customer service number

Thank you Dennis. Yes, have logged in before. When I try to get koodo assist, nothing  happens.i click the link and nothing happens. 

I signed up for the EURO travel package over three weeks ago. Payment has not shown up on either bill, which makes me wonder if it will activate when I go to Europe next week.  

I called customer service, got their chat bot link to koodo assist and still nothing happens.  I have sent an email and hope someone gets back to me.

Thank you for your your suggestions.  Deborah 

Hi ​@Medici 

We have looked into it and we can see the Europe Travel pass 14day has been added on your account at the end of March and it will expire on April 28. The fee for travel pass will only incur once you start using the services in one of the included destinations, and from that moment you can use it for 14 consecutive days.

Please note that, after April 28, it will expire regardless, so in case of usage after April 28, the dail  roaming fee will apply unless you add it again via self serve.

What happens when you try to normally login to self serve here?

What error are you getting?

So the link says the 14 day Euro pass expires after 30 days, so by next week, your pass will expire.  You added the pass way too early.

Note that you care only charged once your stop roaming.

https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes?srsltid=AfmBOoq8-M3y-VxVoLbsUf4KeaJMaTvwaZuzMlo9D7F9raTf12EzF1cH

I highly suggest adding the travel pass a day or 2 prior to leaving.

How long will you be in Europe for?

So does this mean if I add another package  just few before I leave (April 20) the old one will not be billed but the new one will? I need 12 days, April 20 to May 2. Thank you. This type of situation should be much clearer on your site.

You need to remove the exisiting travel pass from your self serve account and then re-add it a day or 2 prior to leaving.

Dennis, from April 20 to May 2. Seems I have really messed up as the expiration occurs while I am traveling.  I have asked Flo Koodo above if i can buy a second package before I leave.  Or, even better, cancel the first as it has not been activated yet and buy a new one. I have had trouble with esims in the past which is why I wanted to use a "reliable" system....I appreciate your help. 

Not getting an error message. Just nothing happens when I hit on Koodo Assist. No pop up menu, nothing. 

Self serve and Koodo Assist are 2 different things.

Can you please try to login to your self serve account and check your plans and add-ons?

Link  here

Thanks Dennis. All I seem to have removed is the pay as you go roam service. Sigh. Will try again. It says " use by April 28", not saying it expires on April 28. But FloKoodo says it expires on April 28.

I was trying unsuccessfully to reach Koodo assist to schedule a talk with a service rep. 

I tried to do a self service remove of 14 or 30 day plan but it requires a service rep.

And the koodo assist button does nothing.  Thank you Dennis, for your gelp. I feel so helpless but I appreciate your assistance.  I am 50 km from the koodo kiosque, I may have to drive there to get help! 

Let me flag a rep for you to remove the Euro Travel pass

Thank you Dennis, you are a very sweet person, thank you thank you thank you!

Hello ​@Medici We were able to remove the EU travel pass from your number. You will be able to add the travel pass closer to the desired date. 

You don’t have to add it right now but you can log out of the Self Serve account and log back in to check if you see it there. 

Thank you so much for taking care of this, I am very grateful.  And thank you to Dennis for being available and responsive. 

The reason I think I was unable to contact Koodo assist is that it doesn't work on my phone, but only from my computer.