Self Serve

Hello I’ve been trying to activate my SIM card on line for hours now no luck I have no access to txt or phone call when I try to put my email it says that it has to be active for 48 hours before sending me the 6 numbers to reactivate the card and when I call they only send me to robots  anyone can help me activate my symbol card ?? Or knows where to call to speak with an actual human ??

Just buy a new SIM card in a supermarket and can't create an account in self service. It asks phone number or account number, but I a new pre-paid client, I don't have it. And can't activate card, stuck on the Payment step, it just reload. Please, help

I currently have a physical sim card, will purchase an iphone 14 from the US (no more physical sim), wondering how to make the switch. 

Hello, Long story short, got my phone stolen with my SIM card in it. Ordered a new card, received it and now trying to switch SIM card through Mobile Services, and keeping getting following error message.I’ve tried at least 7 times since yesterday, but no luck:I cleared the cache and cookies Tried on different browsers - Firefox, Chrome Can someone assist ? I can’t even request a callback on my Koodo’s phone number as I’m not able to switch SIM card yet.   Thanks,     Sid.

Hi,I want to buy a new iphone from the Apple store, that is esim only, and I am coming from an Android that has a physical Koodo sim.  If I buy an ESIM voucher, how do I get around the provisioning the device warranty issue that is mentioned in the FAQ? Thanks.

Hi there,My phone plan is currently under my ex-partner’s Koodo account.He switched to another provider but I want to keep the same phone plan. I just need to change the billing, login and contact info to my name. How can I do that?Do I need to create a new account?

I want to change my Koodo phone number due to relocation from one province to another. I was wondering if it impacts my existing Koodo plans. Is there any impact on my monthly bill due to that change?Unfortunately, I haven’t found any terms and conditions details for that Koodo phone number change process.   

I lost my phone in the US about a week ago. I suspended the account and never found the phone. I bought a new phone through Koodo and it arrived today.I re-activated my phone and changed the SIM number, and while it shows as being the SIM card for my account, i cannot get any connectivity on my phone - emergency calls only, it says. I took the SIM out and back in, but same thing. Did I go wrong somewhere?

I want to change lower plan  like basic plan.however self serve does not show basic plan. I don’t have any contract left. 

I needed to make a single urgent international call to the UK today (not something that comes up frequently).But I find that I cannot enable it online (the option for international call activation doesn't show) and will now have to wait until this evening until a rep is available.When I call an international number I get the standard error message and a request to call *611 - but then a robot tells me I'll get a text for an automated service bot and does not give me the option to be forwarded to your call centre. This is simply incredibly unhelpful.The result of this is me resorting to seeking help here…  I now won't be able to log a call to the UK today (it will be well outside of UK office hours). It's a bit of an annoyance.Could you please enable international calls from my device. Or at least unlock the service in my self-serve menu.

 I am having difficulty producing the postal that is required for setting up my self serve account. I was hoping someone could give me some advice I have tried the only two postal codes I would have used and it is still coming back as the wrong postal code. Is there a way to bypass this or contact Koodo directly as I would really like to register my self serve to access my billing information.  Thanks in advance for your help and suggestions!  

Hi , After moving back to Ireland 3 months ago I’m finally ready to cancel my Koodo account, but I cannot see a way to do it from Self Service.. Is there a way for me to do this without having to call the helpline from abroad? Thank you in advance for any help... Liam

I’ve seen others have had the same problem.  I have 2 accounts for my kids - one is getting the 50/90/100 warning, the other only gets a warning at 100%.  Can I please get an agent tagged to change this? 

I bought a Koodo SIM in a Telus store on 16 August. Signed up for Koodo online 17 August. Received email shipping confirmation 18 August. Today, 20 August, I registered for Self Serve.Now I’m at https://www.koodomobile.com/my-account/simswap/step-2 trying to change my number to the SIM I purchased in store, so I can use new phone before shipped SIM arrives. However, I get error message: “Your email address must be active for 48 hours. To continue, please choose the text option.”The text option does not work, since my phone isn’t on the network yet. This is my first cell phone ever. Can you call my land line? Or send SMS to a member of my family (but I’m not sure how to add his mobile number to my account).I’ve had this email address for years. When does the “48 hour” clock start? Is it from when I signed up for Koodo Self Serve?Thanks

Is anyone else's current usage (minutes and messaging) not displaying in self serve? It's been a couple of days

I am trying to make an international call to South Africa. It rings once and then i get an automated message saying that the call did not go through. I see i do have international calling as an add on. Please advise.Regards

Hi There, I am out of Canada for several months and am currently overseas.  I want to downgrade my plan to just the number only, something that would cost me $5-10 per month.  On the self serve app there is only the option to change a plan to something more expensive.  I am unable to call an agent due to being over seas, how can i downgrade my plan? Thank you

I want to switch from Telus to Koodo.

I have an old unlocked iPhone. Do I need another prepaid SIM card to add it to my prepaid Koodo account? I currently have a monthly subscription with regular Koodo and a prepaid phone as well. Can I have the two prepaid on the same account?

I recently activated a new line under my account. I tried to port a phone number from a different Koodo account but it seems this is not allowed through self serve. What should I do?

How do I talk to an actual person.   My phone is not connecting to a network.  

I ported in my phone number from a different wireless provider to Koodo on July 31 but its still a MB number, not an Alberta number as that’s where I live now and since then I’ve been trying to change my number to a local number but when I click on ‘Mange my Phone Number’ the page just refreshes and tells me transfer is complete to the MB number. I guess my question is how often can you change a phone number? Once every billing cycle? You’d think that with the port over I could change it immediately as its a different process.

Hey, I’m travelling abroad and bought a local sim card for the duration of my trip. The people at the vodafone store put the new sim card in my phone and it asked for a PUK code, they didn’t know what that was and tried a few things. After a while they figured my phone was locked and couldn’t help me. I looked online and tried unlocking it with the IMEI code but it’s still not working. Is there anyway I can get my PUK code, I don’t have access to another phone or phone number to get a call from Koodo. Many Thanks!

Hello,I have two separate Koodo accounts (monthly) and I would like to merge all of them into one account?Any ideas on how to do this using the Self Serve functionality?Thank you.

Hi there. Is there a way a Koodo team member can send me my message history as far back as 1 year?