Prepaid

Hi, I lost my physical prepaid SIM card while travelling outside of Canada, and I won’t be back in Canada until near the end of July. I did some searching and found this https://www.koodomobile.com/en/help/koodo-sim-supportSo I decided to get a new e-SIM card and change the SIM number on my profile. After going through the process (scanning QR code, etc.) and waiting for the activation, I found that the ICCID shown on my phone matched the SIM number on my profile, even without me manually modifying/changing it. I don’t remember my old SIM number tho  - can’t confirm whether it has been changed or not. Then I got a notification saying that the activation cannot be completed, and I need to reach out to the provider. Trying to use the Koodo Assist, but can’t schedule a call back as they can’t do long-distance….Is there a way that I can reach a rep to confirm my SIM number has been changed and to activate my new eSIM? Or is there a restriction on where to activate eSIM - like I have to be

I needed to login to get my billing history for my mortgage and the teller asked me lot of security questions and without telling  me transferred me to in related departments and they transferred me to my prepaid again asked me same questions and told me we can not do it. They just pretended helping while eating my time. I couldn’t provide that document for my mortgage and yet can not login . So unprofessional 

I am requesting a refund for my $100 Annual Prepaid Plan.I recently ported my number from Rogers to Koodo and activated the $100 Annual Prepaid plan. After activation, I was waiting to receive a verification text message, but it never arrived.I notice Koodo Prepaid does only  support roaming in CANADA /US Since I am currently outside of Canada. my phone has only shown "Limited service" and "Out of service." I have been completely unable to use the service for calls, text messages, or data. ….no callback request didn’t work Unfortunately, I was not aware of this limitation before purchasing the plan. Because I have not been able to use the service at all please email me please **edited by moderator to remove personal information

Hi all,Hoping someone can point me in the right direction because I've hit a wall.I purchased a Koodo prepaid plan in store on Saturday. The retail location didn't set it up correctly — I can receive calls, but I can't make any outgoing calls.When I looked for a way to fix this, I found that all prepaid support goes through Koodo Assist. Koodo Assist requires me to log in through a Self Serve account. So I tried creating one — but every time I get to the step where I set a password, the page tells me it's "expired." I've tried:Clearing my cache Incognito/private browsing Disabling my VPN Using a completely different browserSame result every time.So I'm caught in a loop: I can't get customer service without a Self Serve account, and I can't create a Self Serve account because of this password page error — and there's no other way to reach a live agent for prepaid issues.Has anyone dealt with this specific "page expired" error when setting a password? Or does anyone know another way to a

I was renewing my annual prepaid plan for the kids and it directly me from telus to koodo because telus will not be doing prepaid after July 1?  There was a bonus/promo code that would then change the $100 annual plan from 400min/400texts to unlimited min and texts for the 1 year. I went through the activation with a purchased physical sim.  But the plan is showing as 400/400 not unlimited. There is a section to add the promo code in the account, the promo code I took a screen capture of is also invalid. Contacting a human or getting anything across the ai is pointless so far. Can a help rep fix this issue and apply the unlimited min/text promo to my plan? phone number ends in 4727

Not getting incoming and outgoing calls

I got a new Koodo prepaid number but I have a Fongo phone to port to Koodo. Now it’s in the middle of the process and it got rejected now I am not getting calls nor any messages, I received a message from Fongo saying the porting got rejected. Need help please. 

it said invalid code…..   

I just activated a prepaid plan for my Son to use, I could login when I activated the phone. When I went to log in to top up I got USER LOCKED because I got the password wrong. I tried resetting the password AND waiting 24hrs, and Called a koodo rep, yet they can not undo the USER LOCKED, Has anyone managed to fix this issue?? I only had it a month and I'm frustrated I cant login. koodo says to wait but I have over 24 hrs. Am I locked out forever? All they say is dial *611 to top up. Ok, but I want my self serve to work and I cant get it going. I've cleared data, tried a laptop, tried different browsers yet I still cant log in. Koodo Needs to get this FIXED, so Users can relog in.

