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Self Serve

All discussions about Koodo Self Serve.

  • 495 Topics
  • 2,037 Replies
490 Topics
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cjoyBeginner
asked in Self Serve
Data On/Off

Hi all; I currently have 3 phones on my account and one belongs to my teenage daughter. I am wondering if there is a way to turn her data on/off without using HER phone? My other daughter has her account with Telus - sister company, and there is a toggle switch under USAGE that allows me to turn off her Data when she is being a Tazmanian teen….not looking for when the data is getting close to being used up, but rather as parental control :) I tried calling Koodo, and I just keep getting told how to put warnings etc on for data usage, or how to turn it off using HER phone.

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Flo Koodo
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Bent123Beginner
asked in Self Serve
Can't Activate Amazon Prime Through Koodo

This morning I added the Amazon Prime Promo to my account. When I go to “complete activation” with my Amazon account I get an error that says “This account is not eligible for this benefit”. Both accounts are under the same email and I did receive a confirmation email. Thanks!

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thejatConnector
asked in Self Serve
Clarification: Replacing A Stolen Phone With New Phone and New SIM

So I think I have a pretty standard situation that I would like clarity on. My phone (and associated SIM) was stolen. However, when I search this forum I see an bunch of folks having problems when activating a new phone and SIM. I have now have new phone and a new SIM, but want to keep my old number. I want clarity on how this is supposed to work before continuing. Here are the basic details of my situation. Background I am a Koodo Monthly subscriber and want to KEEP my plan and number. My iPhone was stolen. Using Find My iPhone, I then erased my iPhone. I then successfully suspended my phone using Koodo Self Service. I scheduled a callback to blacklist the phone and that apparently was also successful. What I Was Told I was told that once I get a new iPhone and new SIM, I just need to use self service to “Change My SIM”. The agent told me that it will correctly first ask me to re-activate (unsuspend) my phone/account before proceeding to change to a new phone and new SIM. In other wor

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Ali36Beginner
asked in Self Serve
Changer le nom d'une carte SIM

Bonjour. Je viens de rejoindre vos clients aujourd'hui. J'ai deux cartes SIM, une pour moi et une pour ma femme. L'opérateur qui a changé d'opérateur pour nousIl a enregistré les deux cartes SIM à mon nom. Est-il possible d'enregistrer une des cartes SIM au nom de ma femme ?

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Dinh
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lex29Connector
asked in Self Serve
Can not activate eSim

Hello, just today bought eSim voucher in local store - tried to activate it at home and it failed 1st time. Trying to activate it 2nd time just throws “Couldnt activate Koodoo” error all the time. Could someone please advise how to fix that, wait times on a line are too much (= Phone: Pixel 7A, was trying to activate it while on Wi-FI but my original physical Sim was inside the phone (I tried to remove physical SIM and activate without it but with the same result). Original physical SIM still works *Subject code: 8.2.6Reason code: 3.8

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Chrome2277Rockstar
asked in Self Serve
Help with activating eSIM quickly

Hi, I recently moved to Public Mobile and the eSIM activation was seamless, only took a few minutes. But I’m leaving for Europe tomorrow and I realized that Public Mobile does not do Data Roaming in Europe. So I registered with Koodo thinking I could also activate the eSIM directly. However, they say they are going to ship me the physical card in 5 days? I won’t be there to receive it, and I also won’t be able to receive text confirmation messages to transfer the old number since Public Mobile doesn’t support receiving messages abroad… Is there any way someone can help me activate my eSIM card directly and quickly? I’ve tried using the self-serve, as I understood this was how to activate the eSIM. However, it does not let me log in without a Koodo phone number, and I wasn’t allowed to transfer my old number yet, and also didn’t received a new number… I’m lost as to what to do here… please help

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Waffle23Beginner
asked in Self Serve
Registering Sim card Error Message

I’m trying to register a replacement sim card in self-serve, after entering the sim card number and verification code, I have had no success but keep on getting this message “Oops! Something went wrong. Please try again.” Any ideas on how to solve this? Thanks.

