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Can't get email verification code for replacement sim card

  • December 24, 2025
  • 4 replies
  • 53 views
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Hello, I have been living abroad and just returned to Canada and reactivated my plan. I need to activate a new SIM card, as I unfortunately lost my old one in the move back.

 

However, Koodo refuses to send me a verification code via email due to the email being "recently changed." I have never changed the email on my account! Because of this, I can't get a verification code at all, since my current and only sim card isn't working. I am on the verge of changing services entirely, since I can't currently talk to a rep either without my working phone number. I would just like my email verification code to send! Thanks for any help.

Best answer by Dinh

The fastest way to do it is probably visiting a Koodo store with your proper ID so a Rep can switch it for you.

SIM Swapping is a security risks, they typically would like to verify your ID before helping you. If you have access to another Canadian number, you can try to schedule to that one as well.

4 replies

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  • Dennis
  • Mobile Master
  • December 24, 2025

Let me flag a rep for you

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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  • Brenna2025
  • Author
  • Beginner
  • December 24, 2025

Hi, I really appreciate that you flagged a rep! Unfortunately they keep trying to schedule callbacks and my whole problem is I can't currently take calls of any kind.

Dinh
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  • Dinh
  • Mobile Master
  • Answer
  • December 24, 2025

The fastest way to do it is probably visiting a Koodo store with your proper ID so a Rep can switch it for you.

SIM Swapping is a security risks, they typically would like to verify your ID before helping you. If you have access to another Canadian number, you can try to schedule to that one as well.

A Koodo customer, opinions are my own.
    Darius Koodo
    Forum|alt.badge.img+4
    • Darius Koodo
    • Official Rep
    • December 24, 2025

    Hello ​@Brenna2025 We understand how the situation can be uncomfortable, to say the least. We did not notice any changes in regards to the email address recently. The message you are receiving needs to be investigated by our Tech support team. 

    The fastest way to make the change and make sure you have service is what ​@Dinh  mentioned. You can proceed in a nearby Koodo store with your ID and the representatives will be able to assist with the sim card change.  As soon as you change the sim card in the store, you can schedule a callback in order to speak with our Tech support in regards to the message received and to make sure that it is resolved for future similar situations.

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