Managing your Services

I've been having an issue adding a free perk to my new phone lines. Everytime I try to set it, it give a confirmation. But next time I log in a check, it still gives me a "add free perk" notification and nothing perk is added.

Did the upgrade offer from Public to Koodo.  I never received an esim  notification.  I have no QR code to scan either.   I now have no cell phone service at all.  I Tried using koodo assist chat and got nowhere.   For a brand new customer to Koodo this is turning into a very bad experience 

Background:I want to cancel my Koodoo mobile plan.  I’ve already selected and paid for a different plan at a different vendor.  I was ready to part ways, amicably, with Koodoo until … Problem:I discovered that there is absolutely no way to cancel the plan via Self Serve. Instead, someone needs to call me tomorrow (via a “callback), at which point I am sure they are going to try to sell me on the notion of staying with Koodoo. Why is this a Problem?I don’t want to have the “oh, please stay with us!” conversation.Frankly, I don’t have time for it, and I’ve already made the decision to leave.  (In fact, the time for that sales pitch would have been a week ago, when the website refused to give me a better deal than what I could get at a competitor.)More frustratingly — and relevant to my current mindset — is that Koodoo feels that it can waste my time with these unnecessary hoops. Suggestion:Make cancellation — you know, the opposite of the subscription part, which you can already do onlin

I paid my bill automatically last month, but the money was refunded to me, and this month an extra charge of $106 was applied.

I am charged for $9 on my latest bill which is not right. I have 100 free international minutes every month.$9 must be removed 

I recently moved 2 lines to koodo and I got credits of 75$ each (2 lines) but I don't see that is adjusted to my account and also each line is for 25$ (CAN-US-MEX) but I see totally different amount in the bill.  There are cancelled pre auth pay discount which is incorrect and monthly credit which is confusing.I am confused with the stmt and please help me to understand once you do the needful.I was expecting June and july I will get credit adjusted and then 100$+HST would have been the charges. The billing is very confusing and frustrating.

I successfully moved my number from Public Mobile to Koodo on 27 June 2026--all verified. But the advertised automated eSIM setup failed so my Pixel 7a is inactive. My number has been verified by tech support to have transferred and the resultant Koodo self-serve account shows my number and plan. But my Pixel 7a has no active eSIM. The Self-Serve account shows a number for an eSIM if I start the add-SIM process (I don;t have a SIM yet). The “Expert” tech support sent a note saying my Pixel 7a “is ready to activate” but as the Pixel 7a eSIM add process requires either scanning a QR code or typing in a carrier-provided “activation code” the tech agent said he would send the QR code to my email address. It never arrived and there is no QR code showing in the Koodo self-serve page that tells the user to “use the QR code below”. What shows below is a blank screen. So my question is: Can I just get a new Koodo SIM card instead and add that rather than the eSIM or would I ask the store to ins

Hi all,Hoping someone can point me in the right direction because I've hit a wall.I purchased a Koodo prepaid plan in store on Saturday. The retail location didn't set it up correctly — I can receive calls, but I can't make any outgoing calls.When I looked for a way to fix this, I found that all prepaid support goes through Koodo Assist. Koodo Assist requires me to log in through a Self Serve account. So I tried creating one — but every time I get to the step where I set a password, the page tells me it's "expired." I've tried:Clearing my cache Incognito/private browsing Disabling my VPN Using a completely different browserSame result every time.So I'm caught in a loop: I can't get customer service without a Self Serve account, and I can't create a Self Serve account because of this password page error — and there's no other way to reach a live agent for prepaid issues.Has anyone dealt with this specific "page expired" error when setting a password? Or does anyone know another way to a

Hi everyone,I'm looking for some advice regarding my Koodo account.My account was cancelled after I was unable to make payments while I was outside Canada. I've now returned and have paid all of my outstanding balance in full.I would like to get my old Koodo phone number restored, as I've had it for a long time and it's linked to many of my personal accounts.Has anyone been in a similar situation? Is it possible to reactivate my old number after paying the outstanding balance? If so, what steps did you take, and who did you contact?I'd really appreciate any advice or shared experiences.Thank you!

Hi everyone, I'm hoping someone from the community or a Koodo moderator can help me with an urgent situation.My setup:I'm a Koodo prepaid customer on a 1-year prepaid plan. I ported my existing phone number to Koodo. I am currently outside Canada and will be for the foreseeable future.The problem:I'm trying to create a Self Serve account, but registration requires a verification text message (SMS), and I'm not receiving any SMS while abroad. Because I can't complete Self Serve registration, I'm effectively locked out of managing my own number.My main concerns:How can I register for Self Serve / verify my identity when I can't receive the verification SMS from outside Canada? Is there an alternative verification method (email, account PIN, callback, online chat) that doesn't depend on receiving a text? If I never complete Self Serve registration, will I still be able to keep my ported phone number when I eventually return to Canada? I want to make sure the number isn't lost or recycled.

