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Whether it's managing your account or finding answers to your questions, all of our support tools are available through our website 24/7. Just scroll [this page](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) for all the handy options. 

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Check out our Help pages for information that might address the challenge you’re facing with your Koodo service or product.

If the Help pages haven’t addressed your particular concern, you can also get account-specific information through [Koodo Assist](http://koodomobile.com/chat). If you still need help, Koodo Assist can schedule a callback for you with a live agent, usually within minutes during business hours.

If you've already tried to resolve your issue but still need further assistance, follow the steps in our [Resolve a concern](https://www.telus.com/en/about/resolve-a-concern?INTCMP=km_support_help_link_resolve_a_concern#koodo) page. If the issue still hasn’t been resolved to your satisfaction, you can take a look at [further options.](https://www.koodomobile.com/en/services/inquiries)

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Which service do you need help with today?

Koodo Assist can help with __all things Koodo__ and will provide an official answer. If additional support is still needed, it will help you book a callback with a rep.

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You can also review our [Inquiries and Resolutions](https://www.koodomobile.com/en/services/inquiries) page for more help.

It offers quick help for all your Koodo questions. If you need more assistance, it'll help schedule a callback from a rep.

Whether it's moving your number over to Koodo (porting your number) or understanding your first bill, [here](https://www.koodomobile.com/en/setup)'s everything you need to know if you've just set up a new line with us.

To get started with transferring your number to Koodo, please select the __"How to transfer..."__ dropdown menu that applies to you, then follow the steps:

<div class="collapsible">
<div class="t-heading-h3"> How to transfer/port your number if you're a Koodo Postpaid customer </div>
</div>
<div class="content">

__Step 1:__ Have your device with your old SIM card ready (or keep your old eSIM active), and keep your number active with your previous service provider until the transfer is complete.

__Step 2:__ Log in to or register for [Self Serve](http://koodo.com/selfserve).

__Step 3:__ Go to [koodo.com/changenumber](http://koodo.com/changenumber) and select __Transfer your number from another provider__.

__Step 4:__ Enter all the required details, including the number you want to transfer.

__Step 5:__ After submitting your transfer request, a text message will be sent to your old SIM card (or eSIM). Reply __YES__ to the text message __within 90 minutes__ to confirm your transfer.

__Step 6:__ Insert your new SIM card into your device or [activate your new eSIM](https://www.koodomobile.com/en/help/esim-and-esim-vouchers), and turn on your device to complete the activation. The transfer process may take up to __2.5 hours__.

Once the port request is submitted, you can track it by logging in to Self Serve. If your port doesn’t go through because of an incorrect account number or IMEI number, you can resubmit the request through Self Serve. 

If you experience any issues during the transfer process, we're here to help! Just go to [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ and our digital rep will help troubleshoot your issue.
  </div>  

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your eSIM to Koodo </div>
</div>
<div class="content">

If you use an eSIM, you will need to ensure your old service provider’s eSIM is still activated on your device. You will receive a Security Verification text message from your old service provider on your old device. You must respond to that message to complete the number transfer. Therefore, do not delete your old eSIM.

Here’s how you can make sure the old service provider’s eSIM is still active so that you will receive the security verification text message:

__iOS:__

![New to Koodo - Image 1](//images.ctfassets.net/8cecwr1x4jkf/4EuOkjnNqDiLn9xyhyWKED/ea4834f1f7e055639c0ddff0e5b0f1d3/New_to_Koodo_-_Image_1.PNG?w=950)

![New to Koodo - Image 2](//images.ctfassets.net/8cecwr1x4jkf/6vgTMCsu2Y0XNjShpAMutI/71ec01231773e2cdce2a5d2e2e4e00f3/New_to_Koodo_-_Image_2.PNG?w=950)

<br><br>__Android:__

![Android EN 1](//images.ctfassets.net/8cecwr1x4jkf/6BboH0bSr0HJ7HEOm5sKZO/62c1f1712690ede1ff1e14d7dbb9c7dd/Android_EN_1.PNG?w=800)

![Android EN 2](//images.ctfassets.net/8cecwr1x4jkf/2Mpjh3tSnxyLnbK6KlpFhu/0d2e0c913fd54338707eafe59a5494a0/Android_EN_2.PNG?w=800)

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to transfer your number if you're a Koodo Prepaid customer </div>
</div>
<div class="content">

You’re a Koodo Prepaid customer if you pay before using your service and do not have a contract.

To request a phone number transfer during a new Koodo Prepaid activation, follow the steps below.

__Before you begin:__

- Have your phone in hand and make sure your previous SIM card is still inserted, or if you use an eSIM, keep your previous provider’s eSIM activated.
- Keep your number active with your previous service provider until the transfer is complete.

__Step 1:__ Complete the first step (["Getting Started"](https://activateprepaid.koodomobile.com/)) of the activation flow (in Self Serve).

__Step 2:__ Follow specific instructions from where you’re transferring from <br><br>

__Transferring from TELUS Prepaid__

1. On the Choose phone number step, select a new phone number.
2. Complete your activation and place your new Koodo Prepaid SIM into your mobile phone, or if you use an eSIM, activate your new Koodo eSIM).<br><br>

__Transferring from Public Mobile__

To initiate a number transfer, you’ll need to request a callback from a rep. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp. <br><br>

__Transferring from other Prepaid Carriers__

1. On the Choose phone number step, select __Transfer an existing number from another provider.__

2. Submit all required details, including the number you want to transfer.

3. Before removing your previous SIM card, or deactivating your previous eSIM, from your phone, you must respond to the port confirmation SMS from your previous service provider within 90 mins.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Common issues with porting </div>
</div>
<div class="content">

If your porting request doesn’t go through, there could be a few reasons behind it. You can follow these steps to fix it:

__1. Double-check your information:__ Please verify your account details, including the account number and PIN, with your current service provider to make sure that all the information you provided for the porting request is accurate.

__2. Resolve any outstanding issues:__ If your current account has unpaid bills or contractual obligations, make sure to address them before trying to port in again.

