new purchased e sim sos only

[sukhmanjot]

I purchased a esim but can not access account sos network and ever safe ask for pin sent on number stuck there

I brought a new physical SIM card today but can not activate it as account ask for pin to access it..

did I set myself for a trap to lose money no helpline no live chat also not available please help!!!

been 2 days since I made the purchase

[softech · Accepted solution]

@sukhmanjot 

you can message support and ask them to update the account with the physical sim here:

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened.  CS Agent will reply to you there

But do you want to give the eSIM another chance?

There is a QR code in your Welcome email.  Open it from a computer, or another device, then use your phone to scan it to install the eSIM profile on your phone

Once you installed the eSIM profile, (or If you got passed that step eSIM installation step),  try to reboot your phone once.  

If it still does not connect and if you have another active sim on the phone , disable those non PM sim (eSIM/Physica sim) using the SIM Manager on the phone or simply remove the physical sim.  

And make sure the one associated with PM sim and your phone number is enabled
(On iPhone: Settings->Cellular , make sure the PM eSIM is set as Primary and "Turn on This Line" is toggled on)

Then click Reset All Networks on your phone and it will work.  (Please note that Reset all Networks will also erase your saved Wifi and Bluetoosh 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.

[HALIMACS]

Reach out to customer support, @sukhmanjot 

They should be able to get the e-SIM going and you can hold onto the physical SIM card as a spare.

To contact a Customer Support Agent, send a private message to Customer Support Agent by clicking here.  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.