Managing your Services

I have two lines and I am unable to add free perk (rollover) to either of them. I tried different browsers, clearing cache etc. 

Hiwhy I still received Telus bill while I'm not with them anymore 

I am being charged an extra $5 for using their 3G service on my old phone as an add-on in self service.  I just activated a new iPhone. For the upcoming bill, I will probably have to pay it since I activated the new IPhone mid cycle,  but will the monthly $5 charge be automatically removed after this billing period or do I have to notify someone at Koodo? 

I was previously a Public Mobile customer but was offered $30/50GB to transition over to Koodo. I was paying the same amount as a Public Mobile customer but for 20GB. I just received my bill and it is appearing as $40. I no longer have access to my Public Mobile account and I don’t have a screenshot of the offer that was given to me.The offer stood as $30/50GB, without the auto-payment discount, so this is false advertising on Koodo’s end. I’ve tried to click on the “Want us to review a charge on your bill? We’ll review it and respond within 4 hours.” but it’s not even a clickable link and it doesn’t lead to anywhere.Had I known I was going to be paying more, I would’ve not done the migration. Thoroughly disappointing experience.

Do I still need to cancel and resubscribe to my internet plan if I plan on moving out in 2026?

Its getting really annoying how difficult it is to change a perk.  Please help as nobody yet has still changed my perk.  Its to a point where changing service providers is the answer.

I arrived in Germany yesterday and assumed I could only access Easy roam with $18 a day. I was getting advertisements for eSIM and other services and thought I would double check with Koodo. I just checked now and I purchased the 14 day Europe pass and got the same confusing email about data, nothing about my pass. It said it activated when I landed in Germany, but I am already here and learned about it after landing. I would rather use my own phone company so went for that option. However, if it doesn’t activate does that mean I will be charged for 14 day package and the daily roaming fee? I don’t want to get hit with all the extra charges for daily roaming if my 14 day pass doesn’t activate. I tried turning my data on and off and airplane mode etc. but I still haven’t got a text which said that the plan has activated. I read through all of the other questions related to this issue and didn’t find an answer. my situation is different from the other questions as I am already in Germany

When using Koodo Assist through your phone you are not able to schedule a call 

I switched yesterday from public mobile to Koodo.  Lucky for me my phone works, but when I login to my account the only service I have listed is my stream+ Im supposed to add my bank account to get the discount but the site doesn't even say I have a mobile account.   When I click on mobility it says the site is down.

Hello,There is a $10 roaming charges on my latest bill and I was never out of the country. The date is July 7th.Could this be removed, please ? Thank you 

Greetings: I am trying to activate a new prepaid retail kit. The website is completely stuck at checkout and will not recognize my $20 packaging credit, demanding $21 instead. I do not have a working phone line to call in, I am at home on Wi-Fi, and the chat bot will not transfer me to an agent. I have my selected number and my 19-digit SIM card number ready. Can an official Koodo rep please private message me here to process this activation manually? Thanks in advance.

Hello! Wondering if someone can help i bought the bundle amazon netflix and disney and while the others were easy to activate whenever i click on active my amazon prime nothing happens. And doest seem like i can speak to a person and the robot does not recognize my questions can someone help? I dont want to give up and cancel all lol thank u very much

In my self serve billing or profile I have no option to remove my preauthorized payment option. I want to remove this from the account, but there does not show an option on my screen to do so, only an option to add another or alternative preauthorized option. 

Hi everyone,I'm hoping someone here has experienced something similar because I'm completely stuck.I'm trying to activate Koodo's $100 prepaid plan and port my existing Canadian phone number from a third-party mobile plan company called PhoneBox.Here's what's happened so far:I contacted PhoneBox, and they approved my port-out request. They emailed me my account number, which I understand is the information Koodo needs for the port. When I try to activate the prepaid plan on Koodo's website, I consistently get a "Payment Error" during checkout, so the activation never completes.To rule out common issues, I've already tried:Three different payment methods Two different billing addresses Multiple attempts over the past week. Different devices and browsers. I'm currently outside Canada, but I started trying to activate the plan while I was still in Canada. I am using an iPhone 16At this point, I'm wondering:Has anyone experienced this type of payment error when activating a Koodo prepaid p

