Managing your Services

I spoke with EDWIN on September 18th at roughly 2:08pm to 2:15pm. I was transferred from customer service. He said he was in the bill payments/payment arrangement department. He needs to be recognized for his excellent customer service skills. His tone put me at ease and he had a very pleasent vibe. In the past I would feel exasperated after speaking to representatives as they didn't seem to care about people experiencing financial hardship. He understood what I was saying, I didn't have to passionately explain why I needed help, he just understood and helped me. He seems very lovely and he needs to be praised for his ability to connect, his ability to understand and problem solve. Thank you EDWIN.

I tried to transfer my esim to my other phone it's a Samsung note20 ultra it didn't prompt my phone when I transferred esim I didn't get a QR code either

This happened to me too today (Sept. 18). I got an email saying my pre-authorized debit was removed, but I definitely did not remove it.There were enough funds in the account, my debit card isn’t expired, and my pre-authorized payment actually came out successfully a few days ago.I also tried setting it back up, but Koodo/Plaid keeps saying my banking login is wrong even though I confirmed it works with my bank.Just adding my experience here as well in case Koodo can flag this as a wider issue.

I have pre-authorized billing setup and have not changed it, or cancelled it. Yet I received an email saying that I had cancelled it, I DID NOT cancel the pre-authorized setup.  I have reset up pre-authorized again, but want to know how it got cancelled when I did not cancel it.. Very annoying to receive an email like this:Your account has been updated. On September 18, 2026, the pre-authorized payment option was removed from your account. Your monthly bill will no longer be paid automatically using your credit card ending in xxxx Please note, removal of pre-authorized payments will also remove any related pre-authorized payment discounts.Avoid late payment charges by paying your bill in full by the due date. Log into Self Serve to pay quickly and easily. In addition to viewing your usage, bill and amount due, use Self Serve to switch back to the hassle-free convenience of pre-authorized payments.

I can’t access to my Amazon prime even I’m on my stream+ subscription. I have already activated them since I switched to Koodo. It happened since last month.

Hi,I never received a code to activate my eSIM and so to complete my number transfer. Now I’m unable to receive or make phone calls ‘cause I don’t have any service. Can you send me an email with a code or a QR code so I can activate my eSIM?

I think it’s dishonest to add asurion to a persons account without telling them

Hi, I noticed an incorrect charge on my recent bill. On Aug 30, 2026, I was charged $18 for Easy Roam INTL (FRANCE), but I have never visited France or traveled outside Canada.The call details show "WHERE YOU CALLED FROM: FRANCE", which seems to be a network error or system glitch. have attached screenshots of my bill and my phone's recent call log (showing calls with Tyler on Aug 30) for reference.Could a moderator please check this issue and credit the $18 Easy Roam fee back to my account? Thank you.  

Asked to change my plan to a cheaper option, but still paying the same amount. Except for a $10 charge and another monthly payment that came off again halfway through the month when I had already paid my monthly bill. Ridiculous and thinking of returning to my previous phone company. 

I would like to see two my phone numbers in my account ********03,  ********51 **edited by moderator to hide personal information 

I’m trying to switch from a prepaid plan to a post paid plan so that I can roam while abroad in Europe but to do so I need to link my accounts which requires a callback. I can’t callback because Prepaid plans don’t have service abroad. Is there someone I can email in order to access my account? I also haven’t been able to  receive a text to transfer my phone number over to the postpaid account because, again, I can’t access my phone number while abroad (the whole reason why i’m trying to switch)

I’m currently a Koodo Prepaid customer. Fast Switch was working on my account yesterday and I could view my targeted prepaid-to-postpaid offers, including a postpaid $30/50GB migration plan. Today, the Fast Switch page immediately shows “We couldn’t complete your checkout,” so I can no longer access the migration offers page at all or view any of the other offers that were available to me.I’ve also tried accessing it from a different browser and a different device, but I get the same error every time.I have not completed an order or changed my plan. Prepaid customer service was unable to resolve the issue. Could a Koodo rep please check whether my Fast Switch eligibility or migration status is stuck on the backend? I can provide my account details by PM if needed. 

