Managing your Services

I spoke to an agent several days ago and after re-confirming multiple times that I wanted to cancel my account she said it would be cancelled immediately but I did not receive any confirmation and the phone is still active. Is there some additional step I need to take? Does Koodo conveniently “mess up” the cancellation trying to get any extra month out of the customer? Has this happened to anyone else?

I setup autopay with my visa card in self serve.Will the autopay discount be credited back to my visa card after payment is withdrawal?

Hi, I cancelled my account last month and I see an additional charge for international call. But, I also see an auto pay cancellation fee, can someone help me with this?

Hi,I recently ported my number to another provider, and now my number is not recognized in your system.I am unable to log in or reach support via phone/chat. I need help regarding my final bill.

Trying to change my plan but when it pops up to choose a free perk, whether I choose one or not, it will not let me proceed. I have tried clearing the browser cache, different browsers, and incognito mode all per suggestions on other posts. Not sure what to do.

Hi, I just new joined Koodo, but got a perk issue. When I selected  “3-Day Easy Roam International”, I got message “Your plan has been updated “ but I’ve never received any confirmation email. Also there is no perk selected. Would anyone be able to help  please? Thanks!

Good afternoon,   Would you kindly check on my account re: activation of my European 30 day travel roaming plan for $60. My husband (math man) has said he has had trouble activating the travel roaming plan and has asked me to post this request to confirm that it worked for me. I activated the plan from the web site koodomobile.com on April 1st. I received confirmation showing the doughnut with pink icing and sprinkles, so I think it worked for me. I will have started to roam in France on April 2nd around 10:00 Central European Daylight Time. Thank you for checking.

What does remaining tab balance NaN mean?

Stream+ issue, text message go 24 months for $10 a month for new Koodo members. Got it all set up, went to activate and clicked the wrong button on Netflix to which it switched to $20 a month. Tried contacting support for help to rectify this error. Used Koodo Chatbot initially to solve my problem but it didn't. Kept me going in a circle until I gave the right prompt, to which it said. I would get a call from a representative. To which Koodo was not open it was after supper but I didn’t know they were closed, so the call ended and left with nothing. Had to go back to send an email that it said was the right place, it wasn't. That was Friday in the next Monday I had to go back in again and in circles and finally got to an appointment. Talked to the guy and he said had no history of said offer, yet I have a text message with the offer and codes from Koodo which worked. The coupon successfully applied and everything.  Was given no resolution, had to go through it one more time later th

Hi there, I got my Sim activated yesterday with march 31 flash sale 25$ 80 gb plan. I did setup my account online, added the banking information, successfully ported my number from rogers. However, one last thing to add a free perk is not going through. I tried adding unlimited long distance pack multiple times but never succeeded. I haven't received any confirmation email yet. ​@Darius Koodo please help. Need to get it done ASAP.  Wondering if you need my details to look up the account 🤔 

This is the first time I’ve needed customer service from Koodo and it is very difficult. I have an account for my kids’ phones. My child is travelling with a school group in Europe and I went online and purchased a 30-day Travel Pass for her phone number. However, when she landed in Germany, she got the standard roaming message that she will be charged $18/day. When I go online to check her account and add-ons, the Travel Pass does not show up. So I tried adding it again today. Again, nothing is showing up in the self-serve web page. I’ve tried Koodo assist, and that is completely useless. I went into a store, they said they couldn’t show me anything. I cannot use the chat function, as it is my daughter’s phone. This is so frustrating. I don’t know what to do to figure out if she’s on the Pass.

A Koodo rep called me as per our scheduled callback, but then hung up and didn’t call back.I tried reaching a rep through chatting back in as well as calling back in. The chat AI won’t recognize my account despite all the correct information, and won’t connect me to an agent. The phone support line had me book another callback - but then the agent didn’t call during the second scheduled callback.I just moved to Koodo and am trying to transfer my phone number, but the Koodo side of things is throwing a port error. A Koodo rep needs to resolve this error with the port request.My last provider is offering me the same deal as Koodo to get me to come back, how can Koodo drop the ball like this, extremely frustrating

I am having the same problem as described here After switching the plan, I cannot add a perk. I think this is because my previous perk was “Unlimited international SMS”, which is now included with the new plan. I cannot remove that perk to add a new one. I want to add “3-Day Easy Roam International” as my free perk.To clarify: I tried waiting a few days after switching the plan. I tried the incognito mode in Chrome as well. If I go through the changes, I get “Your plan has been updated!” but I get no confirmation email and changes do not stick.Could you please assist with this?

After switching the plan, I cannot select the “3-Day Easy Roam International” perk. If I go though the changes, it says “Your plan has been updated!”, but I get no confirmation email. And if I go back to review the plan, it shows no perk selected. Would somebody be able to assist? Tried in the incognito mode in Chrome, with the same result.

I have just gone through my phone plan bills for the past few months and noticed I have been charged an excessive amount in roaming charges. This is most likely due to the fact I live very close to the USA border although I have not left Canada in well over 2 years. Can the roaming charges on my most recent AND previous monthly bills be refunded/removed? Thanks for all the help. 

I rcvd a notification welcoming me to The USA.  And that there is a roaming pkg available for purchase.  I have not left Ontario,but very close to the US border.  I need full service so I don't want to use airplane mode.  But I don't think I should have to buy an additional plan. What do I do?

I purchased the Easy Roam ASIA14 package and it activated on Feb 27, 2026 when I landed in Singapore. The pass should have expired on March 13 but my bill indicates that it expired March 6, which is only 7 days? I was billed $18 per day for Easy Roam on March 8, 9, and 11 when I should not have been. Has anyone else had this problem?Thanks

Trying to change plan but won’t go through due to perk error stating not being able to process at this time.

I was in the US for 10 days and I just received my monthly bill and was charged $80 extra for roaming for 5 different days $16 for each day.I am contesting these charges because both "Cellular Data" and "Data Roaming" were manually disabled on my device prior to departure and remained off for the duration of the trip. Also, no cellular data was consumed, and no roaming services were utilized during this period.How do I dispute this? 

I WANT TO DISPUTE ROAMING FEE ON LAST BILL PLEASE CALL

This is the description of the plan I just switch to.  This would appear that the Caribbean is now included? 

I will be traveling for 6 weeks to Hong Kong, Korea, and maybe Japan to see family.I want to use the 14 day Asia travel pass, how does it work to extend it beyond 14 days?

I’m having an issue canceling my account. All scheduled callbacks were dropped when I just said hello or when I described my request. Is it possible to escalate this, or should I just remove my payment information from the account?

I’m with Koodo  and I’ve noticed an issue when calling someone on Telus. When I reach their voicemail, I only hear the generic system greeting instead of their personalized one.They’ve told me the same thing happens when they call me—no custom greeting, just the default message.Has anyone else run into this between Koodo and Telus? Any idea what might be causing it or how to fix it?

Hi, I canceled my number on March 24 but have already paid my bill in full.I no longer live in Canada, but still have a Canadian credit card, bank account etc.  Is there any way to get my credit back as a refund? The Koodo Assist is not helping me get to a representative.