Managing your Services

I changed my Koodo account email a couple years ago but my Koodo Community email remains the same and I have been unable to find a way to change it. 

I’ve upgraded my phone but I still had a remaining tab balance. Does this balance get carried over to my total tab balance with my new phone upgrade? What happens now? My order got approved and a new service agreement was sent to me but nothing about my previous tab balance was mentioned.Also I got a phone plan with the winter sale going on, and it’s valid until January 9th but again, the new service agreement didn’t mention the bill credit.  

Got my first bill. My $20 credit was applied to the first month partial charges on the original number but when I switched it to my own number the $20 credit was not applied to full month of January. Can anyone sort this out for me. 

Hello Team,My billing details are still the same. My full name is Sowmya Sri Appanabhotla. I have opted for $45 for 50 GB and I'm getting charged $65 without the $20 credits for 2 months in a row. I have talked to the representative about this issue last month itself. Still no action taken from your side. You guys are making me regret for changing the carrier service from Fido to Koodo. Resolve the issue of the credits now.

Hi All,Another BF promo credit issue. After the taxes my promo should total $22.40 (I’m in BC), but based on these credit amounts I'm only being credited $22. Sure it’s only 40 cents, but that adds up and if anything is the principal of the matter. To add to this my first month with Koodo I was billed the entire monthly plan amount of $65 + partial charges with no credits applied. This was fine because a CS rep said the total would be reflected on my second bill. Sure enough second bill comes around and my total is for $50.79. At this point I'm just looking for some clarity from a CS rep who can help correct the issue, because this sucks. 

Hi there, I am a Koodo Pre-Paid customer and have been for years - I am trying to switch my plan to one on the 360 Day plans on my self serve account - however, whenever I click submit payment I get an error message stating something has gone wrong.  I tried multiple credit cards all with the same error.I scheduled a call back from support and we got disconnected and no one has called me back.  Can someone please help me with this.Thanks

Hello, I received the following exclusive upgrade offer from Koodo:30GB/$55 monthIf I decide to take the upgrade, will  the new plan qualify as  a TAB Mid?  I would also like to purchase a new phone. The phone I want (Pixel 6a) is available for $0 up front and  $5/month on a Tab Mid plan. Thanks

My husband was looking at upgrading his phone and in doing so changing his plan. By upgrading and going to the $65 for 40 gigs  it says it will be 50 dollar for 15 months or 20 gigs for 60 dollars on for 45 but when we go to check out it only shows the current price. is there something we need to do on the self serve? I dont want to commit unless I know hes getting the cheaper plan for 15 months (we are both current Kodoo customers) Screenshots below.Promo Checkout Price 

Before Canceling my account with Koodo as i had 200$ left to pay off my phone and also intentions to go back home i asked for a payoff bill and cancelation after that . Instead of doing that koodo cancelled my connection without giving me the option yo pay my tabs remaining 200 $ and now Removing the discount i got through two years tull now are being asked yo pay which is of 800$ ! Are you guys imsane or a scam ? Like this was done pre planned koodo and ypu know it too . I will escalate this matter in higher authorities and see where can i end up with this case . Enough is enough. After paying for 3 years and when i had one month and 100 somthn in left at tab tp pay after tab bonuses how come that charge was not in my bill but my account got cancelled and my bonus got waived without my consent or letting me informing me !!! 

How the hell do you get a hold of someone to talk to the billing dept.  Chat won’t give you an agent or callback so how do you contact this company????

i am trying to make an account of my own and take my phone bill off my mother, but when trying to register for a new account it will not send an email with a code

I’m a post-paid customer and I want to activate Call Forwarding for $3/month.  But it is not among the choices presented under Manage Add-ons.  Is anyone else having this issue?

I have made arrangements with koodo for a payment plan. I can’t remember the exact amount or day it is due and I can find no email about it. Nothing in my self serve either. They did restore my services but I still want and need to make the payment.

As many others are also saying, I am seeing an incorrect amount for the credit on my Koodo bill.I have two lines on my new account.Each line was promised a $55/mo 20GB line with a $20/mo credit on each line.Additionally, because we were adding two lines on the account, we were promised another $5/mo credit on one of the lines. This is what my bill shows: These are not the credit amounts that we were promised!Can someone please get this corrected for me?

I have signed up for the 2022 Black Friday deal of 50 GB for $40 promotion. The contract and my current online Koodo profile doesn’t reflect the monthly discounts/rebates. How can I confirm that I will be billed as per the offer I agreed to?

Hi, I am a current Koodo user,I have been trying to purchase the new iphone 11 + 50GB for $45 promo for the past three days.I keep getting error messages that something went wrong every time I am about to finish checking out. I assume it’s because the web traffic is probably heavy. But either way, at this rate, i feel like I will miss the promotion.Koodo Assist has been pretty useless so far. Can’t schedule a callback until Friday for me.I do not even know who to reach out to.Could I get some help with this?

I have one account with 4 lines. I would like to be able to share data amongst those lines.

When I call my voicemail I receive the usual announcement, but none of the number keys is responsive. If I press 1, nothing happens.  Same with the other number keys.  It goes through the basic voicemail announcement. Then the call fails.  Have tried setting up voicemail again, and am unable to.  Every way I try to get into voicemail has the same result.  Otherwise, my phone is acting fine, I can send and receive calls.

as title,  I want to use wifi calling.

$20 credit is not reflected on first bill. Was charged $65 plus pro-rated amount. 

I got a new phone and plan last month, and it was a deal for $65 a month to 40 a month instead. It was a black Friday deal....I was told the first bill would be $65, but I just got my second bill and it says I owe $60 and $40! Like seriously! It's suppose to be $40 a month, not $100!

I called an agent at the start of December to arrange for my mobile contract to be closed on December 28th as I was leaving the country indefinitely. He worked out the exact amount that I would owe given the pro-rated amount + taxes and told me to pay it straight away as I was closing down my Canadian bank and remove my card details online. I did this but I just went on self serve to check everything is ok and it’s still showing a balance of $2 and something owing. I tried to pay with my international card just to be safe but it wouldn’t work. Could someone help me please as I don’t want to be charged for not paying in time even when I did exactly what the agent on the phone advised me to do.

Hi, I attempted to make payment on my current bill, but the online self serve payment screen thinks that 05/23 is somehow in the past despite it being 5 months from now. Seems like an error with the website as it is clearly not may of 2023 yet so therefore my card must still be valid. Please fix your website so I can make payment.

I've been billed and I haven't even used the service yet.  This is ridiculous no other provider bills you until you activate the sim card.  They also billed me for selecting a perk.  It's literally illegal to bill someone before they activate the connection.

I can’t register a sim card, I went to the store, they gave me an email, they told me to download the confirming documents, but I don’t get a response, maybe the site didn’t write down FRAUDFAX@telus.com correctly