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Unable to Access Self Serve Account & Need Help Cancelling Prepaid Service

  • May 6, 2026
  • 6 replies
  • 64 views
Nupur Sharma

Hi, I am a prepaid customer and I want to cancel my prepaid service. The issue is that I am unable to log into my Self Serve account properly. When I try to log in, it shows that I either have no number linked or asks me to activate my account again, even though I already activated it earlier.

I’m stuck in a long activation process and cannot access my account. I also haven’t been able to find a way to directly contact a customer service representative.

Could someone please help me access my account or guide me on how to cancel my prepaid service? Thank you.

Best answer by MilkyWay

Unfortunately, the reps in the Community have limited access to prepaid plans. You are better off reaching out to a rep through Koodo Assist using the link above for further assistance.

You can also try resetting your password. https://prepaidselfserve.koodomobile.com/en/koodo/forgot-password

This topic has been closed for replies.

6 replies

M
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  • MilkyWay
  • Mobile Master
  • May 6, 2026

If you did not register for automatic top-ups, you can simply stop making payments to your account. It will eventually be deactivated after 90 days and you will lose your number.

    Nupur Sharma
    • Nupur Sharma
    • Author
    • Beginner
    • May 6, 2026

    I have registered for that. I want to cancel it now. 

    M
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    • MilkyWay
    • Mobile Master
    • May 6, 2026

    There is no way of cancelling it immediately. The service will be automatically suspended once it expires after the 30-day period.

    For prepaid plans, you will need to schedule a callback through Koodo Assist in order to speak with a rep. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

      Nupur Sharma
      • Nupur Sharma
      • Author
      • Beginner
      • May 6, 2026

      I understand the service will expire after the 30-day period, but my issue is that I have automatic top-ups enabled and I cannot access my Self Serve account to turn them off. That’s why I need help reaching customer support or finding another way to cancel the auto-payments.

       

      M
      Forum|alt.badge.img+4
      • MilkyWay
      • Mobile Master
      • Answer
      • May 6, 2026

      Unfortunately, the reps in the Community have limited access to prepaid plans. You are better off reaching out to a rep through Koodo Assist using the link above for further assistance.

      You can also try resetting your password. https://prepaidselfserve.koodomobile.com/en/koodo/forgot-password

        D
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        • Dennis
        • Mobile Master
        • May 6, 2026

        I suggest speaking to a rep by requesting a callback via koodo assist 

        http://www.koodomobile.com/prepaidchat

         

        Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
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