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Need help closing account outside of Canada.

  • March 20, 2026
  • 3 replies
  • 40 views
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Hi, I have moved home from Canada and want to close my prepaid account before the next monthly cycle starts. I have not however registered for self serve, which I now realise I should have done before leaving Canada. I am trying to register for it now but it needs to send a code to my mobile number but because I am out of Canada my sim doesn't work anymore so therefore can't get this code.

 

Can anyone help me with trying to get this sorted in another way or how I can contact Koodo so I can get my account cancelled. Thank you in advance!

Best answer by Oliver C

No problem! That does make things a bit tricky. If I recall, if you attempt to send it via SMS and it fails a few times it may allow you to choose via email instead, but this may have changed. Might be worth a try.

If that does not work, then you need the help of a rep. Do you have access to any other Canadian number that is not prepaid while you’re out of country? Normally, you can schedule a callback with a rep, but this won’t work with prepaid if you’re outside of Canada or the USA. 

Reps on this platform have limited abilities when it comes to prepaid, so if you don’t have another number then the next steps would be to reach out to one on their social media pages Facebook or X(Twitter). The correct profiles can be found by clicking the logos at the bottom of this page.

3 replies

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  • Oliver C
  • Mobile Master
  • March 20, 2026

Hi there,

To confirm, did you have automatic payments setup on your prepaid? If you did not, then once it suspends after the 30 days have passed, after an additional 90 days the account will just close.

If you did have automatic payment setup, does the system allow you to send the 2FA to an email instead to setup self serve? Once setup, remove the automatic payment and then the above will apply.

Just a guy trying to help out 🙂
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  • Dcorrigan94
  • Author
  • Beginner
  • March 20, 2026

Hi Oliver,

Thanks for the reply, so yes I unfortunately have the automatic payment setup so I need to turn that off.

 

I can't seem to be able to change the 2FA to an email, which would obviously be ideal. I think it needs it to be the phone number, I'll double check again here though but only a Koodo worker could confirm.

 

Thanks for trying to help out 😄

    O
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    • Oliver C
    • Mobile Master
    • Answer
    • March 20, 2026

    No problem! That does make things a bit tricky. If I recall, if you attempt to send it via SMS and it fails a few times it may allow you to choose via email instead, but this may have changed. Might be worth a try.

    If that does not work, then you need the help of a rep. Do you have access to any other Canadian number that is not prepaid while you’re out of country? Normally, you can schedule a callback with a rep, but this won’t work with prepaid if you’re outside of Canada or the USA. 

    Reps on this platform have limited abilities when it comes to prepaid, so if you don’t have another number then the next steps would be to reach out to one on their social media pages Facebook or X(Twitter). The correct profiles can be found by clicking the logos at the bottom of this page.

    Just a guy trying to help out 🙂
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