Learn how to set up physical SIM cards, eSIMs, and eSIM vouchers in Apple and Android phones.

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 <div class="t-heading-h3"> Learn about SIM cards and eSIMs </div>
</div>
<div class="content">

__What’s a SIM card?__

- The Subscriber Identity Module (or SIM, for short) is a way for customers to connect to the Koodo network
- A SIM card can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
- By using both a physical SIM card and an embedded SIM card (eSIM), you can use __two phone numbers on one smartphone__. 
- Both the phone numbers can make and receive voice calls as well as send and receive text messages (SMS) and multimedia messages (MMS). 

__What’s an eSIM?__

- An eSIM is an industry-standard __digital SIM__ that allows you to activate a cellular plan from Koodo without having to use a physical SIM
- Most newer phone models already come with eSIM support. To view the list of eligible models, please see the __“What you’ll need (eligible phone models)”__ table below

__What’s an eSIM voucher?__

An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones. To move one of your phone numbers to an eSIM, purchase an eSIM voucher at your nearest [Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) and complete a SIM swap using Self Serve. 

__How does dual SIM work?__

If a smartphone has a dual SIM, it means that both a physical SIM card and an electronic SIM card (eSIM) are being used on this one device, each with its own phone number. Both the phone numbers can make and receive voice calls and can send and receive text messages (SMS) and multimedia messages (MMS). 

This means you can have up to two phone numbers on one device (for example, you can add a second phone line when travelling internationally).

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What you’ll need </div>
</div>
<div class="content">

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<table class="tg">
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    <th class="tg-0pky">iOS</th>
    <th class="tg-0pky">Android</th>
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<tbody>
  <tr>
    <td class="tg-0pky">iPhone XS, XS Max, XR or newer<br><br>iPhone SE (2nd generation) or newer<br><br>Any eSIM compatible iPad. See apple.com</td>
    <td class="tg-0pky">Google Pixel 3a, 3a XL, 4, 4 XL or newer<br><br>Motorola Edge (2023) and all later Edge models<br><br>Motorola Razr (XT2000-2/Single eSIM only) and all later Razr models<br><br>Huawei P40, P40 pro<br><br>Samsung Galaxy Note20 and Note20 Ultra (January 2022 software update or later)<br><br>Samsung Galaxy S21 5G, Samsung Galaxy S21+ 5G, Samsung Galaxy S21 Ultra 5G (software version ending in BUK8 or later)<br><br>Samsung Galaxy S22 series and all later S models<br><br>Samsung Galaxy Z Flip3 5G and Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Flip4 5G and all later Flip models<br><br>Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Fold4 5G and all later Fold models<br><br>Samsung Galaxy XCover6 Pro</td>
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  <tr>
    <td class="tg-0pky">iOS 12.1 or newer</td>
    <td class="tg-0pky">Android 10 or newer</td>
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<div class="collapsible">
  <div class="t-heading-h3"> Setting up an eSIM on Android </div>
</div>
<div class="content">

You can activate your eSIM in either of the following ways:

1. __Android eSIM carrier activation:__ If you selected the eSIM option while purchasing your device, an eSIM will have been assigned to your phone. 

    - On newer devices, all you need to do is turn the device on, and follow the instructions during setup to activate your eSIM and connect to our network.

    - If the eSIM does not download automatically, use the QR code to initiate the download. See How do I download the eSIM using a QR code?

2. You can also purchase a Koodo eSIM voucher at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). <br><br>

__How do I download the eSIM using a QR code?__

If you selected the eSIM option when activating your device, an eSIM will have been assigned to your phone. Make sure your device is connected to Wi-Fi and use the following steps to download the eSIM waiting for you. 

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan QR code

Note that on some devices, after downloading the eSIM, you will need to turn it on in __Settings__ before it will connect to the network. 

![QR code - eSIM page](//images.ctfassets.net/8cecwr1x4jkf/48mGdC59ibP6X8U66MXdoA/dfc4140418abd9015ed4a04edc2a5af7/QR_code.JPG?w=250) <br><br>

__How do I activate the eSIM using a QR code voucher?__

If you purchased an eSIM QR Voucher, you need first to swap eSIM in self-serve, then scan the QR code using the camera app, and follow the steps indicated below:

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan voucher's QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code voucher
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan voucher's QR code

__How do I transfer my existing number to the eSIM on a newer device?__

Most new Android devices come with built-in options to transfer eSIM from one Android to another using on-device options. If you don't see these options on your device, you can swap using an eSIM voucher.

Before you start, make sure your new phone is connected to Wi-Fi. While the steps below cover the most common setup procedures, there might be slight variations depending on your phone model.

__Pixel or Motorola:__

1. Go to __Settings__ on the new device
2. Tap __Network and Internet__
3. Tap __SIMs__
4. Tap __+ Add SIM__ 
5. Tap __Transfer a SIM from another device__
6. Tap to select __Koodo__
7. Tap __Pixel or Android device__ and a QR code will be displayed on this new device
8. Tap __Next__ on the new device and a transfer prompt will be displayed on the old device. 
9. Open the camera on the old device and scan the QR code displaying on the new one. 
10. Tap __Convert & Transfer__ on the new phone. 
11. Enter PIN or scan the fingerprint on the old device to confirm the transfer and the SIM transfer will complete. 
12. Tap __Settings__ on the new device.
13. Tap on the inactive SIM
14. Toggle on __Use SIM__ and tap on __Turn on__.

The new SIM card is now set up and ready to use with your device.

