The new SIM card (shipped with the new phone) was an inactive SIM. if the old sim was working fine, you can use it in the new one.

If you want to use the new SIM, you have to switch it in self-serve. Follow this https://www.koodomobile.com/en/help/koodo-sim-support

I’m not able to switch it I started the process of doing then I got disconnected because of a power outage so I have no way of getting the code for it

In that case, you will have to use the old sim for now (if it fits in the new phone). 

Anyway, Have you tried to switch again as the process wasn't completed? If you couldn’t for some reason, you will have to contact Koodo (instore or calling). 

Yes I have but I have no phone for the number to be texted to

You could take the sim out and put into another phone that you have access to.

It doesn’t work at all I tried that too

When I put it in a different phone it just says no service 

Well, could you confirm these

• are you an existing customer or a new customer?

• Is the old sim card working in the past? And are you in an area that you had  Koodo signal reception?

Yes I am an Koodo customer for a year now and yes it was but as soon as I put the new SIM card in it went to activate my number on new card and it failed and my service had disappeared. I’m also in a very good area for Koodo signal 

In self serve in the sim card change screen, is the active sim card number the new sim card or the old sim card? You should be able to see the last few digits and then you can see which card it matches too

It’s to my old SIM card that’s what it says

Can you try your old sim in your old and new phone again? Does it still not work? 

No it stil doesn’t work at all

Yes I am an Koodo customer for a year now and yes it was but as soon as I put the new SIM card in it went to activate my number on new card and it failed and my service had disappeared. I’m also in a very good area for Koodo signal 

 

This issue showed in screen had nothing with Koodo, that is Apple activation service. You can remove the SIM card out and activate the phone using WiFi.

I recommend you visit a Koodo kiosk and ask a rep there to assist you. I think both of your SIMs had issue.