Hello, I am trying to receive emails as text messages on my Koodo iPhone. I sent an email to my 10-digit Koodo phone number followed by @msg.koodomobile.com, but the message does not arrive on my phone.Could a Koodo representative please check whether email-to-MMS is enabled on my line and whether it can be activated?Thank you.

I am in the EU and have a 14 day travel pass for roaming.I got a notification that I had used 200 GB of data. This is the first notification I have received about data usage.In my settings I have all the different kinds of notifications enabled so should be notified about everything possible.Issues:My data plan allows only 100 GB per cycle and my Usage currently shows less than 2 GB used. I suppose roaming usage is not reflected here. How did my usage get to 200 GB without me receiving previous notifications? I went to look for the text message for the notification and I can't find it. I even searched the messages Trash. Where did it come from? Is there a way I can see these notifications in the koodo mobile app?So in summary I'm confused about what is happening and worried about my bill. Thanks.

I recently had my cracked screen replaced at MobileKlinic, I had forgot I have device care. Can I still get reimbursed for the repair or a portion  of it?

Hi, I want to cancel my koodo monthly plan. I am outside of Canada where the sim was issued so I am unable to schedule a callback.  I have reached out on your FB page via msg. Can anyone help resolve this matter? I have also shared my Canada Kudo number via FB msg. I have also provided my alternate contact number to resolve this issue? 

I am planning to get a Europe Travel Pass for an upcoming trip to access my plan abroad. The description states that I will have access to the data from my plan, however, I have the “rollover data” perk, and I am wondering:Is the rollover data accessible when using the Travel Pass?Or is it only my base monthly data that I will have access to?  

I have been trying to purchase a replacement phone and when I get to the point of buying I am informed that I will lose add-ons when I buy from Koodo.  Getting on Koodo chat to see what is to be done to keep my existing plan as is, I put in a lengthy description only to get knocked off just before send.  Lesson learned.  Put in short pieces of the overall post.  Then I am informed that to continue through a live agent will cost me $80 as compared to going through self serve.  A call back is scheduled which Koodo is late for (only 6 or 7 minutes), but then after explaining the situation and being put on hold, I am knocked off.  No call back.  Generally speaking, the agents are very nice and for the most part competent.  Buy the process sucks.  

My plans keep changing without my consent. My last post on this topic has been deleted. Now I can’t even schedule a call back to fix the issue, this is the response to my call back request wft:   

I am unable to use Self-Service to register because the Kodoo Assistant can’t help me.  Was speaking to a human customer support earlier, but could barely get past what she was saying as her English wasnt clear enough. I need to switch in the next few hours, or I hav to go elsewhere. 

I just signed up for a new number and I am nt able to login to the self serve because I never received a password. When I click on forgot password i don’t receive an email and i checked spam as well. tried several times. When I try the assist and ask for a rep it goes in circles asking me to login and when i say i can’t login it tells me to forgot password so it’s impossoble to speak to a human. When i call the number it tells me to use assist which will transfer me to a person but it doesn’t.

i’ve googled, i’ve self served i’ve contacted koodo ai and i still just can’t seem to cancel my stream+ ?!

Hi,On September 14, my iPhone 15 suddenly started showing “Invalid SIM,” and I completely lost service on my Koodo line.After contacting Koodo Assist, I tried using Self Serve to reissue my eSIM. The process appears to complete on the Koodo side, but my iPhone never receives the notification to install or activate the new eSIM.I spent a day chatting with support, and a phone call was scheduled for the following day. The support representative I spoke with asked me to restart the phone and said I should then receive the eSIM installation notification. He also said he would call me back to confirm whether it worked, but I never received the callback.I’ve now tried the troubleshooting steps provided by Koodo, but I still have no service and cannot activate the replacement eSIM.At this point, I’m out of options. I urgently need to recover access to my phone number because many of my accounts and services are tied to it.Could someone from Koodo please help escalate this and check whether th

Will Koodo be allowing iPhone Handoff (use the same # on two iPhones, but only 1 at a time) as announced by Apple for iOS 27?

Hi,I changed out plans over a month ago and setup autobank payment but the $10 off both plans didn’t apply their discounts correctly.