Self Serve

Hey all, im trying to upgrade my phone as my tab has been completely paid off and I’m trying to access one of the online only offers with the phone and plan (iphone SE 2nd gen upgrading to iPhone 12 with the new spring deal of $60 a month plus 20GB, unlimited calling/texting, etc ). Anyways, when I do it through self serve and click on “who is this for” and click my name and number and choose the new phone, it switches to say “** in store only”. However, my mother who is on a different account still with Koodo was able to complete her purchase online through self serve for the exact same phone & plan. Her tab is also fully paid off. I’m a little bit confused on how she was able to complete this purchase but I wasn’t.  I’ve also tried, out of general curiosity, to choose “add a new line” instead of choosing my name and number and it allowed me to add to cart and I could have completed the purchase.  would that be the best route to take? Or does anyone know of another solution to thi

Hello:I signed up for a Koodo Account through an authorized dealer.  I am trying to register for self serve, but it is not recognizing my information.  I am thinking the dealer may have mistyped some of my information? 

After a promotional phone call on Friday,  my account now has two phone numbers.   Could someone explain why?   I’m awaiting a new Tablet as part of a promotion .  Would that have anything to do with the 2nd number?   Just guessing.  I’m really confused right now.  

when I logged in to the website, it keep telling me to link an account but when I hit it, it open a new tab with Koodo digital rep and it not make any help for me at all. If anyone know why, please help me out with this. Thanks

Where can I find my QR code? 

So I have a iPhone 8 looking to upgrade online to a Samsung Galaxy S23 Ultra.I have a few questions.Will it ship to me in the mail or to a local Koodo store? How do I activate the new phone when I get it? Will I keep my same number going from iphone to samsung?

Finally had to take my phone (Galaxy S7 Edge) to the shop and have them activate it on the Koodo network. Tech support finally got it working (new activation).Now, I can’t get any attachments to download to my phone in Messages. Size doesn’t matter. They show in Messages as Download icons, but won’t download to my phone. Anyone have experience with this? Suggestions or an actual fix?Cheers

On Prepaid: I stopped paying for a prepaid phone number as I was away from home for more than a month. It’s not over 90th day yet, so I can still see the option to Reactivate Account.If I make the payment now, how much will I be charged. I see the balance $15 dollars but then if I pay it, I am not sure I will have to pay for the 2nd month and 3rd month (current period) or not. Please let me know if someone was in similar situation before. Thank you.

I’m travelling in Mexico for 6 weeks. Upon arrival I switched out Koodo sim for a local Telcel sim. During the procedure, the Koodo sim was lost. I want to cancel Koodo sim, continue to use Telcel sim and upon return to Toronto, purchase a replacement sim from Koodo. I am on a 2 year plan and realize I will continue to pay my monthly bill I am concerned that if I report the phone lost (as it appears there is no lost sim option) and and use the Telcel sim until I return, that this might render the phone inoperable. So can I report phone stolen and continue to use phone successfully with the Telcel card until I get back to Canada? I need to protect myself from having stranger use my old sim and placing calls which I'd be responsible for.please advise.thank you,Michael Irvine    

I have a Samsung phone given to me by my relatives living in Canada that I want to use here in my country, but it is locked, and I have no idea what network they used before or how to unlock it. I'm hoping someone here can give any tips. thank you in advance😊 

I “chatted” with the virtual assistant and requested a call back. Get the call back. Press 1. Rings for five whole minutes and no one picks up. So the whole call back thing is fake right? Just another ploy to ensure my issue isn’t resolved? I truly despise Koodo and its owner Telus and will be switching providers today. 

My account is in my name.  How do I add my daughter to the account so that she has the ability to upgrade her phone in the store without me being there?

Hello,I have an IPhone SE (2020) with IOS 16 and I am unable to activate the Wi-Fi calling feature. I really need this because cellular signal is very poor in my neighborhood.Can you help ?Thanks.Marco.

I've tried turning on wifi calling and get the above error message.   I'm a monthly customer.  I've read the article about wifi calling and VOLTE.   the VOLTE option doesn't appear in my Google pixel 3a settings either.  Koodo assist is no help and there doesn't seem to be an option to talk to an agent.  Please help.