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Dinh
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CellularCatastropheMember
asked in Self Serve
Transferring over Multiple Lines from Another Provider

I have a family member who wants to transfer 3 numbers over from Virgin to take advantage of the Black Friday promos. The three lines are all on one account on the Virgin end, and the family member would like them all to be managed by one account on the Koodo side as well. How will this work? Will they need to set up one line and wait for that SIM to show up before adding the other two lines? Or will they be able to add the second two in the mean time?

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Darius Koodo
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Xay5CrownOrganizer
asked in Self Serve
Print Out of Past (3 years +) Call Histories

Hello All, I am trying to get a printout of my call history for the year 2019. Is this possible?

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tcrecampbellAdvocate
asked in Self Serve
Available Rate Plan Change - Required agent and extraneous fees

Good Afternoon, I attempted to change my (and my wife's) rate plans with Koodo mobile using the online "self service" function on 25 Nov 23. According to the Koodo website (https://www.koodomobile.com/en/help/changing-your-rate-plan): "Your Self Serve account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab." I followed the directions through the "self service" system to change to an available rate plan that appeared as an option on the website. When I attempted to change it to this plan (or another plan for that matter, as I tried a few others more expensive plans as well) I continuously received an transaction error (see attached photo 1). Frustrated that I could not change to an available account on the self service portal, I requested a Koodo Assist callback. In discussion with the agent, she stated that

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SNSNConnector
asked in Self Serve
I don't have any customer care number blocked or No "Call control " enabled. Then why still you are not calling me or I'm not receiving any calls from the Koodo Customer care?

The information provided under the question: "Why am I not receiving my scheduled callback?" is simply not true. I don't have any customer care number blocked in my list or No "Call control " enabled. Then why are you still unable to call me or I'm not receiving any calls from the Koodo Customer care even after so many requests for a call?

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Bernard Koodo
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NVDABeginner
asked in Self Serve
Questions about SIM card order and number transfer

Dear Koodo Customer Service, I have recently ordered a Koodo SIM card online, and my order number is HFO3***. I saw that the package status is shipped, but I did not receive a Canada Post tracking number. How can I know when my SIM card will arrive? Another question I have is how to transfer my current Fido number to Koodo. I watched the video on your website, and one of the steps is to register a Self Serve account. But when I tried to register, it asked me for a Koodo phone number, which I do not have yet. How can I register for Self Serve and transfer my number? I received an email with my Koodo account number and a phone number starting with 905. Is that the number I should use to register? I appreciate your help and prompt reply.

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kwangweon64Connector
asked in Self Serve
I cannot change my plan in self serve due to perk error.

I am attempting to change my plan to the 45$ per month with 60 GB of Shock-Free Data at 5G speed and unlimited calls and texting. However I cannot as every-time I try and pick a perk, it gives me the same error where it cannot pick a perk. This has happened to me on multiple occasions over the the last 2 years with no change. I have to call every single time and this time around, there is not option for schedule a call back. Ultimately, It is possible that I may miss this deal. If someone could help me find a solution thanks

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wisegreatzBeginner
asked in Self Serve
Changing Rate Plans

Hi, I currently have a $65 plan with a monthly $20 discount. If I change to the upgraded $65 plan with 5G 120 GB data, do I get to keep my discount so I pay the same amount monthly?

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Flo Koodo
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ErinRichRockstar
asked in Self Serve
Can't update Billing Address

Hi, I’m getting an error every time I try to update my billing address.

2958
Flo Koodo
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deanmpBeginner
asked in Self Serve
unable to change address, so cannot get new phone delivered.

every time I click “change” or “manage” I receive a message over a black screen that says “Application error: a client-side exception has occurred (see the browser console for more information).”

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pmartinConnector
asked in Self Serve
How do I activate new Koodo SIM card to existing account?

