Tips, Tricks & Troubleshooting

I tried transferring my eSIM to my new phone using Apple’s transfer option, but it says I need to contact Koodo.I also tried to recover the eSIM, but I can’t get past the email verification page because it says the phone number is too new.I’m not sure what to do next. Can you please help?

My Samsung S23 eSIM still shows an old temporary Koodo number instead of my current number.I’m getting false “message not sent” errors in both Samsung Messages and Google Messages. Some messages are received anyway. I’ve also had duplicate messages and two separate conversation threads with the same contact, with photos and messages split between them.Koodo Expert Messaging is also stuck in an old callback-scheduling loop, so I can’t reach an agent normally.Can a Koodo rep please check my line/eSIM provisioning and help reset the stuck support conversation?

i recently received a text about upgrading my Samsung A50/S4 to VoLTE with links to check compatibility and instructions in settings to change toggle .I did change when I saw LTE so assume it's fine but have until March 2027 or need new hardware. can anyone decipher what I'm saying as im elderly and low Teck. id really appreciate your advice

Almost every day I get incoming calls (which I never answer) that display the name of a US state on the screen (California, Missouri, Wyoming, etc.).I’ve never told anyone, except my partner, what my number is, and I haven’t visited the United States for more than 2 years, so why am I getting these calls?

I am unable to receive any security codes to access various accounts.  Texting works as I have been receiving and sending text to family.  What is going on and how can I fix it?

Hello, A few months ago my wifi calling stopped working. I have tried updating my emergency address but keep getting this endless loop where it doesn’t get accepted. I have tried updating all devices, unpaired watch, switched to light mode and many other ways I have found online does anyone have any other suggestions for me to try ? 

Hi! I’m upgrading to an iPhone 18 Pro as a gift for my brother. I’ll pay for the phone on my Koodo account, but I want to keep using my current phone with my current Koodo SIM/eSIM. Can I leave the new iPhone unused until I give it to him, and will it be unlocked so he can use his own carrier/eSIM later?

My RCS chat status is stuck on connecting. I have turned my data off and on. I have turned my wifi off and on. I have reset my phone. My apps are all up to date. My android is up to date. I have done everything other than factory reset my phone which, from what I've read, does not work. It's been stuck on connecting since my family and I went to Florida 4 weeks ago.  I have lost the ability to group text certain groups. What is left that I can do? 

Hello Support,I am from Pakistan , I have an old Samsung A5 (2017) that was originally purchased through KODO CANADA network. I recently purchased this phone as a used device in Pakistan.The phone is currently hard-locked and is asking for PUK code when I insert a Pakistani SIM.Here are the device details:Model: Samsung Galaxy A5 (2017)IMEI: *****************Could you please check this device and provide the required  PUK & Unlock PIN codes, or remotely unlock the device if possible?I would appreciate your assistance in unlocking the phone so that I can use it with a Pakistani network.Thank you.**post edited by moderator to hide personal information

After replacing my SIM card, speed dial 1 no longer works to access my Koodo voicemail.  I just get dead air.  And the voicemail access number does not appear on my phone anywhere.  How do I get Koodo to push that voicemail access number to my phone?  I have already spent a lot of time going in circles on Koodo assist, and have been told that I should select an option for a callback.  I have no list of options anywhere.  All I want is that number pushed to my phone.  How do I get that to happen? Note that the subject list does not include this sort of thing, so I simply chose one of the listed subjects.

If I buy a Google Pixel 10 from Koodo with a tab an a plan and all, can I unlock the bootloader and install GrapheneOS ? Thank you

Hi,I never received a code to activate my eSIM and so to complete my number transfer. Now I’m unable to receive or make phone calls ‘cause I don’t have any service. Can you send me an email with a code or a QR code so I can activate my eSIM?

Suddenly I can’t log into online banking because the verification codes I keep trying to get won’t come though. My phone rings (wireless home phone hub), I answer and always get a busy signal. After this, I get a voicemail which is from the bank (the automated voice I’m supposed to be hearing telling me to press 1 so as to hear the code I’m looking for). After several attempts, this keeps happening. Should I be waiting for a network glitch to go away, or might there be some separate issue I need to address? I’ve never had this problem before. This phone hub is newer than my previous one (upgraded 3G to 4G LTE some weeks ago) and this is the first time I’m having to have a verification code sent through it. Yes, I have Call Control active but the phone number my financial institution uses is whitelisted and has been for a long time.

do I need to use tftp?  

Hello, Hopefully I can find help here!  I transferred through the app from Public Mobile to Koodo.  My number says it's active when I login to self serve.  I didn't receive a welcome email or an eSIM.  My phone doesn't have any service so I cannot receive a call back from Koodo or any texts.   I'm stuck here.  Is there an email option to get help?  

Hi!I purchased Stream + a few days ago.I activated Netflix and Gem no problem but can't get Disney+ or Amazon Prime to activate.I set up a self serve account & followed the activation links.Disney+ keeps asking me to select a plan and pay.Amazon Prime gives me a message that existing Prime members can't use Stream+ even though it said when signing up to Stream+ that you can link to your existing account & it will transfer billing over.Has anyone experienced this & how did you get it fixed?

It started when my phones camera and flashlight stopped working. I went to the kiosk I purchased my pre-owned iPhone 14 at. It was less than a year ago and still under warranty. The representative at the kiosk informed me they could not assist and set me up with a call back from a Koodo Representative. That person told me to go to a website to verify my phone was still under warranty and to take a screen shot. They then advised me to go to a Telus store and show them the screenshot and they could help. The representative at Telus told me he could not help and to go to the Mobile Klinic in Lethbridge where repairs are done. The representative at Mobile Klinic told me he could not help without a work order from Telus. I returned to the Telus store I was previously at. They tried to send me a text to set up a claim. The text did not come through despite numerous tries. The Telus representative told me he could not help and to phone the insurance company directly. I did. The insurance comp

I am very new to Kudoos. About two hours ago I updated my plan. When I tries to make a phone call I get this message. "Not registered on nerwork,"Can someone please help me out.Thank you

Trying to set up wifi calling and it keeps saying "The number entered doesn't match our records. Please re-enter your number."  Can anyone help with this 

Why was I able to talk to a live agent on Sunday, but today all I can do is Koodo Assist, which is not helpful in the least.

I signed up for Koodo from Public mobile and ported my number with YES but i didn’t receive any E sim or QR code for Koodo. I tried to get a replacement e sim and it says my email was too new to get a verification code someone please help**post edited by moderator to hide personal information (Email address shown in the image)

I have the 100mb-down unlimited internet home plan.everything working fine.what wireless router models can I use to replace the dm1000 or b6l wifi boost? thx.

I have a Canada/US plan, but I am in the US but have zero service. Is there something I can do to get this working as I am in the US for work for the day. Thanks

My phone got stolen 3 hours before and I want to talk to Koodo right away or within an hour from current time. Please let me know asap so that I can give my friend’s contact number here. Thanks. 

I’m trying to get an E sim for my new phone but can figure out how.  i have a monthly billing plan with tab, my old phone had a physical sim card in it, i lost it in the ocean. its gone.i went online and used my tab to get a new phone, it was mailed to me.  now i need to activate it but i cant because i don’t have my old physical sim, (old phone pixel 8, new phone pixel 10) so i want to get an Esim for my number but it seems i cant figure it out since i don’t have my old sim any more. Thanks