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Purchases & Returns

All your questions about activating, upgrading, returning or cancelling with Koodo could be asked here.

  • 347 Topics
  • 1,131 Replies
344 Topics
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dl95Beginner
asked in Purchases & Returns
Can't buy phone, getting incorrect error "billing province on your account doesn't match... your phone number"

On the Koodo site, I am trying to upgrade my phone, but the system blocks me from completing the order. The error message I get is “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number” This is weird because my phone number (from Ontario) does match my billing province (from Ontario). I have tried resetting my address for good measure, but still doesn’t work. Any advice to fix, or do I need to talk to a rep? Thanks.

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Dinh
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MohamudBeginner
posted in Purchases & Returns
I want my problem solved.

My phone was stolen when I tried to have it repaired and they asked me for 210 dollars. I pay 16 dollars every month and I keep it. I have device care

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KeidansdadOrganizer
asked in Purchases & Returns
question about order

Hi i ordered a phone last saturday samsung galaxy s25+ i was wondering how long it takes to review it and get the approval or denial i been waiting and when i check the status it still says we recieved your order . Also my order # Is a TD then numbers and not HFO is that normal i never had a TD number before. i ordered it from kodoo online during their spring sale last week

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Flo Koodo
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davecasonBeginner
asked in Purchases & Returns
More EASY ROAM Questions

Hi, So the wife is down in Guatemala for two weeks - and I can't find an easy roam package for any S.Amerains places, is that the case? Two - she had the USA roaming package she bought for 1 week that was $40 bucks but Koodo said she can only get that deal once in every billing period!?!? Again is that the case? Three - she just said in a call that someone at Koodo told her she cant use her phone to call or text and can only reach out with FB Messenger and other crap like that? Again - really? I doubt it, that’s the whole point of a roaming plan, turn it on and pay the $16.00 bucks a day and use your cell phone as you normally would. If you have any answers to these questions - i’d like to hear from you. Cheers’Dave

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ZoraKBeginner
asked in Purchases & Returns
Can I change the delivery address for my phone delivery?

I ordered a new device and accidentally shipped it to the wrong address. Is it possible to change the delivery address for my phone?

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Flo Koodo
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Elizabeth7Beginner
asked in Purchases & Returns
How soon can I get a new phone without paying tab bonus balance

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

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GBThomasBeginner
asked in Purchases & Returns
Tokenization Error: Error Code 4001

Hello, I am a longtime Koodo customer and I am trying to upgrade from my current Pixel 6 to a Pixel 9 Pro phone. I have attempted to place an order 3 times using the Tab Mid option with a $55/month plan. Each time I get to the final Checkout step, I receive a tokenization error with error code 4001. Per Koodo's recommendations on their Help page, I have already tried a different credit card, a different browser, and clearing my browser's cache & cookies. I noticed in a Koodo community forum that someone stated Koodo is aware of the issue and is working on a solution. However, I just want to confirm that this issue is on Koodo's end and thus applies to everyone accessing the website. Thanks in advance!

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Georgia Koodo
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Vicki86Coach
asked in Purchases & Returns
Trying to upgrade my phonei7

I have been trying to upgrade my phone for 2 days now, I have acknowledged that I will pay off my tab balance as I can get a better deal with a new phone. However I keep getting error 4001 Everytime I try. I have checked my bank account and that is not the issue but I can not figure out what is happening.

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HorongBeginner
asked in Purchases & Returns
wrong choice

1. I’m planning to go to Korea for a few months starting tomorrow, so I’m thinking of suspending my phone plan. But I’m planning to buy a new phone in Korea. What happens to the SIM card in this phone if I do that? 2. I purchased a long-distance plan, but I didn’t realize it was starting today. I chose a new plan instead. Will I be able to get a refund for that? I’m leaving for Korea tomorrow evening, so I should have set it to start tomorrow. I plan to set up the long-distance plan again tomorrow.

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Dinh
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K_T30Beginner
asked in Purchases & Returns
URGENT: Out of the country and cannot receive phone order AND my phone plan was updated

At the beginning of the month, I decided to upgrade my phone and doing so would require me to upgrade my plan. I was told that I would be charged upon receiving the phone. I made it very clear during the process that I liked my old plan and the staff worked with me to get the best deal they could which was still a bit pricey. HOWEVER I also let them know that I would be leaving the country for 3 months so it was important that the shipping be expedited. The salesperson told me that I could receive the tracking number and then contact the mailer to expedite my shipping (why wasn’t this expedited by Koodo in the first place or told how long delivery would take? If I had known I wouldn’t have bought the phone). I didn’t receive the tracking number until the night before I had to leave. And now the phone’s been delivered a little over a week now and I have no way of using it until I return home and am back in the country. Before I left I spoke with multiple sales associates and one mention

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akakBeginner
asked in Purchases & Returns
Phone upgrade, stuck in a loop

I’m trying to upgrade my phone on my existing number. I have a phone selected, and it keeps rotating me between “your order so far”, and the only option is to “select a plan”, then i go with “keep my existing plan”, but it sends me right back to “your order so far”, where the only option is to go back to “select a plan”. How do I actually purchase this phone?