I have been travelling in Europe for a couple of months and had swapped out my Canadian Koodo SIM card for a local SIM cards in several countries while travelling. Now I have returned I have lost my original SIM card. However, I do have a Koodo replacement SIM card from when I upgrade from my old Samsung 9+ to a Samsung 23+. I put the new Koodo card in my phone but cannot use it as it says that the SIM card is not registered on the network.I went to the SIM manager on my phone and it recognizes the SIM as Koodo but with “unknown number”. However, it doesn’t allow me to (or I cannot find how to) enter my existing phone number. I have a monthly plan. The Primary SIM is greyed out and unable to be edited.I cannot use my phone and need this fixed urgently!

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ChefruggyBeginner
asked in Self Serve
How do I find my call history on self serve?

Hello, is there a way to find my the last years worth of call history? I am logged into my self serve on the kodoo app and can't find anything that gives me my call history. Thank you, if anyone can help.

20391
Dinh
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Kawichic75Beginner
asked in Self Serve
Giving Permission on my account

How do I add my husband so that he has permission to access our account info? The account is in my name. We just ported over today.

2023
Mayumi
Julie Williams
Julie WilliamsRockstar
asked in Self Serve
Password Reset Error

I already have an existing self-serve account but I am unable to log in. I have tried to reset my password several times, and before I even type a new password the bottom “Type new password again” has an error msg saying my password is invalid. When I try to click submit anyways it says the service is unavailable and to try again in one hour. I waited a week in between trying and have the same issue. The issue is not my password as the error msg is there before I even type one. I have tried many passwords that would all be valid if this error was not happening. I have tried on different browsers, on my phone and on my laptop. Error msg is there straight away no matter where I try Help!!!!!

7113
Julie Williams
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ReynaldoBeginner
asked in Self Serve
I suspect my number is being used virtually somehow

I suspect my number is being used virtually somehow. I have been receiving calls from strangers who says that they received a call from my number when I did not call them at all. I need to talk to a rep, but I keep getting a bot. How do I talk to a live human being? There aren’t any options for the problem that I am encountering.

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karanarakBeginner
asked in Self Serve
SIM isn't working

Hi, My SIM card just stopped working yesterday. I have tried to restart my phone and check the network settings on my phone, neither of those things fixed the issue. I also tried inserting the SIM into another phone, that also did not work. It just says emergency calls only and shows no bars. I had a schedule call with a customer service rep, they said they’d make a ticket and the technical team would look into the issue and call me back. I gave my home phone number to call, but if I step out of the house when they call, could they email me or something?

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Allan M
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lila650220Beginner
asked in Self Serve
How to apply CIBC promo code?

To whom may concern, I’m a monthly user of Koodo. And I received an email from CIBC including a promo code and an unique validation code for Koodo plan. When I apply it to my order it shows”Sorry, it looks like this promo code isn't eligible with the items in your cart.” But I cannot find other places to apply it. Could you please help me? Thank you!

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Dinh
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VictimAmbassador
asked in Self Serve
Not permitted to update C/Card

I’ve tried several times to simply update the new expiry date on my credit card and/or whole card. It keeps erring out to ‘Oops! Something went wrong - try again later’. How long do I have to keep trying “later”, later as in every day. I tried to communicate with the binary bit byter (AKA Artificial something, certainly NOT Intelligence). But it just wants to put ads about upgrading. :( I have already seen dozens of the how-to, but doesn’t say how-to fix ‘Try again later’. I have a self-serve pre-paid account. Thanks ~v

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Bobbi Jo Paidel
Bobbi Jo PaidelBeginner
asked in Self Serve
Prepaid Customer Login page not working

I’m trying to login to my prepaid koodo account to cancel the auto top up which was accidently selected. I’m not in Canada any more and the login page just continually times out. Repeatedly. How can I login in to cancel if the page won’t even load?

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BobTheElectrician

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