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Self Serve

All discussions about Koodo Self Serve.

  • 776 Topics
  • 3,076 Replies

776 Topics

R
rs296Advisor
asked in Self Serve

I cant connect to voicemail

When i press voicemail on the phone screen the device says “Cannot Connect to Voicemail.  Call your service provider for assistance.”Could someone please reset my voicemail please. Thank you

9
R
1 month ago
T
tesshulmeBeginner
asked in Self Serve

activating self serve not working

Hi! I got a sim card last Friday and have been trying to create a self serve account. When I press the self serve registration link in my emails it comes up with a page saying that the service in unavailable. I also tried going through Koodo assist and it ends up leading me to a page that says my account has been partially made so I can’t set up the account again (I never set up my self serve account though). Could someone please help me? I need to be able to add my payment details by the 24th to pay for this month. Thank you!

2
Boa_Guy Koodo
1 month ago
N
Natty Liu-GasiorBeginner
asked in Self Serve

No account activation email?

New customer, received SIM card in mail but I have not received an account activation email so I cannot register for self-serve. No emails in junk folder. Order# - HFO******45Placed order August 13 Shipment confirmation August 16 Received SIM card today August 21Thanks in advance!

3
Darius Koodo
1 month ago
C
Cliff WardleOrganizer
asked in Self Serve

Transfer of Ownership not working in the chat

We are trying to transfer ownership of my daughter’s cell phone from us to her but when I tried to do it as the owner as per the instructions (  Transfer of Ownership (TOWN) | Koodo Mobile ), the chat function does not recognize me as the owner and asks me for a credit check instead of waiting for her.  Honestly, it is easier to change providers and for her to port over the number to a new company than it is to keep my daughter as a Koodo customer.  Cheaper too as they will waive the $50 charge to transfer ownership of the phone number and account.  Is there some way for me to easily transfer my account for my daughter’s cell phone to her? I’m about to give up 

2
G
1 month ago
U
useres1776Connector
asked in Self Serve

Can't access self service

Hi there - I am trying to access my self service account to update an expired credit card and avoid late payment fees, but when I go to log in it says that my password doesn’t meet current requirements and needs to be updated. However, I no longer have access to the email that was used to create the account, so I am not getting any password reset emails. I’ve been going in circles with this for a while and am wondering how I can get in to pay my bill and update my info. Thanks.

6
Mayumi
1 month ago
K
kevinmulderBeginner
asked in Self Serve

Can't change plan with self serve - infinite loading screen

For the past 2 days, I’ve been getting an infinite loading screen (3 large circles, image below) when trying to change my plan. This happens after I select a new plan in the Change My Plan screen.route: https://www.koodomobile.com/my-account/plans/change-rate-plan/choose/account/ Any idea what’s going on? I’ve tried multiple browsers, computers, and connections.

1
Dinh
1 month ago
C
Can_Telecom_SuxOrganizer
asked in Self Serve

Can't update billing address in self serve - street number suffix

My address is 123G fake street but the self serve option will change it to 123 fake street and won’t let me include the G at the end of numbers. What’s strange is that when I search for that address it appears but when I try to select it, the G is again removed.Please let me update my address with my correct address.

5
Flo Koodo
1 month ago
E
ems01189998819991197253Organizer
asked in Self Serve

The Requested URL was Rejected, please cosult with your administrator

Has anyone else been able to fix this issue when logging into self-service?  I’ve tried clearing my browser cookies, clearing my DNS cache, and have used multiple devices across two weeks and still get this error every time.

15
Flo Koodo
1 month ago
A
AngelTannouriBeginner
asked in Self Serve

Self Serve

My EX boyfriend used to be on my plan. He came off my plan and wasn’t able to log into self serve because they couldn’t figure out how to unregister his email from my profile.When they fixed his profile, he was able to log in and See ALL OF MY PERSONAL information - this is a privacy breach. Pretty sure against the law, but I can’t get anyone in Koodo to help. What can be done about allowing my EX BF access to my account 

2
Flo Koodo
1 month ago
Jay Prodger
Jay ProdgerBeginner
posted in Self Serve

RESTORE ONLINE ACCESS TO KOODO

Please restore my online access to Koodo.

1
Allan M
1 month ago
T
travbusBeginner
asked in Self Serve

Self serve registration can't be completed

They sent me a sim. Can’t register to activate the sim. I can’t even find a phone number to call them. This company is a joke. Mad enough I probably will look elsewhere. 

3
Allan M
1 month ago
E
elyp99Beginner
asked in Self Serve

Registration not working

Hi! I’m new with Koodo, switched over from Telus. I have been prompted to sign up for self serve. Every single time I have tried to do this over the past week, the live chat stops responding after my postal code. I am super frustrated and wondering if anyone can help. At this point I have been unable to access the livechat at all. 

