topic Re: transfer not complete after 8+ hours in Get Support

transfer not complete after 8+ hours

Pith — Mon, 25 May 2026 06:03:21 GMT

I tried helping my sister transfer her account from Koodo today. She got the text message and replied within the 90 minutes and received a "sorry to see you go" email from Koodo, but she hasn't had any confirmation of the switch and it's been at least 8 hours. How can I help her get her phone going?

Re: transfer not complete after 8+ hours

BKNS27 — Mon, 25 May 2026 08:37:04 GMT

@Pith

You will need to contact a CS_Agent to have them contact her Koodo to resend the confirmation text to your sister’s phone tomorrow. Keep the Koodo SIM in her phone for the text.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: transfer not complete after 8+ hours

Pith — Mon, 25 May 2026 15:16:07 GMT

@BKNS27

Thank you! I just sent a message. I know it can vary by the day, but do you know how long it should take for them to resend the text in general?

Re: transfer not complete after 8+ hours

BKNS27 — Mon, 25 May 2026 15:25:27 GMT

@Pith

It could vary from 1/2 hour to 4 hours depending how busy they are.

Re: transfer not complete after 8+ hours

Pith — Mon, 25 May 2026 15:26:33 GMT

Thank you! Looks like she'll have to make her own profile, because they're asking for her info.

Re: transfer not complete after 8+ hours

BKNS27 — Mon, 25 May 2026 20:06:44 GMT

@Pith

Yes, you can only have 1 account/email address so when she creates her account. She will need to use a different email address than your account but the password can be the same.

Re: transfer not complete after 8+ hours

Pith — Mon, 25 May 2026 23:24:22 GMT

Thanks!

We have separate accounts. I was just trying to ask on her behalf so I could see if I could fix anything from my end. I know when it comes to account details, that's all private. I set my brother's phone up today and it seems to be working (fingers crossed!), so I'm not sure why hers isn't.

Re: transfer not complete after 8+ hours

Irichardi — Tue, 26 May 2026 20:08:11 GMT

90 minutes is just an estimate. It took mine 8 hours.

Re: transfer not complete after 8+ hours

Pith — Tue, 02 Jun 2026 03:43:32 GMT

Thanks for all the help, everyone! Her phone is connected now.