Public Mobile subscriptions support eSIMs for all eSIM-compatible phones.
eSIMs are electronic SIM cards that are downloaded directly onto your phone instead of being inserted into your phone like a physical SIM card.
Below you’ll find answers to commonly asked questions about eSIMs.
Getting an eSIM
What are the benefits of an eSIM?
With an eSIM, you benefit from quick and easy activation; Download your eSIM while setting up your account, and activate your plan within minutes.
To get an eSIM from Public Mobile, simply select it during your subscription setup process. Most new phones support eSIMs. Verify your phone’s compatibility during the subscription setup, and ensure you have WiFi or a cellular connection to download your eSIM.
How do I get an eSIM from Public Mobile?
You will be able to get an eSIM when you set up your Public Mobile subscription. To learn more about how to subscribe, click here.
How do I know if my phone can use an eSIM?
Most new phones can use eSIMs, such as the iPhone XR (or newer) and the Samsung Galaxy S20 (or newer). If you’re not sure that our phone supports eSIM, you’ll be able to verify your phone’s capability as part of setting up your subscription. Additionally, while setting up your subscription you’ll have the option to purchase either an eSIM or a physical SIM card. Please note: you will require WiFi or a cellular connection to download your eSIM.
Managing Your eSIM
Can I transfer my eSIM to a new device?
If you’re switching devices, a new eSIM will be required for the new phone. You can purchase a new eSIM and install it on the new device using the Public Mobile app.
Can I Transfer from eSIM to eSIM?
At this time, transferring directly from one eSIM to another eSIM is not supported. To make this transition, you’ll need to purchase a new eSIM. The steps for purchasing a new eSIM are as follows:
- Visit the ‘Subscription & Add-ons’ page in My Account
- Choose the option to purchase a new eSIM
- Complete the payment, and a new eSIM will be issued to you
Note: Please ensure that your device is compatible before making the purchase.
How do I purchase an eSIM for someone else?
To purchase an eSIM for another person, you will need to complete the purchase process on the device that the eSIM will be installed on.
What should I do if the eSIM download fails?
If the eSIM installation fails, you have the option to retry the download up to three times. If the issue persists after three attempts, you will have the option to contact a Customer Support Agent for further assistance.
How do I transfer the number associated with my eSIM to another phone?
To transfer a phone number from an eSIM to another phone you will have to contact a Customer Support Agent by clicking here.
Can I delete my eSIM profile?
You can delete your eSIM profile by going to your phone’s network/cellular settings and locating the line (eSIM profile) you want to delete. When you delete your eSIM profile, you are not cancelling your subscription. To continue using your service you will need to get a new SIM in the Public Mobile app or My Account.
If I delete my eSIM profile from one phone, can I restore the same eSIM again
No, once an eSIM profile is deleted from the phone, you cannot restore the same eSIM profile again into another phone or on the same phone. You will need to purchase a new eSIM by contacting a Customer Support Agent here.
Can I switch from a physical SIM to eSIM?
Yes, to transition from a physical SIM to an eSIM, please follow these steps:
If you don’t have the app
- Download and install the Public Mobile app on your device
- Open the app and begin the eSIM activation process
- Select ‘Pay & Install’ and complete the payment. Your eSIM will be installed and your current SIM card number will be automatically replaced with the new eSIM number
- You can remove your SIM card. It is no longer necessary to access Public Mobile services after the eSIM is activated
If you’re logged into the app
- Visit ‘Subscription & Add-ons’ page
- Scroll to the bottom
- Click ‘Shop SIM Card Now’ Button
- Select ‘eSIM’ and click ‘Pay and Install’
Note: Remember, once the eSIM is installed, it cannot be transferred to another device
I’m having trouble downloading my eSIM
If you face issues while downloading your eSIM during activation, use the eSIM QR code in your activation summary email. Open the email on a different device and scan the QR code with your phone. This downloads your eSIM directly. Then, log back into the app as an existing user.
Managing Multiple Phone Numbers on One Phone (Dual-SIM)
How do I know which line I’m using at any given time?
Each line is individually labelled to differentiate between numbers. You can customize your labels in your phone’s settings. Note that labels may vary depending on the operating system and the active carrier.
How do I switch between eSIM’s?
Your device may support storing multiple eSIMs, making it easy to switch between them or revert to your Primary SIM.
iPhone/iPad users:
- Navigate to ‘Settings’ on your iPhone or iPad
- Tap ‘Cellular’
- In ‘Cellular Plans’, select the eSIM you want to activate or deactivate
- In ‘Cellular Data’, choose the eSIM for data usage
- To restrict data usage to one specific plan, ensure ‘Allow Cellular Data Switching’ is OFF
- Keep roaming ‘ON’ for your eSIM
Samsung users:
- Go to ‘Settings’ and select ‘Connections’
- Choose ‘Mobile Network’
- Activate your desired eSIM or select ‘Preferred SIM card’ and choose your eSIM
- Keep roaming ‘ON’ for your eSIM
Google Pixel users:
- Navigate to ‘Settings’ and tap ‘Network & Internet’
- Tap “Mobile network”
- Select (or toggle on) your desired eSIM
- Keep roaming ‘ON’ for your eSIM
What happens when I receive a call on my secondary line while I am on a call on my primary line?
Both lines can be connected to the network at the same time. While on a call using one line, the other line is on standby. If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.
If both the lines have mobile data, which one can I use and which one will show on my bill?
Both lines can access mobile data but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you have selected to use as the default at any given time. The default line can be changed in your phone’s settings.
When travelling, can I use a foreign carrier’s eSIM on my phone?
Yes, you can use a foreign carrier’s eSIM plan when travelling to countries outside of Canada if the network is compatible with the device. When you return home, you can switch from your foreign carrier’s eSIM to your local eSIM. Note that while you are using the foreign carrier’s eSIM your Public Mobile subscription is still active and your renewal date remains the same.
Hard to find information about Public Mobile eSIM:
- eSIM can ONLY be purchased from the PM app
- eSIM can further be used on any other device
- How to get the QR code:
You’ll need to purchase an eSIM first, but refuse installation. The QR code will then be available in your account dashboard, on Desktop mode only.
Cheers!
