Managing your Services

I am adding a line to my account.  $30 for 20G data.  Does that include messaging as well?

Trying to change the free perk on all four of my koodo lines to the roll-over data and each time getting error message to try again in an hour or to chat with rep and each time get no where. Is there any concrete way to have the perk changed in time for the billing cycle?

I’m trying to get rep help with a bad rate plan change from yesterday, but the bot link to arrange a callback is a link well-broken today.   Please fix Rep Callback link.

Does anyone else have issues using their 5g when the power is out? 

I just signed up for a monthly phone plan online but when I go to register for self serve I get this error message after the password and security question setup page. I have tried to follow the error messages prompt however as it won't let me create a self serve account I can't log in to have the Assist schedule a call back. I need technical support for the literal thing thing that let's me access customer support😖 

Hi, I’ve purchased the 1GB data add-on five times in total. However, I think the last purchase may have gone through twice by mistake.My internet connection wasn’t working properly, so I tried several times, and I think two 1GB add-ons were purchased at the same time.Would it be possible to cancel one of the two and refund the extra charge?Thank you!

Can anyone tell me if this phone is going to be comply to koodo standards in the future (march 1st)?

I cannot log into self serve suddenly. I changed my password but still cannot login. If my account is locked, how can I unlock my account? 

I recently moved to Koodo from Bell, and transferred my number over. However, I never got a QR code or prompt or anything to put my Koodo eSIM on my phone.I saw this post where the person was suggested to go through the eSim recovery process in Self Serve. I tried that, but am stuck on a screen that saysGet verification code Before we start the transfer, we need to confirm your identity. We’ll send you a 6-digit verifcation code. Where do you want it to go?There’s only one option below, the email I made my account with, but I can’t select it because of this message.This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now.I guess that makes sense since I only recently opened the account, but now I’m stuck unable to call/text without the eSIM.

Hello, my daughter’s phone has roaming charges for $16.00. This was while we were traveling to Sooke together. As soon as the notice came up that roaming charges could apply she put it on airplane mode and still charges were applied. We have not been to the USA.  Could we please have those charges overturned? Also, this happens almost every bill as she lives in Victoria and she has turned off roaming capability. She will not be traveling to the USA...how can we disable this?  Thanks.  

Hi, My previous balance was 108$ and I did pay it last day,now I got new bill and the total was 165.22 $ !!!!What is the problem exactly ? 

Hi Koodo,I wasn’t expecting Koodo to charge my bank on 16th because bill was displaying 23rd as due date. Koodo’s automated system tried to charge my bank when I didn’t have anything there. I paid the bill on the 19th but Koodo is now trying to charge me $80 for NSF during the next billing cycle.This is a terrible experience. I think it’s not fair to pay $80 because it was Koodo that didn’t inform me about the actual scheduled payment date. Please waive the $80. Thanks,

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.

Got this popup in self serveIs there any more info about this disruption? Will logging in to self serve be unavailable?Actual phone/data service unavailable? Thanks

Every time I opened my public mobile app it asked me if I wanted to switch to koodo. There was an offer (regular 50 dollars) 40 dollars for 150 gb of data per month. But when I signed up suddenly it was 50 bucks. How do I get the 40 dollar deal that was promised? Thanks. 

I just want it to work! Why can I make a call? Can someone please help me. (very frustrated) I started setting things up last night to move from public mobile to koodo (honestly, I wish I hadn't bothered) and I cant get anything to work. My account is opened (and I'm signed in) and it would appear that the number has been ported over but I still can't make a call or use data. I've spent hours on this this morning and I'm not making much progress. I could really use a hand. Thanks. 

