Managing your Services

Changing email account 

I had an overdue balance that needed to be paid to reinstate service. When I went to pay it in self serve, after submitting my card information I got a screen saying the transaction couldn't be processed (or something like that). The problem is that the amount I wanted to pay was still withdrawn from my account. I didn't get a confirmation email like I usually do, and the outstanding balance remains the same. Is that payment just lost in cyberspace? 

I bought my internet on October 31st and it is currently December 11th and I have yet to receive a bill notification or anything for it and it is stressing me out. Is there any reason for this?

What is the difference between Instant Voicemail add-on, Visual Voicemail add-on and Premium Voicemail perk? I am using an iPhone 14 Pro with iOS 17

Hi, I recently moved to Public Mobile and the eSIM activation was seamless, only took a few minutes. But I’m leaving for Europe tomorrow and I realized that Public Mobile does not do Data Roaming in Europe. So I registered with Koodo thinking I could also activate the eSIM directly.However, they say they are going to ship me the physical card in 5 days? I won’t be there to receive it, and I also won’t be able to receive text confirmation messages to transfer the old number since Public Mobile doesn’t support receiving messages abroad…Is there any way someone can help me activate my eSIM card directly and quickly?I’ve tried using the self-serve, as I understood this was how to activate the eSIM. However, it does not let me log in without a Koodo phone number, and I wasn’t allowed to transfer my old number yet, and also didn’t received a new number… I’m lost as to what to do here… please help

My plan allows 1 perk, I have chosen Unlimited International Calling, and I would like to keep that and add Unlimited International SMS.How much do I pay monthly for choosing the second perk as an add-on?

If i set up an automatic pay for my phone bill Via my bank , how long does it take for KooDoo to recive my payment, and when its paid will that show up in SelfServe ?

I’ll be in the Middle East for a month or so and want to be able to use my Koodo monthly prepaid plan to send and receive texts. I won’t be using voice at all. EasyRoam is ridiculously expensive for me needs. My questions are: During my stay in the Middle East, what is the cost of receivng a text from Canada? If it’s different, what is the cost of receiving a text from another country?What is the cost of sending a text to Canada? If it’s different, what is the cost of sending a text to another countryI’m honestly a bit underwhelmed by the lack of clear cost info from Koodo. It seems like all it wants to do is pitch EasyRoam.  Thanks for your help!

I am on Canada-US plan ($60/month)I am a little confused about the coverage, so let me ask the details.  1. Canada - US calling1) Both making and receiving calls with my friend in US are  free?2) Do I need to be physically in Canada for the calls for free? 3) If I am in US for travel or business trip,  both outgoing and incoming calls between Canada and US are still free? or is there additional charge? 2. Long Distance calling1) Both making and receiving calls with my friend in Korea are free?2) Do I need to be physically in Canada for the calls for free?  3) If I am in US for travel or business trip,  both outgoung calls to Korea and incoming calls from Korea are still free? Or is it added extra charge?  I am looking forward to your knowledge. 

Hello,I received my sim card, and set it up and transfered my number from my old provider yesterday, Dec 6. Why my bill starts at Nov 27? Should I pay for the time while I was waiting for the sim card? My phone #: **34Account #**83 Feng Chen 

Hi, I got a plan on black friday. They shipped a phone + sim card to me. I never got an activation email, so I had to make an account through the CS callback folks. This was on the 27th of November. My account says the billing cycle was the 27th of Nov to the 6th of Dec, and now 7 Dec to 6 Jan. However, I still don't have a bill! Self serve says "This information is unavailable right now" under my bill and there just isn't one. When should I expect to get a bill? 

I helped a student pay for their pre-paid phone a few months ago. I don’t know their phone number. How do I cancel the prepayment arrangement? I looked on my credit card site and can’t do it there. The credit card company is sending me back to Koodo to take care of it, but I’ll be damned if I can get through the frigging site’s chatbot - there is no assistance available from anywhere but here. Hoping you can help because i’m at the end of my rope.

