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Self Serve

All discussions about Koodo Self Serve.

  • 487 Topics
  • 1,994 Replies
482 Topics
Jay Kan
Jay KanBeginner
asked in Self Serve
not able to register the self serve account

Keep state error

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Jay Kan
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Erica StevensonBeginner
asked in Self Serve
can’t register someone else for koodo self-service

I set up a Koodo account where I’m the account owner and they are the user. They are trying to get set up for self service, but it says their details aren’t correct. I’m confused how to proceed with getting the account set up

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AitreonOrganizer
asked in Self Serve
Additional Lines and Usage

If you have multiple lines, is there a way for each individual to check their own usage without getting full access to the account holder’s information?

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KC SimonRockstar
asked in Self Serve
Porting from Telus

Hi, I am having issues trying to port from a Telus account. I have tried entering both the account number and IMEI and neither seem to be working correctly even though I have copied them directly from the Telus bill. Any assistance would be appreciated. KC

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Nathan Buffalo
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MTBR2013Beginner
asked in Self Serve
Help Activating Self Serve Account - "Service Unavailable"

Hi, I have just received my SIM card from Koodo and Koodo sent me an activation link via email, but the link does not seem to work.. I have tried multiple times to finish registration for the past few days but have always had the "Service Unavailable" or “try again in 1 hour” message come up. May I please ask for help with this? Reading other threads, I’m getting the same problem after using Koodo assist saying "incomplete registration" and that my email was already used in a partially created profile. When I press resend, it goes back to the service unavailable page.... edit: looks like a Koodo rep/admin resetting my email might fix the problem? Thank you in advance!

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3thanBeginner
asked in Self Serve
Cannot register for smart serve

Got sent a registration email a week ago while I was out of town, whenever I click it it tells me that “this service is unavailable right now.” and to try again in an hour. It has been three days. I tried registering my account with that Koodo Assist thing, whereupon filling out the file it told me that my email was attached to an existing account, and to click a button to resend my registration email. Clicking the button leads me back to the “this service is unavailable right now” page and sends me no email. This is obviously extremely frustrating, how on earth am I supposed to use my account?

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MDavid
MDavidConnector
asked in Self Serve
You've exceeded the maximum number of unsuccessful attempts ...

I keep getting this message all the time no matter what I do, for like a month now. Even had to login trough facebook to write this message. So frustrating as there is no answer to this problem anywhere and i’ve waisted so much time trying to fix this. “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.”

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MDavid
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SeanOConnector
asked in Self Serve
Help Activating Self Serve Account

Hello! Sorry to ask but I am having trouble activating my self serve account. I ordered a postpaid sim card and Koodo sent me an activation link via email, but the link does not seem to work.. I have tried multiple times to finish registration for the past few days but have always had the "Service Unavailable" message come up. May I please ask for help with this? Thank you in advance!

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Shirley Cameron
Shirley CameronBeginner
asked in Self Serve
self servvic

I can’t get access to my data usage, have been trying for a couple of days and the assistant is saying they have no records of my phone number, email or account number. How can this be when they take money from my account every month?

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Dinh
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topgunBeginner
asked in Self Serve
My account turns out blank after login

There is nothing in my account after login. This is the account I have been using for more than 2 years. What’s going on? When I click my profile, it never gets there: I suspect that it could be related to the Telus identity service change or it could be they fired too many people so no one really did any quality check before roll out this kind of change.

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Bernard Koodo
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haleyjanvrinBeginner
asked in Self Serve
Changing rate plan after seasonal hold

I had my phone on seasonal hold for a few months, and now when I try to change my rate plan to reinstate my phone service on SelfServe, the only options available are over $60 and have 20+ GB of data, and it won’t let me choose a different plan without upgrading my phone (which I don’t want to do). Is there a way to get around this and get something similar to my old plan (under $40 for 3 GB of data) and avoid upgrading my phone?

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Mayumi
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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

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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.

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Dinh
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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.

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Bernard Koodo
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.

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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?

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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?

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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

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Jer191912Organizer
asked in Self Serve
Bringing your number with other provider

I’m new to Koodo. I made a request to bring my phone number from my old provider to Koodo. It (my old phone number) seems to be working on my phone with Koodo, but I did not receive a text from Koodo confirming the process has been completed. It has now been over 4 hours. Is it normal that I did not receive a text confirming the process of bringing my old number was completed? Thanks!

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Bigsurf65Beginner
asked in Self Serve
Missing call activity details

I'm trying to access my call activity details from May 15 to June 14. When I click on that billing period from the drop down menu, I get a message stating there is no activity to report, which is false. I am able to access all my call details for the more recent billing periods. Any suggestions?

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ChantelliiiAdvisor
asked in Self Serve
ERROR changing plan. Please help!

I have been trying to upgrade my phone plan for months now. Keep getting an error with upside down ice cream cone after selecting perk. I have tried clearing cache and using the app and every browser, with no luck. please advise how to upgrade my plan! Need to do this for both lines on account.

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Michael_PBeginner
asked in Self Serve
How to confirm plan & add-on terms

Hello, How do I confirm the terms of my plan AND add-on. I believe I received a plan with a temporary add-on and I can’t find any document that states how long it will be on my account for. Where can I find this information on Self Serve. Thanks, Michael

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Kelli Sheppard
Kelli SheppardBeginner
asked in Self Serve
Bought SIM at Kiosk but can't register for self-serve to move over phone

Hi, I purchased 2 SIM cards at a Kiosk and was told to register for everything online. I cannot find a way to do it as I’ve never had Koodo before and the girl did nothing but sell me the cards. I want to move 2 phones over but I can’t register with the Self-Serve. I keep getting “Your phone number/email/Postal Code doesn’t match” with the assistant. What am I missing?

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zagiOrganizer
asked in Self Serve
Conversion from SIM to eSIM did not take

I followed the instructions at https://www.koodomobile.com/en/help/esim-and-esim-vouchers. Everything looked like it’s suppose to, but in the end I ended up with eSIM that’s showing “Unknown” and “Unknown number”, and no connection whatsoever. My original SIM card is still working (and showing correct phone number). I tried to reboot, take out original SIM, etc. No luck. eSIM is still not providing any connection.

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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.

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