New BYOD plan with eSIM - "Order is in progress", for many hours?

Question

I signed up for a new account with a BYOD plan, with an eSIM. The plans page says “activate your eSIM within minutes”, I expected my account would be activated immediately and that I could initiate porting over my number. My credit card has been charged, but there’s no plan listed in my self serve account. If I go to “Account History”, I get an error page saying “This service is unavailable right now”.

I got an email with an order number that was basically empty otherwise, I never got an email with details about my temporary number or any other information about my new plan. I didn’t even get a payment receipt, even though my card has been charged. It’s been like this for over 6 hours now. Is this normal?

Dinh · Answer

Online orders can take 1-2 business days to be reviewed before the line is actually activated, even with eSIM, so "Your order is in progress" with only basic Self Serve access isn't unusual for the first while. I wonder if the Account History error is just because there's no active service on the account yet.

Just to confirm, did you receive a service agreement email with your 8-digit account number? Check your junk/spam folder too. The eSIM setup email is separate from the order confirmation.

If you want an update, I would recommend emailing the webstore team at koodo.webstore@koodomobile.com with your order number, you don't need Self Serve access for that.

As well, keep your number active with your current provider and don't delete your existing eSIM until the transfer to Koodo is complete.

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