I transferred my number from Public Mobile to Koodo. However, during the migration process, my eSIM activation failed. The number has been transferred over but I lost access to that number. I purchased a Koodo Tri SIM card from Telus website so I can use it to replace my broken eSIM.So, I navigated to the sim card update page. Self serve > Mobile services > Get help with SIM cards > Update my replacement SIM card Then I entered my SIM card number and went to verification page. Obviously, I can’t receive verification code via SMS because I don’t have access to that phone number.I selected email verification and it’s throwing this error message:“This email address can’t be used for verification at this time, because it was recently updated. Please choose the Text option to receive your verification code now.” So, now there’s no way to receive verification code to update my sim card info.Does this make sense? I haven’t been able to access my phone number for more than a week. Thi

I purchased a 14 day travel pass for Europe on June 1st in anticipation of my trip to Greece....I got the confirmation email and assumed everything was good.… When I landed in Athens, I got warnings about roaming charges....I went into my self serve and activated the travel pass again and the warnings stopped.… on my bill i accumulated 80$ of roaming charges on top of my travel pass....I asked koodo to review the charge but they said it was because I connected to a satellite and so the charges were valid and would remain.... I think the issue is the travel pass not added to my account or not activating properly....I did not check my self serve account to verify the travel pass was added...I assumed that since I had the confirmation email everything was good..… anyway Koodo is not owning up to it

IIf you  want to talk to a Human agent read below. Tried everything to talk to a person to know about changing plan. They asked to talk to a chatbot first.Before if we ask the Chatbot to schedule a callback, it was done right away.Now it redirects to a new chatbot, says Live agent, But no one replies,Frustrating.So, I asked Chatbot to Cancel My account, and it right away showed the option to Schedule a Callback.OR You can call a physical Koodo or Telus store , and ask them to schedule a callback for you.Hope this will help.To Koodo, if you dont improve this, I am porting to other company with 3 other accounts.  

My number was ported from another provider today and I didn’t receive the eSIM prompt.  I gather I need to get a QR code, but I can’t seem to figure out how to do it.  In self-serve, it won’t let me manage anything using email verification since my email is new (new account and all...).  So it can’t send me verification.  I desperately need my phone functioning ASAP and I can’t figure out how to get in touch with an actual person to help.  The person who did the porting gave me a support number but it’s Telus (yes, I know Koodo is a subsidiary) and there’s no one to take a call there, apparently.  What can I do?!

The Koodo website suggests that you can get an eSIM when signing up for a prepaid plan, but it also says that the payment for this has to be linked to a Canadian address and therefore I assume that my UK registered credit card would not be accepted. Is my only option to find a physical SIM card in store and sign up for a prepaid plan that way?I will be travelling in Canada for around 40 days and I want calls plus data. Thanks 

As stated in the title, no 5G connection on my A52 5G, despite changing plan over a week ago and receiving confirmation.Tried the basics like restarting the phone, resetting network connections and also reconnecting to the Koodo network.Could it be a sim issue? How do I know if my sim card is compatible with 5G?The area has better 5G coverage than 4G, but as mentioned i haven’t been able to get 5G anywhere.Thanks

I have an unknown charge on my current bill for $115 for a Microsoft product. I did not make such a purchase and I need help removing this charge from my bill 

Does the Data Block with Picture Messaging add‑on have any cost when I switch it on or off during the month?

Hello, I currently have an old android phone with a sim card. I am considering getting an iphone. I would need an esim on the Iphone. How would I go from a physical sim on my android to an esim on an Iphone? I have tried searching Koodo for this information but cannot find any topics on it.

Is it possible to delay payment for a month. Just lost my Job and dont have the funds to pay right now as i had rent and other bills to pay.

I want to change my credit card payment to direct payment from my account. I have fallow the step but can’t get the right billing session in order to manage the account. Self serve only gives me an option to chance credit card but nothing else . Not able to select any other method or a way to change from credit card only method.thanks