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Got an email "Cancelled service and your next bill" when I never cancelled

  • September 24, 2026
  • 7 replies
  • 82 views

I am currently travelling and literally bought a prepaid plan a few days ago so I can receive SMS abroad. I haven’t even ported my number over.

Just now I got an email with subject: Cancelled service and your next bill

The email says:

We’re sorry to see you go.

You recently scheduled to cancel your wireless service on September 24, 2026, for the following phone number(s)

 

 

The thing is I NEVER tried to cancel it in any way. 

At the bottom I see Are you sure you’re ready to cancel? If you change your mind about this, schedule a convenient time for a rep to personally contact you at koodo.com/chat

 

The chat is useless for my situation, and I literally can’t get a callback as I am with Public Mobile (which can’t even receive SMS abroad, hence I’m trying to transfer to Koodo). 

Can someone please help me get in touch with a rep that isn’t a callback? I literally just need to stop this completely uncalled for scheduled cancellation.

Best answer by Koodo

Hi ​@mautacus, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

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7 replies

Mayumi
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  • Mayumi
  • Mobile Master
  • September 24, 2026

Since you're out side of Canada, contact them through social media.  Let them know you didn't initiate the cancel the service.  It also concerns if someone accessing your account.

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    • Dennis
    • Mobile Master
    • September 24, 2026

    If you got a prepaid plan then this doesn’t make sense.

    Koodo prepaid also doesn’t work abroad (only workings in the US for travel).

    Also the the way to cancel your prepaid account is to not renew your base plan and it auto cancels in 90 days.  So there wouldnt be this kind of email.  Are you sure this is an authentic email?

    Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
      • mautacus
      • Author
      • Beginner
      • September 24, 2026

      ​@Mayumi contact them through social media….as in instagram or something? 

      ​@Dennis based on my research I can receive texts abroad with Koodo. I mainly need it for 2FA verification. as for the email, it’s from koodoservice@mail.koodomobile.com.

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      • Dennis
      • Mobile Master
      • September 24, 2026

      Are you on a post paid plan?  Only Koodo postpaid plans have service outside the US and Canada

      Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
        Mayumi
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        • Mayumi
        • Mobile Master
        • September 24, 2026

        ​@Mayumi contact them through social media….as in instagram or something? 

        ​@Dennis based on my research I can receive texts abroad with Koodo. I mainly need it for 2FA verification. as for the email, it’s from koodoservice@mail.koodomobile.com.

        Scroll down this page and you will see Facebook or X. Send them a message through it

          • mautacus
          • Author
          • Beginner
          • September 24, 2026

          ​@Dennis you’re right, I stand corrected. It’s a post-paid account, got mixed up in my head. 

          So yes, it’s post-paid (monthly) plan, and I got the cancellation email out of nowhere. 

          Koodo
          Forum|alt.badge.img+4
          • Koodo
          • Official Rep
          • Answer
          • September 24, 2026

          Hi ​@mautacus, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!

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