__Samsung:__

1. Go to __Settings__ on the new device
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap __Add eSIM__
5. Tap __Transfer SIM from another device__. The new device will look for any supported Android device nearby that can be used as a source for the SIM transfer.
6. Take the active old device and tap Transfer on its screen when the prompt appears.
7. Enter the verification code displayed on the new device into the active old device.
8. Tap __Transfer__ on the new device
9. Tap __Confirm__ on the old device and the eSIM transfer will begin

__How do I convert a physical SIM to an eSIM on the same phone?__

To convert a physical SIM to an eSIM on the same phone, you need a Samsung that’s been updated to One UI 6.1 or newer:

1. Go to __Settings__
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap on the physical SIM to convert
5. Tap __Convert to eSIM__
6. Tap __Convert eSIM__ to confirm
7. Once the transfer is completed, remove the physical SIM from the phone. 

  </div>

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  <div class="t-heading-h3"> Setting up an eSIM on Apple </div>
</div>
<div class="content">

__How do I convert a physical SIM card to an eSIM on the same phone?__

__Existing customers:__

To convert a physical SIM card to an eSIM on the same iPhone using eSIM Quick Transfer, go to: __Settings > Cellular > Tap Convert to eSIM > Tap Convert Cellular Plan__

- Wait for your eSIM to activate. Your previous SIM card is deactivated when the cellular plan on your iPhone activates.
- Remove the physical SIM from your iPhone. Then restart your iPhone.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer
<br><br>

__How do I transfer my existing number to the eSIM on a newer device?__

__Existing customers:__

  1. If you’re upgrading or replacing a device, click [here](https://www.koodomobile.com/en/help/koodo-sim-support).
  2. If you’re transferring a physical SIM card or an eSIM on a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Set Up Cellular or __Add eSIM__ > Tap __Transfer from Nearby iPhone (or iPad).__ Follow the prompts on both devices to complete the transfer.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer on iPhone or iOS 17 or later on iPad.
<br><br>

__New customers:__

You can purchase an eSIM QR voucher in a [Koodo store](https://www.koodomobile.com/en/find-nearest-store) <br><br>

__How do I activate the eSIM using a QR Voucher?__

If you’re activating your eSIM after setting up your phone, you need to purchase an eSIM QR voucher from a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). After you receive your voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:

__Go to:__ Settings > Cellular > Add eSIM> Use QR Code > Scan the QR Code using the Camera App until you see a message that says __“A cellular plan from Koodo is ready to be added to the iPhone"__ > Choose labels for each of your cellular plans > Set your default line

  </div>

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 <div class="t-heading-h3"> How to swap eSIMs </div>
</div>
<div class="content">

You can swap your eSIMs when switching to a new phone or replacing your eSIM-enabled phone in Self Serve. You must be an Owner or Manager on the account, and you’ll need the following:

1. A new Koodo eSIM voucher and its 19-digit SIM number
2. An active phone (on which you’ll be swapping the SIM)

  </div>

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  <div class="t-heading-h3"> FAQ </div>
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<div class="content">

__1. Which rate plans are available for eSIM?__

Any in-market Koodo rate plan (prepaid or postpaid) is available on eSIM. <br><br>

__2. Do I need an active physical SIM in my phone to activate an eSIM?__

Most recent models allow activation of an eSIM without a need for a physical SIM; however, some older ones do require having an active physical SIM first before having an option to add an eSIM. For example, Samsung Galaxy Note20 requires a physical SIM to be active before adding an eSIM. <br><br>

__3. How do I know which line I’m using at any given time?__

Each line is individually labeled to differentiate between numbers. These labels can be customised and may vary depending on the operating system and the active carrier. <br><br>

__4. What happens when I receive a call on my secondary line while I’m on a call on my primary line?__

Both lines can be connected to the network at all times. 

- If you’re on a call using one line, the other line will be on standby. 
- If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.  <br><br>

__5. If both the lines have mobile data, which one can I use and which one will show on my bill?__

Both lines can access mobile data, but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you’ve selected to use as the default at any given time. The default line can be changed in your phone’s settings. <br><br>

__6. I currently have two mobile lines at Koodo on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?__

To move one of your phone numbers to an eSIM, you’ll have to purchase a voucher at a Koodo store and complete a SIM swap in Self Serve. <br><br>

__7. How will I be billed for calls and text messages?__

Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed the amount of voice minutes or messages included in your plan. <br><br>

__8. When travelling, can I use a foreign carrier’s eSIM on my Koodo phone?__

Yes, if available, you can use a foreign carrier’s eSIM plan when traveling to countries outside of Canada, if their network is compatible with your phone. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM. <br><br>

__9. How will I be billed for my eSIM if I roam abroad?__

Roaming rates and services are billed according to your rate plan. For more details on how you’ll be billed when roaming, check out our Pay-per-use [rates](https://www.koodomobile.com/en/payperuse). <br><br>

__10. Can I activate an eSIM from another carrier on my Koodo smartphone?__

Yes, Koodo customers can activate an eSIM from another carrier on their Koodo eSIM-capable phone. The other carrier must support eSIM functionality on the phone. <br><br>

__11. Can I delete my eSIM profile?__

Yes, you can delete your eSIM profile, but please note that deleting your eSIM profile isn't the same as cancelling the line on the network, so you’ll continue to be billed.

To proceed with deleting your profile, go to your phone’s network/cellular settings and locate the line (eSIM profile) you want to delete. <br><br>

__12. If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?__

No, an eSIM voucher can be used and scanned __only once__. 

__Note:__ Koodo is not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-Koodo eSIM. If your phone’s eSIM line is currently active through a carrier other than Koodo, you’re responsible for the following:

1. Obtaining and activating a new eSIM card from the carrier
2. Any charges that your carrier may apply for a replacement eSIM card <br><br>

__13. Do I need a Wi-Fi network to activate my eSIM?__

Yes, to activate an eSIM you’ll need a Wi-Fi or cellular connection.

