I lost my SIM card, so I followed instructions in help, suspended my phone, but when I try to reactivate my new SIM card, the “I have a new SIM card” option is not showing, only “I found my phone” option.
Best answer by Mayumi
When my mother in law lost her phone ( inside hospital!), I stopped auto top up and didn’t put money in her prepaid account for few weeks. I also reported lost phone through self serve too.
And once I get a new SIM and she was out hospital. I tried to re-activate it. But I couldn’t do anything. I couldn’t enter new SIM info, I couldn’t put money, I couldn’t change her plan. I tried to enter more than few different credit card… still nothing worked.
Then, I just realized reporting of “lost phone” might preventing reactivate. So, I clicked “lost/stolen phone tab and I clicked “I found my phone” option even tho we couldn’t find it. And, Boom, I could reactivate her account. I could top up her account, then change SIM.
It was prepaid account. But, postpaid might work same way. You can click “I found my phone” to reactivate for now. But, I would contact Koodo to let them know your phone wasn’t found and remain blacklisted on it. Just needed to use the option to reactivate.