unable to activate eSim

[SAccounting]

Hi,

I have paid for the subscripition but I am unable to activate an eSim after multiple attempts.

Please help.

[CSA_PM]

Thank you for the escalation! The customer is in contact with an agent.

[Dunkman]

@SAccounting 

Then you will need to private message CS_Agent and they will help finish activation of eSIM. From recent community experience, wait times seem longer on weekend even though CSAs work seven days per week. 

[SAccounting]

On my Android I search for eSims and none was found.

I also have not received a welcome email, which includes the QR code.

[Dunkman]

@SAccounting 

First check your phone settings to see if eSIM was activated anyways.  If not, did you receive email with QR code for eSIM?  

Otherwise, you will likely need to private message CS_Agent.  It will take some time (a few hours) before they respond.

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

I will try to escalate your issue with special CSA_PM, but they usually don't work on weekends. 

[softech]

@SAccounting 

there is a chance that the error was there because the Public Mobile esim is already installed and just not properly enabled

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 you don't see the Public Mobile esim there, check the Welcome email, there should be a QR code for the esim for you to scan and install manually)

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, open ticket with PM by private message CS Agent using this link:
       https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there will reply to you there