__3. Retry the porting request:__ Once you’ve resolved any issues and confirmed the accuracy of your information, you can initiate the porting request again. If you still need help, please go to Koodo Assist to schedule a callback with a representative, who can help you with the process.

__Note:__ These steps are general guidelines, and it's always a good idea to contact your current service provider and Koodo for personalized help with resolving the porting issue.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__1. How will I know if the port went through successfully? Will I be notified once the port has been completed?__

Once the port request is submitted, you can track your port request by logging in to [Self Serve](http://koodo.com/selfserve). With your old SIM card still in your phone or with your old eSIM still activated, you’ll receive an authorization SMS, asking you to authorize the transfer. Reply YES to confirm the number transfer to Koodo. Once you’ve replied YES, insert your Koodo SIM card (or activate your Koodo eSIM). When the transfer has been completed, you'll receive the following SMS from Koodo:

“Koodo Message: Welcome to Koodo. Your transfer request has been completed successfully. Please restart your phone now for the transfer to take effect. Thanks for being a Koodo customer. Free Koodo msg."<br><br>

__2. How do I transfer my number from one Koodo account to another Koodo account?__

Sorry, we’re unable to transfer a Koodo number from one line to another pre-existing Koodo line, but don't fret! We have a solution - you can initiate a [TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town) and transfer the line and number to another account.<br><br> 

__3. Is there a fee to port a number?__

Great news! Porting a number to Koodo can be done through Self Serve - free of charge!<br><br> 

__4. Can I transfer a cell phone number from another company to a new Koodo cell phone without having the old cell phone or SIM card in my possession (it’s lost, stolen, etc.)?__

Yes, it’s possible, but in order to complete your number transfer to Koodo, it would require you to contact your original service provider within 90 minutes of initiating the number transfer with us.<br><br>

__5. Is it possible to transfer my residential line to a cell phone?__ 

Yes, it is possible and we’re more than happy to help! It’ll require you to schedule a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__6. How do I transfer my home phone number with a different service provider to Koodo?__

The steps to transfer your [home phone](https://www.koodomobile.com/phones/wireless-home-phone) number are similar to those outlined under “Koodo Postpaid” above:

1.	From the __Self Serve__ drop-down menu, select __Mobile services__.
2.	Next to __Manage your phone number__, select __Manage__.
3.	Select __Transfer your phone number__, then enter the home number you want to bring to Koodo.

After Step 3, you’ll be prompted to request a callback from a rep in order to complete the number transfer. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp.

If you have a Koodo wireless home service, it's possible to transfer it to a Koodo mobile line. To get started, book a callback via [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__7. When I move to a different province, can I keep my Koodo account and phone number?__

Yes, you can keep your account and phone number when moving to another province. Please keep in mind that you won’t have a local number anymore.<br><br>

__8. Can I transfer my TELUS Prepaid or Koodo Prepaid number to Koodo Postpaid if my account is inactive or in suspend?__

If you're a Koodo Prepaid customer and your account is in suspend, you can move your number to Koodo Postpaid without topping up. TELUS Prepaid customers will have to top up and ensure their accounts are active.<br><br>

__9. Why didn’t my port request go through?__

If you’re having issues porting your phone number to Koodo, it could be because you didn’t respond within 90 minutes, or the information you provided was incorrect (e.g. the account number or IMEI). Please double-check that your information is correct with your current provider and feel free to reach out to Koodo Assist for more help. You can always try the port request again or re-submit port in [Self Serve](http://koodo.com/selfserve).<br><br>

__10. Can I re-submit my port request?__

If your port fails due to an incorrect account number or IMEI number, you can resubmit the request through [Self Serve](http://koodo.com/selfserve). 
  </div>

<br><br>

__Related help pages:__

- [Moving from Prepaid to Postpaid (monthly) service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service) 
- [The 101 on Koodo wireless home phone](https://www.koodomobile.com/en/help/101-koodo-wireless-home-phone)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

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Got a number you want to move to Koodo? That's easy, find out all about moving your number to Koodo here. 

TransferNumberToKoodo_ToArticle_Static_Link_May2023

Moving your number to Koodo

Prepaid

New to Koodo? 

With Easy Roam® you can use your existing phone plan when you travel abroad. You're only charged for the days you use your monthly plan's minutes, data or texts. Check our Easy Roam page to see how much it costs to use your phone while you travel.

(This applies if you’re traveling to the U.S. and don’t already have a CAN-US plan. If you don’t want to opt-in to Easy Roam while visiting the U.S., you’ll be charged at our standard pay-per-use rates).

[Learn more about Easy Roam.](https://www.koodomobile.com/easyroam "Learn more about Easy Roam")

<div class="collapsible">
  <div class="t-heading-h3">How to add Easy Roam to your account</div>
</div>
<div class="content">

Only [Authorized users](https://www.koodomobile.com/help/permissions "Authorized users") are able to add Easy Roam to an account.

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. From the __Self Serve__ dropdown menu, select __Mobile services__
3. On the __Mobile services__ page, select __"Travel with Easy Roam"__
4. On the __Easy Roam__ page, select the "Add Easy Roam" button *(once you have the Easy Roam add-on on your account, it'll say "Easy Roam active")*
5. You're good to go! You can now use your Koodo phone while travelling abroad.

__Note:__ If you don't want to use Self Serve, you can always text __ROAM__ to __7626__ or get help from [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to activate Easy Roam.<br><br> 

### Adding Easy Roam to each individual account
Sweet! You've added Easy Roam. Anything else? Maybe! You'll need to add Easy Roam to all the other Koodo phone numbers that will be travelling as well. To add Easy Roam to an account you have to be an [Authorized user](https://www.koodomobile.com/help/permissions "Authorized user").

If you've done that, awesome. You’ll get a text message once you’ve landed in your destination confirming that Easy Roam is now active.

__Heads up!__ Only phones on a monthly plan can be used internationally. If you have a Koodo Prepaid phone, you can only use it in Canada and the U.S.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Don't want to use Easy Roam?</div>
</div>
<div class="content">

If you don't use Easy Roam while travelling, your talk, text and data usage will be charged separately from your regular monthly plan at our standard [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").

