If you can’t send or receive calls or text messages, check out our tips below for help.

There might be a quick fix if your phone has no service or isn’t able to send or receive calls and text messages. Before you head to a Koodo store for help, try these troubleshooting tips:

- __Turn off airplane mode:__ Make sure airplane mode is turned off. This setting temporarily turns off your network service so you can’t send or receive calls or text messages. For step-by-step help, search __Airplane__ in your phone’s [interactive tutorials](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).
- Make sure you haven’t set your phone to __Do Not Disturb__. To see how, search __Do Not Disturb__ in your phone’s [interactive tutorials](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).
- __Remove your SIM card:__ This is an easy one. Make sure your phone is off before removing and reinserting its SIM card. For step-by-step help, search __SIM Card__ in your phone’s [interactive tutorials](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).
- __Reset your network settings:__ Resetting your network settings clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. For step-by-step help, search __Network__ in your phone’s [interactive tutorials](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).
- __Restart your phone:__ Believe it or not, this simple step could do the trick! For step-by-step help, search __Restart__ in your phone’s [interactive tutorials](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

If your issue is still unresolved after following these steps, you might need advanced [help from a rep](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). You can book a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), send us a private message through [Facebook](https://www.facebook.com/Koodo), or ask the [Koodo Community](https://community.koodomobile.com/).

<br><br>
__Related help pages:__

- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)
- [Compare our coverage](https://choosehappy.koodomobile.com/network/)

Can't make calls or recieve texts? Click here to find out what to do if you're not getting any network service. 

Self Serve

Mobility

Forgot password

Registering

Logging in

Using Self Serve

Self Serve mobile site

I’m not getting any network service

Can't find your answer in [Self Serve](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005d&cid=telDM606696&bid=532720001)? Skip the wait.

Your questions deserve instant answers, and Koodo Assist is here to help with them. Our digital assistant will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. 

See Prepaid Koodo Assist in action at [koodomobile.com/prepaidchat](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005e&cid=telDM606696&bid=532720001). 

If you're a postpaid customer (on a monthly service), you can visit Koodo Assist at [koodomobile.com/chat](http://koodomobile.com/chat). 

## How can Koodo Assist help me?

- Koodo Assist is a digital rep that is available 24/7.

- It gets you answers to questions about your Koodo service instantly on your mobile device or desktop

- It's quick, easy to use, will answer almost any Koodo-related question 

- It can help you manage your Koodo account by performing account transactions, such as checking your account balance, resetting your account password, and topping up your data.

- If you need further assistance from a live rep, you can schedule a callback. You get to choose the time, and you can book one for the next day if we’re closed

## Getting started

__Important:__ In case you don’t see the yellow Koodo Assist icon or window at the bottom right of the “Help” home page, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [https://www.koodomobile.com/help](https://www.koodomobile.com/en/help) for help.

Koodo Assist is available on various pages of our website. Whenever you see the yellow Koodo Assist icon at the bottom right, click it to launch our digital rep.

__Note:__ For your security, you'll be prompted to log into your Koodo account before we provide any account-specific information. If you’re already logged in you’re just one click away from getting quick help from Koodo Assist. We won't ask you to enter all your info again.

## Helpful tips

- Keep your question short and simple. Our digital rep can recognize keywords to understand your question.

   __Examples:__

   “How much is my bill?”

   “Add Easy Roam”

   “What is my current usage?”<br><br>

   At times, you may be asked to click on a button to get more info or to move on to the next step.<br><br>

 ![Koodo Assist Button EN](//images.ctfassets.net/8cecwr1x4jkf/2Sa3hLd6dyIVpgxYEMiRg8/c75e199d75f5a96e281a27c1cebe0056/Koodo_Assist_Buttons_EN.jpg?w=500) 

- Bookmark koodo.com/chat for easy access in the future

<div class="collapsible">
  <h3> Frequently asked questions (FAQ) </h3>
</div>
<div class="content">

__How can Koodo Assist help me?__

Koodo Assist will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. For the best experience, make sure to log in to your Koodo account and provide your phone number when prompted at the start of the session.<br><br>

__Which languages can our digital rep understand?__

Koodo Assist is fluent in both English and French. The assistant defaults to your preferred language on koodo.com. To change your preferred language, go to koodo.com on your mobile device or desktop and click the language/region selector next to the Login link.<br><br>

__Do I have to log in to my Koodo Self Serve account to use Koodo Assist?__

To access account-specific information: Yes, you must log in to your Koodo Self Serve account for your security.

To ask general questions: No, you don't need to log in to your Koodo Self Serve account.<br><br>

__I don’t have a Koodo Self Serve account. Can I still use Koodo Assist?__

Yes, Koodo Assist is still able to provide general information without requiring you to log in to Koodo Self Serve.<br><br> 

__I am not a Koodo customer. Can I still use Koodo Assist?__

Yes. Our digital rep helps with account questions and transactions, but it can also answer general questions.<br><br>  

__Why are you asking me to sign in and for my phone number?__

This helps our digital rep provide a better experience. When you’re signed in, it can access your account and provide you with information that’s specific to your services.<br><br>

__What if I missed my scheduled callback?__

You’ll receive a text message notifying you when you're about to receive your callback. We always make 3 attempts to reach you, so if you miss one, don't worry - we'll try calling you 2 more times.<br><br>

__Why am I not receiving my scheduled callback?__

Make sure you haven't blocked Koodo's phone number (1-866-995-6636) either on your phone or with our Call Control feature. If you’re still not receiving the callback, please consider rescheduling your callback to a different number.<br><br>

__Why don’t you have a phone number?__

As a digital-first brand, 100% of the support we offer begins online. Whether it's managing your account or finding answers to your questions, all of our support tools are available through our website 24/7. Just scroll this page for all the handy options. 

