I tried to move from pre-paid to post paid

Hi ​@lbm227 

We are sorry to hear that!

Just to double check, did you have a Koodo prepaid account and you switched to Postpaid through the Fast Switch option in your prepaid self serve account (https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)? 

Was there any error that you got during the process?

Everything appeared to go through fine. I got the text message to move from prepaid to postpaid and I sent “Yes” back to transfer and then my service stopped working. I was on a Kodoo esim. When I tried to login to my account it said it wasn’t set up yet or linked and now i can’t log-in at all (maybe i’m locked out)

Got it!

Have you received an email confirmation to register for self serve on Koodo postpaid?

I got an e-mail titled “welcome to pre-authorized payments” 

“ On September 12, 2026, you signed up for pre-authorized payments. Your monthly bill will be automatically charged to credit card ending in...”

I still can’t login to my account and when i try to reset my password i never get an e-mail

Have checked also the SPAM folder on the email you used to sign up for postpaid?

Have you tried restarting your device?

Yes I keep checking my spam folder. I’ve tried to reset my password twice and I’ve also just reset my device again to see if anything has changed but it still says “emergency calls only”

We have just sent you a PM to confirm some more details, please check your community inbox when you get the chance!