Billing & Payments

Hi Koodo Community team,I am writing this post out of pure frustration as I have been trapped in a "cancellation loop" for my home internet service.The Issue: Website Failure: The self-serve portal does not allow for online cancellation and directs me to call. Unreachable Support: I have spent hours on hold. Most calls never connect. The Transfer Trap: On the rare occasion I reach an agent, I am told I need to be transferred to a "specialized department." Every single time, the transfer either disconnects or puts me back into an infinite queue that never picks up. I have already attempted to resolve this multiple times via phone and chat with no success. It is unacceptable that a customer is forced to keep paying for a service they cannot cancel due to non-functional support channels.Action Taken: I ha

I was charged for roaming in Thailand but I did not use my phone there. I did have my sim card taken out and then put back in. I have charges for the UK and I thought it was just used for 24hrs so can that be verified. Thank you. 

On my recent bill, it says that my plan is going to increase from $34 to $46 in March 2026. However, I am still on a 2-year deal with Koodo. I signed up in November 2024 (black friday) and I still have a tab bonus remaining until November 2026. It was my understanding Koodo could not increase my rate while I am still on a 2 year deal? Weirdly, when I go into my Tab info, it says: $NaN for my tab and also says “Heads up! Your final Tab charge will appear on your Feb 6 - Mar 5 bill” But under Tab Bonus, it still says: Tab Bonus balance:−$194.58Tab Bonus reduction: $21.62 / month

My account got canceled due to payment recently and I paid off everything ; I was wondering if I can reactivate here 

I received my first bill for #35 instead of $28 as promised. what’s going on?

I have two incorrect charges for easy roam again. Please refund my credit card. $96 and $256. I have done all of the recommended procedures but my phone still picks up US towers and I’m charged for roaming. You will find that i have not left Canada. Thank you kindly 

Elderly mother in law accidentally paid her Koodo account that is set up for auto pay. What happened in a case like this? We don’t need a refund, just carry it over to next month.

I signed up for a Mexico Travel Pass $60 7days. I received a confirmation email from Koodo for this plan. However I have also received a text from Koodo informing me I will be charged for $18 a day Easy Roam when I arrived in Mexico. Has anyone else had this problem? How do I make sure I am not over charged.

My account has my husband on it as a second line.Is it possible to take my husband off my account and set up his own account and bring his own number?We want to take advantage of the autopay discount and that only applies to my line.Thanks

I currently have two plans on one account. Both plans offer a $10 discount if auto-pay is set up.Now, since I have both of these plans on one account, does that mean a $20 discount total? Or is it only a total of a $10 discount?

Hi,I  transferred $xxx to Koodo Mobile Account Number: xxxxxxxx This was done by mistake,Instead, I wanted to transfer this amount to my Acanac Account Number: xxxxxxx  Please help me  how I can get this money back Best,

I have had a Stream + Basic subscription for over a year and just realized I have also been billed by Amazon. So now my Amazon account says I am paid up until 2029 but since I am still paying monthly for the Koodo streaming service I will never be able to catch up. I want to get a refund from Amazon or at least a credit to be used for other purchases but I can’t find anywhere to contact them about this. In the My Account section it just says that since I am being billed by a third party I have to contact the third party with questions about my account!?

I am trying to cancel Prime. However I keep getting shunted back and forth between Koodo and Amazon with each saying to go to the other site to cancel. Amazon can't cancel it because it is third-party billed and tell me to go to Koodo  ut there is nowhere on the Koodo site to do it and there is no help or support that is remotely related if you use the AI function on the site.

je ne reçois plus mes factures par email ‘ mon email est bien inscrit dans mon profil ******@hotmail.com Merci

Is there a way to change what day our bill comes out of our account?

I have a credit on my account and would like to know how it will be refunded? 

Hi there,I mistakenly clicked on pay my tab balanced and confirmed. I want to cancel that order. Please do needful or guide further.

Hello just wondering I am setup on auto pay but would like to pay my bill before the auto pay is set to come out am I able to do that? Also would that effect my discount I get for my auto pay?

I have a previous account, i had it active in 2023, but i closed it down when i went out of the country. I want to access the old bills. is there a way to do this?

In preparation for travel to Europe tomorrow, I used the recommended self-serve procedure by texting 7626 to buy a “30 days Europe for $60” international roaming plan.  It will start when I connect to the first European carrier.  So far, so good.  But once I completed the texting, all of a sudden I got five (5!) emails from Koodo telling me “You’ve updated your Koodo services:”Added:  International Data roaming   Price per month:  $0.00 Added:  International Voice roaming   Price per month:  $0.00 Added:  Easy Roam US - PayPerUse access On   Price per month:  $0.00 Added:  Easy Roam INTL - PayPerUse access On   Price per month:  $0.00 Europe Easy Roam 30 Day Pass   Price per month:  $0.00All wanted, and all I am prepared to pay for is the last one.  Why did I get 5 emails with all these plans on it? And what will my bill look like?  If this is not correct, is there something to be done right now?  I am not

I am trying to set up mobile billing on my iPhone so that I can charge in app purchases to my Koodo bill.  If anyone knows how to set this up, please let me know. 

I agreed to a $5 discount for pre-authorized payments for my monthly bill.  If i sent an e-transfer before the payment is charged to my credit card would I still be charged on my credit card. 

My internet was activated on February 20 and I was charged for that month but I had no bill for the month of March why is that? Will I get a bill for April? I don’t want to end up with an overdue bill. 

Bonjour,je cherche à savoir si c'est possible de me prendre un abonnement pour mon cellulaire même si je n'ai pas de carte de crédit et si oui, comment procéder.Merci!

I find it very frustrating that no one is able to clarify why I have to prove every year that I am tax exempt. My status card is valid until 2033, but yet I have to email you the form and wait 14 days to process.