issue activating esim with QR code

[elsa21]

I scan the QR code in order to activata my esim but it doesn't work, how should I proceed? Thank you for your help 

[softech]

@elsa21 yes, luckily the system let your choose a different phone  number to receive the code.  But you can only make the change after the service is setup and you have used your current number to receive the 2FA code once.

Login to My Account, go to Profile > Manage EverSafe ID and you can update the number there.  Whatever number you put in there will be the number defaulted to receive the 2FA code 

So, you managed to get the eSIM setup?

[elsa21]

one more question: how can I change the recovery phone number to receive identity verification codes? 
thank you

[elsa21]

Thank you so much, it does work now! 

[softech]

@elsa21 

if you have used the Public Mobile app to subscribe and got to Step 6, then you shouldn't need to scan the QR code.  There was the error message when you scan because the Public Mobile eSIM should have installed by the app already, the eSIM just likely have not enabled on the app properly.  Check here:

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 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 ( orif you don't see the Public Mobile esim installed) ,  you will need to have PM support to further assist.  Please open ticket using Public Mobile Expert Messaging using your Community/EverSafe account.  Select Start a Chat to begin:
          https://expert-messaging.publicmobile.ca/guest/pre-chat
**You'll get email/SMS alert when agent replies. or monitor here: https://expert-messaging.publicmobile.ca/message-centre

** If you cannot receive 2FA code via SMS and unable to open ticket, please use another email to setup a new Community account and DO NOT link a phone number to it.  You can then create an Expert Messaging ticket using that new account.