signed up with esim my phne don't have it so got a sim card cant swich no optine on app

[Corylundy]

signed up with esim my phone don't have it so got a sim card and i cant switch no option on app tells me to get refund

[Handy1]

@Oliver2343  You can try @LitlLdy  suggestion while you wait . Just don’t delete the eSIM or you will need to purchase a new one 

[LitlLdy]

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@Oliver2343 wrote:

Should I wait for a reply or try @LitlLdy's remedy first. I'm just a bit worried about deleting all my saved up networks. Let me know, cheers

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@Oliver2343 , all it does is remove your Wi-Fi password & Bluetooth which you can add them again unless you forgot your passwords. The CS_Agent will ask you if you have tried that. 

[Oliver2343]

Should I wait for a reply or try @LitlLdy's remedy first. I'm just a bit worried about deleting all my saved up networks. Let me know, cheers

[Oliver2343]

Thanks, just submitted one

[LitlLdy]

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@Oliver2343 wrote:

Where is the QR code? It is in neither my welcome or confirm purchase emails. I'm having the exact issue as OP I have an iPhone 13 Pro Max from Apple directly that won't connect to the eSim even though it can

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@Oliver2343 , have you reset network settings & rebooted your iPhone? This worked for me on my iPhone 14 Pro. Also, make sure the eSIM is turned in (Turn On This Line) in your Cellular settings.

Edit: My eSIM was installed during purchasing it. It took some time for it to install but did. I never received the QR code in my email!

[Handy1]

@Oliver2343  Please submit ticket with support 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Oliver2343]

Where is the QR code? It is in neither my welcome or confirm purchase emails. I'm having the exact issue as OP I have an iPhone 13 Pro Max from Apple directly that won't connect to the eSim even though it can

[LitlLdy]

@Corylundy , I would message CS_Agent again & ask for a Senior CS_Agent for help if you are positive that your phone is eSIM compatible. We have seen a few posts with this error message on phones that were eSIM compatible. CS_Agents had to help them fix the issues for them! Otherwise message them back & ask them to apply your physical SIM Card to your account instead.

Edit: @softech , Op has a SIM Card already.

[Handy1]

@softech  And @Corylundy  sorry yes I forgot you pay before activating now . So with physical SIM card in hand @Corylundy  you can get support to help you SIM card swap it for you . Or if you were able to log k to your account profile page sim swap  it yourself 

[softech · Accepted solution]

@Corylundy 

if you don't mind go back to physical sim , get one from:

• Amazon.ca:  https://www.amazon.ca/gp/product/B06X9ZGDWG/   (Best and Quickest online option, Free Prime next day shipping)
                             or  https://www.amazon.ca/dp/B07R6P5KBB/ 
• local Telus/Koodo/Mobile Klinik stores: https://www.publicmobile.ca/en/bc/pick-up-SIM (call ahead to confirm availability ) 

Once you got the sim card, message support and they will update it for you:

                 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

[Corylundy]

yes how do i do that 

[Corylundy]

i already payed for this month 

[softech]

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@Handy1 wrote:

@Corylundy  If you have physical SIM card in hand you can create account with it . And use a different email than before

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@Handy1 

OP is at step 6 of 6 already, meaning the account was charged and created.  If OP wants to change to a physical sim card, he should not be creating another account (that would cost him another account charge).  Instead, he needs to message support to update the sim card number 

[hTideGnow]

HI @Corylundy 

if support cannot help, we can't too  😞

What phone is yours? iPhone?

You might want to change to a physical sim.  Get it from Telus or Koodo store or online at Amazon, then ask the agent to help to update the sim card number and use physical sim instead

[Handy1]

@Corylundy  If you have physical SIM card in hand you can create account with it . And use a different email than before . You can always change it later in your account afterwards . And get support to refund you for the eSIM account .  Me think Physical SIM card better anyways 

private message   To CS_Agents click          

VVVVV      Link below    VVVVV

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

[Corylundy]

i diid that and the photo i put up is what i get every time

[Corylundy]

i have spent hours talking to support and all i get is run around this is by far the worst experience i ever had trying to get a phone up and running

[softech]

@Corylundy 

what model of phone do you have?  But we saw this message show up icnorrectly before, all it meant is it had problem installing the eSim for you.

However, you can install it yourself.   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),  try to reboot your phone once.  

If it still does not connect and if you have any active sim on the phone , disable them (eSIM/Physica sim) or remove the physical sim.  And make sure the one associated with PM sim and your phone number is enabled.  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.

if it still does not work, please open ticket with PM support

               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

[hTideGnow]

HI @Corylundy 

the message could be wrong (we saw that a lot)

check your email, you should get a QR code there, scan it and install it manually