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Purchases & Returns

All your questions about activating, upgrading, returning or cancelling with Koodo could be asked here.

  • 333 Topics
  • 1,075 Replies
330 Topics
mermaidtolook
mermaidtolookBeginner
asked in Purchases & Returns
Plan Swap question

Is it possible for me to buy a phone on a tab with a protection plan and a data plan but then swap the sim upon arrival and port my own number to use w/the data plan and pay the tab?  Will that allow me to use the protection plan for the purchased (koodo) phone?  I am trying to purchase one for my child but they will not need data.  The plans that match up with the tab discounts are much more expensive than the basic bring your own phone talk/text only.Editing in case I am not clearI want to buy a phone/tab plan with data and use that sim card to port my number with my own phone from another carrier.I am hoping to buy a basic plan and use that with the purchased koodo phone for talk/text only.Thanks if you can help!

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mermaidtolook
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Harleydavidson1Beginner
posted in Purchases & Returns
Totally disappointed

Koodo is stopping me from getting a new phone after I cancelled an order being shipped to me that was over due... Koodo is holding me responsible for a phone I never did receive and stopping me from getting a new phone until they find the other one... How far is that... I may just leave Koodo all together after this crap. 

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Flo Koodo
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Midnight44Beginner
asked in Purchases & Returns
Can't complete purchase

I go to complete checkout for a phone upgrade and it says oops something went wrong. I have changed browsers and deleted cache and still nothing works. Any advice to help

213
Flo Koodo
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mwells1223Beginner
asked in Purchases & Returns
promo expired while I was checking out!

I was in the process of checking out when the time passed over midnight. I went ahead with the order, clearly not paying attention. I ordered a new phone and now I realize my phone cost is almost double what I expected. I assume the promotion ended at midnight. Is there anything I can do? I cannot afford my phone cost to be doubled but I needed an upgrade.

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SaskCowgirl
SaskCowgirlBeginner
asked in Purchases & Returns
Your offer

I want to add Netflix/Disney/Prime to my plan, but I am already a member of Amazon and get Prime, plus I have Netflix. I have no idea how to “link” my plans to Koodo and I would really appreciate a live person talking me through this. I’m old and don’t savvy the lingo. 

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brjf845Rockstar
asked in Purchases & Returns
want to ship to a different address than my billing address

I’m trying to determine if it’s possible to ship a new phone to an address that is not my billing address. Can’t seem to find an option and I think it may be as a deterrent for fraud but I’m currently out of country and need a new phone and hoping a friend can bring it down for me :/

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AshSavoBeginner
asked in Purchases & Returns
Website error "whoops! Something went wrong!" during purchase.

I am trying to upgrade my phone, but always get this error. I can’t seem to get connected for customer service and no one has an answer online on how to fix it.  Anyone have a solution? My tab and bill are up to date. I have tried different devices and browsers. 

535
Flo Koodo
Jen Rashotte
Jen RashotteBeginner
asked in Purchases & Returns
looking to switch from freedom to kodoo how do I do that?

I am currently with freedom and I have an iphone 14 with trade up and mytab and I have been paying 83.65 which nis getting to be alot. I checked with all the other companies and they are way too expensive. Wanted to see what koboo can offer for my dream phone iphone 16 pink 128 gb. I like 0 upfront and then paying less than 83 on a plan 

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KunBeginner
asked in Purchases & Returns
Where is my $70 Connection Fee Refund?

When I opened my account, I was charged a $70 fee, which I was told would be refunded later. In my account history, I see a transaction on January 3 labeled "Connection Fee Refund 70", but where is the money?I don’t have the amount available in my account, and my monthly charges are still being deducted from my credit card. I also checked my credit card, but the refund is not there either.Can anyone explain where this refund actually went?

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Flo Koodo
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1Mike23Connector
asked in Purchases & Returns
Easy Roam Travel Pass

I have purchased the 30 day Euro Pass, my wife has a separate number on my account, will my pass also cover her phone or should I buy another pass for her phone? if I am to buy another pass do I just text EUR30 with the last for digits of her number to order it? thank you

652
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Louis LOrganizer
asked in Purchases & Returns
wait for address approval for two months, no response, how can I do?

wait for address approval for two months, no response, how can I do?

8713
Darius Koodo
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Allan_613Connector
asked in Purchases & Returns
Samsung Galaxy A16 E-Sim Feature

Does your Samsung Galaxy A16 have an E-SIM feature ?

556
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App Play
App PlayConnector
asked in Purchases & Returns
All my credit cards say this and won't let me pay. What a broken website

"We were not able to process your payment. Make sure all information is correct or try again with a different credit card."All my credit cards say this and won't let me pay. What a broken website

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ChevysBeginner
asked in Purchases & Returns
Current promotion

Why start and advertise for a promotion if you don't have any in stock? I have been waiting patiently and three times I have seen the Samsung Galaxy S23 Ultra with 256GB advertised at a price I can afford and right from the start of the promotion it says it is out of stock. I have called and spoke with reps asking when it will be in stock and never given any answer. All I get told is to look and select something that is in stock. But this is the phone I would like.  Not to mention the frustrating fact that I have paid for extended care on now 2 different phones and never got any satisfaction from your so called insurance carrier Assurion and out all the money that I paid you for those 2 phones and still paying for the one that I don't even have anymore. I would think that a company that I have been with for over 8 years now would do a bit better for their customers as it seems this phone only happens to be ìn stock when not on sale.  So am I to assume once again this particular phone w

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WestCoastKathOrganizer
posted in Purchases & Returns
Phone lost by Koodo and I'm being told 30-45 business days AFTER already waiting A MONTH!!!!!!

