Managing your Services

Hello everyone. I ordered my SIM card from Koodo and it took about a week to receive it. I did not activate and transfer my number yet. I just got the first invoice by email. I understand the first bill includes a pro-rated monthly fee, but the thing is that I did not use the SIM card yet, and the first pro-rated billing period is from May 18 to 28. Will it adjust automatically when I transfer my number and activate my plan? It's May 30 now and I did not use the SIM card yet. 

I am checking to see if I can get a better deal for my partner, who’s phone has been paid off for a while. His Plan only includes  The offer I am seeing is:$55  for 40GB with one free perk.Unfortunately the perks here don’t include the international minutes, which the old plan includes (1000 minutes) AND it says “Applicable on Tab Basic”, does that mean I have to pay $10 each months ‘towards a new phone’. I choose ‘shop for plans’, only - so why am I already faced with the decision about a new phone?What do I need to consider here?Very confusing, Koodo!

I have tried to reach a Koodo customer representative since yesterday. I scheduled a callback for several times. However, each time, after I pick up the callback phone, said “hello”, and pressed “1”, I was told that no choices was made. Then the phone was automatic hung up. What can I do to reach a customer representative?

How can i remove subscription to the international long distance saver add-on?

I added a new line for a family member to my account but it’s not showing up in my self serve online. I got a plan for BYOD and just purchased the sim card online. The sim has shipped and I was wondering if the line should have appeared in my self serve by now?Or do I have to wait until inserting the sim card in the phone for it to show up in self serve?

I am prepaid user.Can I setup pre-authorized debit payments from my chequing account for my koodo account?I sae the link but I cannot find "Payment section and beside Pre-authorized payments, select Manage."https://www.koodomobile.com/en/help/setting-pre-authorized-payments

I have been with koodo for almost 2 yrs now and pay 100cad for mine and my wife’s bill. Current bill is 115.64cad dont understand why and dont see any discounts applied which usually keeps bill to 100. I am feeling being overcharged for being a loyal customer and would like to know my options.

How can I cancel voicemail?

I want to change my plan but am only given the option to add a line. It's an all around better plan. Right now I only get 16GB for $50 and the new plan is the limited time 20GB for $39, but in order to get it I need to add it as a line to my current account.If I add the new line, am I stuck paying for two lines? Or can I cancel the old $50 one and proceed with the $39?

I tried logging into my account (prepaid) a couple days ago, and was asked to use two-factor authentication. I’m pretty sure I didn’t activate that feature, but I don’t object to it… except that it doesn’t work. I’ve tried for 2 days now to log in, and the Web site is not sending me either an SMS code or an e-mail containing a code. I tried the chatbot, and it’s appallingly bad. Completely useless. I tried booking a callback; no phone call. And there doesn’t seem to be any way to reach an actual human. I’ll try Facebook and see what happens, but these problems need to be fixed.

I got a phone for my mom with my koodo account, and now I am stuck with the 50 dollar monthly plan.However I am not In Canada now and I don’t need to use the 50 dollar plan, I just need to keep my number for text message that’s all.so i paid off the tab and I had no tab, but it seems like I can’t change my plan, do I have to stick with this plan forever? is there a way to change the plan?

HELP!! i can't get in to my account to pay my bill

I was in the US on two different days during my last billing cycle.I live in a border town so I go across regularly.I didn’t use my phone while away and was charged $28 for Easy Roam!!!!!!!!!!Trying to get a hold of customer service is an absolute joke!HELP!

Hello Koodo friends,I am trying to switch plans within Koodo to this new $39 promotion, but the checkout requires I buy a new SIM card. Is this necessary? I don’t understand why I need a new SIM card when I am only switching plans. Can this be bypassed?Thanks!

Hi,I recently upgraded my phone and phone plan, after seeing the phone I wanted (Pixel 7) was eligible for a bill credit (“up to" $182.50 I believe – I forget the exact amount). This was listed separately from a large ($300+) tab bonus that was also being offered.While completing the checkout process, I saw no more mention of this bill credit. Is a bill credit being applied to my account following this upgrade?Thank you!

