Request to pause my account while I’m outside Canada

Hi there,

If you're a postpaid user you can put your account on a seasonal hold by selecting "pause my plan temporarily" on the "Manage services" page.

This will then switch you to a seasonal hold plan. If you own the device, it will cost $15 per month or $30 plus tab if you're on tab. More details can be found below. If you can, please edit your original post and remove your personal information as this is a public platform.

https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling?srsltid=AfmBOoqjQj1LucAoS9UfEA-689KMf6oYzBBUsRxWf4RgxGN6jo3zTejS

Hi, thank you for your response.

Unfortunately, I am currently outside Canada and I am unable to receive SMS or calls, so I cannot access my account or complete the process through “Manage services.”

Could a moderator please assist me with placing my account on a seasonal hold manually or advise an alternative way to verify my account? I am happy to provide verification details privately.

Thank you for your help.

Ah I see! I can flag a moderator for you, but to confirm, do you have a postpaid or prepaid account? As with postpaid, you do not need an sms verification to login to the account where as prepaid you do. 

If you have a prepaid subscription, there is not an option to pause the service temporarily as it has already been paid for for 30 days.

I am on a postpaid account.Thank you for confirming.

No problem, a rep has been flagged.

Make sure to be logged into the community using your self serve credentials and they should be able to help, they will respond here as I have. If it also wont let you login, then they will send you a private message on this platform requesting more info. 🙂

Thank you so much for your help,I appreciate it .

Wait, so you need to receive or reply to a text to change your service now?

Hi ​@EdenK ,

In order to be able to access the details, we’d need you to log into your community account using via self serve, as in the screenshot below and let us know once done.

Hi,thank you for your response.But I have been trying but i’m unable to log into Self Serve because I cannot receive SMS verification while outside Canada.

Is there any way that you can proceed with placing my account on a seasonal hold manually?

You should be able to receive incoming SMS while roaming for free.  Just make sure to not use any data, send any sms, or use any talk

Hi,I'm still trying but I’m still unable to log into Self-Serve. It keeps redirecting me to Koodo Assistant, which says my phone number and postal code don’t match,it's also not sending the text.

Hi ​@EdenK ,

Double-check your postal code format – Make sure you're entering it exactly as it appears on your account (including spacing, if applicable). Sometimes a small variation can cause the mismatch.

Try a different browser or clear your cache – Occasionally browser data can cause login issues, especially when accessing from different locations.

Check your phone number – Ensure it's in the format we have on file (with or without country code, depending on what's registered).

Hi ​@EdenK ,

We will contact you in Private as we need more information in order to assist you.

However, just to be clear, if you are trying to use your Koodo Prepaid number outside of Canada, it will not work as Koodo Prepaid does not work in roaming.

Hi,I'm still trying but I’m still unable to log into Self-Serve. It keeps redirecting me to Koodo Assistant, which says my phone number and postal code don’t match,it's also not sending the text.

 

THis says you are on prepaid, but you said you are on postpaid.

The question is are you on prepaid?  If so you wont be able to use your phone outside Canada & the US.

If not, then you are logging in via the prepaid self serve page instead of the postpaid self serve page

Oh I'm so sorry,my mistake I'm on prepaid.Im new to the country and to all this.

If you are on prepaid, you will not be able to receive a text if you are outside canada & the US.
Do you have auto top up setup for your prepaid account?

No, I don't have that.

Then your line will stop once the funds in your prepaid account is not enough to renew your baseplan.

I’ve been charged for the last two months while I’ve been away. Will this keep happening until I’m back? I apologize for the trouble, and thank you for your help.

How are you charged?  Is the base plan just renewed by taking funds already in the prepaid account?

Or is your back account or credit card charged ?

It was charged from my bank account.

Ok so then it sounds like you do have Auto Top Up set up for your prepaid account.

I suggest replying to Koodo’s private message to have them help you login to your prepaid account.

Once you are logged in, please turn off your auto top up

Okay i will wait for their message.Thank you so much for all your help.Is there anything I should do?or will they reach out to me on their own?

Have they not reached out already?

Oh I thought you meant specifically about the auto top up.Sorry for the trouble,thank you for your patience and for your help.