Phone number not showing on phone or in self serve

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  • Updated 1 year ago
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I just recieved the delivery of my two new LG G5 phones for my family. I logged into my self serve and only one new monthly line is showing, which matches one of the phones. When I turn on the other phone, it says there is no phone number associated with it after inserting the sim card. When should I see the second phone hit my self serve and phone?
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Glenn Murdock

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  • anxious, frustrated

Posted 1 year ago

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Allan, Mobile Master

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Are these 2 phone upgrades, 2 new account activations or one of each?
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Glenn Murdock

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2 new account activations, Web purchase. Going to be porting numbers to them.
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Dennis, Mobile Master

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Looks like they forgot to activate one of the phones or activated under a different account?


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Allan, Mobile Master

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To make your self serve account you would have had to input a Koodo number.
Login to Self Serve
Click on "Change Phone" at the bottom of the page
At the top click on the "Mr Profile" tab
Under Combine Self Serve Accounts click "Link Another Account".
Enter your name and the number of the other phone and youll be all setup!
(Edited)
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Glenn Murdock

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So what do I do if they forgot to activate one? I already have an account with the other phone and my other family members phones on it.
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Allan, Mobile Master

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You should have received an email with the phone number for the phone. It could be the case that the phone was shipped faster than it took to activate it. Give Koodo a call (Dial 1-866-99-KOODO (1-866-995-6636)), or message them on Facebook (https://m.me/Koodo) or through Twitter DM. Here they will be able to activate your other phone for you.
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Ranjan, Official Rep

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Hey Glen - I can help look into this for you. I see an account matching your email address with 4 lines associated with it. Is that correct? If so, should there be 4 lines, or are we missing one, based on the phone you mention above not being active? Of the 4, I see the line ending in 83 with an LG G5. There's a line ending in 23 that doesn't show a phone associated with it.. but it appears to be active. Does that sound about right so far? Have you tried removing the SIM and rebooting the phone?

Let me know if the above info. is correct and we'll go from there to try and help sort this out. 

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