Managing your Services

I’m considering switching to Koodo from FIDO and the plan ($60/month for 20G) says on the website description that “Pay-per-use rates apply for multimedia (picture and video) messages. Excludes premium and subscription-based messages.” What does that refer to?

Hi, how are you? My name is Jenna and I am a Koodo client during summers but live out of country. I keep my phone on travel mode or whatever when I am abroad so that I can keep my phone number and buy a package each summer when I am in Canada. I am trying to arrange the travel hold, but am unable to do so online. A representative from Koodo gave me a phone number so I could arrange this when I returned home last month, but when I call the number a recording tells me I should go to the website and have the robot call me. As you likely know, this option is only available for Canadian phone numbers, so I have ended up in an endless loop of calling and being hung up on by the recording, or telling the robot to please call my Colombian number and being declined this option.The robot suggested I try Facebook and, while this feels incredibly unsafe and irresponsible, I think it’s my only option to try to change my plan to the travel freeze setting for the year.  Please help!Jenna Humphrey 

When I try turning on Wi-Fi calling on my Iphone 8 I get a pop-up from Koodo says Step 1 of 3. When I enter my address in step one and hit enter it just goes back to step 1. Everything is filled out correctly. Cannot get past step 1.

Hi! My plan was on hold when I travelling. Just selected a new plan in self serve. Tried many times turn on off phone and remove SIM card, only SOS showing on the phone. Need help!

We’ve got a phone number with a starter plan (250MB / 100 min).  Unfortunately, the self-serve usage page doesn’t show the correct information.  It shows “unlimited” minutes available so it’s impossible to tell how much time has actually been used.  We racked up a huge bill a couple of months ago because this page showed “unlimited” but it was quietly adding huge amounts to the bill.  Now we’re trying to check to make sure that we don’t go over the limit again but it’s impossible to tell.  The “details” view shows incoming and outgoing calls without any differentiation so we have no idea how close we are to hitting the limit.  Can this be fixed to show the correct limit in the usage tracker?   

Hello, I am currently overseas and have upgraded my phone and want to transfer my esim to the new phone. I still have my original code etc when I originally installed it on my old phone.  Can I transfer it to my new phone ? Thanks 

Hi, I am trying to pay my first due bill through my International credit card. Whenever I am doing it a message appears saying “error occurred”. What should I do?

Hey so I had the 10gb for $60 and I consumed it all 10 days before my bill cycle, so I upgraded to the 20gb for $60 because there was an offer. I have been using data since but my usage is 0. How is this? Am i being charged extra for each mb? Or will I be charged for the next one?

Hey Koodo Gang, There are 3 subscribers on my account.  One of the plans has been on seasonal hold for over 4 years.  I would like to delete/remove that phone number (subscriber) from my account as it was my son’s and he no longer uses it.  How do I do this?

I live in a very rural area and my cell connection is weak at the best of times unless I go to a specific location. During a power or internet outage, I would be able to message on FB or get my emails but ever since that Rogers fiasco, all I can do is text or phone. I work from home and need to be able to check my emails at the very least. Even going outside and away from my house only gives me one bar. In my specific location inside, I can get three bars but nothing loads. Very frustrating to say the least. I’ve used a VPN over the past year but we never really had any outages until that Rogers mess recently. Could that be an issue? I tried turning it off but it keeps turning back on. 

There is a charge on my latest phone bill for $14.99 for an “event” itemized ccsupport.biz.  We have no idea what this is, and it appears to be impossible to talk to anyone from Koodo.  Any idea what this might be for?

I recently move my plan to this plan of $60 per month for 20G. I got 4G instead and it’s annoying. My previous plan was $48 for 5G. 

How is the time when calls and messages are sent or received reported in self-serve?  The times appear to be unreliable.  For example, todays usage shows I made a call at 636 am when I know I didn’t.  

I have 2 lines on my account. Mine and the other number is for my daughter and I would like to move this number under her name. What would be the process?Thanks

Hi, I am wondering how can I get a charge reversed. I am currently in the USA and got my bill. I used Easy Roam for 2 days but I am being charged for three days. I do not want to turn on my phone to call Koodo…. can I request support through social media?  

Hello every one,I am outside my country (Canada) and I put temporally my phone on seasonal hold ( paying only 15$ per month). I will be in Canada tomorrow , back from abroad , and would like to activate my phone on the old plan to use once in Canada. Can i only change plan and the phone will be activated on the spot or do something else? . Thank you so much

I have unlimited minutes and I was billed $28 for airtime. How do I get this refunded, does anyone know how to talk to a human at Koodo without having to wait two days?

I keep getting an email about paying a balance . But I don’t recognize the account number. It’s from this email. Can anyone help?

$462 how much I have left to pay off my phone. $33 a month is how much my phone costing me.14 months remainingTab Bonus balance:−$58.30.     <--- what is this?Tab Bonus reduction: $4.49 / month    <--- If I pay off my phone is it just $462?  What does the $58.30 ?  Do I lose $58.30 for paying off my phone at $462?  Do I lose $4.49 a month off the cost of my monthly phone plan? Thanks

Hi there I just seen the email saying my account was disconnected, I lost my phone and sim card back in March and have been unemployed up until last month so I haven't been able to get a new one hooked up yet but I tried to pay off what I owe Koodo yesterday but I accidentally sent it to the wrong Koodo account number. I already had one saved in my payee list on my online banking and I sent it to that one. I signed in to my Koodo account afterwards and noticed that it was telling me to send the money to a different account number. (I assume the account number changed when my account got disconnected?) What can I do about this? Are you guys able to transfer it over to the proper account number? It was a very significant amount, $673.94 so I either need it transferred to the right account number or refunded so I can pay it to the right account number.

I got a second line for my ex boyfriend (silly, I know). We broke up and he does not use the number however I signed a two-year contract (just over one year remaining). I no longer have a contract for my original line but have been using month-to-month services for a long time. Can I transfer the terms of his contract to mine? If so, can I keep my number?

I just came to Victoria several days ago. I got a Koodo telephone card yesterday. When I want to prepay the bill online, the system told me that I have to have a Canadian credit card. Can I repay my bill in a Koodo store? Thanks.

I am trying to contact a real person in customer service to correct a roaming fee of $10 charged to me while in the USA for 4 days. Unable to schedule a call back with the Self Serve assistance, it just said agents are busy to call back now, then nothing, no option to actually schedule a date & time?? Calling the toll free number basically just refer me back to the Self Serve, then hung up.Any other suggestion on how to correct this with someone at Koodo??FYI: my phone was put in  Flight Mode at Pearson before departure and remained in this mode until I returned 4 days later. My Data Roaming is turned off - all the time. The data usage on my account confirms this.

I would like to switch plans with my wife but keep my phone and my number is this possible? 

Hi,I had my Koodo mobile since before PC mobile merged with Koodo. For some glitches might be I don't have access to my self-serve account. I don't use koodo anymore, my connection has been disconnected. Due to some medical emergencies, I had to return to my home country abruptly. Now I have some amount pending with Koodo. Now how do I pay the due amount via international payment? FYI, I don't have my complete account number. However, I do know the phone number. Any help would be greatly appreciated.TIA.