Managing your Services

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 the i

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? 

Hi! Struggling a bit to understan why I received a long distance charge for a call to a canadian number. My plan includes free canada-wide minutes so I’m unsure why this happened, especially because the area codes were the same for my number and the number I called. Is there any way I can dispute the charge? Or else figure out why it happened.

I had Wireless Home Phone for my Mother in an Assisted Care facility. This is a great solution for seniors.My Mother no longer needs the service. Can I give away / sell / reuse the ZTE Hub?The only option I see for a new Home Phone line requires buying the hub again. Bring your own device doesn’t seem to be an option.Can existing or new Koodo customers use my hub? If so, how?Thanks

I occasionally get special offers from Koodo via SMS for add-ons. This month I was offered a special data add-on which I'd like to add to my wife's plan but not mine. The method of accepting the offer is by replying to the text. Is there a way I can add the offer to my wife's plan without changing mine. Both our plans are identical otherwise, a fairly basic plan. Thanks!

My mother has a postpaid plan. She’s currently in China and mainly just needs to receive text messages for 2FA. Maybe she’ll send a text or two at some point. To avoid data charges, she’s got iphone Cellular Data turned off. EasyRoam is NOT added on.What IS showing on the Add-ons are: International Data Roaming … and International Voice Roaming are includedBut she’s unable to receive any text messages. I spent an hour with Koodo customer service/tech support today and was told that phones nowadays require data even for texting. That the only solution is to turn Cellular Data ON. However, my mom is reluctant to test and be subject to the $10/MB pay-per-use if it accidentally incurs data. And I find this advice dubious anyway.What’s the real issue / solution here? Or is tech support guy right?

The las week acquired a Koodo prepaid plan, unfortunately I need to have two lines in mi iphone. I saw that in your web page in FAQs section is the below question:1. Which rate plans are available for eSIM?Any in-market Koodo rate plan (prepaid or postpaid) is available on eSIM.On another hand I went a Koodo store and they told me that the eSIM just is available in postpaidWhat can I do in this case?

Looking at an email that apparently came from Koodo, stating that I can switch carriers from Koodo to Telusthey have an amazing offer of 100 gb, 5g + planincluding usa Roaming…   for $70.00 per month.Call 833 896 0454is this a scam…..    have not called the number because i cannot talk to anyone to confirm,  I talked to Telus they know nothing about this 

I suspect my number is being used virtually somehow. I have been receiving calls from strangers who says that they received a call from my number when I did not call them at all. I need to talk to a rep, but I keep getting a bot. How do I talk to a live human being? There aren’t any options for the problem that I am encountering. 

Is Koodo internet available at Cherry Valley, Ontario?

7 months later and Koodo still won't process my MasterCard payment with MS Edge. Koodo is the ONLY merchant out of the dozens with whom I make on-line MasterCard payments using MS Edge. Koodo is the only merchant with whom I have to use Google Chrome to make my MasterCard payment.  And Edge is based on Chrome! Koodo: Cutesy but a joke.

Hi, I switched from koodo to telus a couple months ago and didn’t realize that my voicemail didn’t switch over, is there a way to recover it? It meant a lot to me

on https://www.koodomobile.com/en/help/call-forwarding?search_api_views_article_search_fulltext=Call%20forwardingthe following seems contradicting:Note: Only the ‘Call Forwarding unreachable’ feature can be used on Prepaid.Call Forwarding typeDescriptionActivation codeDeactivation codeCall Forwarding unconditional Note: Prepaid accounts don't have this functionalityForwards all incoming calls to another number*21*#21#First how can Only a call forwarding be used on a prepaid account and at the same time Prepaid accounts don’t have this functionality?  Begs the question is there call forwarding on a prepaid account?Secondly, if there is call forwarding on a prepaid account can you confirm the monthly. charges are $3.00 plus $0.60 per minute for each call forwarding, plus can you confirm if the one minute is actually. for 60 seconds used or is it for any number of seconds 60 and below? So if the call is 19 second the charge is $0.60 or is it $0.60/60*19 or $0.19 for a 19 sec call?  Then a

Hi there, I am abroad and am not receiving MFA texts. I am on iOS, I made sure my data roaming is on on my Koodo account (and I had an email confirmation about it) and is toggled on on my iPhone, my wifi calling is on, I've got network coverage here (got bars) but no still no incoming texts. I checked to make sure the numbers were no blocked and that my text inbox is in capacity to receive texts. I did other 101 troubleshooting too (airplane mode on/off, restarted my phone, I know for a fact that local network is not blocking texts because I visited here before but used to be on Bell then). I am out of ideas as to why I am not getting any incoming texts anymore, really need that 2 step MFA on. I called my bank for a 1 time permission but wanted to connect with Koodo customer service and see what’s up, maybe something with my account. Thank you!

I need help as my account has been suspended because the credit card that was registered for auto top up was issued outside US & Canada, and I have no other cards to use. What are the services that will not work if my account is suspended? Is there any work around available for me without going to the physical store to solve the issue? Any answers are very much appreciated. :)

I just signed my son up for the $15 starter plan but all of his friends are sending MMS texts which he can’t read.  I’m assuming this is because they are pictures?  Is there a way to add this to the plan?  My other son has a grandfathered plan for $25 and pay-per-use Data but that doesn’t seem to be available anymore and it seems ridiculous to pay $35 for a talk & text only plan just so he can receive MMS texts.  Sounds like Public Mobile might be an option but I’d really rather not switch

Have receently installed Koodo Home internet and now my magic jack home phone does not work.   I have unplugged, reset all euipment and still no luck.  Looking online it has been suggested that I have provider “open ports 5060 through 5070 on the router/modem”  Help…….

In the process of trying to get Volte enabled on my phone I dialed *#*#4636#*#*. Then selected Phone Info and IMS Service Status.IMS Status shows  "IMS registration: Not registered". A little googling says that is not good.I’ve tried turning my phone on/off, airplane mode on/off, remove/reinstall SIM.How do I fix this? FYI my SIM card is more than 5 years old if that matters.

Yesterday I received a call from Koodo saying that my phone will not be compatible in the coming months and that I need to replace my current phone with a new one. My phone is a 4G LTE One Plus 7 Pro modelIs Koodo migrating to 5G only? Kindly advise! 

Hello. when I try to access the feature Call control on x3 different browser and on my smartphone via Wifi and LTE, I get a couple of briefs flashes of it trying to open and get this:  Looks like something went wrong. Please Try Again... I have tried to remove and  to add it back this was 3 days ago without success.. I would like to add it back asap.Thank You 

Can I use a American credit card to make payments on my bill?

Hi, considering purchasing Koodo home internet.  I have rogers already. I want a second internet connection in my house. Can I keep rogers active in parallel with Koodo or will Koodo require use of the same internet cable from outside the house?  What modem is being used? Can it be set to bridge mode?  Who is the provider of the infrastructure Koodo is using?  How do we get support if the service goes down?