Billing & Payments

Is there a place I can see if my Esim is working? I am currently out of the country. Pretty sure I have it set up correctly, but when I go into Usage, it doesn’t really tell me much. Don’t want to get hit with a big bill when I get home. I have roaming on (part of the instructions with the Airalo esim) but I have the esim set as my primary SIM card. Thanks!Cindi 

I need a receipt for an IPhone purchase that I made in December of 2021.   In my searches online I only seem to be able to search back 18 months of bills.   On my tab I can see that I added the new phone on Dec 18 2021 but none of the details.   Anyone have any help suggestions?  I need it for a proof of purchase with Apple Icare for repair purposes.   Thanks in advance. Tory

I understand that if you go in store or use the phone to create a account with Koodo, you will be charged the $60 connection fee. However, if you do it online it will be free - great!So that’s what I did. I signed up online and got an e-mail confirming my order and was provided with a order confirmation. Yay! The next day though they informed me that it didn’t go through the system and I had to go in-store to set it up -- which means I’d be charged the connection fee. What?? That doesn’t seem fair. So my partner and I (who is also setting up his phone with Koodo, and got the same error) called someone from Koodo customer service who informed him that he CAN in fact sign up in store but because we went through this route and had this error, we can call back or contact Koodo and get it waived, after the first bill comes out. So we did that...and guess what? Koodo said that they can’t do that because we did it in store…but HELLO! We both got order confirmations from when we sign

I recently opened a Koodo account. I am a new resident to Canada, so maybe there’s some issues with my IDs/addresses/etc but when I tried registering online, it would process and complete, but then 1 day later I’d get an email saying my order was cancelled because my identity couldn’t be verified.When I called Koodo support, the customer rep told me I had no choice but to go in store to activate my account. When I asked him about the connection fee, he assured me that the $60 fee would be waived for me because I had no other choice except to go in store.On my 1st bill, I see the $60 on my bill. When I call Koodo support, this time the customer rep tells me there’s no way to get it waived, and there’s no record or note on my account saying that the fee could be waived. Well of course there’s no note, because I did not have an account at the time I called in the first time. I feel like I’ve been “tricked” into opening a Koodo account. If I hadn’t been assured by t

My phone says that I’ve used only 296MB of my 2GB limit.  But I was getting text messages from Koodo saying that I’ve used up my 500MB limit.  Why do they disagree?  Makes no sense.

Yesterday I upgraded my account, to the 35 Gb plan But I just looked at where I’m at, and what it shows is FAR less than I used to have!!  Anyone have an idea what’s up, or is it simply time (it’ll switch when the month ends).   Thank you!

Hello! My daughter linked my card to pay the bill can you help me to disconnect it from my card? I don't have access to her account. I don't wanna close this card and she don't wanna unlink it :/

I had the worst experience ever with koodo. I quite Koodo months ago ans they still want my money. While I was with them they would constantly call me while I'm at work asking if I want a promotion. I had ro keep saying no to them multiple times. I was feeling harrased and so I quite. Even after requesting for them to take me off their call list they still called me almost everyday. I take customer service very seriously and this wasn't it. This made me feel uncomfortable as a customer. Now they want me to pay a late fee. That's their fault I left. Now I'm feeling like a koodo prisoner unless I pay it. I don't like being treated this way as a customer. I tried to ask for help but they took me in circles and at the end of all of it they demand payment. Terrible experience ever. How can anyone deal with this kind of customer service and still be with koodo. Not like I can block them. Not only that they send me this bill months after I closed my account. 

Hi, I got 2 phone numbers under the same account. I want to split them into 2 different accounts. Wow can I do it?

I received my replacement credit card and it won’t accept it when I go to manage credit card payment! The card is good and working on other sites! WHY is there no Live Chat option with Koodo?  I’m about ready to switch carrier!

Koodo,Why did my monthly bill suddenly increase by $10 without notice.I have not changed plans recently and the last change I made was in response to a Koodo Text Message that increased my data WITHOUT ANY INCREASE in my monthly bill. It was a Koodo Special Offer to existing customers and I reviewed the plan terms before switching and there was NO reference to an increase in the future,If Koodo is now suggesting there was fine print some where then Koodo is trying to pull a fast one and if that’s the case then put my data back to the level I had before Koodo’s “Special Offer” and return my monthly charge to $50 per line. 