Hello I am with Public Mobile and they will not support my phone next March with the 3G shutdown.I would LIKE to buy Koodo’s 360 plan for $149 with 30GB data.HOW DO I KNOW MY PHONE WILL WORK NEXT MARCH, 2027, ON KOODO’S NETWORK IF I BUY SERVICE TODAY.It IS a Canadian Samsung Model  SM-A705W.Can someone help?  I also hope to check VM from the USA with another USA phone number...I believe that should work…?Sasha

Hello, I recently availed prepaid Koodo during my trip in Canada last May 19, 2026. However, upon returning to Philippines, there’s no network or no signal for my phone. I have tried restarting my phone and inserting and re-inserting my sim card but still doesn’t work.  I have no self serve account since I did not register while I was on my trip thinking my prepaid plan will be deactivated after a month since I availed only 1 month of service.  I’m also unable to create an account since it’s prompting an OTP but I have no signal!! 

Hi AllI was in a few prepaid self serve accounts today and noticed the below banner up on the main screen indicating bonus data for $25+ plans.  I tried to redeem the indicated code but it said invalid code.  It doesn’t look like a code but a placeholder for where a actual code would go.  Wondering if the website isn’t showing this properly of if it’s a mistake?  Anyone shed some light or perhaps pass this along so those internally can fix? TIA  

I am a Senior and my only phone is my Koodo Prepaid phone. I missed my Auto Pay payment and woke up to Account Suspended and a message  to Reactivate and add funds which I did and the payment for my plan shows under payments on my online account info. I waited a half hour and tried to call out and of course got the phone 611 message.  I restarted my phone too awhile later and waited 3 hours to try again and no luck. When I logged into my account it still says Suspended and Need to Reactivate but now a balance of the money needed for my 25 dollar plan. I click to reactivate and use that balance and once again the Success Message you have reactivated comes up and the warning to wait awhile before it shows.  No luck with service once again. The payment has cleared my bank and it shows as paying for the 25 plan plus tax to Koodo. I log back in to my account and it is still needing reactivation and the 25 dollar balance is showing in my balance again.  I get nowhere with the Chat Assist. I

Hey, I need an account issue resolved immediately. Your website will not allow me to log in with the password I provided. When I try and reset my password, errors occur no matter the password I try to replace it with. I can't use your Koodo Assist because I can't sign in in the first place. This experience has been beyond frustrating and I am now actively encouraging anyone that is signing up for phone plans around me from signing with Koodo. 

Dear Customer Support Team,I am writing to report an urgent issue regarding my recent number transfer from Rogers to Koodo Mobile.I purchased and fully paid for a yearly plan in advance and opted for an eSIM. However, while attempting to activate the eSIM, I am receiving an error stating that the QR code has expired. Unfortunately, I am unable to generate a new QR code.This situation has left me completely disconnected:My previous network is no longer active The eSIM is not installed on my new device I am unable to receive OTPs or calls on my number (+****89) I cannot access customer support via phone due to lack of serviceThis is extremely urgent, as I require my number to be active immediately.Account Details:Account Number: *****30Phone Number: +****89I request you to:Immediately issue a new eSIM QR code, OR Provide an alternative way to activate my eSIM without requiring OTP access to the inactive numberPlease treat this matter as HIGH PRIORITY and resolve it at the earliest possib

Broke my back in Canada in February was repatriated back to the UK couldn’t cancel automatic top ups or get in contact with a rep so removed my transfer details and assumed that was how to stop it fast forward two months and I’m still having monthly debits coming from my account however they’re not showing up on the Koodo account and I’m suspended not sure what to do or who to contact I’m waiting on tax return before I withdraw the rest of my money and shut the account. Any suggestions of what I should do or who to contact?

