Managing your Services

I was charged for a US roaming charge on July 4th and I was not in the US.

Got email saying balance due, as usual. Went to site because I just set up auto pay/pre-authorized payment last month so this was first use of this feature. On site it shows a Pay Now option which confused me a bit. Am I meant to press pay now or should I believe auto pay means it will withdraw funds? This leads to my question, when does auto pay click in and remove funds for payment? Thanks

Hi, I’m trying to update my new address, but Koodo doesn’t seem to recognize it. When I enter my address using the automatic address lookup, it seems to find it, but as soon as I click on it the address field just stays greyed out and I can’t proceed. This happens in all of the major web browsers I’ve tried.If I try to enter the address manually instead, Koodo says it can’t find it. However, the address is correctly recognized by Canada Post’s address lookup tool. All of my other address changes went through without any issues on various websites.Any ideas?

So I just got the new galaxy watch 9, during setup it prompted me to go straight to Koodo to get the smart watch plan, which I did, but now im stuck on this page. Doesnt matter if I change or keep the number, this message doesnt go away.  

I have an Iphone and will be travelling for several weeks. On some days I may need to use data on Easy Roam to make calls back to Canada. I do not mind paying each day for when I need to use it.On other days, I do not want to be charged Easy Roam but I just want to receive texts for 2FA. I also want to use wifi to use Facetime, Imessage, etc.Can someone please confirm the settings I would need for each of these.? Are these correct?On the days I do not mind being charged Easy Roam, I would have cellular data on and roaming on.On the days I do not want to be charged, I would have cellular data off and roaming off. I would not answer calls,  voicemail or send a text through the texting app. I can however receive and read texts. I can also connect to wifi and use Facetime, Imessage, etc.

Hi,  I noticed I got charged extra $15 per month for three months. And found out it's charged by a third  party "Busuu". And just read some previous conversation in Koodo community about the fraud that happened to some Koodo customers in the last couple of months. I just found the text from 5490 which I blocked without replying three months ago thinking it was a scam. I just unblocked it and texted "STOP". Now I would like to request Koodo to block future third party charge. Can someone from Koodo help me with my request?

Hello, I realize there are many posts related to this issue but no amount of trouble shooting from the advice within those threads will help and customer service reps haven't gotten back to me when a request was set up in Koodo Assist. I would like to add roll over data to my plan but I cannot successfully select it as the classic free perk error message keeps appearing. Incognito mode doesn't help, new browser doesn't help, new device doesn't help, clearing history doesn't help. Looks like only a human can help. Thanks 

Hi everyone,I’m hoping a Koodo rep or someone familiar with number recovery can help.We have two Koodo prepaid numbers that were recently deactivated after we unintentionally passed the 90-day renewal period by a few days (one was 5 days and the other 10 days) while outside Canada.I spoke with Koodo customer service today. The representative confirmed that:Both prepaid accounts have now been deleted because they passed the 90-day period. The phone numbers have not been reassigned to anyone else. The numbers are currently in Koodo’s number pool and will apparently be held there for another 90 days before being released. The representative said there was no way for them to recover the numbers or escalate the request and that we would have to wait until they are released.We completely understand that the old prepaid accounts cannot be restored. What we are trying to save are the two phone numbers.We would be happy to open two brand-new accounts (prepaid or monthly) immediately if Koodo ca

How does one add apple care to your plan? Can’t seem to find it 

I added a US 7 day plan to my number. I’m now trying to add plan to another number and it’s saying ‘this page isn’t available right now’.what am I supposed to do?

I purchased Stream+ at the beginning of August.I can not get Disney+ to activate.I have spoke with Disney+ customer service< they did some troubleshooting and told me to call Koodo as it seems to be an issue on their end.I called the number they gave me for Koodo and spoke to a couple of people there.I ended up getting a ticket # and they said someone would call me back within 24 hours.It has now been 4 days.I tried calling the number yesterday and now there is no option to connect with customer support.It did direct me to ask for a callback online in self service.I did that but it was mid afternoon and it told me they would not be able to accommodate a callback due to high volumes. Fair enough.I called at 9am et this morning, which is when they open and was told the same thing.The self serve chat is ridiculous anyway because there is no way to get any answers as far as Stream+ is concerned.When I asked for a callback 4 days ago it was somewhat easy enough to get through but you hav

Please cancel smart watch plan. I didn’t want that 

I need to cancel my stream plus it is due for a payment and i am not continuing the subscription. i was only able to get the manage subscription option on the cbc add on and was able to cancel that but i want to cancel it all. the chat bot is very unhelpful. anyone know how i can cancel this?

Hi,I arrived more than a week ago in Europe, more precisely in Portugal. I purchased the 30-Day Europe Travel Pass when I arrived in Portugal. I followed the instructions on Koodo’s travel roaming page. I turned data roaming on. I checked my add-ons and can see that my Europe pass is there. I did receive an email saying that I purchased my 30 day pass but also received an email saying that I would be charged per data usage if I didn’t have the proper roaming plan. I also texted the activation code to 7626 and then received a message saying that I had purchased more data. I find all of this really confusing. I don’t see any billing yet even though I’ve been using my plan for more than a week. I would really like someone from Koodo to confirm that I will only pay for the travel pass once and that I can use my phone worry free.

Hi, I've been trying for awhile to switch my perk, it worked perfectly on one of my lines but doesn't work on the other one. It lets me choose the one I want and looks as if it is switched but then when I check it out nothing has changed. I didn't even receive an email to confirm the change like I did on the other line. Kinda odd, feels as if it's stuck.Isn't the perks options there to switch when you'd like to? Seems simple but doesn't do as it should.I tried several different browsers and different devices but still had no luck on the switch.