To access pay-per-use rates outside the U.S., you'll need to add the __International Voice Roaming__ and __International Data Roaming__ add-ons to your account if you want your phone to work abroad. If you're using Easy Roam while travelling abroad, you don't need to do this.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How to add international pay-per-use add-ons for non-Easy Roam customers</div>
</div>
<div class="content">

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. In the drop-down menu, select __Mobile services__.
3. Select __manage__ beside the Add-ons section.
4. Find __International Voice Roaming ($0/month)__ and select __Add to Plan__ so you can call and text while travelling outside of Canada and the U.S.
5. Select __Submit__ on the next screen. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
6. After you’ve added this, return to __Add-ons__ and add __International Data Roaming ($0)__. This feature won't be available until you complete Step 3. If you don’t want to use data, skip this step. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
7. You're good to go! You can use your Koodo phone while travelling abroad at [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").
  </div>

<div class="collapsible">
  <div class="t-heading-h3">International service provider coverage</div>
</div>
<div class="content">

International service providers may offer different services and their networks may have different frequencies.

In North America, Koodo phones are compatible with HSPA 850/1900 MHZ frequencies or newer. While traveling internationally, Koodo phones are compatible with HSPA 850/900/1800/1900 MHZ frequencies or newer. If the provider within the country doesn't offer the same frequency, your phone might not work on their network.

If the country you're travelling to doesn't have compatible frequency, you could try to rent a phone from a local provider. You can use your Koodo SIM card in the rental phone, access one of our partner companies and be charged with the above roaming rates. [See our PDF list of eligible countries, frequencies and carriers.](https://assets.ctfassets.net/8cecwr1x4jkf/4LXFhimjwcok4pWRX7opfh/ec82c8c4d2d6347da76181f40e05c037/English_Coverage_Maps_Updated_2022_09_30.pdf)

  </div>

 <div class="collapsible">
  <div class="t-heading-h3">Voicemail while Roaming</div>
</div>
<div class="content">

## Calling to check your voicemail

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage (if 24 hour period is not already active)
- Minutes will not be used from your monthly plan

__If you're using pay-per-use roaming:__

- The standard roaming pay-per-use rate will apply for each minute of usage

__Heads up!__ Voicemail notifications may not be available in all travel services areas. 

__Tip: You can avoid the Easy Roam fee by using a landline to call your Voicemail. How?__

1. Dial 10-digit handset number (local). or 1 + 10-digit handset number (if long distance).
2. Press * to interrupt the greeting.
3. Enter password.
4. Follow the voice prompts.

__Note:__ Long distance charges will apply on the landline phone if dialing long distance to retrieve messages.

## Using voicemail and applicable charges

If you are using your Koodo mobile device, in most cases you will be able to access your voicemail as usual. Voicemail is treated like any other call while roaming, and the following charges will apply:

- __Easy Roam:__ Will not use your monthly rate plan's minutes, but will activate the daily Easy Roam fee if you haven't done so already.
- __Pay-per-use:__ If you do not have Easy Roam, calls to voicemail will be subject to the roaming pay-per-use rate for the country you’re calling from.

If you’re not able to access your voicemail from your Koodo mobile device, or if you are calling from a landline:

- Dial your own cell phone number from landline and then press * during greeting.

__OR__

- Dial the Voicemail: access numbers either from your cell phone or landline and follow the voice prompts.

__Set up your voicemail before you leave__

Ensure that you have set up your voicemail before leaving Canada, as you will not be able to do so while traveling. To set up your voicemail, try one of the following:

- From your Koodo mobile device, call your 10-digit number and follow the prompts
- From your Koodo mobile device, speed dial 1 and follow the prompts

__Voicemail notifications may not always work__

In some travel destinations, the voicemail notification on your device may not be available when someone leaves you a message in your voicemail.

  </div>

<div class="collapsible">
  <div class="t-heading-h3">FAQs</div>
</div>
<div class="content">

### 1. When do pay-per-use roaming rates apply?
Pay-per-use applies if: you haven't opted into Easy Roam, and/or you travel to a destination that is not eligible for Easy Roam.

### 2. What happens if I have Easy Roam and I use my phone during a layover? Ex: I am travelling to Asia but have a layover in the U.S.
If you have Easy Roam and you use your phone during your layover, you'll be charged $14/day. If you arrive at your international destination on the same day and you use your phone, you'll also be charged $16/day.

### 3. My Koodo rate plan includes unlimited calling and 2 GB of data per billing cycle. I’m travelling to France next week for two days. What does paying the $16 per day for two days get me?
- You'd be able to make calls to Canada and within France.
- You could use your data exactly how you would at home in Canada, and would have 2 GB available minus whatever you’ve already used in your billing cycle so far. If you're on a Shock-Free® data plan, you'll receive data notifications at 50%, 90% and 100%, after which your data will be blocked. You can choose to top up your data at the domestic rate.

### 4. If I'm on a cruise and I have Easy Roam, can I use my Canadian rate plan?
- No, cruises aren't covered by Easy Roam so you'd be charged the roaming pay-per-use rate.
- Our satellite and cruise ship rates:
  - Voice rate: $7/minute
  - Outgoing text messages: $0.75/SMS
  - Data is not available on cruise ships - customers should discuss Wi-Fi access with their cruise ship provider

### 5. I didn't receive an Easy Roam confirmation message. What should I do?
So, you added Easy Roam before you left Canada. You arrived at your destination but didn't get an Easy Roam confirmation message. Here's what you can to do check if it's been added:
- Text ROAM to 7626
- Double-check if Easy Roam has been added to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account

### 6. Can I cancel Easy Roam?
Yep! You can opt out by: 

- Logging into [Self Serve](https://koodomobile.com/selfserve "Self Serve")
- Select "Mobile Services"
- Select "Manage Add-ons"

### 7. Why your bill might be higher than expected when you return home
Oh no! You've returned home from your trip only to find that your bill was higher than usual. If you added Easy Roam after landing in your travel destination, you might have incurred pay-per-use charges up until that point. Check your usage online on your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to see details about your charges.

