Skip to main content
Koodo Community
Community
Question

Unable to activate $100 prepaid plan

  • August 6, 2026
  • 4 replies
  • 77 views
A

Hi everyone,

I'm hoping someone here has experienced something similar because I'm completely stuck.

I'm trying to activate Koodo's $100 prepaid plan and port my existing Canadian phone number from a third-party mobile plan company called PhoneBox.

Here's what's happened so far:

  • I contacted PhoneBox, and they approved my port-out request.
  • They emailed me my account number, which I understand is the information Koodo needs for the port.
  • When I try to activate the prepaid plan on Koodo's website, I consistently get a "Payment Error" during checkout, so the activation never completes.

To rule out common issues, I've already tried:

  • Three different payment methods
  • Two different billing addresses
  • Multiple attempts over the past week.
  • Different devices and browsers.
  • I'm currently outside Canada, but I started trying to activate the plan while I was still in Canada.
  • I am using an iPhone 16

At this point, I'm wondering:

  1. Has anyone experienced this type of payment error when activating a Koodo prepaid plan?
  2. Is it possible that Koodo does not allow new prepaid activations while you're outside Canada?
  3. Could this somehow be related to porting a number from a third-party company (PhoneBox), even though the error occurs at the payment stage?
  4. Is there any way to reach a real Koodo representative before becoming a customer? The Koodo Assist chatbot doesn't seem to provide an option that matches my situation, and I wasn’t able to reach out to an agent through it, so I haven't been able to speak with anyone.

Any ideas or suggestions would be greatly appreciated. I've been trying to resolve this for over a week and feel like I've exhausted all of the obvious troubleshooting steps.

Thanks in advance!

4 replies

Dinh
Forum|alt.badge.img+4
  • Dinh
  • Mobile Master
  • August 6, 2026

Hi

Koodo prepaid only works in Canada and the US, and subscribing or changing service while staying overseas has been a common issue. I wonder if that's what's behind the payment error rather than the PhoneBox port, since the checkout is failing before the port even starts.

Just to confirm, was the credit card a Canadian one under your name, and was the billing address on the card the same as the address you put on the Koodo order?

Community members here can't access prepaid accounts, but you can reach a prepaid agent through the prepaid portal here www.koodo.com/prepaidchat Otherwise I would ask a friend or family member in Canada to help with the activation, or activate at a Koodo store once you are back

A Koodo customer, opinions are my own.
    M
    Forum|alt.badge.img+4
    • MilkyWay
    • Mobile Master
    • August 6, 2026

    You can try to purchase the prepaid top-up voucher from a third-party website. Since you are currently out of the country, you can consider this option, especially if you plan to use an international credit card. 

    It is important to note that this method is not endorsed by Koodo, so I would suggest you to use it at your discretion.

    I have listed out a few options for you, in no particular order, to top up your prepaid account.

    If you have a physical Koodo SIM card, you can try to mail it to a close friend or family member in Canada to assist you with the activation.

      A
      • asdfghjk
      • Author
      • Beginner
      • August 6, 2026

      Hello,

      Thanks for the information. While I've been trying to activate the service from outside Canada recently, my first few activation attempts were actually made while I was still in Canada, which resulted in the same payment error, so I'm not sure if my current location is the root cause.

      I also used a Canadian credit card under my own name, and the billing address on the card matches the billing address I entered on the Koodo order. I even tried using a different billing address (my home address in my home country) in case the Canadian address was somehow causing the issue, but I received the same payment error.

      I'll try the prepaid support portal you linked and see if I can reach an agent there. If that doesn't work, I guess asking a friend or family member in Canada to try the activation on my behalf may be my last resort.

      Thanks again for taking the time to help!

      D
      Forum|alt.badge.img+4
      • Dennis
      • Mobile Master
      • August 6, 2026

      Was any VPN used while in Canada or outside of Canada?

      Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949
        Terms & ConditionsAccessibility statement
        Koodo Community