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never received activation email or esim Im trying to set my phone up with Koodo , I did everything online paid 15.75 for the eSIM it said my credit check was approved I got a email with a order number and that’s it , I need my phone for work tomorrow and I don’t have a different provider right now 

I live rurally and have a lot of difficulties with dropped calls and poor internet service. I purchased a used phone from Koodo and am on contract for another year but want out. How do I do that?

My RCS chat status is stuck on connecting. I have turned my data off and on. I have turned my wifi off and on. I have reset my phone. My apps are all up to date. My android is up to date. I have done everything other than factory reset my phone which, from what I've read, does not work. It's been stuck on connecting since my family and I went to Florida 4 weeks ago.  I have lost the ability to group text certain groups. What is left that I can do? 

I want to add my daughter to my plan in another city in a pay as you go plan. Will she be able to get a SIM card at a local Koodo store and activate it on my plan?

I am needing help to activate my locked Sim , I already have my 8 digit PUK code but I still can't get passed the ((add a new PIN code & repeat)) clearly I don't understand why it wasn't accepting the new PIN code..  please help 🙏 me. With every little detail. 

I have an auto pay set up on my Koodo account.Koodo tried to charge my bank through auto pay on the September 17th but it failed. I made a manual payment on September 19th through Koodo side. But Koodo charged my bank again on the September 21st. I asked for Koodo to either refund one of the charges or apply $45 credit but they’re not responding. What should I do? so I paid an additional $45 but I don’t see the credit of $45 on my account.

I activated a new plan today. I still haven't received an Esim notification or QR code.

Switched from prepaid to post paid and now I do not have any service on my phone.  Can not top up pre paid account and the post paid account just says its waiting on shipment.  Tried to get a call back but as soon as I pick up, the call drops.  It has almost been a week since I switched and hasn’t shipped.  Have no way of communicating with Koodo except an AI prompt which just circles through the same questions that do not cover my issue.  I desperately need my phone to run my business and now I SOLComplete nightmare

I've been trying for almost a month to add my free perk for rollover data and just keep getting the same error. The chat bot is not any help and I've requested an agent several times but that also goes no where. Really frustrated with self serve tools that don't work and leave no option for additional support.

Just received my bill and was charged an extra $12.00 for minutes on an unlimited plan. Anyone else experience this?

Hi Guys,I am overseas and my Easy Roam stopped working so I added it back to my services but when I try to do a call it’s still gives me the local’s operator your phone is temporary out of service. How to enable the roaming service back fully?Thanks in advance,Ahmed

Hi I placed an order last nite, added my son on as an additional line, entered the EID but the esim was sent to his phone.. (may i entered the EID wrong) I have no way to edit the order i made. 

I HAVE BEEN USING KOODO WIFI CALLING SINCE MAY 21ST,    NOW TODAY…. MY WIFI CALLING IS SAYING ‘ UNABLE TO ACTIVATE WIFI CALLING PLEASE TRY AGAIN LATER, WHAT IS HAPPENING???TALSO THREE DAYS AGO I RECEIVED AN EMAIL SAYING MY PREAUTHORIZED PYMT HAD BEEN CANCELLED, WHICH I HAD NOT CANCELLED.  I IMMEDIATELLY SET IT UP AGAIN, I WENT TO THE FORUM AND WAS TOLD THAT IT HAPPENED TO OTHERS AS WELL AND KOODO IS LOOKING INTO THE PROBLEM . 

I am in Canada and have always been in Canada.  I keep getting roaming notification emails and cannot address the issue thru the Bot.  The method of turning off the roaming possibility that the Bot suggests (manually select Koodo as the cellular network) does not work as Koodo is not available on the list of available networks i don't want to be charged for roaming on both of my phone accounts and need this issue addressed

I am currently travelling and literally bought a prepaid plan a few days ago so I can receive SMS abroad. I haven’t even ported my number over.Just now I got an email with subject: Cancelled service and your next billThe email says: We’re sorry to see you go. You recently scheduled to cancel your wireless service on September 24, 2026, for the following phone number(s)   The thing is I NEVER tried to cancel it in any way. At the bottom I see Are you sure you’re ready to cancel? If you change your mind about this, schedule a convenient time for a rep to personally contact you at koodo.com/chat The chat is useless for my situation, and I literally can’t get a callback as I am with Public Mobile (which can’t even receive SMS abroad, hence I’m trying to transfer to Koodo). Can someone please help me get in touch with a rep that isn’t a callback? I literally just need to stop this completely uncalled for scheduled cancellation.

My Rogers-to-Koodo transfer was cancelled after I accidentally deleted my Rogers eSIM. Rogers has agreed to manually approve the transfer once Koodo sends a new request.I can’t reach a Koodo agent, and a callback won’t work because calls to my number go straight to voicemail. Can someone help restart the transfer and arrange a working temporary line for the callback, or another way to speak with support?

