I transferred from a prepaid to a postpaid account, but now my phone number isn't working. The Koodo SIM appears to be disabled (no signal), so I cannot use it (can't receive or make calls). And when I enter the self-service portal, it says:
Your order is in progress
Your account has basic access for now. You'll get full access when your order ships.
And it's been like that for the last 5 days. without any change or update.
Hi there,
If your order hasn’t fully processed yet, it makes sense that self-serve features aren’t available though, the prepaid deactivation is a bit unusual. Orders typically take 3–5 business days to process.
Did you order an eSIM or a physical SIM? Have you tried scheduling a callback from another number to speak with a rep about completing the order? Also, was your prepaid balance due for a top-up, or would it still be active if you hadn’t switched?
If you ordered online, you can also email koodo.webstore@koodomobile.com to check why the order may be on hold.
That is strange. Your existing SIM card should continue to work with the Fast Switch Self Serve Option. https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service
Even if you went with the second option, your service should not be affected, since Koodo will provide you with a temporary number until you receive the new SIM card in the mail.
In the meantime, I have flagged a rep to help you out.
+4
We have looked into it and the line is not yet active.
Just to double check, which steps did you use to complete the transfer from Koodo prepaid to Koodo postpaid? Have you used the steps in the link providd by
EDIT: Did you get any instructions by email to activate the postpaid sim after the transfer? Was an esim activation?
It was from the prepaid self-serve site; it appeared like a promotion to switch to postpaid, and I just followed the instructions(probably the Online via Self Serve method). Also, I don't have any access to the prepaid self server site, just the postpaid now. Probably, they disable the prepaid account when switching.
+4Thanks for confirming
Did you get any order number or any confirmation of the switch by to your email?
+4Will you please also check if there is any email confirmation in the Spam/Trash folder on your email?
+4Thank you for sharing
Will you please confirm if your phone is compatible with esim and if you chose the option to get an esim during the transfer?
I do not remember to have to choose an option of eSim. and yes the phone should be compatible with eSims
+4
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