  </div>

<br><br>__Related help pages:__
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)
- [Prepaid SIM cards](https://www.koodomobile.com/en/help/prepaid-sim-cards)

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An eSIM is an embedded SIM. Like a physical SIM card, an eSIM from Koodo allows you to connect to the Koodo mobile network. An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones.

eSIM and eSIM Vouchers

Activating

Mobility

Moving your number to Koodo

Activating your phone

SIM cards and non-Koodo phones

eSIM and eSIM Vouchers 

![Koodo SIM cards fit standard, micro, and nano readers.](//images.ctfassets.net/8cecwr1x4jkf/xRdIYP7WcX505jL1DBGOZ/3b5ae260d4eb1c7b4af6eaaa26bda6d5/sim_card_animation_3.gif?w=300)

A SIM is a tiny card with a big job! It stores your data and phone number and carries a unique identification number that links you to a specific mobile phone company. (Your text messages are not stored on your SIM and will not be transferred from your old phone.)

Without a SIM card inside your phone, or if the SIM is not working correctly, your phone will not be able to make calls, send texts, or connect to your mobile network. 

__Note:__ To protect your privacy, this is an online-only transaction that must be done using Self Serve.

<div class="collapsible">
  <div class="t-heading-h3"> New activations </div>
</div>
<div class="content">

### New to Koodo?

The SIM card we’ve included with your online order has all 3 card sizes (Standard, Micro, and Nano) in 1 convenient package. Simply push out the SIM card size that fits your phone, insert it into your phone, and start using your Koodo services. Once you insert your new SIM card, your phone number will be active.

If you ever plan on transferring your number from another provider to Koodo, you can check out our [help page](https://www.koodomobile.com/en/help/moving-your-number-koodo?search_api_views_article_search_fulltext=porting) to find out how.

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

### Activating your Prepaid SIM card?

If you have a Prepaid SIM you wish to activate, you’ll need to go to our Prepaid site to see how. [Activate here](https://activateprepaid.koodomobile.com/).

  </div>

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  <div class="t-heading-h3"> SIM card replacement 101 & Upgrades </div>
</div>
<div class="content">

### Need a replacement SIM card?

If you lost or damaged your old SIM card or need a SIM card of a different size, you can grab one at [your nearest Koodo store](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores)! Once you’ve got your new SIM card, you’ll need to officially change your SIM card in Self Serve - just follow the numbered instructions in the __‘Updating your SIM card in Self Serve’__ section below!

### Got a new Koodo SIM card with your upgrade? Not sure if you need to replace your old one?

All phones upgraded online come with a SIM card to be used as a spare in case you lose the one you’ve got or it becomes damaged - if this does ever happen, you’ll need to register and change the SIM card in Self Serve before you can use it. 

### Your old SIM fits in your new phone? 

Great! All you have to do is pop your old SIM card into your new phone - your phone number and your plan will both be active on your new phone. (Your text messages are stored on your phone, not on your SIM card, and will not be automatically transferred from your old phone to your new phone. If you’d like to keep them, make sure you’ve backed them up somewhere.)

### Your old SIM card doesn’t fit into your new phone’s SIM card slot? 

No problem! You’ll need to replace your old SIM with one of the three SIM card sizes we’ve included with your order.

Once you’ve determined which size will fit your new phone, simply push out the large white card (Standard), the medium multi-colored card (Micro), or the small white card (Nano) and log into your Self Serve account to update your old SIM card with the new one we sent you. __Before you start this, don’t remove the SIM card that’s already in your old phone, and make sure the phone is on, because we’ll be sending a verification code to your old phone with the old SIM card.__<br><br>

### Updating your SIM card in Self Serve 

__Note:__ To protect your privacy, this transaction can’t be done over the phone with the help of a rep and must be completed online through Self Serve.

1. Log in to your [Self Serve](https://www.koodomobile.com/my-account/overview) account.
2. On the Overview page, click __Self Serve__ and select __Mobile services__ from the drop-down menu.
3. Select __Change your SIM card__.
4. Enter your new SIM number in the text box and click __Continue__.
5. A 5-digit verification code will be sent to your current phone. In case your SIM is lost/damaged, the verification code will be sent to another line or to an email address on your account.
6. Once you’ve entered the verification code, you can now insert your new SIM card into your phone. Turn the phone off and back on again. __Heads up!__ It may take up to 15 minutes for your SIM to be activated. 

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

  </div>
 <br><br>   

__Related help pages:__
- [eSIM and eSIM Vouchers](https://www.koodomobile.com/en/help/esim-and-esim-vouchers)

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Need some information about Koodo SIM cards? Find out everything you need to know here. 

SIM card 101

Whether it's moving your number over to Koodo (porting your number) or understanding your first bill, [here](https://www.koodomobile.com/en/setup)'s everything you need to know if you've just set up a new line with us.

To get started with transferring your number to Koodo, please select the __"How to transfer..."__ dropdown menu that applies to you, then follow the steps:

<div class="collapsible">
<div class="t-heading-h3"> How to transfer/port your number if you're a Koodo Postpaid customer </div>
</div>
<div class="content">

__Step 1:__ Have your device with your old SIM card ready (or keep your old eSIM active), and keep your number active with your previous service provider until the transfer is complete.

__Step 2:__ Log in to or register for [Self Serve](http://koodo.com/selfserve).

__Step 3:__ Go to [koodo.com/changenumber](http://koodo.com/changenumber) and select __Transfer your number from another provider__.

