esim

Hi there,

to confirm, when did the verification error occur? Was it at the step to retrieve your eSIM profile or was it when you went to login to Self-Serve at the start?

Some things you can try to clear self-serve errors is clearing your cache and cookies, using a different device or by using a different browser. Also if you have a VPN active, try turning it off and attempting the verification again. Sometimes this can cause it to throw an error. See if those work.

During the eSIM profile retrieval steps, it will ask for the IMEI of the device. In this section make sure to put in your new device IMEI. This way, it will send the eSIM to that device instead of the old one.

Hi there 

It was during retrieving the esim! Ive tried all uour suggestions but nothing works

I appreciate your assistance 

Hmm I see. To confirm the error, did you recently change the email address associated with the account? If so, Koodo puts a 48hr lock on sending any verification codes if the email was recently changed for fraud protection reasons.

if that is the case, you can request the verification after the 48hrs has passed. If that is not the case / would prefer not to wait, I recommend you reach out to a rep via Koodo expert messaging.

expert messaging is available through Koodo assist from 9am to 9pm local time during the week. They will be able to resolve your issues with retrieving your eSIM profile. Reps abilities on the community are limited when it comes to sim swaps so they won’t be able to assist. More info on expert messaging can be found here: https://www.koodomobile.com/en/help/koodo-expert-messaging-faqs?

Hi there 

Yes I did but even before I changed the email this error has been showing 

Ok, in that case I would follow my suggestion with expert messaging above. They will be able to assist further and if not, they can schedule a callback with a rep to help investigate.

Note that they may have you wait the 48hr period to be able to send you the verification code. However, you would have to reach out to them to see what they say as they may have another alternative for verification. 👍