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Self Serve

All discussions about Koodo Self Serve.

  • 463 Topics
  • 1,767 Replies
463 Topics
K
kkhowieBeginner
asked in Self Serve
call back because of charge dispute

Hi I have a problem with a charge so close to the boarder.  (Canada and the US).  Ive been charged for 2 days roaming which I didn't use my phone. Turned off everything I was suppose too.  Was in and out of the US several times.   Ive scheduled a call back several times since and for some reason I don't get a call back.  Could be my area who knows.  And the Koodo assist has been nothing but frustrating. 

744
D
1 year ago
T
ThundercatttBeginner
asked in Self Serve
Switch Primary Account Numbers

I have 2 numbers on my account, say 1234 & 4321, account texts, alerts, and bill gets texted to 4321.  How can I have them sent to 1234?

531
Dinh
1 year ago
R
Rocky JeonBeginner
asked in Self Serve
To avoid roaming charge

I am going to go abroad for vacation.If I turn off data and then turn on Airplane mode and WIFI at the same time then I won’t be worried about the roaming fee, am I right? Also I can use the apps in my phone without being charged including sending back text message or (RCS message)? 

1802
D
1 year ago
Dennis Peters
Dennis PetersBeginner
asked in Self Serve
Locked out of self-service

I’m locked out of self-service. Even though this is the first time I’ve attempted to log in in months, it says “You've exceeded the maximum number of unsuccessful attempts and your online access to Self Serve has now been locked. To prevent unauthorized account access, we limit the number of login attempts. To regain access, please try again in one hour.”I waited a couple of hours and get the same response. I tried a different device, same response. I didn’t forget the password.I’ve seen others on here with the same problem and it seems they get a resolution by getting the attention of somebody at Koodo who can help. I hope this works for me.

1872
Dennis Peters
1 year ago
T
TheLaserGuyConnector
posted in Self Serve
Recurring Issue with Email Verification Code During SIM Swap and Workaround

 Recently, I ran into a problem while attempting to change my SIM card via the Self Serve > Mobile Services section on the website. I noticed that this issue has been raised in this forum before, but the only solutions provided have been to "check your spam folder", "return to the store for immediate assistance", or "schedule a call for the following day through the website's automated system". These solutions are neither practical nor immediate, especially when the issue is present and needs to be resolved now. Therefore, I've decided to share a detailed account of the problem I encountered and the workaround I discovered:Action Taken:Logged into my account Navigated to Self Serve > Mobile Services Selected the option to Change your SIM card Entered the new SIM details Waited for the system to dispatch a verification codeExpected Response: An email should have been delivered containing the verification code.Actual Response: No email was delivered. I performed a message trace in

3146
T
1 year ago
S
Spring FeverConnector
asked in Self Serve
Amount of Rings before answering machine

My phone rings like 8 times before my answering machine picks up.  How do I change that to 4 times?

4771
D
1 year ago
G
gps2Beginner
asked in Self Serve
Not able to activate new sim card

I purchased a new sim card because I misplaced my old phone.I am using self serve to activate it.I cannot use the text option to receive the activation code since i don’t have access to my old phone.I selected to receive the activation code via email. I tried a few times but I am not getting any emails from Koodo.  I have scheduled a call but it’s not until tomorrow afternoon. I need phone service now.Please help.Thank you.

1382
D
1 year ago
V
victor.nbRockstar
asked in Self Serve
I changed my number through koodo self serve in July 3rd, but it still have not updated on my actual phone.

My koodo account already changed my phone number in their system, but my actual phone still has my old phone number. I tried restarting my phone and even resetting my phone network settings, since it was recommended, but I’m still stuck with my old phone number.

