esim not working

[salut84]

I bought a plan last week with an esim card.  During the inscription, the IMEI number of the phone has been check and it was compatible with an esim card.  Unfortunately, I was not able to download the esim card, and to sign «My account», public mobile send a code as a text message to the new cell phone number witch I connot get cause I dont have the esim card.

Should I call my credit card company to stop the payment or there is something that can be done from Public Mobile?  I'd rather stay with public mobile, but if I cannot have the service I'm paying for, its worthless.

Thank for helping.

[JRod]

@salut84 

You should have been sent a welcome email with a QR code in it. With this QR code you can manually add the eSIM to your device. Once it’s added make sure it’s enabled in your settings and then reboot your device.

If you didn’t receive a QR code in your welcome email, please reach out to support to re-issue you a QR Code. Do not issue a chargeback unless you never want to join Public Mobile as often companies will completely ban your credit card once a chargeback takes place. Customer service will make this right for you. 

Please click this link below to message customer service:

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

Keep an eye on your mailbox here as that is where your reply will come in (envelope icon on desktop, click your avatar icon in the corner and then click messages if on mobile).