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Self Serve

All discussions about Koodo Self Serve.

475 Topics
1,833 Replies

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475 Topics

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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

1459

1 year ago

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.

2211

1 year ago

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.

Chris RiehlBeginner

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

84208

1 year ago

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?

384

1 year ago

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?

2173

1 year ago

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

733

1 year ago

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!

4117

1 year ago

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?

331

1 year ago

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.

24713

1 year ago

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

463

1 year ago

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?

1484

1 year ago

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.

4249

1 year ago

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

1 year ago

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?

521

1 year ago

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)?

1742

1 year ago

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.

1822

1 year ago

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

3106

1 year ago

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?

4521

1 year ago

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.

1342

1 year ago

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.

17310

1 year ago

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

5074

1 year ago

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

2282

1 year ago

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.

4535

1 year ago

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

5411

1 year ago

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