Managing your Services

My phone has Easy Roam on it, but for an upcoming trip it seemed more economical to use an Easy Roam Pass. Having added the pass, I see both Easy Roam *and* the Easy Roam pass on my account. I don’t want to wind up paying daily fees for Easy Roam as well as the price of the Easy Roam pass. Do I need to deactivate Easy Roam before departing?

my partner is a koodo customer and we want to add him to my account as a second line. he wants to keep his phone number and sim card. can we do this online with the self serve?

Hi folks,Looking at buying the CPO iPhone 15 (128GB) and paying outright. I'm not planning to take a Koodo plan — I'd put it on Public Mobile instead.Before I order, a few things I need confirmed:Is the Limited Lifetime Warranty still fully valid if the phone's on Public Mobile and I'm not a Koodo customer? If so, how do I file a claim? The page mentions a 2-day security lock to the Koodo network — does that still auto-clear after 2 days if there's no Koodo SIM in the phone? Does the lifetime warranty cover liquid or accidental damage, or only defects? What's the minimum guaranteed battery health on a CPO device?A written yes/no on #1 would really help — that's the deciding factor for me.Thanks!

I am going to Ireland for 6 weeks.  Can I use 30 day and 15 day europe travel passes consecutively to get 45 day coverage?

Does koodo support satellite texting in the Samsung phones that have the ability? Just want to confirm before i buy one. 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.

Extremely frustrating experience! I couldn’t log into my Koodo account, and Koodo Assist kept asking for my phone number and postal code, saying they didn’t match. Despite repeatedly requesting a live representative, I was stuck in an endless loop with no solution. Complete waste of time and terrible customer support!

I have Koodo Mobile, Internet, and Streaming services.  How do I get all these services on monthly one bill, and one full monthly payment.  As of right now, I'm paying for everything on separate days of the month.

Greetings Koodo experts! I'm currently on a Koodo prepaid plan. I want to switch to postpaid for 1-2 months so I can use my phone while on a 3-week trip outside North America. When I return to Canada. I like to switch back to a prepaid plan. Is there anything I need to be aware of? Any hidden costs or technical difficulties?For example, any activation fees for the post->pre switch? My understanding is that:1. For each switch (pre->post and post->pre) I'll need to purchase a new physical sim card. My older phone doesn't have an e-sim. I'll do this in a local store, and make each switch near the end of the billing cycle.2. I need to find a postpaid plan whose data limit exceeds the amount I'll need for the trip. Upon switching to postpaid, hi mom yes3. I can buy a Global 30-day pass allowing me, while abroad, to make unlimited incoming and outgoing calls and texts, and use the data I purchased with my postpaid plan.4. I'll be able to port my same phone number over for both switc

I go to cancel device care in self serve and when I confirm it says " unavailable".

Wondering if I can get help with this. I ended up moving  and forgot my account was set to autopay and they took the money out then charged me $80. I explained my situation and they said they would forgive this since it was one time and use the $80 as a credit towards future bills. This just happened and it says I owe 39 right now. My bill is only $16 so an $80 credit should last more than a month. 

I have lost my phone in Europe and am currently waiting and hoping it will be returned! In the meantime, I have an iPhone 8 I would like to use instead. I don’t believe it is eSIM-compatible, though, and I need a physical SIM. Will Koodo provide me a new physical SIM? Any other recommendations?

Does anyone know how to get around this issue please? I am locked out of my account so cannot update my credit card expiration date but cannot get a call back because I cannot update my credit card to top up my account so my phone will work. I've been locked out for over 6 hours and have no phone without this account. Koodo Assist keeps taking me in circles and I cannot find any way around this issue. I tried an email option I stumbled upon but have had no response. Any help would be greatly appreciated. I've also tried clearing cache in my browser and incognito mode but cannot access my account. I've tried to change my password but it says that isn't working at this time, I assume because I'm locked out but not sure why.

