Self Serve

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.

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. 

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

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?

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?

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

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! 

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? 

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.

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

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?

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.

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. 

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?

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)? 

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.

 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 del

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

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.

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.

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

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

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.

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 acco

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.