Plans & Add-ons

I just added a 14-day Europe travel pass to my account. There was confirmation page said “You’re all done”. However,  the pass does not show on my list of add-ons.  In the meantime, Koodo sends me a text “ Nice. You have purchased more data to be used until the end of your bill cycle, which ends at 11:59pm on 2026-08-01-04:00.  Your data is not longer paused”.  It is not what I’ve bought. Checked with the online chatbot and it is totally suck! It cannot get my question, and no option to contact with a REAL customer service! I don’t know if the travel pass has been added and no idea if I can use it tomorrow when i landed the airport of Switzerland. What a horrible shopping experience! What further made me mad when I check this community is that seems it is already a common problem. Lot of customers has been affected before. Why Koodoo still selling this shit product to customer? Who can help me to solve the problem? Will change the service provider once I come back to Canada!

I am travelling in Mexico… have the airplane mode on, using my wifi at home, celular data off, roming data off and I keep getting text from Koodo that roaming started runjing for my ohone number and I will be charged unless I have a plan or pass. This is everyvtume I travel and I am gettingvtired of this. Customer service is impossible to contact. Help plase!

I have two lines and I am unable to add free perk (rollover) to either of them. I tried different browsers, clearing cache etc. 

Hello,I subscribed to Stream+ for a while and it also came with CBC Gem Premium and ICI TOU.TV Extra as free add-ons.I recently cancelled my Stream+ membership, but I noticed that my CBC Gem Premium and ICI TOU.TV Extra subscriptions were still active at no cost.  However, I haven't been able to find any way to link my existing accounts with these services to my Koodo account - at least since my Stream+ membership ended.Although ICI TOU.TV provides a link to Koodo for subscribers to complete the process, it takes me to the checkout page but when I go through the steps it takes me to a page saying “Thanks for your interest! To subscribe to Encontinu+ or Illico+: You'll need to have a mobility or internet plan first. To subscribe to YouTube Premium: You'll need to buy it with Stream+.” and nothing changes on the ICI TOU.TV side.Is this a glitch, or is it just that I'm no longer eligible for CBC Gem Premium and ICI TOU.TV Extra since I'm no longer a Stream+ subscriber?Thanks in advance.

I just activated my rooming can you check if it is working?

I just joined stream+  today and had no problems activating the Premium versions for Netflix, Disney & Amazon, however I never received an activation email from Telus for their Film option.  When I go back to the KOODO self service section, it says Stream+ is active but won’t allow me access to select the Telus option.  it takes me to a downgrading page instead to choose another plan. Suggestions? 

There's an offer for $35 (incl $10 discount, making the total $25) unlimited text and calls in Canada plus 15GB data. I'm wondering if it applies to present prepaid customers or whether I can pass it along to a friend.

I am being charged $5/mo for a “3G Usage Price Increase” even though my phone supports and uses 4G. The only thing that might explain this is on koodoo's support page where it reads “your data connection uses LTE while calls fall back to the legacy 3G network” [1]. But my phone (a OnePlus Five) has VoLTE enabled and the Koodo SIM status reads “LTE” under “Mobile voice network type” and “Mobile data network type”.As far as I can tell, I am using a “4G LTE” device, right?So according to Koodo:“After you switch to a 4G LTE/5G device, you'll no longer see this amount on your monthly payment starting on your following renewal.”I should not be billed $5/mo. Right?What am I missing here? Is there a legitimate reason for this? Because this just comes across like a grift by Koodo to get me to buy a new phone from them. I’m asking this here because I can’t find a find a phone number or email address where I can get in touch with their customer support. [1] https://www.koodomobile.com/en/help/exp

I had a question in regards to adding an Apple Watch plan to my account. With the new CRTC activation fee bans that recently came into effect, is Koodo still allowed to charge their $70 activation fee? I want to add my watch to my plan, but that fee is absolutely nuts. 

I want to change my free perk to the 3 Day International Roaming perk but unable to change it.  I keep trying the self serve for multiple days and keep getting error message saying I can’t.  This is extremely frustrating!  Can you please help me to change it?