After purchasing the 360 day plan my voicemail and calling abilities have not been working on my phone. It’s leaving a message saying “7b1 your phone is not activated on the network.” Has anyone had success after speaking to a representative? I was on the phone for over an hour yesterday, and they said the issue would be fixed with the next day or 2.

The pay now option in my self serve is greyed out. I am unable to use this option to pay my bill that I recently received yesterday. I decided to wait one day and see if it fixed itself but it did not. Should I continue to wait?Thanks.

Hello,I was sending an email to mynumber@msg.koodomobile.com but i was not receiving it?I was using my company email to send it but i was not getting the text message, although i’ve tried it on my personal email which is a gmail and i’m receiving the email via text message. Thanks, 

Port notification from previous provider never arrived. Should I just switch Sims now and hope it will work without the YES? seen others replies that they never got the text but the number ported anyways

A month ago I received email from Koodo saying I had weak password (my password met spec I see in my account online). Tried logging on to my account found it locked. Tried logging in an hour later. Success but when I went into some functions got error message saying service not available. Used Koodo assist and after some crazy gymnastics got into callback mode. Received call back on my mobile phone and had no trouble reaching support. They would not confirm that the source of the email was from Koodo but hypothesized that someone was trying to access account and recommended password change. Did that.So today I get Koodo email asking if I want to reset my password. Figured here we go again. This time my account was not locked but again some services were not available. Used Koodo assist and got into callback mode. Got callback as scheduled on my mobile phone but this time the callback request for a number 1 response to connect with support, was not recognized. After another request for

I’ve been with Koodo for a while now. My wife was offered an “upgrade” to 20Gb plan at lower pricepoint and I wasn’t. I’m stuck at old 8Gb plan with higher cost for no apparent reason - my wife and I set up our Koodo accounts about the same time, yet our plans are never in-sync. And this “only for new activations” is an insult to loyal customers. At least give us something comparable.I can order *new* SIM with new plan just fine it seems so I’m tempted to cancel my existing plan and force the issue that way, but then there’s an issue of phone number porting and canceling at the rigt time to not get dinged twice. Koodo - this should *not* be this annoying.

Hi,My bill should be $35 per month and my plan is showing as $40 now?Thanks,Krystle 

Hi guys,I spent my last year in Canada and had a Plan with koodo for that time. Because I already left I had to cancel my koodo Plan which worked perfectly fine. But why so ever there is still 2 CAD left I have to pay. But when I left Canada I also had to close my bank account which means I cant pay the bill right now because they only accept Canadian credit cards. Is there anything I can do to pay my last 2 CAD? Thanks in advance. Cheers, Oskar

I’m having an issue in self serve > manage my perks. When I click on it, I'm getting a blank page for perks. I want to change my free perk from "unlimited international minutes" to "unlimited international SMS".I have tried:- clearing cache/cookies- different browsers- different laptopsNone of the above has helped.I have already tried to do this over the phone with a Koodo rep and they experienced the same. My new billing cycle starts soon on April 2nd and I want to get this change done before that, so that I can use it starting with the new billing cycle. Please help.Thanks.

Hello,I’m new to Koodo (ported over from Telus to save a bit of money), although my initial e-mail order summary from Koodo showed that I’d get a $5 discount for 24 months:  TOTAL DUE MONTHLY $50 30GB UL Can Min SFD (4G Speed) $50.00 Easy Roam INTL- PayPerUse Access On $0.00 International Data Roaming $0.00 International Voice Roaming $0.00 Easy Roam US - PayPerUse Access On $0.00 $5 Visual Voicemail $5.00 Pay-Per-Use Intl Long Distance $0.00 Monthly Tab charge $0.00   Sub total $55.00 GST (5.0%) $2.75 Monthly bill credit (24 months) -$5.25   Total due each month $52.50   (plus applicable taxes and fees)   but I just received my first bill and its missing the monthly credit:     Monthly charges $55.95 AB 911 Government Fee $0.95 $50 30GB UL Can Min SFD (4G Speed) $50.00 $0 Call Control $0.00 $0 Rollover Data $0.00 $5 Vis