Is there any way I can have the forwarding charges reversed for my last two billing periods? I was not aware that I would be paying a per-minute charge for local forwarding. I have since added the $3 option to my number. Thanks for your help,Bryan

I’m trying to register a replacement sim card in self-serve, after entering the sim card number and verification code, I have had no success but keep on getting this message “Oops! Something went wrong. Please try again.” Any ideas on how to solve this? Thanks.

I was text a offer regarding a data upgrade. There are 2 phones connected to my account.  Only 1 phone was text the offer. Both phones have different data plans.  The phone that didn't receive a text about data upgrades was the phone that I wanted to upgrade the data on.  Why wasn't both numbers on my account offered the data upgrade?

I’m from Canada. When I travel on a holiday to Mexico, can I send text messages to family back home in Canada? 

 I still remember I registered a service with Koodo in a small store at Halifax Shopping Centre and it was Cyber Monday, 28th Nov last year 2022. At that time, I was a newcomer to Canada and I just got my WP approval, that is why I needed a phone number and Koodo had a big offer. I clearly asked the staff if I could able to choose the phone number by myself  and he told me yes; after all the process was done, he gave me the sim card. I was shocked bc i didn't choose the number yet then i asked him again and he apologized for that mistake. After that I told him, please determine the service because I want to join EAST LINK service provider so that I can choose the number by my own.Then he told me, when you register the new service with East Link, Koodo will determine the service that you have with them so don't worry about that.Then I came to East Link and registered a new phone number with them, Koodo did send the messenger to confirm changing the service provider.

Why is Koodo sending text messages at 2am and waking me up? How do I stop this?  

I have a family member who wants to transfer 3 numbers over from Virgin to take advantage of the Black Friday promos. The three lines are all on one account on the Virgin end, and the family member would like them all to be managed by one account on the Koodo side as well.How will this work? Will they need to set up one line and wait for that SIM to show up before adding the other two lines? Or will they be able to add the second two in the mean time?

Hello All,I am trying to get a printout of my call history for the year 2019.  Is this possible?

Good Afternoon,I attempted to change my (and my wife's) rate plans with Koodo mobile using the online "self service" function on 25 Nov 23. According to the Koodo website (https://www.koodomobile.com/en/help/changing-your-rate-plan):"Your Self Serve account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab."I followed the directions through the "self service" system to cha

I had created a Koodo account via calling in to port over 2 numbers into new plans. Now that my sims are finally arriving and I’ve created my self serve account, I’ve realized that the Koodo phone rep (who was otherwise SUPER helpful) incorrectly opened 3 plans. I have no need for the third plan nor do I want to be charged for it.I couldn’t find any articles or other advice on how to proceed.

I have my phone under a device care complete protection plan. My phone is broken and needs to be repaired. I have tried several times over 2 weeks to start a claim to have it fixed and get the error message “Sorry for the inconvenience, this page isn't available. If you're a customer please visit https://www.asurion.com/about/contact-us/call”. The link is broken when I click it. I have tried to search a way to contact customer service and this does not appear to be an option. Any information would be appreciated. 

Hi I have some questions about the home internet service Koodo provides.Is there any activation fees and or router or modem rental fees or is it purely 55 dollars a month for koodo subscribes plus tax? Is it cable based? how long does this deal last where subscribes get it for 55 and will it change after you lock it in thanks for any help 

I just signed up to a 5G plan. The upload speed is throttled to such a degree where it is not usable for video calls.  I am getting around 100-150mbps download on 5g in my home area, and less than 10mbps (6-10) up. On LTE, I get 80-100 mpbs, and a similar upload rate.Testing in other 5G areas around the city, I have gotten 250mbps down and 50mbps up.  If 50mbps is the upload limit, there is no reason why I should not be able to achieve similar upload speeds when I can achieve over 50mbps download (in my case, 100-150 mbps as I stated above).There is no mention that upload speeds would be throttled at all on any of the plan information pages.  And now to find out that the upload is throttled, and to such a degree where I cannot use the service, is unacceptable. I ask that the upload rate limit is increased.