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New eSim monthly account connecting to old eSim Prepaid Account

  • June 15, 2026
  • 3 replies
  • 32 views
C

I have been travelling, and Koodo Does NOT work here.  I had a prepaid account with an eSIM.   I got someone in Canada to purchase a couple Vouchers for me, but I cannot log into the Self Serve because it needs to send an authorization code to my phone number that DOES NOT work here.  

I was able to sign up for a new eSIM monthly account with a $10 monthly rebate AND a perk.  I want my old number back as ALL of my security, accounts, emails and contracts use that number.  When we were able to log in, the account information does not reflect the $10 off I was supposed to get AND it charged me for a Sim card when I specifically requested an eSim.  I am travelling back tomorrow and need my old number.  Who can help?

    3 replies

    Flo Koodo
    Forum|alt.badge.img+4
    • Flo Koodo
    • Official Rep
    • June 15, 2026

    Hi ​@crerarlowen 

    Just to double check, are you looking to transfer your phone number from your prepaid account to the new postpaid account that you signed up for?

    If that is the case, you should be able to do so in self serve 

    Regarding the $10 discount, is it the autopay discount or a different discount that was showing up when you signed up?

    C
    • crerarlowen
    • Author
    • Beginner
    • June 15, 2026

    Quite possibly it WAS an autopay discount...It did not say that though.  My old number does not appear in that section and does not allow me to manually enter it… The account was inactive for 92 days while I was travelling, and the number and prepaid account i had did not work here

     

     

    M
    Forum|alt.badge.img+4
    • MilkyWay
    • Mobile Master
    • June 15, 2026

    That explains why you are not able to log in to your account. If your line was inactive for over 90 days, your account is cancelled and your number is most likely gone.

    You will need to schedule a callback through Koodo Assist to speak with a rep and see if there is any way to recover it. If you are lucky enough to get it back, you should be able to port over your number to the postpaid account. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

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