Purchases & Returns

I need a new phone and would like to keep my current plan which costs $46/month. The online information chart seems to say that as long as my current plan is over $40, I should be able to keep it and buy a new phone with Tab Basic. But I don’t seem to be able to purchase the phone without changing plans. Why is that? Is there any way I can buy a new phone and keep my plan? Thanks in advance for your help! 

I feel like I got ripped off by Koodo because I have a Huawei P40 phone which is essentially useless. The phone is not supported by Google so I am unable to download many essential apps such as Google Maps, Google Pay, Gmail, etc. When I got this phone from them, they did NOT inform me that I would experience this issue. I am hoping that Koodo customer service will understand my issue and either replace my phone with something that's not as useless or allow me to cancel my service without making me pay the remaining tab balance on my account.  

Question is quite simple. I want to upgrade my phone by purchasing an Iphone directly through Apple. I still have 1 year left on my current tab (Samsung Galaxy) but i’d rather continue to pay the tab rather than buy out and incur the nearly $600 to payout the tab. I would rather simply use my new phone on my same plan and continue to pay the tab on my old device which will be deactivated 

Hi everyone Sadly my samsung made its way to phone heaven via my bathroom floor.  I am looking at an online deal with the Samsung Galaxy S20 FE (128 GB, Cloud Navy) as it is Certified pre-owned and $1 a month. I have already paid off my current phone and would like to keep the plan I currently have aswell as the 5gb’s data add on I pay only an extra $1 a month for.  I turned off TabBasic in the menu to purchase this upgrade in the cart options but I dont see the add-on that was offered that I accepted beforehand. Is there a way to prompt this add-on into my cart so I can have the exact same plan with my new upgraded phone? My plan is currently 36$ a month for canada-wide call and text and 5gigs of data Best Regards Brandon

I am so disappointed that my ‘like new’ CPO iPhone 11 Pro has an after market replaced screen and is not genuine. Upon turning it on for your first time, I was greeted with notifications telling me just that, see attached. Why would Koodo not mention this?This is blatant false advertising on Koodo’s end - Customers need to be aware of these details and had I known I would have never purchased. This is now the second time this is happening, where I noticed something was off with the screen of my last CPO iPhone and the screen was incredibly buggy. Lucky for me this time my phone is actually telling me it’s a fake. Last time I had to pay to get out of my contract when the screen/phone was not worth a fraction of the cost paid and I do not want deal with that again.  I would appreciate if I could get this rectified ASAP. I just want a genuine apple screen and do not want to deal with any problems should this screen not work as intended over the course of the next 24 months (my contract).

Hi there,I have a huge problem with Koodo. I closed the Koodo account last month with positive balance and my SIM card stop working but in January I got a bill that I have to pay! I am not in Canada and I don’t have a Canadian credit card.First of all, I want to figure out what is the bill about. Anyway, I try to pay with my international card but it doesn’t work.Please advice how to contact Koodo my email or how to pay a bill with an international card.

I would like to set up a second line on my account for my preteen. The very basic $15 prepaid plan is all they need. I would like to purchase a refurbished iPhone for them to use, but this isn’t possible online. Is this allowed at all? Or are the prepaid Androids the only phone option through Koodo with the prepaid plans?

Good Day,I recently received a CPO iPhone 11 Pro - but it arrived with a non-genuine Apple Battery.As such, I cannot verify the battery health, the date of the battery replacement, etc. I know that CPO phones are checked over - but is a non-genuine repair “acceptable”?Should I exchange it for a new phone, or can Koodo replace it with an OEM battery?  Rant:This is rather disappointing. This is my first experience buying a CPO phone, and the first phone came with a faulty speaker-phone microphone.  This is the new replacement - which has potential battery issues.  (The first phone came with a 100% health genuine Apple battery). Thank you for your insight.

I placed an order this morning and got a call saying thst agent needed to verified something with me because some information didn't match. I tried calling back but got hang up. I tried using your koodo assist and it's useless. 

Yesterday I added x2 extra lines to my bill and changed the plan for an existing line. I received x2 emails after this - one asking fi I signed in and to change my password, and the other stating possible fraudulent activity was happening on my account. i am worried that my purchases will be denied.I have tried to reach out to koodo regarding this to confirm it was me who added them but i cannot get a call back until tomorrow. can i please get a response from a koodo member? I am not sure what happened to the customer service phone number and i am not sure how adding to a forum is more accessible or convenient 

Unfortunately I was pickpocketed last night and lost my Canadian Koodo phone. I have a separate cell with a Mexican #. I cannot book a call back on the chat box as it wont recognize my Mexican #. I am at a loss on how to proceed. I see from a similar post 3 weeks ago Koodo replied that they would have tech support call them to arrange for call forwarding. I want to arrange call forwarding for my Canadian # to my Mexican # as I cannot get a Koodo SIM card in Mexico and am here for another 2 weeks. Also, as there is no email contact option for Koodo this is the only way I can reach Koodo (as I cannot book a call back). Can someone from Koodo help me? My email for my account is active and I can be reached there real time. Through there I will provide my Mexican # for a rep to call me, or I can also call a Canadian # provided to me. Unfortunately, Mexico doesn’t allow for outbound calls to 1800 or 1888 numbers so will have to be a standard Canadian #, but am happy to work through email as

I’m trying to buy a new phone and upgrade to the promo plan for $50 per month for 40 gb but when i go to check out, there is a message saying “Whoops! Something went wrong!”. I’ve called customer service (there isn’t one anymore) and the virtual assistant can’t help and says that they’re too busy to get me an agent. Apparently they’re closed now. Has anyone else had this issue? I’m just trying to figure out how I can fix it and check out already before this phone sells out!! (All the other ones I’ve tried are out of stock and this is the last available that I am interested in). Thanks! 

