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Self Serve

All discussions about Koodo Self Serve.

522 Topics
2,125 Replies

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522 Topics

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AbdulaiBeginner

asked in Self Serve

not receiving text messages

For some days now, anytime I want to verify something, it says sent to my phone number but i never receive the number. My phone number is correct. so what is really happening?

2 hours ago

hanjanBeginner

asked in Self Serve

wywConnector

posted in Self Serve

Please reactivate my phone number today

Travelled outside Canada for two months and my number got deactivated or paused. I’ve paid the bill by bank bill payment after failed to pay by credit card many times, so please reactivate my phone number today.

4 days ago

K102Connector

asked in Self Serve

Koodo Prime and Streaming+ Billing

Good day to all,I have an existing Koodo Prime membership billed through Koodo. Now have signed up for Stream+. It seems I have been double billed as initial sign up payment has gone through for Stream and have been billed Amazon 9.99 through Koodo on my bill. Noticed Prime is not activated but Disney/Netflix is. If I try and activate it goes to Amazon stating Im already a member. How does this work do I have to remove Prime as an add on?

5 days ago

ChackaponBeginner

asked in Self Serve

Creating account/downgrading plan abroad

Hi, I nedd urgent help with downgrading my monthly plan. In order to do that I need a Self Serve account, but I didn’t register it while I was in Canada. Now it asks for a verification SMS, but I can’t get it in Poland, so I have no way of setting up an account myself. Is there any way I can get in touch with Koodo in order for them to help me with this situation?

7 days ago

LarhanyaBeginner

asked in Self Serve

Porting my current Koodo number but want to change it to a new local number

I have applied with a VOIP company to have my Koodo number ported to them. The twist is that I want to stay with Koodo but change my number to a local one (currently using my old out-of-province number).Should I call Koodo and talk to them about these complexities or is there a trick I can use to make this work properly?The reason for my weird choice is that I want to keep my old BC number so that anyone who uses it can still call me, but I want a new MB number because I’ve moved here permanently and want to stop giving locals a BC contact number and possibly making them pay long distance.Thanks for any help y’all can provide!

7 days ago

MVDConnector

asked in Self Serve

Unable to send or recieve texts after switching to Koodo

I just switched from Rogers to Koodo today. Left the kiosk thinking everything was good to go only to find out I cannot send or recieve text messages. I have done all the steps recommended and still not working. I can make and recieve phone calls and use other messaging apps. I also have not recieved any sort of welcoming email. I cannot register my account as I can get the code they text to set it up. Help

7 days ago

koouserBeginner

asked in Self Serve

Address change doesn't work

Trying to update my profile address for a new sim card to my new address - it reports ‘success’ and ‘It may take a few minutes for your address to be updated.’But the change does not take hold, even after 20-30 minutes later. The chat bot tells me the address can’t be updated by the phone support staff for privacy reasons and sends me for a loop. The only option is to go in to a kiosk?

9 days ago

gravelmanBeginner

asked in Self Serve

Number transfer

Why does my number transfer from Telus to Koodo get no farther than this? Doesn’t matter whether I use the Account number or IEMI number. It just flags this and won’t go on. I’m also getting no text/SMS requesting authorization. I don’t want the new Koodo number and I initially requested a number transfer when purchasing a Koodo SIM card

9 days ago

roro12Coach

asked in Self Serve

can't log in

i’m a pre-paid costumer but can’t log into my account

10 days ago

Jb13Member

asked in Self Serve

Unable to change address

Unable to change my address online. Website accepts my address and says that the address was changed successfully but it never changes. Have been trying for 2 days now, with no success. Koodo assist is no help either. I requested a call back but got no calls. What to do?

11 days ago

The DanMember

asked in Self Serve

Porting From Speakout Issues

I am attempting to port my sons number over from Speakout to Koodo. We made the unfortunate mistake of attempting to use the IMEI number in the self server set up but have since learned that Speakout to Koodo porting seems to only work when using the account number and PIN option.Unfortunately, we can’t seem to ‘restart’ the port process. We have been in contact with both Speakout and Koodo support on multiple occasions. Both can see that multiple port requests have been made. Speakout insists that Koodo is doing it incorrectly and Koodo insists they are doing it right. FWIW Speakout says that the account # and PIN are required and Koodo keeps trying to do it with just the account number.At this point I’d just like to have koodo resend the a new port request link so we can try the port ourselves with the account number and PIN. Has anyone experienced this before. Can Koodo not do this. When we click on the previous link it just say port in progress. Any help or suggestions wo

12 days ago

MrPopularHDBeginner

asked in Self Serve

I keep getting "Make sure to input the correct number" when trying to transfer my phone number

I’m transferring from Public Mobile and I keep getting the above error when I enter in either my account # OR my IMEI #. I’ve searched for articles on this site, but they all seem unanswered. I’ve tried using only the 9 digits, but it’s all numerical so I don’t think that advice was meant to work for me anyways. Any help you can provide on this would be greatly appreciated.

