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Question

Switch sim card error

  • December 23, 2025
  • 4 replies
  • 46 views
S

I tried to switch physical sim card since I lost the old sim card.

The website showed error when I choose to send verification code to my email. "This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now." But since I lost the old sim card I cannot receive text though. I already try clear the browser cache and it didn't help.

And I even could not receive call back from rep since I dont have card , how to contact customer service?

4 replies

R
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  • Robert T
  • Mobile Master
  • December 23, 2025

Hey there,

This is a catch-22 situation that needs escalation. Since you can’t receive texts or calls without your SIM, you’re locked out of the normal verification process.

Your best option: Visit a Telus or Koodo retail store in person with ID. They can verify your identity directly and reissue your SIM without needing text or email verification.

If stores aren’t accessible, we can flag a resto for assistance here 

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
S
  • sz1215
  • Author
  • Beginner
  • December 23, 2025

yes, I am abroad now , cannot visit store in person. Can I get rep to call my friend’s phone ?

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 23, 2025

​@sz1215 

Is your friend with you and is using a Koodo phone number? If so, then your friend should be able to get a call back from Koodo and you can speak with a rep to secure your account and look into it further.

 

No roaming fees apply for calls from Koodo customer support when roaming, as long as no other usage is made. 

M
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  • MilkyWay
  • Mobile Master
  • December 23, 2025

Since you are currently abroad, you may want to send a message to a rep on Facebook Messenger instead and find out a way to assist you with the verification code. https://m.me/Koodo 

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