Do you have a screenshot of the promotional details? 

Hi ​@KatePeach, yes the accessory bundle is eligible for new activations or add a line activations, not renewals. I’ll paste the full Terms and Conditions below as well. You can find them by clicking the ‘Online-exclusive offer: Free accessory bundle!’ link at the top of the screen on the phone page. 

“Offer (AXS Protection Pack which includes a case, screen protector, and a 30W wall adapter MSRP $74.99) eligible with the purchase of a new device (Certified Pre-Owned devices are not eligible) in the eligible list below. Only at Koodo on the Tab and not available on outright device purchases. Offer available for new activations and add a line customers (not available for renewals). Offer valid from December 19th, 2024 while quantities last. The offer is available online and cannot be redeemed in Koodo Shops or by contacting Client Care. Koodo reserves the right to remove or amend the offer at any time without notice. Offer available only to Canadian residents with Canadian shipping addresses. Offer cannot be combined with any promotional codes, or with other bundle offers running at the same time. It’s non-transferable, and it isn’t valid for cash or a cash equivalent. You will receive the AXS Protection Pack with the shipment of your device. All AXS Protection Pack warranty and support is provided directly from the manufacturer once the product has been received. Eligible Device List: Samsung Galaxy S24 FE, iPhone 14, iPhone 15, Pixel 9, Pixel 9 Pro”

I have this same issue. It’s activation of a new phone , so it should qualify ? 

You mean you got a new line on an exisiting account? 

New phone line, not buying a new phone on an existing line.

But you can find these accessories on various online retailers for much better than the listed msrp.