Skip to main content
Koodo Community
Community

Managing your Services

The place to ask all of your Koodo related questions

3926 Topics
Matt Frepp
Matt FreppBeginner
asked in Plans & Add-ons
International Roaming

I’ll travel to Europe shortly and understand that roaming will cost me $15 a day. What is not clear is this: When I call a number in Europe, is it the same as if I would call from Canada? Same charges apply on top of the $15? And I have to dial the country code, area code and phone number?And if somebody in Europe calls me on my Canadian cell-phone number, what if any charges will apply? To them? To me? Do they have to call my number starting with the US-Canada country code? 001 in Europe.Any clarification much appreciated.thanksMatt 

5644
R
2 years ago
E
Ellen1234Beginner
asked in Billing & Payments
Paying the bill time constraint

what time is the bill due by on the due date, I want to make sure if I pay on the due date I won’t be charged a late fee. Is there a cut off time? Thanks

832
D
2 years ago
Andy Miceli
Andy Miceli
asked in Billing & Payments
former member

I got a new number from Freedom and didn't know was still being billed by Koodo. What do I do ? Thanks

301
M
2 years ago
Y
YmoBeginner
asked in Billing & Payments
Easy Roam - Can Koodo unilaterally change my rate?

I had Easy Roam from a few years back and my rate was always $9/day and was still charged $9/day until March 2022 and then in my April bill the charge changed to $11/day but I was told by a Koodo rep that the rate wouldn’t change if I don’t make any changes to my account. That’s why I never took advantage of the $60/month promo. Is this something that Koodo can unilaterally change without any notice? I wouldn’t know if I didn’t check my bill for other charges. 

1283
Y
2 years ago
B
Boomer60Connector
asked in Other
MMS messages not opening when in the USA

when I am in the USA, and I have Easy Roam USA on my phone.  I am supposed to receive unlimited texts.  When I get some texts they are labeled on the side MMS and the text box says No Subject, Message size: 1KB and an expiry date.  Why do these messages not come through so that I can read them?  I only get some messages in USA, because I can’t open them I have no idea what they are.   I get all message no problem when I am in Canada.  thanks 

1833
Timo Tuokkola
2 years ago
T
TharshiBeginner
asked in Billing & Payments
Surprise add on charge

On my latest bill there an extra charge for an add on called 1000 min International LD. The thing is I have had add on for a year and a half and they never charged anything. It was free all along and now out of nowhere they are charging me for it. I have 2 numbers with them both have this add on but they are charging me for one of them. Why would they charge me if it was free all along?

3636
Flo Koodo
2 years ago
1
123idk456Connector
asked in Billing & Payments
Cancelled due to non-payment, how to reconnect after paying the balance?

Just paid the balance on my account, after it was canceled due to non-payment. How do I reconnect my services? I have no service currently. 

16418
1
2 years ago
C
chrislee0815Connector
asked in Billing & Payments
Can't setup pre authorized payment with my credit card

I keep getting error when trying to setup pre authorized payment with my credit card.An error has occurred.Oops! Something went wrong. Please try again.Can you please help me with this? 

5085
D
2 years ago
S
seher.alam1Beginner
asked in Prepaid
cancelled prepaid number

I was paying once every 90 days to keep my prepaid number alive. I missed the payment last time and due to inactivity for over 90 days my Self-serve access and number is lost. Is there any way to get a new prepaid SIM with the same number? or to keep my old Prepaid number?

1751
Sophia
2 years ago
T
ThranduilienBeginner
asked in Billing & Payments
Bill went up with no notice

I was on the $35 for 5gigs since I switched over from PM awhile ago.  With taxes it was $35.20 and all of a sudden, with no notice it has gone up to $44.80. I checked my emails and texts and I’ve got absolutely nothing. Does anyone know what is going on?

13857
G
2 years ago
D
DogeCatBeginner
asked in Self Serve
Flip Phone

I want to know what flip phones Koodo still supports - I do not want to replace my old one with a smart phone - I want to continue with a flip phone 

6802
M
2 years ago
J
Jen00Beginner
posted in Billing & Payments
i want to chanage my bill payment

I set my monthly payment with mastercard. I want to cancel my pre authorized  payment  I just want pay bill by my self through bank

531
Dinh
2 years ago
A
ammyamazingBeginner
asked in Billing & Payments
Moving from Ontario to Alberta - Tax Question

As I said in the subject, I moved from Ontario to Alberta and would like to change the way I get taxed.. Not sure how to do it in the self serve - billing address has been updated to Alberta address in the Self-serve. Thanks 

1082
A
2 years ago
L
LendaBeginner
asked in Billing & Payments
How do i get rid of add ones that I did not ask for or authorize.