### 8. How can I avoid roaming charges when travelling?
When you arrive at your destination, you’ll receive a Welcome SMS notification explaining your roaming options and the rates, if you choose to use your device. This doesn’t mean that you’re being charged for roaming. 

If you want to avoid roaming charges altogether, simply turn __OFF__ data and data roaming in your device settings, and don’t make calls, answer incoming calls, or send outgoing text messages. 

### 9. How can I avoid roaming charges when close to the U.S. border?
If you’re close to the US border, sometimes the signals from a neighbouring U.S. network are stronger than the Koodo network and your device could connect automatically to a U.S. network as if you’re roaming. If this happens, you’ll likely receive a Welcome SMS notification that makes it seem like you’re in the U.S. and might be accidentally billed as roaming. Here are some tips to avoid accidental roaming when close to the border: 

1. __Turn off data roaming__ 
Having data roaming turned off in your mobile device’s settings when close to the U.S. border will help avoid accidental data roaming charges. 

2. __Manually select Koodo as your mobile network operator__
Your device is already set to automatically connect to the Koodo network while in Canada; however, to ensure seamless service while traveling, this setting will also pick up the applicable U.S. network whenever it’s stronger. If you’re consistently connecting to a U.S. network while still in Canada, you can manually select the Koodo network in your mobile device’s Settings to help avoid this.

__NOTE:__ If you opt to manually select the Koodo network, remember that you’ll need to switch back to the automatic network selection setting if you decide to roam in the U.S. or internationally. This will ensure that your service will work. 

### 10. How will I be charged for Easy Roam?

With Easy Roam, you only pay for the days that you choose to use your phone. Easy Roam will activate when you make a call, answer a call, send a text, or use data while travelling. Once activated, the Easy Roam daily rate will be valid each calendar day that you use the service until 11:59pm in the time zone where you are travelling. You won’t be charged on any days that you don’t do any of those actions. 

Incoming texts don’t activate Easy Roam, so you can receive texts without being charged. Using data over Wi-Fi when data roaming is turned off will also not activate the Easy Roam fee. 

### 11. Do I need to add Easy Roam for each trip?

No. Once you add Easy Roam, you can use it for all future trips. 

### 12. What else is included with Easy Roam?

Use the TELUS Health MyCare app to access health support from the U.S. at no extra cost when using Easy Roam

TELUS Health MyCare Travel provides 24/7 access via phone to U.S. registered nurses while in the states. Get advice on non-urgent health concerns and find out if you should seek in-person care. Learn more [here](https://www.telus.com/en/personal-health/my-care/travel?CMP=__health_acq_Travel_helparticle_Koodo_acquisition_download)

### 13. Why can't I send or receive texts on Easy Roam?

It’s likely that your roaming is not turned on in your Settings. Double-check your Cellular Data Options in your phone's settings and make sure that __Data Roaming__ is turned on.  
  </div>

<br><br> __Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Changing your add-ons](https://www.koodomobile.com/en/help/changing-your-add-ons) <br><br>

__Note:__ To protect your privacy, this is an online-only transaction that must be done using Self Serve or Koodo Assist.

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Traveling abroad and want to use your Koodo services? With Easy Roam you can talk, text and surf wherever you go. 

Help_Landing_EasyRoam_ToArticle_Static_Link_May2023

Travel and roaming

Easy Roam®


Is your phone acting a little strange or not working properly? You may be experiencing one of the following issues: overheating, glitching or freezing, app or phone crashing, Bluetooth connectivity issues, or slowing. Try these quick fixes to get back on track.

## 1. Restart your phone
This simple step might just be the answer to your woes. To restart your phone, search __Restart__ in your phone’s [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting) for step-by-step help.

## 2. Reset your phone to factory settings
Sometimes resetting your phone to factory settings can solve your problem. To reset your phone, search __Reset__ in your phone’s interactive tutorials for step-by-step help.

__FYI:__ Resetting your phone to factory settings will delete all personal data from your phone. Make sure to back up all photos, videos and data before you do this. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 3. Update your phone’s software
Sometimes new software updates and features for your phone are released to help fix known issues. Search __Update__ in your phone’s interactive tutorials for step-by-step help.

   __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to a loss of personal data. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 4. Remove the SIM card
This one is quick and simple. Make sure your phone is off before removing and reinserting its SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.

## 5. Remove your phone’s battery
Some phones have removable batteries. Sometimes removing and reinserting the battery can fix certain issues. Just make sure your phone is off before you do this.

## 6. Make a payment arrangement

You might be having issues with your phone because your Koodo account is suspended or on hold because of an overdue bill or because your phone was reported as lost or stolen.

If your account was suspended because of a past-due bill, you can make a payment arrangement, which will restore your services. Your services won’t experience any disruption as long as Koodo receives your payments by the agreed-upon dates.

To restore your phone service after reporting your phone lost or stolen, please reach out to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

---
<br>

- Need extra help? See [our interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

- If you're unable to receive calls and need to speak to a rep, please send us a private message on [Facebook](https://www.facebook.com/Koodo) or ask our [Koodo Community](https://community.koodomobile.com/).

- If the problem you’re experiencing isn’t addressed on this page, you might find your answer on your phone manufacturer’s website.

<br>

__Related help pages:__ 

- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)
- [Security](https://www.koodomobile.com/en/help/security)

Is your phone acting a little strange? Try these quick fixes at home before coming into a Koodo store.

Help_Landing_PhoneTroubleShooting_ToArticle_Static_Link_May2023

Device troubleshooting

Whether you're looking to get a new [plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) that offers more, or to downsize based on your current needs, changing your Koodo rate plan is easy! Just remember that certain promotional plans may require that you meet eligibility criteria, so if you don't see the plan you want as an available option, make sure you read "The Legal Stuff"  located at the bottom of the "Change my plan" page in Self Serve to fully understand the requirements.

Follow the steps below to easily change your rate plan right in Self serve:

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Your current plan will be shown. To change it, select __Change my plan__ and follow the steps.

