Self Serve

Last week I purchased a phone plan and SIM card for Koodo myself online. After receiving the email containing my client contract, I attempted to sign up for Self Serve. I was able to enter my data that the chat assistant requested and clicked through the link to create a password and provide additional data. Upon attempting to complete the process, I was presented with an error message saying that my account could not be created and to request a callback through the chat service. When attempting to do so, it requests that I log into self serve which I’m unable to. I attempted to sign up several more times and the same error occurred. I’ve confirmed that all entered data matches what I provided at the time of purchase. Can a Koodo agent please contact me to resolve this issue? I intend on porting my current phone number from Bell, so the sooner I can log into Self Serve the sooner I can cancel my old phone plan. 

Hi everyone,I’m hoping someone can help me with a frustrating issue with my son’s Koodo Prepaid account.His SIM card suddenly stopped working, and his phone showed “No SIM.” When I tried to log in to Self Serve to check the account, I received an incorrect password message.I reset the password successfully, but the account immediately showed “User Locked.” I’ve since reset the password again using different devices, but the account is still locked.I also purchased a replacement SIM card from a Koodo store, but I can’t transfer his existing number to the new SIM because I can’t access Self Serve.I’ve tried Koodo Prepaid Assist multiple times. Even when I select “Speak to a rep,” it asks me to sign in before scheduling a callback. This leaves me stuck in a loop.Could a Koodo representative or community moderator please help me arrange a callback without signing in, or explain how to unlock my account?We really need to keep his existing phone number.Thank you so much for any help!

new e sim not working was showing ‘activating’ for the longest tie. now its not showing on but no network. whats a waste of time. to activate an account they ask for the koodd number but the damn number is not active so figure that outnow cant even talk to a rep with out ai bullshit

I just received a new iPhone 18 Pro Max, and was able to transfer data from my old iPhone XR with no trouble. However, I have been unable to transfer my eSIM at all. I have been left with no eSIM on either phone, no cellular service on either phone, and all of the step by step guides I have used haven’t resolved my issue. I have been waiting for hours to hear back from support. Is there something else I can do, or do I just have to wait to hear from support?

There is no cancellation option on my Kodoo Internet self-serve.When I try to schedule a call back through kodoo assist, it tells me to contact them during business hours.What is the point of Kodoo Assist and the callback option if it is only useful during business hours.If this isnt resolved this morning I am cancelling all of my Kodoo subscriptions, taking my business elsewhere, and leaving negative reviews anywhere I can.

When i log into my account it says my account has already been linked to another email.Waiting to be approved?I don't have another emailHelp

I've been trying for 3 days to connect with a representative, I'm able to talk to the AI assistant, but it fails to connect me with a representative every single time. Any recommendations? I also attempted to get a call back, that also didn't work.

5Hi, I recently purchased a new phone from Koodo and switched over from Chatr. When I signed up, I specifically requested to keep my existing Chatr phone number. However, after activating my Koodo eSIM, I noticed that I have been assigned a different phone number. I would like to keep my original Chatr number and have it transferred to my Koodo account as originally requested. Could you please check the status of my number transfer and help me complete or correct it? If a new Koodo number was activated by mistake, please help me resolve this without losing my original number or affecting my new phone plan. I would appreciate speaking with a live representative from the number transfer team.

I lost my phone and the online chat-bot tells me to buy a new sim card, but I never had a physical card and the old phone I plan to use allows e-sims too. How do I set this up? I can not find a QR code with my e-sim on it anywhere in self-serve, and the e-sim help page assumes you can transfer off your other device which I don’t have.

Extremely frustrating experience! I couldn’t log into my Koodo account, and Koodo Assist kept asking for my phone number and postal code, saying they didn’t match. Despite repeatedly requesting a live representative, I was stuck in an endless loop with no solution. Complete waste of time and terrible customer support!

Does anyone know how to get around this issue please? I am locked out of my account so cannot update my credit card expiration date but cannot get a call back because I cannot update my credit card to top up my account so my phone will work. I've been locked out for over 6 hours and have no phone without this account. Koodo Assist keeps taking me in circles and I cannot find any way around this issue. I tried an email option I stumbled upon but have had no response. Any help would be greatly appreciated. I've also tried clearing cache in my browser and incognito mode but cannot access my account. I've tried to change my password but it says that isn't working at this time, I assume because I'm locked out but not sure why.

