Community

jack222 · a month ago

Hi, I need to transfer my old SIM card number from my iPhone 15 to a new E sim into my iPhone 17. I only pay by voucher. when I attempt to do this in the app . it says payment failed try another payment option. Is there an issue with the App I have tried it for 2 days. Reboot Phone delete and install app. My view is the App will not accept payment from my account as I top up with vouchers. I have 45 dollars in account. Can management in PM. confirm if there is a current issue with their APP. ?

jack222 · a month ago

For people with no credit card they cannot switch to new esim. If that App can be fixed to allow voucher clients access it would be great. Thanks

slusagm · a month ago

@jack222 have you opened a ticket with PM agent yet?

PM Management does not monitor this forum

You started this post 24 hours ago , if you submitted ticket and work with PM, your issue would have been resolved by now

And worst casez just add the credit card, buy eSIM and open a ticket with PM and ask them to remove the card

jack222 · a month ago

ATTENTION PM. TECH MANAGEMENT :::There is a problem with the PM app when people are using vouchers to transfer their Physical SIM to Esim when they buy a new phone that only accepts Esim. The system will not allow it currently. It says Payment failed use another payment method. If one does not have A credit card on their file it will not work. Can PM tech support kindly fix this matter soon. Can PM.confirm that a VISA will work for sure at present. Please post a notice about this in your announcements advising your system currently only accepts visa for transfers of SIMs. At present customers that have toped up their account only with vouchers appear to be out of luck trying to switch their old physical SIM to Esim in you APP.

slusagm · a month ago

@jack222 we are just customers here

Most the time we don't need the QR code for eSIM , the app will take care of it

And have you open ticket with PM? They can confirm why you cannot buy eSIM even you have enough funds in the account. We are customers and we cannot help with check your issue

jack222 · a month ago

Can you confirm also that you had an old iPhone with a physical sim in it as I do with my iPhone 15 and need to keep my number and when you paid by Visa did you get a QR code to scan into new phone. And your Visa was then removed and you are back paying by vouchers now. Thanks

jack222 · a month ago

Were you able to buy the Esim with credit card and were you able to remove it afterward ? If you were able to buy the Esim were you able to activate it without issue ?

LitlLdy · a month ago

@jack222 wrote:
May I ask if anyone that had this issue had it resolved by the agent and if so what did the agent tell them to do. did the agent actually manually fix the issue at back office and send a email to the customer with the QR code to scan in. The money is in the account and I agree to pay the $ 5. But their APP. will not allow it. Many people have bought new I Phone 17 in fact they are sold out at Apple and BestBuy. If PM cannot get their APP working for ESIM they will loose customers soon. Please Fix the APP soon. Thanks

@jack222 , I had the same issue, I top up using vouchers & I couldn’t purchase an eSIM with my available balance even though I had more than enough funds! The CS_Agents couldn’t help me, they told me that I had to add a payment card & purchase an eSIM that way then contact them again to remove the payment card! I also couldn’t get another eSIM a separate time even though a replacement one was free! Again, I asked for help, I had plenty enough funds in my available balance (even though the eSIM was free this time), I was told again they couldn’t help me & that I had to add a payment card to my account to purchase the free one! So, yes something is seriously wrong with their system!

Edited for clarity: With the Public Mobile app on the phone I wanted to use, I did as instructed above, I added a payment card to my account, purchased the eSIM & the eSIM installed automatically both times without any issues. Once was to a new iPhone from an older one that was using a SIM Card. I never received a QR code to my email either time. I never have from Public Mobile when getting an eSIM.
As stated both times I had to contact CS_Agents to remove my payment card from my account (no option to do it myself) due to I use payment vouchers.

jack222 · a month ago

Thank you.

hTideGnow · a month ago

hi @jack222

with the payment issue, generally PM support agent cannot do much, they are not allowed to process the payment on behalf of you. Usually, they will just ask you to try again after 24 hours

But if you have already topped up with voucher and Available Funds have enough money, they might be able to do something. But with eSIM, it could be tricky, as you need to complete the eSIM purchase yourself. For some reason, PM support agent cannot buy the eSIM for you or cannot re-generate a new eSIM QR code on behalf.

Anyway, leave it with agent and tell us how it is resolved. And if no agent reply still, since it has been 90 minutes already, message support agent again and push for an update

jack222 · a month ago

May I ask if anyone that had this issue had it resolved by the agent and if so what did the agent tell them to do. did the agent actually manually fix the issue at back office and send a email to the customer with the QR code to scan in. The money is in the account and I agree to pay the $ 5. But their APP. will not allow it. Many people have bought new I Phone 17 in fact they are sold out at Apple and BestBuy. If PM cannot get their APP working for ESIM they will loose customers soon. Please Fix the APP soon. Thanks

hTideGnow · a month ago

hi @jack222 So, you already topped up the voucher and have enough Available funds for buying eSIM?

maybe uninstall and reinstall the app and try again

Last, ask PM support to help.

submit a ticket with CS Agent using Chatbot here:
  https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
   (If unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can 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