There are not adequate words to express my frustration and fury with Koodo after a decade of loyalty and the worst customer service I’ve experienced with a service provider. The phone was ordered Jan 5/25 on a boxing day sale so now I can’t even shop other providers who might have similarly advertised deals. This one was phenomenal IF ONLY I actually got a phone. From the moment It was ordered EVERYTHING went wrong:No confirmation email received (somehow my email was “bumped from the system” despite getting my bill notification just fine) so I had no order number AND no tracking number.  Schedule a Koodo Assist call, first one available is two days away. Get a call, get an Order No. (learn my email was bumped out of the system, can’t explain why or how), get transferred to another agent because the one I dealt with could only help me if I’d ordered the phone over the phone, I’d ordered online. I’m placed on hold and when the call connects, “We’re sorry, our office is now closed”. It wa

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Ramez Adly
Ramez AdlyBeginner
asked in Purchases & Returns
Getting a prepaid plan with eSim before entering Canada

Hello. I'm not Canadian but I'm moving to Montreal soon. I'm wondering if it's possible to buy a prepaid Koodo plan and activate it with eSim before entering the country so that I immediately have cellular service and data once I arrive at the airport. If so, does the start of the 30 days of the plan start right when I purchase it, or when I actually activate it on my phone? Thanks.

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Laurent Vitalis
Laurent VitalisBeginner
asked in Purchases & Returns
Need a new device, really confused

Here’s the situation. We are a family of 4, we all have separate phone numbers and our own devices.One phone broke so I figured it could be cheaper/easier to get one from Koodo.I go to the desired phone page (Pixel 8a) and there are way too many choices.Tab Plus, Tab Mid, Tab Basic…Tab Plus and Tab Mid appears to be exactly the same, 1.07$/month for 24 months.Tab Basic requires a downpayment of 344$ and then costs 10$/month for 24 months.Please explain : How can Koodo offer me a 795$ phone for 25.68$ ?What’s the difference between Plus and Mid ? The numbers are exactly the same !Who would choose Tab Basic or buy the phone at retail price over Tab Plus or Mid ?This is so confusing...

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stephthetiredBeginner
asked in Purchases & Returns
Want to buy a new phone but isn't letting me keep my current plan

Hi,So I’m trying to buy a Google Pixel 8a outright, and I’d like to keep my current plan because it’s just honestly more ideal for me, but every time I select “keep your current plan” I get directed back to the order page and it asks me to select a plan...which I already did and even if I click on keep my current plan option it goes right back. The paradox continues.I’ll attach a picture of what I’m seeing because it’s saying “null” for my messaging so something is definitely up. And also I’m upgrading from a Google Pixel 4a and I don’t know if that has to do with. Hopefully the issue is just something I’m not seeing but I would really appreciate the help!(Edit: Sorry I forgot to attach the picture too many distractions around me xD)

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Flo Koodo
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SiqiCoach
asked in Purchases & Returns
Question about my plan

A month ago, I placed a tab order. When placing the order, I was forced to change from the 34$ plan to the 49$ plan. But because the delivery date of the phone was delayed a lot, I had to cancel the order. But this plan did not automatically change back to the previous 34$ plan. How can I change it?

261
Flo Koodo
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GtroupBeginner
asked in Purchases & Returns
Proof of purchase

I bought my phone back in last March and need proof of purchase now. Google told me to call Koodo and have them email it to me but I cannot get by the chat bot and it doesn't allow me to ask about proof of purchase 

181
Darius Koodo
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m0220smithBeginner
asked in Purchases & Returns
Lost Phone - ordering a new one

My husband lost his phone. If I order a new one online through Koodo will it automatically come with a new SIM card and will I be able to activate his new phone without having the old one? I’m trying to avoid having to pay the $70 activation fee on top of having to pay for a new phone plus a more expensive plan because of course his old plan is no longer available.

181
Darius Koodo
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Stacef1984Connector
asked in Purchases & Returns
Tab Balance

Hello, I took over my dad's phone with my phone number. I am an apple user through and through but this is an Android. I would like to switch. My question is my tab balance says zero but when I go I to it it has a negative balance, if I upgrade my phone will I have to pay the balance or will it just be added. I think it will be added to my bill but not sure.

495
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MsBrunoBeginner
asked in Purchases & Returns
pre owned phone colour change

I just ordered a pre owned phone from a kiosk in the mall but changed my mind on the colour🤦🏼‍♀️how can I contact Koodo to request the different colour phone

281
Dinh
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Nichole902Beginner
asked in Purchases & Returns
Required to Verify Purchase - Unable to speak to anyone

I received an email that I had to verify my purchase and received the call 10 minutes later. I missed the call as I was not expecting it.  The email mentions scheduling a callback but the assistance tool will not allow me to schedule a callback and gives no other way forward. “ You can also go to Koodo Assist to schedule a callback from a live rep. “ 

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Cdontario21Beginner
asked in Purchases & Returns
new google 8

Does anyone know when I receive my new google 8 phone from koodo, will it be unlocked

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