Esim led to my account being unlinked

How did you get the esim? 

How did you set it up?

Did you create a new account for the esim or did you transfer from your number from your exisiting physical sim to your new esim? 

So I had logged in to my account, then just clicked on set up lost esim, i followed the steps and that was all. I did not create a new account for the esim, my physical Sim card is in another country and I had forgotten to bring it with me hence why I believed just going on self serve to get an esim would be easier. I am unsure what to do now 

Hi ​@Hassan Issa 

Just to double check, it is a postpaid account that you have, and not a prepaid one, is that right?

Where do you see that option?

I only see this when i click “Get Help with SIM Cards and eSIMs”.  When I click “Report Lost or stolen phone”, it only takes me to Koodo assist

Correct, I have a postpaid account. Would really appreciate your help regarding this as when I land in Canada i would need access to my Sim card as I dont even have access to my account anymore. Id just like it linked back and of course having my esim work. Please let me know if i should send you the email and perhaps you guys can just reverse it? Note it isnt the email i am currently messaging from

So I had logged in to my account, then just clicked on set up lost esim, i followed the steps and that was all. 

Where do you see that option?

I only see this when i click “Get Help with SIM Cards and eSIMs”.  When I click “Report Lost or stolen phone”, it only takes me to Koodo assist

 

I actually clicked on transfer my esim to a newer device, it downloaded and it actually worked at first, then i turned it off and then on and it stopped working

That’s because you didnt have an exisiting esim on a previous device.

So since there was nothing to transfer, it may have created a new account and this clearly messed up your account.

Let me flag a rep for you again to see if they can fix this.  But it will be a challenge since you lost your self serve account so it will be difficult

Oh dam, yes please that would be great 😭 your help is much appreciated here

Hi ​@Hassan Issa 

Unfortunately, we have limited access here on the community since you no longer have access to self serve. We have sent you a PM to confirm some more details and see if there is any way we can guide you from our end. Please check your community inbox when you get the chance.