Managing your Services

Help me solve the problem with registering a SIM card for payments  - Self Serve “What you'll need to get started”I go to the linkhttps://activateprepaid.koodomobile.com/en/on/prepaid/koodo/consumer/activation/account-setupI enter the card detailsand gives the error "SIM card number is not available to be activated"I have - eSIM on prepaid subscriptionI added an eSIM to my phone outside of Canada and I can’t activate it (it says “no access”) because the service package did not include roaming.The support service replied that the number was active.The support service replied that you need to go to your account account and add a roaming service.I can’t register for my account because I need an SMS code when checking my phone number. I am not receiving the SMS code because I am outside of Canada.What options are there to solve the problem?

A member asked for details; from not so far history here is an example. Because of my health and age I go to the US and spend the winter with family. I did that before I became Koodo’s customer, therefore they knew. Koodo tried to entice me to join a monthly plan for ‘Roaming’. I declined since I rarely use my phone; it is mainly for emergencies. For 23 days, Koodo cutoff service as punishment. It was time and I came back to Canada and I received an email saying “there is someone in the US pretending to be you…” to justify not giving credit for the 23 days. My reply was 2-questions: “did Koodo receive 2 signals from US and Canada same time?” The other question was “even if that were true, this is a network security issue, why are you telling me? Do you expect me to solve it for you?” There was no answer of course!!! Not only that, they used that same crap 2 more times to cover-up scams. Another beauty; over $100 “service charge” suddenly appeared in my bill. Before I could contact Kood

Hi everyone, I just got a phone call from somebody saying that because I've been a "Telus mobility" customer for a long time I qualify for "the discount." It sounded like a scam so I ended the conversation. Was any part of that call legit?

Hi,I recently got a monthly plan from Koodo for the duration of my stay in Canada. Since I am back in my home country, I requested to cancel my phone number/account and was told I’d be able to pay the remaining bill according to my usage when the number was cancelled. Now that it is cancelled, I have been trying to pay the bill nearly every day, but I’m faced with an error message just as I try to pay: “The service is unavailable right now | Our systems aren’t able to process your request at this time. Check back shortly or refresh the page. | Error code #500”. I also do not have a canadian bank account, so paying through a bank is also not possible for me. I tried to request a callback to sort out this issue so I could pay my bill, but unfortunately, I no longer have a Canadian phone number, and I am not in Canada anymore, and the chatbot says it will only callback Canadian phone numbers. This means I have no way to reach Koodo and resolve this issue directly and pay my bill, and unfo

I’m thinking about changing my plan to the  “Canada-USA roaming with data, talk and texts.”   However, I’ve been unable to determine whether or not there are any restrictions on tethering with this plan (and the AI Chatbot was decidedly unhelpful).  Does anyone have insight into this? Thanks much. 

I’m currently out of the Canada for 4 months and I was advised by Koodo to temporarily suspend my service so that I don’t have to pay the full amount of my plan  (50GB UL Can Min SFD) while I’m away. I paused my service on May 2, 2024, but Koodo is still charging me for my 50GB UL Can Min SFD plan this May. Does that mean that I’ll be paying for my regular phone plan service this month only, and I’ll be charged for the seasonal hold plan next month (June)?

Koodo keeps trying to rip me off. Latest after being hounded by Koodo to get 5G phone I bought one on Feb 26 and paid the deposit on the phone and monthly charge for March. I pay in ADVANCE like everybody. I received a bill for Mar in Feb. You would expect the thieves to cancel Feb bill after paying for Mar with the new phone on Feb 26. But no they like to steal from seniors. This is not the first attempt to steal from me!!!!

I have received a 10G promotional bonus data per month for my prepaid account and it showed up on my account in my web login. However, after I used up my regular monthly data, any extra data that I used got deducted from my data booster add-on  that is already in my current account instead of 10G under my Promotions Usage section. It should deduct from that 10G promotional bonus data instead of my data booster.Is there any way to get that fixed?

In chronological OrderSigned up w/ Koodo.  Had 2 weeks od daily attempts to send pics w/ texts. Using Koodo, found  a way to get/send texts w/ pics. Koodo announced a change and options are, Use the new settings or if they don’t work then  buy a new phone from Koodo. Guess what, they don’t work. Nasty way of doing business. Used new settings, and was again, able to send/receive texts w/ pics. For no reason at all, settings no longer work. I have been paying monthly fess for a no half-baked service. That is, may only send receive texts but if has a image, ir goes to byte heaven and no tells the sender (me) or the recipient that there was message w/ pic, but that is kept a secret by Koodo.QUESTION:What were the old settings that had ip address starting w/ 74? That worked until Koodo fixed it to sell new phones.

