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Free 25GB data addon drop off after self serve

  • April 1, 2026
  • 5 replies
  • 63 views
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Hello,

I’m hoping someone can help me with an issue regarding my recent plan change.

Yesterday, I switched my plan using the self-serve portal and received the confirmation email titled "You’ve updated your Koodo services." However, the email didn't mention that my free 25GB data add-on would be removed. I only discovered this later when checking my transaction history.

I was entirely unaware that I would lose this add-on during the switch, and I was really relying on that data for an upcoming family trip to the US.

I have tried to reach out via Koodo Expert Messaging but keep encountering a "xavlab.xyz refused to connect" error. I have tested this across multiple browsers (Chrome, MS Edge, Firefox) and in incognito modes. I also sent a message to the Koodo Facebook account but haven't received a reply yet.

Could a representative please look into my account and help me restore the free data add-on?

Thank you very much for your time and assistance!

Best answer by Koodo

Hi there ​@Xom We verified the account and add-on’s, and indeed, certain promotional add-ons are not compatible and will drop after a rate plan change. 

If you want to check available options for data, you can reach out to our team through a private message over Social Media, through the links at the bottom right of this page and a team member will respond as soon as possible. 

5 replies

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  • Robert T
  • Mobile Master
  • April 1, 2026

Plan changes often drop active add-ons like your free 25GB of data because they don’t carry over automatically. You’ll want to log into Self Serve, go to the Add-ons section, and re-add it manually if you are still eligible for the promo. If Koodo Expert Messaging is down, clear your browser cache or try incognito mode. Still stuck? Post more details here so others can help. What plan did you switch to? 

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
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  • Xom
  • Author
  • Beginner
  • April 1, 2026

Thank you for the quick reply!

I checked the “My Add-ons” section as you suggested, but unfortunately, the free 25GB data offer isn't showing up there for me to re-add.

Regarding Koodo Expert Messaging, I’ve tried everything to get it working. I cleared my cache and cookies, used incognito mode, and tried three different browsers (Chrome, Firefox, and Edge). I also tested this across three different devices (my desktop, laptop, and Android phone) and even switched to mobile data to rule out any home internet issues, but I'm still getting the same error.

As for the plan, I switched to is the $40 CAN-US/MEX 80GB data plan via self serve yesterday.

Is there anything else I can do, or someone else I can reach out to, to get the add-on restored? Thanks again for your help!

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  • Robert T
  • Mobile Master
  • April 1, 2026

I can flag a rep to see what he can do, but no guarantee.

Mobile Masters are NOT Koodo employees, we're just friendly customers tryiing to help
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    • Xom
    • Author
    • Beginner
    • April 1, 2026

    That would be fantastic, and you have helped more than you imagined!
    Any help they can provide before my trip would be wonderful.

    Koodo
    Forum|alt.badge.img+4
    • Koodo
    • Official Rep
    • Answer
    • April 1, 2026

    Hi there ​@Xom We verified the account and add-on’s, and indeed, certain promotional add-ons are not compatible and will drop after a rate plan change. 

    If you want to check available options for data, you can reach out to our team through a private message over Social Media, through the links at the bottom right of this page and a team member will respond as soon as possible. 

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