Self Serve FAQs: About Self Serve

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Self Serve is available 24/7, and lets you manage your account on your time. Plus, unlike calling a Rep, all the services availble online are free. To learn more about our Self Serve options, check out the FAQs below, or try some of our other menu options if you need help with logging in or registering.

How do I register for Self Serve?

Registering for Self Serve only takes a few minutes. All you need is:

An email address
Your Koodo phone number
Your Koodo Customer Account Number (can be found on your bill or service agreement)

If you're registering a Self Serve account for the first time, you may be asked for some other identification, such as the 4 - 6 digit PIN you set up when you activated your phone.

Once you've finished registering, you should receive an email from us asking you to validate your email address. SIMply open the link in that email, and you should have access to your account.

If you've received access as an Account Manager, you'll also need to get approved by the Account Owner. This is usually the same person who pays the bill for your phone.

What can I do in Self Serve?

Just about anything you will ever need to change or view on your account is available on our Online Self Serve system. Best of all, there is never any cost to you for using our system online. Here is a guide of everything you can use:

Self Serve Function:	What is This?	Account Owner:	Subscriber:	Self Serve Charge:	Customer Service Rep Charge:
ACCOUNT
Change Address	Change the billing address and contact information for your account.	Full access	Not available	$0	$10
Move Status	Check the status of any ported numbers.	Full access	Full access	$0	$0
MOBILE PHONE
Change Mobile Phone Number	Change the phone number of a subscriber in your account. (Note: You can do this to a maximum of once per billing cycle, per subscriber.)	Full access	Full access	$0	$25
Suspend / Restore Phone	Temporarily suspend or restore a lost or stolen phone.	Full access	Full access	$0	$0
Change / Upgrade Mobile Phone	Swap your current mobile phone with a new one.	Full access	Full access	$0	$25
BILLING
Credit Card Payment	Pay off your bill using a credit card.	Full access	Not available	$0	$0
Pre-Authorized Payments	Sign up for or modify an existing pre-authorized payment using a chequing account or credit card.	Full access	Not available	$0	Free to sign up, $10 to change or remove.
View Transaction History	View all transactions conducted over the past 3 months, including payments, plan changes, and feature adds. Information is updated every 15 minutes.	Full access	Full access	$0	$0
View Airtime Usage	View airtime usage for a particular account or subscriber, excluding any roaming minutes. Functionality is not available to customers in PEI, NB, NS, NF, MB and SK. Airtime summary may take up to 24 – 48 hours to update current usage.	Full access	Full access	$0	$0
View Data Usage	View all chargeable data usage, including text messaging and web browsing. Functionality is not available to customers in PEI, NB, NS, NF, MB and SK. Summaries may be delayed due to network roaming.	Full access	Full access	$0	$0
Koodo Tab	View all historical Koodo Tab transactions and balance information.	Full access	Full access	$0	$0
PLANS
Add/Change Features	Add, upgrade or remove features from your account. (Note: You can do this to a maximum of one time per billing cycle, per subscriber.)	Full access	Not available	$0	$10
Change Rate Plan	Change the plan of a subscriber.	Full access	Not available	$0	$10
Five Essentials	Edit the Five Essentials phone numbers of a particular subscriber. (Note: You can do this to a maximum of one time per billing cycle, per subscriber.)	Full access	Full access	$0	$10

What if I forget my username or password?

Follow the steps that apply to you:

I can't remember my password.

Use our 'Forgot Your Password' tool.

I can't remember my email/username.

Use our 'Forgot Your Email/Username' tool.

How do I know Self Serve is secure?

Koodo Mobile has strict privacy and security policies in place to protect your information. Koodo Mobile maintains these standards and has taken measures to ensure that only the account holder is able to use this site to view or change account information online. Some of the precautions Koodo Mobile has taken include:

Secure site with 128-bit encryption.
We lock your account after a certain number of unsuccessful attempts, in order to protect your information.
Your password is never shared with any Koodo Mobile representatives.

For more details, check out our Privacy and Legal policies.

Why am I being asked to re-register for Self Serve?

We’ve recently made it even easier to log in to Self Serve by asking for an email address instead of a username. To secure your account, you may be asked to verify a few pieces of info, such as your Koodo PIN or Customer Account Number. You’ll only have to do this once!

For more details, check out Recent Changes to Self Serve.

I received an email notifying me that someone is requesting access to my account. What do I need to do?

For security purposes, we’ll notify you by email when someone requests access to your account. The individual requesting access cannot log in or view your account until you approve them. If you're not sure who is requesting access, simply reject the request. It’s possible they made a mistake.


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Self Serve FAQs: About Self Serve

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