Learn about the “Buy now, pay later” alert feature, its benefits, and how it works.

<div class="collapsible">
  <div class="t-heading-h3"> What are the benefits of these alerts? </div>
</div>
<div class="content">

The “Buy now, pay later” alerts are an extension of our existing __Transaction Monitoring__ feature, which can track your transactions on all linked financial accounts and alert you if it detects purchases, transactions, cash withdrawals in large amounts, or any other unusual activity in the following accounts:

1. Checking accounts
2. Credit card accounts
3. Savings accounts
4. Loan accounts
5. Investment accounts

Soon, it’ll also be able to track payments to ‘Buy now, pay later’ lenders. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> When will the ‘Buy now, pay later’ feature be available? </div>
</div>
<div class="content">

The new ‘Buy now, pay later’ alert feature was launched on June 15, 2023. The alerts are already available in both the MyNorton portal and the Identity app.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Which Online Security plan will include this feature? </div>
</div>
<div class="content">

Customers who have the Online Security Ultimate plan will be able to use this feature.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How does the alert work? </div>
</div>
<div class="content">

__Alert__

If a new payment plan is detected as part of your monitored transactions, you’ll get an alert with information about the lender, date, transaction amount, and spending category.<br><br>

__Alert recognized__

For each alert, you’ll be asked to verify whether you recognize the transaction or not. If it is recognized, we’ll save the alert as “recognized” and allow you to go back and see the additional alert details when needed.<br><br>

__Alert not recognized__

If the transaction is not recognized, we’ll save the alert as such and allow you to go back and see the additional alert details when needed. We’ll also encourage you to reach out to the lender and/or your preferred bank to dispute or clarify the transaction.<br><br>

__Alert on the Identity app__

The alert details seen on the web apply to the mobile view within the Identity app as well. If you recognize the alert and select "Yes," we’ll mark the alert as resolved. If you don’t recognize the alert and select "No," we’ll suggest next steps to resolve the issue.
  </div>

Keeping your info safe

Online Security

“Buy now, pay later” alerts in Online Security

__Note:__ This article applies to the following plans only: 

- __Online Security Standard__
- __Online Security Complete__
- __Online Security Ultimate__

Want to know which expenses we can help with if someone steals your identity? Read on to learn what you’re covered for under your Online Security plan.<br><br>

## Examples of qualified identity expenses

If you become a victim of identity theft, the Identity Theft Reimbursement Coverage is here to help. 

Your Online Security plan can help cover your costs up to your plan's limit<sup>†††</sup> for the following:

- Lawyers to fix your identity records 
- Investigators to track down what happened 
- Accountants to sort out any financial issues

Just remember, there are some rules about what's covered. But don't worry - we'll explain everything if you need us!

Here are some examples of expenses you might have as result of amending or rectifying records due to identity theft:

- Costs of notarizing affidavits and travel
- Actual lost base wages taken off work
- Child or elderly care costs
- Replacement of identification cards, drivers licenses, and passports
- Legal costs
- Accounting costs, and many more

__Note:__ You can find detailed coverage information in the [Summary of Benefits under Insurance Coverage](https://www.nortonlifelock.com/content/dam/nortonlifelock/docs/other-resources/identity-fraud-financial-reimbursement-canada-en.pdf)

†††: __Your Identity Theft Coverage limits:__

- __Basic Plus:__ up to $25,000 
- __Premium:__ up to $100,000 
- __Premium Plus:__ up to $1 Million

This insurance is provided by BOXX through LifeLock. Want to know exactly what's covered? Check out our Insurance Coverage Summary for Canada [here](https://www.nortonlifelock.com/content/dam/nortonlifelock/docs/other-resources/identity-fraud-financial-reimbursement-canada-en.pdf).

__Note:__ Coverage and expert services may vary by location.

What are qualified identity expenses?

This guide is for Koodo customers with: 
- __Online Security Standard__ 
- __Online Security Complete__ 
- __Online Security Ultimate__

Think your identity has been stolen? Contact a Norton support agent right away - they're trained to help you through this.

