
Forgot what email you used to sign up for your Self Serve account? Don’t worry – we’ve got you! Here’s how to log back in. 
 
1. [Log in to your Self Serve account.](https://identity.koodomobile.com/as/authorization.oauth2?client_id=osso_pr&response_type=token&scope=prosso&redirect_uri=https%3A%2F%2Fsecure.koodomobile.com%2Fsso%2FUI%2FLogin%3Frealm%3Dkoodo%26goto%3Dhttps%253A%252F%252Fsecure.koodomobile.com%253A443%252Faccount%252Fselfserve%252Fpostpaid%252Fbillmethod "Log in to your Self Serve account.")
2. Above the email field, select __Forgot?__
3. Enter your first and last name. The names must match what was originally used to create the account.
4. From the drop-down menu, choose either your phone number or account number. Enter the number. 
5. Select __Get security question.__
6. Enter the answer to your security question.
7. You’re done! Your email address will appear and will also be entered automatically in the email field on the login page.
8. You’ll receive a confirmation email with your email address in it.

It's annoying when you can't remember your Koodo login details. If you forgot your Self Serve email, check what to do here. 

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Forgot your Self Serve email?

__Note:__ While we don’t have a Koodo app, our site is [mobile-friendly](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)!<br><br>

If you’re having trouble logging in, there’s probably a simple solution. Let us help!

## FAQ

### __1. I’m being told my username or password is invalid.__
Did you recently reconfirm some information on your account? If so, use the __email address__ and password you set up to log into Self Serve. Your username will no longer work.

### __2. I’m trying to log into Self Serve and it says “we’ve found no match for the information you entered.”__
You probably haven’t yet registered for Self Serve. Ask [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support) how you can set up your Self Serve account, and our digital rep will help you instantly!

### __3. I've just registered for a new account, but I can't view my information on Self Serve.__
If there’s already an account owner for your account, they have to approve you as a user before you can access Self Serve (usually the person who pays the bill). Have them to log in to [Self Serve](https://koodomobile.com/selfserve "Self Serve"), go to My Profile, and then Role Management to add you as a user on the account.

If you've already registered for Self Serve, it's possible you already have an account owner profile. Registering a second time will create a new Self Serve account for you, but 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](https://profile.koodomobile.com/clientIdentity/forgottenPassword.do?parameter=init&serviceType=koodo&intcmp=MyAccount_Login_Monthly_ForgotPasswordLink_062019) link to reset your password and then log in to your account. After you confirm a few details, the next time you log in to your account, use your email address instead of your username.

If you’re still having issues, ask __Koodo Assist__ for help, or schedule a callback and one of our reps will be happy to help you with this.

### __4. When I login, I get this message: "You can’t access this account because (a) your service is cancelled or (b) your account access approval is pending."__
Either your account/phone number have been deactivated due to cancellation/non-payment or your Self Serve account needs to be approved by the account owner (usually the person who pays your phone bill). Once the account owner approves your request, you can log into Self Serve. Not sure what’s going on? [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to find out what’s up.

### __5. I get an error message when I enter an email address.__
The email address you've entered may be linked to an existing account. Try logging in with your previous Self Serve username. If that still doesn't work, [contact us](https://www.koodomobile.com/contact-us "contact us") for help.<br><br>

[Find these answers on Koodo Prepaid.](https://www.koodomobile.com/en/help/forgot-your-prepaid-password-issues-logging-prepaid "Find these answers on Koodo Prepaid.")<br><br>

__Related help pages:__

- [Forgot your password?](https://www.koodomobile.com/en/help/forgot-your-password)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone) 


Can't get in to your Koodo account? Check these top tips for when you're having problems logging in. 

Problems logging in?

Need to change the email you use to log in to Self Serve? Here's how to do it.

1. Log in to your [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve") account.
2. From the Self Serve dropdown menu, choose __My profile__.
3. On the "My profile" page, under the "Security" section and beside your email address, select __Change__.
4. Enter your new email address.
5. Select Change email address.
6. You’re done! You’ll see a message that confirms the change has been made.
7. A verification email will be sent to both the old and new email addresses. 

### __Just so you know__

- Selecting the validation link in the verification email is an optional security step, but is not mandatory.
- If you don’t select the validation email link, a note will appear on the Profile page letting you know the email has not been validated.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__How can I change my email address in my Prepaid Self Serve account?__

1. Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account
2. Select the __My Profile__ tab
3. Select __Change Username and Email__
4. In the entry field next to "New Username & Email," enter the email address you prefer to use, then select __Change__.

  </div>

Want to change the email on your Koodo account? Find out about changing your Self Serve email here. 

Changing your Self Serve email


If you already have a username and password, visit [koodomobile.com/selfserve](https://koodomobile.com/selfserve "koodomobile.com/selfserve"), and try logging in with that information. You'll be asked to confirm some account information, and will need to validate your email address by clicking on the link we'll email you. From then on, you should use your email address and password to log in to Self Serve.

If you forgot the password for your username, go to [Forgot password](https://profile.koodomobile.com/clientIdentity/forgottenPassword.do?serviceType=koodo "Forgot password"). You can then continue to confirm the details on your account.

If you don't remember your Self Serve username, please [contact us](https://www.koodomobile.com/contact-us "contact us") and a rep can assist you.



Having some issues logging in to Koodo? Find out what to do if your email is unavailable on Self Serve here. 

Email Unavailable on Self Serve

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