Call back, customer service

What issue are you experiencing? We may be able to assist you here in the Community.

What do you need your account number and temp number for?

Are you able to login to your self serve account?

Does your koodo line work?  You can find the number by calling or texting a friend or family member.

Are you post paid or prepaid?

Yes I need my account number and temp number. Need both or either to log in to self serve.

Did not receive my ESIM card.  Received an email about my order and states the service agreement will be sent.  This was Last week. 

I requested POST PAID

That is strange. Let me flag a rep to help you out.

Hi ​@Kimberly McDonald 

We have been unable to identify an account based on your community profile.

Have you checked the Spam folder on your email for the email activation/ service agreement details?

Is there an order number indicated in the confirmation  that you received after signing up?

Did you sign up on the koodo website, or are did you complete the Quick Transfer process from Public Mobile or Telus?

I went through the steps on the Website.  it was not a transfer. I did receive an email with an order #. How can I send that to you securely 

Did you get a confirmation email that your order was approved?

If you have an order number, I suggest emailing the webstore.

You can find the email here

https://www.koodomobile.com/en/help/checking-out?srsltid=AfmBOoqiJ21ND-KyYkhHxmemTlmrGVplrfcM7L87LzW5TcAZusgz2A8Z

What about my services agreement?

You can download your service agreement from your self serve account 

Please read all of the information before this question. 

“Yes I need my account number and temp number. Need both or either to log in to self serve.

Did not receive my ESIM card.  Received an email about my order and states the service agreement will be sent.  This was Last week. “

In the email with the order number stated that the services agreement would be sent to me. 

Hi,

Two quick things worth checking first:

1. Can you check your junk/spam folder for a separate "service agreement" or eSIM/welcome email — it sometimes lands there on its own, apart from the order-confirmation email.
2. When you signed up, did you specifically choose eSIM? If you didn't, a physical SIM card may have been shipped to you instead, which would change what you're waiting on.

Either way, since this is a brand-new activation and the email with your account details + eSIM simply never arrived, this is one an official Koodo rep needs to sort out — they can look you up from your order number, get you your account/temporary number, and resend the service agreement and eSIM. I'll flag a rep as well
 

Hi ​@Kimberly McDonald, unfortunately we can’t access your account unless you’re logged in with the self serve credentials. We’d recommend trying to schedule a callback via the Koodo Assist, please let us know if you run into issues with receiving the callback again.

It had to connect to Koodo

I did.

Did you read my reply about emailing the webstore?