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Self Serve

All discussions about Koodo Self Serve.

  • 495 Topics
  • 2,035 Replies
490 Topics
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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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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?

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Dinh
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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)?

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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.

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Dennis Peters
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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 code Expected Response: An email should have been delivered containing the verification code. Actual Response: No email was delivered. I performed a message trace in Exc

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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?

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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.

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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.

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Priyanka ThakurOrganizer
asked in Self Serve
trying to activate new sim but not receiving verification code on email

Hello Everyone I 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

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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

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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.

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Darius Koodo
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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 ide

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Sophia
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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.

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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.

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Bernard Koodo
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?

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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.

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Dinh
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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!

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srlawren
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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

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