Hello,
Hopefully I can find help here! I transferred through the app from Public Mobile to Koodo. My number says it's active when I login to self serve. I didn't receive a welcome email or an eSIM. My phone doesn't have any service so I cannot receive a call back from Koodo or any texts. I'm stuck here. Is there an email option to get help?
Best answer by Dinh
Hi
Unfortunately, there isn’t a direct email address for number porting.
Other customers have reported similar issues when switching from Public Mobile—specifically, not receiving the eSIM notification and losing service.
I recommend visiting a nearby Koodo kiosk for a physical SIM replacement. Alternatively, you can schedule a callback, and a representative will be able to assist you further.
I had the same issue as everybody else on this thread (now resolved): I clicked on an offer to switch from Public to Koodo and found myself an eSIM orphan with no QR code. I was wondering if the glitch might have something to do with the fact that l was a Koodo client at some point in the past before Public and maybe the system thought there was already a koodo sim card associated to my account. Just a thought.
I have already flagged this re-occurring issue to a rep recently and to see if other pathways are also impacted.
+4Hi
We have just sent you an email with instructions to set up the esim, please check your emai inbox when you get the chance and let us know if it works.
Hi
We have just sent you an email with instructions to set up the esim, please check your emai inbox when you get the chance and let us know if it works.
Thank you Flo, it worked.
+4Hi
We have just sent you an email with the instructions, will you please check your email inbox and let us know if you received it and if you are able to activate the esim?
I ended up with my iPhone deleting or corrupting my eSIM trying to recover eSIM and says it pushed a notification to continue setup. However I have no cell service so never received it. There’s another option for using QR code but I never received it. Is there anyway to get this QR code
+4Hi
Can you please confirm the last two digits of the phone number in question?
Have you tried resetting the network settings on your device, turning airplane mode on and off and restarting your phone?
Hi
Can you please confirm the last two digits of the phone number in question?
Have you tried resetting the network settings on your device, turning airplane mode on and off and restarting your phone?
Hi
Can you please confirm the last two digits of the phone number in question?
Have you tried resetting the network settings on your device, turning airplane mode on and off and restarting your phone?
72 and yes tried resetting network and restarting the phone.
I recently switched to Koodo and my number has been transferred, but I never received the eSIM QR code or activation notification. My Samsung is ready to scan the QR code, but I need Koodo to send me the eSIM activation QR code/setup instructions. I currently cannot make or receive calls.
+4Hi @LisaSaade, we’ve sent an email with eSIM activation instructions to the email address on the account, please let us know if it worked!
Thanks. I have canceled with Koodo as I have been without a phone since yesterday. This has never happened before. I have changed providers.
Hello,
I think I'm having the same problem. Self serve says number has been successfully transferred but I don't know during which step the esim transfer failed as it was started automatically on iPhone - I did not receive a QR code. Currently without service. If a rep could resend an email for esim set up that would be great!
Thank you very much,
+4Hi
We are sorry to hear that you are experiencing this issue!
Will you please let us know if you had the chance to restart your phone, then switch airplane mode on and back off?
If you don’t receive the esim notification, please wait a few minutes after the restart and try another restart.
Please let us know if you get the notification after these steps!
Hello, yes I've tried restarting and turning airplane mode on and off. I did receive another automatic request to add e-sim a few minutes prior to restarting but it still says it failed. Have not received any requests since for 10 minutes. I've added esims many times before with no issues..not sure why it's not going through this time. I'm porting from Public mobile. If you could please send the email with QR code that'd be great. Thank you!
+4
+4Hello, I too have not received the QR code for my eSIM. Can you please send? Thanks.
Let me flag a rep to look into it
+4Hi
Just to double check, have you tried restarting your phone and turning airplane mode on and off?
Thank you for the reply. I’ve restarted my phone, yes. The issue is that my eSIM was never entered into my phone as I have NEVER received a QR code to be able to scan it.
+4
We have just sent you an email with the instructions to install the esim, please let us know if it helps!
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.