Self Serve

Hello, I’m trying to transfer my phone number from Lucky Mobile to Koodo, but I’m having trouble.My first porting request was cancelled, and when I try again it keeps showing “fail.” I’m not sure why this is happening.I also scheduled a callback, but I didn’t receive a call, possibly because my current number is still a temporary Koodo number.Could you please check if there is any previous port request stuck in the system and help me complete the number transfer from Lucky Mobile?Thank you

I got double charged the Easy Roam fee of $18 for the same day Feb 27 .  So paid twice for Feb 27.  Can you please reverse one of the $18 fee please

I am looking at getting Travel Pass for our trip to Portugal and have a few questions:We are leaving in May, 2026 is it too early to get now?Once I buy, do I need to activate? or as I read it activates automatically once you arrive at your destination?Thank you

I am trying to cancel my home internet subscription last couple of days. But, noone responding direct line (1 855 350 1170). I did schedule a callback. The technical personal transferred my call again and noone answered. I am waiting in the call for long hours, but keep on disconnected after sometime. I see there were similar issues highlighted in this forum before. I would be greatly appreciated, if this issue can be flagged and help me to resolved sooner. Thank you

So it’s been just a day over 90 days. I got the prepaid paper I’ve gotten from the gas station and I can’t call to renew. Cant even get a email from Koodo since I tried to many times. From the start i wasn't even able to retry to make another password since it was a “invalid” password . I can’t call *611 no matter 

I tried to use Koodo assist and schedule a call-back but when it asks for my phone number I put it in there and It says that it doesn’t match my account. Is there any other way?

I signed up for a new account and plan today, all from home, was able to download the esim and everything. However, when the cell network did not start working after a while, and after restarting my device, I started to poke around. I accidently deleted all of my esims before realizing that I wouldn’t be able to use the same esim QR code as I originally used to get started. Please help me to complete an esim swap, or get a replacement esim. I am not living close to a koodo store so a physical sim won’t be an option for me at this time. Thank you

Hello,1 day ago I helped my mother swap over to a monthly plan (prepaid to postpaid) using the instructions provided on the koodo website.  Her phone and plan is active and can call and send/receive messages using the same number.  We have not been able to get onto her self serve account.  It said the account would follow her but it appeared that did not happen.How can i get the self serve account relinked?

My koodo self serve says that my number transferred but my phone is still under the temporary one assigned.  I can only send and receive messages and calls from the temporary number.  I tried changing the number in settings but it would let me save it.

I have been stuck in the change password section for months of the self serve site. Can’t log in, can’t receive call backs because my account has been suspended.

I got a new Koodo SIM, the rep assisted with the registration and a link was sent to me for activation. After activation, a confirmation email was sent to me. However, if i try to register for self serve for me to be able to do auto renewal of plan:Stage 1   - Verify Phone Number:PassedStage 2   - Verify Email Address:PassedStage 3   - Password Setup:Failed.    I always have this error after setting the passwords (Matched) :  “We couldn't verify the information provided. Please check your details and try again.”Because of this, I have to go to a store to renew the plan.Please assist me on how i can fix this error. 

I recently opened a plan with Koodo and everywhere it shows you can transfer exisitng number to Koodo. When you ask the chatbot, it provides you with 2 different links to “transfer phone number”. When you click on either, it says the service is unavaliable. Is this true? Is there any plans to address this? If not, truly pathetic that it is promoted all over your websites and and even via your chatbot. Already beyond frustrated and disapointed with koodo and i havent even gotten my sim card.Shame. 

I have 2 monthly paid users and one pre paid phone. I got an email that tells me that my card is about to expire and I need to update it, but I can’t create a user on the website because every time I verify my email address, it gets me to a blank page. The assistnat on the website of course doesn’t help because it keeps telling me to log in to my account (I wish I could). I also tried to reset a password but every time I put a new password that answered all the creteria, it tells me it doesn’t  comply with the demands.And after all that, it looks like if I want to actually speak to someone who can help me, it will cost 10$ for a phone call.WHAT??? If the self serv doesn’t work, at least give an option for a human help that doesn’t cost me money.

I have tried multiple times to enter , number, account info and imei number exactly and it keeps saying i have not entered correct number

I had to get a new phone as my dog kicked mine down the ice fishing hole. Got the new SIM card. Went onto the self serve to do the simswap   Got the verification code. Entered it. The phone is still doing its 3-circle thinking thing. How long is this supposed to take? Does the SIM card need to be inserted at this point? Or wait for the process to end?  Been waiting for over 20 minutes already 

Trying to sign in to my prepaid self serve account.When I do so, I am shown a prompt saying “Password change required”.I click “Proceed”.I am shown what looks like a browser-level pop-up asking for my credentials. When I enter my credentials I am served raw JSON: “message: ‘Invalid authentication credentials’”.In short, things seem mighty broken.Any guidance appreciated. 

I added a second mobile subscription to my account and transferred the phone number from my old service to the new one.  The number on the phone for the Koodo esim wasn’t updating to the new number so I ended up deleting it. If I go to my account and go to recover my esim, it asks which email I want the verification to go to. I only have one option so I selected it and select Continue, but I get the error:“This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now.”So I am stuck and my partners phone has no service currently.

I am going to Ireland for 2.5 weeks. What is the best/cheapest way to get some data on my phone for the trip? Some days I might need any data at all.

Hi all,I tried to log into my self serve prepaid to top up my account. I had to use the forgot password because I could not remember the old one. Now it says in red “user lock”.It’s been like that for over 12 hours. Did try to reset again, still same message. I need to log in before I come back to Canada, I am in Europe right now. Never had any problem before logging in from other country, I do that a few times a year when traveling .If I cannot top up I will loose my number, not a huge deal with annoying enough. I cannot receive text nor phone while in Europe so getting koodo to call me is useless. I just need to log in, put money, and log off.Any help welcome, or anyway to contact a real person from koodo?Thank you all

Does the car7pass include Mexico it said it did but now it just says nothing 

Error message when logging in.   I have never had an issue logging in until today.  After multiple password changes -- nothing worked -- same error.Then I disabled all of my ad blockers and then I was able to log in!Go figure?

I have an active Travel pass to Asia, in Philippines,  ASIA14. It says it expires after 30 days.  But what does 14 days mean? I am now on the 12th day. Do I need to purchase another ASIA14 to get the next 14 day pass so that I won't get charged 18$ per day? Because I still have the next 14 days here and it would be too costly for me to pay 18$ per day.

I transferred from a prepaid to a postpaid account, but now my phone number isn't working. The Koodo SIM appears to be disabled (no signal), so I cannot use it (can't receive or make calls). And when I enter the self-service portal, it says: Your order is in progressYour account has basic access for now. You'll get full access when your order ships.And it's been like that for the last 5 days. without any change or update.

I am trying to add the "Pay per use International long distance" add-on to my line, but it does not appear to be available in my available add-ons list. Could a rep please assist me in enabling this feature? Appreciate your help.

Hi, There:I can’t text the US7Pass to 7626. I am in Canada right now. I guess the 7626 will come out when I am in US?