__Step 4:__ Enter all the required details, including the number you want to transfer.

__Step 5:__ After submitting your transfer request, a text message will be sent to your old SIM card (or eSIM). Reply __YES__ to the text message __within 90 minutes__ to confirm your transfer.

__Step 6:__ Insert your new SIM card into your device or [activate your new eSIM](https://www.koodomobile.com/en/help/esim-and-esim-vouchers), and turn on your device to complete the activation. The transfer process may take up to __2.5 hours__.

Once the port request is submitted, you can track it by logging in to Self Serve. If your port doesn’t go through because of an incorrect account number or IMEI number, you can resubmit the request through Self Serve. 

If you experience any issues during the transfer process, we're here to help! Just go to [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ and our digital rep will help troubleshoot your issue.
  </div>  

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your eSIM to Koodo </div>
</div>
<div class="content">

If you use an eSIM, you will need to ensure your old service provider’s eSIM is still activated on your device. You will receive a Security Verification text message from your old service provider on your old device. You must respond to that message to complete the number transfer. Therefore, do not delete your old eSIM.

Here’s how you can make sure the old service provider’s eSIM is still active so that you will receive the security verification text message:

__iOS:__

![New to Koodo - Image 1](//images.ctfassets.net/8cecwr1x4jkf/4EuOkjnNqDiLn9xyhyWKED/ea4834f1f7e055639c0ddff0e5b0f1d3/New_to_Koodo_-_Image_1.PNG?w=950)

![New to Koodo - Image 2](//images.ctfassets.net/8cecwr1x4jkf/6vgTMCsu2Y0XNjShpAMutI/71ec01231773e2cdce2a5d2e2e4e00f3/New_to_Koodo_-_Image_2.PNG?w=950)

<br><br>__Android:__

![Android EN 1](//images.ctfassets.net/8cecwr1x4jkf/6BboH0bSr0HJ7HEOm5sKZO/62c1f1712690ede1ff1e14d7dbb9c7dd/Android_EN_1.PNG?w=800)

![Android EN 2](//images.ctfassets.net/8cecwr1x4jkf/2Mpjh3tSnxyLnbK6KlpFhu/0d2e0c913fd54338707eafe59a5494a0/Android_EN_2.PNG?w=800)

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to transfer your number if you're a Koodo Prepaid customer </div>
</div>
<div class="content">

You’re a Koodo Prepaid customer if you pay before using your service and do not have a contract.

To request a phone number transfer during a new Koodo Prepaid activation, follow the steps below.

__Before you begin:__

- Have your phone in hand and make sure your previous SIM card is still inserted, or if you use an eSIM, keep your previous provider’s eSIM activated.
- Keep your number active with your previous service provider until the transfer is complete.

__Step 1:__ Complete the first step (["Getting Started"](https://activateprepaid.koodomobile.com/)) of the activation flow (in Self Serve).

__Step 2:__ Follow specific instructions from where you’re transferring from <br><br>

__Transferring from TELUS Prepaid__

1. On the Choose phone number step, select a new phone number.
2. Complete your activation and place your new Koodo Prepaid SIM into your mobile phone, or if you use an eSIM, activate your new Koodo eSIM).<br><br>

__Transferring from Public Mobile__

To initiate a number transfer, you’ll need to request a callback from a rep. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp. <br><br>

__Transferring from other Prepaid Carriers__

1. On the Choose phone number step, select __Transfer an existing number from another provider.__

2. Submit all required details, including the number you want to transfer.

3. Before removing your previous SIM card, or deactivating your previous eSIM, from your phone, you must respond to the port confirmation SMS from your previous service provider within 90 mins.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Common issues with porting </div>
</div>
<div class="content">

If your porting request doesn’t go through, there could be a few reasons behind it. You can follow these steps to fix it:

__1. Double-check your information:__ Please verify your account details, including the account number and PIN, with your current service provider to make sure that all the information you provided for the porting request is accurate.

__2. Resolve any outstanding issues:__ If your current account has unpaid bills or contractual obligations, make sure to address them before trying to port in again.

__3. Retry the porting request:__ Once you’ve resolved any issues and confirmed the accuracy of your information, you can initiate the porting request again. If you still need help, please go to Koodo Assist to schedule a callback with a representative, who can help you with the process.

__Note:__ These steps are general guidelines, and it's always a good idea to contact your current service provider and Koodo for personalized help with resolving the porting issue.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__1. How will I know if the port went through successfully? Will I be notified once the port has been completed?__

Once the port request is submitted, you can track your port request by logging in to [Self Serve](http://koodo.com/selfserve). With your old SIM card still in your phone or with your old eSIM still activated, you’ll receive an authorization SMS, asking you to authorize the transfer. Reply YES to confirm the number transfer to Koodo. Once you’ve replied YES, insert your Koodo SIM card (or activate your Koodo eSIM). When the transfer has been completed, you'll receive the following SMS from Koodo:

“Koodo Message: Welcome to Koodo. Your transfer request has been completed successfully. Please restart your phone now for the transfer to take effect. Thanks for being a Koodo customer. Free Koodo msg."<br><br>

__2. How do I transfer my number from one Koodo account to another Koodo account?__

Sorry, we’re unable to transfer a Koodo number from one line to another pre-existing Koodo line, but don't fret! We have a solution - you can initiate a [TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town) and transfer the line and number to another account.<br><br> 

__3. Is there a fee to port a number?__

Great news! Porting a number to Koodo can be done through Self Serve - free of charge!<br><br> 

__4. Can I transfer a cell phone number from another company to a new Koodo cell phone without having the old cell phone or SIM card in my possession (it’s lost, stolen, etc.)?__

Yes, it’s possible, but in order to complete your number transfer to Koodo, it would require you to contact your original service provider within 90 minutes of initiating the number transfer with us.<br><br>

__5. Is it possible to transfer my residential line to a cell phone?__ 

Yes, it is possible and we’re more than happy to help! It’ll require you to schedule a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__6. How do I transfer my home phone number with a different service provider to Koodo?__

The steps to transfer your [home phone](https://www.koodomobile.com/phones/wireless-home-phone) number are similar to those outlined under “Koodo Postpaid” above:

1.	From the __Self Serve__ drop-down menu, select __Mobile services__.
2.	Next to __Manage your phone number__, select __Manage__.
3.	Select __Transfer your phone number__, then enter the home number you want to bring to Koodo.

