New phone, no account number

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  • Updated 2 months ago
HI,

I just received my phone after signing up with Koodo. There is only a packing list in the box but the self serve is asking for an account number. Can that be provided? My Order number is HFO19337235. Thanks!
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Shawn Miller

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Posted 3 months ago

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Dinh, Mobile Master

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Hi Shawn,
Have you checked all the email inbox if there were any activation email from Koodo?  Normally they would activate before you received the package. Was there any SIM with the package? Can you test if the SIM works?

If you don't see any email and the SIM doesn't work, then I think you need to contact Koodo directly (call/messaging through facebook) to activate the line.
(Edited)
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Shawn Miller

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Hi Dinh!

Unfortunately no emails regarding activation, only the order placed and order shipped confirmations. There is a sim card with the phone & I've put it in the device but it appears to not be activated. It's coming up as unregistered SIM and isn't providing a phone number. I'll try to Facebook them and see if I can get a response. I sent a DM on twitter the other day but it took over 24 hours to get a response, hopefully FB is faster :) 

Thanks for your help!
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Dinh, Mobile Master

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Koodo shipping team was likely faster than the activation team in your case.

Koodo support line was likely jammed with calls during the promotion. You could try to call them early (9am) to avoid the wait or send message to their facebook to ask them to activate the SIM. I think facebook is faster than twitter.
(Edited)
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Shawn Miller

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Absolutely seems like that's the situation. No big deal, I'm just terribly impatient, Haha. Thanks again Dinh!
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Ranjan, Official Rep

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Hey Shawn - we've seen a massive spike in online orders in the past week, due to recent promotions. Due to this, the teams have been out of sync at times, and in your case, the order was shipped faster than the line could be activated. No need to message/call - it will be activated soon, and I'll flag this to the team as well.
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Shawn Miller

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Makes sense, I now see a message on the website regarding the high number of orders as well. Oops! I already messaged before I read your message. Thanks for your time in replying & flagging for the activation team. I'm super excited to get this all setup! :) 
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Shawn Miller

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Talk about quick! Just got activated and told to log into Self Serve. Unfortunately, i'm getting this error:

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.

I haven't received an additional email regarding email permissions. Any idea what I should do?
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Ranjan, Official Rep

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Looks like you may have tried to create a self serve account prior to the activation being completed. I just reset the account and resent a profile creation email. Follow the steps in that to complete set-up. Let us know if you run into any challenges. 
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Thomas

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Hi.  I'm in a similar situation as Shawn above. Same circumstance (received SIM, account not active, tried to create a self serve account prior to activation).  Could you please reset the account?  Order number is HFO19461303.