Hi ​@Useryyc 

Just to confirm, are you trying to replace your current sim by performing a sim swap?

If yes, have you tried accessing the self serve page in incognito on your browser? 

Yes, replacing it with a new one. And yes, tried it in incognito mode. 

I assumed you did, just to confirm again. Have you refreshed the page when you saw the 3 circle thing? 

As well, are you currently in Canada? Can you receive the verification to the existing SMS?  I wonder if there was a security issue that they prevented it at Koodo end. 

It took almost an hour on the verification screen  and it was just stuck there, so thats when I refreshed it. Didnt help, so went and got a second new sim. Same issues. And yes, I’m in Canada. Not using VPNs either. I received the verification codes on emails because I’m not even receiving sms now. 

That was weird, I wouldn’t try a new SIM as the previous new SIM should be fine. If that persist, you might have to reach out to a rep by scheduling a call back or visit a Koodo kiosk. 

What was the reason for not receiving SMS on the SIM, was your old SIM deactivated or suspended for nonpayment? 

Yeah, quite weird . I am guessing I’m not receiving any sms because the old sim was converted to an esim and I’m not very tech savvy and then went into settings and deleted the esim by mistake. And my bill due date is Feb 15th, and I’ve paid on time. So couldn’t be an account suspension. Will take the sim and the phone to a koodo/telus kiosk once the weather gets better in YYC :)

Unfortunately, you couldn’t recover the eSIM once it was deleted. You could try to do it again (maybe on another PC/phone?) to see if that can help?

Regarding the SIM switch, if you have another number (friend, families’) you could also schedule a call back to that number and ask them to switch.