I’ve tried several times over the past few weeks to change my address. Every time I try it says it might take a few minutes but the change was successful. Next day, it’s still my old address.Anyone have assistance they can send my way?

I want to speak to Koodo because my phone will not connect to a USA phone number. I called Koodo and the machine told me to start with CHAT, and sent me a text with this link.  When I try to open it nothing happens for a few seconds then Chat flashes on and the screen immediately turns black. Happens again and again. HELP PLEASE    

Why cant i get into my phone right password and no and cant talk to real person come on 

Under transaction history there is a second rate plan change entry. I have been observing that the date for this rate plan change is shown one day in advance. Yesterday(Jan 17) it showed Jan 18 and today it shows Jan 19. The one on Jan 9th makes sense because I was in contact with Koodo to change my plan.  This has been changing automatically since Jan 12 which was the same day my request for replacement phone was submitted. Probably have something to do with that? Most likely the date increment will stop or the 2nd rate plan change will disappear once Koodo receives the defective phone back? Anyone have any idea why?  @Koodo @Koodo Community Team @Chris Koodo @Lavinia Koodo @Flo Koodo 

Selfserve is not letting me to avail black friday sale. The stupid Koodo AI is not letting me schedule call back. My first worst experience with Koodo in more than 10 years.  Please bring back customer service number. 

I have been trying for two months to get in contact with Koodo customer service… All I need from them is to place permission on my account so that a secondary number can be taken over by someone else on their own account (ex boyfriend). He has called to have it done but they need me to call and give permission.I called on many occasions and waited on hold for very long. Twice I’ve waited for at least an hour and had the call just drop/disconnect without any reason. I have scheduled at least 8 call backs, however I will get a voicemail without getting a call to answer….Now when I call customer service I can’t even talk to anyone it only gives you virtual assistance and call back scheduling.I’ve even called a local koodo store and they wouldn’t help me…How can I get help????? I am about to just cancel it all entirely at this point. It is so frustrating. 

1.) My phone (and SIM) were stolen2.) I suspend SIM using self-serve3.) I got a new SIM, am told at the store I need to use self serve to activate4.) I un-suspend my account5.) I try to activate new SIM6) First 2FA option is to text my phone. Obviously this doesn’t work. It was stolen. This is why I need a new SIM.7.) Second 2FA options is to email. I try to select. Am told my email needs to be active for 48 hours. No idea what this means. Maybe related to the account suspension? This is making it really difficult to recover from having my phone stolen.8.) I wait 48 hours. Now I can no longer use account services self-serve as it loads a black screen and then does nothing. I have tried multiple computers and multiple browsers. It should not be this difficult to get a new SIM after having my phone stolen. Please assist me.

I spoke to a rep and was asked for my pin. I gave it to her and was told it was incorrect. Was then asked for my date of birth and that was wrong. Where do I find this info so I can correct the info

i bought $25 prepaid and Boom it is gone lol.i didn’t even get a chance to decide where it was going now i am suspended and my phone isn;t even working. where did my $25 go to?Is this a scam?i didn’t have renew on it just took it.according to what i can see i have bought data with out being informed.all that was missing was the 5% tax. what can i do who can i talk to about getting help with this?or is this just an automated site with no actual support?

Hi,After a long hassle due to the never-delivered sim card, I ported my number to Koodo after buying a new sim card. But then, it turns out that the sim card number that koodo has is the one that was never delivered, but not the current one that I have. In order to change the sim card number, I need to verify myself, and the email option tells me I am unable to do so for the next 48h. Is there any way to bypass this? Or do I need to live without a cellphone for the next two days? Begin rant:Sigh.. I should’ve never moved to Koodo. First the Telus rep who did the promotional offer gave Koodo the wrong address, then the sim never arrives, I get charged nonetheless with Koodo only reimbursing for parts of this charge, then I get told to buy a new sim, I go and buy one, but then this shop is not the “official” koodo shop so I get charged more than necessary which I don’t get reimbursed in full either. Then the Koodo rep who ported my number forgot to ask me my new sim card number so I am n

I want to change my existing phone number in Koodo but SelfSerice is not allowing me to do so. Do anyone know if Self service still allowing users to change their number by their own.