Hi, I noticed my VoLTE wasn't working so was doing some reading and saw that sometimes things were not working properly on Koodos "backend". I thought that if I removed it from my add-ons then added it again it may rectify the problem. However, once I removed it from my add-ons the option to reinstate it didn't return. Just wondering if there is any way to have it added back into may add-ons and have someone make sure everything is good on their "backend" without scheduling a call. Thank you.

few days ago I wanted change my payment method, and I cancel the Pre-authorized Payment,  and I found the plan was changed from 29 to 35.  what happened to my account?

Hello,Today I’ve been proposed some kind of Koodo wingback offering by phone (25$ for 30giga).The thing seemed legit as the operator on the phone knew my name when calling and he had some info about my previous Koodo account (like when I first opened a line with Koodo in the past, few year ago).Still as the process was very lengthy and extensive (like photo of driver license card through a webpage),  I now wonder if it wasn’t a scam.Especially as the number is not referenced on the page of legit Koodo numbers I found here: https://community.koodomobile.com/privacy%2Dsecurity%2Dand%2Dfraud%2D232911/was%2Dthat%2Da%2Dscam%2Dor%2Ddid%2Dkoodo%2Djust%2Dcall%2Dme%2D7809115Number was 1 855 675 3397 and it was about opening back 2 mobile phone lines (SIM card are supposed to be ordered and delivered in the coming days)Anyone could confirm if legit or not ? Thank you, 

Hi there, I’m a current customer with about $120 to pay off my tab.  I’d like to switch to happy stack and bundle internet, switching from another provider. However, when I go to select the plan I want ($55/mo) it says it’s not eligible. Any insight? Also, it forces me to pick a new phone. Is it possible to happy stack and bring my own device, even if it means paying off my tab?

I got charged for an easy room intl for 6 16$/day.. how do I reach the customer service email to report this issue while I'm abroad?

I got a new monthly plan and I like to replace my physical SIM to an eSIM  on my Samsung S24I am seeing few discussions on this ..Can someone please tell me the easiest way to get this done?Thanks in advance.

Stream+ STREAMSPECIALKM2410$ is not working? is it expired??

Hey, I’ve been wondering can I please get the unlimited data Perk added to my plan for the line ending in 90 Without a 5G speed plan?

I am here in Canada for only 6 months and got a koodo sim card. I don’t have a Canadian credit card nor do I have a Canadian bank account. I have a Revolut card using which I make the payments. I am not able to make the payment for my plan via this card. What shall I do?

I switched to a cheaper plan the other day and I’ve now been billed the full amount for both plans as oppose to just the new one. I’m about to cancel Koodo in the next week, so how do I get this removed from my bill before it’s due?  

I installed an E-Sim card from Instabridge on my Samsung S21. When I tried to switch over to use it in the US, I got a message stating: “If you switch, your phone will restart to install apps and features from Instabridge. Some apps installed by your current service provider will be removed and the app data will be erased."This is a scary message as it does not indicate what apps or data is being removed.Instabridge denies this is part of their usage. Samsung did not answer my query correctly.Does Koodo do this? And if so, what apps would be removed and data erased? Or does Samsung do this?Needless to say, I did not use the E-Sim and got refunded. But now I am leery on using any E-Sim card on this phone.

For the past 5 months, Stream+ keeps activating itself & charging me. I have myself, my husband and both my parents on my account and all four are being charged for Stream+. I have called in 3 times to have them take it off & reimburse me and the keep assuring me it won’t happen again. They keep asking if it’s someone in my family activating it and 100% it is not. The last person I spoke with insisted I change my password (which I did) saying perhaps my account was hacked. I’m at my whit's end with this. It is so difficult to actually get someone on the phone & I’m sick of having to deal with this. Seriously considering switching to another provider if this can’t be solved. Now today, the chat function to schedule a call back is not working so I can’t even deal with it. Has anyone else had this issue?

I am try to add another line to my account, I already have a SIM card but it wont let my use it and is forcing me to buy another one. How can I get past this?

I went into my iPhones settings under Voice and Data and would like to know where can I find the option to disable LTE/VoLTE on the phone. 

How do I DISABLE Easy Roam?!?  There are plenty of articles showing how to ENABLE it but none how to DISABLE it.

I need to pay my due billing but I am unable by receiving a 500 error page. I have tried several times at different hours and this doesn’t work.I am outside the country, cannot call. I am using a Canadian credit card.Please contact PM asap.