Woohoo! You’ve changed your rate plan. We’ll send you a confirmation email. The new plan will usually take effect right away, but you might need to wait for up to 15 minutes.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.<br><br>

### How to redeem your special promotion
If you’ve received an SMS, email, phone call, or any other form of communication from Koodo informing you that a special rate plan change offer is available for you, follow these simple steps to redeem it: 

1. Log in to __Self Serve__.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select __Change my plan__. (Here, you may notice that promotional rate plans have been loaded into your account. These special deals will appear at the top of the rate plan list in pink and will be exclusive to you!)
4. To redeem your offer, simply select your preferred plan under __Choose your new plan__, then follow the steps to __check out__. 

Easy peasy!

### Rate plan change eligibility
The following also applies to rate plan change offers/special promotions:

- You can change your rate plan up to three times per billing cycle.
- Your [Self Serve](https://koodomobile.com/selfserve) account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab.
- The availability of rate plans depends on things like your Tab or any special promotions you received when you signed up. Eligible rate plan options can vary over time, depending on what’s available at the time you want to change your plan.
- You might need to pay off your remaining Tab and/or Tab Bonus balance before switching to another rate plan. See our [Tab FAQs](https://www.koodomobile.com/help/everything-you-need-know-about-tab "Tab FAQs") for more information.

If you experience any issues, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will be happy to help you.<br><br>

Making changes to your Koodo rate plan won't impact your Tab balance, as long as the rate plan meets the Tab eligibility requirements.<br><br>

__Enhance your plan with additional features__ 

To see which add-ons are available to you, follow the steps below:

1. Log in to Self Serve.

2. Select the “Self Serve” dropdown menu at the top of the screen, and go to __Mobile services.__

3. Under the phone number to which you'd like to add extra features, select __Manage add-ons.__

4. Check out the amazing add-ons available to you! 

<div id="faq" class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__1. Why did my promotional bill credit get removed?__

Promotional credits, including bill credits, are discretionary and eligibility requirements for credits may vary. Typically, promotional credits are awarded based on the eligibility of the rate plan you activate on. If you change rate plans, or complete a renewal or upgrade, bill credits may be removed. We may check your eligibility from time to time, and if you become ineligible to receive a discount, promotion or benefit for any reason, we may remove it without prior notice.<br><br>

__2. Does changing my rate plan impact my phone number, if I’m new to Koodo?__

Changing your rate plan has no impact on your current phone number. If you’re a new Koodo customer and need to port your number to Koodo, please go to Koodo Assist to get help from our digital rep. 

  </div>

<br><br>__For more information, check out our other articles about plan changes:__

- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) <br>
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone?search_api_views_article_search_fulltext=Keeping%20or%20changing%20your%20plan%20when%20you%20upgrade%20your%20phone)<br>
- [Postpaid province-wide calling](https://www.koodomobile.com/en/help/postpaid-province-wide-calling)
- [Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)
- [Moving from Prepaid to Monthly Postpaid Service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)
- [Endless Data with TELUS](https://www.koodomobile.com/en/help/endless-data-with-telus)

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Want something a little different from your Koodo service? Learn about changing your rate plan here. 

Help_Landing_ChangingYourRatePlan_ToArticle_Static_Link_May2023

Managing mobile services

Upgrading

Changing your mobility rate plan

Understand how your bill works and what you can expect to see on it. This page aims to clarify some of the charges you might see on a bill after purchasing a new phone or changing your rate plan or add-ons. We’ve outlined particular charges on sample bills and offered explanations about why and when they appear below.

__If you’ve transferred your number to Koodo from your previous provider__, don’t be surprised if you see two phone numbers on your bill. All new activations are assigned a phone number. You can choose to keep this number, transfer in an existing number from your previous provider, or change your phone number to something different. When you change your number, such as through a phone number transfer, you’ll see charges for the number assigned to you and for the number you changed it to. Your charges will still be accurate based on the days of service.

You’ll see a breakdown of your monthly charges in your Self Serve account under the “Billing” section. Here you’ll find an ‘Overview’ of the latest charges right on the page, but to see a detailed summary of your bill, you’ll need to select the “Download bill (PDF)” option. Here you’ll find a detailed view of all charges and credits, which include your monthly plan and, if applicable, any overages incurred, monthly __Tab charge__ payments, a list of calls made and received, and more. If you have more than one line on the account, you’ll see the charges for all lines on the same bill.

__Example:__

![New activation - EN 1](//images.ctfassets.net/8cecwr1x4jkf/6OyNW3C0KdOynhNGMTYel9/e8e230a3b7c63db3ff8ff140edbfd8d8/Billing_-_Screenshot_-_New_Activations_-_1__EN_.png)

If you're surprised by the amount on your first monthly bill, the following might help explain the different charges you see...

Billing begins as soon as your service is activated, but your regular monthly bill cycle typically begins a few days later. This means your first bill will include __partial monthly charges__ from the date of activation until the start of your bill cycle, plus charges for your first full month of service.

You’ll only see partial charges any time you change your monthly plan or add-ons. These will be prorated from the date you make the change up to your bill date. In other words, charges are calculated at a cost per day, so you only pay for the days you use a service.

__Example 1:__

![New activation - EN 2](//images.ctfassets.net/8cecwr1x4jkf/1tXruexGrtneyxbcMXslN3/fdb8d06f6a7efd741fdaa8bf9e0c2af6/Billing_-_Screenshot_-_New_Activations_-_2__EN_.png)

__Example 2:__

![New activations - EN 3](//images.ctfassets.net/8cecwr1x4jkf/5CjkjMQRywQlZW8XfX9hU1/c596aa65caaa97442a0d6530ce938b99/Billing_-_Screenshot_-_New_Activations_-_3__EN_.png)

If you activated or upgraded in store you will see a one-time connection fee charge on your first bill. This is the fee you incurred when you activated your line in store - don’t worry, you signed for it! If you made a purchase during a promo period when the connection fee was waived, you’ll see the connection fee on your first bill after the purchase, but it’ll be credited back to you on your second or third bill.<br><br>

<div class="collapsible">
  <div class="t-heading-h3"> Key terms explained </div>
</div>
<div class="content">

__Billing cycle:__ Your billing cycle is assigned at activation. A full bill cycle is the time period from the date of one bill to the date of the next bill. Let’s say your bill date is the 24th of every month, and you activated February 12th. You’re charged for partial use (i.e. partial charges) from the day you activated (February 12th) until your bill date of February 24th, PLUS a month in advance from February 25 to March 24. When you change your rate plan or other services partway through your bill cycle, the bill following this change will have prorated charges for the number of days you had the plan/service within that bill cycle, plus a full month's charge for your next full bill cycle. You’ll get credit for the days you didn’t use your old plan. To see your bill cycle you can go to the Billing & Payments section within Self Serve.

