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help to cancel automatic top-up for prepaid plan

  • December 8, 2025
  • 4 replies
  • 52 views
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Hi, I purchased prepaid plan with automatic top-up option on Nov 5, 2025 for family to use for one month trip in Canada .
The automatic top-up reoccurring on Dec 5, 2025. I would like to cancel the automatic top-up as family has left Canada 

But I am NOT able to do it in self service for following reasons:

   1. I have never successfully logged in the self service ( family was using data only because his RedMi 13C cannot receive/send  text or call)

  2. AND I am unable  to reset the password following the verification code of email linked to the account because the website denied all my passwords even though I wrote passwords satisfy all the criteria.

 

my question is: can a rep manually help to stop the automatic top-up? 

Best answer by Allan M

Koodo reps on here have limited access to prepaid on the community. In this case I would schedule a callback at https://koodo.com/chat to talk with the prepaid team over the phone and get your auto top up’s cancelled.

4 replies

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  • Robert T
  • Mobile Master
  • December 8, 2025

A Koodo rep can manually stop your automatic top-up if you are unable to do it yourself due to login or password reset issues. You will need to schedule a callback for that as Allan suggested. This will prevent further recurring charges immediately. 

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
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Allan M
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  • Allan M
  • Mobile Master
  • Answer
  • December 8, 2025

Koodo reps on here have limited access to prepaid on the community. In this case I would schedule a callback at https://koodo.com/chat to talk with the prepaid team over the phone and get your auto top up’s cancelled.

Flo Koodo
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  • Oliver C
  • Mobile Master
  • December 8, 2025

To add to Allan, if you are not able to get someone over the phone through a scheduled callback you can reach a prepaid rep through Koodos social media pages Facebook and X(twitter).

To find the correct profiles, you can reach them by clicking the associated logos at the bottom of this pages. Allan is correct, reps on this platform don't not have access to prepaid.

Just a guy trying to help out 🙂
Flo Koodo
Flo Koodo
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  • Flo Koodo
  • Official Rep
  • December 8, 2025

​@Pprinye 

Unfortunately, we have limited access here on the community when it comes to prepaid plans, however as suggested above, please schedule a call back with the virtual assist, so a rep can assist with the account set up, so you can then manage the services in self serve.

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