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Flo Koodo
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DanutaCBeginner
asked in Purchases & Returns
I returned a phone and there was no applied credit

I ordered a pre owned iPhone from Koodo some time around summer of 2024. I decided it was the wrong choice for me and initiated the return process. I then, under the same account but under a new phone number ordered a different model that was also pre owned. I sent the initial phone back and it was received by Koodo the way it was organized to be, all according to how I was told to send it. I have not received a credit to my account for the phone that was returned. I was under the impression that I would be credited within 4 weeks but it’s been almost a year since I originally sent the phone back. I only came across one other similar situation on this community and it seemed like it was solved by the Koodo team, but I reached out a few days ago for the second time with customer support and they haven’t been very helpful or reachable in general. I’m just wondering if there is an easy solution to this issue that anyone is aware of, and if they could share it so I can too reach a conclusi

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Flo Koodo
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DahliaMConnector
asked in Purchases & Returns
Wrong phone number lists on the order I want to process

I want to put an order through on my self-serve account. I’ve put everything I want in my cart, but when I go to check out, I see that the phone number associated with my account is wrong. Going back into my profile and my mobility details, the phone number listed is accurate. I don’t see that phone number (or a spot to change it) anywhere on my account. I don’t want to put my order through until all of the details are correct. What should I do next? Thanks for your help!

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Flo Koodo
Magda Pinto Vargas
Magda Pinto VargasBeginner
posted in Purchases & Returns
I am out of the country and the fee continues

I hope someone can help me.I have gone for two years to Spain and I have cancelled my phone number with Kodoo, Among other things, I must say.that you have given me a very good service. I also had the Stream Plus service, but this one, I could not cancel it, the customer service guy did not find my data, or my profile, my account.The guys at the store where I purchased the Stream Plus service told me that there would be no problem, that when I canceled the phone they would cancel the Stream Plus service as well.But no, this March I have been charged for the Stream Plus service.The problem is that I am in Spain, I don't have a phone number in Canada. I have already written to customer service, as well as to the guy at the store who took care of me but I have not received any response Please, how can I cancel this service with an automatic charge? Thanks in advance, Magda

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NotadoctorBeginner
asked in Purchases & Returns
Why is it impossible to buy a phone?

I have tried multiple times to buy a pre-owned phone but there’s always either an error loading the page after I’ve made a selection or I get through the whole process, put in my payment info and then get an error message to try again. I try again and get another message that says I need to contact koodo for support. Why is it so f****** hard to buy a phone?

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Kat1992Connector
asked in Purchases & Returns
Trying to update husbands phone

I'm having issues with ordering a navy Samsung s25 for my husband. But the kicker, I wanted to order 2 but it wouldn't let me add 2 to my cart so I ordered mine yesterday and went back to order his not even minutes apart. Now I'm getting the error Getting tokenization error. ERROR CODE - 4001 and cannot order his phone. I've sent an email hoping to have the issue fixed sooner rather than later, but haven't heard anything yet.. I've also tried clearing my cache and cookies, trying to order from my husbands phone instead of mine and trying a different web browser. I tried again this morning because its been 12 hours since I tried last night and still getting that message.

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Suho JungBeginner
asked in Purchases & Returns
I would like to know the telemarketer's contact information.

I want to know the contact information of the telemarketer. I applied for e-sim on my phone, but I received a plastic sim. I tried to contact the person in charge by calling, but the original David Lee could not be reached. The plastic sim arrived at my house. What should I do? If I can't find him, I want to cancel the application.

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Tammy Bryson
Tammy BrysonBeginner
posted in Purchases & Returns
new phone

Looking for information on new phones

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Ashraf AbbasBeginner
asked in Purchases & Returns
Home Internet not received

Hi, I am really sorry if my question sound basic. I ordered a home internet on the 10th of March with an expected delivery date of the 17th of March. However, I have not received it yet. Can you please guide how to contact Koodo concerning this matter and normally what’s an ETA to receive the home internet. Thanks, Abbas

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Flo Koodo
Brittany AC
Brittany ACAdvisor
asked in Purchases & Returns
phone upgrades emails

Yesterday I did an upgrade on my phone, i did it online. I then this morning did an upgrade on my partners phone which is attached to my account, but the email I received for his looks different that the one I received for mine. And when I do the tracking on both, they are done through different webpages(still within the koodo web page I believe). Is it just because they are in different processing points? Or have I done something wrong?

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Brittany AC
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aransierraConnector
asked in Purchases & Returns
I need to verify my info but my phone is broken

Hello!! A couple days ago my phone broke, so I decided I would choose a phone plan as I can’t afford a new phone now. Today i received an email stating that I need to schedule a call back with an agent. But I don’t have a phone and can’t do that. I also need the new phone to arrive asap. Any recommendations?

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Dinh
Darren Taber
Darren TaberBeginner
asked in Purchases & Returns
Bugging for a phone - Motorola

Hi, Currently on Koodoo with a paid off phone. I'm sort of waiting on Koodoo to release the newest Motolora. I have my eye on the Motorola Edge 50 1tb. - a new release. Do I have to buy it from an online retailer and bring it in, or will Koodoo eventually back the phone? Regards, Darren

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Darren Taber
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Tjp1421Beginner
asked in Purchases & Returns
easy roam charges

We recently had a trip to the USA and returned home to see multiple roaming charges. It appears from the bill that we received or made phone calls to trigger the charges, out of the dozen or charges I could find two calls that line up with date and times. There were multiple charges one my wife’s phone whee she didn’t make calls those days at all. Not only did she not make calls on those days but the times involved were past 1am when we were sleeping. how do we go about having these charges investigated?

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Georgia Koodo
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TanyaS73Beginner
asked in Purchases & Returns
Charged for Amazon channel

Good day, I have a subscription for Stream Netflix/Amazon Prime/Disney plus. Looks like I was charged a trial for amazon channel $11.49?

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ArigavoBeginner
asked in Purchases & Returns
Easy Roaming

I have been billed extra charges for roaming specifically easy roaming $14 I never requested this and I never used my phone while I was in the USA except Wi-Fi and the roaming on my phone was off while I was in the USA. This is unfair practice to treat a long time loyal customer. Please remove these unfair charges from my bill or I will take my business somewhere else. Looking forward to hearing from you. Someone can get in touch with me either by phone or email. Thank you for your consideration.

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Georgia Koodo

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