Managing your Services

Hi there,Could you please enable international calling? I already have all the related add ons mention here in the community but it seems like it requires manual intervention from your team.Thank you!

Hello,In June I signed up for a prepaid account at a Koodo store in St Catharines ON The worker forgot to charge me the 20$ fee for the sim and texted my number, I didn’t respond as I had already left the province, and went from Alberta to Europe. I noticed today on my credit card that I have been getting charged 50$ every month since thenI did not sign up for anything longterm because I knew I was leaving the country in 2 weeks and haven’t been back since then. I tried to sign in with my email but it said it wasn't recognized but this isn't possible because it is the only email I have ever had. I think he was mad and changed my email in my account as well as my type of pre paid plan. I am struggling now to locate my number, and I have tried to find answers on Koodo but couldn't I have cancelled my credit card to avoid further charges. Now will I have to wait for my parents to send me my card and go a month without it. I

Hi! It looks like this is a known issue—can you please enable the VoLTE option on my account for the Google Pixel 5? It’s giving the “please contact your carrier to enable wifi calling” message, and I see that others had an add on added to their self serve accounts to make it work.thank you!!

I have NO tab and NO add-ons.I simply want to downgrade my plan from my current $35 plan to the $15 starter plan because I use less than 100minutes/ month and never use my data.If Koodo wont let me downgrade to this $15/month simply because I am not a new customer, that is complete BS!

I updated my phone number roughly 24 hours ago, and I am experiencing a weird issue. I was using a temp number with Koodo for a few days while my original number was being released from another provider. Once the number was released, I transferred the number to my Koodo account via Self Serve, tested it out and it appeared to be working properly. Sooo, the issue I later found out is that when I message or call my contacts who use iPhone my number is showing up as expected (the proper number which I transferred to my account), however, when I message or call my contacts who use Android it is not coming through as my proper number, it is coming through as the temp number which Koodo supplied – for context, I am using a Google Pixel 7 Pro. I have scheduled a callback with Koodo but hoping this can get resolved quicker than waiting for the callback.  

Hi there, can you please enable voLTE for my phone.  I have Realme 5 pro phone, the manufacture said “Please contact your network operator to activate the VoLTE function as all the realme devices support VoLTE.”  I have very bad connection with Koodo mobile, talked to tech support few times couple of years ago about this problem without any success… It’s kind painful when you can not call from your own home and no one can call you! The only way I can call to someone when I am use Whatsapp…. Now I find out about WiFi calls and contacted my phone manufacture they said to contact network operator…… 

I purchased a U.S. roaming talk booster.When attempting to make calls from within the U.S. I get a recorded error message saying you don’t have a U.S. roaming talk booster in place.I checked my account online and have lots of unused U.S. minutes.How can this problem be fixed?

I switched from automatic CC payments to paying monthly via a banking transaction.  Since switching I don’t receive either an email (preferred option) that I have a pending bill / payment nor a text message.  I’ve poked around and don’t see an option for this to be enabled.

I'm trying to upgrade my phone but the website shows an error. Is it down? Does anyone know 

My father is a new customer (I am an existing customer). He received the email with the service agreement and the email with the self serve registration link. When he goes to the link and inputs his information including his email, it does not appear to recognize the email. It is the email that the service agreement and registration link were sent to. It asks for the email a second time and then responds with ‘I didn’t get that...’ Then it kicks him out of the registration process. We have tried on different web browsers, and this email has never been associated with a koodo self serve account prior to this.Any idea on how we should proceed?Thanks.

Attempting to activate a new prepaid account for a 360 day plan and transferring a number from an existing Rogers Prepaid / PayAsYouGo account, but I get this error and can’t proceedIs there anything I’m doing wrong?  I’m using IMEI number on the transfer screen as opposed to the account number, is that the problem?

Hello, I charged for the easy roam for two days which I never used. The bill says it got turned on for 1min for each day, and it charged me $12 per day. Can I get the refund of this? 

