I get stuck at the verification step, once I input the verification code it keeps loading without never completing the sim change, I tried on multiple devices, wifi’s and on my 5g network, always stuck at the same part. The AI chat says that a sim change can’t be done over the phone with an agent. What can I do?? I new (old) phone does not accepts Esims and my previous phone jus tbroke and only had an esim so I cannot use my line anymore.
Hi there,
some things you can try is clearing your cache and cookies and trying again, using a different browser, and making sure that if you have a VPN active that it is turned off. Sometimes self-serve can be picky.
Alternatively, if possible, if you have another device close by be it a friend or a loved one, you can insert the physical sim into their device instead if it is compatible and then convert the sim to eSIM. From there, you will be able to retrieve the eSIM profile from your Koodo self serve to the new device. eSIM setup | Koodo Mobile
If none of that works / is not available to you, let us know. 🙂
Hi! thank you, however changing browser and clearing cache did not work. I tried on another device and none of them are vpn connected. Also it was en Esim no a physical sim. I am trying to activate a physical sim since I cannot retrieve my Esim from my broken phone and my replacement phone is not esim compatible.
oh I see! Sorry I interpreted it as physical sim to eSIM, not the other way around that’s my bad I missed the last part of your post😅 Thank you for giving the other troubleshooting steps a try.
ok, in that case as you have already tried Koodo assist, I will flag a rep on here to see if they can assist with the sim change via a private message. Make sure you’re logged into the community using your self serve credentials and they can investigate. 🙂
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