issues with eSIM

[MatthewHawke]

My phone is saying I don’t have an eSIM and I no longer have my activation email from 2 years ago. 
I am trying to contact a customer service agent but the system keeps presenting errors. 

[MatthewHawke]

My phone is not giving me the option to buy an eSIM. I have had one working in this phone before. 

[hTideGnow]

hi @MatthewHawke 

did you reset the phone? or you delete by accident?

but you follow the same steps above to install a new esim (you don't need your welcome email), choose email as 2FA (click Didn't receive code or Resend code and you will see the option)

if you need PM support for any reason,  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            

[MatthewHawke]

I am using the same phone it just started telling me I don’t have an ESIM. I can’t reinstall it because I don’t have my activation email anymore since I joined 2 years ago

[Sansan]

You cannot reuse the same email with the esim. Your account paid?

Did you check your sim manger or cellular in your phone settings to see if its still there?

If you need help use the link below to address this with an agent.

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

[hTideGnow]

hi @MatthewHawke 

so, you used eSIM and you need the eSIM installed on a new phone?

What you need to do is to download the PM app on the new phone, login to the app, go to Account page and choose Buy sim card and select eSIM.

the system might still charge you the $5.  Pay and install the esim first.

After the new esim is installed, submit a ticket with PM agent and for reimbursement.  You can submit ticket with CS Agent using this Chatbot link:  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 any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437