Need help switching newly activated Prepaid line to Postpaid while outside Canada

Dear Koodo Team,

I just purchased and activated a Koodo Prepaid eSIM, but after activation I learned that Koodo Prepaid service is not available outside Canada and the U.S. I am currently outside Canada, so the line shows No Service and I cannot receive calls or SMS.

My Prepaid account number is 1000000****6. I can provide the full account number privately to a Koodo representative if needed.

I would like to switch this new Prepaid line to a Koodo Postpaid plan so I can use the number while abroad.

I found information about the Fast Switch Self Serve option for moving from Prepaid to Postpaid, but I am currently unable to access my Prepaid Self Serve account.

The first issue is that the login process requires an OTP sent to my Koodo number. Since the Prepaid line cannot connect to a network where I am, I cannot receive the OTP.

I also tried using Forgot Password and resetting the password through email. However, the password reset does not work either.

The page says that the password must:

1. Contain a minimum of 8 characters
2. Include at least one uppercase letter
3. Include at least one lowercase letter
4. Include at least one number
5. Include at least one special character
6. Contain no spaces
7. Match in both password fields
8. Not contain more than 2 identical letters or numbers in succession, for example AAA or 111

It also says the password will not be accepted if it:

1. Contains personal information such as first name, last name, or email
2. Uses common password phrases, for example P@ssword
3. Matches the previous password

I have tried multiple passwords that satisfy all of the listed requirements and avoid all of the prohibited conditions, but I still receive this error:

“The password you entered does not meet the requirements. Please ensure it follows all listed requirements including no use of personal information, common phrases or match your previous password.”

So at the moment I am blocked in two separate ways:

1. I cannot receive the SMS OTP because the Prepaid line has no service outside Canada/U.S.
2. I cannot regain access through the email password-reset process because passwords that appear to satisfy all published requirements are still being rejected.

Could someone please advise how I can switch from Prepaid to Postpaid in this situation, or how Koodo Support can manually assist with the Fast Switch process?

Ideally, I would like to:

• keep my existing Koodo phone number;
• transfer any eligible Prepaid balance/value to the Postpaid account;
• complete the switch without needing to receive an SMS OTP on the currently unavailable Prepaid line;
• regain access to Self Serve if that is required for the migration.

The Prepaid account and eSIM were purchased yesteraday and have not been usable from my current location.

Many thanks!