Managing your Services

I have a basic plan for my daughter that provides 100 Canada-wide minutes, 250MB shock free data and unlimited (text) messaging.She primarily only uses her phone while on Wifi, but will sometimes use it while at a friends, walking to/from school or out and about.When I first setup the phone we were having issues with her data being used very quickly for messaging while away from home (the rep was fantastic and explained iMessage, photos, etc is not included in basic texting so it was using data).  To rectify this, we increased her data to 5GB.  She rarely even uses much data at all, but I looked back at billings and noticed this month and 2 months ago there were charges incurred for “picture messaging”.  I called and spoke to a rep, who informed me that using the phone away from wifi, will incur picture charges if “stickers”, pictures, etc are being used because her plan is only for (text) messaging.  I asked why the data would not be used to cover this, as that

It’s been about a month and a half since I cancelled my service and I have not received the credit on my account. Can someone please help me with this?

I tried to get a human after a hours of loging in to every section Koodo could think up. I did finally get a callback, BUT, the agent said “Please may I have...” and went silent.I went through all the hoops again THREE times hour after hour and still no one calls back. Maybe Koodo  needs to get a good mobile carrier.Adding insult to injury, the Artificial I(no where near intelligent, not even close) that insist I have to log in to log in, using my landline locally, and calling my digital phone (DP) is long distance. Calling my wife on her Koodo account is long distance. WTH, she is sitting right bedside me and the phone never goes anywhere anyway.QUESTIONSWhy does Koodo keep suggesting I talk to a human, and I book the appointment, and I Koodo fail to call back 3 out of 4 times. Are we as victims allowed only one call-back and that’s it?  Just one agent that can’t stay connected and after that, it’s pound sand?

My koodo account already changed my phone number in their system, but my actual phone still has my old phone number. I tried restarting my phone and even resetting my phone network settings, since it was recommended, but I’m still stuck with my old phone number.

I have an older Samsung phone locked to Koodo with a Koodo SIM card. I cancelled my account over three years agoQ1 - Can I reactivate my existing SIM or do I have to buy a new one?Q2 - Can I get Koodo to unlock my phone so that it’s not married to KoodoThanks

After Koodo upped my last plan by $5 i have switched to a better one for the original price. $50 for 40GB. I’m still being charged $58.75 and not the $50 +gst and other which would become the $53.75 ($54 ish). Why am i still being charged for my old plan? 

Is Stream+ billed to your koodo account?

Why am I being charged on Canada unlimited minutes?

Hello,I recently signed up with Koodo and got my first bill. Firstly, the name on file that the agent put in is incorrect, it shows Mattel instead of Matteo.Secondly, the plan I signed up for was the $50 a month with the $5.25 monthly credit each month. My most recent bill does not show this credit and I’m being charged for the full $50. Third, I’m not sure why the tax I’m being charged isn’t the correct tax for the region I’m in.Lastly, I was wondering if there was an available mobile app where I could check my usage, pay my bills and such for my Koodo account. I downloaded the MyTelus app and putting in my phone number and account number both return an error saying it’s invalid. Thanks,Matteo

I want to prevent users under my account adding add-on via their phone, how to set that up?

Hello EveryoneI ordered a new koodo sim online that i never received, so as advised by a rep, i went to koodo retailer to get the sim but now, i am unable to get verification code on my email. even after multiple tries. i have checked my spam folders and everything...what to do now? its so frustrating

I signed up for stream and some other plan add-ons on June 11th and on my bill Koodo charged me for partial service from June 11 to the end of my billing period (July 1st). Then they charged me the full amount for my next month's period (July 2 - August 1) causing my bill to super high. Can someone explain why I'm being charged for next month already on this bill?

I would like to schedule a call back please

Telus just announced support for eSIM Quick Transfer, which had already gone live quietly: https://www.iphoneincanada.ca/2023/07/06/telus-iphone-esim-quick-transfer-canada/ Any news on when this will be supported on Koodo for prepaid? Currently, it only works on postpaid SIMs. None of my local stores are carrying eSIM vouchers anymore.

