unable to swap sim cards online

Since you dont have the current sim, email is the only option for 2FA.  Due to the email change issue, your only option now is to  request a callback to speak with a rep.  But Rep intervention is needed

Hi there,

when changing the sim via self-serve, if you choose to receive the two factor authentication via an SMS you can actually choose another line to receive the one time code.

When you do this, you should be able to send it to the line you have access to and then from there, change the sim. Can you give this a try? Just make sure to choose the line you want to change the sim for, select  receive code via an sms, and then choose the phone number you currently have access too. More information on this can be found here: https://www.koodomobile.com/en/help/koodo-sim-support

Since you are a new customer, they have some restrictions over SIM swap. When you asked for SIM replacement at a Koodo store, did you ask them to switch it for you? If you have proper ID they should be able to help 

Is there no way for you to access your existing email address? Unfortunately, you will need to wait until the SIM cards arrive in the mail, which defeats the whole purpose. Note that it will take up to 10 business days. https://www.koodomobile.com/en/help/koodo-sim-support

There was no option to send it to my working mobile.

I didnt want to pay any swapping fees and I had to get home to the kids. Thought doing myself was gonna be a piece of cake.

I do have access to my email..it just that koodo wont send the code to the email because it was changed recently.  Or maybe cause I'm too new? I only set all 4 numbers up on June 11th. My main number was done with esim over the phone to activated immediately.  The other 3 had to be physical Sims.

Did you check the junk mail folder in your email? Have you tried sending a message to a rep on Koodo Expert Messaging? It is possible that the change may have flagged your account. https://Koo.do/Chat

The issue is the physical SIM in transit, it would be easy if you can receive code from it. However, since it wasn't here, you would need a rep to assist (either at a store or via a call back)

Hmm ok. Where it isn’t showing another line possible to receive the SMS verification, this would be because the account is too new which restricts somethings you can do in Self serve as Dinh described. Sometimes though it will let you but it doesn’t seem the case here.

With a change in email there is a 48hr waiting period before they can send authentication codes as it is a form of fraud prevention. It won’t allow you to send email verification because of this. From here, I also suggest reaching out to a rep via a callback to the number you have access to. It may even be worth using koodo’s expert messaging too - they’re available 9am to 9pm during weekdays. There is no fee to have either of these methods change the sims for you. https://www.koodomobile.com/en/help

There's nothing in the junk mail because it CANT be sent from the koodo site. Already messaged their chat and theyre doing a callback tomorrow.

Yes Unfortunately, rep intervention is needed here.  There is no way around it

Guess I wait for them to call me tomorrow. Thanks all