Hello, a few days ago before the end of my first month cycle with Koodo prepaid, I had callback agent help me set up to change to the 360 day plan at the end of my current cycle which is today Feb 12.I just logged into self serve and it says my account is suspended. My available funds is $0 but I thought it would automatically charge my credit card on file since I have automatic top-ups enabled. I assume I need to manually add the funds and my account would return to active/un-suspended? I just don't want to be double charged in case maybe there's a delay in the automatic charge?

There is no “Contact Us” link on the *Prepaid* Refer-A-Friend web page.However, I found a “Contact Us” link on the *Monthly Paid* Refer-A-Friend web page.  When I make an inquiry, I got a respond email (with a case #) asking for details in 2 work days.  However, after I replied with my prepaid referrer and referee details, I have not hear back ever since.  It’s been 4 work days.Would I be better to ask for a callback to discuss the matter?    

Does incoming texts count against the 400 texts in the $100/360day prepaid plan?

As a monthly user, for the past 3 years I have upgraded my phones and Koodo also shipped me brand new SIM cards. Currently, I have about 2 unused untouched SIM cards with me. my question is Can I give one SIM card to my brother to register prepaid plan? 

What are the amounts available for top up vouchers? I only knew about the $10 vouchers. Thanks in advance to all who pitched in an answer.  To further provide some context.  My upcoming billing date is Nov 8 but I want to switch from monthly prepaid to a 360-day prepaid plan ($149+tax).    Perhaps adding ($50 x3) + ($10 x2) = $170 to my account in due time. 

I have the monthly pre-paid plan (currently $18 / month) and a ZTE Cymbal2 flip-top phone. When sending SMS text messages,   sometimes a pair of numbers pops up on the phone,    and the first of the pair starts counting down towards zero as I type,   which I assume is some kind of limit on how much or how many characters or messages I am currently allowed to send. What limits are there for sending SMS text for this plan and are these numbers somehow indicating that I am nearing one or other of these limits? Cheers,     John Lumby

I’m currently a Speakout Mobile user, but planning to migrate to Koodo prepaid 360-day plan, $100, just talk and text, no data. My phone is a Umidigi A11, and it supports the bands used by Koodo/Telus, as well as 4G VoLTE.  When I do the Koodo/Telus IMEI test, it says that my phone is not compatible. However, if I insert my partner’s Koodo post-paid SIM, it works just fine, and I can talk and text, and I get 4G VoLTE indicators at the top of my screen. So, the Koodo/Telus IMEI test isn’t quite right, and that could be because Telus has never evaluated my phone make and model. So, are the phone compatibility requirements different for post-paid and prepaid? There is nothing on the Koodo or Telus web site to suggest that. I know that my phone works with Koodo post-paid, so if the compatibility requirements are the same, then my phone should work with Koodo prepaid, even though it fails the IMEI test. 

Hello, My elderly father currently uses Speakout wireless, however it sounds like they are getting rid of the 3G network. He currently uses a flip phone with 3G technology.I’m guessing he would have to upgrade to Koodo’s ZTE Cymbal 2 for 4G? He prefers using a flip phone.He currently pays around $100 a year with Speakout so we are considering the $100/360 day Koodo plan.Questions: If he runs out of 400 minutes before the year is finished, does he have to spend another $100 or can he purchase top up amounts of $25, $50 etc?Thank you for your help!

I have the $250 LTP Base Prepaid Plan - 12GB Data - 3G - for 360 days.  I paid $250 + HST up front for unlimited voice and text and 12GB data at 3G speed for 360 days. The current billing cycle for me is 18 Jul 2024 to 13 Jul 2025. I have automatic top ups enabled. I am worried about my cellphone and data service during the 5 days in between my old and new billing cycles. Will all service be suspended temporarily from 14 Jul 2025 to 18 Jul 2025? Do I have to do anything to my phone like remove and reinsert my SIM card in order to initialize the new service period? Finally,  why won’t Koodo just sell this plan for a 365 day service period with a reasonably increased price?