Billing & Payments

There seems to be no option on Self Serve and when I requested “I want to cancel a line or an account” to Koodo Assist digital rep, it replies “We're busier than usual right now but there is no need to talk to a rep as all our offers are online↗ or in store!”. I looked through community posts and can’t find an answer, so I tried messaging Koodo on facebook and twitter and no reply from them either, hopefully they will at some point.Why’s it so hard to cancel a plan? It should just be an option in Self Serve.Appreciate if anyone can help me out on this.Thanks,Jeremy

Upon review of my recent bill, I noticed that there were several days where my wife and I were charged both the USA and International rate for Easy Roam. These were days where we were travelling to Mexico via the USA. I could not find any language on the Easy Roam page or anywhere else that detailed you would be charged both daily rates if you are travelling to another country via the USA. My question is, should the more expensive International rate ($16) not supersede the USA rate ($14)? Koodo touts it as a “daily flat rate”, when in reality they are double-dipping for $30 ($14 + $16) if you pass through the States.Does anyone know where the language explicitly stating that you will be charged for both rates is located? Or has there been an error in my billing?

Hi, I had two mobile lines while I was visiting Canada in June July and August 2023. I was told in person by 2 different koodo service reps on different days at the Koodo kiosk in Walmart that the way to cancel the service was to just stop paying the bills and the line would be cancelled. However, I see that even though I had left Canada and had not even had the SIM card in my phone, I continue to be billed monthly and the bill just keeps growing. I see that this will affect my credit rating.  I want to cancel my services with koodo because I am not even in Canada anymore (I haven’t been since the end of August).   I also want to deal with my accumulated bill so that my credit rating is not affected.  Can you help me with this? Thank you.

Hi, I’ve recently transferred out from Koodo, but I have a credit on my account. Could somebody please help me to get this credited back to my CC on file?

Hi, My spouse and I switched to Koodo during their Black Friday promotion. We each created our own Koodo accounts, and we each pay monthly (post-paid). Now I want to merge our accounts together so that we only get one bill. An agent at the Koodo kiosk said it’s free to merge accounts but we need to do this via callback. The callback agent said merging accounts costs $50... Which one is correct?  Is there another way to put two Koodo numbers on one bill for free? Thanks in advance  

I can’t pay my bill with my visa  card . I called the bank it shows all info are the same name , address etc  Yesterday I arranged a call . And I got ball back from Koodoo . They told me the department that doing this is not working . Says Koodoo will call me back this morning  from 8-9 am . But I  got no call . Could anyone help ? 

every time i go to see my bill i get this error  :Application error: a client-side exception has occurred (see the browser console for more information).how am i suppose to pay my bill if i don’t know what it is? anyone else having issues with this?

I’ll be traveling to Spain for 2 months early in the new year. Last year I popped out my Cdn/Koodo SIM and bought a Vodofone Sim (10E for 50 GB data for 28 days with 300 international calling minutes ).  It worked well or local data and Whatsapp use as well as for calling home while being much cheaper than EasyRoam, which costs more than that per day.  I will do the same this year. One thing I’m wondering about:  Can I check my Koodo voice mail somehow without using my Koodo SIM?  If I have to use my CDN SIM to do that, am I correct in thinking I can put in my Koodo SIM and make the call to voicemail at $2/min.  While my CDN SIM is active but I have Wifi access, what do I pay for receiving or sending texts - I’m thinking of two factor verification??

Changing email account 

I had an overdue balance that needed to be paid to reinstate service. When I went to pay it in self serve, after submitting my card information I got a screen saying the transaction couldn't be processed (or something like that). The problem is that the amount I wanted to pay was still withdrawn from my account. I didn't get a confirmation email like I usually do, and the outstanding balance remains the same. Is that payment just lost in cyberspace? 

I bought my internet on October 31st and it is currently December 11th and I have yet to receive a bill notification or anything for it and it is stressing me out. Is there any reason for this?

If i set up an automatic pay for my phone bill Via my bank , how long does it take for KooDoo to recive my payment, and when its paid will that show up in SelfServe ?