As stated in the title, no 5G connection on my A52 5G, despite changing plan over a week ago and receiving confirmation.Tried the basics like restarting the phone, resetting network connections and also reconnecting to the Koodo network.Could it be a sim issue? How do I know if my sim card is compatible with 5G?The area has better 5G coverage than 4G, but as mentioned i haven’t been able to get 5G anywhere.Thanks

I was happy to discover the 30 day European Travel Pass that I intended to use for an upcoming trip to Europe.  When getting more details, I noticed that it says it must be used 2026-09-08.  Considering that I am only leaving for Europe on September 10, does it mean that it may not be an available option for me to use?  Need to figure this out sooner rather than later as I may have to get an e-sim from elsewhere if that is the case.Thanks for your help in sorting this out.

I’ve tried choosing multiple perks and it always goes back to “No perks selected.”Please add Rollover Data manually to my line.My plan was silently bumped up by $5 after choosing to keep my existing plan when getting a new phone.The line ends in 75.

Hi there,I am unable to make long distance calls from my line ending in x-8240. I know that I need to add the “Pay Per Use” long distance add-on even though I have the unlimited long distance perk, but I do not have the option to select the “Pay Per Use” add-on in my self- serve area.Some help with be appreciated. Thank you! 

I need a price for two phones to use data and cell service in USA and canada 

I have 2 cell phones on my account. I just changed one to the new plan of 5G 100GB Canada-US for $55 per month ($45 with bank withdrawal). I want to change the second cell phone to the same plan but it is not there. Can someone help me? 

Hello Koodo Support,I'm trying to select my free perk, but I keep getting an error.Screenshots:https://prnt.sc/iIMuAGlvYQPU https://prnt.sc/FVu61UO982maThe error message says:"It looks like you can't choose a Perk right now. Please try again in an hour. If you still experience problems next time, please go to koodo.com/chat."I have already tried again, but the same error keeps appearing.I also recorded a short video showing the issue:https://www.screenpresso.com/cloud/fAyqAgUalSG7/Could you please help me resolve this problem?Thank you!

Hi,I’m supposed to have the 10Gb data bonus for my perk but it don’t seems to work and my account says that I no longer have data available but the cap is only 1Gb. Is that normal? thanks

I signed up for koodo prepaid for 55GB data for $35, It was mentioned If I have opted for automatic payment  the 55gb will go upto 80 gb data. First month it was fixed by an associate after a long wait on call. Now the automatic payment went through for this month and again its 55GB. What is happening? Should I move to other provider?

I am currently on an active 360 day $149 plan.  I have sufficient funds in the account to renew this plan.  I see on the website, that this plan is no longer available, and there is only a $159 plan that is not available to existing customers.What happens when my $149 plan ends?  Will it automatically renew, at $149 and use the funds I have in the account?  If so, can you please specify where I can find this in writing?Also, when I login to the account, there are no buttons or actions where you can renew, or select what type of renewal you want.  Am I missing something, or will it just automatically renew the same $149 plan that no longer exists on the website.  Again, if you could please specify where I can find this info in writing.Thanks

I can’t find where you order OneNumber in my self serve

Its getting really annoying how difficult it is to change a perk.  Please help as nobody yet has still changed my perk.  Its to a point where changing service providers is the answer.

Hi,A few questions here. I am going to travel to Asia for 42 days,  is Global Easy Roam 30 Day Pass suitable? and for the remaining 12days, can i add another 14 day pass when i am in Asia?My purpose is to receive a few calls from Canada, do i actually need to buy the pass or there are cheaper solution?Without the easy roam, am i able to receive sms/ voice mail? (i am post paid)ThanksN

I have 2 lines on my Phone. The primary which receives hundreds of spoofed calls, and the secondary number ( esim2 ). I have a free cellular phone hanging around. I would like to move the secondary esim2 number over to my android phone.Is this possible? What steps are involved?Are there any changes in costs moving ahead with said idea should it be possible?Thank you.

So is this plan still available? The website is definitely giving me a hard time. I was able to do the whole check-out procedure… but nothing happened to my account… nothing charged to my card?