How do I create Self Serve account?

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  • Updated 6 months ago
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I just signed up with Koodo; bought a new phone on a small tab.
I opted to port my existing number.
I got the phone with sim card just now. Pamphlet in the box says I have to create a Self Serve account to activate the sim card. koodomobile.com/selfserve
But when I go there, there's no option to create an account.
I've searched koodo help page and it says that I should receive an email with a self serve account creation link. I never received such email. Only email I received was phone order confirmation and tracking number for the package.
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moon jo

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Posted 6 months ago

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Bernard, Official Rep

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Sounds like you bought you phone online from us. When you click on the self serve tab on our site you see under 'login' a link to register. You will need your account number which is on the agreement you received.




When you buy a phone in a store that is when an email link is sent. Online purchases indeed need to be registered separately. Hope this helps!
(Edited)
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moon jo

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Looks like adblock was hiding that button. I entered my detail but now am stuck at koodo account number.
I tried entering the Customer No. from the invoice, didn't work. Tried entering HFO# (order number?) that didn't work either and the page is telling me to call 1-866-995-6636 but I've been on hold on that number for 59 minutes and counting..
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Timo Tuokkola, Mobile Master

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The account number would be the customer number. It should be 8 digits in length.
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moon jo

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Yes it's 8 digits long.
I get this message:
"The account number you entered does not match our records. Please try again."
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moon jo

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and when I go back to koodomobile.com/selfserve I get this message:

"You're still waiting to be approved
Looks like this account has already been linked to another email address. You're still waiting for permission from the owner of that email address. We'll email you once you're approved."

What does that mean? What another email?
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moon jo

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So to whom do I send the message? Or do I wait for message from one of you guys?
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Timo Tuokkola, Mobile Master

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Bernard, Official Rep

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I think I might know what the problem is. You already have a self serve account, but we have tied to your other gmail account. The one with your name in it. You logged in with that a few months ago. Try that as that one should be working. 
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moon jo

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I do not have an account. I never had Koodo service; I've been with fido all my life.
And from what I've seen, you can't create Self Serve account without signing up for service first.
I think it's a bug due to koodo account number being rejected when I was trying to register for self serve while ago.
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Bernard, Official Rep

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Hmmm...okay. If you sent the FB message we can validate your account and take a closer look. 
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You-Do-Not-Know-Who

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OK.
I can't believe the comments under this thread. Does the SIM Card even work?



Here are the first 5 emails that you are supposed to receive for your first order from Koodo.
"Online purchases indeed need to be registered separately." = no.
The "Almost there!..." one contains the same link as "When you buy a phone in a store that is when an email link is sent." And you receive the "Hooray!..." email when you use that link.

If you did not receive the 3rd and 4th emails from the bottom, then your SIM Card is not even active. You need to wait for the Web Store to activate your SIM Card, which I bet is going to take a long time because of the Bright Friday fiasco.
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moon jo

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Like I said above, I only received 2 emails from Koodo; order confirmation, tracking. I'll wait for the other emails before trying again.

* Is sim card activation linked to the account number? Because I can't create self serve account with my account/customer number.
(Edited)
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You-Do-Not-Know-Who

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What is your answer to the question "Does the SIM Card even work?"

Until you receive that Activation Confirmation email, you don't have an account or an account number. The Web Store is supposed to activate your SIM Card, which will create your account, on the day of delivery. Activation is delayed when they receive too many orders and can't even keep the website up and running.
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moon jo

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How would I be able to tell if sim is working if it's not activated?
Phone was showing missing sim icon when I first turned it on and did updates.
It's showing zero signal strength icon after I inserted the sim.

Here are some fields from the sim status.

sim status: unknown
mobile network type: unknown
mobile network state: disconnected
No service = not activated = not working
Now you need to wait for the Web Store to activate it.

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