Self Serve

I am trying to port a telus number to the new line as I just received the sim card but when I go to Mobile Services it says an error has occurred. This does not happen for the original line that is still open.

Hello, I just got a new phone today (Motorola Moto G) and switched from Telus to Koodo, and I am now  trying to set-up/access my voicemail. After dialling into the voicemail (either with the voicemail speed dial or calling my own number) and then choosing the language, I am then asked to enter my mailbox number. I’ve tried entering my own number here when prompted, but it only sends me back to the start again where I am asked to choose my language and then again to enter the mailbox number. At no point am I prompted to enter a pin or to set-up a pin. What am I doing wrong?ThanksMC

Hello, I’m having troubles using the Koodo mobile website. I moved my phone over from Bell and have been happy with the services/plans offered by Koodo. I would now like to add my partner to my account, but I cannot seem to do so. I follow the instructions provided here: https://www.koodomobile.com/add-a-line?INTCMP=KMNew_NavMenu_Shop_%20AALlandingPage#howkoodo and it adds a SIM card to my cart. Instead of having the option to checkout, it only leaves me the option to “Add a plan”, which I select the $50/month BYOD 10GB plan with the $170 bill credit promo, and once I do, it asks me “Do you want to switch to the Canada-wide $50 - 4G LTE speed plan?" This is my only option, and I cannot seem to get past this no matter what I try. I don’t want to go to a store because I don’t want to pay a connection fee or an

How can I cancel my Koodo account in China, where I cannot make a call or use facebook? 

I haven’t been receiving texts/calls since early Thursday morning. I haven’t changed anything prior. I cleared out both messaging apps cache/data, restarted phone, took out SIM card. My texts come  through only if I call someone or if I text myself. How do I resolve this?

I have trieed to pay my Koodo Bill yesterday and today, with two different cards (1st Koodo payment, just hired the line - postpayment), but after the whole card submission and security codes, in the part of the process it says “Error, refresh page or try later”, but this mistake is in your end at Koodo. Please fix it. 

no dial tone landline hub

I  have no dial tone on my landline-day 4 now.  All hub lights are green, but I have tried unplugging and plugging back in anyways. Still nothing  

How can I change my credit information for Automatic top-up (or in general!)?

My account is shared with my two children and most recently, my husband. When it was initially set up, my two children and I added our phones and all numbers are listed in the account with my name. This year, my husband joined us and I was prompted to add his name during set up. I was hoping to be able to add my kids names to their phone numbers but am unable to do so. Any ideas?

I already have a phone and a plan with Koodo. I just want to switch to a better plan. When I add the plan to my cart (the $50 with 10G of data) it adds a SIM card to my cart. I don’t need that though do I? I can’t seem to just switch to the plan. 

Many organizations provide end users with online access these days.  Koodo’s bill payment seems to be frequently offline, so users have to create new calendar reminders to retry.  Surely in this day and age, this should not be necessary.

Am I locked out of changing my second phone’s plan because I changed the other phone’s plan this month?

When I attempt to change the plan for one of my accounts I get this error message. I have not changed this plan anytime recently in the past (been over a year). 

So I’ve been trying to upgrade and I’m unable to do so online because I am afraid to lose any sort of grandfathered promo. I tried to talk to a rep 2 times and got disconnected, they just go quiet! It’s a little frustrating trying to renew my contract I cant do. Can someone help me please!!!!!  Side note, I’ve had a technical issue with my Iphone 11, its almost like the sound is so quiet when calling or facetiming, Idk what to do. Its not very nice especially opening up a brand new phone, was not refurbished. Who do I contact? What do I do? 

I end up losing my sim card so i dont have a line anymore to call or do nothing and searching for it has been a struggle what do people do when they lose they sim card and my actually koodo account its uh nothing working wit this nor will i take the time for cause my koodo account isnt approved and i think i had just one month left until i finish paying is this a big issue or can i just get a new sim wit the same stuff cause dont really know who do i see to get help cause no line not really tryna go outside and uh your helper is a bot yall need real people oof 

The profile won’t update my new address. I can’t call anyone to fix the problem. What do I do?

I just signed up with Koodo so I can have my own plan with data. I have been on a family plan and would like to transfer my number since I have so many things connected to my existing number.The steps are easy to transfer the number but I read that Koodo cancels the previous phone plan service for me automatically. Since my family is still using that plan I want to make sure their plan isn’t being cancelled. I would just like to keep the number from that plan and transfer it to the plan I have now with Koodo. If I transfer my number the traditional online route, will it impact their plan or will it just remove my number from their end?

Hi all,My current phone is broken / dead. When i’m trying to buy a new one (keeping the same plan), on koodo’s web-store, at some point it asks my cell number to send me a verification code before I can proceed with the transaction. Is there any way to bypass this step ?  (Whoever planned the website, didn’t think about this situation ?).

I’m trying to get a new phone on the self-serve page, but as the last step, it sends a code to my phone (which is broken – hence me trying to get a new phone). There is no other option on the page. Does anyone know a way around this? 

I am a Post-Paid new customer, I’m just wondering how long it usually takes for a payment to be reflected on my Koodo account. I paid through my online bank, using my account number as a bill payment. I like to stay ahead a month on my payments.Thanks

I bought eSim voucher and would like to transfer my sim to eSim. I tried self serve to add new eSim, but when I get verification email/sms it says error and I should try later. this happened with text and email confirmation today and yesterday.finally scanned the QR code and added the eSim to my phone. trying to self serve new eSim: “come back later” any advise?

After I traveled to Egypt on vacation, I found out that eSIM on my iPhone doesn’t  work here. What are the options I have to keep receiving messages? Do I need to get a new sim from Koodo? How can I get it shipped to Egypt?

Hello, looking for some guidance.I currently have a Toronto area code number and moved to Halifax a year ago.I need to retain this number for business purposes, but want to change my phone to a local Nova Scotia number.Ideally, this would involve porting my 416 number to VoIP.ms, then forwarding all calls and SMS to a new NS number given by Koodo.Does anyone know if this is possible? I worry Koodo will only allow a port if I cancel my account, or a new number if I give up my old number.I plan to eventually release my 416 number, but I do need it active for many current business contacts and 2FA SMS messages.

Hello,I transfer my number from another provider to Koodo and got the text message asking for verification. I responded right away however I am wondering when can I change the sim card on my phone because after that text message there is no notification that its safe to change the sim.