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Question

Didn't receive esim or qr code with public

  • July 31, 2026
  • 6 replies
  • 40 views
S

Hi,

I switched from public mobile to koodo yesterday with the deal offered on the pm platform. It says on my account that the transfer is done and I can use my number. Didn't receive the esim notification or qr code via email. I need access to a phone line. I tried reaching out to support via Assist, didn't hear back at all, I don't have any option to get a callback and the esim recovery doesn't work because it says my email was changed recently.

I also cannot add a credit card to use as payment, because it says that part of the website doesn't work, it drives me crazy.

 

Can someone ​@Koodo please help and send me the QR code, your website said it was supposed to take max 2.5 hrs and it has been half a day, I need my phone for work.

6 replies

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  • Dennis
  • Mobile Master
  • July 31, 2026

This has been a common occurance.

The esim should come straight to your device, but when the transfer happens it cuts off your Public mobile service prior to the QR code being sent directly.  Out of curiosity, if your phone connected to wifi when you tried to complete this process?

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

Hi, yes my phone never lost wi-fi connection. I received the PM text message asking me to approve the port, said yes, the phone service cut off. It never came back, my phone was never off, the wi fi was never off, I didn't receive the push notif that was supposed to come and no welcome email with a QR code either. I received a couple emails from koodo telling me to create my self serve (ignored it as per their instructions and the self serve works with my PM infos).

I'm at my wit's end and if PM was willing to take me back (which they can't), I would cancel the whole thing.

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  • Dennis
  • Mobile Master
  • July 31, 2026

Let me flag a rep for you

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
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  • Dennis
  • Mobile Master
  • July 31, 2026

In the mean time, see if you can follow the instructions here to prompt the esim to be resent

https://www.koodomobile.com/en/help/esim-on-apple

https://www.koodomobile.com/en/help/esim-on-android

 

You can also login to your Koodo self serve account to recover your esim

 

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

Hi

I can't follow these instructions because it says the email is too recent so it cannot be used for verification (I assume bcs the koodo account was just created during transfer) and there is no phone number appearing (although my own would be useless) and no option to add one. It says to use the Assist and enter #AssistSS which I did last night to no avail, I didn't hear back.

Thank you so much for flagging a rep!

    Koodo
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    • Koodo
    • Official Rep
    • July 31, 2026

    Hi ​@smartBlackRose, we can see you spoke to an agent and they assisted with the eSIM. We’re here if you have any questions!

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