esim not installed on activation

[JC540]

I have been trying to activate my iPhone 12 Pro with an eSim. The activation process goes thru the process of charging for the plan asking for transfer of number and when it tries to download the eSim. Then it gives me a message of "eSim not installed" and sometimes "eSim not compatible". I have tried it several times. The process does not allow me to get a physical sim instead. 

Any ideas as to why it is not loading. I am on a robust Wi-Fi network. Also how can I switch to a physical sim at this stage.

[CSA_PM]

Hello @ JasonRHouse,

I sent you a private message. You can view and reply to it by accessing this link: https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage 

[softech]

@JasonRHouse 

I have escalated your ticket on behalf.  PM support will reach out to your via Community inbox.  Please monitor here for their reply:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[JasonRHouse]

No one addresses the issue of Public Mobile never having issued a QR Code for the E-Sim.  And how you're locked into a neverending loop of just Activation that never works.  And because you can't activate you cannot do anything else within the app or online.  You're just stuck.  E-SIM NOT INSTALLED......no QR Code in Email.  Login to the website only provides a QR Code to download the app.....

[JC540]

I checked on my IPhone settings and there is no PM eSim installed. I never got a welcome email from PM with a QR code.

[softech · Accepted solution]

@JC540 

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

On Android:  Check your Sim Card Manager and see if a Public Mobile eSim is there.  If so, make sure it is enabled.  

On iPhone: check Settings > Celluar and see if the eSIM is there.  If it is, make sure the PM eSIM is set as Primary on "Cellular Plan Label" and "Turn on This Line" is toggled on

if you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

If the Public Mobile eSIM is there, disable or delete those non PM sim (eSIM/Physical sim). 
If the non-PM sim is physical, remove it.  If the non-PM sim is an esim, disable using the SIM Manager on the phone (or set as Secondary and turn off "Turn on this line" for this non-PM esim)  

Then reboot the phone and 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, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there