Which device do you have? When did you purchase it? 

Most phone sold in 2019 onwards should come unlocked,

Phones sold on or after December 01, 2017 were sold unlocked or customers could request to have their phone unlocked for free. Phones purchased before this date remain locked, so there might be a very small number of phones that are still locked. If you’re a Koodo customer and you have a non-iOS device, you can unlock it by logging in to your Self Serve account. There’s a different procedure for iPhone. Instructions for unlocking Android or iOS devices can be found in the link below.

Unlocking your phone | Help 

Or schedule a callback using Koodo Assist and a rep should be able to help.