I’m on auto-payments. My bill this month was initially declined due to insufficient funds in my bank account. I added funds in my account right after I received the notice (like one day after) and it showed on my bank account that the bill had been paid. But it didn’t show on my self serve page.  Will this trigger a NSF fee still? Can anyone please help me review it? Thank you. 

Hi. I have 30-Day Europe Travel Pass. I am in UK now. BUT I CAN'T CONNECT. Roaming and automatic search turned ON. What to do?

I'm absolutely serious and deeply disappointed with this bill, this is outrageous, it's ridiculous and frankly insulting, to be charged this much with nor warning and no explanations, I have not changed my plane nor my usage, so there is no justification for this amount. I have been a loyal customer and this is how you treat me, it shows a total lack of respect for your customer, I want a full breakdown of every single charge and I want an explanation of why this happened right now. If this isn't fixed today, I will no longer be a customer of yours. Having said that, your customer service couldn't be any worse, for a company this size, fixing a bad customer service should be a child's play for you but apparently, it's above your pay grade. 

I paid my bill a week and a half early than received a notice I would be charged an $80  NSF if it wasn't paid so thinking I did something wrong I got my sister to send a second 170.17 soon as we sent it we received an email that we paid it twice ans it would be credited to next mites bill.  And no that is absolutely not okay with me im in odso I need that money back or I cant eat. Kood has the worst customer service I have seen in my life tool 2 days to reach a live person and they were from tells what kind of ghetto thriving operation are you running if I dint get my money now im charging you an $8[ aNSF fee  

Hi,I’ve noticed that my mobile data doesn’t seem to be working which is a bit alarming considering I’m leaving for Europe in 2 days and just bought the 14 day Europe travel pass.My data usage is at 1.5 GB/100GB so plenty of data left. My APN is set to “Koodo SP”.I also got a weird text message when I got the travel pass that said “Koodo: Nice. you have purchased more data to be used until the end of your bill cycle, which ends at 11:59 pm on 2026-10-17-04:00. Your data is no longer paused!”The apps I’m using to test, AirBnB and FB Messenger are both set to use both Wifi and Mobile.Can you please help me figure out what’s happening?Thanks,Charles

I have a question about using off-line maps.Google allows maps to be downloaded for use off-line and there are other apps too. I’m not clear though on how they interact with data. If I have my data / roaming turned off, will my location be shown on, say, Google Maps while I am walking around Rome? And if it does show my location, is that not using data?Thanks for any assistance /bc

I’m off to Europe for a vacation. I will be on European soil for 34 days (Oct 11 - Nov 13). The 30 day plan is just a few days shy of what I require but that’s okay. I am prepared to land on Oct 11 and go ‘Phone-Free’ on October 11, 12, 13 and 14 - then turn on the data feature on the phone on October 15.I see there is a 45 day window for the plan so if I add it to my Koodo bill today, I will be back in Canada before 45 days have elapsed and all should be good. Do I understand this correctly?Also, I thought I saw on the Koodo site that, within the 45 day period, you only get charged for days you use the data/roaming function. On the other hand, I've also seen the term 30-consecutive days of use.Question 2 - Could I activate the phone when I land on October 11. Then turn off the data/roaming function for 4 days then turn it back on for 20 days?Thanks for any helpBill C.  

I got a notification my phone was roaming even though I was on Vancouver island. Please reimburse me for the roaming fees please

I just set up preauthorized payments for my mobile phone lines from my bank account. When does the payment come out, on the due date? How does it work? There’s no information once I've entered all my information just confirmed it is set up.  

I did activate the 3 days US pass , however I need that from Saturday Oct10-Monday Oct 12 . Should I activate that on Saturday or it is fine to activate it now

Hi, I will be moving to another address within Ontario, how do I move my service or change address??Also I recently made some changes to my plan and I have 2 boxes that I need to return , how do I return it ? Thank 

I permanently left Canada in May, so I cancelled my phone service by phone. At the time, I was told that my final charges would be the May bill and the one-day roaming charge for the day I arrived in my new country.However, I have continued to receive emails stating that I have outstanding charges even after cancelling my service. I would like to resolve this issue and make sure that no further charges are applied to my account.