]

Opted for an eSim, put in the IMEI number which said that my device was compatible. Now I'm trying to activate my device and I'm being told that it isn't compatible. I've been trying to contact Customer Support but I keep being told that there is a problem submitting a ticket. Can anyone possibly help???? Thank you in advance.

[Handy1]

@sheldon_pro  Note support hours are 9am-10pm EST

[sheldon_pro]

Were you ever able to get it solved? as i have the exact phone same issue so i went and bought a sim card and can't do anything as I am stuck at let's complete your activation when i click continue i get phone is not e-sim compatible can't get past that screen. I have been waiting for over 3 hours for support team a ticket was done but nothing back yet.

[Colleen11]

Its a Samsung s20

[BKNS27]

@Colleen11 

What is the make and model of your phone so we can check for you if it is compatible.

[Handy1]

@Colleen11  Most likely using thenIMEI number causes the issues . It really should even be an option to add the IMEI . Please use this direct link to support to help you get things straightened out 

send a  private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[softech]

@Colleen11 

Did you get to the eSIM installation step?   The error could be just the app cannot help to install the eSIM.  You can try to install the eSIM yourself.   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),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable them (eSIM/Physica sim) using the SIM Manager on the phone or remove the physical sim.  
And make sure the one associated with PM sim and your phone number is enabled (On iPhone, "Turn on This Line" under Settings->Cellular).
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

[hairbag1]

@Colleen11 

here's a link to message the CSA for their help...

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