Managing your Services

Hello Koodo experts -I created the account on March 31 (new user, prepaid on a plan), and my self serve has correct email, verified at the time and also by logins and correspondence with Koodo.However - when I wanted to perform a SIM operation in Self Serve I was told that my email can’t be used:-----------------  Get verification code Before we start the transfer, we need to confirm your identity. We’ll send you a 6-digit verifcation code. Where do you want it to go?<only option is my email>Result:This email address can’t be used for verification at this time, because it was recently updated.----------------- Do you know how long it takes for the email address in the account to be considered valid for receiving verification codes? 

I was sent a text from koodo stating that i was pre approved to upgrade my pre-paid account to a post-paid. i followed the offer link and signed up for post paid.  i paid money up front for service charge to do so. it said my account was activated, and to wait for my account to get its first bill. so i did.Now a month later, my pre-paid login is blocked. i cannot access this account. I CAN login to my new monthly customer profile, but it is stuck on “preparing order”, and says no bill available. there is nothing else here, its a blank account in limbo.Today, my phone stopped connecting to the koodo network, i cannot make calls, or receive a callback from a rep. I cannot login to pay my pre-paid account either. i have no other phone #, so i cant even call in. I'd have to find someone to use their phone to even contact koodo. I need a rep ASAP to help me fix either my post paid account setup, or at least cancel the upgrade and restore my access to my pre-paid self

How do i check / change my email address associated to community.koodomobile?If i click my name , profile settings etc I do not see any area to see what address is being used or what email is associated with it.thank you.

I just added a second line to my phone. (esim2)My first line is using auto pay for the rebate.Is this applied as well automatically to my second line ( esim2 ) I have just added to my phone or must I do this manually for the 10$ savings?

I’d like to order a new SIM card for 5G connectivity in new phone

Unable to set up WIFI Calling, get to "Requesting Service" which never completes. I have had WIFI Calling set up previously on this device.

I ordered a plan earlier today, but I realized that I entered the wrong email address and didn’t receive any confirmation email.How can I update the email on my order? I tried calling support but wasn’t able to reach a representative.

Thanks for looking at this - anyone,In my account for self serve website the account selector always hangs. Doing certain things on the site impossible, and Koodo Assist doesn’t understand the problem.I’ve tried this in Chrome, Edge, and Firefox - it’s not browser related.It has not been fixed in over a month. So I figure it’s something about my account.In case an actual developer looks at this post (I am one), the URL is:https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/profile/manage&env=ra&INTCMP=KMNew_NavMenu_SelfServe_MyProfile I have 3 phones. I click on one “>” and get a spinner, but it never comes back.Browser console errors (on Chrome) are:launch-EN14939a155e7b427ca2bab62299f1

Hi there,I’m hoping someone here can help clarify a very confusing situation with my account.Before leaving Canada at the start of December, I paid off my Koodo account in full, including my remaining Tab balance for my Galaxy S24FE (which I believe was around $60), and then closed my account.Everything seemed fine at the time. Now, after the account has been closed, I’ve received emails stating that I owe $622.74 (and later $640.86 with what I assume are added additional fees), and that the amount has been sent to collections.I literally never use my email address associated with my account and this was the 1st time in months since i have logged in.I was able to briefly speak with support on the phone, and they mentioned something about a “promo being void” because I didn’t complete a full 2-year term. However, this doesn’t make sense to me for a few reasons: My account showed only about $60 remaining before I clos

I need to geta hold of customer service about my creditKoodo assist isn't helping... it keeps asking for my phone number but since I canceled it of course it's not workingI dont see a phone number that I can callCan anyone please help

All.of a sudden if I.am.just on my data I am offline.  I recently got the s26 plus and love the phone.  I can watch YouTube on just data but anything else i must be on wifi.  I have a $105 credit so my account is good. I have 80 gigs of data plus whatever rolled over from last month and I've hardly used any of that . WHAT THE HECK!!!??? Says i have 5 g data  

Up north. No cell coverage Can't turn it on 

Hello, I switched over from Telus to Koodo.  And i know about partial charges moving from providers. I received discounts but I believe there should have been a discount prorated on my Pre authorized payment discount portion of the bill.  Someone please explain this, thanks.

