Plans & Add-ons

Hello, Im currently a prepaid customer who has travelled internationally for vacation.  I wanted to buy the Easy Roam® International add on but i cant since i’m prepaid. So i attempted to move to a post paid plan through the self serve migration tool but i keep on getting the same error, even after trying throughout the day.  Lastly, my phone doesnt support eSim, so i cant move to Telus as a quick fix. Any help is appreciated! 

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

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.

I arrived in Germany yesterday and assumed I could only access Easy roam with $18 a day. I was getting advertisements for eSIM and other services and thought I would double check with Koodo. I just checked now and I purchased the 14 day Europe pass and got the same confusing email about data, nothing about my pass. It said it activated when I landed in Germany, but I am already here and learned about it after landing. I would rather use my own phone company so went for that option. However, if it doesn’t activate does that mean I will be charged for 14 day package and the daily roaming fee? I don’t want to get hit with all the extra charges for daily roaming if my 14 day pass doesn’t activate. I tried turning my data on and off and airplane mode etc. but I still haven’t got a text which said that the plan has activated. I read through all of the other questions related to this issue and didn’t find an answer. my situation is different from the other questions as I am already in Germany

Hello! Wondering if someone can help i bought the bundle amazon netflix and disney and while the others were easy to activate whenever i click on active my amazon prime nothing happens. And doest seem like i can speak to a person and the robot does not recognize my questions can someone help? I dont want to give up and cancel all lol thank u very much

I purchased a 14 day travel pass for Europe on June 1st in anticipation of my trip to Greece....I got the confirmation email and assumed everything was good.… When I landed in Athens, I got warnings about roaming charges....I went into my self serve and activated the travel pass again and the warnings stopped.… on my bill i accumulated 80$ of roaming charges on top of my travel pass....I asked koodo to review the charge but they said it was because I connected to a satellite and so the charges were valid and would remain.... I think the issue is the travel pass not added to my account or not activating properly....I did not check my self serve account to verify the travel pass was added...I assumed that since I had the confirmation email everything was good..… anyway Koodo is not owning up to 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

Does the Data Block with Picture Messaging add‑on have any cost when I switch it on or off during the month?

I already have the Unlimited Long Distance Pack (27 countries) on my account, but every time I make an international call I get a recording saying international long distance is not activated and that I need to call *611. Could you please check whether the Pay Per Use International Long Distance feature is provisioned on my line? It looks like that add-on is missing on the backend.

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!

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 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?

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