Self Serve

Existing customer. I completed an eSIM swap in Self Serve using the EID of my new phone. Self Serve says the eSIM is ready and that I should receive a notification, but no notification arrives. Your Android/Pixel eSIM help page says to use the generic QR code to manually pull the waiting eSIM, but the QR code is missing from the page. I have no way of using any other esim transfer tools/technology. The push DOES NOT arrive. My phone requires a QR.  This website and workflows wasted several hours of my life. First, the chatbot explicitly says ‘if self-serve activation push fails, use the QR’. There’s no QR at the end of the self-serve process, just ‘use the help menu’. Then, the help menu has a section on the QR code. There’s no QR. I submitted a request through the chatbot escalation ‘ask a rep’, absolutely no indication that a ticket is created, absolutely no way to know if my request has been created and is in a queue, and given the state of Koodo’s website I would not be surprised t

As the title says, i’m being told that “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.” it’s my email address. How do i get to my account to transfer my number?

Hi.Just signed up for the first time (ever) for a Koodo Mobile plan, with the project of porting my existing mobile number from another provider (that step has yet to be started)After signing up, I received my Service Agreement by email (my very own, personal email address) with an account number and what will be a short-lived mobile number.I then proceeded to register for Self Serve as instructed, i.e. using (1) the 8-digit account number showing on my new service agreement, (2) my postal code, which is the same as figuring on the Service Agreement, and (3) my email address, which is also the _exact_ same email address as the one used for signing and at which I received the Service Agreement (i.e. no "+" part or anything like that).Now, for a reason that no help article or past community support can explain, whenever I log into Self Serve I'm being stopped in my tracks—and stuck, really, prevented from doing or seeing anything on my account—, being only shown the following message: « 

Hello out there - we signed up for the Stream+ Premium bundle this morning, and we are now stuck on the activation. More specifically, we are not Koodo mobile or internet customers. From what we can gather, we need to set up a self serve account to activate the services, but we seem to be caught in a loop where it asks for a mobile number and sends verification via text but the text doesn’t come.Not sure if we are supposed to wait for self serve account setup to be done, if we missed the self serve account setup, or if there’s something else that needs to be done. To reiterate, we are not Koodo mobile or internet customers and, at least from what we’ve read, you can sign up for Stream+ even if you’re not a Koodo customer. we tried the digital assistant but didn’t get any satisfaction there.

I’ve signed up for an additional phone line and its not letting me Pick My Perk. I get an error message when I try.

I received a promotion from customer service. free iPhone 17. It arrived today. I mistakenly activated it. Got a call from ‘Nancy’s’ supervisor in customer service. He wanted me to send back the phone so I can receive the benefits I am entitled to. He had me working on the phone and had me reset without deactivating the e-sim card. Now I have no phone. He has not sent an email the the shipping label to return the phone. I have waited hours before writing this, just incase he contacted me through my email. no contact. VERY FRUSTRATED HERE.

I transferred from Public Mobile but have been stuck for over 3 hours but whenever I try to login it says  “If you'd like to link an accountPlease wait for your account to be set up.” I want to be able to respond to the message that I should be getting from public mobile to transfer but I have not received any messages or emails!Please help ! 

I went to decide switching my prepaid to postpaid for convenience but here im stuck of getting my esim activated. Trying to contact agent for 2 days at a keast a call back but never happened instead i just receiving list of steps to do but never works any of them. Its very disappointing and no one can contact me because my number im trying to migrate to postpaid is not working. Please i need some help.

There is no one to every chat without except the bot. There are so many pop-ups one can’t ‘x’ out of.  STOP it. 

Basically, my esim was deleted and I tried to move it over to a new phone, when I went to self serve it was giving me an error on verifying on my email.  Now I cant even use my phone because I dont have a connection. 

I get stuck at the verification step, once I input the verification code it keeps loading without never completing the sim change, I tried on multiple devices, wifi’s and on my 5g network, always stuck at the same part. The AI chat says that a sim change can’t be done over the phone with an agent. What can I do?? I new (old) phone does not accepts Esims and my previous phone jus tbroke and only had an esim so I cannot use my line anymore. 

