How can I register for Self Serve and keep my ported number when I'm locked out of my prepaid account abroad and can't receive the verification SMS?

Question

Hi everyone, I'm hoping someone from the community or a Koodo moderator can help me with an urgent situation.

My setup:

I'm a Koodo prepaid customer on a 1-year prepaid plan.
I ported my existing phone number to Koodo.
I am currently outside Canada and will be for the foreseeable future.

The problem:

I'm trying to create a Self Serve account, but registration requires a verification text message (SMS), and I'm not receiving any SMS while abroad.
Because I can't complete Self Serve registration, I'm effectively locked out of managing my own number.

My main concerns:

How can I register for Self Serve / verify my identity when I can't receive the verification SMS from outside Canada?
Is there an alternative verification method (email, account PIN, callback, online chat) that doesn't depend on receiving a text?
If I never complete Self Serve registration, will I still be able to keep my ported phone number when I eventually return to Canada? I want to make sure the number isn't lost or recycled.
What's the best way to reach Koodo customer service from abroad (international phone number, live chat link, or moderator assistance here)?

Any guidance from the community or a Koodo team member would be hugely appreciated, as this is time-sensitive. Thank you!

Allan M · Accepted Answer

1. How can I register for Self Serve / verify my identity when Ican't receive the verification SMSfrom outside Canada?For security reasons, the verification text is required. Potentially customer service can bypass this but with prepaid, there are only a few ways to verify a customer so it’s a bit more difficult.2. Is there analternative verification method(email, account PIN, callback, online chat) that doesn't depend on receiving a text?Not that’s actively available to you at least3. If Inever complete Self Serve registration, will I still be able tokeep my ported phone numberwhen I eventually return to Canada? I want to make sure the number isn't lost or recycled.Yes, as long as your prepaid bills are still paid. After 90 days of inactivitiyon a prepaid account (Not paying and adding an active base plan), the account gets closed and the number works it’s way back into the pool of those to be used again. If you’re able to make payments, have loaded your prepaid account with money or have auto-pay setup already, then you’re good to go.4. What's thebest way to reach Koodo customer service from abroad(international phone number, live chat link, or moderator assistance here)?You can schedule a callback to a Canadian phone number here. It can be a voip number that you get via any app if you don’t have access to a useable one:https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.htmlYou can also try reaching out via facebook messenger by clicking the facebook button at the bottom of this page.

Oliver C · Answer

Hi there, lot’s to cover but let me know if I miss anything. 🙂

The Problem

The reason why you’re not receiving the SMS verification is because Koodo Prepaid only works in Canada and the USA. If you’re outside of those countries, you will not be able to connect to your local network to receive the SMS verification.

Your Concerns

You’re a bit stuck as you need to receive the SMS. They send the SMS for fraud prevention reasons as opposed to other verification methods. You can try a rep through social media to bypass it for you, though there is no guarantees there or if you try the SMS verification enough times it may prompt you to verify with an email, it used to let you do this however it may not anymore.
As said in 1, Sometimes an email option may present itself if the SMS verification fails enough times. Beyond that you can see if a rep will set one up for you via social media but it is unlikely they will do this for fraud prevention reasons. It may have to wait until you come back to Canada to get it setup.
Yes, as long as the plan is active until you get back you will have ownership of the number and can continue using it when you come back. The plan will continue until the end of the 365-day period you bought the plan for. After the end of the period, the account will then be suspended for another 90 days. At the end of that 90-day period, you lose the number and the account closes if you don’t top it up by then.
When out of Canada and you wish to speak with a rep, it is recommended to reach one through Koodo’s social media pages Facebook or X. The correct profiles can be found at the bottom of this page and clicking the associated logos. From there, you send them a direct message and a rep will respond.

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