Trying to switch from prepaid to postpaid to be able to get service in the UAE

Question

I started switching my line from prepaid to postpaid to be able to activate international roaming as I am currently in the UAE. To finalize the switch, I understand I need to reply "YES" to a text message sent to my own number. However, since I'm currently travelling in the UAE and my Koodo number has no service I cannot receive or reply to that text.

My prepaid login no longer works, and I can now only see a partial postpaid account when I log in, which says "order in progress" and gives me only basic access. (I hope my number didn’t get lost.)

How can I activate the new postpaid plan to then be able to activate international roaming to then be able to use my number here in the UAE?

Dinh · Accepted Answer

Just to confirm, was the switch done under Fast Switch? With Fast Switch no new SIM is needed, the normal prepaid to postpaid process requires a different SIM.

The confirmation text goes to your Koodo number, and prepaid has no service outside Canada and the US, so it won't reach you there. That's also why your prepaid login stopped working, prepaid Self Serve and the OTPs are restricted outside the country, it isn't the password itself.

Community reps here can't access prepaid accounts, so for an order in progress you'd need a prepaid rep through the prepaid chat portal www.koodo.com/prepaidchat A callback can't reach your Koodo number either, so I would have a friend or family member in Canada take it on your behalf, or set up a Canadian VoIP number they can reach you on.

Oliver C · Answer

Hi there,as you’re travelling outside of the USA and Canada, you can’t receive the port confirmation SMS to transfer from prepaid to postpaid. This is why you’re receiving the errors that you’re seeing. Prepaid only works in the USA and Canada.For this reason it is Notrecommended to do this process once you have left Canada. I suggest you download a VoiP service such as Fongo, they will provide a Canadian number for you to use, and thenyou should schedule a callback with a prepaid rep below. You will need to speak with them to have the prepaid account reactivated properly to keep your number. Community reps on here have limited abilities with prepaid accounts.https://www.koodomobile.com/en/help?If you still want to switch to postpaid to receive its benefits in future, you will have to make the transfer once you return to Canada. For the time being, I suggest you either use a local prepaid sim while you’re travelling or a travel eSIM from services such as Saily or Airalo.

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