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Unable to add perk to my plan

  • December 21, 2025
  • 13 replies
  • 132 views
J

Hello,

I have been trying to add a per to my account (3-day US roaming) but I am unable to. Every time I try, I get an error. I also try the new assistant experience, but the moment it tries to connect me to a rep, it crashes. I am travelling to the US in a few hours, so I would love it if this could get sorted asap.

thanks!

Best answer by Flo Koodo

Hi ​@jdoc 

We are sorry to hear you are having trouble changing your perk in self serve.

We have tried to change it from our end however, we are getting the same error.

We have submitted a request, so the perk is updated in the backend. This may take  up to 3 business days.

Please note that changes made to the free perk in the middle of the billing cycle, are effective as of next billing cycle. More info can be found here https://www.koodomobile.com/en/help/koodos-pick-your-perk-plans

We are sorry for the inconvenience created!

13 replies

Dinh
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  • Dinh
  • Mobile Master
  • December 21, 2025

That is a common error happened to few customers. Let me flag a rep to look into it

A Koodo customer, opinions are my own.
    Flo Koodo
    Forum|alt.badge.img+4
    • Flo Koodo
    • Official Rep
    • Answer
    • December 21, 2025

    Hi ​@jdoc 

    We are sorry to hear you are having trouble changing your perk in self serve.

    We have tried to change it from our end however, we are getting the same error.

    We have submitted a request, so the perk is updated in the backend. This may take  up to 3 business days.

    Please note that changes made to the free perk in the middle of the billing cycle, are effective as of next billing cycle. More info can be found here https://www.koodomobile.com/en/help/koodos-pick-your-perk-plans

    We are sorry for the inconvenience created!

    C
    • Cymoan
    • Member
    • December 30, 2025

    I’m having the same problem unfortunately.   

    G
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    • Goran
    • Mobile Master
    • December 30, 2025

    ​@Cymoan I have flagged a rep to confirm and assist. 

      Flo Koodo
      Forum|alt.badge.img+4
      • Flo Koodo
      • Official Rep
      • December 30, 2025

      Hi ​@Cymoan 

      Can you please let us know which perk you woud like to add? 

        H
        • HarmanS
        • Connector
        • January 2, 2026

        Hi,

        I am a new KOODO customer and trying to add my 1 FREE Perk (Unlimited Long Distance pack) to my account and keep getting error message: It looks like you can’t choose a Perk right now. Please try again in an hour.  

        I understand there are no extra service charges for contacting KOODO Customer Service as unable to add FREE pack add-on to my account. Is it correct understanding?

        H
        • HarmanS
        • Connector
        • January 2, 2026

        Hi,

        I am a new KOODO customer and trying to add my 1 FREE Perk (Unlimited Long Distance pack) to my account and keep getting error message: It looks like you can’t choose a Perk right now. Please try again in an hour.  

        I understand there are no extra service charges for contacting KOODO Customer Service as unable to add FREE pack add-on to my account. Is it correct understanding?

        ​@Goran ​@Flo Koodo Please Is this something you can help me with or should I reach out to customer service directly?

        O
        Forum|alt.badge.img+4
        • Oliver C
        • Mobile Master
        • January 2, 2026

        I’ll flag a rep to help out ​@HarmanS they can attempt to add the perk or if they can’t they will initiate a service ticket as seen above. Just make sure you’re logged into the community using your self serve credentials and the rep can give it a try.

        If more information is required, they will reach out via a private message on this platform. 🙂

        Just a guy trying to help out 🙂
          H
          • HarmanS
          • Connector
          • January 2, 2026

          I’ll flag a rep to help out ​@HarmanS they can attempt to add the perk or if they can’t they will initiate a service ticket as seen above. Just make sure you’re logged into the community using your self serve credentials and the rep can give it a try.

          If more information is required, they will reach out via a private message on this platform. 🙂

          Thank you ​@Oliver C 

            G
            Forum|alt.badge.img+4
            • Goran
            • Mobile Master
            • January 2, 2026

            Note that posting on a pre-existing thread doesn’t normally notify anyone except the OP that a messgae has been made. It’s why we still suggest, even if ti’s related to the same subject as the thread, to create your own. If you do piggyback on an existing one, it could take longer to get a response, but you’ll still get one. 

              H
              • HarmanS
              • Connector
              • January 2, 2026

              Note that posting on a pre-existing thread doesn’t normally notify anyone except the OP that a messgae has been made. It’s why we still suggest, even if ti’s related to the same subject as the thread, to create your own. If you do piggyback on an existing one, it could take longer to get a response, but you’ll still get one. 

              ​@Goran Thank you for the guidance for future issue reporting. This issue is being reviewed by Technical team. 

                Georgia Koodo
                Forum|alt.badge.img+4

                Hi ​@HarmanS, we can see our team submitted a request to have our team add the perk.

                The perk should be provisioned to your account within 3 business days, thank you so much for your patience!

                 

                C
                • Cymoan
                • Member
                • January 4, 2026

                Hi ​@Cymoan 

                Can you please let us know which perk you woud like to add? 

                Hello.  I’m having the same problem as everyone else...not being able to change my own perks without getting the message that I have an pending order.  I would to add the Premium Voicemail Perk (instead of the UL Data that I currently have.)  

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