Got a Q? We have the A's.

Problems with logging in

I've just registered for a new account, but can't view my information. How do I view my account?

If there’s already an account owner on your account, they'll need to approve you as a user before you can access Self Serve. Usually, the account owner is the person that pays the bill. Ask them to log in to Self Serve, go to My Profile, and Role Management to approve you as a user.

If you've already registered for Self Serve, it's possible that you already have an account owner profile. Registering a second time will create a new Self Serve account for you, but as an account manager. In this case, you'll want to log in to Self Serve with your old account owner username and password. If you can't remember your old password, use the forgot password link to reset your password and then log in to your account. After you confirm a few details, the next time you log in to your account, use your email address instead of your username.

If you still can't see your full account after following these steps, or are unsure of who the account owner is, please call us at 1-866-995-6636.

When I log in, I get a message: "You can’t access this account because (a) your service is cancelled or (b) your account access approval is pending."

This means:

Your account or phone number has been deactivated


Your Self Serve account access may need to be approved by the account owner (usually the person who pays your phone bill). Once the account owner approves your request, you can log into Self Serve.

Why do I get an error message when I enter an email address?

It looks like the email address you've entered may be linked to an existing account.

If you had a previous Self Serve username/password before August 6, 2010, try logging in with it. You'll be taken through a process where you’ll switch from your old username to an email address.

If you still get this error when attempting to switch from your old username, you can enter a new valid email address. If that doesn't work, call us at 1-866-995-6636, or *611 from your Koodo phone.

Why am I being told my username or password is invalid?

Did you recently need to reconfirm some information on your account? If so, you'll need to use the email address and password you set up to log in to Self Serve. Your username will no longer work.

Forgot your password?

Find this answer on Koodo Prepaid.

Need more help?

Visit our Koodo community forum.

Check it out