Cannot transfer eSIM to new phone

Hi there,

to confirm, have you attempted to retrieve your eSIM profile using your Koodo self serve account? As you can retrieve your eSIM through there and it can be sent to your new device. If the eSIM is not showing on either device currently, you should try this instead.

To retrieve your eSIM through self-serve, login to your Koodo self-serve account and navigate to the “Mobile services” tab. From there, scroll down and select “Get help with SIM cards and eSIMs”. You will then be presented with a list of options and the last one will present you the option to replace your eSIM. 

Once selected, you will be prompted to verify using a one time passcode for the eSIM replacement, you can choose to use the email address tied to the self serve account for the one time passcode.

Once verified, it will ask for a device EID number. Input the EID for the new 18 pro max and as long as the device is connected to wifi, a notification prompt will be sent to the device and you can download the eSIM profile. You can find the EID on the device box. Let me know how this works out. 

Yes, I have done all of the above, a couple of times actually, and it’s just failed every time and given me a message that I need to contact Koodo.

I should also add, I tried to convert to eSIM and the option does not exist in the Cellular menu on the iPhone XR

That is strange. The iPhone XR should support eSIM. Which model are you using?

It just says iPhone XR.

I attempted to restore the eSIM to the XR and this time it worked for some reason, I’m not sure what happened there, but I still cannot transfer it to the new phone

Ok, that is a good start. Are you able to use the eSIM Quick Transfer feature to set it up onto your iPhone 18 Pro Max? https://www.koodomobile.com/en/help/esim-on-apple

Nope. I get to the point where I put in the code, and then it fails and tells me to contact Koodo

Since Quick Transfer does not work for your eSIM, please try the following steps:

Step 1: Sign in to Self Serve

1. Log in to Self Serve.
2. Choose Recover my deleted eSIM or request a replacement SIM card.
3. Click Next.
4. Select Start recovery.

Step 2: Verify your identity

1. Choose your email address as a contact method for verification. Do not use your Koodo phone number.
2. Click Continue.
3. Check your email for the verification code from Koodo.
4. Enter the verification code.
5. Click Continue.

Step 3: Enter your EID

1. Enter the EID number.
2. Select Continue.

Step 4: Install the eSIM on your phone

After submitting the EID number, Koodo will prompt you to install the eSIM on your phone.

On iPhone:

1. Open Settings.
2. Look for a notification that a cellular plan is ready to be installed.
3. Tap the notification.
4. Follow the prompts to install the eSIM.

Once installation is complete, your eSIM will be active on your device.

So, it appears to have kind of worked. I now have cellular service on the new phone, however it is labelled Travel and I’m not sure what this means. Will it still work like normal?

Glad to hear that! It should be fine as long as it works for you.

Thanks so much. I’m not sure what ended up working, I just did the same steps over and over until something clicked I guess