<div class="collapsible">
  <div class="t-heading-h3"> How to contact a Norton Member Services & Support Agent </div>
</div>
<div class="content">

You can reach an identity theft specialist in two ways:

1. Submit a ticket at [norton.com/telus](http://www.norton.com/telus), or

2. Call 1-844-388-0386 (Canadian toll-free, 24/7 support)

If it’s confirmed that you’re a victim of identity theft, here’s what to expect next from Norton:

1. An Identity Restoration Specialist will be dedicated to your case from start to finish to help restore your identity.

2. We'll reimburse ID theft-related expenses that you qualify for, up to your plan's limit. If lawyers and experts are needed to help resolve your case*, they’ll also be provided and costs will be covered up to your plan’s limit.<br><br>

*: __Identity Theft Coverage limits:__

- __Basic Plus:__ up to $25,000 
- __Premium:__ up to $100,000 
- __Premium Plus:__ up to $1 Million

This insurance is provided by BOXX through LifeLock. Want to know exactly what's covered? Check out our Insurance Coverage Summary for Canada [here](https://www.nortonlifelock.com/content/dam/nortonlifelock/docs/other-resources/identity-fraud-financial-reimbursement-canada-en.pdf).

__Note:__ Coverage and expert services may vary by location.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to proactively protect your info </div>
</div>
<div class="content">

If your info has been compromised, here’s what you can do to stop any further problems:

1. File a police report within 24 hours of the incident

2. Contact the issuers of your credit/debit cards to report loss and request replacement cards

3. If your Social Insurance Number has been lost, stolen or compromised, you may want to place fraud alerts with both credit bureaus

To place a fraud alert, please call these toll-free numbers:

- Equifax: 1-899-465-7166
- Transunion: 1-800-663-9980
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Tips for replacing your stolen information </div>
</div>
<div class="content">

1. __SIN card:__ Service Canada won’t replace your SIN card. You must contact your local Service Canada Office to request a Confirmation of SIN letter.

2. __Confirmation of SIN letter:__ Applications for a Confirmation of SIN letter can be found online at the [Service Canada official website](https://www.canada.ca/en/employment-social-development/corporate/portfolio/service-canada.html).

3. __Passport:__ If you're in Canada, call 1-866-255-7655 for a passport replacement. If you’re outside Canada, contact the nearest Government of Canada office abroad.

Just remember, while we're here to help, no one can prevent all cyber crime or identity theft.
  </div>

What to do if you suspect identity theft

Your privacy matters to us. That's why we've teamed up with Norton<sup>™️</sup> to keep your personal info secure. They use top-notch security measures to protect your data.

If you're an Online Security customer, read on to learn more about how we guard your info.<br><br>

## How Norton<sup>™️</sup> keeps your info secure

Norton<sup>™️</sup> keeps your info safe in three major areas:

__Physically:__ Think locked doors and cabinets. You’ll need special passes to get into their buildings.

__Technically:__ They use super-strong internet security and special codes to keep sneaky intruders out.

__Organizationally:__ Everyone at Norton<sup>™️</sup> is trained on and aware of how to protect your info.

To get all the details on how they collect and handle your personal info, check out the [NortonLifeLock<sup>™️</sup> Global Privacy Statement](https://www.nortonlifelock.com/us/en/privacy/global-privacy-statement/). 


How to keep your personal information safe

<div class="collapsible">
  <div class="t-heading-h3"> What is the Online Security Standard plan? </div>
</div>
<div class="content">

Online Security Standard featuring Norton™ 360 with LifeLock Basic Plus includes security and privacy benefits for __up to 3 devices__ and the following key features:

1. __Dark Web Monitoring__ (for 1 individual): continuously patrols the hard-to-find websites and forums ("the dark web”) for use of your personal information, including email addresses and phone numbers. It notifies you if your information is found and gives you steps you can take to help protect your information.

2. __One-Bureau Credit Monitoring*:__ monitors key changes to your credit file at a leading credit bureau and alerts you to any fraud.

3. __Annual One-Bureau Credit Report and Score*^:__ gives you online access to pull your credit score and report once annually.

