esim is not compatible

[Roop1111]

I got the public mobile esim and it showed that it was compatible. once purchased it showed not compatible. The payment is processed and I can’t get a hold of anyone to help me. I don’t know where to submit the ticket on this community. Not very happy as of now.

[BKNS27]

@Roop1111 

What is the make and model of your phone?

[eddieO]

@Roop1111 support will be able to help you. If you are able to find a Telus/Koodo or Mobile Klinik store near you I would recommend picking up a physical SIM card there so you don't have to wait for shipping. Support agent should be able to give you a credit or refund:

You will need to open a ticket through the Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to: 

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

[hTideGnow]

hi @Roop1111 

can you confirm if the esim already installed?  It could be installed by the app and the error was just about the esim was not properly configured.

fisrt, make sure your old physical sim card is removed , or if it the old carrier sim is esim, disable it from Sim Manager or Settings->Cellular

On the same Sim card Manager, or Settings->Cellular screen, check if Public Mobile esim is there. If it is , make sure it is set as Primary and enabled (or Turn on this line is enabled), then Reset Network settings

if that does not help, ask support agent to check,  submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage