What do you mean you bought a BYOD sim card from koodo? 

Was this online or instore? Was this prepaid or postpaid? 

Did anyone set up an account for you (name, address, credit info etc)? 

Hi Dennis 

We purchased a new SIM card online to use in one of our own phones. 

We have a new Koodo account and monthly plan setup (credit card on file with koodo etc)

We received the SIM but it will not work in 2 different Telus phones.  One (newer Samsung S20) complains that the SIM is unregistered.  The older Samsung S8 will not connect to the Koodo network.

Both phones see the Koodo access point (sp.koodo.com),  but not the koodo network operator info.

When we try and make calls on either with the SIM card installed they complain that there is ‘No registered network’.

thanks for any help you can provide. 

Sorry I should have been more specific - we bought the SIM card directly from Koodo using their online store.

Are you sure your koodo line is activated? Generally speaking, the activation of the sim card is timed so it happens right around the time of delivery, but if it arrives sooner than expected it may not have happened yet. If this is a new account, have you received the email to set up your self serve yet?

It is a new account.  We did receive an email to setup a new self serve account a few days ago, and did it before the SIM card arrived.  

In self serve does it say what the sim card number is? It may show just the last few digits.

See if that matches your new sim from koodo. 

The SIM card number in self serve (last 3 digits anyway) matches the one we received. 

Then it sounds like your sim may be defective. 

Bring it into a koodo kiosk and see if it works in one of their phones there. If not then I'm pretty sure your sim is defective 

When you put your Koodo SIM in the phone. What was the status on the top left of the screen? Was it “no Sim” or “emergency use only”?