Managing your Services

Hello,I did set up my Koodo account with a rep on the phone and it seems that some communications (messages and emails) are coming in French instead of English which is my language of preference (odd because the voicemail service is in English so properly set on that end). Is it possible to have the language switched to English please? 

Looking for a plan while on a cruise to Rome France and Spain

We are in Spain and the phone was stolen. How can we report this and order a new Sim? We tried all day but they will not give call back to European number. Very desperate and worried. 

As the title says, i’m being told that “Looks like this account has already been linked to another email address. You’re still waiting for permission from the owner of that email address. We’ll email you once you’re approved.” it’s my email address. How do i get to my account to transfer my number?

I have been trying to add the free perk to one of my phone lines but it won’t update.  For my line ending in 8247 I have been trying to add unlimited international calling (and have now incurred long distance because I thought it was there when I took the plan). 

I started switching my line from prepaid to postpaid to be able to activate international roaming as I am currently in the UAE. To finalize the switch, I understand I need to reply "YES" to a text message sent to my own number. However, since I'm currently travelling in the UAE and my Koodo number has no service I cannot receive or reply to that text.My prepaid login no longer works, and I can now only see a partial postpaid account when I log in, which says "order in progress" and gives me only basic access. (I hope my number didn’t get lost.)How can I activate the new postpaid plan to then be able to activate international roaming to then be able to use my number here in the UAE?

Hi, I’ve been suspending my account for the past few months, and now I’m trying to set up a new phone plan. I tried using the Koodo Assist chatbot to get connected to a live agent, but it kept failing and wouldn’t transfer me. Can a rep here help me out directly with plan options? TIA

Hi.Just signed up for the first time (ever) for a Koodo Mobile plan, with the project of porting my existing mobile number from another provider (that step has yet to be started)After signing up, I received my Service Agreement by email (my very own, personal email address) with an account number and what will be a short-lived mobile number.I then proceeded to register for Self Serve as instructed, i.e. using (1) the 8-digit account number showing on my new service agreement, (2) my postal code, which is the same as figuring on the Service Agreement, and (3) my email address, which is also the _exact_ same email address as the one used for signing and at which I received the Service Agreement (i.e. no "+" part or anything like that).Now, for a reason that no help article or past community support can explain, whenever I log into Self Serve I'm being stopped in my tracks—and stuck, really, prevented from doing or seeing anything on my account—, being only shown the following message: « 

Can’t verify my account on Telus device care 

/* URGENT */Title.I did make 2 or 3 promised payments of $ 82.40 in April~May, but they do not seem to be reflected on my bill which is why I am reluctant to pay in full.I have financial stability to pay the bill now, but I would like a detailed breakdown of my bill reflecting those payments as I think I am being robbed of $ 164.80 or more.Thank you.

Hi,I changed out plans over a month ago and setup autobank payment but the $10 off both plans didn’t apply their discounts correctly.

My bill is charging for roaming when we have not left the city let alone the province. Coincidentally the bill is exactly the same as the one from last month when we did leave the province and deserved roaming charges. Very frustrated customer here.

Hello,I want to express my appreciation to Marvin for helping me resolve my billing issue.:) :) RegardsVB

Hi,Can a Koodo rep/support person confirm for me if MMS is covered on the Europe Easy Roam Travel Passes? My plan includes unlimited talk and text (both SMS and MMS) in Canada and I’m planning to add a 14 day Europe Easy Roam Travel Pass but the documentation is unclear.I don’t know if “ Note: Picture and video messages (including iMessage) use data, so they count as roaming” means“MMS messages will come out of your data allowance” or “MMS messages are charged per-message at expensive roaming rates” or “if you receive an MMS you’ll be instantly switched to roaming” (which is OK, I plan to use the roaming, hence why I’m adding the travel pass).Can you please clarify:Will I be charged if I get an incoming MMS message from Canada while in Europe? Am I charged to send an MMS message to Canada from Europe? If the answers to those are “sometimes” can you please provide the details e.g. only if you are over your plan’s included monthly data or some other stipulation? Does unlimited calling an

Hello out there - we signed up for the Stream+ Premium bundle this morning, and we are now stuck on the activation. More specifically, we are not Koodo mobile or internet customers. From what we can gather, we need to set up a self serve account to activate the services, but we seem to be caught in a loop where it asks for a mobile number and sends verification via text but the text doesn’t come.Not sure if we are supposed to wait for self serve account setup to be done, if we missed the self serve account setup, or if there’s something else that needs to be done. To reiterate, we are not Koodo mobile or internet customers and, at least from what we’ve read, you can sign up for Stream+ even if you’re not a Koodo customer. we tried the digital assistant but didn’t get any satisfaction there.

I went to a Koodo kiosk in a local mall to purchase a pre-paid sim card. i paid for it, brought the sim card home and installed it into the phone but when it tries to sign into the Koodo network i get a screen that shows the address https://www.koodomobile.com at the top and then says “You are unable to access the web because of one of the following reasons”  followed by a list of reasons that all suggest dialing *611 as a solution.Unfortunately dialing *611 (or any other phone number) doesn’t work. it doesn’t connect. I have an email that was sent at the time that i purchased the sim card that says it’s activated and I was under the impression that all i needed to do was install the sim card but that does not appear to be the case. I attempted to create an account with the self-serve portal but account creation requires a phone number and while i did see the number briefly on the computer screen when the guy at the kiosk was ringing up my transaction, I didn’t write it down and the mo

I recently signed up for a bring own your phone plan and I never got email with a QR code, I can’t receive text messages from the new number until the esim is activated. 

My Disney plus recently started asking for a subscription plan. I pay for this through koodo.  I would like this fixed or I don't think I'll be paying for it anymore as well be reimbursed for last month and this month. 

I have been a customer for a month, just had my first bill. I have not been able to add any perk to my account. I have tried all the troubleshooting- different browser, incognito modeI can’t talk to a rep because the chatbot is useless and when I try to connect I get ““xavlab.xyz” refuse to connect. 

I’ve signed up for an additional phone line and its not letting me Pick My Perk. I get an error message when I try.

HIIf I turn off data for the Koodo line on my iPhone and have no data roaming package paid for on Koodo can I be assured I will be charged only when actually using voice or text?if I pay for call forwarding are texts also forwarded? The faq says to turn on airplane mode, clearly a non-starter, but I know my wife kept getting daily charges until she did that and it was like $16 per day and she didn’t even use the phone.i travel for long periods, I have an international SIM for data and a tcp/ip phone number app. Occasionally I do need to answer an incoming call or receive those infernal dual factor texts, that’s all I need Koodo for when out of country but I do need a way to keep in touch with that number  

For how long is the pre-authorized plan discount offered if I decide to change it? 

I joined Koodo last week and have tried several times a day to pick a perk. Each time I get the same error asking me to try back in an hour and after that use Koodo assist. I’ve tried Koodo assist and pressed the button to connect to a rep and told to wait for message or email that never comes. How do I connect to a human?

I have internet. Why does it not show the upcoming bill date on my account. I’m a new subscriber and don’t know what payment will come out of my bank acct. 

I recently adding a phone to my plan and then  I received a notification that my perk has been changed. When I look online and try to add Premium voicemail, the next screen says no perk is added. Koodo Assist is useless, I’ve tried on my phone and on the browser to connect to a rep, and it fails everytime. They really need a number esp for people who are less internet savvy or for when Koodo Assist is failing like right now.