I started the process of transferring to Koodo post paid from Public Mobile, through my Public Mobile self serve account.  After entering my phone’s 32 digit EID, it asked me to confirm that I approve a credit check, which I did.  While it was processing it encountered an error and booted me out.  Then I got an email from Koodo Self Serve registration saying “we’re almost ready to set up your Koodo self serve account...complete your registration now”.  I completed the registration, but the self-serve account doesn’t tell me anything about the status of whether I successfully registered or not.  Am I waiting for something or should I try to start from the beginning again with entering my EID from the PUblic Mobile self serve account?

Hello Support,I am from Pakistan , I have an old Samsung A5 (2017) that was originally purchased through KODO CANADA network. I recently purchased this phone as a used device in Pakistan.The phone is currently hard-locked and is asking for PUK code when I insert a Pakistani SIM.Here are the device details:Model: Samsung Galaxy A5 (2017)IMEI: *****************Could you please check this device and provide the required  PUK & Unlock PIN codes, or remotely unlock the device if possible?I would appreciate your assistance in unlocking the phone so that I can use it with a Pakistani network.Thank you.**post edited by moderator to hide personal information

48 hours after getting a new phone set up with koodo, and having my old phone number brought to this provider.I'm out twelve thousand dollars and two non working phones along with my physical SIM card for my old phone who'd been taken out of it and who knows done what with it to be given an e, SIM with a new phone, that is absolutely pointless, you cannot verify anything or get too authentication done, if the new phone with an electronic SIM stops working, how are you gonna get the verification? If your phone isn't working, if you had a physical SIM card you woukd simply take it out and  put it into another phone that works, simple.  Nope not with a esim though, since my new phone didn't activate for whatever. F****** reason at my old phone does now not work because they took the SIM card out for whatever reason. I do not have a phone a working phone I can't even submit a ticket online to their customer service and get a receiver confirmation or a reply because I don't have a working p

So my phone cannot connect to LTE, which makes it a brick. when I call the customer service number it directs that ALL service requests have to go through “Koodo Assist” great news Koodo I can’t access that when my phone doesn't have LTE and I don’t have wifi. So I have to stop and get wifi, go to the koodo web site, login, and access “Koodo Assist". Well I got some great freaken news Koodo Assist is saying “Oops, this service is temporarily unavailable” well how fantastic is that, My phone is a damn brick for the entire day because Koodo saved a couple of bucks by getting rid of actual customer service via people at a phone number and created a garbage automated system that doesn’t work.  If I can’t use my damn phone and can’t report the issue what’s the point of having a phone provider. 

Hi guys i've two lines with koodo since last 7 years and I never had any issue. In April 2026 i upgrade my plan but with less amount as I was used to pay earlier. Now since July i'm having hard time with network as data & calls doesn't work properly. I spoke to customer care, technical team and network department multiple times but none of them could fixed it even though they tried reset settings, trouble shooting etc. Some times I get that much fed up I just feel to break my Samsung S24 Ultra. Please help me out too. I got compostation for whole month but I wanna get it fixed. 

Hello,I tried to change the free perk for number ending in ******6103 from rollover data to 3-day US roaming through self-service. However, the change doesn't seem to have gone through, as I haven't received a confirmation email or seen any updates to my account.Could you please assist me with making this change?Thank you for your help.

I recently received an email from Koodo saying that I’ve successfully created an new account using my email address for a prepaid service. Unfortunately, there is no option for me to report this, because I’m in the UK and apparently Koodo doesn’t speak to people internationally. The chat bot insists that I give my prepaid account information (which I don’t have, since I didn’t set this up), and the “schedule a callback” doesn’t work for international phone numbers. There’s no email address available for me to reach out to someone either, so as far as I can tell, there’s nothing I can do?I’ve had to create an account on here just so I can voice this to someone. SO, hopefully someone can help!

To Koodo Customer Service,I am writing to formally request the closure of my Koodo account.My phone has been without service for two days due to an unresolved issue with my eSIM and physical SIM. I visited the CF Toronto Eaton Centre location and was assisted by four different staff members over multiple visits, none of whom were able to resolve the problem.I would also like to address the callback situation directly. Your team called me only once, in the morning, and the call was ended on your end, not mine. Any claim that multiple attempts were made to reach me is inaccurate. I have not received the follow-up contact that was promised.Given the repeated failure to restore basic service, I no longer wish to continue as a Koodo customer. Please confirm in writing:    1.    That my account will be cancelled/closed, and the effective date;    2.    Whether any final balance is owed, and how it will be billed.I do not need to keep my phone number — you may release it or leave it inactive,

I recently bought a prepaid annual esim with a new number, however, I can't find my new number as the email with the esim contains only the last 4 digits. At the same time, it seems that I am unable to activate my esim. Is there a way to get my full phone number via email or can I speak with someone that can help ?