Changed prepaid phone number, however, phone number is not activated

Hi ​@anhbanana 

Just to double check, the new phone number is showing in self serve but you have no services?

Hi, 

Yes, that’s correct. This was the following message: 

“Congratulations, you have

successfully changed your number!“

A number change can take a bit to fully propagate — the new number registering on the network sometimes lags a couple of hours, so it isn't unusual.

Since it's an iPhone, you can try to turn iMessage and FaceTime OFF, restart, then turn them back ON so they re-register under the new number.

Have you tried resetting your network settings? You may also want to remove and insert your SIM card back into your phone. https://support.apple.com/en-ca/guide/iphone/iphea1c2fe48/ios

Hi, I’ve tried everything mentioned above (thank you, everyone), as well as got a new iPhone - unfortunately, my new number is still not working (my previous number was working for a while until I switched phones, so now I’m without either phone numbers). My account says the new number is Active. Could someone kindly help

me out? Thanks in advance!

Hi ​@anhbanana, Koodo rep's abilities are limited when it comes to prepaid accounts here on the community page. For further assistance, I suggest you reach out to a prepaid rep through Koodo assist by either scheduling a callback to another number that works and you’re able to answer or you can speak with a rep through Koodo’s expert messaging.

Expert messaging is available 9am to 9pm local time during the week. There, you speak with a rep through asynchronous messaging. Koodo assist can be found here: Support Homepage | Koodo Mobile

Just to confirm, do you currently have an eSIM with your prepaid service? As I have ran into this issue before when it comes to number changes on eSIM. Usually, the eSIM profile needs a refresh on the rep side as eSIM profiles can be rather picky. A prepaid rep will be able to assist with this or look into the issue further if that is not the case. 

Hi ​@Oliver C, thanks for the response - appreciate it! I have a physical SIM card… I’ve tried Koodo Assist a few times for prepaid during business hours but it keeps telling me that chat with an agent is not available for prepaid (“We currently don’t offer a live chat service, but I can help with almost anything.). I’m not really sure what else to do but thanks again! 

Whoops! That's right I had forgotten it is only for postpaid for expert messaging atm, my apologies 😅

In that case, when you go to Koodo assist, are you selecting the Prepaid option when prompted to choose Monthly, Internet, or Prepaid? As expert messaging should not appear for you in the chat bot for the prepaid service. The Monthly option is for the other, Postpaid service. 

Once you select Prepaid, if you ignore the first prompt and type in “Schedule Callback”, the bot will prompt you to login to your Koodo prepaid self-serve account. From there, it will continue the prompts to schedule the callback. Let me know if this works, remember to make sure you have it call a number you can answer as your current one is not working. 🙂