Managing your Services

Hello to All,I hope someone can help me with this question. I have asked to have my phone number unblocked to move to another provider. How do I know the account has been cancelled, without phoning them.

Please look into the active pending conversations as one is an emergency as is still pending and needs an urgent resolution.With warm regardslVladimir 

I had a problem getting my services reactivated as my card details changed .  Now that it was reactivated by changing my email  . It is no longer connected to my telephone number only the new email and I have been over charged  two times for basic and another for premium . When I go to assist it tell me that the phone number is not linked to the account . I see this is a problem others have had could you please advise me of what I should do to get my refund for the duplicate charges and hook my phone number back to the stream plus account 

Hi there, I have an incorrect roaming charge on August 26, 2026. I was in Cordova Bay, BC at that time and I don’t have any calls in my call log going to the US at that time. 

Hi Koodo,I’m reaching out because I recently received a bill showing approximately $610 in charges, largely due to data usage over only a few days. My regular monthly plan is around $45, so I was extremely surprised to see this amount.I was not informed that my data usage would result in charges this high, nor was I given a clear warning that I was accumulating hundreds of dollars in additional charges. Had I been properly notified, I would have immediately stopped using the data or taken other steps to avoid these charges.I’m asking Koodo to please review the charges and consider removing or significantly adjusting the additional data charges, as I do not believe it is fair to expect me to pay $600+ when I was not adequately informed that I was incurring charges of this magnitude.I would appreciate someone looking into this and getting back to me as soon as possible. Thank you.

Hello, I’d like to reactivate my SIM card after having it placed on a seasonal hold while I was away from Canada. I have now returned to the country and would like to resume my service. Could you please help me reactivate my line?

Por que me generaron un pago adicional si no acepte nada de eso a unas de mi líneas  no estoy de acuerdo en eso pago adicionales 

I just signed up for a roaming package for europe for $50.   It is added on to my plan.  I just received a text from Koodo saying “You have purchased more data to be used until the end of your bill cycle, which ends ……….   .      Your data is no longer paused!    what’s going on?? 

Hi Koodo Community,I’m hoping someone from Koodo can help me resolve this issue.I cancelled my Koodo phone number/service back in February, and I had already paid all of my previous and final bills. However, I am still being charged approximately $19 every month, even though I no longer have an active phone number or service with Koodo.I have been trying to contact Koodo to find out what these charges are for, but I have not been able to get a proper response. I even went to a Koodo store in Surrey for help, but the representative there was also unable to explain why I am still being charged.At this point, I would like Koodo to please investigate: Why am I still being charged every month after cancelling my service in February? What exactly is the ~$19 monthly charge for? How can I stop these charges immediately? Can the charges taken after my cancellation be reviewed and refunded? I have already paid everything I owed before cancelling, so I am concerned that these charges have

The last and only time I’ve ever receive a payment confirmation email after paying my bill was back in Feb 2026. Ever since then I’ve been repeatedly FORCED to go through the dreaded “request call back procedure” to get an actual  payment confirmation email sent to me because the automated confirmation email is NOT WORKING. Each time I’ve also notified Koodo that the automated confirmation email is NOT WORKING, but it seems to fall on deaf ears.My account preferences are all set correctly and I’ve used 3 different browsers to pay by credit card through the self serv page and still no confirmations are being sent even though they have no problem sending me emails that my bill is ready. Is any one else experiencing this issue?

I am traveling. I purchased an International roaming package but I'm getting alerts that my data usage will expire, how do I ensure my internet access continues?

My Iphone battery life is nearing the end and i want to change phones. I selected a google phone but when I go to check out, it is asking what plan I want. I don’t want to change my plan as it is overkill already for my limited usage, but it wants me to pay an extra $5/month for the new plan with even more wasted data. And then, at the very end of the process, the plan isactually $10 morea month and you get a $10 rebate if you sign up for auto-pay. I already have that, so will i get that rebate or not? Too bad there are no f** agents left to speak with.

I tried to move over from prepaid to post paid and now my phone no longer has cell service and i can’t login online.

I live in Canada and I am purchasing a 3 day easy roam travel pass for the USA and was wondering if while I am in the USA, would I be charged if I called back to Canada. Does the travel pass allow you to make free calls back to your home country (Canada) while you’re travelling in the USA?

We are heading to Hong Kong and Mainland China in a few days, we were going to purchase eSIM and VPN but an now hearing that using Roaming through our existing plan works and then we can connect with people at home. Has anyone used Koodo roam plans in China, how was your experience? Was it easy to set up? I have a 100 GB rollover plan so I’m not worried about running out just eat to make sure I have all the required access while we are there.  Thank you!

Just added a new line and unable to add the free perk of Rollover Data.  Is anything able to be done on Koodo's end of things?

Hi, I’m currently in West Africa. I recently switched my Koodo prepaid number to postpaid, but my order is still processing and my number is not working. I need to receive security SMS from my bank and CRA. Can you please activate my line and help me get roaming service? I need to keep my current number.

Hi, I recently switched my Koodo Prepaid number to Postpaid and kept the same number. I am currently in West Africa, but my line is not working and my order is still processing. I need to receive security SMS from my bank . Please help activate my line and international roaming without changing my number.

I purchased an esim plan for a fully wiped device that doesn’t have a physical sim. I haven’t received the QR activation code or push notification to set it up.I have gone through the recovery process but still never receive the push notification.Phone is a Google Pixel 7 and is fully up to date.

I purchased a 30 day Europe travel pass from Aug 24-Sept 24 for use in Ireland. Can I purchase another one for use from Sept 24-Oct 24? Is there a maximum number of passes I can purchase?

I’ve been getting calls multiple times a month (and recently, weekly) from 1 844 518 7852, which is screened as Telus on my phone.  I’m inclined to block the number, especially because they never leave a message, but I only started getting these calls after I created a Koodo account so I wonder if it’s actually legitimate. I believe I picked up once a while ago and I think it was an offer/someone claiming to be a sales rep but I don’t remember, I’m only bringing it up now because the frequency of calls is increasing

I will be travelling to the Philippines in a few weeks, I have Unlimited International SMS included in my plan. Does this mean I can send and receive messages while I am in the Philippines free of charge? Or is it only free for incoming text messages?

title says it all can’t choose a perk as the site does not function 

I have a new phone number and a new eSIM plan to go with it. All looks good in Self Serve. But I have not received a welcome email, an activation code, or a QR code. Where is the eSIM information, where are the activation details (not instructions)? After the two hours it took me on the phone to actually make this purchase, this seems like an inauspicious start. 

I'm being charged $200 plus this month, can someone please go over my bill and send me the correct charge. I haven't missed a payment so why is my bill higher.