Did you receive the code to your email? As well, are you currently residing in Canada? 

I get the code in email and enter it into the self serve, it then gets stuck on a loading screen.
I reside in canada

I saw a similar report of issue with code to the email. Were you able to receive the code to your SIM card instead? 

The SIM card is currently not working hence the swap I am trying to do.
What had happened was I had the SIM card converted to a e-sim but then deleted the e-sim at some point rendering the physical SIM useless.

I saw one similar case with eSIM in the forum. If self-serve didn’t work you would have to schedule a call back to another number that you have access to or visit a Koodo store and ask a rep to assist unfortunately.