I have a plan that is 40$+tax /month and for some reason I just got changed 66$+tax what is that about?? I have 150gb of data and no chance in heck I went through it as well as calling and text included. Kinda shady

Hey I have a question what will happen if a pre-authorized payment has come out of the pre-authorized account but there isn’t any account does have sufficient funds. My bill shows it’s been paid but my preauthorized payment but there wasn’t any funds in there. I’m trying to pay my bill manually but it won’t let me. Look forward to hearing a response on this inquiry.    Thank you 

Hello,I just landed in Japan and before I travelled I purchased an Asia14 travel pass, and my Koodo account (Selfserve) reflects/confirmed that my travel pass is purchased. however when I landed and turned on cellular roaming, I only got a text that says “you have easy roaming…” - see attached screenshot.can you please confirm I do indeed have the travel pass and it is active and I will NOT get billed more than the 70 dollars for the first 14 days of use? 

Hi, I just switched from Public Mobile to Koodo using Fast Switch.I confirmed the number transfer by replying YES to the Public Mobile SMS. Public Mobile has now disconnected my service.Koodo appeared on my iPhone for a few seconds, but then disappeared. I never received the Koodo eSIM or QR code, and I currently have no cellular service.I also cannot access Koodo Self Serve because my password reset email is not arriving.Could a Koodo representative please check the status of my port and help provision/send my Koodo eSIM?This is urgent because I currently have no cellular service.

I ported my phone number from Public Mobile to Koodo Prepaid (I got a call back via chat and had an agent do it over the phone as I was told to) but when I look at the settings app in my phone under SIM or about phone it’s still showing the temporary number I was assigned before I ported my other number over. 

So, I am a Public Mobile customer, and on September 28th was offered a promo for a Stream+ package (Netflix, Amazon Prime, Disney+) for $23/month via Koodo Self Serve. I signed up, and my card was charged the full amount plus NS sales tax (26.22), but whilst setting everything up, about 30 minutes later, totally umprompted, and without clicking anything, I was automatically "upgraded" to Stream+ Premium and charged an ADDITIONAL $39+tax (44.46), and I have been unable to contact support since. I immediately tried the 1-800 support number, but was placed on a 1 hour hold without anyone answering. The Koodo Assist bot cannot help me, because I do not have an active Koodo mobile subscription. Who should I turn to next, short of visiting a store, to resolve this issue? I REALLY would like to avoid going through my bank for a chargeback.Regards

Hello, my name is Sally Oh, and I would like to inquire about my cancelled plan and the charges on my account.I was in Canada as an international student from January 2024 to July 2026. I moved back to South Korea, my home country, in July 2026, and I cancelled my Koodo plan when I moved back.However, I recently received an email stating that I need to pay a total of $134.89 for charges from July, August, and September.I understand that I need to pay for the Koodo service I used until July 11, 2026, and I am willing to pay for that period. However, I do not believe I should be charged for August, September, or the remaining days of July after I cancelled my plan. I can provide proof that I moved back to South Korea in July 2026 if necessary.Could you please review my account and clarify these charges? I would appreciate it if you could remove any charges that were incurred after my plan was cancelled. My phone number is 672-963-0731.Thank you very much for your assistance. I hope you h

Hello, It seem that Koodo’s  Caribean destinations does not include Barbardos?  What will be the roaming solution for  Barbardos then?From this link https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes?srsltid=AU7gw4XHZol_4pofpZJO5BMdJOhvWwbIisoMJGn_1totn4Y01kgpboPT The eligible Caribbean/Mexico destinations include:Antigua & Barbuda Aruba Bahamas Bermuda Bonaire British Virgin Islands Cayman Islands Curacao Dominica (Commonwealth Of) Dominican Republic French Guiana French West Indies Grenada Guadeloupe Guyana Jamaica Martinique Mexico Montserrat Saba St Kitts & Nevis St Lucia St Vincent And The Grenadines St. Barthelemy St. Eustatius St. Maarten St. Martin Trinidad And Tobago Turks & Caicos Islands

I have used wifi calling for a long time.  Recently my phone has been dropping calls at home. I use wifi calling because I only get either no bars or just  one bar of mobile reception in my house.  So I double-checked that wifi calling was on. It was but it was set to mobile network preferred and there was no longer a choice to use wifi as there was before.  I don't understand why the only choice is to use mobile network. Isn't the point of wifi calling to use wifi because you have little to no reception at the time.  And if I'm losing calls in my house then it's not switching to wifi. (Which I read is supposed to happen)