12 days ago

thomas strattonBeginner

asked in Self Serve

Can't cancel my internet subscription

I signed up for an internet subscription 24 hours ago. I decided that same day to stay with my previous provided when they offered me a discount. I can’t cancel the subscription. I scheduled a callback and was told that I can only cancel it online, but the option to cancel does not show up and it says the order is being processed. The rep on the phone said his system shows that the order had been fully processed and I should be able to cancel. Told me to wait until the morning and try again. It’s now 24 hours later, still no option to cancel, and I’ve been waiting 7 hours for a callback, including one call back that automatically put me on hold for 1 hour and no-one ever answered. Is there any way to actually reach customer service to solve this?

13 days ago

EmmescoroCoach

asked in Self Serve

Error when trynig to change my plan on self-service

Hello Team,I need help from a rep please, I need to change my plan which is currently on seasonal hold. It is not allowing me to change it on Self service because I get an error in the Choos your perk step.In addition, I cannot schedule a callback because I’m out of the country but need to change my plan to actiate roaming.Can any rep contact me through here to get this solve? Thanks

13 days ago

JoseeOrganizer

asked in Self Serve

IMEI not accepted

I’m transferring from Public Mobile on a monthly account, trying to keep my own number. When I input my imei number I get an error message: Make sure to input the correct number. I have tried several times, the number is correct, no letters, no dashes, 15 digits. I cannot input my Public Mobile number because I can’t access my Public Mobile account, I struggled so much but they have no customer service at all, this is why I’m coming back to Koodo. I have scheduled a call back.

14 days ago

akobelskyBeginner

asked in Self Serve

Can't update pre authorized payment

I’ve been trying to update my payment method through the self-serve portal since Tuesday. Every time I get an error (see image). I’ve tried different browsers, different computers and incognito mode.What’s going on?

14 days ago

Razek007Beginner

asked in Self Serve

internet connection

My internet is not working this morning

14 days ago

KitKirk11Member

asked in Self Serve

Self Serve only showing overview

I have been trying to access my self serve to change billing information and look at my profile for the last week and I cannot see anything but the overview page. I can log in, log out, and see the overview which is only listing shop deals and legal stuff. This is concerning as i need to change my billing info as soon as possible since my credit card has expired. Could this be a bug? I have tried clearing my cookies and cache, closing and reopening my browser, logging out and in of google chrome as listed on the help categories. Do I need to book an appointment with someone? If so, how?

16 days ago

Doug PhaneufBeginner

asked in Self Serve

Transferring from Telus in the USA

I manage my mother in laws phone for her in an account in my name. I am looking at switching from her provider to Koodo to save her some money. I have watched the process for porting the number and it seems easy enough. The wrinkle comes in the fact that I will next see her when we are together in Oregon in a few weeks. can I do the porting process while we are in the USA? any help would be greatly appreciated.Thanks

16 days ago

markRBeginner

asked in Self Serve

Changing email which receives payment alerts does not seem to work

I have an old email that was originally used when I signed up for Koodo as a monthly customer. I want to delete this email account but cannot since it still receives the email alerts for koodo payments. I have changed my email to a new one for the koodo login and also within the self-serve, account, my-profile, security. But I have not received any notification that my email was changed and my payment alerts still go to my old email address. I have used this page to check if my email is set to the new address (and it is) and have tried setting a new address but, again, nothing changes. https://www.koodomobile.com/en/help/changing-your-self-serve-email

17 days ago

Aks19Connector

asked in Self Serve

Text messages not sent / receiving after porting number to Koodo from Fido

I have recently ported my number from Fido to Koodo. After this porting, I am not able to receive or send the text messages. I have restarted my phone several times, re-inserted sim card, but nothing seems to work. I have tried to reach the koodo assist, every time it responds by setting time for call back, but never received a call back.Its really frustrating and feeling helpless as not able to get support from Koodo for this issue.

18 days ago

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