Managing your Services

Why I was charged $3.05 a minute long distance call to Poland, when the call was not connected. I attempted to call twice about 3 minutes each time, but hanged up both times since there was no answer on the other side. In total I was charged over $18 just for attempting to call, without any connection.

Hi, If I add a TAB on the existing plan, what will happen to my exisitng monthly credit on the exisitng plan? and also I was expecting to find an expiry date for the  monthly credits applied on my bill. However, online and also on the bill PDF it shows as "Mthly credit" with no date anywhere.thanks and have a great day!

Hi, I had incorrect roaming charges in August. Can you please credit my bill? Thanks.

I have a 10GB plan with koodo, and somehow it sends me a message saying my data is paused, because I've used 100% of it. So I check to see how much has been used, and it says 7.28GB. That doesn't make any sense to me when I pay for 10GB. Help please. Is this a glitch, or something? 

Hello,If I buy a prepaid Koodo SIM in-store, does the $60 connection fee still apply or is this only for postpaid (monthly) accounts?Also, is there any way to use an E-SIM without first having a physical SIM (for new prepaid customers)?Thanks 

Is there a way to stop all 3rd party application purchases on our phones?

To cancel “Device Protection Plan” call 1 844 225 6333. Koodo does not have anything to do with it. It is insurance plan with mobile shop. Just want to share this info .

I won’t be charge to pickup any calls from anywhere in Canada, right? I’m from ABSource:  The LinkTIA  

Hello,I want to call my chase bank in the US from Canada and they have a 1-877 number. Will it be charged if i call? 

I have been travelling in Europe for a couple of months and had swapped out my Canadian Koodo SIM card for a local SIM cards in several countries while travelling. Now I have returned I have lost my original SIM card. However, I do have a Koodo replacement SIM card from when I upgrade from my old Samsung 9+ to a Samsung 23+. I put the new Koodo card in my phone but cannot use it as it says that the SIM card is not registered on the network.I went to the SIM manager on my phone and it recognizes the SIM as Koodo but with “unknown number”. However, it doesn’t allow me to (or I cannot find how to) enter my existing phone number. I have a monthly plan.  The Primary SIM is greyed out and unable to be edited.I cannot use my phone and need this fixed urgently!

Hi, I am currently in Thailand and wondering about making calls back home to Canada, if I change my perk to unlimited international minutes can I make calls for free on days I use easy roam?

Is Koodo home internet using the same modem for all plans? If you want to upgrade speed can you just go online and change your plan?  

Hello, is there a way to find my the last years worth of call history? I am logged into my self serve on the kodoo app and can't find anything that gives me my call history. Thank you, if anyone can help. 

Hello,I lost my phone somewhere and I have a data-block on it. Is it possible to track it with the Sim Card even with a Data-block. 

I requested stream+ on October 28th and received the activation email, which I activated the account. I am not able to activate the individual streaming services as it is not showing up on my account. Can you please check what is going on? Thank you!

I signed up for Koodo internet tonight. There wasn’t a tech install date for a week, so I scheduled it for next week. But the billing date and charge for my credit card hit *today* despite me not having the service yet and won’t have it for at least a few days. Is this for real? Or will my first month not start until I actually receive the service?

How do I add my husband so that he has permission to access our account info?  The account is in my name.  We just ported over today.

I am in Mexico and my old Pixel 7 needs to be replaced.  I am using an eSIM for Koodo and  a physical SIM for the Telcel network.  My new phone is a Galaxy S23 and I will be switching the physical Telcel SIM to it and using a new Koodo  eSIM voucher to switch my Canadian number to the new phone.  My question is, will be able to activate the new eSIM without being connected to the Koodoo network?  

We recently upgraded my daughters phone plan through a Koodo Kiosk. We paid for the connection fee once, but then now just got charged a second time. The extra $60 is a lot for us, but also want to make sure it’s not going to keep happening.Please let us know what we can do to fix this issue.Thanks!Account #: **30

I want to pay off my tab but I’d like to be able to pay it in multiple payments. Is that possible or do I have to pay it in full?

I already have an existing self-serve account but I am unable to log in. I have tried to reset my password several times, and before I even type a new password the bottom “Type new password again” has an error msg saying my password is invalid. When I try to click submit anyways it says the service is unavailable and to try again in one hour. I waited a week in between trying and have the same issue. The issue is not my password as the error msg is there before I even type one. I have tried many passwords that would all be valid if this error was not happening. I have tried on different browsers, on my phone and on my laptop. Error msg is there straight away no matter where I tryHelp!!!!! 

I bought an iPhone online in March 2023 trough the online Koodo site and payeed in full. I cannot find the invoice for this purchase in by self serve profile. I had some issues with my phone after I received it ( phone was cutting off and on when I talking to someone, was not able to make phone calls in certain areas when my daughter had the same phone and same plan that I have and she was able to ...)  . By the time I was able to speak to human agent at Koodo, the 30 day exchange warranty had expired. I spoke to a tier 2 tech agent and he informed me that with every iPhone purchase, there is a 1 year warranty and that I can bring my phone to the TELUS store and they will send it to Apple to troubleshoot. So I brought it to the TELUS store in Les Promenades Gatineau and the sales Rep at first told me that they are unable to send my phone the Apple store. When my daughter insisted that the Koodo agent said that this could be done, he said that they will not be able to troubleshoot th

I can’t recall if Koodo bills are paid in advance for the month or not...silly I know but would like to make sure.Thanks.

I applied for a phone number（prepaid） in August and will return to China in November. I have stopped paying now and my number is no longer in use. Do I need to go through other procedures? If I return to Canada in January 2024, can I continue to pay bills and use the original number? Thank you！

Can call forwarding be used to forward messages and calls to a voip number?