Self Serve

Hi there, I need help unlocking my account. I entered the wrong password too many times now my account is locked out. I have reset my password still not working, cleared my cache/cookies and had scheduled a callback from customer service rep but all they did was reset the password again and told me to wait another hour. It is now the next day and still not working. I also had my phone disconnected due to expired credit card that is why I had to try to get into my account to update it but the service rep said it was not expired.. which is not true.. She did not understand I was saying so I just asked her to top up with a different credit card which she did. But I just checked today she had charged me a few dollars more than what my usual phone bill is. 

I'm trying to change my address through self-serve, but every time I enter my address, the "search" never ends. And if I enter manually, it doesn't find the address, but surrounding ones. I don't want to have to call 😭  help. I've been with Koodo for 18 years and I have lived at this address before, so I'm confused why it can't find it.  Thanks

Hi Team,I am currently outside of Canada and my phone got lost during a car trip.  I need the full procedure to deactivate my current physical sim card and also to re-activate an eSIM remotely with the same number. I’ts hard for me to come canada right away as I left recently. I would appreciate all the info i can get. Thanks in advance

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’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? 

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 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?

I was wondering can I have 2 mobile under one same number. Example like if I want one google pixel and want another one Samsung s24 can I do that way?

Is Wi-fi 6 lite router compatible with my Eero mesh router system?

Saw the option to upgrade individual plans when I signed up for Stream+ Basic. Paid for Prime with no Ads, $3 additional charge. Wondering how to do the same with Disney?

Hello.I already have phone and sim with koodo.3 days ago I purchased a new phone via self serf.Today I got a new phone and a new sim card.Why I got a new sim card if already have one for the existing phone? I want to continue using the existing phone number.So, do I need to use a new sim card with a new phone OR can I just simple move existing sim card into a new phone.And what should I do with a new sim card in a case if I decide to use the existing sim insteadThank you   

Please unsubscibe me from these constant messages from understandably numerous issues with Koodo and no personal contact to get issues resolved.I can’t even find the way to unsubscibe from the subforum.Please unsubscibe me yourself from all these messages.  

I’d like to pay off my tab balance using a credit card instead of having it on my next bill.  How can I do that ? 

I have a Canada - USA plan and I see that I have easy roam enabled, I just want to make sure that isn’t going to charge me on my upcoming trip, do I need to turn that off? 

I want to add a second line for my son who is going to school. When I go through the steps it makes it seem like it might wipe out my number etc. I want to be sure if I follow the steps that my plan will stay the same and just add a second line for him for the $15 plan. Anyone else have a second line for their kid on their main plan? Thanks in advance!