Managing your Services

I was charged for my old plan and new me, I’m guessing because I changed it on the first day of the month. I tried requesting a callback before and never received one. I just want this fixed and it’s seems so complicated to get this resolved. 

Hi, I was wondering if Koodo accepts multiple pre-authorized bill payees. I want to pay a portion of my family’s bill (say $50 of the total). Will Koodo charge me $50 and then the rest to the other payee or treat me as the lone payee and charge me the whole bill?Any clarity if greatly appreciated!

My phone doesn’t register a call when Koodo callback phones me - it just goes straight to voicemail. This doesn’t happen with any other number, including other callback systems.In another forum, I saw Fongo recommended but I am unable to access my account - I have one registered but it won’t let me sign in and when trying to reset the password, the email never went through (even after verifying the correct spelling).Is there a number or email that I can use to connect with Koodo? Feels like a frustrating chase. Thanks for your advice.

Hey guys, I have a quick question for the community ! I am a student currently based in Paris. I am planning to move to Canada, more precisely to Ontario city.  I will be in the need to remain reachable at all time in order to stay in touch with my parents. Do you think/or know if KOODO is able to deliver me a SIM card outsite of Canada (in Paris) so that I can activate it once I arrive in Canada?and how can they help me if I have troubles activating my line once in Canada ?Thank you in advance for your answer you all !!!!

I added long distance perk on my plan but when tried using it, voice mssg that it is not activated and has to call *611, and has to schedule a call back.  Cant it be done without calling back as it for obvious reason that it was included in the plan? (Just a suggestion) thanks

Registered for self serve after I got my new Koodo sim card loaded. Now when the official email came though a day later I could not finish registration on self service, cause I did it on a previous email asking to register. How do I fix this?

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