4. __Full-Service Identity Restoration:__ assigns an Identity Restoration Specialist to your case if you become a victim of identity theft

5. __Identify Theft Reimbursement Coverage:__ Reimburses you for personal expenses that you qualify for, including coverage for lawyers and experts, up to $25,000.<sup>†††</sup>  <br><br>

__Want to get Online Security Standard?__ 

Get it [here](http://www.koodomobile.com/en/shop/subscriptions/online-security) or compare plans below.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What is the Online Security Complete plan? </div>
</div>
<div class="content">

Online Security Complete featuring Norton™ 360 with LifeLock™ Premium includes security and privacy benefits for __up to 10 devices__ and the following key features:

1. __Dark Web Monitoring__ (for 1 individual): continuously patrols the hard-to-find websites and forums ("the dark web”) for use of your personal information, including email addresses and phone numbers. It notifies you if your information is found and gives you steps you can take to help protect your information.

2. __Social Media Monitoring**:__ monitors your linked accounts and notifies you of any suspicious activity, like changes to your account settings, risky links, or inappropriate content.

3. __One-Bureau Credit Monitoring*:__ monitors key changes to your credit file at a leading credit bureau and alerts you to any fraud.

4. __One-Bureau Credit Score Trend*^:__  helps you identify important changes and how your credit score is trending over time.

5. __Daily One-Bureau On-Demand Credit Report and Score*^:__ gives you online access to pull your credit score and report daily.

6. __Full-Service Identity Restoration:__ assigns an Identity Restoration Specialist to your case if you become a victim of identity theft.

7. __Identify Theft Reimbursement Coverage:__ Reimburses you for personal expenses that you qualify for, including coverage for lawyers and experts, up to $100,000.<sup>†††</sup>  <br><br>

__Want to get Online Security Complete?__

Get it [here](http://www.koodomobile.com/en/shop/subscriptions/online-security) or compare plans below.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What is the Online Security Ultimate plan? </div>
</div>
<div class="content">

Online Security Ultimate featuring Norton™ 360 with LifeLock™ Premium includes security and privacy benefits for __up to 20 devices__ and the following key features:

1. __Dark Web Monitoring__ (for 1 individual): continuously patrols the hard-to-find websites and forums ("the dark web”) for use of your personal information, including email addresses and phone numbers. It notifies you if your information is found and gives you steps you can take to help protect your information.

2. __Social Media Monitoring**:__ monitors your linked accounts and notifies you of any suspicious activity, like changes to your account settings, risky links, or inappropriate content.

3. __Two-Bureau Credit Monitoring*:__ tracks key changes to your credit file at two leading credit bureaus and alerts you to any fraud.

4. __One-Bureau Credit Score Trend*^:__ helps you identify important changes and track how your credit score is trending over time.

5. __Daily One-Bureau On-Demand Credit Report and Score*^:__ gives you online access to pull your credit score and report daily.

6. __Full-Service Identity Restoration:__ assigns an Identity Restoration Specialist to your case if you become a victim of identity theft

7. __Stolen Wallet Assist:__ If your wallet is lost or stolen, we’ll walk you through how to cancel or replace credit cards, driver’s licences, and more.

8. __Identify Theft Reimbursement Coverage:__ Reimburses you for personal expenses that you qualify for, including coverage for lawyers and experts, up to $1 million.<sup>†††</sup>  <br><br>

__Want to get Online Security Ultimate?__

Get it [here](http://www.koodomobile.com/en/shop/subscriptions/online-security) or compare plans below.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What are the differences between the Online Security plans? </div>
</div>
<div class="content">

