5 easy steps to get started with Koodo Mobility
Select a step:
Below you can find the steps that will help you get your phone up and running in no time.
Snap out the SIM card size that fits your phone, then insert it into your device, and you’ll be ready to use all your services, like data, text messaging, and so on! If you’re activating an eSIM, you’ll find detailed setup instructions here.
If you want to bring your phone number from another provider over to Koodo, go to “Transfer my number to Koodo” to learn how to easily replace your Koodo number with your old provider’s number.
If you're bringing your own phone from another provider and data isn’t working, you’ll need to Enter Koodo’s APN settings.
- Need help with voicemail? Learn about voicemail features.
- Want to get the most out of your new Koodo phone? Explore tutorials and guides.
Keeping your SIM card:
If your new phone uses the same size SIM card as your old phone, simply pop in your old SIM card and you’re all set! No further action required.
Switching to a new SIM card:
If your new device needs a different size SIM card, follow these steps to switch using Self Serve:
Note: This is an online-only process for your privacy.
Before you begin:
If your new phone uses the same size SIM card as your old phone, simply pop in your old SIM card and you’re all set! No further action required.
Switching to a new SIM card:
If your new device needs a different size SIM card, follow these steps to switch using Self Serve:
Note: This is an online-only process for your privacy.
Before you begin:
- Keep your old SIM in your old phone and make sure it’s turned on.
- If using an eSIM, keep your old eSIM activated.
Steps to change your SIM card:
- Log in to Self Serve.
- From the Self Serve dropdown menu, select Mobile Services > Change Your SIM Card.
- Enter the new SIM number.
- A 5-digit verification code will be sent to your old phone. Enter this code in Self Serve and click Continue.
- You’ll receive a message letting you know it's time to insert your new SIM card. Done!
Switching to an eSIM-only device?
If your new device only supports eSIM, follow the detailed setup instructions here.
If your new device only supports eSIM, follow the detailed setup instructions here.
- Having trouble with data on a phone from another provider? Enter Koodo’s APN settings.
- Need help with voicemail? Learn about voicemail features.
- Want to get the most out of your new Koodo phone? Explore tutorials and guides.
Having trouble making and receiving calls or sending and receiving texts? Start with these quick tips:
Heads up! If you transferred your number from another provider, it can take up to 2.5 hours for the transfer to finish. During this time you can only make calls and receive texts. Hang tight, you’ll have full functionality when the transfer is done.
- Restart your phone: Believe it or not, most problems are solved by turning your phone off for a few seconds then turning it back on.
- Remove and reinsert your SIM card: Make sure your phone is turned off before you do this.
- Turn off Airplane mode: Having this on turns off your network service so you can’t send/receive text messages.
- Turn off Do Not Disturb mode: Having this on might prevent you from receiving calls or text messages.
For step-by-step instructions on the above and more troubleshooting solutions, select your device brand here for device support that includes interactive tutorials with easy-to-follow visuals.
If you want to port your existing Canadian phone number to Koodo, check out this detailed instructional video, or follow the steps below:
Step 1: Please have your device with your old SIM card ready (or keep your old eSIM active), and ensure your number remains active with your previous service provider until the transfer is complete.
Step 2: Log in to or register for Self Serve.
Step 3: Visit koodo.com/changenumber and select Transfer your number from another provider.
Step 4: Provide all required details, including the number you wish to transfer.
Step 5: After submitting your transfer request, a text message will be sent to your old SIM card (or eSIM). You must reply YES to the text message within 90 minutes to confirm your transfer.
Step 6: Insert your new SIM card into your device or activate your new eSIM, and turn on your device to complete the activation.The transfer process may take up to 2.5 hours.
If you encounter any issues during the transfer process, we're here to help. Visit Koodo.com/chat and type #PortHelp to troubleshoot your issue.
Make sure your phone is protected against mechanical, electrical, and texting-in-the-tub failures with device protection options: Device Care Complete and AppleCare+.
Stay connected with replacement devices shipped to you the next business day and same-day repairs at Mobile Klinik.
- Lost or stolen phone coverage **
- Unlimited replacement of cracked screen and battery (only $39 per incident) **
- Unlimited cloud storage for photos and videos
- Protection against accidental and liquid damage **
- Extended coverage for manufacturing defects (that occur after the 1-year manufacturer warranty expires)
Device Care Complete is available at Koodo Stores, Wow! Mobile Boutiques, and Koodo-authorized dealers.
Find a store
- Stay connected thanks to Apple’s express replacement service
- Benefit from specialized hardware and software support from Apple experts with mail-in or carry-in (in-store) repairs
- Service fee of $39 for screen damage repair or $129 for any other damage
AppleCare+ is available at Koodo stores, Wow! Mobile Boutiques, The Mobile Shop, Koodo-authorized dealers, and Apple Stores.
Note: Lost or stolen phones not covered
Heads up! If you didn’t add this when you bought your phone online, you have 60 days from the day you purchased your new Koodo phone to enroll. You can get this by visiting any Koodo Store, Wow! Mobile Boutique, or Koodo-authorized dealer. You can also schedule a callback through Koodo Assist to get a rep’s help with this.
** Service fees apply. Repairs are only for eligible devices, subject to parts, location and technician availability. Please visit phoneclaim.com/koodo for details
What to expect on your first bill
After you’ve activated a new account, simply log in, navigate to the Billing section, and you'll automatically see your first bill once it's available.
The guided walkthrough will include detailed explanations of your total charges and partial charges and will provide personalized insights into different parts of your bill.
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Need some tips, tricks, and quick fixes?
Check out our Help pages
Need more help? Ask the experts in the Koodo Community.
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