Self Serve

I am trying to move from Sugar mobile to Koodo because, well, half the time the Sugar mobile services don’t work … as is currently the case with their texting server.The phone number transfer didn’t seem to have worked. At Koodo I can’t register a self service account because that requires text verification.But my number is still active with Sugar mobile and there text doesn’t work.This stupid robot Koodo “Assist” is totally useless, and it won’t redirect me to a real person.So, now I am stuck. Sugar mobile tells me that Koodo has to request the transfer, but there is no way to contact anyone at Koodo.

Please i am locked out of my account and i resetted the password 3 times now to no avail. Its important i need to fix my line. Thank you if anyone reaches out. Im prepaid

Hey,I failed to login even after changing passwords for multiple times. The chatbot said I have to schedule callback but right now I’m out of Canada. I will only come back after 3 months. I cannot even pay my bill or activate anything without self-serve. I am now requesting to cancel my number. Please contact me asap for unfreezing my account, and cancel my number directly. Contact me at **********@gmail.com which is also my login id. Please intervene immediately. There is no service out of canada. Folks please alert.[Moderator - edited to remove personal information]

I cannot change my self-service password. Even after clicking "forgot password," it still doesn't allow me to change it.I desperately need assistance.

I have moved from Bell to Koodo and followed the supplied instructions. It looks like my phone number has transferred over but my cell phone still has the new Koodo number listed under settlings.  Please help.

I haven’t been able to log into my self serve account for several days, the virtual assistant is unable to help me and I can’t schedule a callback without signing in. I need to speak to a representative to sort this out. Resetting my password doesn’t work as I’ve tried several times. How can I speak to a human member of the support team?

I’m outside of Canada and I used my phone number to receive a 2fa text message. I received an email from Koodo telling me that I have a roaming connection, although I didn’t use any roaming data or make phone calls.Does that mean I’ll be charged for roaming?

Is it possible to get Internet right on my phone (instead of data) or is that a far stretch? 

I can’t login to the self-server…. It just keeps asking over and over for a password on the 3rd option… which all passwords I enter seem valid, but it just won’t accept any.Need a Mobile Master person to help fix this. Thanks,Catherine

I see there are several threads on this that have been closed, but I still don’t see any resolution.Tell me password needs to be reset, but when I go to reset it, no matter how many passwords I try that are all compliant with requirements, it fails.  I need to update my credit card info, but am not able to do so.What is the resolution of this? 

should i go to an outlet?

I am disputing a ticket for texting and driving to prove I was not on my phone but can only go back 90 days.  I see the support site says they MAY be able to pull old data with a court order.  Can I not do this proactively and get my own usage?  I need to go back to October 2024.

So when I try to login (PREPAID), I get the invalid user/password message. After that I try the ‘forgot password’ and get the codes, I try to reset password. Then I get this message, even though my password follows all the criteria I get this message.“The password you entered does not meet the requirements. Please ensure it follows all listed requirements including no use of personal information, common phrases or match your previous password.”I tried different browsers, and no change. What should I do?

I have two phones on my plan. When checking usage only one phone is showing text activity even though it has been used. Not using messenger. Can this be turned off or why would this happen?

I bought a SIM card today from Telus (Koodo) to activate my old iphone. By accident, I gave the email address that I used to register my husband’s phone last fall.The email password doesn’t work because Koodo Self Serve wants me to reset the password. I select this option and am supposed to receive a 6 digit verification code via text (or email). The code never arrives. I have tried multiple times.I am going to have to cancel the service if i can’t access this. Can anyone help?thank you

I am a Koodo prepaid customer. I tried to change my number on the prepaid self-serve website and set my location to Toronto. Everything went smoothly, I selected a new number, and I received an authorization code via email. After entering the authorization code, the page indicated that the change was completed. However, after refreshing, my number still hasn’t changed. I also tried calling using my SIM card, but the number remained the same. I have attempted this process twice, and my number hasn’t changed either time. I would like to know how I can successfully change my number.

Am I the only one experiencing this?I’ve tried clearing cookies and cache, multiple times, I might add.Tried it on Chrome and Edge, tried using my laptop, and two different phones, tried using incognito mode, even tried to reset my password but only getting, “We are unable to process your request at the moment.”It’s really frustrating!

Getting message link account. I already have an account for years and logged on last week. Can't log on now get link account 

Hi my account profile disappeared it says link account and no info where all my info disappeared .I used to see all the info before when I log into my account but nothing there why is that.

Hi, trying to change my plan to the $29.99 monthly option. If I set up auto pay. When I select rollover data for my perk it fails. I have tried multiple times for the past 4 days and it fails every time. Please fix your website and services.

I will be travelling abroad for more than a month. I’m using a prepaid plan right now. When I go to the self-serve website, I don’t see any option to set up a seasonal hold plan. How can I do this? Thank you!

I think it may overlap with the active period of my old internet. My old internet provider used the the Rogers network if that helps!

Is it possible to turn off the US roaming email and text notifications when you have a Can-US plan? I live about 4 km from the border so it jumps to a US tower regularly.

My goal is to sign up for Koodoo mobile services with a monthly plan.I visit koodoomobile.com → “Self-Serve” → “Log-In”→ `identity` subdomain →  “Register Now”→ `/help` → “Mobility - Monthly”→ Koodoo Assist widget asks which service I want → “Monthly”→ Koodoo Assist widget asks for the Account number or Phone number from my service agreement.Hold up. I don’t have an an account nor phone number. I’m trying to sign up for those. How do I sign up for Koodoo?

I was trying to set up my Stream+ but my auto complete accidentally triggered and it activated Amazon Prime on an unintended email address.Now when I try to activate it says I used the activation link already.How can I turn it off from the mistaken account and move it to the correct email account?