Managing your Services

I can’t figure out if Koodo offers home and network security or if it’s through Telus only. 

Koodo's billing is working hard to make up charges to stick on my account. Some examples from the past 12 months:April 2021 - Charged $21.70 for calls within Canada. I'm on an unlimited Canadian calling plan. WTF?March 2022 - Somehow a "$3 1000min International LD Add-on” was added to my account. Charged for 3 months before I noticed it. Did not get any email notification there was any change to my account when this was added, makes it even more suspicious.  May 2022 - One of our phones started "roaming" in the US when on a ferry from Vancouver to Victoria, $11 charged.That's $41.70 in the past 12 months of phantom charges, is anyone else experiencing this many incorrect charges being added to their account? I’m on a budget carrier to keep costs down and this is doing the opposite. 

Hello,I paid off my tab balance on my final bill and noticed a charge of around $200 called a Tab Bonus Debit Cancellation. This was in addition to the $400 remaining on my tab. Can someone shed some light on this for me? I wasn't expecting a bill this large upon cancelling. Thanks,Andrew

Hi everyone. Can I transfer my Canadian number to Koodo using Self-serve while I’m abroad?I will have to make the transfer while outside of Canada. Does anyone have experience with this?Or do I have to do it while I’m in Canada?Thanks.

I’ve had a ‘new’ phone for a few years now and never activated the sim for it, but when I try now in the: Change SIM Card setting it says “Invalid SIM number; please check the 19-digit number entered”. If I try in the Let's get started with activating your Koodo Prepaid account! it says “SIM card number is not available to be activated”It’s the right code, I have no reason to think it’s not a prepaid sim… 

I was a Koodoo client years ago and have an old Samsung SGH 667t.  I am now with a different carrier and my father needs a phone as he lost his other one.  How do i contact Koodoo to get the unlock code? 

I switched from Koodo to Telus and I have a credit on my Koodo account, how do I get reimbursed?

Has anyone had this issue before? I signed up for Pre authorized payments so there was no chance of me missing my bill, but the last 2 months I’ve been over charged. Last month I was charged an extra $50 (which became a credit on my next bill), but then this month the took out an extra $120, so now I have that as a credit on my bill. I’m fine to leave it as a credit, but I can’t really afford to have these extra charges on my credit card. This only started last month, but I’m wondering if I should call Koodo or maybe cancel the Pre authorization?Thanks everyone!

I have 2 line on one account. Can I pay each line with separate credit card.  

I can’t receive calls or texts.I rang my number from skype and it is going straight to voicemail.I can’t contact Koodo support because the only way is to schedule a call back, and I can’t receive calls! Absolutely ridiculous and shocking customer service.Does anyone have any suggestions on why this may be and how I can fix it? I’ve already turned my phone off and on which hasn’t helpedI’m with prepaid $25/month for 500mb plan, Iphone 13 Pro

I change my phone so i want to switch from e sim to physical sim. I have bought a blank sim. i dont know how to contact koodo or how to do it?

My 100min base plan has used all it’s minutes. Does it begin to use the Booster Add-On minutes for Canada Wide Calling or is the phone locked until I ‘top up’.

How do I get off the account I am on. Currently my ex and I are on the same account with separate phones and plans, but on the same bill. I need to get the accounts separated into their own things, or else I will just cancel my phone I guess. 

Hi. I'm going to move from Quebec to British Columbia soon. Is there anything to do with the current plan when you change the province? Thank you.

I have a Koodo WF723 Home phone but have forgotten my voicemail password. How can i reset the password or disable the voicemail?

is this koodo genuinely trying to give me a refund or is this a scam? i dont want to click the link until i know for sure 

I have a used Alcatel flip phone from the US. I just got my Koodo sim card but it says ‘invalid sim’. I realized it’s locked so I entered IMEI for Koodo to unlock but it says ‘invalid IMEI’. I triple checked the IMEI and I have the right 15 digits. Why doesn’t Koodo recognize the IMEI? Is there another way to unlock it?

I am travelling overseas and I want to cancel my plan with Koodo temporarily for a month. After I unlock my phone and insert a new SIM card can Koodo hold my phone number and plan once I get back to Canada and if yes, will I have to pay a fee? 

I ported out my prepaid number to Public mobile, without cancelling the auto-pay.But now, when I try to login into self-serve, it gives me an error “something went wrong”.How do I make sure I won’t get charged for the next billing cycle?Thank you!

We have just added our oldest to our koodo plan which now has a total of 3 phone lines associated with it. He is wanting access the account to view his usage etc. Is there a way for him to log in without me having to give him my email and password as I don't want him making changes on the account, even just on accident. I know with telus he was able to login with his own login info under my account. Is this possible and if so, how?

Can I move a phone credit from a family member’s account over to my own account?

I got a certified pre-owned phone (iPhone XS) for my father back in March and the phone went completely dead not even 2 months in after having the phone. I followed the instructions for warranty repair, taking to a Telus store. The first store said I had to contact Apple directly and when I did that they said it wasn’t under warranty so it’ll cost $800+ in repairs. I obviously stated it is under the 1-year warranty and they said give me proof. So I opted to try a different Telus store. They were more helpful and actually called Koodo or Apple or whoever they were to call, was able to get a repair ticket made and sent the phone to Apple (in Toronto I guess since that’s the address I saw). 5 days later the phone was returned with a message stating phone can not be repaired due to unauthorized modifications were made to the phone. This was not the case so the rep at the Telus store sent the phone for repair again stating specifically the phone is under warranty and no modifications were m

My emails stopped coming to my phone. It is saying everything is synced. The error message says I'm not connected to a server, yet I'm receiving on laptops. 

I added UL long distance minutes (US) which is $15 and it’s described in my bill as partial charges. Why am I getting charged an additional $15 for an add on charge? I only added long distance. 

I have a Koodo home phone and would like to use it as a cell phone now.  Can I put my Koodo home phone sim card in an unlocked smartphone (if so what would be the sim pin ? 1234 I guess ?) or do I need to port this already Koodo number to a new "cell" account ?