After Step 3, you’ll be prompted to request a callback from a rep in order to complete the number transfer. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp.

If you have a Koodo wireless home service, it's possible to transfer it to a Koodo mobile line. To get started, book a callback via [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__7. When I move to a different province, can I keep my Koodo account and phone number?__

Yes, you can keep your account and phone number when moving to another province. Please keep in mind that you won’t have a local number anymore.<br><br>

__8. Can I transfer my TELUS Prepaid or Koodo Prepaid number to Koodo Postpaid if my account is inactive or in suspend?__

If you're a Koodo Prepaid customer and your account is in suspend, you can move your number to Koodo Postpaid without topping up. TELUS Prepaid customers will have to top up and ensure their accounts are active.<br><br>

__9. Why didn’t my port request go through?__

If you’re having issues porting your phone number to Koodo, it could be because you didn’t respond within 90 minutes, or the information you provided was incorrect (e.g. the account number or IMEI). Please double-check that your information is correct with your current provider and feel free to reach out to Koodo Assist for more help. You can always try the port request again or re-submit port in [Self Serve](http://koodo.com/selfserve).<br><br>

__10. Can I re-submit my port request?__

If your port fails due to an incorrect account number or IMEI number, you can resubmit the request through [Self Serve](http://koodo.com/selfserve). 
  </div>

<br><br>

__Related help pages:__

- [Moving from Prepaid to Postpaid (monthly) service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service) 
- [The 101 on Koodo wireless home phone](https://www.koodomobile.com/en/help/101-koodo-wireless-home-phone)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

<style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    line-height: 1.5;
  }
</style>

Got a number you want to move to Koodo? That's easy, find out all about moving your number to Koodo here. 

TransferNumberToKoodo_ToArticle_Static_Link_May2023

Prepaid

New to Koodo? 

Here's what you need to activate your Prepaid phone: 

1. __Your__ [Koodo Prepaid SIM card](https://www.koodomobile.com/en/help/prepaid-sim-cards): Unless you bought one separately, you’ll find it in the packaging with your Koodo Prepaid phone.

2. __Your selected base plan and Booster® add-on(s):__ You can choose from a number of base plans and Talk or Data Booster add-ons on our [Prepaid plans page](https://www.koodomobile.com/prepaid-plans "Prepaid plans page").

3. __Your payment method:__ You can use a top-up voucher purchased at a Koodo store or retail partner across Canada, or use your credit or Visa Debit or MasterCard Debit card. If you’re paying with a top-up voucher, you’ll need to make sure it has enough funds to cover the total cost of your selected base plan and Booster add-on(s).

  __Note:__ Only a card registered to a Canadian address can be registered to your account. International cards aren't accepted.

4. __Automatic top-ups:__ With automatic top-ups, leave it to us to top-up your account every 30 days with your registered credit or Visa Debit or MasterCard Debit card, just in time for your base plan renewal. Sign up today in [Self Serve](https://prepaidselfserve.koodomobile.com/).  

### Ready to go? 
Visit [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com "activateprepaid.koodomobile.com") to activate your Koodo Prepaid service.

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1 - How can I start receiving calls on my new phone after upgrading? They’re still going to my old phone even after I’ve completed the setup.__

Please make sure that you’ve ported your number over to Koodo. This can be done with some help from a rep. To get started, please go to [Prepaid Koodo Assist](https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html) and schedule a callback.

__2 - Can I activate a new Prepaid phone with a SIM and keep the same number?__ 

Yes! You might have to go through the number porting or number transferring procedure, but if it’s the same SIM, the number should be kept the same.

__3 - Why is my phone still deactivated after I topped up my account?__

Sometimes it takes a few days to move your phone out of a deactivated state. Please also ensure that the amount you’ve topped up is enough to cover the base plan associated with your account. 

__4 - I followed the activation process, but my card is still inactive. Is there a delay between payment and activation?__

There can be a short delay, but in general the card should be activated right away. Please always confirm that you’ve received a confirmation “Welcome” email after activation. If you haven’t, please [contact us](https://www.koodomobile.com/en/help).

__5 - My friend gave me a Refer-a-Friend code. How do I redeem it for my $5 credit?__

When activating your new plan, enter your friend’s unique code in the “Refer-a-Friend Code” field of the Payment page. 

Click “Add” to make sure the code is validated so you can get your $5 credit.

*Eligible on plans greater than $15. 
  </div>

Just got a new Prepaid phone with Koodo? Learn everything you need about Activating your Prepaid phone here!

Activating your prepaid phone

Moving out of the country? Does a friend or family member want to take ownership of your phone line? Is your child now old enough to take ownership of his or her phone line? 

Learn how to easily transfer the ownership of one or all of your phone lines to someone else. 

### What is a TOWN?

Transferring (a) phone number(s) to someone else is called a __Transfer of Ownership__, which changes the owner of the outgoing line. The monthly bill is also transferred and becomes the responsibility of the new owner. 

