Managing your Services

My issue is that I lost my cell phone recently and have not found it, I have accepted that I will not get it back and have gotten a new phone. What I am wondering is, if I purchase a new prepaid SIM card, will I be able to retrieve the phone number I had connected to the phone I lost? Is there a fee I can pay? I have full access to my Koodo log in/self serve and have found upon there that I have until August to top up. Is it possible to add this new SIM card to my current account? Any help is MUCH appreciated, thank you!!

I expect to travel in BC for 4-6 weeks this summer and would like prepaid voice and data capability for in-Canada service.  It seems Telus has best coverage for the area I will be in.  I’ve checked out FIDO and they say I can use one sim with an unlimited voice and 4.5G data plan in either my Samsung phone or my iPad Pro switching between them as needed..  Can I do that with Koodo?  That way I can call Canadian numbers when required, but use the iPad for internet.  Any issues with that plan? Thanks for the help!

I moved from BC to AB. And I don't want to change my phone number. Then the taxes still same with BC? If I want to pay only AB taxes, do I need to change my phone number?

When I try to chose a new subscription for my cellphone, I get a big message taking the whole screen written ‘please select an account’ without any other options and no way to get past this message! I can’t even navigate the website at all...

My past 2 bills have increased by $3. I am seeing that I was charged $3 in add-ons. I never agreed to any add-ons. In addition, they're saying they're international add-on charges. I was in Europe during the last billing period but never used my Canadian SIM. So I don't understand where these charges are coming from and how I can be billed. I would like to dispute them but can't seem to find a way to do so. The chat bot doesn't understand and I can't find anything else but this community. Any help would be greatly appreciated as I don't want to continue to pay for add-ons I never agreed to and haven't been using. 

I’m trying to cancel my international roaming add-on + pay-per-use international online but it won’t let me. I can’t make a call because I’m in the USA. I’d like to only have EasyRoam turned on. What do I do?

I ported my Koodo number to a Telus account. Does that cancel my Koodo account automatically? They never confirmed that and Koodo is a sister account to Telus so... I'm confused. How to I contact Koodo folks via phone, it seems impossible to get a hold of a real person to answer customer questions!.. :/

Hello:I am replacing my old Pixel with a Pixel 6.  I would also like to add a second business number to the phone using an eSIM.  I am struggling to find information on the Koodo self-service site on how I should go about ordering the eSIM and whether the number can be added my my existing plan.  

Is the charging cable that is used for the Samsung s10 also compatible with the s21 ultra? Or do I need another cable for the ultra?

When I try and pull up mobile services it just gives me a blank screen

My phone is currently on a Telus business account.  I plan to retire shortly. I want to move my number to a Koodo starter plan. I just want to be sure that when I do this that I will keep my existing number and that the phone will be removed from my Telus account. It seems impossible to speak to anyone who can confirm this.  Does anyone know?

Hello guys! just got my sim few days back but the bill shows April 20(almost 20 days off). The help chat is extremely annoying with that auto responses. Anyone has insight as to how the billing works?

Hey.  Wondered something. I recently had my Prepaid phone suspended (not enough in account.). What remained was only 10.00 dollars of remaining balance (out of 15). Account was suspended (and I had time to refill). Went to refill, filled out card info went to add 5 top up. Registered as Top up, in billing history but no charge in the Charges menu (due to card error). Fixed the card information. Went to add the same 5 dollars.Suddenly, without warning, the account was down to 0.00$ despite the 10.00 remaining and I had to refill the FULL fifteen dollars to re activate. The fifteen showed up as a debit charge in the Charges portion of the menu.What happened to the remaining 10.00 left in account upon suspension?! Is it now gone? If someone can help to clarify this, it’d be great.

https://mobilesyrup.com/2022/05/04/public-mobile-100-ercent-online-only/ "Additionally, as of May 3rd, Koodo Prepaid will be available alongside Public Mobile, which means the two brands will overlap for a time until July 13th." does that mean all Koodo Prepaid will become Public Mobile?

I did not receive a notification at 50% or 90%, only 100%. Now all data has been used… I followed the instructions in self serve to update notification settings (I have never changed the settings and have always received 50 and 90 without issue) and there is only the option for 100%. My husband had the same problem and the issue has been resolved. Please help!

Hi! Just moved into a new building and we need to get our cell phone hooked up to the building’s callbox. Strata manager is saying someone from ur service provider needs to come out to do this...does Koodo have someone to do this or can we just do it ourselves if we can get access to the room? Thank in advance! 

Tomorrow I’m attending a Koodo location to remove my friend from my phone plan. The objective is for her to possess her own account and I will be free of keeping track of roaming and overages, etc.  QUESTION: will the new account be from THAT DATE forward, meaning she’ll still need to send me money for her share, or will it be possible for charges from the previous 21 billing days be transferred also? (There’s a falling out so I’m hopeful the latter)

I just vented. I’ll wait for their call back…

There is another question about getting phone records from May to November which would have been helpful, but I need to access my phone records from 2017. Anyone have any ideas? Short of me going straight to the government? 

I'm using a local SIM for calls and data here in Europe. However using my Scotiabank Visa card online requires 2FA to my CDN number and I can't change it. Can I use my CDN/Koodo Sim just to receive the code without incurring charges? I have unlimited SMS both foreign and domestic. I do not want Easy Roam and will turn off data to prevent leakage.

My Samsung galaxy A50 is really acting up, been told can not be fixed. If my mom buys me a new phone the Samsung galaxy A53 with her airmiles can I transfer my file over? I do not want to lose my account or phone number. I have health issues and need my drs to be able to reach me.

Hello.  I am aboard in Peru and I need help urgent. I lost my phone  514-475-8185 and I need to receive “verification code” from the government in  order to send my tax declaration (for security they will always send a code to the  cell phone) how should I proceed please. I need to talk to someone from Koodo not a machine.thank you in advance. Gina Portocarrero

Hi want to cancel my plan but am overseas so no call-back is possible and I don’t have Facebook to talk to the social team as the chat bot suggests.  

I was told a Koodo prepaid sim is all I needed for my child’s gps watch that had minutes and data. It is not working and when I try to register for a prepaid customer account I can’t believe I need a verification code from a text which I can’t receive threw the watch. 

I am ordering (upgrading) to a new phone on line. When I get the SIM is already active? If not how do I activate it?