Hi,I just switched from public mobile to koodo. account established, but number is not ported out properly. Rebooted several times. Do I need to delete old eSIM? Or shall I enter them(SM-DP+ Address, Activation Code & Confirmation Cod) manually if it can be provided somehow?

Hello, I have difficulty with the Koodo network. I am new here and have bought a plan for use before porting from Public Mobile to Koodo but it is not working as it says "Your order is in progress. Your account has basic access for now. You'll get full access when your order ships."I am confused and frustrated as it is over 24hrs since that happened, I have been charged and still nothing. I need to Port out of my current network and if Koodo won't work out, then they should let me know and return my money.  Thanks

I was renewing my annual prepaid plan for the kids and it directly me from telus to koodo because telus will not be doing prepaid after July 1?  There was a bonus/promo code that would then change the $100 annual plan from 400min/400texts to unlimited min and texts for the 1 year. I went through the activation with a purchased physical sim.  But the plan is showing as 400/400 not unlimited. There is a section to add the promo code in the account, the promo code I took a screen capture of is also invalid. Contacting a human or getting anything across the ai is pointless so far. Can a help rep fix this issue and apply the unlimited min/text promo to my plan? phone number ends in 4727

I received my new phone, and to set it up, it says that it will send a code to my old phone, but the screen cannot turn on because it is broken.. So how do I do it?

I have an iPhone 5 locked and I'd appreciate if you could unlock it for me. Imei0**3 7

I would like to dispute my final invoice.The returned payment that Koodo has charged occurred after my Koodo account had already been closed. Furthermore the cancellation of the auto debit happend after the account has been closed. The $10 charge should not be applicable and charged against my final bill.  I had paid my final balance in full. Therefore, my final bill should have been $0.00.I respectfully request that you review my account and remove this charge, as it was applied after the account was closed and my outstanding balance had already been settled.Thank you for your time and assistance. I look forward to your response.

I was charged for roaming when I never left Canada. My cell phone connected to an American tower but I never left Vancouver Island

Added a 14 day Euro pass to the account just prior to travel., which spanned two billing cycles.  My  May bill included daily roaming charges. The rep confirmed the purchase, and noted a glitch at their end did not apply it properly to the account. Got the credit back and was assured that this was fixed for the entire trip, as the last few days would come in on the June bill. Which I got today, and again included very costly daily roaming charges in error. And of course, with Koodo requiring access to charge my credit card, I am now waiting for a response to get this addressed again. If you purchase those passes, keep a screen shot. And keep your logs of past conversations. 

This is my first bill and I would like to know which date it will be deducted from my bank account …is it the Pay by date? It doesn’t show on my bill unless I missed it.

Hi Koodoo, i have tried using the Koodoo assitance but in veil and theres no email options. I also do not want to share my facebook account with you. A customer has registered an accoutn with multiple phone numbers with my email address. Can you please advise how to cancel the account? This is a massive risk of phishing, scam and inpersonating. Please address this as soon as possible. 

I'm traveling to the US the 13th of July. I decided to add the travel pass to my account now (June 26) as it states it will only activate when triggered by US roaming. I'm just wondering if that still applies since the end of my billing cycle is July 6. The email I got after adding the pass was a bit confusing about that stating:"After making changes to your plan or add-ons, your next bill will include the following charges: your regular monthly service, additional usage, a one-time partial/prorated charge and/or credit from June 26, 2026 to the end of your bill cycle on July 06, 2026. Please note: you may only have partial minutes and partial data until your bill cycle resets on July 06, 2026 at 11:59pm."I know it's way ahead to add the pass but I'm moving in a couple days and anticipating chaos so I didn't want to forget about this before the trip. 

Hi everyone,I'm looking for some advice regarding a very concerning issue.A Koodo account has suddenly appeared on my husband's credit report, causing his credit score to drop by nearly 200 points. The problem is that we have never opened or signed up for a Koodo account.For reference:I have always been a Fido customer. My husband was with Rogers and later switched to Telus. Neither of us has ever had a Koodo account or authorized anyone to open one on our behalf.We're very concerned that this could be a fraudulent account or identity theft.Has anyone experienced something similar? What is the fastest way to get this investigated and removed? We've only just discovered it and would appreciate any guidance on the best next steps.Thank you in advance for any help.

I'm another customer having the same issue. Signed up for Asia roaming add on and got email confirmation before travel. Once I landed in India, I get text message saying I will be charged $18/day for roaming. Been sent around and around through the online support and can not reach a rep.This is frustrating after a long trip. Coincidentally, I had no issues with the Europe add on just the day before!Help me connect to a rep to sort this out.   

I was charged an additional $16 but did not leave the country. Please remove. Thank you. 

Hello, I just changed my plan to a Canada-US-Mexico roaming with data, talk and texts 100 GB of Shock-Free data at 5G speed And Unlimited International SMS. I just travelled to Mexico recently and my date/plan has not been working. What can I do ?