__Heads up!__ The transfer will go much smoother if a Koodo rep can speak to both the outgoing and incoming client on the same call in order to complete the transfer. If this is not possible for you to arrange, please provide our rep with the other party’s phone number.

If we’re unable to contact the incoming client, they’ll have 10 days from when you initiate the transfer to call in and have it completed by one of our reps. Please keep in mind that if we don’t hear from the incoming client, you’ll remain responsible for the line, including payments. (Once initiated, the rep won’t need your PIN in order to complete the TOWN).

### Eligibility:

<div class="collapsible">
  <h3> Outgoing Client  </h3>
</div>
<div class="content">

1.  Before you can initiate a TOWN, the line for which you’re looking to transfer the ownership must have been active for 90 days. 
2. Your line must remain active up to the completion of the TOWN.
3. In order to initiate a TOWN your account must be in good standing. (Any outstanding balance must be paid).

  </div>

<div class="collapsible">
  <h3> Incoming Client  </h3>
</div>
<div class="content">

1. If you’re a current or former Koodo client, your account must be in good standing. (Any outstanding balance must be paid. Tab excluded.)

2. If you don’t already have a postpaid account with us, you’ll need to complete a credit check. (We’ll need 2 of the following pieces of identification in order to complete the transfer: a valid driver’s license, a Social Insurance number, a credit card number).                                           
*The incoming client must be of legal age in his or her province of residence.

  </div>

<div class="collapsible">
  <h3> Still have a Tab on your line?  </h3>
</div>
<div class="content"> 

Wondering if you’ll have to charge your Tab to your next bill before completing a TOWN? That’s up to you and the person you'll be transferring your line to!

You and the incoming client can decide to:

1. Charge your Tab to your next bill before transferring ownership of a line and its Tab 

OR

2. If the incoming client wants to continue making payments towards the Tab __and meets the credit criteria__ required to carry the Tab size, you’ll be able to transfer the line and the associated Tab to the incoming client client

  </div>

### Good to know:

- The incoming client can choose to either keep their existing phone number and plan or have them changed. Some exceptions might apply. 
- The transferred line’s voicemail will be reset, so please make sure to save any important information.
- Once the transfer has been approved, a one-time $75 (per subscriber) transfer of ownership fee will be billed to the newly-created account.

__Keep in mind,__ the outgoing client will be responsible for all usage and charges, including paying the bill, up until the transfer of responsibility is accepted and completed under the new subscriber's account.

### To initiate a TOWN...
A TOWN can only be done with the help of a rep. To schedule a callback, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and enter "Transfer of ownership."

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__Can I transfer my plan and keep my phone number?__

When you complete a Transfer of Ownership, the entirety of your line - __including your phone number__, your Tab, and your plan - will be transferred to the incoming customer's account. The line being "TOWNed" will be removed from your account entirely, as long as your bill is up to date, and will pop into the account owned by the person to whom you've transferred your number. Don't worry if the incoming customer doesn't have a Koodo account already - we'll set them up with one. 

  </div>

Transfer of Ownership (TOWN)

Did you know that new and existing Koodo customers can activate a tablet plan with Koodo? It’s super easy to set up!

__Heads up!__ A tablet device __must__ be purchased along with the plan.

### __How does it work?__

1. To get started, visit a Koodo Store, authorized dealer, or retail location. Want to find a store near you? Check out our [Store Locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "store locator")

  - Existing Koodo customers can also add a tablet plan to their accounts online through the [Tablets page](https://www.koodomobile.com/tablets)
2. Choose a tablet device and get a SIM card
3. Insert the activated SIM into your tablet, and you’ll be good to go!

### Good to know
- A connection fee applies when a tablet is purchased in store (this fee includes an already-activated tablet SIM card)
- Customers using iPads will need to manually configure their APN settings. For more information about how to do this, check out our [internet connectivity troubleshooting page](https://www.koodomobile.com/help/i-cant-connect-internet)

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. Can new customers activate a tablet with Koodo?__

Yes; however, new tablet activations are currently not available through Self Serve. At this time, only existing Postpaid (monthly) Koodo customers are able to add a tablet to their account. New customers can activate a Koodo tablet plan on the Tab __in stores.__

__2. Can existing customers add multiple tablets to their account?__

Yes they can!

__3. Which plans are eligible for a tablet?__

New and existing customers can add a $15/4 GB plan to their tablet. A tablet plan can  be used only with a tablet device. If these conditions are not met, Koodo may terminate your tablet plan in accordance with the [Service Terms](https://www.koodomobile.com/service-terms).

__4. Will customers receive Shock-Free data notifications?__

Customers using SMS-enabled Android devices __will__ receive Shock-Free data SMS alerts (at 50%, 90% and 100% of their usage) and their data will be paused once the limit is reached. __Note:__ The new $15/4GB plan does __not__ include SMS. 

Customers using Apple or non-SMS-enabled devices __will not__ receive Shock-Free data SMS alerts, but their data will be paused once the limit is reached. 

For both Android and Apple users, if a customer has set up other alert methods (i.e. other phones or emails), they’ll still receive the alerts.

A person on the account with [authority](https://www.koodomobile.com/help/permissions "authority") will be able to unpause data by adding a one-time data top-up from their tablet or via [Self Serve](http://koodo.com/selfserve "Self Serve"). A customer without authority will need to contact another user on the account who has authority in order to unpause data via [Self Serve](http://koodo.com/selfserve "Self Serve").

__5. Are tablets eligible for the Refer-a-Friend program?__

No, tablets are not eligible for the Refer-a-Friend program.

__6. How can customers check their usage?__

Customers can check usage on [Self Serve ](http://koodo.com/selfserve "Self Serve").

