Managing your Services

I have been using my cell phone as also my business phone for texting only, but my customers keep trying to call me. So I want to have a business phone number that's texting only to communicate with them on, and have my personal phone number for the rest of what I need. Is there a way to do that? 

Hi - I checked my data use (very low) and see that there are several “events” that use data when I am asleep. Usually between 2:00 and 6:00 a.m. Most are for less than a MB but this week there was one that used 35 MB! Why? I am not checking sites, receiving or sending anything. As I said, I am asleep and I don’t use my phone while asleep. When my phone is at home, it uses my wifi so data should not be touched. 

Keep getting error message, “Sorry! We can’t complete this process right now. Please try again later.”

Having issues with connecting new SIM card. I lost my previous SIM card while travelling and purchased a new one. I get to step 5 (https://www.koodomobile.com/en/help/koodo-sim-support) and the screen keeps loading after putting in the verification code from my email. I really need help with this as I am not getting my messages and can’t use my phone when not on WIFI. I tried to get a call back from a customer service rep and then realized I can’t be called on my number as it’s not associated with the new SIM yet. URGENT help!

Do I need to remove my sim card when I am on a seasonal hold? I have an esim arranged for a trip to Europe but was hoping to know if I need to remove my physical sim card. Thanks!

My wife and I will be travelling out of the country soon. We have our phones on the same account, but obviously have individualized plans. What I want to know is if we will both have to add Easyroam for $16/day  or if we add it to the account and may both use it.

On March 3 and 4th I was charged for unexplained data usage to the tune of approx 3.7G of data overage. This happened in bursts of data usage while my phone was sitting inactive. Where do I go to get an explanation for this?

I have a contact who lives in NS, and have been charged roaming fees for text messages to their canadian number. Neither of us are/were roaming or travelling. I do not live near a boarder.Why is Koodo charging roaming fees here when the contact’s number is both Canadian and not connected to my account in any way? I see several guides from Koodo and community suggestions on how to prevent this. That being said, it should not be a customers responsibility to require both their own phones, and every one of their contacts to have device specific roaming settings enabled to prevent these erroneous charges. This has been a problem for years. When is the solution coming?Regarding the charges. How can we rectify these?Regards,Scott

Can I text outside of Canada (from within Canada) with no additional charges?

I was charged a roaming fee but didn’t leave Canada.  I was also charged an application fee but have no idea why.  How do I get the roaming fee reversed and more details on the application fee?  

I switched to Koodo now and I was told the Sim card is being sent by mail. Meanwhile, I got a email to create a self serve account. When I created it, it has a different number. I haven't put the new Sim card yet. I need to keep my old phone number, how can I keep my old number when I switch to Koodo? 

How do I reach a koodo rep or a callback. I need to cancel my koodo contract.

I have a 5gb monthly promotions (valid for 12months) applied to my Koodo account, I would like to know if I change my plan, will I still have the promotions applied to my account?

Hi.  I recently travelled to Portugal.  When I charged my phone, somehow the airplane mode was accidentally turned off.  I was charged a ridiculous $76.60 in about 60 minutes before I noticed what had happened.   I immediately turned cellular service off for the rest of the trip.  Can you kindly reverse the charges for this accidental oversight.  Thanks.   

Hello was wondering if anyone knew if promo credits take a bill or 2 to be applied?. Upgrade phone with promo upgrade375 supposed to get 25 dollars off for 15 months. Just got first bill and noticed no credit wanted confirm if missing or will take awhile apply. Kind regards 

Hello! I can’t receive any verification codes from my bank and other apps. This started in February I believe, and if it helps I had switched plans for more data back in November ( ~8gb 4G to 20gb 4G). Right now I cleared my cache and restarted my phone but still didn’t fix it. Any ideas how to resolve this issue?

My usage shows a roaming charge at 2040, then again at 0135 the following day in the same country. I know when traveling to different countries in the same day with different roaming prices you get charged twice but this is not the case obviously.

Hi everyone, I would like to get a phone for my daughter, but I want to keep mine, I don’t want to change.  I would give her the new one and keep my old one.  Can I don this, just get the phone without a sim card or new phone number?  She will use it as a @ipod@…. no text or anything, just internet. Thank you!

I am presently out of the country and spoke with Koodo regarding putting my account on seasonal hold.  This was to take place the first of November.  It has not been placed on seasonal hold and I am being charged full price for my plan.  I need this to be corrected.  Any info would be appreciated.

Hi there,I noticed my credit score report shows that I have a $57 balance with Koodo. Since I set up my pre-authorized payment a few months back, I didn’t expect to see this.I suspect this has to do with the fact that my credit card gets charged at beginning of the next month (although my bill is out on the 17th), while my credit score report is out right before that. As a result, my credit score has been negatively affected.Is there a way to pay the bill earlier with pre-authorized payment? I really do not want to pay the bill off manually every month, or to see my credit score continue getting punished.Thanks a lot!

Hi i just got the 15 dollar starter pack. I will be in Punjab, India from Mid March to December 2023 and will need to use my phone to receive verification codes (like from facebook linkedin etc) i will not be making any outgoing calls or attending any calls i will only be using this phone to receive those verification codes.Can someone please tell me every time lets say facebook sends me a code i will be charged for it? if yes please tell me how muchWill my koodo  even work in Punjab, India? Do i  need to do anything from my end (I have an Iphone XS)

I purchased an extra 10gb in my last billing cycle, got charged $10 for that. Then an extra 1GB for $25 more.But my march bill shows two $10 charges and 2 additional $25 charges (the bill days i bought the additional 1gb data twice which is not true as i have the texts message from koodo when it got activated)Moreover, if the additional 10gb data add on from the previous month has been transferred to this month as well, why doesn't it reflect in my usage when i login to self serve?Please fix this! 

Phone activated and working well with Prepaid plan, but Profile in Self Serve was created with misspelled email address. I am unable to edit any data in my Profile because I am not receiving required security codes. I would appreciate help to change the email.

I’m travelling from Canada to the USA in a few weeks, I am a monthly user.Does anyone know if and how much you get charged for sending a text while in the USA? Would you suggest getting easy roam? Thanks!

My wife has a Koodo Service on her phone. When see calls me (also a Kood Service), the calls go directly to Voice Mail. Calls from my land line and other Mobile phones do not go to Voice Mail. Why are only calls from her phone going to Voicemail?