Wrong IMEI; how do I change this?

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  • Question
  • Updated 11 months ago
  • Answered
When I typed in my IMEI in the Self Serve I must have accidentally hit a 5 when I should have hit a 6. What is the best way to fix this?
Because my phone's IMEI and my account's IMEI don't match and I can't get any service.
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Ewan

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Posted 4 years ago

  • 1
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Dennis, Mobile Master

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You don't enter the imei #. You need to enter your SIM card #.

Just login and change your phone and enter the correct sim#
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Ewan

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I did need to enter my IMEI, and my SIM #. On Prepaid self-serve where do you change your phone? I don't see that option.
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Bill

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It doesn't work
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Allan, Mobile Master

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Could you create a new thread and further explain your problem?
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Byron Beltran

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You need to call Koodo Cust Service, request to delete the Self Serve and make a new one so you can create it again and put the right IMEI, but if you have already an account, you cannot change that, they need to remove that account and make a new one
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Ewan

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Thank you, I suppose that's a last resort if there is no "phone swap". Will I have to pay a fee for calling customer service and cancelling my account? I shouldn't if I'm going to start a new one right away.
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Byron Beltran

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There's no fee for that, account can be remove and re-created for free if you call Koodo CS
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Paul Deschamps, Mobile Master

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Go into self serve and do a phone swap and enter the correct info.
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Ewan

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This is on Prepaid- where is the phone swap option? Is there one for prepaid?
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Nelia Chigodo

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Where can I find phone swap? I tried going to self service but still I can not get it:(
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Melissa, Employee

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Hey Neila! You'll need to give our customer service a call id you're looking to swap your SIM since the feature has been disabled on our website until further notice.  Thanks :)