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. Select the Mobile services section in 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 are 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.

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.

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.
We are constantly finding ways to improve our service and the feedback you leave here helps us to do that. However, we can’t respond to individual messages from this form.

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