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Lost SIM card while traveling outside of Canada

  • July 14, 2026
  • 4 replies
  • 72 views
GXU

Hi,

 

I lost my physical prepaid SIM card while travelling outside of Canada, and I won’t be back in Canada until near the end of July. I did some searching and found this https://www.koodomobile.com/en/help/koodo-sim-support

So I decided to get a new e-SIM card and change the SIM number on my profile. After going through the process (scanning QR code, etc.) and waiting for the activation, I found that the ICCID shown on my phone matched the SIM number on my profile, even without me manually modifying/changing it. I don’t remember my old SIM number tho  - can’t confirm whether it has been changed or not. 

Then I got a notification saying that the activation cannot be completed, and I need to reach out to the provider. Trying to use the Koodo Assist, but can’t schedule a call back as they can’t do long-distance….

Is there a way that I can reach a rep to confirm my SIM number has been changed and to activate my new eSIM? Or is there a restriction on where to activate eSIM - like I have to be in Canada for activation? Should I wait until I get back to Canada to sort them out?

 

Any suggestions/advice will be much appreciated. 😭 

    4 replies

    Dinh
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    • Dinh
    • Mobile Master
    • July 14, 2026

    Hi — The main issue is you're dealing with this while abroad.  Koodo prepaid only works in Canada and the US, so your eSIM can't finish activating over-the-air while you're outside the country. That's almost certainly why you're seeing the 'activation cannot be completed' message — not anything actually wrong with the SIM number.

    The good news is that the ICCID on your phone matching the SIM number on your profile suggests the change did go through on the account side. It just can't fully activate on the device until you're back on a network Koodo prepaid supports.

    Some options to consider:

    - Simplest: wait until you're back in Canada at the end of July, then complete the eSIM activation there.

    - If you need it sorted sooner: prepaid Self Serve and callbacks are restricted outside Canada, but if you have a friend or family member in Canada, they could request a callback on your behalf so a rep can confirm the SIM change and reset the activation.

    One thing I'd avoid in the meantime — don't delete the eSIM from your phone. A deleted eSIM can't be recovered and you'd need a brand-new one. 

    A Koodo customer, opinions are my own.
    M
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    • MilkyWay
    • Mobile Master
    • July 14, 2026

    It is likely due to the fact that you are currently out of the country. It should be noted that prepaid plans are only available in Canada and the U.S. with the purchase of roaming add-ons. 

    Since there is no way for you to connect to the Koodo network, I would suggest you to wait until you come back to set up your eSIM.

    GXU
    • GXU
    • Author
    • Beginner
    • July 14, 2026

    Thank you for the replies! Should I scan the QR code again to complete the activation once I’m back in Canada or should I go to a koodo koisk/store for it? I guess I’m just worried that the QR code won’t work anymore since I scanned it before..?

    O
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    • Oliver C
    • Mobile Master
    • July 14, 2026

    Thank you for the replies! Should I scan the QR code again to complete the activation once I’m back in Canada or should I go to a koodo koisk/store for it? I guess I’m just worried that the QR code won’t work anymore since I scanned it before..?

    Yes. As the activation failed as you’re not in Canada or the USA, the QR code would still be usable. When you get back to Canada you should scan the QR code and it should allow you to activate the eSIM on the device.

    If it doesn’t work, you can then try and acquire a new eSIM profile through your self serve account or if you prefer, visit a Koodo store or use Koodo expert messaging on Koodo assist to get assistance on a new eSIM profile. 

    Just a guy trying to help out 🙂
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