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Hi there,

how long ago did you have the previous Koodo account? Can you elaborate on Koodo assist being broken? Does it present an error?

This issue can sometimes arise as only 1 email address can be attached to a self-serve at a given time. If the old Koodo account was rather recent, the email may not have been un-registered yet to the old self-serve in their system.

Oliver nailed the likely culprit. One email can only be tied to one active Self Serve account at a time, so if your old Koodo account is still in the system under that same email, it’s blocking the new one from fully activating.

Here’s what I’d try: go back to your registration confirmation email from Nov 27 and look for any specific error message or code when you click the link. Sometimes it’ll say something like “account already exists” or give you a clue about what’s actually stuck.

If the link just times out or goes nowhere, try a completely different browser or an incognito/private window. Sounds like you already know Koodo Assist isn’t cooperating, but if you can get into Self Serve on the web version directly (koodo.com), try logging in with that email and see if it lets you in or throws an error. That’ll tell you whether the old account is still claiming that email.

How long ago was your previous Koodo account, and do you remember if you formally cancelled it or just stopped using it? 

Assuming you are a returning Koodo customer, did you already receive an email from Koodo to register your Self-Serve account? 

Response times will likely be extremely delayed due to the Black Friday event. You may want to wait until after Cyber Monday to schedule a callback through Koodo Assist.

Alternatively, you can send a message to a rep on Facebook Messenger and wait for them to get back to you. https://m.me/Koodo