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Having trouble with your phone?

To protect the health and safety of our team and our customers in response to COVID-19, there are several options available to make servicing your phone more convenient.

We’re still here to support you with our Self Serve troubleshooting options. Learn more about your phone’s features with our phone tutorials. We currently don't have a Koodo Phone Check-up app, but since TELUS and Koodo are part of the same team, you'll get access to the TELUS Device Check-up app to see how your phone's doing. Download here. Quick note for Koodo customers: this app won't showcase warranty details.

To make sure you keep receiving repair service for your Koodo phone during this time, we’ve temporarily updated the repair service process:

  • Option 1: Use our store locator to find your closest Koodo location. Before going into any Koodo store or repair center mentioned in the chart below, contact the location first to make sure it’s open and/or to follow their steps for submitting a repair claim.

  • Option 2: If visiting a Koodo location isn’t possible for phone repair, consider the other options below:

Apple

Apple
In-Warranty
(No accidental damage)

AppleCare+

Out-of-Warranty
(Warranty expired or accidental damage)
Option 1
Take in to Apple for repair: Arrange an in-store appointment with an authorized Apple Service Provider. During this time, we strongly recommend contacting the location prior to visiting to ensure it is open and capable of providing repair service.

Option 2
Ship to Apple for repair: Request repair service with Apple through mail-in.

Please visit https://getsupport.apple.com/ for more information and to initiate a service request using one of the above options.

If out-of-warranty due to accidental damage or the Apple warranty has expired
Visit http://www.mobileklinik.ca/ for fast onsite repair or use one of the options above.

Android In-Warranty (within the manufacturer’s warranty period)

Android In-Warranty (within the manufacturer’s warranty period)
Alcatel Ship direct to SBE*, the manufacturers’ authorized repair centre.

How to:
Call 1-647-794-3835 or 1- 844-721-6171
(toll-free)
Blackberry
Coolpad
Google
Kyocera Ship direct to FutureTel**, the manufacturer’s Authorized Repair Centre.

How to:
Visit https://www.futuretelsc.ca/repair/ to submit the repair request online.
Huawei Option 1:
Visit http://www.mobileklinik.ca/ for fast onsite repair

Option 2:
Ship directly to FutureTel**, the manufacturer’s authorized repair centre, using mail-in.

How to:
Visit https://www.futuretelsc.ca/repair/ to submit the repair request online.

NOTE:
Use one of the ways listed below to contact Samsung first to help with troubleshooting (an agent might be able to help resolve your issue and prevent an unnecessary repair):

1) Live Chat via https://www.samsung.com//ca/support
2) Text “Wecare” or 932-273 from your mobile phone

3) Call 1-800-samsung
LG
Samsung
Motorola Ship direct to FutureTel**, the manufacturer’s Authorized Repair Centre.

How to:
Visit https://www.futuretelsc.ca/repair/ to submit the repair request online.
Sonim Ship direct to ATNE*, the manufacturer’s Authorized Repair Centre.

How to:
Call 1-866-629-9321 x 227
TCL Ship direct to SBE*, the manufacturer’s authorized repair centre.

How to:
Call 1-647-794-3835 or 1- 844-721-6171
(toll-free)
ZTE Ship direct to FutureTel**, the manufacturer’s Authorized Repair Centre.

How to:
Visit https://www.futuretelsc.ca/repair/ to submit the repair request online.

Loaners

Loaners
*If you need a loaner phone while yours is in for repair, let the agent know in your repair submission request. We’ll do our best to give you one, but that’ll depend on the available stock.

**For online repair requests to FutureTel, enter your request for a loaner as “Loaner required” in the Other Issues comment box.

Android Out of Warranty (warranty expired or accidental damage)

Android Out of Warranty (warranty expired or accidental damage)
Option 1:
Log in to your Self Serve account to see your phone renewal options.

Option 2:
If you need an out-of-warranty repair, refer to the in-warranty options for the make of your phone.

If your phone is submitted to an Authorized Service Centre (ASC) through mail-in, you could receive a quote directly from the ASC for out-of-warranty repair work.

You should contact the ASC directly for repair updates.

If you choose to visit Mobile Klinik, make sure you contact the location first to be sure they’re open. Some might also offer mail-in service.

Out-of-warranty repair fees might apply.

Covered by Phone Care / Koodo Protection Plan

Covered by Phone Care / Koodo Protection Plan
If your phone is within the manufacturer’s warranty period and there are no signs of accidental damage, please refer to the in-warranty procedure for the make of your phone.

If the manufacturer’s warranty has expired OR there are signs of accidental damage, you’ll need to contact Asurion to submit a service request.

Call Asurion at 1-866-281-4537
or
Submit online at either
www.phoneclaim.com/telus
OR
www.Phoneclaim.com/koodo
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