Purchases & Returns

Hi, I am a prepaid customer and I want to cancel my prepaid service. The issue is that I am unable to log into my Self Serve account properly. When I try to log in, it shows that I either have no number linked or asks me to activate my account again, even though I already activated it earlier.I’m stuck in a long activation process and cannot access my account. I also haven’t been able to find a way to directly contact a customer service representative.Could someone please help me access my account or guide me on how to cancel my prepaid service? Thank you.

I am thinking of upgrading from the samsung s22 ultra to one of the upcoming s26 phones. But I do have questions.  Right now I have a physical Sim card In my phone, do I have to switch to an e Sim card, or can I stick with the physical Sim card? I prefer the physical card if possible.  If I pre order from koodo,  can I just take my Sim card out of my current phin, put it in the new phone and transfer everything over and I'm good to go, koodo will automatically know new phone is active? I assume my phone number will be the same, regardless of e Sim or physical Sim card.  What are the differences between the the 3 new phone types? Thanks in advance 

I still had my old address, on the account, without realizing it. The delivery was canceled when they tried to drop it off. I've since updated my account but now need to know how to get my phone. Thank you.

Hello I have a capital one credit card secured and I would like to have a new plan as a new customer and also a new device iphone 17npro max but I was wondering if your system accept capital one credit card because when I want to apply but doesn't want tk affect my credit score by applying and after when they ask for credit and i try using my capital one is wont work to purchase phone and Sim card 

I recently purchased a phone from Koodo using tab. I went to self-serve and clicked on tab to see if I can find my invoice. All I can see is a monthly summary of what was paid in the balance but no invoice or receipt for the purchase of the phone. I am assuming that I didn't purchase a phone and Telys just the Financial agreement. Thank youJohn

Hi there,Just wanted to start the topic of conversation in regards to a newer iphone 16e that I got in April 2025. Today I noticed it went down the 10% battery. I went to go charge it, plugged it in and it looked like it was charging with the little lightening bolt. Very soon it went down to 5% then 2% and now won’t turn on or charge. I tried different charging cords, blocks, outlets, wireless charging but nothing. I contacted apple support and set up an appointment to bring it in to an apple store to have them assess and fix or get a replacement. I was just wondering if anyone has had a similar issue and what the end result was. The phone is covered under the manufacturer warranty so apple support said there would be no cost if it is determined to be an issue with the phone due to it being faulty. I still owe koodo for the phone since I gave a down payment and pay on my tab once a month for it. Once its fixed or I get a replacement I would love to just send it back and just switch bac

HelloHow do I get a new SIM that works for my same Koodo account and Koodo phone number.My account is currently suspended.Thanks

Does anyone know what the deal is? Thanks :)

Hello, I was wondering if having my own router will make my plan cheaper?

Where can I purchase a new wireless phone hub?The Koodo customer service reps tell me to visit a local store.The local stores have told me to contact Koodo Customer service. 

Anyone know what happens if you subscribe to stream + but already have an annual price membership that is all paid up until January?  Do I get billed for the prime portion monthly still immediately or is there some sort of discount.  thanks!

Hey!  I was going to purchase a new iPhone 16 today but when I checked my promotions the $300 discount has disappeared!!  It was there yesterday and today, gone!Anyone have this issue before?  Any luck getting them to honor the promotional price? Thank you! Keith 

Hi  I have a tab of 8 more months to pay and the tab bonus balance of just over $400.  When is the earliest time period when I can get a new phone? For example with two months left on the tab will the tab  bonus  balance of $400 be forgiven? I don't want to pay back the tab bonus balance. Any help would be appreciated. Thanks

I am planning to purchase a new phone, and I am already eligible for the First Nations tax exemption on my bills. Is this exemption also applied to the initial price of the phone? Or is there a different way to have this applied?

Hello. I'm not Canadian but I'm moving to Montreal soon. I'm wondering if it's possible to buy a prepaid Koodo plan and activate it with eSim before entering the country so that I immediately have cellular service and data once I arrive at the airport. If so, does the start of the 30 days of the plan start right when I purchase it, or when I actually activate it on my phone? Thanks.

I bought my phone back in last March and need proof of purchase now. Google told me to call Koodo and have them email it to me but I cannot get by the chat bot and it doesn't allow me to ask about proof of purchase 

Hello, I took over my dad's phone with my phone number. I am an apple user through and through but this is an Android. I would like to switch. My question is my tab balance says zero but when I go I to it it has a negative balance, if I upgrade my phone will I have to pay the balance or will it just be added. I think it will be added to my bill but not sure.

I just ordered a pre owned phone from a kiosk in the mall but changed my mind on the colour🤦🏼‍♀️how can I contact Koodo to request the different colour phone

I received an email that I had to verify my purchase and received the call 10 minutes later. I missed the call as I was not expecting it.  The email mentions scheduling a callback but the assistance tool will not allow me to schedule a callback and gives no other way forward. “ You can also go to Koodo Assist to schedule a callback from a live rep. “ 

Does anyone know when I receive my new google 8 phone from koodo, will it be unlocked

Hi, is it possible to pick up my phone order in koodo store? I’m afraid no one will be home to accept the delivery

Can I purchase a phone for each line in one shopping cart to save on shipping fees?

Hi, I’m planning to buy an iPhone 13 from Koodo, and I want to confirm if the phone will come unlocked and be usable with other providers, both in Canada and internationally. Can you confirm this for me?

Hi there,I returned from an overseas trip today where I had used an E-sim. I accidentally made my SIM inactive and have no access to messages etc. Going into settings - cellular - I get this message: “Conversion completed, your SIM is no longer active and can be removed from the SIM tray” Anyone had experience with getting theIR SIM re-activated without having to go to a KOODO location? Thank you

I had lost my phone. I ordered a new one and a new SIM with it. It has arrived but I cannot activate the new SIM because I obviously cant recieve the verification code via text because I NO LONGER HAVE MY PHONE. I also cant recieve verification via email because gmail also requires verification for gmail to be sent via text, Please just help me activate this new SIM!!!I just want a real agent to help with this please