Order #HFO34826433, ordered a new phone because mine’s on the fritz and I didn’t receive a confirmation email… The charge is pending on my credit card, so when I try to look it up using the online lookup tool it gives me this error:“Oops..Order number or email you entered does not match our records. Please try again.Note: Orders 30 days prior to today won't be shown here.” The email associated with my account is the same one I’ve been using for years, any ideas?

Returns & Exchanges:If you aren't happy with your new phone, you can return or exchange it within 30 days of the purchase date. To do so, email us to request a return or exchange, and we'll provide further instructions. ----------------------------------------------------------------------------------------------------------------------------------------------------------Regarding Koodo’s web purchase Returns and Exchanges policy above … Does "within 30 days of purchase date" mean that they have to receive the email refund request  within 30 days or does it mean that they have to receive the actual phone within 30 days?  What email address do I use for the email refund request? (re their statement of "email us to request a return or exchange") This one?  koodo.webstore@koodomobile.com?Regards! 

Is there a way for me to check the current stock of a phone at a Koodo location? I would like to purchase the iPhone 13 in person rather than wait 2 weeks for it to be shipped.However, I'm over an hour away from the nearest Koodo store and would like to ensure they have said phone in stock. I tried calling but they do not answer. Any help is appreciated!

There must be an easier way. What am.i doing wrong?My phone is 14 months old so I still have 10 months left... But what do people do when their phones break? Screen completely turned black, only tiny flickers of green lines after I dropped it the other night

Ok call me old school but all my phones have used physical sim cards.  I go to order an iPhone 14 and noticed that it uses something called an Esim? (Nano SIM (eSIM + Physical SIM) WTH? So … how does that even work?  I’m coming from a iPhone 12 which has a sim so what to do when I get my 14?Thanks so much!

Hello,I just ordered a new phone. I can't add my buzzer number to my main Koodo address. Koodo help page says that I can add shipping instructions to add a buzzer number. At what stage of the order can I do this? Where and how do I do this?Thank you in advance for any assistance.

Never bought a used, refurbished or pre owned phone before but I’m being tempted by the prices. ;)  However having lived by the rule of “you get what you pay for” and “buy cheap buy twice” I’m understandably cautious. So … What’s the REAL story on these “Certified Pre Owned” phones? Are they worth taking a risk on? What’s the battery health on these phones?

Ordered a replacement phone for my current one that does not work most of time.Got an email saying that it would ship in one day (Dec 6)It is now Dec 12th and I have not received any tracking info OR the phone.  Searching online shows the status as ‘under review’.   I NEED this phone as it is hard to be ‘on call’ when your phone only works once in awhile.  If they have any questions they can not call as chances are my phone isn’t working.   Have received NO email about questions so I must assume there is some other delay but I can find no place to call and ask (not to mention I work nights and am asleep during most business hours).Sure hope someone has an answer.   This delay is costing me more than this service is worth.  Looks like they had no problem adding this ‘unshipped’ phone to my bill.   Strange how billing never gets screwed up eh?  Going to have to turn off my autopmt I guess.  Not paying for a service that is not being provided.G

Hello,  I purchased two plans a couple of weeks ago.  Received both SIM cards.  For the first HFO#, I received an activation email, I have an account and everything is setup.For the second HFO#, I did not receive an activation email so I don’t know my account number or my phone number.   I check the HFO online and it shows as activated.I need to port an existing number so I can’t add Koodo SIM card to phone yet.How do I proceed?  Can I add this second SIM to my first account (this is ideal).Thank you,Chris

I upgraded my plan and phone and I was charged the shipping. I received a first email showing the charge and that I would get the tracking number and the approval within one day. It's been two days and I haven't received anything, is there an issue?

I signed up for a Cyber Monday promotion including a new Iphone 11 on Nov 28. I received an order confirmation same day and my credit card was charged the 11.30 shipping fee but haven't received any info about shipping the new phone. I have several friends that signed up for same promotion on the same day and they received their phones last week already. Order number is HFO34416979.

my husband got a free iphone 11 from Koodo. Its brand new and sealed. I want to know if he sends it to his mother in Bangladesh in sealed condition, will she be able to use the iPhone there? I heard from someone that it is mandatory to boot the new iPhone 11 with a Koodo sim card, is it true?

I ordered a phone upgrade on Sunday and still haven’t gotten the shipping update, is this consistent for orders over the weekend?