19110
V
1 year ago
P
Priyanka ThakurOrganizer
asked in Self Serve
trying to activate new sim but not receiving verification code on email

Hello EveryoneI ordered a new koodo sim online that i never received, so as advised by a rep, i went to koodo retailer to get the sim but now, i am unable to get verification code on my email. even after multiple tries. i have checked my spam folders and everything...what to do now? its so frustrating

5174
D
1 year ago
E
Ew11obBeginner
asked in Self Serve
Getting error when trying to transfer number

Hello,I'm trying to transfer my number over from bell but I keep getting the error "make sure to input correct number". The account number is exactly as it appears on my previous bills. I see questions about this error have been asked before, but none seem to have an answer. Thanks

2472
E
1 year ago
Hadisu Alhassan
Hadisu AlhassanBeginner
asked in Self Serve
Can't activate SIM card

Lost my phone and bought a new SIM card. Self Service gives me two alternatives to send verification code to: email and phone number. Obviously I don't have the number now so I chose email. Nothing comes through email after hours even if I resend. Note: I’ve checked spam messages nothing. Try calling customer service but robot only give call back option. I’ve no phone now.

4785
Darius Koodo
1 year ago
M
MegsxoBeginner
asked in Self Serve
Security Incident: Be Aware

Anyone who has been receiving obsessive password reset emails when they do not request password resets for their Koodo account should be seriously concerned. For months I’ve been intermittently receiving password reset emails, sometimes 4-5 per day that I do not request and yes they are from Koodo. I’ve contacted Koodo multiple times and they told me they were sent in error and to ignore them. Alas, I keep receiving them. Multiple times. I’ve changed my password 10-12 times now, just to be certain.  Today, I received an alarming email from Koodo, pasted below. I just want to make everyone aware that this has happened to me and to connect with Koodo if you’ve been receiving password reset emails incessantly. I’ve had to call Equifax to add a fraud alert to my credit file and will be cancelling my service with Koodo. This is totally unacceptable. Dear (name removed for privacy): We recently detected a security incident impacting your Koodo online account. What happened: Koodo Security id

5841
Sophia
1 year ago
S
SMargerisonOrganizer
asked in Self Serve
Re: Changing to New Sim card, have not received verification code

I am trying to change my sim card and I am stuck on the verification code stage. I do not have access to my number due to a sim card issue so I have sent it to my email. I have checked the email is correct but I’ve waited 30mins for the code to come to email and I have not received any code yet.I have tried the resend code option as well with no success.

117414
D
1 year ago
J
Jeff JohnsonBeginner
asked in Self Serve
Unable to log into Self Serve

I’ve been getting this message for over a week now.  Each time I get this error message even when it has been days since I tried to login.  How do I fix it?? You've exceeded the maximum number of unsuccessful attempts and your online access to Self Serve has now been locked. To prevent unauthorized account access, we limit the number of login attempts. To regain access, please try again in one hour.

1764
Bernard Koodo
1 year ago
Patty Davis
Patty DavisBeginner
asked in Self Serve
14 emails requesting password change. Never requested.

So far, I have received 13 emails apparently from Koodo saying that I had requested an email password change. Never once have I done this. I don’t know why I keep getting the same annoying email - today was #13!  There’s not an option to opt out or to unsubscribe from this frustrating annoyance.  All I can seem to do is send it into my spam folder but yet, they still come!  How do I make them stop?

62412
M
1 year ago
S
Stephane01Beginner
asked in Self Serve
Not receive verification email or text to change SIM

It seems that Koodo does not actually send out verification emails or texts to change the SIM card in self serve. Is there a faster way to get this resolved other then a call back (tomorrow) or go into a kiosk (there are none near me)I have read several posts here with others having the same problem but nothing has been resolved. Thanks in advance.  

3703
Dinh
1 year ago
C
chelanBeginner
asked in Self Serve
Two Plans One email

We already have a monthly plan and have recently added a new prepaid plan for another family member. However when we try to sign up the new plan to self serve, it will not let us register as it says the email we give is already in use. Yes it is for the original plan. We only have one email , how do we get around this!  We tried the Koodo IA, but that didn’t work!