I’ll be in the Middle East for a month or so and want to be able to use my Koodo monthly prepaid plan to send and receive texts. I won’t be using voice at all. EasyRoam is ridiculously expensive for me needs. My questions are: During my stay in the Middle East, what is the cost of receivng a text from Canada? If it’s different, what is the cost of receiving a text from another country?What is the cost of sending a text to Canada? If it’s different, what is the cost of sending a text to another countryI’m honestly a bit underwhelmed by the lack of clear cost info from Koodo. It seems like all it wants to do is pitch EasyRoam.  Thanks for your help!

Hello,I received my sim card, and set it up and transfered my number from my old provider yesterday, Dec 6. Why my bill starts at Nov 27? Should I pay for the time while I was waiting for the sim card? My phone #: **34Account #**83 Feng Chen 

Hi, I got a plan on black friday. They shipped a phone + sim card to me. I never got an activation email, so I had to make an account through the CS callback folks. This was on the 27th of November. My account says the billing cycle was the 27th of Nov to the 6th of Dec, and now 7 Dec to 6 Jan. However, I still don't have a bill! Self serve says "This information is unavailable right now" under my bill and there just isn't one. When should I expect to get a bill? 

Is there any way I can have the forwarding charges reversed for my last two billing periods? I was not aware that I would be paying a per-minute charge for local forwarding. I have since added the $3 option to my number. Thanks for your help,Bryan

 I still remember I registered a service with Koodo in a small store at Halifax Shopping Centre and it was Cyber Monday, 28th Nov last year 2022. At that time, I was a newcomer to Canada and I just got my WP approval, that is why I needed a phone number and Koodo had a big offer. I clearly asked the staff if I could able to choose the phone number by myself  and he told me yes; after all the process was done, he gave me the sim card. I was shocked bc i didn't choose the number yet then i asked him again and he apologized for that mistake. After that I told him, please determine the service because I want to join EAST LINK service provider so that I can choose the number by my own.Then he told me, when you register the new service with East Link, Koodo will determine the service that you have with them so don't worry about that.Then I came to East Link and registered a new phone number with them, Koodo did send the messenger to confirm changing the service provider.After that, i thought

I recently switched to Koodo phone plan for just a week but then I found a better phone plan deal elsewhere so I have cancelled my Koodo account. However, I just saw my Koodo bill and they are charging me for an entire month even though I only used it for a week. Do I still have to pay for the entire month or will they give me back my money in the next billing period?

Last year I got the $65/mth 50 gig plan with a $20.00 credit for BF.  Last week I saw that Koodo was offering a $70.00/mth plan with 120 gig plan so I switched because for my needs it was a good deal. Today Koodo is offering the same plan for $65.00. I switched to that this morning without thinking if I was still eligible to keep the $20.00 BF credit. Can someone tell me if I still have it or not?

I moved to Alberta from Ontario in 2022.I am still being charged the 13% Ontario GST instead of the reduced Alberta 5%. I  updated my billing information upon moving yet the charge did not update. Can my account be credited for the amount of Tax that was overcharged by Koodo? 

Hi, I closed out my account over a year ago but apparently still owed about 20 bucks and recently received an email from KMB Law requesting payment or they threaten legal action. Is this a legitimate agency that works with koodo or is it a scam? Also how can I pay off my koodo account if I dont have access to it anymore?

Hi, I was charged for Easy roam for 3 consecutive days in August (18-20th) amounting to $42.00 presumably when I was in close proximity to the US border on Vancouver island.Can I get this refunded to me please?

The fine print for changing a plan reads:[...] just a heads up that promotional discounts, like bill credits of any kind, will fall off if the plan you change to has a lower price than the one you're currently on. I currently have two credits on my bill:Mthly credit (before tax) Refer a Friend credit (before tax)Will changing to a lower price plan remove the Refer a Friend credit, or only the promotional monthly credit?

I just called 1 833-668-1818 to get a new connection from koodo . They asked me a lot of questions to do a credit check . A thought just occured to me that it could be a scam because I could not find this number anywhere on the koodo website.  

Hi There,Could you please let me know the way to check the monthly credit expiry date on my line. Thanks,Gautam