__7. Can a Koodo tablet be used as a phone with a SIM number?__

No, the tablet plan does not come with voice or SMS capabilities.

__8. Is it possible to buy the tablet without a plan?__ 

No, you must get a tablet plan with your tablet device.

__9. How can I remove a tablet from my plan?__

Cancelling a tablet is basically cancelling a plan. To do this, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.

  </div>


Do you want to find out how activate your tablet with Koodo Mobile? Get all the tips for Activating a Tablet here. 

Activating a tablet

Moving from prepaid to monthly postpaid is a great option if you want to expand the services available to you from Koodo. You’ll also have access to loads of great features from Koodo.

Before you move, please note that a credit check is required for all new monthly-billed activations. Check out our [credit check requirements](https://www.koodomobile.com/en/help/credit-check-requirements?search_api_views_article_search_fulltext=credit%20check).

Ready to move now? You can easily move over to a monthly postpaid plan through one of the following options:

## Online via Self Serve

Moving to postpaid online is easy. Simply follow these steps and we will also waive the connection fee for you!

1. Start by picking a new [phone](https://www.koodomobile.com/en/phones?INTCMP=Help_KSS5756_PhoneLinkToKoodoPhones_Link_Dec2022), or if you’re bringing your own phone, shop our available [plans](https://www.koodomobile.com/en/rate-plans?INTCMP=Help_KSS5756_PlanLinkToKoodoPlans_Link_Dec2022). Add them to the cart when you’re ready!

2. When adding the phone or plan to your cart, if this is your first time getting a monthly postpaid plan with Koodo, select __“I’m new to Koodo: Let’s get started”__ so we can set you up for monthly billing.

3. If you received a promo code from us in either an email or SMS, you'll be able to redeem it after adding items to the cart. Check out our Help page [“redeeming your Koodo promo code”](https://www.koodomobile.com/en/help/redeeming-your-koodo-promo-code) to see how.

4. Follow the checkout process to complete your order. You’ll be prompted to enter your billing information and go through a credit check.

5. You’re all done! You just need to wait for your new phone and/or SIM to arrive! If you’d like to keep the same phone number, please do not port out your number until the new SIM arrives. Then, you can follow the steps in [Moving your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo?intcmp=Help_KSS5756_MoveNumberToKoodoLinkToKoodoSameArticle_Link_Dec2022) to transfer your number to the new account.

## Ask an agent for help
If you need additional assistance, you can also migrate your services in store or over the phone. Simply visit a TELUS/Koodo location and an agent will be happy to assist you, or you can request a callback from us. To schedule the call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout&intcmp=Help_KSS5756_KoodoAssistLinkToKoodoHelpLandingKAOpen_Link_Dec2022). 

Please note that an in-store or over the phone migration will be subject to a connection fee.

## FAQ
We’ve answered some of the most common questions about moving your services from Prepaid to Postpaid.

### __1 - How can I find my Koodo Prepaid or Public Mobile account number?__
The easiest way to find your account number is by logging into your Koodo Prepaid or Public Mobile Self Serve. The account number can be found on the Profile tab under the Account Info section. <br><br>

### __2 - What’s the difference between prepaid and monthly postpaid?__
With prepaid, you pay for the services you’re planning on using. If you use up what’s included in your plan, you’ll need to top up to keep using them.

With postpaid, you pay for the services you’ve already used. You can enjoy the service without worrying about topping up minutes or data. If you go over what's included in your plan, you'll be charged for the additional usage on your next bill. But don't worry! [Shock Free Data](https://www.koodomobile.com/en/help/shock-free-data?search_api_views_article_search_fulltext=shock%20free%20data) is available on all data plans, so you can always avoid unexpected charges.

The easiest way to know whether or not you are a prepaid or postpaid customer is to check the way you’re billed. If you receive monthly e-bill alerts via text or email that your bill is ready to view, then you’re a monthly (postpaid) customer. If you have to top up your account frequently in order to use your cell phone services, then you’re a prepaid customer. <br><br>

### __3 - Why should I choose monthly postpaid?__
Switching to a Koodo monthly postpaid plan provides you with access to new phones for as low as $0 upfront with a Tab plan, a bigger data bucket at 4G speed, [Easy Roam](https://www.koodomobile.com/en/help/easy-roam?search_api_views_article_search_fulltext=easy%20roam), and more bundling offers. We also offer [Shock Free Data](https://www.koodomobile.com/en/help/shock-free-data?search_api_views_article_search_fulltext=shock%20free%20data) on all postpaid data plans. <br><br>

### __4 - Can I keep my prepaid SIM card when moving to monthly postpaid?__
When you migrate to postpaid service online, a new SIM card will be required. In store or over the phone, you’ll be able to keep the same SIM card, but keep in mind that a connection fee applies everywhere except to online purchases. <br><br>

### __5 - Do I need to cancel my prepaid account when I migrate to postpaid?__
No, after you transfer your number, we’ll cancel your prepaid account for you. No action is required from you, and rest assured you won’t continue to be charged for automatic top-ups. <br><br>

### __6 - Can I transfer my prepaid balance to the new monthly postpaid account?__
Yes, if you have a remaining balance on your Koodo prepaid account, we can transfer it to your new monthly postpaid account after your activation is complete. Visit a TELUS/Koodo store or schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and one of our reps will be able to assist you. <br><br>

### 7 - After moving to postpaid, what happens to existing boosters on the prepaid account?
Prepaid boosters can’t be carried over and you’ll lose all the existing boosters on your prepaid account; however, most of our monthly postpaid plans include 4G data speeds and unlimited Canada-wide talk and text. Additional features like long distance options and additional data are available to add on to your account. <br><br>

__Related help pages:__
- [Credit check requirements](https://www.koodomobile.com/en/help/credit-check-requirements?search_api_views_article_search_fulltext=credit%20check)
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)

Are you a Koodo Prepaid customer and want to move to Postpaid services? FInd out everything you need to know right here. 

