Managing your Services

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 ?

I recently switched my old plan to a 4G plan that had almost double the GB limit. I switched the plans via self serve and I have not been able to access/use data since. I also used willmyphonework.net to double check there was no issue with compatibility, I have a OnePlus 5T, and there seems to be no issues.Can anyone assist? 

Hello, I have Easy Roam, but I can’t make any calls.  I have checked my profile and has all add-ons added to my account as follows:  $11/day US Easy Roam $14/day Easy Roam INTL International Data Roaming Pay-Per-Use Intl Long Distance Koodo VoLTE Access International Voice RoamingI do see the charge of Easy Roam ($14/day)  in my account every time I active roaming service, but I am not able to use the service I am charged for.   If anyone could help, I would appreciate it. Thanks,Anna

Hi, I set up a pre-authorization payment with my debit card but received an email saying that my pre-authorization payment could not be processed because the financial institution said the information I filled out was incorrect, but I'm sure the information was correct. I have used this card before to successfully pre-authorize payments for other charges.

My Koodo bill has a charge for $13 extra dollars mid-day, however I didn’t exceed my data allotment. Snapshot below. I did change my plan the day prior to a plan with more data (4GB>>8GB), however I wasn’t near 4GB prior to the change. I read the FAQ about prorated charges after plan changes, but this shows up as a data usage charge which seems unusual. Can you please explain what the extra charge is for? Thanks in advance for your input.  

I account--two phone numbers.. if both phones are added to US add-on  and they call each other is that $12per person on the account or $24 fore that day?  if they call different US friends on the same day is it still a $12 bill to the account for that day or $12 for each number for a total billing charge of $24?  thank you.

Okay so i’ve been having this problem with Koodo for months now and it’s really irritating cause i can only get limited help from them online and abroad. I left Canada a few months ago and before my travel date i went to one of their branches, made sure i had payed all my bills and set pre-authorized payments for future bills, and i can see koodo’s bills being payed automatically every month ! . Now a while after i left the country, I started getting emails from koodo saying i have past due payment ? And i couldn’t understand where from. It’s been 3 months now and they’re still sending me emails saying i have a past due amount of 156 CAD, when i go to self serve and check my account history I can’t find where to pay this and it’s still not making any sense to me ??!!!!! Cuz i thought i payed everything already ! 

I have the protection plan with my phone and have been paying for it for years. Never had to use it till recently. I'm just curious if I have to pay the 50 for asurion to fix it even though i pay for the protection plan or if it is cover by koodo 

I see a lot of posts going from prepaid to postpaid, but what about the other way around? I’m no longer in Canada but I need to keep my phone number, and I’d like to swap off a postpaid to a prepaid and keep my number. Is that possible?

Anyone know why the majority of the rate plans that are available to new customers are not available to existing customers?  My son is currently on a $15 a month plan and he needs more minutes, but the only available plans to him start at $60!  4 times the price when all he needs are more minutes.  Is there any way to get the “starter” plans that are advertised as for new customers only?  Thanks!

I am looking to add a line to my Koodo account.It looks like I need to bring my own phone to purchase the starter plan that works best for me.After I purchase the phone, do I then order a SIM card and wait for it to arrive before I purchase my plan?Thanks.

I need to access phone records for a time period almost two years ago. How can I do that?

If I switch from the $15 “unlimited texting” plan to the $15 “100 minute” plan mid-cycle, will I get a prorated refund on the unlimited texting plan?And, will I get the 250 MB of data even though I am already signed up for auto top up?

I’m wondering whether anyone else has had a similar issue with international roaming.  I travelled to Anguilla and tried making a phone call, but everytime I tried, I got a message saying I’m not allowed to make the call.  I got charged for roaming, but wasn’t actually able to make any phone calls.

I’m traveling now so I am using the seasonal hold plan. I want to use my cell phone as soon as I arrive in Canada, but I can't get a call back because don't have friends and family to answer the phone right away. Facebook is hacked so I can't send a message too. What should I do to activate my phone? And want to restore my previous monthly plan?

Hi there, I just have a question that i’m curious about and wonder if anybody could answer it for me.My partner and I both used to have our cell phones through bell. Last year, i switched my phone over to koodo after my contract expired, but he had to remain with bell because he still had a year left on his contract. his ends at the end of the month, so we plan on switching his to koodo as well when that happens. My question is, when we switch his phone over to koodo, would we be able to put it onto my bill, so that we can have both phones on one bill? or would he have to set his up seperately on his own plan with a separate bill? 

Back in September, I got a text from Koodo saying I was going to get a free 5gb of data added to my plan for free, just for sticking with Koodo. I have never gotten the extra 5gb. How am I supposed to get my free 5gbs extra?