Deleted eSIM – Cannot Access Self Serve Because SMS Verification Is Required

Question

Hi Koodo Support,My iPhone recently went through a repair, and unfortunately my Koodo eSIM was deleted during the process.My phone number currently has no service, so I cannot receive SMS verification codes.The problem is that Koodo Self Serve also requires an SMS verification code to log in or recover my deleted eSIM. This has left me completely locked out of my account and unable to restore my service.I have also tried Koodo Assist, but the automated system has not been able to resolve this issue.Could a Koodo representative please contact me through a private message to verify my identity using an alternative method?I would appreciate it if you could help reactivate my eSIM or send a new eSIM activation QR code and instructions to my registered email address.Please do not call my inactive Koodo number, as it currently cannot receive calls.Thank you for your help.

Dinh · Answer

On the verification code screen, select "Verify another way". It lets you log in to Self Serve with a backup code, if you saved one when you set up 2FA https://www.koodomobile.com/en/help/two-factor-authentication

Once you're in, go to Mobile Services » Manage your SIM card or eSIM to recover the deleted eSIM. iPhone steps are here https://www.koodomobile.com/en/help/esim-on-apple

A QR code by email probably won't help, the QR only triggers the eSIM download while an activation is still pending, and a deleted eSIM needs a new one issued.

If you don't have a backup code, I would recommend a Koodo or Telus store or kiosk. Bring valid ID and they can put your number on a new eSIM or a physical SIM. If a store isn't practical, go to www.koodo.com/chat, ask for an agent and schedule a callback to any Canadian number you have access to, like a friend's or work phone.

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