Moving from Prepaid to Monthly Postpaid Service

A SIM PIN protects your SIM card from unauthorized and unintentional communication or internet browsing. Plus, whenever you restart your phone or remove the SIM card, your SIM card will automatically lock, showing "Locked SIM" in the status bar. To unlock it and restore your access, you’ll need the SIM PIN.

### What You Should Know about a SIM PIN
1.	It’s optional; you don’t have to have one if you don’t want one.
2.	Your default SIM PIN is 1234.
3.	You’ll need the SIM PIN whenever you:
- Reboot or turn off your phone
- Change your SIM PIN 
- Want to restrict call capabilities

### How to Set Your SIM PIN
Setting your SIM PIN is easy! Simply follow the steps below:

### Setting a SIM PIN on Android: 

*Steps will differ between Android devices*

1.	Go to __Settings__
2.	Tap the __More__ tab
3.	Tap __Security__
4.	Tap __Set Up SIM Card Lock__
5.	Tap __LOCK SIM Card__
6.	Enter __1234__ (default Koodo SIM PIN)
7.	Tap __OK__

### Setting a SIM PIN on iPhone:
1.	Go to __Settings__
2.	Tap on __Cellular__
3.	Tap on __SIM PIN__
4.	Enter __1234__ (default Koodo SIM PIN)

*The SIM PIN option for all smartphones is typically in the phone menu under Settings.*

__If a SIM PIN is entered incorrectly 3 times, your SIM will be locked, and you will require a Personal Unlocking Key Code (PUK code) to reset the SIM PIN. In the event that you do require your PUK code, please [Contact Us](https://www.koodomobile.com/en/contact-us "Contact Us").__

<br><br>
__Related help pages:__

- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)


To protect your SIM card from unauthorized phone calls or cellular data, you can use a SIM PIN. Whenever you restart your phone or remove the SIM card, your SIM card will automatically lock and you'll see "Locked SIM" in the status bar.

SIM PIN

Remember that all phones sold in Canada after December 2017 already come unlocked. 

If you’re travelling internationally, sign up for Easy Roam® to stay in touch. However, if you need your phone unlocked here, you will first need your IMEI code.

### How to find your IMEI

- Dial * #06#. If it works, your IMEI will pop up
- Or, check the SIM card tray or the original box for your IMEI number
- If you can remove the phone's battery, look under it for a white label with a number on it

__To unlock your phone online:__

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=unlock), then follow the instructions.<br><br> 

### __It's good to know...__

- Successful unlock code retrieval for non-iOS phones: We’ll show you the unlock code and send a confirmation email with the code in it.
- Successful iOS phone requests: We’ll submit the unlock request on your behalf and Apple will unlock your phone. You’ll need to insert another carrier’s SIM card or connect to iTunes to complete the unlock process. We’ll send you a confirmation email.
- Already unlocked: Your phone is unlocked and ready to go.
- In progress (iOS only): Please wait 5 to 10 minutes for Apple to process your unlock request.

### __Heads up! You can’t unlock a phone that’s:__

- Suspended as lost or stolen
- Blacklisted
- From a carrier other than Koodo or Telus

### __Just so you know__

- You can get your phone unlocked right away, if you’re buying a phone outright from us
- We don't unlock phones from other carriers, so make sure your phone is unlocked before bringing it to Koodo
- If you want to use your Koodo number in the U.S. or internationally and don't need a local number while travelling, [sign up for Easy Roam or use your phone abroad at pay-per-use rates.](https://www.koodomobile.com/easyroam "sign up for Easy Roam or use your phone abroad at pay-per-use rates")
- If you cancel your account before your Tab and/or Tab Bonus balance has reached $0, you’ll be charged any remaining balance (Tab and/or Tab Bonus) on your next bill (subject to any applicable adjustments).
- If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan. It's not necessary to unlock your phone to use it with TELUS service.

__Related help pages:__

- [SIM PIN](https://www.koodomobile.com/en/help/sim-pin?search_api_views_article_search_fulltext=puk)

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        "style":{
           "color":"#016B6A",
           "fontSize": "1.5rem"
        }
     }
  },
  "button":{
     "text":"Learn more",
     "link":"https://www.koodomobile.com/telus?INTCMP=Help_K2T_UnlockPhone_ToKoodoTelusPage_LearnMoreButton_Feb2021",
     "variant":"primary"
  }
}
</div>

Need some information about unlocking your Koodo phone? Find out more here. 

Travel and roaming

Unlocking your phone

It’s easy to find out if your phone is compatible with the Koodo network – just check your IMEI, a unique number that identifies your mobile phone. Most 4G/HSPA phones will work on our network. <br><br>

### __How to find your IMEI__

Dial *__*#06#__* . If it works, your IMEI will pop up.<br><br>

To check if your phone is supported, click [here](https://www.telus.com/en/support/article/how-to-use-volte) <br><br>

### __Just so you know__

- This tool doesn't tell you if your phone is unlocked by another carrier.
- If the tool reports your phone as lost or stolen, contact the source you bought or received the phone from to figure out why this is happening. A phone that's [reported as lost or stolen](https://www.devicecheck.ca/consumers/) can't be activated on the Koodo network.

Want to join Koodo and bring your awesome phone with you? Check if it's compatible with Koodo's network right here. 

Got a Q? We have the A.

Need more help?