Managing your Services

I was charged incorrectly for roaming charges.  My most recent bill shows that I was charged from travelling to the states but this is incorrect. Who do I contact to reimburse me for my bill 

I just got a text stating: “As a valued customer, we're offering you a 40GB plan at $34/mo + a new device at $0/mo on Tab!”.So I log in to the web site and I see nothing but the usual web site --- no pop-up dialog boxes directed at me, no acknowledgement of me with respect to this offer.How do I find out which phone(s) they are offering me at this plan/price? 

How do I find a summary of the total bill charges for 2025? I need this for annual tax expenses… 

There are new plans that provide a $10 discount if you set up direct payments from your bank account but I don't see this discount in my bill? 

I am traveling within Canada to other provinces as Ottawa, Halifax. Do I pay the same monthly fee at month end?

I added a second mobile subscription to my account and transferred the phone number from my old service to the new one.  The number on the phone for the Koodo esim wasn’t updating to the new number so I ended up deleting it. If I go to my account and go to recover my esim, it asks which email I want the verification to go to. I only have one option so I selected it and select Continue, but I get the error:“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 I am stuck and my partners phone has no service currently.

Hi Koodo Team, I noticed that my pre-authorized payment was removed on February 10, 2026. I did not request this removal, and as a result, I lost the associated pre-authorized payment discount. Please explain why this was removed without my consent and let me know how you can restore my pre-authorized payment and the lost discount. Thank you for your prompt assistance.

On my pre authorized credit card, I just had moved from koodo to other provider at the end of the contract on black friday.I had a $45 dollar charge for EFT withdrawl to koodo in january. But I had a new charge of $50 on my feb bill and was explained from the reo that it is another EFT charge - i had explained that previous charge had been gone to koodo as a payment from my bank but they were telling me that it may had been some kind of charges from the bank and didn't see anything got reflected on my bill. So I had to call the bank again to confirm it and the rep from the bank had confirmed me that the funds had been requested from the koodo and had been wired to koodo. Its been a day since I had asked someone to response on Facebook message but there is no reply. And that payments from Jan still had not been reflected. What shall I do next?

I am on seasonal hold but am charged full monthly plan. Stupid AI doesn’t understand. Am travelling in a region I can’t have any cell reception so can’t request call back. What to do?  

 Hi, I just wanted to confirm that my account is fully paid and there’s no outstanding balance. Thanks!

I was charged USA roaming charges on a BC Ferries trip today within Canada. Id like the charges reversed

I am going to Ireland for 2.5 weeks. What is the best/cheapest way to get some data on my phone for the trip? Some days I might need any data at all.

I would like to cancel my Home internet subscription from you. I tried calling the Cancellation department many times but waited for hours for somebody to answer but no chance. Kindly call me back so that I can finish everything. Thank you.

I have an outstanding unpaid balance, but upon looking back through my bills on Self Serve, I see that a payment was received, but not applied to the bill.How do I rectify this? I want to pay my unpaid balance, but I don't want to pay an amount I've already paid.

Hi all,I tried to log into my self serve prepaid to top up my account. I had to use the forgot password because I could not remember the old one. Now it says in red “user lock”.It’s been like that for over 12 hours. Did try to reset again, still same message. I need to log in before I come back to Canada, I am in Europe right now. Never had any problem before logging in from other country, I do that a few times a year when traveling .If I cannot top up I will loose my number, not a huge deal with annoying enough. I cannot receive text nor phone while in Europe so getting koodo to call me is useless. I just need to log in, put money, and log off.Any help welcome, or anyway to contact a real person from koodo?Thank you all

Will be finding a new vompany aftwr yall ripped me off n suspended my account early begor my 30days was up staff is abusive af n breaks laws n violates privacy n humanrights n constatutional rights n foaent actually listen to costomer what happened to u koodo u went feom best company to pure garbage  and thats sad af food to know this company dont care about costomers at all n after 6 hrs of staff abuaeing me n hanging up when they had no rights proved that to me will be looking for a new provoder to switch too sad as i like the price im paying but cant be with a company that font value their customers at all

Sir please reactivate my Koodo service.. actually I have no money to pay the bill I will pay u on 28th of February.. please allow me to reactivate my Koodo services 

Hi, I do apologize and hope this can truly be dealt with. You see, I just finally got a phone and when I was with you guys, I lost my phone around a month into or a month and a half into subscribing with you guys. I don't want no trouble but, I was hoping I could get my bill lowered or if we can figure out a 4 month payment plan, where I can send 100 for the first 3 and then the rest the fourth or so, I get if you want me to pay now, but truly I don't have the ability to 100% as I just finally got my banking and my payments working and everything reset up, I promise that I'll pay back whatever it is that I owe. Just please contact me at ********** to figure out a bill plan, or for a discussion as this is serious. I know I should've done more, but it's difficult as I am just starting out as 18 and live with no parents or family and it's hard to even afford where I live but I got luck. I truly am sorry and I will never allow this to happen again. Please, help. Thank you

I have tried to schedule a callback twice to cancel my home internet service.Each time, my call was just transferred, and after a long wait, the line was automatically disconnected.I only want to immediately cancel my non-working home internet service and request a full refund.What can be done to resolve this right away? 

For the past week, I have been trying to cancel my home internet service without any success. I called 1-855-350-1170 and spent hours on hold, but no one ever answered.I contacted Koodo's customer service (2 times), the representative collected all the necessary information but then transferred me to the cancellation department, where I waited for several hours with no response.I posted on Koodo's Facebook account, and someone took my name and phone number, saying they would contact me. Nothing happened.When I say I spent hours on the phone waiting, I wasn't joking; I need a real solution.Thank you

I tried sending email to apply my epp discount to the email given in the form. Its been more than 20 days still I didn’t got any reply from koodo. Can someone confirm if they will reply or I can give a call to them regarding the same.Also if my existing plan is already having epp applied and I want to renew the epp discount for next 24 months, do i need to change to any current market plans or discount will apply to my existing plan?

Hi I enabled auto pay. Bill was paid. Why does my new plan not show 10$ discount when I log in? It also asks me to choose a free perk which I did “3 day usa” and is enabled When I log in, it asks me to choose my perk but the ones listed are not free. why does this show? 

Warning to everyone to not use automatic payments because Koodo has taken a payment out a week early without notice which caused me to have another payment bounce and cause me to pay for 2 nsf fees.

As a 10+ year koodo customer, why i do not have the options to choose the new perks (3 day US and international roaming)?

I don’t usually need to talk to a person. But when it comes to billing issues why isn’t this an option? I’ll never recomment Koodo to anyone, no matter how cheap it is. I didn’t realize it was this much of an issue to get something resolved. Yes, 90% of stuff can be handled online. But I am not a robot and do not want to communicate with a robot!If I’ve been overbilled how do I resolve this?