__Prorated charges:__ Partial charges happen when you make changes to your service part-way through your monthly bill cycle, such as adding/removing a feature or add-on, changing your monthly plan, adding an additional line to your account, etc. Your first bill after making such a change will include pro-rated, or partial charges. These charges reflect the period from the date the change was made to until the end of that bill cycle. You'll also see charges for that service for the following full month in advance, because all billing for regular monthly services is paid up-front.

__Add-ons:__ are optional features that can provide additional value on top of your monthly plan. You can add/remove these at any time via Self Serve.

__Bill credits:__ If applicable to you, your __one-time or recurring bill credit__ will be of the value before tax. More information about this is available at [koodo.com/billcredits](https://www.koodomobile.com/en/help/billcredits) 

  </div>

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It’s important to understand how your bill works and what you can expect to see on it, because nobody likes unwanted surprises.

Help_Landing_BillForNewAccountOrAddNewLine_ToArticle_Static_Link_May2023

Billing & payments

Charges on your bill

Your Koodo phone bill after activating

You can easily make a one-time payment through your bank, or with your credit card, Visa Debit or MasterCard Debit card via Self Serve. You'll see your payments right away in your Self Serve account. You can also view your bill details and usage and download your bill.

1. Log in to your [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback) account.
2. Select the __Self Serve__ dropdown menu, then select __Billing__.
3. Select a payment option, then select __Next__. If "Bank" is selected, you‘ll be directed to __add Koodo Mobile as a Bill Payee__.
4. For debit/credit, verify the amount you want to pay, then select __Next__.
5. Enter your card information, then select __Next__.
6. Review your payment and card information. If you’re good to go, select __Pay now__.
7. You’ll see a confirmation page with your updated balance. We’ll also send you an email with this info.

Please note, you also have the option of setting up automatic payments if you haven't already. After logging into Self Serve, go to the __Billing__ section and select __Set up pre-authorized payment__.

### You can also:

- Make a one-time payment through your chequing account.
- Sign up for [pre-authorized payments](https://www.koodomobile.com/help/setting-pre-authorized-payments "pre-authorized payments") (also referred to as auto-pay), so the amount you've been invoiced comes out of your bank account automatically every month.

### __Just so you know__
- If you have many subscribers and more than one bill on your account, you can pay each bill separately.
- The information associated with your credit card must match the information that we've registered under your account.
- We accept payments only through a bank, Canadian credit cards, or Visa Debit or MasterCard Debit cards. If you want to pay with an international card, schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and we'll be happy to help you by registering your card with us.

<div class="collapsible">
 <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__1. Self Serve isn’t showing me my contract with you. Where can I find the end date?__

You can find this information at the top of your Customer Service Agreement: 

1.   From the Self Serve dropdown menu, select __My profile__
2.   Scroll down to __Your service agreements__ and select __Download__

__2. Can I change my billing cycle?__

No, billing cycles can’t be changed.

  </div>

<br><br>__Related help pages:__

- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)
- [Online payment methods](https://www.koodomobile.com/en/help/online-payment-methods)
- [Past due bill](https://www.koodomobile.com/en/help/past-due-bill)

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You can pay your Koodo bill in Self Serve, it's easy! Here's how. 

Help_Landing_PayingYourBillInSelfServe_ToArticle_Static_Link_May2023

Paying your bill

Paying your phone bill in Self Serve

moving-your-number-koodo, changing-your-rate-plan

Learn how to set up physical SIM cards, eSIMs, and eSIM vouchers in Apple and Android phones.

<div class="collapsible">
 <div class="t-heading-h3"> Learn about SIM cards and eSIMs </div>
</div>
<div class="content">

__What’s a SIM card?__

- The Subscriber Identity Module (or SIM, for short) is a way for customers to connect to the Koodo network
- A SIM card can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
- By using both a physical SIM card and an embedded SIM card (eSIM), you can use __two phone numbers on one smartphone__. 
- Both the phone numbers can make and receive voice calls as well as send and receive text messages (SMS) and multimedia messages (MMS). 

__What’s an eSIM?__

- An eSIM is an industry-standard __digital SIM__ that allows you to activate a cellular plan from Koodo without having to use a physical SIM
- Most newer phone models already come with eSIM support. To view the list of eligible models, please see the __“What you’ll need (eligible phone models)”__ table below

__What’s an eSIM voucher?__

An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones. To move one of your phone numbers to an eSIM, purchase an eSIM voucher at your nearest [Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) and complete a SIM swap using Self Serve. 

__How does dual SIM work?__

If a smartphone has a dual SIM, it means that both a physical SIM card and an electronic SIM card (eSIM) are being used on this one device, each with its own phone number. Both the phone numbers can make and receive voice calls and can send and receive text messages (SMS) and multimedia messages (MMS). 

This means you can have up to two phone numbers on one device (for example, you can add a second phone line when travelling internationally).

