New phone, no account number

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  • Updated 55 minutes 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 4 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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Amanda Milloy

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Awe man really my fiance was the one that did the log in for the account i really need to get it up and running i need to have a working phone for daycare :(
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Mats

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You need to contact them to get your sim activated and to fix your self serve account. I know its a pain and understand your frustration. Contact links are at the bottom of this page.
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Mats

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You need to contact them to get your sim activated and to fix your self serve account. I know its a pain and understand your frustration. Contact links are at the bottom of this page.
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David, Mobile Master

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Actually, the account owner needs to do this. It is likely Scott will need to address the needed changes.
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Amanda Milloy

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Were trying to talk to someone from Koodo on here or Facebook we dont have a active working phone right now
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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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Derek Gold

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I have the same issue as Thomas. How come you send out the Sim before activating the account? It's not like the Sim arrived quickly either, it took over a week. I need my account number to register for self-serve. Order# - HFO20135744
Thanks
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Allan, Mobile Master

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Two different teams do both. Sometimes one gets it done before the other get their job done.
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Derek Gold

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Thanks Allan, How long should I wait for activation? It has been a week already...
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Mats

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If it has been a week already then you should contact Koodo to have it activated. It should have been activated when you received it.
(Edited)
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Ranjan, Official Rep

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Hey Derek - the order was shipped out yesterday! You should have received a confirmation email, with tracking info, at the same address you're using here. Check your junk/spam folder if you're not seeing it in your inbox.