Managing your Services

In my self serve billing or profile I have no option to remove my preauthorized payment option. I want to remove this from the account, but there does not show an option on my screen to do so, only an option to add another or alternative preauthorized option. 

Hi everyone,I'm hoping someone here has experienced something similar because I'm completely stuck.I'm trying to activate Koodo's $100 prepaid plan and port my existing Canadian phone number from a third-party mobile plan company called PhoneBox.Here's what's happened so far:I contacted PhoneBox, and they approved my port-out request. They emailed me my account number, which I understand is the information Koodo needs for the port. When I try to activate the prepaid plan on Koodo's website, I consistently get a "Payment Error" during checkout, so the activation never completes.To rule out common issues, I've already tried:Three different payment methods Two different billing addresses Multiple attempts over the past week. Different devices and browsers. I'm currently outside Canada, but I started trying to activate the plan while I was still in Canada. I am using an iPhone 16At this point, I'm wondering:Has anyone experienced this type of payment error when activating a Koodo prepaid p

I transferred my number from Public Mobile to Koodo. However, during the migration process, my eSIM activation failed. The number has been transferred over but I lost access to that number. I purchased a Koodo Tri SIM card from Telus website so I can use it to replace my broken eSIM.So, I navigated to the sim card update page. Self serve > Mobile services > Get help with SIM cards > Update my replacement SIM card Then I entered my SIM card number and went to verification page. Obviously, I can’t receive verification code via SMS because I don’t have access to that phone number.I selected email verification and it’s throwing this error 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.” So, now there’s no way to receive verification code to update my sim card info.Does this make sense? I haven’t been able to access my phone number for more than a week. Thi

I purchased a 14 day travel pass for Europe on June 1st in anticipation of my trip to Greece....I got the confirmation email and assumed everything was good.… When I landed in Athens, I got warnings about roaming charges....I went into my self serve and activated the travel pass again and the warnings stopped.… on my bill i accumulated 80$ of roaming charges on top of my travel pass....I asked koodo to review the charge but they said it was because I connected to a satellite and so the charges were valid and would remain.... I think the issue is the travel pass not added to my account or not activating properly....I did not check my self serve account to verify the travel pass was added...I assumed that since I had the confirmation email everything was good..… anyway Koodo is not owning up to it

IIf you  want to talk to a Human agent read below. Tried everything to talk to a person to know about changing plan. They asked to talk to a chatbot first.Before if we ask the Chatbot to schedule a callback, it was done right away.Now it redirects to a new chatbot, says Live agent, But no one replies,Frustrating.So, I asked Chatbot to Cancel My account, and it right away showed the option to Schedule a Callback.OR You can call a physical Koodo or Telus store , and ask them to schedule a callback for you.Hope this will help.To Koodo, if you dont improve this, I am porting to other company with 3 other accounts.  

My number was ported from another provider today and I didn’t receive the eSIM prompt.  I gather I need to get a QR code, but I can’t seem to figure out how to do it.  In self-serve, it won’t let me manage anything using email verification since my email is new (new account and all...).  So it can’t send me verification.  I desperately need my phone functioning ASAP and I can’t figure out how to get in touch with an actual person to help.  The person who did the porting gave me a support number but it’s Telus (yes, I know Koodo is a subsidiary) and there’s no one to take a call there, apparently.  What can I do?!

The Koodo website suggests that you can get an eSIM when signing up for a prepaid plan, but it also says that the payment for this has to be linked to a Canadian address and therefore I assume that my UK registered credit card would not be accepted. Is my only option to find a physical SIM card in store and sign up for a prepaid plan that way?I will be travelling in Canada for around 40 days and I want calls plus data. Thanks 

As stated in the title, no 5G connection on my A52 5G, despite changing plan over a week ago and receiving confirmation.Tried the basics like restarting the phone, resetting network connections and also reconnecting to the Koodo network.Could it be a sim issue? How do I know if my sim card is compatible with 5G?The area has better 5G coverage than 4G, but as mentioned i haven’t been able to get 5G anywhere.Thanks

Hello out there - we signed up for the Stream+ Premium bundle this morning, and we are now stuck on the activation. More specifically, we are not Koodo mobile or internet customers. From what we can gather, we need to set up a self serve account to activate the services, but we seem to be caught in a loop where it asks for a mobile number and sends verification via text but the text doesn’t come.Not sure if we are supposed to wait for self serve account setup to be done, if we missed the self serve account setup, or if there’s something else that needs to be done. To reiterate, we are not Koodo mobile or internet customers and, at least from what we’ve read, you can sign up for Stream+ even if you’re not a Koodo customer. we tried the digital assistant but didn’t get any satisfaction there.

