Managing your Services

Hello,I have been using koodo for the past three months. My bill is due today and  my account has been  suspended. I have been trying to make payment with my debit card which is what I have always used but now it keeps saying ‘’Something went wrong’’

A No Caller ID has been calling me over 100 times back to back a day. Is there a way I can block them without having to change my number?

Trying for days to change plan for 75 GB data but been charged 4 times for just 4 GB if I could have changed my plan my bill would be half is there a way to change my plan and refund the 4 purchased GB and upgrade once I ran out of data the only way I had to try to change my plan was purchase more data but it was try again in an hour everytime, I live in a tent at the moment and I need as much data as possible but I've seen I've been charged $25×4 when all I want d was to switch plans and upgrade my data amount, if it can get help please I don't know what to do now I've doubled my bill when I just wanted a plan change, can I change my plan and have that refunded or am I stuck having to switch when you're system allows and still pay for the gigs I would have gotten with my change?

Hello, How do I confirm the terms of my plan AND add-on.  I believe I received a plan with a temporary add-on and I can’t find any document that states how long it will be on my account for.  Where can I find this information on Self Serve. Thanks,Michael

Hi, I purchased 2 SIM cards at a Kiosk and was told to register for everything online. I cannot find a way to do it as I’ve never had Koodo before and the girl did nothing but sell me the cards. I want to move 2 phones over but I can’t register with the Self-Serve. I keep getting “Your phone number/email/Postal Code doesn’t match” with the assistant. What am I missing?

I cancelled my account and now I have a credit on it.  How do I go about getting that mailed to me?  I was not set up for automatic billing.

I have a business that I’ve always had a landline/answering machine for - I have no desire to give my personal cell number to clients. But I also need to be able to be contacted on event days when I am on deliveries.I’ve been told I can port my landline to my iPhone as a secondary number - and that my iPhone supports esim and will let me know which calls/texts are business and which are personal.But how do I do this?? I can’t find any information online about it….

Hi,My plan includes the free perk “International Texting”. Do I receive SMS sent from Canada for free, given that it is sent from Canada (particularly those “verification messages”)?  FYI I won’t have to reply to those messages!thank you for your help!

I purchased some US roaming add ons before travelling to the US, but immediately I crossed the boarder the add ons were defective they weren't working, till now (I'm still in the US).  I even went to my account to check what was wrong but there was nothing wrong, the add ons were still there on used. Someone please tell me what's going on, because I can't be wasting all that money for nothing. I'm this close to switching sides because why have I been having so much trouble with koodo lately SMH.

I searched everywhere and I can't find the list of the full 28 countries listed on the drop-down under manager perks. I would like to know what all the countries are please? 

Hello,I am having an issue with my cellular data.  Randomly throughout the day, my cellular data drops out and I am no longer able to access the internet.  This issue happens four or so times a week for me and lasts for a variable amount of time.  This is a major issue when I need to use my cellular data.  How do I go about fixing this issue?

Hi All - I am a self-serve prepaid customer (with a bring my own device plan) and had just been charged my monthly amount on my credit card.  Three days after making this full payment, Koodo offered a time limited service upgrade.  I chose to do the upgrade and when I did, I was charged the full amount, even though I had just paid for the full amount of my old services.  This happened a couple of months ago and there has been no prorated refund under my previous plan.  Please tell me there is some way to get a refund after being charged full price after only using 3 days out of the month. Thanks. 

Hello,I am currently overseas in SE Asia. I need to receive SMS in order to validate some of my online banking accounts (Canadian banking institutions). I did not anticipate that prepaid was unable to receive SMS internationallly, and understand my only option now is to switch to post paid account. Is it possible for me to switch from prepaid to post paid entirely online? I see reference to a new physical SIM, do i still need this even though I have a physical Koodo prepaid SIM?As mentioned, I am already overseas so cannot receive a new SIM, nor an SMS currently. Thanks

Hi,I am just wondering about U.S roaming data booster service.Am I able to use data in Hawaii if I added on U.S roaming data booster in my phone?It worked in Seattle trip last year but I am not sure I can still use it in Hawaii or it is better to buy USIM card in Hawaii instead? any advice will be helpful.     

Hi I am now currently living overseas and have been trying to contact Koodo through email explaining my situation. However, the email could not be delivered as the mailbox (paymybill@koodo.com) was full. I could not book a call session through Koodo assist as well as it says international phone calls are not supported. What should I do?

I received a text from 4799 saying a request to transfer a phone number on my account to another service was requested.  Can they get my banking info etc this way?

I need my phone records from a year ago. It’s for a legal situation and it’s necessary to show the date a certain call was received. How can I obtain this?! Thanks 🙏 

Is anyone having issues with calls constantly being dropped? When I was talking to my sister a few days ago, who is also with Koodo, the call literally dropped four times - so frustrating!!! If I make calls to a landline, the call will drop once. Why does this keep happening??? 

Hello! I was checking out my bill as I’m out of the country right now and in the USA and I’ve been trying to stay diligent about avoiding excessive fees. I’ve been moderately successful, except with one thing. My minutes show me a handful of calls being made from my own phone number, apparently originating from and being received in the USA. The receiving part obviously makes sense, but I didn’t make calls those days, and I certainly didn’t call myself. I checked my voicemail just now, and there were a couple in there, but they were old and didn’t have any numbers associated with the numbers given in my minutes info.What are these phone calls? I’d like to know because they are $1.60 per each one that I’m not making. It racks up!

Hi I signed up for what I thought was prepaid but it is showing next months amount due. I did deactivate automatic top up but is there nothing I can do to just have my phone active when I pay for the monthly amount and inactive when I don’t pay. I don’t understand base plan

Hey community,I’m going abroad in a couple of weeks and want to be sure everything will work there. Do I need to activate the Pay-Per-Use add-on or everything is supposed to be activated by default? I’m not going to use Easy Roam over there, just want to keep ability to receive texts to my Canadian number. Thank you!

I am an international student and I want to know which is the best plan for me and if I can get the plan before going to Canada

When going through my account I found a page titled Exclusive  Programs. It stated that  because I was a Telus Hub user and a Koodo customer I was getting 100GB of complimentary  data per month and that I could see this free data noted under  my Transaction History. I have searched every aspect of my account and cannot find notification of this anywhere. I would hate to have this sit there unused but also want to see it on my account so that I don’t find out later that this was an error of some sort.

I followed the instructions at https://www.koodomobile.com/en/help/esim-and-esim-vouchers. Everything looked like it’s suppose to, but in the end I ended up with eSIM that’s showing “Unknown” and “Unknown number”, and no connection whatsoever. My original SIM card is still working (and showing correct phone number). I tried to reboot, take out original SIM, etc. No luck. eSIM is still not providing any connection.

Hi I have a problem with a charge so close to the boarder.  (Canada and the US).  Ive been charged for 2 days roaming which I didn't use my phone. Turned off everything I was suppose too.  Was in and out of the US several times.   Ive scheduled a call back several times since and for some reason I don't get a call back.  Could be my area who knows.  And the Koodo assist has been nothing but frustrating.