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What you’ll need </div>
</div>
<div class="content">

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.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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    <th class="tg-0pky">iOS</th>
    <th class="tg-0pky">Android</th>
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<tbody>
  <tr>
    <td class="tg-0pky">iPhone XS, XS Max, XR or newer<br><br>iPhone SE (2nd generation) or newer<br><br>Any eSIM compatible iPad. See apple.com</td>
    <td class="tg-0pky">Google Pixel 3a, 3a XL, 4, 4 XL or newer<br><br>Motorola Edge (2023) and all later Edge models<br><br>Motorola Razr (XT2000-2/Single eSIM only) and all later Razr models<br><br>Huawei P40, P40 pro<br><br>Samsung Galaxy Note20 and Note20 Ultra (January 2022 software update or later)<br><br>Samsung Galaxy S21 5G, Samsung Galaxy S21+ 5G, Samsung Galaxy S21 Ultra 5G (software version ending in BUK8 or later)<br><br>Samsung Galaxy S22 series and all later S models<br><br>Samsung Galaxy Z Flip3 5G and Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Flip4 5G and all later Flip models<br><br>Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Fold4 5G and all later Fold models<br><br>Samsung Galaxy XCover6 Pro</td>
  </tr>
  <tr>
    <td class="tg-0pky">iOS 12.1 or newer</td>
    <td class="tg-0pky">Android 10 or newer</td>
  </tr>
</tbody>
</table>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up an eSIM on Android </div>
</div>
<div class="content">

You can activate your eSIM in either of the following ways:

1. __Android eSIM carrier activation:__ If you selected the eSIM option while purchasing your device, an eSIM will have been assigned to your phone. 

    - On newer devices, all you need to do is turn the device on, and follow the instructions during setup to activate your eSIM and connect to our network.

    - If the eSIM does not download automatically, use the QR code to initiate the download. See How do I download the eSIM using a QR code?

2. You can also purchase a Koodo eSIM voucher at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). <br><br>

__How do I download the eSIM using a QR code?__

If you selected the eSIM option when activating your device, an eSIM will have been assigned to your phone. Make sure your device is connected to Wi-Fi and use the following steps to download the eSIM waiting for you. 

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan QR code

Note that on some devices, after downloading the eSIM, you will need to turn it on in __Settings__ before it will connect to the network. 

![QR code - eSIM page](//images.ctfassets.net/8cecwr1x4jkf/48mGdC59ibP6X8U66MXdoA/dfc4140418abd9015ed4a04edc2a5af7/QR_code.JPG?w=250) <br><br>

__How do I activate the eSIM using a QR code voucher?__

If you purchased an eSIM QR Voucher, you need first to swap eSIM in self-serve, then scan the QR code using the camera app, and follow the steps indicated below:

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan voucher's QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code voucher
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan voucher's QR code

__How do I transfer my existing number to the eSIM on a newer device?__

Most new Android devices come with built-in options to transfer eSIM from one Android to another using on-device options. If you don't see these options on your device, you can swap using an eSIM voucher.

Before you start, make sure your new phone is connected to Wi-Fi. While the steps below cover the most common setup procedures, there might be slight variations depending on your phone model.

__Pixel or Motorola:__

1. Go to __Settings__ on the new device
2. Tap __Network and Internet__
3. Tap __SIMs__
4. Tap __+ Add SIM__ 
5. Tap __Transfer a SIM from another device__
6. Tap to select __Koodo__
7. Tap __Pixel or Android device__ and a QR code will be displayed on this new device
8. Tap __Next__ on the new device and a transfer prompt will be displayed on the old device. 
9. Open the camera on the old device and scan the QR code displaying on the new one. 
10. Tap __Convert & Transfer__ on the new phone. 
11. Enter PIN or scan the fingerprint on the old device to confirm the transfer and the SIM transfer will complete. 
12. Tap __Settings__ on the new device.
13. Tap on the inactive SIM
14. Toggle on __Use SIM__ and tap on __Turn on__.

The new SIM card is now set up and ready to use with your device.

__Samsung:__

1. Go to __Settings__ on the new device
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap __Add eSIM__
5. Tap __Transfer SIM from another device__. The new device will look for any supported Android device nearby that can be used as a source for the SIM transfer.
6. Take the active old device and tap Transfer on its screen when the prompt appears.
7. Enter the verification code displayed on the new device into the active old device.
8. Tap __Transfer__ on the new device
9. Tap __Confirm__ on the old device and the eSIM transfer will begin

__How do I convert a physical SIM to an eSIM on the same phone?__

To convert a physical SIM to an eSIM on the same phone, you need a Samsung that’s been updated to One UI 6.1 or newer:

1. Go to __Settings__
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap on the physical SIM to convert
5. Tap __Convert to eSIM__
6. Tap __Convert eSIM__ to confirm
7. Once the transfer is completed, remove the physical SIM from the phone. 

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up an eSIM on Apple </div>
</div>
<div class="content">

__How do I convert a physical SIM card to an eSIM on the same phone?__

__Existing customers:__

To convert a physical SIM card to an eSIM on the same iPhone using eSIM Quick Transfer, go to: __Settings > Cellular > Tap Convert to eSIM > Tap Convert Cellular Plan__

- Wait for your eSIM to activate. Your previous SIM card is deactivated when the cellular plan on your iPhone activates.
- Remove the physical SIM from your iPhone. Then restart your iPhone.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer
<br><br>

__How do I transfer my existing number to the eSIM on a newer device?__

__Existing customers:__

  1. If you’re upgrading or replacing a device, click [here](https://www.koodomobile.com/en/help/koodo-sim-support).
  2. If you’re transferring a physical SIM card or an eSIM on a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Set Up Cellular or __Add eSIM__ > Tap __Transfer from Nearby iPhone (or iPad).__ Follow the prompts on both devices to complete the transfer.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer on iPhone or iOS 17 or later on iPad.
<br><br>

__New customers:__

You can purchase an eSIM QR voucher in a [Koodo store](https://www.koodomobile.com/en/find-nearest-store) <br><br>

__How do I activate the eSIM using a QR Voucher?__

If you’re activating your eSIM after setting up your phone, you need to purchase an eSIM QR voucher from a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). After you receive your voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:

__Go to:__ Settings > Cellular > Add eSIM> Use QR Code > Scan the QR Code using the Camera App until you see a message that says __“A cellular plan from Koodo is ready to be added to the iPhone"__ > Choose labels for each of your cellular plans > Set your default line

  </div>

<div class="collapsible">
 <div class="t-heading-h3"> How to swap eSIMs </div>
</div>
<div class="content">

You can swap your eSIMs when switching to a new phone or replacing your eSIM-enabled phone in Self Serve. You must be an Owner or Manager on the account, and you’ll need the following:

1. A new Koodo eSIM voucher and its 19-digit SIM number
2. An active phone (on which you’ll be swapping the SIM)

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> FAQ </div>
</div>
<div class="content">

__1. Which rate plans are available for eSIM?__

Any in-market Koodo rate plan (prepaid or postpaid) is available on eSIM. <br><br>

__2. Do I need an active physical SIM in my phone to activate an eSIM?__

Most recent models allow activation of an eSIM without a need for a physical SIM; however, some older ones do require having an active physical SIM first before having an option to add an eSIM. For example, Samsung Galaxy Note20 requires a physical SIM to be active before adding an eSIM. <br><br>

__3. How do I know which line I’m using at any given time?__

Each line is individually labeled to differentiate between numbers. These labels can be customised and may vary depending on the operating system and the active carrier. <br><br>

__4. What happens when I receive a call on my secondary line while I’m on a call on my primary line?__

Both lines can be connected to the network at all times. 

