Purchases & Returns

I have a prepaid phone and number with Koodo and have just purchased a new phone and monthly plan.  I want to switch my number from the prepaid to the new phone.  When I try to do this, I am told the IMEI number is not valid. 

I ordered a new mobile over the phone, i got my confirmation email from Koodo, but when I enter the order number in the track order tool, it says invalid. So do i call customer service or wait a few more days. 

I want to purchase a new Samsung tablet and use it as my phone. My current S9 is outdated 3G. I do not see any Koodo tablet plans listed.

If I upgrade my phone, can I use my old phone as a pay as you go for one of my family members?

Hi, I have seen others posting about having problems while trying to buy a new phone online. I tried via my phone and via a computer and two different browsers and the it gives me an error message before or right after entering the confirmation code. I know my card isn’t the problem.   I wonder if this problem is solvable online. There is a deal right now until July 4th and I’m afraid I'll miss it. I’m not going to be able to go in person at koodo before then. It is a little frustrating.  Thank you! 

Can I pick up a phone I ordered online?   or do I have to have it delivered. 

Hi, I have purchased a new Samsung Galaxy S21 5G mobile from Koodo, and within 2 months the device stopped working with abrupt behavior. The mobile is getting switched off and when I am trying to switch it on by pressing power button the screen get appear with “SAMSUNG Galaxy secured by Knox Powered by android” (start screen) and this initial message remains on the screen till the mobile battery get drain off and finally it's getting switch off. I have tried these several times but am facing the same issue and can not proceed further.

Hi there,  I just arrived in Canada and tomorrow I'll open my bank account. So now i am wondering if i can already get a Sim Card today since i dont have a Canadian bank account yet.  Thanks for the help in advance!  Anna 

I recently received a Galaxy 7 Lite Tablet through a promotion on Koodo, however I wish to return it as I am not happy with it. I was told by the Customer Service associate that I had 15 days to return it. Can you please tell me where to send it.

Hi I’m a koodo customer who is using data plans only. My phone is already prepaid from other country so I added data plans only. And because of that, I had no acess to use tab ( monthly paying phone plans). Finally, Koodo verified me as a monthly customer so I get to make a tab plans for phone too. I tried to buy Iphone13 but it take 2 weeks to ship. There is only 3 Koodo shops in Toronto. Should I visit Koodo shop to see if there is phone left in inventory? Or can I visit Telus since Koodo is belong to Telus? I don’t want to change data plans. I only have to get a new phone with tab plans. Can Telus workers change plans for the Koodo customers? 

I ordered a new phone on June 16th.  My tab balance has changed and in self serve it says that I have ordered the phone.  I never received an email with a confirmation so I cant track the order.  I did check junk.  When I try to use the chat it asks if I received the email, I say no, it says if your order went through you will have received an email, check your junk.  If I try to respond to that message it acts like it is a new question assuming that for sure answered my problem.

Hello there from Canada. I have 2 phone numbers associated with my account and not me but the other number needs to order a new phone his is not working very well. How do i go about this as i want to just make payments per month on it and not change my plan and stuff . Can this be done?. And how does one go about it ?,  Also we both have our own phone #,s but it is originally my account i added him and his number after the fact . Hope someone can help and thanks in advance .

I recently ordered a new phone online to replace the phone I just broke. I don’t have an alternate phone I can use until my new phone arrives. I received an email from Koodo saying I need to complete a short credit quiz through a representative but I am unable to take calls. Is there an alternate way I can take this quiz?

If I buy an unlocked Nokia 2720 flip phone, will I be able to use it with koodo in Canada? Thank you

Hello,  I just received my new phone from Koodo and it came with a SIM card. I already have a Koodo SIM card on my old phone, so can I just switch the SIM cards in an effort to not lose my phone number or do I HAVE to use the one provided?  And I guess for context I also upgraded my data usage and such so would that be affected by which SIM card I have in the new phone?  Thanks so much!

Have been with Virgin 4 months. Using phone and plan. Paying $55 a month for both phone (Samsung A52) and 12GB data unlimited canada wide talk and text. Is there any option to switch to Koodo in the midway of contract with Virgin? If yes, then how. Please help me out here.

Hello Koodo community, I am looking for the Samsung A52 5G because of the great camera but still reasonable price.I can’t find it under ‘shop’ koodo. Would it be called something else? Or which samsung should i go for if I dont need 5 cameras but do want 1 great quality camera! 

Hello. Could anyone tell me what the offical receipt is of an online phone order. Is it the order confirmation email or the attached pdf service agreement? Koodo wants this submitted with a return.

I like to know what is the balance and time period on my contract   

I ordered an iPhone XS Max online and received it today. Problem is I was sent and iPhone XS. I scheduled a callback and when I pressed 1 it rang and rang and then hung up. Is there another way to fix this issue?

Cannot track my koodo order of new phone.  UPS tracking site refered to in my koodo order confirmation email says wrong tracking number from Koodo.   Tried getting help in the koodo chat but the AI does not understand and keeps looping.  Tried to have a rep call me by scheduling a call but no koodo rep called me.  I wish I could just talk to a human koodo rep to resolve this.  Anyone know a koodo email tech support address I can use to communicate with an actual person or a direct phone number I can call to get quick help with this?

Hi there,I am looking to be a new customer at Koodo. I am trying to purchase a refurbished iPhone 11 Pro with a plan as I am a new customer. I have been trying to go through the process to place my order, but everytime I put in all my info and hit “Place Order”, it always gives me the “Whoops!” error message saying my Credit Card isn’t valid. It is an RBC Visa Platinum card, that works. All my information is right, including matching the billing address with my credit card mailing address. I have tried on both Chrome and Safari, yet I keep getting the same “Whoops!” error message. Please help!

Does Koodo provide service for Light Phone 2?

I purchased a pre owned phone on Black Friday and changed my mind as I’m switching to Telus and I need to return it, it is unopened in the box. My 30 days are almost up and I cannot get ahold of Koodo. Anyone have an address to return this junk to? 

Is internet required for Koodos home phone? or, does the hub provide the signal needed? if so, can one use any portable phone with that hub?