Managing your Services

New. Activation, never received eSIM or email.

Hi everyone,I’m hoping someone can help me with a frustrating issue with my son’s Koodo Prepaid account.His SIM card suddenly stopped working, and his phone showed “No SIM.” When I tried to log in to Self Serve to check the account, I received an incorrect password message.I reset the password successfully, but the account immediately showed “User Locked.” I’ve since reset the password again using different devices, but the account is still locked.I also purchased a replacement SIM card from a Koodo store, but I can’t transfer his existing number to the new SIM because I can’t access Self Serve.I’ve tried Koodo Prepaid Assist multiple times. Even when I select “Speak to a rep,” it asks me to sign in before scheduling a callback. This leaves me stuck in a loop.Could a Koodo representative or community moderator please help me arrange a callback without signing in, or explain how to unlock my account?We really need to keep his existing phone number.Thank you so much for any help!

new e sim not working was showing ‘activating’ for the longest tie. now its not showing on but no network. whats a waste of time. to activate an account they ask for the koodd number but the damn number is not active so figure that outnow cant even talk to a rep with out ai bullshit

I am trying to cancel mg line, because I had to leave Canada for good. I tried messaging them on facebook, and they told me to call them. How can I call them if Im outside the country. Do they have an email? Please help

Hello, I got my new bill via email a few days ago. And now I’m having the opportunity to look through it, and I see I have an overdue balance and a late fee! I go back in my emails, and I find I wasn’t sent an email with my bill for last cycle. I’m newer to Koodo (March of this year), and I’ve gotten my email reminder every single time except this once. I know it’s my responsibility to pay for services, and I gladly do so, but I use the emails as my reminder to do so! I acknowledge that setting up pre-authorization would fix this, but I do not like doing that for any services.Has anyone else experienced this? They were able to send me a promotional email in last billing cycle, but didn’t bother with my bill.

I have a roaming charge on my bill for Sept 26. Did not leave the country. Was by lake erie on Canada side. Put phone on airplane and still was charged. Please remove-Patrick Buckley 

Hi,I see someone already posted this but I’m having the similar issue. The only difference is that I never received any email confirmation from Koodo.I called Koodo customer service couple time already and they all advised me to contact PM. After I did that, PM is telling me the transfer process is completed and the phone number is released to Koodo.Please help me get out of this problem.

1--I’ve been double charged for Koodo Stream Plus 42.94$ per month on my credit card--which ended in August 2026 (but paying this since Aug 2024--cost did increase)---this includes Disney+, Netflix, Prime etc.2--I’ve been paying for Koodo Stream plus 16.94$ per month on my credid card--which ended in August 2026 ( but paying this since Aug 2024 - cost increased) --this was for Apple TV.3--And ON TOP OF THE ABOVE also paying 39$/month on my KOODO bill for Stream+ $39.00 (Apple TV+, Netflix Premium, discovery+ ) since August 2024.*I want to be reimbursed for the extra that I was paying for no reason.**There was no reason for paying Koodo Stream plus 42.94$ on my credit card AND 39$ on my Koodo Bill!!!!I appreciate your reply!

I just received a new iPhone 18 Pro Max, and was able to transfer data from my old iPhone XR with no trouble. However, I have been unable to transfer my eSIM at all. I have been left with no eSIM on either phone, no cellular service on either phone, and all of the step by step guides I have used haven’t resolved my issue. I have been waiting for hours to hear back from support. Is there something else I can do, or do I just have to wait to hear from support?

There is no cancellation option on my Kodoo Internet self-serve.When I try to schedule a call back through kodoo assist, it tells me to contact them during business hours.What is the point of Kodoo Assist and the callback option if it is only useful during business hours.If this isnt resolved this morning I am cancelling all of my Kodoo subscriptions, taking my business elsewhere, and leaving negative reviews anywhere I can.

How come my detail usage logs shows some phone numbers and not others.  Both for minutes and texts

currently I am a monthly plan customer with Koodo, and i think prepaid plan is good for me, not sure if I am qualified for this 159$/40G prepaid plan?phone number will be kept so how to define “new activation”? a new customer to Koodo, or a new pre-paid plan user?

When i log into my account it says my account has already been linked to another email.Waiting to be approved?I don't have another emailHelp

What happens if you use up all your data before the 365 period? Are you still able to use data at a slower speed?  

I've been trying for 3 days to connect with a representative, I'm able to talk to the AI assistant, but it fails to connect me with a representative every single time. Any recommendations? I also attempted to get a call back, that also didn't work.

Please instruct how to do this online or who to contact?

5Hi, I recently purchased a new phone from Koodo and switched over from Chatr. When I signed up, I specifically requested to keep my existing Chatr phone number. However, after activating my Koodo eSIM, I noticed that I have been assigned a different phone number. I would like to keep my original Chatr number and have it transferred to my Koodo account as originally requested. Could you please check the status of my number transfer and help me complete or correct it? If a new Koodo number was activated by mistake, please help me resolve this without losing my original number or affecting my new phone plan. I would appreciate speaking with a live representative from the number transfer team.

I was charged 109 for my monthly bill when its only supposed to be 30 bucks, why did they take so much?? And can we please get rid of that koodo assist, i wanted to talk to a real person to figure this out but apparently that bot keeps saying it has all the answers (it doesnt) and wont let me talk to anyone else 

I’m looking to buy the OnePlus 15R CPH2771 which is the North American version but I’m having trouble confirming it will work on the koodo network after March.  Does anyone know if it will?  OnePlus is not on the whitelist that I’m seen published and you can’t search the IMEI number until you buy the phone which would be to late.  Is there anyway to find out?

The related topics page brings me nothing at all it brings to a webpage not workingI expect something cause I’m considerably thinking changing company. I have been a loyal customer since 12 years always paying in time yet no agent can find me a deal for a phone. The price to change a phone is exorbitant. Why ? Whe clearly do not feel loyal or cared for in those type of situation 

I was charged $9,000 on my TD account even though I don't have an account with Koodo.

Dear Koodo Customer Service Team,I am writing to request the cancellation of my Koodo Mobile service because I have permanently returned to the Philippines and will no longer be using my Canadian mobile service.As I am now outside Canada, I would appreciate your assistance in cancelling my account remotely, effective as soon as possible, to prevent further monthly service charges.Please also provide the following information:Confirmation that my mobile service and account have been cancelled. My final bill and any outstanding balance or cancellation fees. Instructions on how I can settle any remaining balance from the Philippines. Written confirmation that no further recurring service charges will be applied after cancellation.My account details are provided below for verification:Full name: K***e N***n Koodo mobile number: 36* *** ***9 Email registered to my account: k***@gmail.com Requested cancellation date: As soon as possibleI am currently residing in the Philippines and cannot at

I have cancelled my Koodo subscription in March, 2026.  Please be advised that I have previously returned any equipment I had via Canada Post as instructed.  

Customer support EVa refuse to call me concerning my new stream subscription it a night mate.one of the problems is Disney app only gives me a French page I cannot change it to English or even get a password to launch it yet ai live in ontario

i cant scan a code for the esim or i cant transfer from old phone because its broken How do i get my eSIM on my new phone?