Language
Region
Language
Region

Reporting your lost or stolen 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. Just follow these steps.

  1. Log in to your Self Serve account.
  2. On the Overview page, click Self Serve then select Mobile services from the drop-down menu.
  3. Select Report your lost or stolen phone.
  4. Select Suspend my phone.
  5. Your phone is now suspended. You can come back to reactivate the phone if you find it, or if you get another phone.

A few things

  • You’ll continue to be charged monthly fees and will still be responsible for paying your bill.
  • You can’t change your plan, add or remove features, or pay off your Tab 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. Here’s how.

  1. Log in to your Self Serve account.
  2. At the top of all pages, you’ll see a banner that mentions your phone is suspended. Select Reactivate my phone.
  3. Select I found my phone.
  4. Success! Your phone should start working in 15 minutes.

Reactivating your phone with a new SIM card

You can restore your phone if you use it with a new, non-activated Koodo SIM card.

  1. Log in to your Self Serve account.
  2. At the top of all pages, you’ll see a banner that mentions your phone is suspended. Select Reactivate my phone.
  3. Select I have a new SIM card and enter the new SIM card number (19 digits, no spaces).
  4. Select Activate SIM card.
  5. Success! Your phone should start working in 15 minutes. Make sure your new SIM card is inserted and the phone is turned on.

A few things

  • If you want to buy a non-activated replacement SIM card or phone, you’ll need to visit a Koodo store.
  • It might take up to 15 minutes for your restored phone to start working again.

Was this article helpful?

Need more help?

Visit the Koodo Community.