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Question

Can't obtain verification code because email was recently updated

  • April 7, 2026
  • 6 replies
  • 54 views
C

Hello Koodo experts -

I created the account on March 31 (new user, prepaid on a plan), and my self serve has correct email, verified at the time and also by logins and correspondence with Koodo.

However - when I wanted to perform a SIM operation in Self Serve I was told that my email can’t be used:

-----------------  

Get verification code

 

Before we start the transfer, we need to confirm your identity. We’ll send you a 6-digit verifcation code. Where do you want it to go?

<only option is my email>

Result:

This email address can’t be used for verification at this time, because it was recently updated.

----------------- 

Do you know how long it takes for the email address in the account to be considered valid for receiving verification codes? 

6 replies

D
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  • Dennis
  • Mobile Master
  • April 7, 2026

Did you change your email at all, or this is what you initially registered with?

 

If you already have an active prepaid sim, you can use the temporary number signed to your prepaid account too

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
C
  • Cris44
  • Author
  • Connector
  • April 7, 2026

This is the same email that I used to open the account 8 days ago, and which I used many times with Koodo just fine. The account and everything work fine, I was just curious how long it takes to accept the email as valid verification method.

 

C
  • Cris44
  • Author
  • Connector
  • April 7, 2026

When I talked to a tech (just now) - he said “he never heard about this problem”……… 

 

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • April 7, 2026

Hi ​@Cris44 

Just to double check, was the rep able to assist with the sim related request?

C
  • Cris44
  • Author
  • Connector
  • April 7, 2026

Hi ​@Cris44 

Just to double check, was the rep able to assist with the sim related request?

Yes, that was fixed. 

 

The main and original topic of this message is about not being able to use the email as verification means. 

Dinh
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  • Dinh
  • Mobile Master
  • April 8, 2026

Hi ​@Cris44 

Just to double check, was the rep able to assist with the sim related request?

Yes, that was fixed. 

 

The main and original topic of this message is about not being able to use the email as verification means. 

If I recall correctly, there is a 30‑day waiting period before the updated email can be used as a verification method after an email change or activation.

Additionally, their system may flag certain situations —such as using a VPN or accessing the account from outside Canada—as potential security risks, which can also prevent verification

A Koodo customer, opinions are my own.
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