The password reset page does not seem to be working properly

Hi there,

to confirm which devices are you switching the eSIM from? As most will allow you to transfer the eSIM profile during the setup process and not require you to make the change in self serve.

for example, most android to android devices will just bring the eSIM profile over. This is also the case with iPhone to iPhone, however, if going from android to iPhone or the other way around then yes you will need a new eSIM profile for the new phone. If you’re switching like for like a guide can be found in the link to make the transfer.

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

Since you are a prepaid customer, when you try to change your account password, were you currently residing in Canada or using any VPN?

Is your current eSIM working right now? can you make/receive call on it?

hello, 

Thank you for your anwers, 

I am a Koodo Prepaid customer trying to move my number to a new iPhone (eSIM).

My old phone is no longer working, so I cannot complete any device transfer.

So it’s Iphone (dead) to Iphone

The issue is that I cannot access Self Serve:

• The password reset process does not work properly (errors when creating a new password or reset not completing)

i’m currently in France and i’ve been using VPN off and on…

Prepaid self serve had issue with access from outside Canada (and US). That could be the reason why you couldn’t change password.

Regarding the eSIM change, Koodo prepaid doesn’t work outside Canada and US, meaning your phone cannot connect to a cellular tower to complete the activation over the air. Hence you might have to wait until you are back to Canada to finish the process.