Managing your Services

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.

I recieved roaming charges on July 11 and July 15 when I did not leave the country. I work near the border but never left canada.I  need these charges removed so I can pay my bill please.

My phone was stolen and I received roaming charges. I had to pay the bill as we have 2 lines and internet with koodo. but you can only dispute charges before you pay them.

My prepaid account was suspended because I was missing 3$ due to the extra 5$ 3G fee. I recently bought a ZTE Nubia Cymbal 2  which is a 4G phone. Without the 5$ 3G fee, I have enough money in my account. However, it’s not allowing me to reactivate my account since it is still requesting the 5$ 3G fee. I upgraded my phone to 4G. I should not be paying this 5$ 3G fee.

Hello. I purchased Crunchyroll Mega Fan subscription. I received the emails for the receipt and the activation link. Every time I try to click the hyperlink, it takes me to my subscriptions but I don’t see the crunchyroll activation part.. I only have the Stream+ (which was purchased before). Will I be able to get a refund for it as it’s been days and the problem hasn’t been resolved? 

I never left canada. I live on the border of the USA a 5 min drive. Now that I have gotten my young son his own cell & put him on my plan we both are getting charged this fee. Help us fix this! This is the second easy roam charge I have gotten this year. How do I stop it from happening? Is a refund available & a way to stop it from happening? Thanks

Dear Koodo Team,I just purchased and activated a Koodo Prepaid eSIM, but after activation I learned that Koodo Prepaid service is not available outside Canada and the U.S. I am currently outside Canada, so the line shows No Service and I cannot receive calls or SMS.My Prepaid account number is 1000000****6. I can provide the full account number privately to a Koodo representative if needed.I would like to switch this new Prepaid line to a Koodo Postpaid plan so I can use the number while abroad.I found information about the Fast Switch Self Serve option for moving from Prepaid to Postpaid, but I am currently unable to access my Prepaid Self Serve account.The first issue is that the login process requires an OTP sent to my Koodo number. Since the Prepaid line cannot connect to a network where I am, I cannot receive the OTP.I also tried using Forgot Password and resetting the password through email. However, the password reset does not work either.The page says that the password must:Con

do they have 30-day Easy Roam Travel Pass for Mexico?

We have somehow ended up with 5 phone lines for 4 people on the plan.  How do we cancel the unneeded one?

Hello, Im currently a prepaid customer who has travelled internationally for vacation.  I wanted to buy the Easy Roam® International add on but i cant since i’m prepaid. So i attempted to move to a post paid plan through the self serve migration tool but i keep on getting the same error, even after trying throughout the day.  Lastly, my phone doesnt support eSim, so i cant move to Telus as a quick fix. Any help is appreciated! 

I changed my prepaid phone number today to a new number (still prepaid). Restarted my iPhone immediately after updating my number. It’s been a couple hours and my new number is still not activated. I’ve tried restarting several times, even left it off for over 20 minutes, and not having luck. Has anyone encountered this issue? Please let me know how you resolved this. Thanks in advance! 

I got a roaming charge for EasyRoam on m phone number 604 *****86 .It is for US roaming on August 2, 2026. We never left Canada. On that day, we were travelling in Northern Ontario between Wawa and Salt Ste Marie where connectivity was limited so we made a very limited use of our cell phones. 

My 360 day prepaid plan expires September 17. If I enable automatic top up with a registered credit card, would it be renewed automatically and charged to my card? Or, do I have to top up by manually adding funds to the account?  I see that automatic top up is for monthly charges, does not mention annual charge.

I have two lines and I am unable to add free perk (rollover) to either of them. I tried different browsers, clearing cache etc. 

Hiwhy I still received Telus bill while I'm not with them anymore 

I am being charged an extra $5 for using their 3G service on my old phone as an add-on in self service.  I just activated a new iPhone. For the upcoming bill, I will probably have to pay it since I activated the new IPhone mid cycle,  but will the monthly $5 charge be automatically removed after this billing period or do I have to notify someone at Koodo? 

I was previously a Public Mobile customer but was offered $30/50GB to transition over to Koodo. I was paying the same amount as a Public Mobile customer but for 20GB. I just received my bill and it is appearing as $40. I no longer have access to my Public Mobile account and I don’t have a screenshot of the offer that was given to me.The offer stood as $30/50GB, without the auto-payment discount, so this is false advertising on Koodo’s end. I’ve tried to click on the “Want us to review a charge on your bill? We’ll review it and respond within 4 hours.” but it’s not even a clickable link and it doesn’t lead to anywhere.Had I known I was going to be paying more, I would’ve not done the migration. Thoroughly disappointing experience.

Do I still need to cancel and resubscribe to my internet plan if I plan on moving out in 2026?

Its getting really annoying how difficult it is to change a perk.  Please help as nobody yet has still changed my perk.  Its to a point where changing service providers is the answer.

I arrived in Germany yesterday and assumed I could only access Easy roam with $18 a day. I was getting advertisements for eSIM and other services and thought I would double check with Koodo. I just checked now and I purchased the 14 day Europe pass and got the same confusing email about data, nothing about my pass. It said it activated when I landed in Germany, but I am already here and learned about it after landing. I would rather use my own phone company so went for that option. However, if it doesn’t activate does that mean I will be charged for 14 day package and the daily roaming fee? I don’t want to get hit with all the extra charges for daily roaming if my 14 day pass doesn’t activate. I tried turning my data on and off and airplane mode etc. but I still haven’t got a text which said that the plan has activated. I read through all of the other questions related to this issue and didn’t find an answer. my situation is different from the other questions as I am already in Germany

When using Koodo Assist through your phone you are not able to schedule a call 

I switched yesterday from public mobile to Koodo.  Lucky for me my phone works, but when I login to my account the only service I have listed is my stream+ Im supposed to add my bank account to get the discount but the site doesn't even say I have a mobile account.   When I click on mobility it says the site is down.

Hello,There is a $10 roaming charges on my latest bill and I was never out of the country. The date is July 7th.Could this be removed, please ? Thank you 

Greetings: I am trying to activate a new prepaid retail kit. The website is completely stuck at checkout and will not recognize my $20 packaging credit, demanding $21 instead. I do not have a working phone line to call in, I am at home on Wi-Fi, and the chat bot will not transfer me to an agent. I have my selected number and my 19-digit SIM card number ready. Can an official Koodo rep please private message me here to process this activation manually? Thanks in advance.

Hello! Wondering if someone can help i bought the bundle amazon netflix and disney and while the others were easy to activate whenever i click on active my amazon prime nothing happens. And doest seem like i can speak to a person and the robot does not recognize my questions can someone help? I dont want to give up and cancel all lol thank u very much