Managing your Services

This is the second day I have tried to login to Self Serve. Both days reset password but still no access. Attempts to connect with help from Koodo in vain...Assist asks me to sign in, which I can’t. 

I recieved two messages saying my payment was declined by my bank. From this address… Checked my Koodo account on Self Serve and all  looks normal as usual,  my billing date will be Feb 5. I suspect it is a fraudulent website. What do you think? It certainly looks real. 

I want to change  my Plan Mid-Cycle.   Currently I pay $45 and the new Plan will be $35.  So during this current bill cycle will it be prorated as follows.  $45/30 = $1.50 x 15 days credit due to Plan Change = $22.50 and $35/30 = $1.17 x 15 days new plan fees with change = $17.50 new chargesTherefor for the current Billing Cycle my Bill should be :  $45 -$22.50 + $17.50 = $40.00 and then next Billing will start at my new rated of $35. Have I figured this out correctly?  Thanks.

I've tried to change my phone to prepaid so that I can get easy Rome while I'm in the UK but I can't get the activation text. Is there a way I can get it while I'm still in the UK

What add-ons do I need to talk to people in Canada and the USA when I’m in the USA on my $300 prepaid plan?

I just added a 3rd line, i successfully charged my card for 15$ esim but my account is not showing the temporary number to setup. i called 1-833-881-8868 and as of this post i have been transferred 3rd time and been waiting for someone to answer for an hour already

On Jan 25th I ported two lines out. Each line had a phone that wasn't paid for. A final bill payment went through but the phones were not on it. How do I pay for the phones? They no longer show up in self serve. 

I cannot find out if Koodo is currently offering a Canada-US-Mexico plan like Freedom and PublicMobile? Nothing on any of their web pages. 

Hi,I was just wondering if the 25% off flash sale is available for existing customers? Like would I be able to get 25% off added to a plan I already have or it’s just only for new customers?

I just signed up for the 25% Off flash sale they have until Feb 2nd and didn't notice and I chose the wrong rate plan for BYOD. Everything was done before I noticed and now I cannot find the plan I wanted to go with and seen with Self Serve. I only switched to over providers for that rate plan specifically.  How can I correct this to get the proper one ? Do I have to cancel my account all together? And re sign up ? I cannot figure out how to speak to an actual person to see if they can correct this. Any one have any ideas? Attached are pictures of plans I can change to and the other is the rate plan I want to sign up for.  

Here is a final, clean, short, strong post you can copy and paste exactly as‑is. It includes everything important without overwhelming people: I need urgent help with my Koodo setup before installation happens and before I get charged more fees. My mobile plan isn’t set up correctly and I need to fix it now.I chose the $60 plan, but I’m being charged $80 and I don’t know what the extra fees are for. I need to know what was added and how to remove anything I don’t need before more charges show up.My usage is simple: light streaming, games like Solitaire and Bingo, Facebook, and managing my website/domain through GoDaddy. I’m mostly at home and don’t use heavy data.My tablet was stolen recently, my newer laptop is broken, and I’m using an older one I upgraded just to stay online. I can manage a monthly plan, but I can’t buy a device upfront.I need guidance on:- fixing the $80 charge  - choosing the right plan for my actual usage  

I cancelled my Koodo account on December 10th but just received another bill for Jan-Feb billing cycle.   The phone is definitely disconnected and did the cancellation with Koodo rep in December.

I was a victim of fraud. The person swap my sim card to another phone. I do not have access to my phone number. I cannot talk to anyone from Koodo. Everytime I try to call I’m being redirected to online service and then I’m asked to give my phone number and notification are send to that phone number. My dad even went in person to a store and they told him they could do nothing. It’s been more than 12hours I’m trying to connect with someone, talk with someone and it is not possible. 

Now I can’t get any support other than posting here. Please help?I shared all the right into to port over my number and my payment went through. But nothing ported. Still have access to my number on the previous phone account.Can’t create a self serve account without the number being active, I’ve tried.What are the next steps to port, since I’m locked out of Koodo from every angle after paying?

My wife just ported her Fido number over to Koodo.The port was successful, but the eSIM is still showing the number that Koodo gave it. It's been a few days and no change. I can call and text her at the ported number with no issues, but sometimes pictures show up for her in a group text with the ported number and the original eSIM number. Also, the system won't let her pick her perk Thanks,Fischoli 

What add one do I need to use my phone to talk to people in Canada and the USA  when I’m in the USA? 

I am an existing customer and would like to participate in this plan but it appears we loyal customers are locked out in Mobile Services → Change Plan. Only new customers. I prefer not to leave Koodo and there is a Bell or Rogers “BYOD Max Canada US Mexico Roaming 175GB” plans for $40 a month vs $55 etc without Canada US Mexico Roaming.Do I need to speak to the loyalty department?  Koodo is not being kind to loyal customers.  

I just purchased the Apple TV+ and Netflix bundle. It tells me to activate each one but wont move to the next page when I select activate. How do I activate it if it wont let me?

Hi. I’m a new Koodo customer trying to set up my plan. I’m supposed to get a free perk but whenever i try to add data rollover, i get an error message telling me to try again in an hour which I have done multiple times with different browsers and cookies cleared. Still getting the dreaded ice cream cone of shame.Can anyone tell me how to contact customer support or maybe flag a rep for me?Koodos! 

I just got a IPhone 17 pro (not from Koodo) My previous device was a Pixel 8 with physical sim. How can i convert from Physical sim to esim for iphone 17 pro.Is there a cost or can it be done free of cost for the conversion?Thanks 

Received and e-mail from Koodo that my stream + basic was not being charged correctly and as of Feb or the nearest billing date it was increasing as I had netflix standard and not Netflix standard with ads, I signed up for stream plus basic for $18.00 per month and i cancelled my netflix account, however, for some reason, my netflix standard seems to now be telling koodo that we were being billed wrong. I have gone into netflix and changed the plan to standard with ads, it now tells me i have to contact koodo, Koodo are the ones who contacted me with contacted me on what to do!!!! what is the next step to ensure my bill stays at $18.00 per month?. 

I will be traveling for several months and would like to retain my phone number for when I return. I’d like to downgrade my current prepaid plan to a cheaper plan however the self serve options only offer higher priced options. I know there are cheaper options that the one I am on because we have three phones that are all on koodo prepaid.  It would appear that koodo claims to allow downgrades for prepaid plans but does not offer them as options on the self serve menu (and since there is no customer service to call then there really is no downgrade options). I’ve checked the “legal” section and there is no mention of not being able to downgrade so is this an issue for the CRTC to address?Please explain where to of how to access the lower priced packages through the self serve options. I would like to downgrade but see no cheaper options. Thank you for any assistance.EDIT - just to further clarify, I am currently on a prepaid plan. I would like to downgrade it to a lowe

I’m trying to set up a new account I want to transfer both phones to Koodo but when I go in to set up one plan can I add the other line or do I have to wait to I set up the first line and then do the transfer of numbers 

Hi there, I was mistakenly charged with a US easy roam charge on January 4th while up at my local ski hill in BC, which is close to the US border. I’m quite certain I had it in airplane mode and I did not touch anything so it is rather perplexing. I will again consult the list of recommended actions to avoid this in the future but would like this mistaken charge to be reversed.  Thanks very much - Amy 

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