I have an unknown charge on my current bill for $115 for a Microsoft product. I did not make such a purchase and I need help removing this charge from my bill 

Hi everyone,I'm hoping someone from Koodo or the community can help because I've completely run out of options.I'm currently in the UK, and while I'm away, a relative has been paying my Koodo bill for me. I also have pre-authorized payments set up on my account, but for some reason they never process automatically.Whenever I try to make a manual payment, I receive the following error message:ss_otp_40023_tokenizationfailure_step2I've seen this exact error every time I've tried to pay over the last three billing cycles. I've attempted to make the payment dozens of times, using different devices and browsers, but nothing works.Because this issue has gone on for so long, I was even charged additional fees on my monthly bill through no fault of my own, as Koodo's payment system simply won't accept my payment.I've also tried contacting support through the Koodo Assist chatbot, but it won't let me connect with a representative, so I've been left with no way to resolve the issue or even pay m

Does the Data Block with Picture Messaging add‑on have any cost when I switch it on or off during the month?

Hello, I currently have an old android phone with a sim card. I am considering getting an iphone. I would need an esim on the Iphone. How would I go from a physical sim on my android to an esim on an Iphone? I have tried searching Koodo for this information but cannot find any topics on it.

Is it possible to delay payment for a month. Just lost my Job and dont have the funds to pay right now as i had rent and other bills to pay.

I want to change my credit card payment to direct payment from my account. I have fallow the step but can’t get the right billing session in order to manage the account. Self serve only gives me an option to chance credit card but nothing else . Not able to select any other method or a way to change from credit card only method.thanks 

I need a 8 number puk lock but I don’t have any other phone to receive calls. 

I already have the Unlimited Long Distance Pack (27 countries) on my account, but every time I make an international call I get a recording saying international long distance is not activated and that I need to call *611. Could you please check whether the Pay Per Use International Long Distance feature is provisioned on my line? It looks like that add-on is missing on the backend.

My sim has been locked, I need PKU #  tounlocked, can someone help me

I changed my Sim lock password and now need  the 8 digit puk code but can't seem to find a way to speak with a rep. Any suggestions anyone?

Lost cell service in ottawa this morning. Refreshed everything, restarted phone, removed Sim card and all other troubleshooting attempts. If its not a network outage, whom should I call to fix it?  

So recently I had an issue where my phone lost network connection. I received the koodo feedback email. I filled out the survey and in doing so I completely trashed Koodo's technical help infrastructure paying particular attention to Koodo Community as I feel it is useless and far more time consuming than it should be considering what I pay koodo per month for our 3 lines. When I completed the survey I get a message saying "we are sorry to hear about your recent trouble", then sent me here to the koodo community  to find help. Lord have mercy the amount of ignorance is staggering.Can't wait for my contract to be up.

I have been traveling in Australia and purchased a local e-sim. While switching over I somehow incurred an $18 roaming charge in error. Impossible to speak to an agent to have this removed as I cannot call from abroad. Please provide an email or someone I can speak to about this. Very frustrating attempting to get service 

My account number and IMEI number is not recognized when I am trying to enter it to port my number to Koodo. I did not do spaces, or dashes. I have tried multiple ways. 

I just added a 14-day Europe travel pass to my account. There was confirmation page said “You’re all done”. However,  the pass does not show on my list of add-ons.  In the meantime, Koodo sends me a text “ Nice. You have purchased more data to be used until the end of your bill cycle, which ends at 11:59pm on 2026-08-01-04:00.  Your data is not longer paused”.  It is not what I’ve bought. Checked with the online chatbot and it is totally suck! It cannot get my question, and no option to contact with a REAL customer service! I don’t know if the travel pass has been added and no idea if I can use it tomorrow when i landed the airport of Switzerland. What a horrible shopping experience! What further made me mad when I check this community is that seems it is already a common problem. Lot of customers has been affected before. Why Koodoo still selling this shit product to customer? Who can help me to solve the problem? Will change the service provider once I come back to Canada!

I am travelling in Mexico… have the airplane mode on, using my wifi at home, celular data off, roming data off and I keep getting text from Koodo that roaming started runjing for my ohone number and I will be charged unless I have a plan or pass. This is everyvtume I travel and I am gettingvtired of this. Customer service is impossible to contact. Help plase!