Activation Issue - eSIM Not Properly Installed

apiwan
apiwan Posts: 2 ✭
edited April 1 in My Mobile
Hi, I want to transfer my number from another network to Fizz eSIM. I scanned the QR code, but it says "Unable to Activate eSIM."
When I press the "Start Your Transfer" button, I also see the message "Your eSIM was not properly installed on your phone."
I followed the installation steps and made sure I’m connected to Wi-Fi, but it’s still not working. I also saw the warning not to delete the eSIM, so I haven’t removed it.

I’ve already tried:
Restarting my phone
Turning Airplane Mode on and off
Manually selecting the Fizz network
Is there anything else I can do, or should I contact support?

Thanks!

Best Answer

  • Whizz
    Whizz Posts: 24,719 admin
    edited April 1 Answer ✓

    Hello @apiwan ,

    Sorry to hear about the issue.

    I verified your account and it appears that the eSim transfer was cancelled and you went with a physical Sim order.
    It`s possible that you either did not install the eSim properly or the eSim bugged out for which we are sorry to see.

    Be sure that once you start the transfer again on the physical Sim card, you follow the details found here : https://fizz.ca/en/faq/activation-how-do-i-transfer-my-current-phone-number-to-fizz

    On the last note, I refunded you for the eSim transfer that didn`t work out and for the Sim card that our agents ordered for you as it looks like they didn`t get a free order , just a normal one for which we deeply apologize.
    The refunds will be visible by the end of the day in your Fizz transaction history in your bank account by the end of the day : https://fizz.ca/en/faq/where-can-i-see-my-transactions-and-orders

    Thank you for your understanding.
    Have a good one,
    Raul, Community Moderator

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