Self Serve FAQs: Recent Changes to Self ServePrintNoticed some changes when you log into Self Serve? New enhancements have been made to Koodo Self Serve, to make it easier and more secure for you to log in, and for us to let you know about important activity on your account. When you first log in to Self Serve using your existing username and password, you'll notice we're asking for a few pieces of information, such as the billing name on your account, a secret question, and a password. It's a quick and easy 3-step process, and once you're done, all you need to log in to Self Serve is your email address and password. Need some more help logging into your account? In case you run into any snags while updating your account, here are some answers to some common questions we’ve been receiving: If there already is an Account Owner created on your account, they’ll need to approve you before you can get full access to Self Serve. Usually the Account Owner is the person that pays the bill for your phone – ask them to log in to Self Serve, and approve you using the ‘Role Management’ link in the ‘My Profile’ Tab.
If you previously registered for Self Serve, it's possible that you already have an Account Owner profile. Registering a second time will create a new Self Serve account for you, as an Account Manager. In this case, you'll want to log in to Self Serve with your old Account Owner username and password. If you can't remember your old password, use the forgot password link to reset your password and then login to your account. After you confirm a few details, the next time you login to your account, use your email address instead of your username. If you still can't see your full account after following these steps, or are unsure of who your Account Owner is, please call us and a rep can assist. Have you recently reconfirmed information on your account? If so, you'll now need to use the email address and password you set up to login to Self Serve. Your username will no longer work. You may also have simply forgotten your password. To retrieve it, use the forgot password link. If you still are unable to login after following these steps, please call us and a rep can assist. If you already have a username and password, visit koodomobile.com/selfserve, and try logging in using those. You'll be asked to confirm some account information, and asked to validate your email address by clicking on a link we'll email you. From then on, you should use your email address and password to log into self serve. If you forgot the password for your existing username, use the forgot password link. You can then continue to confirm the details on your account. If you don't remember your existing Self Serve username, please call us and a rep can assist. Usually, automated emails from Koodo Mobile show up almost right away. Occasionally however, it can take up to 24 hours for our email to appear in your inbox. You can also try triggering the email again by using the the forgot password link. In some cases, it is possible that our emails are being classified as junk mail or spam by your email software. Check your junk or spam mail folders and make sure that no @koodomobile.com email addresses are blocked in your email settings. If you still are unable to login after following these steps, please call us and a rep can assist. Are you using Google Chrome, or Safari? Koodo Self Serve is optimized for Internet Explorer 7 and above, and Mozilla Firefox 3 and above. Please try again, using either one of these browsers. You can also try clearing your browser cookies and cache, closing your browser, and logging in or registering once more. If you still are unable to get access to Self Serve after following these steps, please call us and a rep can assist. |
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