Hello again @Koodo So I upgraded to a refurbished iPhone 11 and I was promised $16.95 (after tax) credit for 15 monthsThe order confirmation email also clearly indicates $16.95 credit for 15 months after tax.However, the credit applied in bill history is $16 (after tax). The above row is repeated 15 times.I don’t think I need to wait for my for my next bill in order to correct this. With my few days of experience from reading other posts about incorrect bill credit I c

Hi, I received my first cell phone ever for Christmas. I have never had a plan or a phone number before.I'm trying to get a monthly plan with Koodo, but it's asking me for a phone number in order to continue. I'm stuck , help. 

 I signed up for the $65 50gb black Friday deal ($45 for 24 months). A couple of days ago, I got the invoice for Dec (partial) and January and I see no bill credits there. the first is the deal I signed up for and the other images show the bills (without the credit)I did port my old number once I received the sim card. that’s why you see two different numbers.     

When I try to transfer my phone number from Fizz to my new phone with fido there is an error message. I fill my name, IMEI and old number with no issue, but I get a message saying my account number is incorrect (it is correct). What can I do?

Hi,I tried to enable wi-fi calling on my Pixel 6 Pro but however many times  I try it just says “Please contact your provider to enable wi-fi calling”I checked that my account for the phone already has the add on enabled:  Koodo VoLTE Access Also, I tried to go directly to: https://ent.telus.com/acmegw-android/entitlement/e911  to enter emergency info that’s required for wifi calling.. but that doesn’t work either as it does nothing on submitting my contact info.Please let me know how I can resolve this problem.

Hello, I signed up during the Black Friday promo $30/20GB but my first and second bill shows the incorrect credit being apply. Below is an example of my latest bill, where the bill credit shows $4.42 and not $5 

can you phone a canadian cell phone number that is in the United States without any long distance on an unlimited Canada Wide calling ? The person I am calling has unlimited Us/Canada min.

I have been a customer with Koodo since 12 years and currently with Data issues, they are not able to give me the service. I asked if loyalty department can give me the similar package I seek and the lady (loyalty department staff) I spoke with started getting defensive. I told the lady I am thankful to the person who was helping me (tech team). Unfortunately, after 12 years of staying with Koodo, I am moving to Freedom as they are able to give better service. I tried my best to stay loyal with Koodo, but some staff just makes no effort to help you and unfortunately this loyalty department staff that I just spoke with now just gave me the feeling to just say good bye to Koodo and leave Koodo on a bad note.  

Hello. I bought a phone yesterday that turned out to be an American version. I inserted my sim and calling and data work fine, but I'm worried about roaming fees since the phone is not a Canadai variant. Does anyone know if I will be charged for using a Koodo sim card on it?

Hi there,I am trying to pay my Moblie bill (Koodo Moblie) with my CC (capital one gold Mastercard) . Is this acceptable? I have also matched both addresses on files and can confirm they are the same.  I have also went into the store to try and pay there but unfortunately they are coming across the same error message. Please help! Bill due on 9th 

How do refunds work after cancellation?  I cancelled back in mid December and my final bill was generated with a negative balance.  Thought they would just put the money back on my credit card but so far nothing. thanks

I would like to upgrade my phone.When I log into my account, there's one offer available that I can earn a $254.25 bill credit for 15months when I upgrade to select phones.If I upgrade to new phone, I have to change the plan over $60 as well.  Currently, there's plan offer too. It is available to new activations or phone upgrades with the tab for existing customers. (Up to $254 in bill credits over 15 months. How nice is that?! When I checked after adding the phone and plan to the cart, the total amount of the tab and plan amount to be paid every month is displayed, and only the amount that credits are given only when upgrading the phone is specified at the bottom. The curious thing is that there are two offers, but I don't know why it says that only one gives credit. Nowhere does it say that i can't use both offers, but I'd like to check if I can get a bill credit for the plan.I appreciate it if you could answer to my question asap.

I am an international student and would like to get a new SIM, currently looking that the online only starter plan of $15/month. Would it be possible to make payments for this at a local store?I have not set up a bank account yet, since I assume I will have to put in my phone number as contact details (which I don’t have), so I cannot make payments online.I have my own device too so all I’ll need is the SIM.