New Customer, can't register for self service

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  • Updated 1 year ago
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I am a new customer to Koodo and I ordered my phone and monthly plan online through the Web store. I can't find my phone number to register for self serve. It's not in the two emails I received about my order and it's not on my phone because it says my Sim is unregistered. How long does it usually take to get my information if I already have my phone? Is there another way to register? My order number is HFO16861901 Any help would be greatly appreciated!
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Janell Maye

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Posted 1 year ago

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Ranjan, Official Rep

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Hey Janell - looks like your phone is still pending activation. I just flagged this with the team and you should be up and running soon. Once activated, you'll receive an email with your customer service agreement containing all account info. At this time, your phone should also begin working, but you may need to reboot it. Hang tight!
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Ranjan, Official Rep

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Flagged this with the team David. It'll be activated by the morning. Sorry for the delay.
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Janell Maye

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Thank you very much! It's up and running :)
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Ranjan, Official Rep

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@Janell - glad to hear :)

@David - yours should be up and running now as well. An email was sent with your account and service agreement details. You may need to reboot your phone, but everything is good on this end. Let us know if you need anything else. 
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Fuad Al Sakkaf

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I m a new customer and I cant register.
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Mayumi, Mobile Master

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Post paid or prepaid?
What error message do you get?

Can you please start a new post using this link? You will get more helps quicker.
https://community.koodomobile.com/koodo/topics/new
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Klark Kent

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I have also the same issue. I just bought my new phone online with a monthly plan and transfering my phone number that i have with rogers to my new phone. Im trying to register but I can't. PO is HFO16871901
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Ranjan, Official Rep

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Superman - thanks for the flag. Looks like your SIM still needs to be activated, so I'll flag this with the team and you can expect it to be activated in the next little while. Once it's done, you'll get an email confirmation with your account details and service agreement. Following which, you can set up your self serve account. Once activated, your phone should pick up service automatically, but if it doesn't, please reboot your phone and that should do the trick :)
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Melissa French

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Also having this same issue! Received almost immediately with the other phone ordered but order HFO17750829 have not received an email for.
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Ranjan, Official Rep

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Hey Melissa - can you please clarify what the issue is or what error message you're getting?
I'm seeing that a self serve profile was created on Friday and it looks like you were able to login today with this same email address you're using here. You're account also looks to be active - don't see any issues there either. 
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Melissa French

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I have a second phone that was delivered today and assumed I would receive the exact same email to set this one up too.
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Ranjan, Official Rep

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You should have. Assuming you've checked your junk/spam folders?
Is the issue that you're phone isn't working, you can't access your self serve account, or something else?

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