- If you’re on a call using one line, the other line will be on standby. 
- If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.  <br><br>

__5. If both the lines have mobile data, which one can I use and which one will show on my bill?__

Both lines can access mobile data, but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you’ve selected to use as the default at any given time. The default line can be changed in your phone’s settings. <br><br>

__6. I currently have two mobile lines at Koodo on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?__

To move one of your phone numbers to an eSIM, you’ll have to purchase a voucher at a Koodo store and complete a SIM swap in Self Serve. <br><br>

__7. How will I be billed for calls and text messages?__

Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed the amount of voice minutes or messages included in your plan. <br><br>

__8. When travelling, can I use a foreign carrier’s eSIM on my Koodo phone?__

Yes, if available, you can use a foreign carrier’s eSIM plan when traveling to countries outside of Canada, if their network is compatible with your phone. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM. <br><br>

__9. How will I be billed for my eSIM if I roam abroad?__

Roaming rates and services are billed according to your rate plan. For more details on how you’ll be billed when roaming, check out our Pay-per-use [rates](https://www.koodomobile.com/en/payperuse). <br><br>

__10. Can I activate an eSIM from another carrier on my Koodo smartphone?__

Yes, Koodo customers can activate an eSIM from another carrier on their Koodo eSIM-capable phone. The other carrier must support eSIM functionality on the phone. <br><br>

__11. Can I delete my eSIM profile?__

Yes, you can delete your eSIM profile, but please note that deleting your eSIM profile isn't the same as cancelling the line on the network, so you’ll continue to be billed.

To proceed with deleting your profile, go to your phone’s network/cellular settings and locate the line (eSIM profile) you want to delete. <br><br>

__12. If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?__

No, an eSIM voucher can be used and scanned __only once__. 

__Note:__ Koodo is not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-Koodo eSIM. If your phone’s eSIM line is currently active through a carrier other than Koodo, you’re responsible for the following:

1. Obtaining and activating a new eSIM card from the carrier
2. Any charges that your carrier may apply for a replacement eSIM card <br><br>

__13. Do I need a Wi-Fi network to activate my eSIM?__

Yes, to activate an eSIM you’ll need a Wi-Fi or cellular connection.

  </div>

<br><br>__Related help pages:__
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)
- [Prepaid SIM cards](https://www.koodomobile.com/en/help/prepaid-sim-cards)

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An eSIM is an embedded SIM. Like a physical SIM card, an eSIM from Koodo allows you to connect to the Koodo mobile network. An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones.

eSIM and eSIM Vouchers

Everyone wants to keep their phone safe! As of November 11, 2021, the Koodo Phone Protection Plan is replaced by Device Care Complete. The Koodo Phone Protection Plan is no longer available. You can find out more about Device Care Complete [here](https://www.koodomobile.com/en/help/device-care-complete).

### Where can I find more information on the Koodo Protection Plan?

You can find the most up to date details about our protection plan including; what is covered, an explanation of charges, and the full Ts & Cs [here](https://www.phoneclaim.com/koodo/terms-and-conditions/ "here").

### How can I make a service request with the Koodo Protection Plan?

You can make a service request [here](https://www.phoneclaim.com/koodo/ "here").

### Is a protection plan different to a warranty?

All new Koodo phones come with a manufacturer's warranty, however, a warranty covers less than a protection plan. You can find out more about warranties [here](https://www.koodomobile.com/help/warranty-and-repair-policy "here").

### How can I activate the Koodo Protection Plan?

As of November 11, 2021, the Koodo Phone Protection Plan is replaced by Device Care Complete. The Koodo Phone Protection Plan is no longer available. You can find out more about Device Care Complete [here](https://www.koodomobile.com/en/help/device-care-complete).

### How can I remove the Koodo Protection Plan?

You can end your protection plan at any time. If you choose to end your plan then your phone will no longer be covered. You can cancel your plan by logging into [Self Serve](http://koodo.com/selfserve) or by [contacting us](https://www.koodomobile.com/en/help).

### What if I have an Embedded SIM (eSIM) phone? 
You’ll be given a new Koodo eSIM voucher along with the replacement phone. Unfortunately Koodo won’t be able to take care of any information that gets lost through an eSIM wipe from a non-Koodo carrier. 

If you have an eSIM line active with a carrier other than Koodo, you’ll need to contact that carrier to have the eSIM swapped.

__Note:__ Wiping the eSIM download from the phone does not deactivate the phone plan.


Want to make sure your shiny new phone is extra safe? Check out the Koodo phone protection plan. 

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Need to check Koodo's warranty and repair policy? Get all the information you need here. 

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Plans can be changed up to 3 times per billing cycle.

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You can also add Easy Roam through Koodo Assist by typing #AddEasyRoam, or by texting ROAM to 7626

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Koodo Assist can help with all things Koodo and will provide an official answer to questions about your service, rate plan, e-bills, and much more. If additional support is still needed, it will help you book a callback with a rep.

Hint: Try typing key words or short sentences like: "bill," "data usage," "refer-a-friend," "how do I change my plan?"

Internet

Most changes to your Koodo account can be done for free via Self Serve. If you prefer to have a representative make these account changes for you, service fees may apply.

To protect your privacy, these transactions can't be done over the phone with the help of a representative and must be done online.

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