Two add ons were put on our 2 lines. I for my husband and 1 for me.  How do I get rid of them and get a refund for the month?

464
Sophia
2 years ago
D
DavidKerrBeginner
asked in Other
"Overcharge return"

I got a text from 1(999)999-9999 saying they were returning an “overcharge” amount. Is this a legit refund, or a scam?

26159
Sophia
2 years ago
C
ChrisowhyAll-Star
asked in Prepaid
Best way to update new credit card

Hi all, Having been a customer for many years I am reminiscent of the “sensitivity” and “quirkiness” of the billing system and adding cards.  Thankfully it has been smooth and trouble free for years - knock on wood! 😁 I need to update my CC info - same card but different expiry etc.  I want to confirm the correct/best way to update the CC to minimize any issues. Should I go with BILLING → TOP UP → Manage my credit of visa debit card → Replace this credit card ? Thanks!

14933
C
2 years ago
K
KelseytvsBeginner
asked in Self Serve
Bring My Own Phone as a Current Customer

Hi all!I am a current customer with Koodo. My phone tab is all paid off and I am ready for a new phone. However, Koodo doesn’t offer the phone I want in the colour I want, so I would like to buy the phone from the manufacturer and bring it to Koodo. However, it seems like this option is only available to new customers? I can’t do anything with the “bring your own phone” option as an existing customer. I don’t want to have to start a new account with a new phone number! 

10051
D
2 years ago
S
SAMMBeginner
asked in Billing & Payments
Need to change name on profile

Good day! I registered to Koodo last Saturday. They put my name down as Steffi Anne Matic (MATIC is my middle name) instead of my last name, MANZANO. It should be Steffi Anne Manzano. I can’t set up my pre authorized payments because of this. Help is appreciated!

52122
Flo Koodo
2 years ago
B
bjc_caBeginner
asked in Other
Unlocking a Koodo Phone for an ex-customer

I have a friend who was a Koodo customer for years but is no longer.  He wants to unlock his old Koodo phone but Koodo doesn’t seem to call back when requesting a call back as the number is not registered to Koodo.  The phone was purchased from Koodo.  Any way to contact them?

3202
Nezgar
2 years ago
H
HappyAJBeginner
asked in Plans & Add-ons
Can an iPad be used on a Koodo Tablet plan?

Just checking in to see if I can use my cellular data iPad for the koodo tablet plan.

7432
Allan M
2 years ago
L
Lauriee10Organizer
asked in Other
Roaming Upset

 I have a dual sim card phone and have a Koodo sim card for regular use while in Canada.  I also purchased a Mint sim card to use while visiting my daughter in the US several times a year.  I have had to turn my Koodo CDN sim card right off in order to not be charged $15.00 per day for roaming. I had already ensured that my US sim card was marked as the default and ensured that my roaming option on my phone was turned off.   Koodo seems unable to live with that and is insistent that if I'm in the US, their Sim card will take precedence.  Any suggestions?

37713
L
2 years ago
W
WilhelmineBeginner
asked in Prepaid
Oops!, Wrong Prepaid Booster Add-on

In error, I purchased the wrong Booster Add-on. Can I get it credited/removed so that I may purchase the correct one? I meant to purchase US Data (500MB, $20), but purchase a standard Data Booster by mistake (1GB, $30). It was just purchased minutes ago, and hasn't been used. Thanks

1202
W
2 years ago
N
NadineEMOrganizer
asked in Billing & Payments
Tab Charge

My tab should be 0. I was charged it this month and did call about it. I was assured it would be removed within a couple of days. I paid my bill minus that chrg but it is still showing on my account and I’m expecting to get charged interest as well. Do I need to call again? How long does it take to remove erroneous charges? Such a hassle. 

2346
N
2 years ago
E
Emmv23Beginner
asked in Self Serve
Changing shipping name

I am trying to order a new phone on the Koodo website, but I can’t change the name it is being shipped to. It only lets me change the address. Does anyone know how to change the name?

2982
D
2 years ago
T
Tarrazu de CRBeginner
asked in Billing & Payments
Helping my B-in-law out

Good evening everyone. I am trying to assist my b-in-law who has a Koodo Acct and can’t remember the login/password details. He has moved internationally and would like to finalize paying what he owes Koodo and move on with an international provider. Unfortunately we cannot get a live rep callback (we are international………...and they don’t call international numbers.) Could someone please assist us by providing us options to get information so we can pay the final bill with online banking and close this chapter? Many thanks in advance and have a great day.

903
M
2 years ago

Leaderboard

Terms & Conditions
Koodo Community