If you've tried all the support options but you still need help from a live rep, rest assured that Koodo Assist is here to lend a helping hand and can even schedule a callback for you, so you don’t have to wait on hold.

  </div>

Koodo Assist FAQs

Losing your phone is a total bummer. Good thing is you can suspend your service right away to prevent the bad guys from using it. 

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=suspend) to report your lost or stolen phone.<br><br> 

### __A few things__

- You’ll continue to be charged monthly fees and will still be responsible for paying your bill.
- You’ll continue to pay your Tab Charge, which will reduce your Tab balance, and your Tab Bonus balance will continue to go down automatically each month even while your phone is suspended.
- You can’t change your plan, add or remove features, pay off your Tab, or [carry over your Tab to TELUS](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) when your account is suspended.
- You won’t be able to perform a SIM change online. For help with this, schedule a callback through Koodo Assist.

### __Reactivating your phone service__

Found your phone or got a new one? Hooray! You can [restore your service](https://www.koodomobile.com/en/help/?autobots=rollout&intent=restore). 

### __A few things__

- If you want to buy a non-activated replacement SIM card or phone, you’ll need to visit a [Koodo store](https://www.koodomobile.com/find-nearest-store "Koodo store").
- It might take up to 15 minutes for your restored phone to start working again.
- Please turn your phone off then on again for the changes to take effect.<br><br>

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

__How can I blacklist a phone instead of deactivating it?__

If you'd like to blacklist your phone, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.
  </div>


If your Koodo phone was lost or stolen, you should report it right away. Here's how to do it. 

Lost or stolen phone

Reporting your lost or stolen phone

If your Prepaid phone is lost or stolen, you should suspend your service right away.

### __Here's how to do it quickly:__

- Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") account.
- Select the __Profile__ tab.
- Select __Report Lost / Stolen Phone__ in the __Lost or Stolen Phone__ section.

You can also [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to suspend your service. Just so you know, charges may apply for this call.

If your Koodo prepaid phone was lost or stolen, you should suspend it right away. Here's how to do it. 

Prepaid

Lost or stolen Prepaid phone

Need a new phone? You can either follow these steps to upgrade your phone online, or head to a [Koodo location near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "Koodo location near you"): 

1. Log into [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")

2. Click on __Shop__ and select either __Phones__ or __Plans__ from the dropdown menu

3. Choose a phone and add it to your cart.

4. Choose a plan and add it to your cart.

5. You'll need to pay the shipping fee before going forward. If you have a Tab/Tab Bonus, it'll appear on your next bill.

6. Complete your purchase by entering your payment details at checkout.

  And you're done! Your shiny new phone will arrive in 5 - 10 business days.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.

<br>Visit a Koodo store near you or [contact us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "contact us") if you have any questions.

To learn more about your new phone through our interactive phone tutorials, click [here](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

<div class="help-banner">
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    "backgroundImageOffset": 0,
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      "level": "h2",
      "text": "Want top-shelf phones for less?",
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    "subText": {
      "size": "medium",
      "text": " Consider switching to TELUS.",
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  },
  "button": {
    "text": "Learn more",
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    "variant": "primary"
  }
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</div>

<br><br>
__Related help pages:__

- [Setup](https://www.koodomobile.com/setup?INTCMP=KMLanguageSelector_en_Selected_052021)
- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone)


Want to know about upgrading your phone with Koodo? Find out more here. 

Upgrading

Managing mobile services

Upgrading your phone

Over time, your phone’s battery will start to drain quickly. Here are a few tips to save some battery life.

Before heading over to a Koodo store or [contacting us](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) for help, try these simple fixes if your battery is draining too quickly. Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

1. __Restart your phone:__ Believe it or not, this simple step could do the trick. Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Close your background applications:__ Apps can still run in the background even when you’re not using them. To save your battery life, close them. Search Managing Open Apps in your phone’s interactive tutorials for step-by-step help.
3. __Adjust your screen’s brightness:__ The brightness of your screen really can affect your phone’s battery life. Make sure Auto or Adaptive Brightness is enabled on your phone.
4. __Turn off Wi-Fi and Bluetooth:__ When your Wi-Fi and Bluetooth are turned on, your phone can be constantly searching for a connection, which leads to battery drain. Search Connecting to Wi-Fi and Pairing with a Bluetooth® Device in your phone’s interactive tutorials to find these features.
5. __Manage your battery usage:__ Most phones will give you an idea about how your battery power is being used and sometimes may even give you tips on extending your battery life. Search Managing the Battery in your phone’s interactive tutorials to find this feature.

Is your battery draining fast? Check out our top Koodo tips for making your charge last longer. 

My battery is draining fast


Got questions? Go to your phone’s manufacturer page for more info. 


We can help with most Koodo related things, however, for some issues it's better to check with your phone's manufacturer. 

Got a Q? We have the A.

Need more help?