I was a Koodo customer a few years ago, but am currently on Public Mobile, with a $35 Can/US/Mex 100GB plan (much more data than I actually need).  I’m going to be vacationing in the UK in September, and PM has no roaming ability.  One option would be to get a UK SIM voice/data for the visit, but I’d have to ensure no critical banking or other service would try to do SMS 2FA to me, and other small annoyances.The other option would be to switch back to Koodo,, as PM is actually always imploring me to do, to get access to Travel Pass roaming..  It looks like I can get a promo switch rate to a 150GB Can/US/Mex Koodo plan for $40/month.  It seems a shame to pay $60/year for more data I don’t need, but on the plus side I’d get WiFi calling, which PM doesn’t offer, might be a useful backup here in cottage country.  Just wanted to ask if I’m right on Koodo for this these days:It looks like Koodo uses multiple carriers in the UK, on a “strongest signal” basis?  That would be good, as part of m

I recieved a call from Koodo about offers for me.I asked the agent how I could be sure it was actually Koodo and he sent me a text. But it wasn’t the usual number I get texts from Koodo so I didn’t feel confident to continue.How can I be sure if a call is from Koodo?I checked the tutorial and it shows legitimate numbers Koodo use but any number can be used by a scammer and a text proves nothing. Will any offer that I might get over the phone also be available through the website? And if not how can a representative prove they are from Koodo?Thanks

I put my Koodo Prepaid plan on hold in the end of April because I was leaving Vancouver for 3 months to fly back home. Now, the deactivation date is coming up (August 16), and I need to reactivate it again because the plan has a lot of student bonuses for a great price. When I tried to reactivate it, my payment never ends up being accepted - always the same error! (The screen shows "Oops! Something went wrong please try again later" and it never worked later on) I have tried with multiple cards many times, still the same situation. I will be arriving in Vancouver after August 16, so please help me out!!! Need that ASAP 

I’m in a bit of a pickle.I subscribed to Stream+ back in Sept 2024. Activated all the services, everything was good. Fast forward to Sept 2025 and Amazon sends me an email saying I need to pay for Amazon Prime. Not thinking, I cancel Prime and go about my life. Went to order something off of Amazon last week and there was a deal that was for Prime members only. Then I went down a rabbit hole where I realized that my Amazon Prime subscription isn’t active anymore even though I still pay for Stream+ Premium. Nobody at Koodo seems to know how to fix this except to cancel my current Stream+ subscription then add it back on again because they can’t re-send the activation link.Is this the only way to fix this? or does anyone know how I can link the two services again?

I’ve just bought two WF723CA home phone hubs to upgrade from WF721s. Taking my Dad’s sim card from the old hub and putting it into the new one is leaving me with red blinking lights which, according to the user manual, means SIM card issues. The old sim card was a nano housed in extra plastic to fit the 721. Do I have to go buy a new SIM card and register it through self serve on my Dad’s Koodo account for his phone number and phone service to work properly?

Fighting with Amazon CS because they kept gaslighting me telling me that only Prime Video is included in Stream+, but when I check the Stream+ page, it says under Amazon: Unlock the full potential of your Amazon Prime membershipThousands of shows. Millions of songs. Prime delivery. Free DashPass. All included with your membership.4 Prime Video: From award-winning Amazon Originals to popular movies, TV shows, live sports, and more, with limited ads. Prime shopping and shipping: Get fast, free shipping on millions of Prime eligible items with flexible delivery options. Free DashPass: Enjoy unlimited $0 delivery fees on eligible DoorDash orders plus exclusive perks, savings and more. Prime Music & More: Access to millions of ad-free songs and podcasts along with free gaming, e-books and unlimited photo storage.  That sounds like Amazon Prime to me, not just Prime Video. Can anyone confirm?

I recently added a second phone bill to my monthly bill, but every time I go to select the free perk, the website crashes on me. what is this and what can i do? I just want free roll-over data.

I received a charge on my credit card for Koodo stream? This is not a subscription or membership I wanted and yet I am being billed for this. Please remove it and refund me. I have tried submitting a request a refund form and every time I click submit it says error and I never receive the confirmation that it was actually submitted. I find Koodo customer service very difficult to get in contact with. I am also missing a credit on my account for an overage charge. I spoke with someone and they ensured me it would come through but it’s still not appeared on my bill. Please help me with these 2 things!

A week ago, I paid my remaining balance to Koodo through mobile banking. Before paying, I called Koodo to clarify my billing and was told that I could get a $5 discount on each line if I set up pre-authorized payments using a Visa or Mastercard. Since I was eligible, I went ahead and set it up for the next billing cycleHowever, when I checked my account, I didn’t see the $5 credit, so I called Koodo again. I was then told that I should have set up pre-authorized payments through my bank account instead, which would give me a $10 discount per line.I was really disappointed because if I had been given the correct information the first time, I would have easily set it up through my bank and saved more.What upset me even more was that the representative I spoke with said it was not his fault instead of trying to help resolve the issue. As a customer, I expected better service and someone who would take responsibility and care about keeping customers satisfied.Because of this experience, I’

so for about a year ive been able to use my third party billing on microsoft and xbox, it usually asks me for a code during purchase to confirm and then for about a month it doesnt send any sms and just says error. i talked to xbox and it seems like its been blocked through koodos end. any way to fix this and unblock it? or is it a different issue. my phone bill is all paid up aswell.