2
Bernard Koodo
1 month ago
F
fiedlerrodrigoBeginner
asked in Self Serve

Need to change shipping address. How long should I wait after sending a postplan order?

Hello there,I need to change shipping address. as I live in rural area. And I still cannot login in the self serv area. How long should I wait after sending a postpay plan order?Thank you in advance.Rodrigo.

1
D
1 month ago
Chris Riehl
Chris RiehlBeginner
asked in Self Serve

Schedule Call Back

How do I get a Call Back scheduled so I can speak with someone???  Need to reset my email and password.

8
D
1 month ago
T
TerryRBeginner
asked in Self Serve

Self Service

I have been trying to update my plan and order a new phone but the system is not working well.  These offers expire today so is Koodo going to extend the deals or fix their website?

3
T
1 month ago
M
mskBeginner
asked in Self Serve

Can't access self serve

Hello, self serve seems to be on the fritz again. Can someone look into this? Keep getting an error message “Sorry, this information is unavailable right now. Please refresh the page”I need to change my plan before tomorrow morning so this is really inconvenient.

5
Bernard Koodo
1 month ago
M
martin123456
asked in Self Serve

can't get code for new sim

phone was lost. got a new sime. put in the numbers. no email. got another new sim. still no code in email. not in junk, not anywhere. they send an email when i pay my bill tho. and i can’t get a hold of anyone cuz i dont have a working phone without the sim….. scheduling a callback is not possible obviously

6
M
1 month ago
Brian Killian
Brian KillianConnector
asked in Self Serve

In Porting Limbo

I got a Koodo number before cancelling my old service. Before cancelling I decided I wanted to keep my old number so I ported it in the self-serve.   Since my self-serve was listing my ported number I figured it was successful and cancelled my previous service. But then I learned that the port was cancelled for the reason that I didn’t respond to the text (I did and have a screenshot but whatever).So now:I can’t port my old number anymore because the account is cancelled. I can’t use my old Koodo number. I can’t receive a call-back because I have no working number on my sim now. Can’t change my number until September because self-serve thinks that a failed port counts as a number change, which you can only do once per billing cycle.This sucks and I’m about ready to just go to Virgin Mobile and start over.

9
Brian Killian
1 month ago
J
JohnRBeginner
asked in Self Serve

Email Contact with Koodos

Only reply I get is that Koodos won’t allow customers to contact support or customer service by e-mail.  Does anyone have the contact information for Virgin or Bell handy???

2
Bernard Koodo
1 month ago
Andrew Durling
Andrew DurlingBeginner
asked in Self Serve

No Voicemail, used to have it, and it is listed on my plan. Thoughts?

Hi there, recently my voicemail seems to have disappeared. either callers get nothing after a few rings, or it says the caller is unavailable at this time, with no voicemail at the end. Thoughts? Only thing that has changed in the last few months is my plan, and it has voicemail.  Thoughts?

1
Allan M
1 month ago
R
RevMTConnector
asked in Self Serve

not receiving emails

Not able to send or receive emails.. thisjust started, was ok prior

6
R
1 month ago
V
violaBeginner
asked in Self Serve

Callback timezone?

I have asked for a callback, and the options include times for today that have already past.  Does this service operate in a different time zone than the one I am in (ET)?

1
Allan M
1 month ago
S
StewartSGBeginner
asked in Self Serve

Updating billing address isn't working

I’ve tried updating my billing address using self serve but it doesn’t seem to be saving. I can find the new address with Canada Post but saving it doesn’t seem to update my billing address. Any way to fix this without calling?

4
S
1 month ago
T
textsinfrenchforsomereasonBeginner
asked in Self Serve

Koodo Is Messaging Me In French

I’m a Koodo prepaid customer. Ever since I signed up, Koodo’s automatic text messages to me are sent in French, and only in French. My voicemail also defaults to French, and I have to manually change it back to English sometimes if it gets reset.The Koodo website is in English, and emails from Koodo are in English. I can’t find any setting where French is specified, or any help article about the default language for text messages. I suspect something might be wrong on Koodo’s side, but I don’t know how to check. Has anyone experienced this, or does anyone know how to fix it?

3
T
1 month ago
B
Brockono12Beginner
asked in Self Serve

transferring sim cards

ive lost my phone not too long ago, and i am about to buy a phone off my friend and i have a sim card ready but when i try to change the sim card number, it would tell me to either get a verification code from email or phone number, i picked email because i cant really get the code through phone number since i lost my phone, so i picked the send to email and ive been waiting for an hour now still no email, what should i do

3
D
1 month ago

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