Managing your Services

I recently changed my plan based on offerings from the flash sales that ended yesterday.  Previously I had 3 day international roam as my free perk.  Now my self serve has a notification to pick my perk, and it pre-selects 3 day international roam.  When I go to confirm, it now says “no perk selected”.

We travelled as a family to Mexico in March. One out of four of our phones has extra roaming charges even though her phone was not used. Two different days for one minute. Can someone please look into this for me? Thank you 

Hello. I recently ported a number to Koodo but I cannot add a free perk. I can select the perk and confirm that change but never receive the expected email. I see others have had similar problems. Any help would be appreciated.Thanks.

I keep getting error trying to change my free perk to premium voicemail, and to check back in an hour but it’s been a few days and I’ve tried numerous and at various times. Thanks.

       I got a phone call from Koodo that I missed.  How I wish I’d let it go.  I ended up being pressured into getting a ‘bundle’  (Netflix,  Amazon Prime and Disney)  that I didn’t really want. On top of which, it would go on my credit card,  which I am TRYING to pay DOWN.     I finally found how to cancel the bundle promotion, but I just want to make it clear that the customer needs to be respected.  “It’s ONLY this much a month”  sounds fine until you end up with a credit card bill you don’t want.  Those “ONLY”s add up! I am trying to pay my bill DOWN and I have enough to deal with,  never mind adding what I don’t want.    Understand;  NO MEANS NO.  If a customer changes their mind later,  the item can be added on.  In the meantime, if the answer to a promotion is NO, then that NO should be respected.  The surest way to lose

I recently switched to a different cell phone carrier and I got my last bill from koodo and I’d like to dispute my bill. I’ve tried to use the ai assistant but since my number is now with a different carrier the ai bot wont let me sign in as it says my phone number isn’t associated with a koodo account. I can log into my self serve but I can’t get ai to sign me in the chat to get to speak to a real person. Can someone please help?

I have a monthy bill that has charges for Inmate Caling. I have had several calls with an inmate, however these hae been paid for using a credit card. I wish to know why Koodo is also chargingme for this whenI have unlimted calling in Canada?

Hi,I recently ported out my two phone numbers from Koodo Mobile and cancellation; however, I have received a billing statement afterward. 

I can’t login, I get asked to change my password but when I click I get asked for a username and password I don’t have. 

3 agents have not called during scheduled call backs. 1 agent did, AND THEN HUNG UP and didnt call back. One agent responded to my previous community post on messenger, but then the Koodo system stopped letting me reply in the thread (I tried on multiple browsers and internet connections too!)Somebody needs to CONTACT ME 

I signed up for Stream+ Basic, when I launch Disney+ Standard with ads though Koodo to enable Disney+ it asking me to choose a plan that looks like I need to pay $8.99 on Disney+ website. I used a Private/Incognito window with same results, Brave Browser on my phone with adblock turned off does the same thing. Netflix Standard with ads & prime worked.

I spoke to an agent several days ago and after re-confirming multiple times that I wanted to cancel my account she said it would be cancelled immediately but I did not receive any confirmation and the phone is still active. Is there some additional step I need to take? Does Koodo conveniently “mess up” the cancellation trying to get any extra month out of the customer? Has this happened to anyone else?

I setup autopay with my visa card in self serve.Will the autopay discount be credited back to my visa card after payment is withdrawal?

Hi, I cancelled my account last month and I see an additional charge for international call. But, I also see an auto pay cancellation fee, can someone help me with this?

Hi,I recently ported my number to another provider, and now my number is not recognized in your system.I am unable to log in or reach support via phone/chat. I need help regarding my final bill.

Trying to change my plan but when it pops up to choose a free perk, whether I choose one or not, it will not let me proceed. I have tried clearing the browser cache, different browsers, and incognito mode all per suggestions on other posts. Not sure what to do.

Hi, I just new joined Koodo, but got a perk issue. When I selected  “3-Day Easy Roam International”, I got message “Your plan has been updated “ but I’ve never received any confirmation email. Also there is no perk selected. Would anyone be able to help  please? Thanks!

Good afternoon,   Would you kindly check on my account re: activation of my European 30 day travel roaming plan for $60. My husband (math man) has said he has had trouble activating the travel roaming plan and has asked me to post this request to confirm that it worked for me. I activated the plan from the web site koodomobile.com on April 1st. I received confirmation showing the doughnut with pink icing and sprinkles, so I think it worked for me. I will have started to roam in France on April 2nd around 10:00 Central European Daylight Time. Thank you for checking.

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Stream+ issue, text message go 24 months for $10 a month for new Koodo members. Got it all set up, went to activate and clicked the wrong button on Netflix to which it switched to $20 a month. Tried contacting support for help to rectify this error. Used Koodo Chatbot initially to solve my problem but it didn't. Kept me going in a circle until I gave the right prompt, to which it said. I would get a call from a representative. To which Koodo was not open it was after supper but I didn’t know they were closed, so the call ended and left with nothing. Had to go back to send an email that it said was the right place, it wasn't. That was Friday in the next Monday I had to go back in again and in circles and finally got to an appointment. Talked to the guy and he said had no history of said offer, yet I have a text message with the offer and codes from Koodo which worked. The coupon successfully applied and everything.  Was given no resolution, had to go through it one more time later th

Hi there, I got my Sim activated yesterday with march 31 flash sale 25$ 80 gb plan. I did setup my account online, added the banking information, successfully ported my number from rogers. However, one last thing to add a free perk is not going through. I tried adding unlimited long distance pack multiple times but never succeeded. I haven't received any confirmation email yet. ​@Darius Koodo please help. Need to get it done ASAP.  Wondering if you need my details to look up the account 🤔 

This is the first time I’ve needed customer service from Koodo and it is very difficult. I have an account for my kids’ phones. My child is travelling with a school group in Europe and I went online and purchased a 30-day Travel Pass for her phone number. However, when she landed in Germany, she got the standard roaming message that she will be charged $18/day. When I go online to check her account and add-ons, the Travel Pass does not show up. So I tried adding it again today. Again, nothing is showing up in the self-serve web page. I’ve tried Koodo assist, and that is completely useless. I went into a store, they said they couldn’t show me anything. I cannot use the chat function, as it is my daughter’s phone. This is so frustrating. I don’t know what to do to figure out if she’s on the Pass.

A Koodo rep called me as per our scheduled callback, but then hung up and didn’t call back.I tried reaching a rep through chatting back in as well as calling back in. The chat AI won’t recognize my account despite all the correct information, and won’t connect me to an agent. The phone support line had me book another callback - but then the agent didn’t call during the second scheduled callback.I just moved to Koodo and am trying to transfer my phone number, but the Koodo side of things is throwing a port error. A Koodo rep needs to resolve this error with the port request.My last provider is offering me the same deal as Koodo to get me to come back, how can Koodo drop the ball like this, extremely frustrating

I am having the same problem as described here After switching the plan, I cannot add a perk. I think this is because my previous perk was “Unlimited international SMS”, which is now included with the new plan. I cannot remove that perk to add a new one. I want to add “3-Day Easy Roam International” as my free perk.To clarify: I tried waiting a few days after switching the plan. I tried the incognito mode in Chrome as well. If I go through the changes, I get “Your plan has been updated!” but I get no confirmation email and changes do not stick.Could you please assist with this?

After switching the plan, I cannot select the “3-Day Easy Roam International” perk. If I go though the changes, it says “Your plan has been updated!”, but I get no confirmation email. And if I go back to review the plan, it shows no perk selected. Would somebody be able to assist? Tried in the incognito mode in Chrome, with the same result.