registered eSIM, but phone did not work.

[zyf]

I have chose the plan with eSIM. However, my phone cannot download the PM app, becasue the phone is regiested in China not Canada. I purchased one phsical SIM card. Can I trafer it to the phisical SIM? BTW, I have not sucessfully open the new line. Can I get the refund and open the new line with the phicical SIM card?

There is not live chat, no contact phone number. I am so disappointed with PM.... 

[zyf]

That is what I was doing. I have download the app using another phone, and was trying to active it. Unfortunately my account always showed errors! Who can check my account? Can i call them chat with them directly? 

[esjliv]

@zyf - people who normally post here in the community are not public mobile staff, and have no access to your account. We are customers and members like you here.

I have included the links to public mobile customer support in my first post.

Can you borrow someone's phone that can download the app to complete the activation?

Maybe they can help you here?.. Click this link to use the: Public Mobile Online Activation Assistance

[zyf]

My account shows error when I tried to active my plan. Can you help to check what is the problem with my account? I need to address the issue asap. I have paid the plan 4 days ago, but have not got a phone number yet. Too bad!

[esjliv]

@zyf - oh you have a few things going on. Yes, unfortunate about the eSIM. Now that you have the physical SIM can you go into your My Account to request the SIM SWAP change of number? 

See "How To Change Your SIM Card" in this Help Article: https://www.publicmobile.ca/en/on/get-help/articles/change-sim-number

If still issues - Ways to contact Public Mobile Customer Support (CSA) below:

1-Normally Faster - use this link to: Get Help With Public Mobile Chatbot], also found in various places in Public webpages, OR

2-go to your envelope at the top right of your Community Account which is where your Inbox and Sent messages are. Select the orange/peach color box with the pencil inside it to start a new message. Type CS_Agent in the SEND TO box. This will create a private message to Public Mobile Customer Support (link is provided in #3 below as well). 

3 -Use this link (same as #2)  Private Message to Public Mobile Customer Support Agents (CSA)