Europe Easy Roam 14 Day Pass question (re: activation)

Hi,

It sounds little strange. Can you provide more context of your case? Which plan are you on as of now?

the roaming package only starts when you landed on foreign soil (not when you are still residing in Canada though). 

​@audrin 

We have looked into it and we can see the travel pass will drop on May 28 (after 30 days from the moment it is added on the account), so you have time until then to use the 14 days.

As Dinh mentioned, the 14 days start being counted down from the moment you start using the services in one of the countries covered by the travel pass.

The reason why the price of the add-on in self serve shows $0 is because this add on is not charged if you don’t use the travel pass. For example, in case you add the travel pass in self serve before traveling abroad and later you cancel the trip, you won’t get charged for the Travel pass. This will drop at the end of the 30 days or you can remove it in self serve and no charge will apply for it.

When it comes to the text you received regarding the data purchase, this seems to be a glitch, as we don’t see any data purchased and no extra charges for it, so you can ignore that one. We have forwarded this to the support team for investigation.

Let us know if you have further questions!

​@audrin 

Can you please share a screenshot of the text message/email that you received regarding the data purchase? (Please hide any personal information)

Hello Flo,

Here is a screenshot of the text. Thanks for all your help in looking into this for me :) And you as well Dinh!

Here is a screenshot of the email. This one initially sounded confusing, but I was happy to see that Add-on box at the bottom

Thank you for the screenshots ​@audrin, we’ve forwarded them to our team!

I’d like to jump in on this thread because I just ran into the same thing with adding a 30 day European travel pass. I bought my travel pass today (Apr 30th) and travel this Monday (May 4th) so my roaming will start when I land May 5th. Am I still good to go with this travel pass even though my billing cycle ends on May5th??? I don’t want to end up with a massive roaming bill when I’m expecting to pay $60.

Hi ​@Okanagan Traveller, your pass is not tied to your bill cycle and will not expire until June 14. You can find all the information on how the Travel Passes work here. 

Thank you for the SMS screenshot, we’ve forwarded it to our team as well. 

Ok thank you for the response and confirmation it's not tied to ones billing cycle and I'll be covered by it for my 21 days of travel.

I found the wording on the text message to be a little confusing. Perhaps in the future it could state simply that you've added the travel pass and when it expires etc

Am I correct that this works exactly the same for Asia Travel Passes, and Travel Passes can be added for any postpaid line?  TIA.  

Yes that is correct ​@RayinVan

It works exactly the same for all travel passes including the Asia travel pass. Travel passes work for any post paid lines. 

I agree with Okanagan Traveller. The text message threw me off the most and hopefully can be reworded to save others the confusion. It also arrived first. The email was not as bad, but only because of the box at the bottom.

Thanks to everyone in the thread for their help and advice. Your replies will be a great service to future travel pass buyers! Have a lovely Spring wherever you all are in Canada :)

Thank you, Dennis.  I appreciate it. 

I just think I bought the 14 day Europe travel pass however I only  received the strange message about data, as described above by others. I did not however receive any emails from Kodoo to confirm the transaction.   How do I know if I actually have the travel pass?

Just to confirm,  Have you received any email confirmation from Koodo? Can you check junk/spam to see anything was accidental sent there?

When you login to your self serve and go to your Plans and Add-ons page, do you see the travel pass add-on added to your account?

Of not, try adding the travel pass by texting  the code

https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes?srsltid=AfmBOorg1bTKcNl-eDJ6UZ0KLlkfViC5OYx_dSxGN8ID07r0mwPB0Aa4

No there is nothing in my junk folder.

The pass doesn't show up in my add-ons either.

​@Chr 

We have looked into it and we can see the Travel pass wasn’t added, as there is an error that we see, which we have forwarded to the support team.

We can add it from our end if you would like please let us know. Alternatively, if you wish to add the travel pass by sending the shortcode,  using the steps here https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes. 

Please let us know!

I went to the local Kodoo store to sort this out. The europe pass was not set up properly. So with the help of Kodoo support person it was rectified.  

Another question I have is whether you can hotspot while using a travel pass.  TIA. 

There are no specific hotspot restrictions. You have the usage of your plan as normal except for any restrictions on specific numbers that are extra charge to call. 

I am having the same problem in Geneva and Paris. Half my time is gone and they say at Koodo it is added and working! My daughter and son-in-law have the same…and agree mine is not working. What to do?

Hi ​@Kiddo 

We have looked into it and we can confirrm the Travel Pass is active on the line ending in *58 since April 29.

Is this the line that you are referring to? If so, is just the data not working or the phone cannot connect to the network at all?

Hi, I believe I am having the same issue with a 30 day Europe pass in the Netherlands. I activated the pass the day before leaving, but do not see it in my add-ons and received a text message regarding the daily roaming plan upon arrival (“Koodo: Welcome to Netherlands! You have Easy Roam with a daily charge of $18. You'll only be charged on days you access your Canadian plan's data, send a text, make or answer a call, or check voicemail. Easy Roam will be valid until 11:59pm local time in the destination where you are travelling…”). 
What is the fastest way to resolve this, and how can I prevent incurring the $18 roaming charge for today?

Hi ​@EleanorR, we can see you were able to add the Travel Pass today so you should be good to go for the trip. 

We can also see you attempted to add it on May 5th as well and the activation didn’t go through. If you’re seeing any individual Easy Roam charges before the Pass was added once your next bill is issued, please let us know here and we can look into the charges for you then.