Managing your Services

Hi guys i've two lines with koodo since last 7 years and I never had any issue. In April 2026 i upgrade my plan but with less amount as I was used to pay earlier. Now since July i'm having hard time with network as data & calls doesn't work properly. I spoke to customer care, technical team and network department multiple times but none of them could fixed it even though they tried reset settings, trouble shooting etc. Some times I get that much fed up I just feel to break my Samsung S24 Ultra. Please help me out too. I got compostation for whole month but I wanna get it fixed. 

Hello,I tried to change the free perk for number ending in ******6103 from rollover data to 3-day US roaming through self-service. However, the change doesn't seem to have gone through, as I haven't received a confirmation email or seen any updates to my account.Could you please assist me with making this change?Thank you for your help.

I recently received an email from Koodo saying that I’ve successfully created an new account using my email address for a prepaid service. Unfortunately, there is no option for me to report this, because I’m in the UK and apparently Koodo doesn’t speak to people internationally. The chat bot insists that I give my prepaid account information (which I don’t have, since I didn’t set this up), and the “schedule a callback” doesn’t work for international phone numbers. There’s no email address available for me to reach out to someone either, so as far as I can tell, there’s nothing I can do?I’ve had to create an account on here just so I can voice this to someone. SO, hopefully someone can help!

To Koodo Customer Service,I am writing to formally request the closure of my Koodo account.My phone has been without service for two days due to an unresolved issue with my eSIM and physical SIM. I visited the CF Toronto Eaton Centre location and was assisted by four different staff members over multiple visits, none of whom were able to resolve the problem.I would also like to address the callback situation directly. Your team called me only once, in the morning, and the call was ended on your end, not mine. Any claim that multiple attempts were made to reach me is inaccurate. I have not received the follow-up contact that was promised.Given the repeated failure to restore basic service, I no longer wish to continue as a Koodo customer. Please confirm in writing:    1.    That my account will be cancelled/closed, and the effective date;    2.    Whether any final balance is owed, and how it will be billed.I do not need to keep my phone number — you may release it or leave it inactive,

I recently bought a prepaid annual esim with a new number, however, I can't find my new number as the email with the esim contains only the last 4 digits. At the same time, it seems that I am unable to activate my esim. Is there a way to get my full phone number via email or can I speak with someone that can help ?  

I have 2 accounts under my name. My son wants his number under his name and under his own account.  How can I do that?  Thanks in advance 

I want to switch my bf over to koodo but his phone doesn't have eSIM. Can I buy a random SIM card at a koodo/telus store ahead of time and then place an online order for the plan and activate the SIM with his phone number at that time?Or do I have to either order the SIM with the plan order and it gets mailed or do the order in person?

Hello out there - we signed up for the Stream+ Premium bundle this morning, and we are now stuck on the activation. More specifically, we are not Koodo mobile or internet customers. From what we can gather, we need to set up a self serve account to activate the services, but we seem to be caught in a loop where it asks for a mobile number and sends verification via text but the text doesn’t come.Not sure if we are supposed to wait for self serve account setup to be done, if we missed the self serve account setup, or if there’s something else that needs to be done. To reiterate, we are not Koodo mobile or internet customers and, at least from what we’ve read, you can sign up for Stream+ even if you’re not a Koodo customer. we tried the digital assistant but didn’t get any satisfaction there.

I am a new Koodo customer and am trying to transfer my phone number to my new Koodo account.  I am at the page where I need to enter my previous provider account number.  I am under my dads Telus account. I have tried to put his name (as he is the Telus account holder) and my name and the Telus account number with no luck.  It keeps telling me the account is incorrect.  I have tried with zeros and without. Please help.

HiJust received my second billing since signing up for autopay. Discount was applied to my bill for signing up but it seems like the autopay has not been activated as I am being asked to pay the bill amount. Is this normal? Last month I asked and you guys said to give it one cycle. I did that but here we are. Thanks

Hey all. Been very happy as a Koodo customer for over a year now, but ran into a pair of 1 min roaming charges on the last bill. My home is in a spot where I think there is some overlap with the states (I'm on Southeast Vancouver Island) and I've seen it flip just by going to the other side of my bedroom, the extent of my travel.Am I on the hook for this or is it reversible? Thanks all, every dollar counts these days.