Hi,I’ve noticed that my mobile data doesn’t seem to be working which is a bit alarming considering I’m leaving for Europe in 2 days and just bought the 14 day Europe travel pass.My data usage is at 1.5 GB/100GB so plenty of data left. My APN is set to “Koodo SP”.I also got a weird text message when I got the travel pass that said “Koodo: Nice. you have purchased more data to be used until the end of your bill cycle, which ends at 11:59 pm on 2026-10-17-04:00. Your data is no longer paused!”The apps I’m using to test, AirBnB and FB Messenger are both set to use both Wifi and Mobile.Can you please help me figure out what’s happening?Thanks,Charles

Hi, I will be moving to another address within Ontario, how do I move my service or change address??Also I recently made some changes to my plan and I have 2 boxes that I need to return , how do I return it ? Thank 

I just signed up for a monthly phone plan online but when I go to register for self serve I get this error message after the password and security question setup page. I have tried to follow the error messages prompt however as it won't let me create a self serve account I can't log in to have the Assist schedule a call back. I need technical support for the literal thing thing that let's me access customer support😖 

I cannot log into self serve suddenly. I changed my password but still cannot login. If my account is locked, how can I unlock my account? 

I recently moved to Koodo from Bell, and transferred my number over. However, I never got a QR code or prompt or anything to put my Koodo eSIM on my phone.I saw this post where the person was suggested to go through the eSim recovery process in Self Serve. I tried that, but am stuck on a screen that saysGet verification code Before we start the transfer, we need to confirm your identity. We’ll send you a 6-digit verifcation code. Where do you want it to go?There’s only one option below, the email I made my account with, but I can’t select it because of this 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.I guess that makes sense since I only recently opened the account, but now I’m stuck unable to call/text without the eSIM.

I was trying this morning to switch from a prepaid plan to a post paid one. I received a text message that I was required to respond “YES” to but my phone is SOS and my response cannot send. I can no longer log in and access my prepaid account and when I login to my newly registered postpaid account it just says it is waiting for my email to be approved. I’ve tried other ways to figure out how to fix this and every time I am met with a brick wall. Any help appreciated.

Got this popup in self serveIs there any more info about this disruption? Will logging in to self serve be unavailable?Actual phone/data service unavailable? Thanks

Hi, I just switched from Public Mobile to Koodo using Fast Switch.I confirmed the number transfer by replying YES to the Public Mobile SMS. Public Mobile has now disconnected my service.Koodo appeared on my iPhone for a few seconds, but then disappeared. I never received the Koodo eSIM or QR code, and I currently have no cellular service.I also cannot access Koodo Self Serve because my password reset email is not arriving.Could a Koodo representative please check the status of my port and help provision/send my Koodo eSIM?This is urgent because I currently have no cellular service.

So, I am a Public Mobile customer, and on September 28th was offered a promo for a Stream+ package (Netflix, Amazon Prime, Disney+) for $23/month via Koodo Self Serve. I signed up, and my card was charged the full amount plus NS sales tax (26.22), but whilst setting everything up, about 30 minutes later, totally umprompted, and without clicking anything, I was automatically "upgraded" to Stream+ Premium and charged an ADDITIONAL $39+tax (44.46), and I have been unable to contact support since. I immediately tried the 1-800 support number, but was placed on a 1 hour hold without anyone answering. The Koodo Assist bot cannot help me, because I do not have an active Koodo mobile subscription. Who should I turn to next, short of visiting a store, to resolve this issue? I REALLY would like to avoid going through my bank for a chargeback.Regards

I am needing help to activate my locked Sim , I already have my 8 digit PUK code but I still can't get passed the ((add a new PIN code & repeat)) clearly I don't understand why it wasn't accepting the new PIN code..  please help 🙏 me. With every little detail. 

I've been trying for almost a month to add my free perk for rollover data and just keep getting the same error. The chat bot is not any help and I've requested an agent several times but that also goes no where. Really frustrated with self serve tools that don't work and leave no option for additional support.

I started the process of transferring to Koodo post paid from Public Mobile, through my Public Mobile self serve account.  After entering my phone’s 32 digit EID, it asked me to confirm that I approve a credit check, which I did.  While it was processing it encountered an error and booted me out.  Then I got an email from Koodo Self Serve registration saying “we’re almost ready to set up your Koodo self serve account...complete your registration now”.  I completed the registration, but the self-serve account doesn’t tell me anything about the status of whether I successfully registered or not.  Am I waiting for something or should I try to start from the beginning again with entering my EID from the PUblic Mobile self serve account?

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 am a new Koodo customer and am trying to transfer my phone number to my new Koodo account.  I am at the page where I need to enter my previous provider account number.  I am under my dads Telus account. I have tried to put his name (as he is the Telus account holder) and my name and the Telus account number with no luck.  It keeps telling me the account is incorrect.  I have tried with zeros and without. Please help.