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Reactivate monthly prepaid service


Userlevel 1
I've been with the $15 monthly prepaid for only 30 days and now I see "service suspended". How do I get service again? I just chose automatic top up from credit card, and got the success msg, but when I choose overview, it still says service suspended PS A month ago, I already bought the 500 min talk time option (I call it a booster, but is it called a voucher or a topup or service credit too? I'm so frustrated at the terminology in the help & can't decipher what other forum q&a is talking about with seemingly interchangeable usage of words; any help would be appreciated)

9 replies

Userlevel 7
Badge +4
Does your automatic top up amount cover your 30 day base plan. You are required to have an active monthly base plan that is active to use the service ($15 per 30 days)
Userlevel 7
Hi Jay, If you have enough money in your account, then your base plan (the monthly plan) will automatically renew. Boosters (Add-ons) keep going until they run out and you have to manually add them. The reason why you might not have any service is because the amount in your account isn't enough to cover the price of your base plan. In terms of terminology, this video by Koodo is pretty good: https://www.youtube.com/watch?v=ecY-w7yZhcQ Hope this helps!
Userlevel 1
YES that video helped my terminology understanding. So let me re-ask my question. Even though I chose the automatic top up option, and the $15 payment (and koodo already had my credit card number, and added tax so it's about $16), and koodo's site response flashed a message saying success; but my account overview still says service suspended. Do I also have to do a one-time payment (ie is there a processing lag on the automatic top up)?
Userlevel 7
Badge +4
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

If your services work as normal, it's probably a bug, Jay. Can you send texts and (if you have a booster) make calls?
Userlevel 7
Badge +4
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

Oh and if you added auto top up AFTER your service was already suspended, you will need to manually top up just once to resume your service. Pick the one that applies to you 😃
Userlevel 1
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

Thanks, that's what I needed to do; now koodo site says my visa has successfully been charged $16.80. Click here to view Transaction History, and my phone can now make calls again, whew. Thanks so much.
Userlevel 7
Badge +4
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

Perfect, glad you got service again 🙂
Userlevel 1
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

As I just replied to you a points bubble appeared but when I clicked it , it did nothing. Also there was no star outline appearing on your answer Sophia, so instead I'll invisibly send you good karma.
Userlevel 7
Badge +4
Jay N wrote:

YES that video helped my terminology understanding. So let me re-ask my question. Even though ...

Ooooh I much prefer the invisible good karma any day 😃 Thank you! Your auto top up plus 10% credit should be applied from next month on, Jay. Did you also receive your 100 minutes bonus for adding a credit card?

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