Getting error because phone number area code doesn't match address on file.

What province is your billing address and what province if your area code?

Let me flag a rep to help you out.

Hi ​@A F 

Have you tried clearing cache and cookies in your browser or try on a different browser/ device?

Billing address is Nova Scotia, phone area code is Ontario

 

I have tried your suggestions. I’m still get the same messages.   

Hi ​@A F, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

Following. Same issue here for me. Moved from Ontario to Alberta 14 months ago with no issues until now. I was told I didn't  have to change my number but now self serve is useless because my Ontario number doesn't match my Alberta billing address. Please help. 

Hi ​@ShawnW 

Just to confirm, you are trying to upgrade your phone online when you are getting this message that the phone number doesn’t match the address?

If yes, can you please confirm the last three digits of the phone number on which you try to upgrade?

Yes, I cannot change plans or upgrade phones. Last 3 digits are 633

Thank you!
 

For the plan change, are these the steps you are following and you are still getting the mismatch message https://www.koodomobile.com/en/help/changing-your-rate-plan? 

I am more interested in upgrading from my disappointing S23 that loses 50% battery while the screen is off in my pocket and has a camera hardware issue that started 8 months into it's  life. I am not going to be upgrading with koodo if I have to switch to an Alberta # while risking being locked out of anything I've used this number with over the 9 years I've had it. I will happily pay the 8% difference is tax each bill to not have to deal with that after being told I wouldn't  have to. 

​@ShawnW 

We have just sent you a PM with more details, please check your community inbox when you get the chance.

Following, I am getting the exact same message. Which means I am required to change my number in order to upgrade. If that’s the case, I will not be upgrading and would buy a used phone if I decide to stay with Koodo. 
 

On another note, I’ve been having problems with Koodo and trying to upgrade my device since October. My account was flagged  (long story that was not within my control) and I was told I needed to wait 3 months to upgrade, it’s been well over 3 months and still the prices for me to upgrade are ridiculously high. Now this, them wanting the billing address and area code to match in order to upgrade.

 I’ve even had Koodo call me to try and entice me to upgrade, and when I’ve tried to take advantage of that, they said sorry you’re not eligible. Why call me then? I’m considering just switching to a different provider in order to get a new phone for a normal price.

Let me flag a rep to help you out.

Hi ​@FaithS 

We have just sent you a PM with more details, please check your community inbox when you get the chance.

​@ShawnW 

Just an FYI please don’t hesitate to take advantage of the warranty period for hardware issues. It sounds like you’ve got a lemon unforutnately. If you’re going to get a new phone anyways, it doesn’t matter, but you do have the option of getting the battery replaced at either a Samsung store or third party shop of your choice to at least get the battery issue fixed.

​@FaithS 

I’ve had issues with this for several years myself. The system just isn’t setup to handle people with area codes from other provinces. It was designed to prevent people from taking advantage of lower prices plans in some provinces while living in other provinces. It should at least be ok if the price point plans are the same, but it still has issues. I have always needed the help of a rep if the system said I could not keep my current plan.

Thanks for the response. I Tried filing a warranty claim with Samsung in June 2024 when the camera stopped working and the phone was only 7 months old. They told me I was SOL because there is a small chip in the glass. I've owned an S4, S7, S10e, S21, and this S23. Unfortunately I won't be buying a Samsung again. I switched back to my S21 last July, when I could no longer tolerate the lack of camera and terrible battery life, but it will no longer charge. 

Koodo has always had great service so I will be staying but I've  purchased a less expensive phone from elsewhere. That way when if it stops working I'm not paying a tab on a factory failure of phone.

You might have had some luck if you kept pressing the issue. Most OEMs look for any excuse to deny a warranty fix initially. They might still deny it, but there’s a decent chance of accepting after a few tries. Samsung isn’t the only one unfortunately. But it’s fair to not get another Samsung after such an experience.

That is always the risk you take. It’s definitely a choice of cost vs what you get.

Hello, I am having the same issue. My area code is Alberta, by my billing address is Ontario. I’d like to upgrade my phone, but am getting the same error message. Can you please help out?

I’ll flag a rep as they send you more info via PM on your situation.

​@annak 

We can definitely look into that for you. Unfortunately we could not authenticate the account through the log in method used here. You can log out of the Community and when you log back in, you can use the Self Serve option as shown in the following picture: 

Let us know when it is completed. 

Hi ​@Flo Koodo , Okay, I’ve signed in with Koodo Self Serve.

Hi ​@annak 

Sorry for the late reply here. We have sent you a PM yesterday, in case you didn’t have the chance to check it out, feel free to check your inbox when you get the chance.

I am seeing the same error on the self-serve page, but both my phone number and billing address are in the same province so i don't understand why this is popping up.

I am receiving the same message. Sorry, did not see this post and I started another.

Are you signed into the community with you koodo self serve account?