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

Mobility

Self Serve

Forgot password

Registering

Logging in

Using Self Serve

Self Serve mobile site

Lost or stolen phone

Lost or stolen Prepaid phone

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

Need a [new phone](https://www.koodomobile.com/en/phones)? Why wait when you can get a new phone anytime? Just keep in mind that you’ll need to pay off any outstanding Tab balance and Tab Bonus balance in order to do so. 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><br>

## How do I add an additional line with Koodo?

1. Log into Self Serve.

2. From the “Shop” dropdown menu at the top, pick Phones or Bring Your Own Phone and click Add a new line to Account.

3. Add either the phone or the SIM card to your cart and enter your promo code in the “Promo code” entry field. (Some don’t have validation codes, but if you received one, enter it now.)

4. Follow the rest of the steps to proceed to the Checkout. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone and/or SIM to arrive!

__Note:__ New customers can add a line right now in store, or simply wait 45 days to be able to add a line through Self Serve.

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

## What's Koodo's policy if a phone's price drops after I buy it?

If you bought your phone recently and noticed the price has since changed, you may be eligible for a refund of the price difference with our Price Guarantee.

__If you purchased your phone in-store:__ If the price of the phone you purchased was reduced __within 15 days__ of your purchase, you're eligible for a refund of the price difference. Simply return to the same store with your original receipt to request a __Price Guarantee refund__.

__If you purchased your phone online:__ If the price of your phone was reduced __within 30 days__ of purchasing it online, you're eligible for a refund of the difference. To request a Price Guarantee refund, contact our webstore team at koodo.webstore@koodomobile.com. Be sure to include your account information and your order number that starts with 'HFO.' Once eligibility is confirmed, adjustments will be applied to your account within __48 hours__. You’ll be able to view the adjustment in __Self Serve__.

__Important:__ The Price Guarantee does not apply to gifts with purchase.<br><br>

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<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)

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

Upgrading

Managing mobile services

Upgrading your phone

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.<br><br>

### __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). <br><br>

### __A few things__

- You can purchase a replacement Koodo SIM at [TELUS.com](https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim). Your Koodo SIM will be shipped in an estimated 3-5 business days by letter mail without tracking. If you’d like to get your SIM sooner, please visit a Koodo store during business hours. Once you receive your SIM, please log in to your Koodo account to transfer your phone number onto the new SIM.

- 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">

__1. 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.<br><br>

__2. How can I find my lost or stolen phone?__

If your phone was lost or stolen, it's possible to find its approximate location by using its GPS functionality. Apple and Android both offer users a device location service by default. Choose one of the links below:

- Apple [Find Devices](https://www.icloud.com/find/)
- Google [Find My Device](https://support.google.com/android/answer/6160491?hl=en)

  </div>


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

Reporting your lost or stolen phone


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. 

More help from Google

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Got a Q? We have the A.

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