How does the tab work, I get the fact that you have a monthly fee for 24 months, but what is the difference between “Tab Basic”, “Tab Mid” and “Tab Plus”?Also, which one would I be able to select if I select the $39/mo plan.

The easy roam charges (mistake) were removed from my bill but the taxes were not. This topic has been covered in another post by me (with account history screenshot) but apparently no one can identify my account. I’m hoping this new post can rectify that.If not I’ll have to go through the schedule a callback option which I find tedious.

I used prepaid, I switched banks and added my new card and koodo turned on automatic top up, I'm with bell now but because of the automatic top up it still renewed and my bank can't do anything because the account was still open, but koodo won't let me delete my account it deletes after 90 days of innactivity so now my money is gone

Hi,I am a former Koodo customer who used Koodo for about a couple years before switching to Rogers. I asked the retail store to see if I have any leftover balance to pay and I was told there is no balance. I made a switch to Rogers with the same phone number I used from Koodo, and I have since been using the services from Rogers.Recently, I found out my credit score was affected drastically in the past couple months, so I did my own investigation through TransUnion just to find out that Koodo sent a $12 charge to the collections.I would like to know more details about $12 fee since I did not receive any email regarding the charge and I would like to ask Koodo to request removal of this fee.Thanks,Eun Ho 

I need to speak to a representative. Can someone please call me, we are getting billed for an account that is no longer active. 604-966-6726

I paid my bill on Aug 20 through my bank app because every time I try to add my credit card info into my self serve account there’s an error, so paying through my bank app was my best option.I know the payments made through the bank take 3-5 days to be processed.My question is… Will Koodo accept my payment made before the due date? Will my credit score be affected?I’m really worried about it and don’t know what to do. The chatbot doesn’t look like it will help me figure that out.Here is what shows on my bank app.Here is the email I got on Aug 20 after payment. 

In these forums there are HUNDREDS of the same types of complaints and confusion about Easy Roam. People unknowingly trigger it and then pay $14 or $16 for a single text or for unknowingly roaming onto US data.  why can’t there be a pop-up notification that asks you: sending this text/dialing this number etc will trigger your $16 Easy Roam. Do you accept? yes/noThe current model is nothing more than a cash grab that only pisses off your existing customers. Please be better, Koodo. 

I canceled my account on July 7, 2023 and I have a credit balance. What should I do to get Koodo to return that credit balance to me?

I’m an existing customer before before moving to Public Mobile. Just wanted to check, if the connection fee can be waived off considering an existing customer with Public Mobile and Koodo. I lately realized the connection fee can be waived off if I do the conversion online. Thanks,Ranjith

I received a text saying I was now roaming and easy roam was activated. I was not in the States or even close to the border. Will I be charged?

Koodo thinks I’m roaming in the States when I haven’t left Canada.

Hello, While hiking in Port Moody, BC I was randomly charged $14 for easy roam and have no idea why (wasn’t close to the USA border). Does anyone have a number available or a contact to dispute the charges and have them removed? Cheers

Hello! With advice from plan advisor I switched my provider from telus to koodoo when I upgraded my cel phone/plan. I was with Koodoo for one day when my daughter (who is on the same plan with me) advised that we needed to see itch back to telus (reasons based on her other accounts with telus). So, we switched back from Koodoo to Telus and told that this was a simple change and nothing would be disrupted with account (no charges from Koodoo as we did not use the service). I then reviewed a bill from Koodoo for more than $200 and asked for full payment.  This is not a charge that I should be paying as I did not use the provider service. I do not, however, know how to address given there is t customer service to speak to. Your advice and input would be greatly appreciated.  thank you  Andrea 

My teenage daughter was in Japan. We switched off data roaming before she left. Somebody called her and left her a voicemail. It seems she touched the ‘voicemail’ button. This is the first time she used her phone outside Canada and she knew she could not and should not use her phone unless she had wifi. Twice I received a notification that EasyRoam was activated. I asked her why it was activated and she did not know why. I was looking at my billing while she was in Japan (I was still in Canada) and I did not see any charges, so I did not know she had accidentally checked her voicemail. You can check the data to see that it was used at most for that accidental purpose. If it’s possible to refund one or both of these charges, that would be much appreciated.