I want a charge on my bill reviewed. I have logged in to the self-serve portal, clicked on “review a charge”, entered all of the info, including why I am requesting the review, and then whenever I hit submit, I get the same “unknown error” message. I have gone through this every day for the past three days, sometimes several times a day, and yet I always get the same unknown error message. This almost seems like its by design to frustrate me into giving up and just paying the charge. Can someone from koodo please look into this and fix the website so that I can use the self serve portal as it was intended?

I was trying this morning to switch from a prepaid plan to a post paid one. I received a text message that I was required to respond “YES” to but my phone is SOS and my response cannot send. I can no longer log in and access my prepaid account and when I login to my newly registered postpaid account it just says it is waiting for my email to be approved. I’ve tried other ways to figure out how to fix this and every time I am met with a brick wall. Any help appreciated.

Hello,I recently added a 30-Day Global Pass to my Koodo account, but I also see “US Easy Roam” listed on my account.Could you please clarify why both are showing? If I travel through the U.S., will the 30-Day Global Pass cover my usage, or could I still be charged the $125 Easy Roam fee plus additional charges?Thanks!

I lost my phone and the online chat-bot tells me to buy a new sim card, but I never had a physical card and the old phone I plan to use allows e-sims too. How do I set this up? I can not find a QR code with my e-sim on it anywhere in self-serve, and the e-sim help page assumes you can transfer off your other device which I don’t have.

Just ordered this phone for a second user and noticed it does not come with VoLTE for any plan.2 questions:Will they even notice? &Any idea if Koodo plans to enable VoLTE support in the future?  In a rural area (Gulf Islands, BC) with only a Rogers tower so far, but rumour has it, co-location in the works. The days of constant usa roaming are gone, thankfully :-)    

Competed transfer yesterday from Fido and service seems to be working fine but In trying to add my free perk (roll over data) and I just get an error message that it can’t add it right now? Any assistance? I’ve cleared cache and data, tried a different browser and it won’t work.

Hi Team I am a new user to koodo I was told over the counter that my international calls are included in my plan but I am getting charged for that plz help call me 

With this plan, there is a charge on my bill for 3 days of roaming - Easyroam @ $16 per day.  This site in the help pages  shows that there should be zero charge for that. The billing link to “ask us to review a charge” is broken and does nothing.What is the procedure to have this reviewed and removed from the bill?NOTE: I was with public and the US-Canada plan allowed usage of the Canada data and calling etc with no further fees. Agent said it would be the same with this plan, and everything I can find confirms this - EXCEPT the bill. See the pic below showing the easy roam charges right below where it says easy roam US is included! help!  

On September 17, 2026, I received an email stating that pre-authorized payment was removed from my account. I did not request this change and did not authorize its removal.My automatic payment was processed normally on September 14, 2026, just days before this happened.This is the second time this has occurred — I received the same notification on August 18, 2026, and had to reactivate the automatic payment after it was removed without my knowledge.Can someone confirm why this keeps happening? Was it a failed transaction, a system error, or something else? I'd like this issue permanently resolved so it doesn't keep happening every month.

Does anyone have more details on 2FA? Should we all be getting a message about how to implement this?I can log in like I use to with only my email and password. When I go to my profile I see nothing about Two factor authentication and how to set it up?  What am I missing? The account also has other family members on it.https://www.koodomobile.com/en/help/two-factor-authentication?srsltid=AU7gw4UPz1g1owHs3gWmg2jGwOxvUR_4WK_Gvn8M9gM_IShP8ZacwXo1

No calls come through. Reset phone already. Always had poor signal strength now just one  bar and no calls. What am I paying for?

I would like to enable Wifi calling but i don’t see the addon on my acccount. I read the post from someone and looks like its has to be approved first by Koodo. I am wondering how I can get the approval?

My pre authorized payment was cancelled Sept. 18 and it was not done my me.  This is the second time I have had a problem with the payment.  Why is this happening?

I paid full in my last billing cycle. I decided to switch from different network provider because every month my bills are going up. In fact, I am not using much of my data. I paid my balances. If there’s few days from the cycle, this should prorated and not being charged in full. Aside, I have 1 month advanced . This should be refunded or use for the balances. I’m trying to contact and send request to contact my number but I didn’t receive an answer.