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Unable to change my SIM card on postpaid account

  • August 5, 2026
  • 9 replies
  • 119 views
S

I transferred my number from Public Mobile to Koodo. However, during the migration process, my eSIM activation failed. The number has been transferred over but I lost access to that number. I purchased a Koodo Tri SIM card from Telus website so I can use it to replace my broken eSIM.

So, I navigated to the sim card update page. 

Self serve > Mobile services > Get help with SIM cards > Update my replacement SIM card 

Then I entered my SIM card number and went to verification page. 

Obviously, I can’t receive verification code via SMS because I don’t have access to that phone number.

I selected email verification and it’s throwing this error message:

“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.”

 

So, now there’s no way to receive verification code to update my sim card info.

Does this make sense? I haven’t been able to access my phone number for more than a week. This is really frustrating.

How can I verify myself online and change my SIM card? Anyone who can help? Thanks in advance.

Best answer by Flo Koodo

​@StarmanK 

If you would like to continue with the trisim, you can first activate the esim on your device using the instructions you received and you can then perform a sim swap and switch from esim to the physical sim that you got.

Here are the steps: https://www.koodomobile.com/en/help/koodo-sim-support

9 replies

M
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  • MilkyWay
  • Mobile Master
  • August 5, 2026

Let me flag a rep for you.

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • August 5, 2026

    Hi ​@StarmanK 

    Just to double check, when you complete the migration to Koodo, by saying the esim failed, you mean that you didn’t receive the notification to activate it or you received it and it didn’t work?

      D
      Forum|alt.badge.img+4
      • Dennis
      • Mobile Master
      • August 5, 2026

      Are you able to go through the esim set up again to trigger the esim to be resent to you?

      https://www.koodomobile.com/en/help/esim-and-esim-vouchers?srsltid=AfmBOooq4nxmrH47n-d7wM80BET8H1sX2V3cDoacndcky73xlmb6Fr0i

      Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
        S
        • StarmanK
        • Author
        • Organizer
        • August 5, 2026

        Hi ​@StarmanK 

        Just to double check, when you complete the migration to Koodo, by saying the esim failed, you mean that you didn’t receive the notification to activate it or you received it and it didn’t work?

        Hello, thanks for your response. No, I didn’t receive any notification. I wasn’t able to activate it.

        S
        • StarmanK
        • Author
        • Organizer
        • August 5, 2026

        Are you able to go through the esim set up again to trigger the esim to be resent to you?

        https://www.koodomobile.com/en/help/esim-and-esim-vouchers?srsltid=AfmBOooq4nxmrH47n-d7wM80BET8H1sX2V3cDoacndcky73xlmb6Fr0i

        Thanks for your response. I can’t. They all require verification code to be sent to my phone number which I don’t have access to. Is there any way I can talk to someone at Koodo to remove block on email verification? Why can’t they send a verification code to my email? 

        Flo Koodo
        Forum|alt.badge.img+4
        • Flo Koodo
        • Official Rep
        • August 5, 2026

        ​@StarmanK You should receive an email shortly with the instructions to download the esim, can you please check and let us know if you are able to activate the esim on your device?

          S
          • StarmanK
          • Author
          • Organizer
          • August 5, 2026

          ​@StarmanK You should receive an email shortly with the instructions to download the esim, can you please check and let us know if you are able to activate the esim on your device?

           

          Thanks! I have received the QR code email. However, I’d like to use my physical SIM card instead of an eSIM which is unstable on my device. Would you please allow me to use the Koodo Tri SIM card? I paid for that card on Telus website. How can I use it?

            Flo Koodo
            Forum|alt.badge.img+4
            • Flo Koodo
            • Official Rep
            • Answer
            • August 5, 2026

            ​@StarmanK 

            If you would like to continue with the trisim, you can first activate the esim on your device using the instructions you received and you can then perform a sim swap and switch from esim to the physical sim that you got.

            Here are the steps: https://www.koodomobile.com/en/help/koodo-sim-support

              S
              • StarmanK
              • Author
              • Organizer
              • August 6, 2026

              ​@StarmanK 

              If you would like to continue with the trisim, you can first activate the esim on your device using the instructions you received and you can then perform a sim swap and switch from esim to the physical sim that you got.

              Here are the steps: https://www.koodomobile.com/en/help/koodo-sim-support

               

              Thanks a lot! I finally activated my eSIM.

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