URGENT: eSIM Activation Failure – Immediate Resolution Required

Question

Dear Customer Support Team,I am writing to report an urgent issue regarding my recent number transfer from Rogers to Koodo Mobile.I purchased and fully paid for a yearly plan in advance and opted for an eSIM. However, while attempting to activate the eSIM, I am receiving an error stating that the QR code has expired. Unfortunately, I am unable to generate a new QR code.This situation has left me completely disconnected:My previous network is no longer active	The eSIM is not installed on my new device	I am unable to receive OTPs or calls on my number (+****89)	I cannot access customer support via phone due to lack of serviceThis is extremely urgent, as I require my number to be active immediately.Account Details:Account Number: *****30Phone Number: +****89I request you to:Immediately issue a new eSIM QR code, OR	Provide an alternative way to activate my eSIM without requiring OTP access to the inactive numberPlease treat this matter as HIGH PRIORITY and resolve it at the earliest possible time. I have already made full payment, and the service has not been activated, which is unacceptable.Kindly respond urgently with a resolution.Thank you.Sincerely,Shivam Gupta

Dinh · Accepted Answer

Hi Dinh,Thank you for your response.Unfortunately, I do not currently have access to my Self Serve account. Whenever I try to log in, it asks for an OTP verification code, but I am unable to receive the OTP because my phone currently has no network service due to the eSIM activation issue.Also, I am not in Canada right now. I am currently in India and will be staying here for a longer duration. That is exactly why I switched to the Koodo prepaid yearly plan — so I could continue receiving OTPs, banking verification codes, and important phone calls while outside Canada.At this point, I kindly request that this issue please be resolved online only, as visiting a Koodo store in person is not possible for me.Please help me generate a new eSIM QR code or provide an alternative way to activate my service as soon as possible, since I currently have no access to my number.Thank you for your assistance and I look forward to your prompt support.Best regards,Shivam GuptaPlease also note that this is a community forum run mostly by fellow customers, so we don't have the system access required to generate a QR code for you.As a prepaid customer, you won't be able to use your Koodo service in India. Koodo prepaid plans only work within Canada and the US. Consequently, you won't be able to activate an eSIM while you are over there.Do you have anyone in Canada who can help you use the eSIM and check the code? Also, for prepaid support, you have to schedule a callback to a Canadian number that you have access to while staying there: www.koodo.com/prepaidchat

Dinh · Answer

Firstly, please don’t post your phone number in a public forum like this, as it is a dangerous practice. Just to confirm, are you currently residing in Canada and not using a VPN?

Regarding the eSIM, if you saw a message that the QR code expired, did you try scanning it previously, and did the error come up on the second scan?

As of now since you are seeing that message, you might need to get a new QR code. Do you currently have access to your Self Serve account? If you don’t, the best option is probably to visit a Koodo location and ask a rep to look into it for you.

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