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Question

360 days plan unavailable in selfserve for returning customer?

  • January 17, 2026
  • 9 replies
  • 124 views
H
No 360 days plan in sight

I would like to get the 360 days, 150$ prepaid plan, but it looks like I can’t get it BECAUSE I already am a Koodo prepaid customer. 

The only place I can find the 360 days plans is on the koodo website. When I click “activate”, it asks to create a new prepaid account. If I enter my current account’s email, it tells me to go in my selfserve account to make changes to my plan. However, there aren’t any 360 days plans available in the base plan options in my selfserve account.

What’s up with that?
Is this only to lure-in new money and loyal customers can’t get it? 
Do I absolutely have to create a new account to get this plan? 

9 replies

Sophia
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  • Sophia
  • Mobile Master
  • January 17, 2026

I think you should be able to switch to a yearly plan. I could be wrong, but if you can’t change it in self serve, you can use the prepaid chat to have a rep assist you. Just click Help underneath, and then select the option for prepaid chat. 

    H
    • HD42
    • Author
    • Rockstar
    • January 17, 2026

    Sadly, I tried that. The chatbot is useless. 
    I am now waiting on the facebook chat...

     

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • January 17, 2026

    ​@HD42 

    Just do double, check do you see the option for this plan in self serve presented as a montly option  ($150/12)?

    H
    • HD42
    • Author
    • Rockstar
    • January 17, 2026

    I checked every option, prepaid, postpaid and it is not there, not as a one time 150$ bill (which it is supposed to be) and neither as a 12.50$ per month. The cheapest option available, beside what I already have, is 20$/month with less services.

    Flo Koodo
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    • Flo Koodo
    • Official Rep
    • January 17, 2026

    In this case, you should still be able to request a call back with the virtual assist, so a rep from the Prepaid team can further look into it.

    L
    • LNAM
    • Member
    • January 17, 2026

    Through out my exchanges with Koodo human assistant and many people one woman mentioned that I needed to have a different email address from the one I use for my monthly plan (post paid).  So to set up a prepaid 360 days plan I had to set up a second email address. To log into either the prepaid account or the monthly account the accounts need to be signed out. If not the account that was last signed into that email address will appear and you can’t sign into the other account. I hope this makes sense and helps. 

    Dinh
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    • Dinh
    • Mobile Master
    • January 17, 2026

    Through out my exchanges with Koodo human assistant and many people one woman mentioned that I needed to have a different email address from the one I use for my monthly plan (post paid).  So to set up a prepaid 360 days plan I had to set up a second email address. To log into either the prepaid account or the monthly account the accounts need to be signed out. If not the account that was last signed into that email address will appear and you can’t sign into the other account. I hope this makes sense and helps. 

    Eh, so are you currently a postpaid customer? If so, you can’t simply log in prepaid service with a postpaid credential. Prepaid and postpaid are 2 separate systems.

    If you want to move from postpaid to prepaid, firstly you have to activate a prepaid account first. Koodo will give you a temporary prepaid number, After that you will have to move your existing number from postpaid to prepaid.

    A Koodo customer, opinions are my own.
    H
    • HD42
    • Author
    • Rockstar
    • January 18, 2026

    Through out my exchanges with Koodo human assistant and many people one woman mentioned that I needed to have a different email address from the one I use for my monthly plan (post paid).  So to set up a prepaid 360 days plan I had to set up a second email address. To log into either the prepaid account or the monthly account the accounts need to be signed out. If not the account that was last signed into that email address will appear and you can’t sign into the other account. I hope this makes sense and helps. 

    I am already a prepaid customer, not postpaid.

    Sophia
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    • Sophia
    • Mobile Master
    • January 18, 2026

    Your words are a little confusing then, ​@HD42 because you mentioned you already have a postpaid login,.. that can only be the case if you have a postpaid plan. Can you please post a screenshot of your current plan from self serve - masking all your personal information of course?

    Edit: apologies, you did just that in your first post (I missed it). In that case, the rep is the one who sounds confused :) Perhaps you can just try again, and hopefully you’ll get one that understands better what you want? 

    Sorry about all this run around, I know from experience that it’s not funny when that happens!

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