Hello,I'm trying to transfer my number over from bell but I keep getting the error "make sure to input correct number". The account number is exactly as it appears on my previous bills. I see questions about this error have been asked before, but none seem to have an answer. Thanks

I do not know how this is happening.  for the past 6 months, I have noticed that Koodoo is withdrawing money from my bank account but it is not being applied to my account.  I have gone into the bank and they tried to stop the payment but it still going through.  Its different every month but is now starting to increast in amouts.  At first it was $30 or $40, now its $210…….  Can someone please help?

THe verification code for the new SIM card is not sending. Repeatedly tried sending another code to my email and still not working. Any suggestions?

Lost my phone and bought a new SIM card. Self Service gives me two alternatives to send verification code to: email and phone number. Obviously I don't have the number now so I chose email. Nothing comes through email after hours even if I resend. Note: I’ve checked spam messages nothing. Try calling customer service but robot only give call back option. I’ve no phone now.

Anyone who has been receiving obsessive password reset emails when they do not request password resets for their Koodo account should be seriously concerned. For months I’ve been intermittently receiving password reset emails, sometimes 4-5 per day that I do not request and yes they are from Koodo. I’ve contacted Koodo multiple times and they told me they were sent in error and to ignore them. Alas, I keep receiving them. Multiple times. I’ve changed my password 10-12 times now, just to be certain.  Today, I received an alarming email from Koodo, pasted below. I just want to make everyone aware that this has happened to me and to connect with Koodo if you’ve been receiving password reset emails incessantly. I’ve had to call Equifax to add a fraud alert to my credit file and will be cancelling my service with Koodo. This is totally unacceptable. Dear (name removed for privacy): We recently detected a security incident impacting your Koodo online acco

Om Thursday, June  29 @ 6:45 AST,  I received a phone call from a Koodo agent.  He was offering me a deal as a long time customer of Koodo.  I was offered 75 GB, 45 GB, 25 GB, and 25 GB for the four lines on my account.  In addition, I was offered a free camera (inside or outside) and free international texting on all four lines.  This offer came with an additional cost of about $20 per month (taxes in).  I agreed to the upgrade and that’s where the trouble began.  All of a sudden a lot of information was needed.  My full name, birthdate, and the last 4 digits of my driver’s license.  I did not suspect a thing because they would have to verify it was me and needed an address to send the camera.  I was put on hold for quite awhile and then the rep came back and asked for my full license number.  THEN, he asked for my social insurance number and when I said ,”absolutely not”, he said that I could instead give him my health card number or my passport number!!!   WHAT??!!    The

I recently had my phone stolen at work. went through the online process of deactivating it, followed the automated steps to input my account information through insurion, invalid information.Double checked my account  and letter for letter inputted into insurion. still denied.Okay….looked into it a bit further and it looks as though the previous owner of my number has her information inputted with insurion so I can not continue with the process. God forbid you need a real persons help, ive been bounced around between numbers (all but 1 was automated) and given literally 0 help.I pay for Device Care Complete and the lady i finally talked to told me i dont have coverage…then what the f** have i been paying for for over a year?Incredibly capable of taking my money, completely inept when the exchange of service is required.Im done with this garbage company, I’d recommend somewhere else but the whole cellphone industry in this count

Hi, I have 3 accounts that I merged into one. I received a bill for a single device under the merged account and paid for all three devices for the month through that merged account. My balance is showing a credit. Will the payments I made for the other devices be applied once new billing cycle is commenced?

Need help with an estate account (Husband passed last yr) with a balance-I have been trying to retrieve this balance for 11 months!! I need someone to CALL ME PLS

I am trying to change my sim card and I am stuck on the verification code stage. I do not have access to my number due to a sim card issue so I have sent it to my email. I have checked the email is correct but I’ve waited 30mins for the code to come to email and I have not received any code yet.I have tried the resend code option as well with no success.

Hello,I am looking at ordering a new phone and changing my rate plan as an existing customer.  The rate plan change is necessary to order a new phone with a tab plus.  I have a special promotion available that is $65/month for 40GB data, but the first 15 months are $50/month.  This rate plan allows me to get a tab plus for a new phone.  However, when I go to check out I do not see the promotion, and instead it shows only the $65/month plan.  There is no mention of the $15/month discount for the first 15 months.  I am hesitant to make the switch without confirmation of the discount as that is what makes the phone purchase worth it for me.  Is there any way to get confirmation of this special rate plan before confirming the purchase?Thanks for any help!