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Hey all,

 

im trying to upgrade my phone as my tab has been completely paid off and I’m trying to access one of the online only offers with the phone and plan (iphone SE 2nd gen upgrading to iPhone 12 with the new spring deal of $60 a month plus 20GB, unlimited calling/texting, etc ). Anyways, when I do it through self serve and click on “who is this for” and click my name and number and choose the new phone, it switches to say “** in store only”. However, my mother who is on a different account still with Koodo was able to complete her purchase online through self serve for the exact same phone & plan. Her tab is also fully paid off. I’m a little bit confused on how she was able to complete this purchase but I wasn’t. 
 

I’ve also tried, out of general curiosity, to choose “add a new line” instead of choosing my name and number and it allowed me to add to cart and I could have completed the purchase. 
 

would that be the best route to take? Or does anyone know of another solution to this issue?

 

sorry if this was all over the place! Please help. 

Its odd that you can't place your order for yourself but you are able to do it if you add a line. This must be some kind of glitch. 

I will flag a rep and they can take look your account to see what is  preventing you to order.

I don't recommend to add a line to purchase a phone. It will create a mess. ( You can't transfer your current number onto added line.)

Hi @Aftere11ven 

You should be able to place the order online, as there is no tab or tab bonus remaining  on your line.

 

Have you tried on a different browser? If you are still unable to place the order, please schedule a call back with the virtual assist https://koo.do/Chat so an agent can assist with the order

I have tried on 2 different browsers and was still having the same situation so I have just scheduled a call back for today. 
 

thank you everyone! 

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