1364
srlawren
1 year ago
T
Troyzerdude143Connector
asked in Self Serve
Sim change Email verification problem

I have a problem whenever I go to change my SIM card since my last phone was lost and stolen I get past the part where you type the sim number in and then I get past which type of communication would I like to receive the code through well I can’t use my number because of the reason that my phone is stolen along with the SIM card so I click receive code via email that supposedly works correctly and says a code has been sent to my email address so I’ve gone to my email and waited and waited and waited and nothing is showing up ive checked every single folder with no trace fobs verification email I’ve even been trying this method for over 24 hours now and still no verification email what do I do to fix this should I go to a Koodo kiosk in the mall I can’t make an call on my phone cause there’s no sim and it’s not operational without that verification code please help I’ve been without my phone for quite awhile now thnx cheers 

2205
T
1 year ago
LJM
LJMBeginner
asked in Self Serve
Activating sim card for my daughter

I have a sim card I got in the mail from koodo when I bought a new phone.  I didnt need the sim card as I had one, but I want to use the sim to give my daughter a line.  I tried to activate it on koodo prepaid, and the message said the card was not available to be activated.   I am also fine to do a regular plan, but don’t see how to do that.  Can someone please help?

1944
D
1 year ago
C
czimmBeginner
asked in Self Serve
46 GB used in one day? Unexplained/impossible data usage! Who can show me what this was used on?

On June 23rd my data usage skyrocketed! This is impossible. As you can see I use less than 200 MB a day on average, but on this day it is recorded that I used over 46,000?! The bulk of which is recorded at 8am, when I was driving to work? I am never careful with my data and have never come close to using my entire 50 GB, last month I used 8.4 GB and the month before I used 5.1 GB.  I had a call back and was told that Koodo can’t see what my data was used on, they then referred me to apple. Apple told me they can only see what is using the battery and told me to call Koodo! I am irritated I am being messed around and just want to figure out what happened here so that it doesn’t happen again. I would appreciate advice on where to find answers/what to do. 

2053
Allan M
1 year ago
M
Madroaqw12Beginner
asked in Self Serve
just got koodo and 20 gigs

Hi. I just got on with koodo because of their $40 promo. Bring in your own phone and get 20 gigs of data at $40 bucks a month. First month, i had 20 gigs as promised, buty second cycle with koodo, my cycle started today and i went to look at the usage and noticed I only have 15gigs instead of the promised 20. Am I reading this right? Any help would be appreciated!Thanks koodo community. 

1675
M
1 year ago
W
White RavenBeginner
asked in Self Serve
Minutes usage not showing phone number called in self serve

When o log into self serve to check my usage the phone number called for every call is the same but this is not the case. How do I fix this??

3316
C
1 year ago
T
ThundercatttBeginner
asked in Self Serve
Call Control not turning on

Steps say to turn it on in self serve, I click on the button to turn on, it swirls then refreshes but doesn’t turn on.  Any thoughts?

351
M
1 year ago
S
SpMOBeginner
asked in Self Serve
Constant issues with self serve bill payment

I have tried for about 2 weeks now on multiple different browsers and on mobile. When I try to pay my bill through self serve it says: This service is unavailable right now.Please refresh or try again in an hour.If you still experience problems next time, please go to Koodo Assist and enter #AssistSS to schedule a callback.OTP_500_undefined Getting really frustrated as the bill is due soon and on multiple attempts this is not working. Of course koodo offers no live chat or email, so getting assistance on this in any kind of timely manner when I can’t be on a phone at work is aggravating. Koodo you need to do better at providing more resources for your customers. Still no idea what the issue is, and need to pay my bill. 

6345
D
1 year ago
C
Cass393Connector
asked in Self Serve
Top up not working

I selected a 100 mb top up for one of the users on my account. He received a notification that he had used up all of it within a day or so. We selected another top up of 1GB. I received two emails - one saying the 1GB  top up was added, and then another email immediately after saying the 1 GB was removed (huh?). He then received a text saying he was at 50% of his 100 mb top up. Was there a second 100 mb top up added? This is not what we selected. I can’t tell what’s going on by looking at our usage and billing in self serve. I don’t see the top up amounts anywhere in our billing. On the usage page, it says he’s at .2 GB over his max, so I’m assuming that means he had two 100 mb top ups added? That is not what we added (as is evidenced by the emails I received saying I had picked 1GB). 

25210
C
1 year ago

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