Plans & Add-ons

Trying to change plan but won’t go through due to perk error stating not being able to process at this time.

This is the description of the plan I just switch to.  This would appear that the Caribbean is now included? 

I will be traveling for 6 weeks to Hong Kong, Korea, and maybe Japan to see family.I want to use the 14 day Asia travel pass, how does it work to extend it beyond 14 days?

How come it says I cant download the photo storage app its not available in my country Canada im.payimg for.it I would like to use it 

QUESTION: Are long-distance calls made FROM Canada TO the UNITED STATES included in the Canada-US-Mexico roaming plan?BACKGROUND: I just signed up for this plan with the help of a Koodo agent and when I told them I make phone calls from Canada to the US (and only to the US), the agent instructed me to select the Unlimited Long Distance Pack as my perk.CONCERN: I turned up documents on the Koodo site that suggest you can call/text/data both within and BETWEEN the three countries, which would counter the need for the Unlimited Long Distance Pack and contradict the agent’s advice.BOTTOM LINE: I don’t trust the Koodo documentation, as I have been mis-led before by incorrect information that ha

I have Canada-US-Mexico plan included. If I remove International Data Roaming adds-on, does roaming still work in USA?

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!

I was charged $16 roaming in March 2026 and i never left Canada. Please refund! Thank you :)

Hi I am a new customer.  I am trying to add a free perk of Unlimited international calling pack.  I added it in in self-service, but it never really registered.  I asked the koodo assistant, it just went dead and unable to connect to a rep.  I tried clearing cache, used a different phone, laptop, incognito mode.  I tried nearly 2 weeks now, nothing works.  Can anyone help? Thanks.

I have purchased a galaxy watch 8 and koodo says they dont support it. But you can buy one on your tab 580.00 for your Koodo Plan. So then it is supported ? I am very confused. Spent an hour trying to add it to my plan. And finally the rep said it "may not be supported" to try getting a galaxy watch 6 or 7. And then I read some feeds in community that's saying it doesn't support any LTE. PLEASE HELP

How do i activate international calling? i have the international call package and have looked in the manage add on tab for the option as per the chat bot its there but when I try to make call it says international calling is not enabled , please enable my international calling . i need to contact family back home and cant wait a day for a call back

Hello. New Koodo member here. I seem to be experiencing a common issue where I’m trying to pick my free perk (Rollover Data), get to a confirmation screen, but not receiving any confirmation emails. The “pick your free perk” option continues to show up in my Overview page, which if i try again, gives me the same result, which leads me to think the perk did not add properly. I’ve tried this on repeatedly on multiple days, different browsers and different networks with no success. Would someone be able to help? Thanks!

In February, I added the "Unlimited Long Distance Pack (27 countries)" to my account. This week, I attempted to call a country included in that list but immediately received error code 13B1.I have confirmed the dialing format is correct (011 + country code + area code + local number), as I have successfully used this format with other numbers. I have already tried toggling airplane mode, restarting my phone, and adding an additional free pack, but the error persists.I have been troubleshooting with Koodo representatives for three days. A scheduled callback was attempted, but it came late and I was placed on hold for too long and had to hang up for a meeting.(I might to reschedule this call for after-work hours)

Can you please help me to disable my voice mail

I am attempting to set-up wi-fi calling but am not able. - I have a Galaxy S23 FE on a monthly plan - the “wi-fi calling” toggle is not visible in the settings menu on my phone - the “VoLTE” add-on is not visible in either “My add-ons” or “Add-ons available for you” selections of the Mobile Services menu on the Self Serve page. - entering VoLTE in the search yields no answer.  I am instructed to re-phrase my questions.  I have also tried “wifi calling”, “wi-fi calling”. “wi-fi call”, “wifi call” and continue to get the same non-answer. I someone able to instruct me on what needs to be done to rectify this problem?Thank you!

I'm going to the Cayman Islands soon and my wife and I both have this perk, so trying to establish how to best utilize it without incurring any additional roaming fees. If we land in Cayman islands on Day 1 at 2pm local time and I let my phone roam and my wife leaves hers on airplane mode, when does my 3 days end? Is it 1159pm on day 3 or 2pm on day 4. As in, is it calendar days (So day 1 is always shorter) or 3 consecutive 24 hours periods from first roaming connection? If the former, is it based on local time zone?

What happens if after the 3 days are up if you have a 3 day intl roaming Perk? Are you then paying the pay per use rate? You also can not buy a travel pass? Thanks

I changed my provider to Koodo yesterday and its over 12 hours but looks like everyone trying to call me ends up getting VM or unable to connect error. can you check and make sure my number is active for incoming as well as am able to call them but they are not so..

I will be travelling to the Azores at the end of March 2026, and I wanted to ensure that if I purchase a 14 day Europe travel pass, it covers the Azores Islands?  Can any one confirm this for 2026?

I am having problems with Prime video on my Stream + account.I called Prime customer service, they told me I would have to talk to some one at Koodo about it.This makes no sense, but, is it true?Is there some one I can call about issues with Prime? If so, what is the number?

Hi.  We are travelling to Europe for 33 days starting in mid April. Can we activate the 3 day international free travel perk and then purchase the 30 day international travel pass to get 33 days of coverage? Has anyone done this. I’ve seen both yes and no to this question.  Thanks for your help. 

I'm traveling to Hawaii and I currently have a canada US roaming package  is Hawaii included in this package?

Hello, I was wondering if Puerto Rico and the USVI are considered part of the United States under the Canada-US-Mexico plan, which was offered during black Friday and Boxing Day? Thanks!

With this plan, do you turn data roaming on when you’re in Mexico or the US? 

I have a Samsung A55 5G model and I went on to change from 4G to 5G plan 2 days ago. But Since its showing LTE,  I called customer service and tried all the options. Since non of them were working, changed my sim to an e-sim but it didn't work either.They also checked the area for 5G and confirmed that 5G is very strong where I live.Today I thought of giving another try and called customer service and I received a strange answer from them. They said Koodo still provide 4G and haven't started providing 5G even though it's advertised and sold. I really don't believe that.I think other users can see 5G instead of LTE at the top of the screen along with the increased speed as well.Can anyone help me to solve this issue