I recently changed my plan based on offerings from the flash sales that ended yesterday.  Previously I had 3 day international roam as my free perk.  Now my self serve has a notification to pick my perk, and it pre-selects 3 day international roam.  When I go to confirm, it now says “no perk selected”.

Hi everyone,I’m posting here to raise a serious concern regarding the mobile network service I’ve been experiencing with Koodo Mobile for over two years now.It has been extremely difficult to even reach customer service. When I finally managed to connect, the call took a very long time, and I was given a ticket number with a promise that the technical support team would call me back within 48 hours. It has now been more than two days, and I have not received any callback.I currently live in Richmond, which is a major metro area near Vancouver International Airport, yet I consistently get only one network bar at my residence. The network is unreliable and often completely unusable. I frequently cannot make or receive calls, and mobile data barely works.What’s more concerning is that this issue is not limited to just one location. I’ve experienced similar poor service across multiple cities including Vancouver, Victoria, Abbotsford, and Dun

We travelled as a family to Mexico in March. One out of four of our phones has extra roaming charges even though her phone was not used. Two different days for one minute. Can someone please look into this for me? Thank you 

Hello. I recently ported a number to Koodo but I cannot add a free perk. I can select the perk and confirm that change but never receive the expected email. I see others have had similar problems. Any help would be appreciated.Thanks.

I keep getting error trying to change my free perk to premium voicemail, and to check back in an hour but it’s been a few days and I’ve tried numerous and at various times. Thanks.

       I got a phone call from Koodo that I missed.  How I wish I’d let it go.  I ended up being pressured into getting a ‘bundle’  (Netflix,  Amazon Prime and Disney)  that I didn’t really want. On top of which, it would go on my credit card,  which I am TRYING to pay DOWN.     I finally found how to cancel the bundle promotion, but I just want to make it clear that the customer needs to be respected.  “It’s ONLY this much a month”  sounds fine until you end up with a credit card bill you don’t want.  Those “ONLY”s add up! I am trying to pay my bill DOWN and I have enough to deal with,  never mind adding what I don’t want.    Understand;  NO MEANS NO.  If a customer changes their mind later,  the item can be added on.  In the meantime, if the answer to a promotion is NO, then that NO should be respected.  The surest way to lose

I recently switched to a different cell phone carrier and I got my last bill from koodo and I’d like to dispute my bill. I’ve tried to use the ai assistant but since my number is now with a different carrier the ai bot wont let me sign in as it says my phone number isn’t associated with a koodo account. I can log into my self serve but I can’t get ai to sign me in the chat to get to speak to a real person. Can someone please help?

I have a monthy bill that has charges for Inmate Caling. I have had several calls with an inmate, however these hae been paid for using a credit card. I wish to know why Koodo is also chargingme for this whenI have unlimted calling in Canada?

Hi,I recently ported out my two phone numbers from Koodo Mobile and cancellation; however, I have received a billing statement afterward. 

I can’t login, I get asked to change my password but when I click I get asked for a username and password I don’t have. 

3 agents have not called during scheduled call backs. 1 agent did, AND THEN HUNG UP and didnt call back. One agent responded to my previous community post on messenger, but then the Koodo system stopped letting me reply in the thread (I tried on multiple browsers and internet connections too!)Somebody needs to CONTACT ME 

I signed up for Stream+ Basic, when I launch Disney+ Standard with ads though Koodo to enable Disney+ it asking me to choose a plan that looks like I need to pay $8.99 on Disney+ website. I used a Private/Incognito window with same results, Brave Browser on my phone with adblock turned off does the same thing. Netflix Standard with ads & prime worked.