Phone 1 Pixel 7 with dead camera, new phone pixel 8. I want to transfer my esim without using the camera. All the explanations go to a QR code which requires a camera

Lost the physical sim card and bought a new phone all while in another country. Still in another country and Koodo Self Serve doesn’t have an option to transfer to esim if you don’t have possesion of the physical sim card. looking for a was to do this.

I started a new account about 5 hours ago.I received account number.Public mobile no longer Working since I agreed to transfer the phone number.But I haven't received any esim from Koodo.And I can't get through on the phone because they can't call.I tried to look up esim, but it only wants to send me a text to confirm, email address is too new.Not a great experience so far 

“Your plan is no longer eligible for unlimited international sms. If you change or remove your free or paid pers, you won’t be able to re-add Unlimited International SMS later”. What does all this mean? 

I switched yesterday from public mobile to Koodo.  Lucky for me my phone works, but when I login to my account the only service I have listed is my stream+ Im supposed to add my bank account to get the discount but the site doesn't even say I have a mobile account.   When I click on mobility it says the site is down.

I transferred my number from Public Mobile to Koodo. However, during the migration process, my eSIM activation failed. The number has been transferred over but I lost access to that number. I purchased a Koodo Tri SIM card from Telus website so I can use it to replace my broken eSIM.So, I navigated to the sim card update page. Self serve > Mobile services > Get help with SIM cards > Update my replacement SIM card Then I entered my SIM card number and went to verification page. Obviously, I can’t receive verification code via SMS because I don’t have access to that phone number.I selected email verification and it’s throwing this error message:“This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now.” So, now there’s no way to receive verification code to update my sim card info.Does this make sense? I haven’t been able to access my phone number for more than a week. Thi

Hello, I currently have an old android phone with a sim card. I am considering getting an iphone. I would need an esim on the Iphone. How would I go from a physical sim on my android to an esim on an Iphone? I have tried searching Koodo for this information but cannot find any topics on it.

My account number and IMEI number is not recognized when I am trying to enter it to port my number to Koodo. I did not do spaces, or dashes. I have tried multiple ways. 

Recently, someone explained to me how they went through your whole 611 shenanigans just trying to arrange a support call. The callback system might be acceptable if it actually worked properly—and if your robot bothered to clearly explain when nobody could contact you because support was closed.I have now spoken with several Koodo customers who have expressed serious discontent with this system. Honestly, I was almost relieved to discover that I am not the only person who feels this way about how Koodo handles 611 support situations.Your customers get sent on quite the obstacle course just to ask a basic question, get information, or have an overcharged bill corrected. Ultimately, it feels like a disrespectful way to treat the very people paying for your service. Everything about the process spells terrible customer service.Explain this system to people in other countries—or even to Canadians using different carriers—and they suddenly feel grateful they are not with Koodo.Here is how t

I recently deleted my my esim from my old phone thinking I could just transfer it from the site but when I realized I couldn't and its already been 2 days without a phone cuz there's no one around and I can't get to a kiosk so I'm stuck with no phone or data just my computer with a wifi connection I need a QR code for esim activation sent to my email PLEEASE its the one attached at *********edited by moderator to hide personal information

Hi there, I have moved out of Canada for 2-3 years., so I would like to discontinue my plan with Koodo, as well as paying off my balance. Is there any guide to do so from outside Canada? Thanks 

Hi everyone, I switched from Public Mobile to Koodo for a 5G plan. The migration process required me to get an eSIM. I tried to use my eSIM to SIM adapter but it apparently failed. The number has been transferred to my Koodo account but I don’t have access to that number because eSIM isn’t working. I purchased this official Koodo Tri SIM card from Telus. Do you think this physical SIM card will work fine with Koodo postpaid 5G? https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim

Trying to change my plan from $45 for 10gb to $40 for 50gb (with bank account linked)Every time on perk choice ( data rollover) it gives me the dropped ice cream of sadness. Tried several times on different days for a week. 

Self explanatory. I messed up my password too many times and now I’m “user locked” dispite changing my password TWICE I just want to use my top up voucher that I bought to redeem. I am beyond annoyed. I don’t have another email and I don’t want to wait around for a call if I don’t HAVE to. Please help