Managing your Services

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. 

I currently have pre-authorized payments set up on my account.  I want to change the amount I am paying but when checking my account I only see the option to set up new payments and cannot locate where I can just make the change to the current payment amounts. My concern is that if I set up a new pre-authorized payment amount is that both amounts will be paid.Any suggestions and help is appreciated.Thank you.

I have been a Koodo customer for several years and for the last 10 months I have had my account on a seasonal hold since my family moved out of country. Due to this, I have not been using the Koodo Self Service portal since I had no reason to. We are now preparing to move back to Canada and have been working with a mortgage broker. Today we were informed that we have an outstanding bill of over $600 with Koodo going back to when we first moved away. The issue I have is that my account has automatic payments setup with my credit card, which has not changed. Koodo never tried to take a payment in the last 10 months, meaning that all the seasonal hold charges on top of final bill from last year have accumulating and getting late charges added onto them. My wife’s Koodo account has not had any issues as the payments have been coming out regularly without issue. I contacted my bank and there confirmed that there is no issue with my card and that Koodo has not attempted to take payment in

What is the best way to talk to a live person about my current plan? Is there a phone number? Do I need to find a local Koodo store? 

When setting up my first account, the service agent was not able to get it to work.  On  a second try he was able to set up the account.  However I have received two bills.  The first is the normal bill I expected.  But I also received a second bill for a disconnection charge for the first failed attempt.  How do I get Koodo to remove this second charge that I am not responsible for.

I gave my Dad my old iphone and have already set up his monthly plan, etc. Instead of waiting for his SIM card to arrive in the mail, I picked one up at the Koodo store so that I can get his phone activated. I just realized that the SIM card says “Prepaid”. Can I use this when he has a monthly plan and his own phone??

I was charged $1,330.91 after cancelling my plan with Koodo. I have no tab leftover and I payed my last months bill already. Would like to get that resolved.

We have a family plan. The primary user stopped paying the bill. How do we get a new account if only the primary has access?

I have a prepaid plan, and am planning to travel to the US for a few weeks.I hope to use data, voice, and text while there, so was intending to purchase US Roaming Data, Talk and Text Boosters.However, I read in other threads, such as this, that the voice booster only works if one has VoLTE. My iphone 7 has only LTE, not VoLTE, and so it's not clear to me if the "VoLTE for Koodo Prepaid" discussions athttps://www.koodomobile.com/en/help/volte-koodo-prepaidapplies to my phone.One hand, the previous link says "Apple iPhone 6, 6 Plus, and newer" are supported.On the other hand, the same links says VoLTE is activated using a setting "LTE, VoLTE on"that does not exist on my non-VoLTE phone. Is anyone able to shed any light on this, I'd be

Hello, when I try and change my plan and perk the page goes to a loading screen and just stays blank and doesn't proceed past that point. Is there a way I can get past this? I've tried on several devices and my home computer with no luck. Any help would be appreciated.

how long does it take to receive the new account number from Koodo in order to load our SIM card on I set up everything with telus over the phone with a rep a week ago and we received our SIM cards and called Koodo and they said we needed a Koodo account number so just wondering how long that takes to come 

Anyone else having phone service problems in Lawrencetown Nova Scotia? I have been with koodoo for more than 15 years. Service in my area is getting so bad I can't call out most of the time. When I can the call sometimes drops. Hard to run a business with this kind of service. The company doesn't care, if you call them you have to wait forever to talk to some Indian that you can't understand or just reads from a script. None of the other carriers are any better. I will say that Koodoo bills are what they should be every month. Never had an issue with that. Not sure what I can do but it's frustrating to say the least. Might be time to close the business down and go completely off grid. Tired of fighting with corporations that simply want your money and pretend to care when they don't.