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<table class="tg"><thead>
  <tr>
    <th class="tg-l5dx">Feature</th>
    <th class="tg-l5dx">Online Security Standard</th>
    <th class="tg-l5dx">Online Security Complete</th>
    <th class="tg-l5dx">Online Security Ultimate</th>
  </tr></thead>
<tbody>
  <tr>
    <td class="tg-qwza">Includes PC, Mac, iOS and Android</td>
    <td class="tg-qwza">Up to 3 devices</td>
    <td class="tg-qwza">Up to 10 devices</td>
    <td class="tg-qwza">Up to 20 devices</td>
  </tr>
  <tr>
    <td class="tg-qwza">Device Security</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Password Manager</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Secure VPN</td>
    <td class="tg-qwza">Up to 3 devices</td>
    <td class="tg-qwza">Up to 10 devices</td>
    <td class="tg-qwza">Up to 20 devices</td>
  </tr>
  <tr>
    <td class="tg-qwza">Dark Web Monitoring**</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Social Media Monitoring***</td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Bank &amp; credit card activity alerts†</td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Investment account activity alerts†<br></td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Credit Monitoring* alerts</td>
    <td class="tg-qwza">1-Bureau</td>
    <td class="tg-qwza">1-Bureau</td>
    <td class="tg-qwza">2-Bureau</td>
  </tr>
  <tr>
    <td class="tg-qwza">One-Bureau Credit Report and Score*^</td>
    <td class="tg-qwza">Monthly on-demand</td>
    <td class="tg-qwza">Daily on-demand</td>
    <td class="tg-qwza">Daily on-demand</td>
  </tr>
  <tr>
    <td class="tg-qwza">One-Bureau Credit Score Trend*^</td>
    <td class="tg-qwza"></td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Full-Service Identity Restoration</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Identity Theft Reimbursement Coverage†††<br><br>Coverage for lawyers and experts<br><br>Personal expense reimbursement</td>
    <td class="tg-qwza">Up to $25K</td>
    <td class="tg-qwza">Up to $100K</td>
    <td class="tg-qwza">Up to $1M</td>
  </tr>
  <tr>
    <td class="tg-qwza">Private browser</td>
    <td class="tg-x0wo"></td>
    <td class="tg-qwza">✓</td>
    <td class="tg-qwza">✓</td>
  </tr>
  <tr>
    <td class="tg-qwza">Stolen funds</td>
    <td class="tg-x0wo"></td>
    <td class="tg-qwza">Up to $25,000</td>
    <td class="tg-qwza">Up to $25,000</td>
  </tr>
</tbody></table>

Not all products, services, and features are available on all devices or operating systems. Check out the system requirements on [norton.com](http://norton.com).

Just remember, while we're here to help, no one can prevent all cyber crime or identity theft.
  </div>

<br><br> __Footnotes:__

*: If your plan comes with credit features like reports, scores, and/or monitoring, we need two things from you: 

1. Your identity must be successfully verified with TransUnion

2. Next, TransUnion or Equifax must be able to find your credit file with enough credit history information. 

Without these requirements, you won’t get credit features from the bureaus.

__Heads up!__ It might take a few days for the credit monitoring to take effect after you're successfully enrolled.<br><br>

**: Dark Web Monitoring in the Norton 360 Basic plan (without LifeLock) defaults to monitor your email address only. Log in to your My Norton account to enter more information for monitoring purposes.<br><br>

***: Does not include monitoring of chats or direct messages. May not identify all cyberbullying, explicit or illegal content or hate speech. Social Media Monitoring is only available on Facebook, Instagram, LinkedIn, Twitter, and YouTube. On Facebook, Instagram and LinkedIn only account takeover features are available. Reimbursement does not apply to identity theft loss resulting, directly or indirectly, from phishing or scams.<br><br> 

†: LifeLock does not monitor all transactions at all businesses.<br><br>

†††: Your Identity Theft Coverage limits:

- __Basic Plus:__ up to $25,000 
- __Premium:__ up to $100,000 
- __Premium Plus:__ up to $1 Million

This insurance is provided by BOXX through LifeLock. Want to know exactly what's covered? Check out our Insurance Coverage Summary for Canada here.

__Note:__ Coverage and expert services may vary by location.<br><br>

^: CreditVision credit score is based on TransUnion data. Different companies might check different credit scores to decide if they can trust you with credit.

Getting online security

Online Security plans: Standard, Complete, and Ultimate

Learn how to upgrade your plan if you're an existing Online Security customer.

## Steps to upgrade your plan

1. Log in to [Self Serve](http://koodo.com/selfserve).

   __Note:__ What you see in your Koodo account will vary depending on your subscription or plan.<br><br>

2. Navigate to the __Manage__ section of “Online Security” or “Manage your subscriptions.”<br><br>

3. Choose __Change your plan__ or __Switch to this plan__.<br><br>

4. Follow the step-by-step instructions.<br><br>

You’ll receive an enrollment email with the instructions to activate your new plan in order to receive your benefits.


Managing your online security plan

How to upgrade your Online Security plan

Learn how to get your Norton products up and running smoothly. We’ll walk you through the set up process, help you fix any issues, and share tips for keeping your personal info and privacy protected.

__VPN restrictions:__

Some streaming services block VPNs because they want to control where their shows can be watched. If you're using Norton Secure VPN, you might need to turn it off to stream.

<div class="collapsible">
  <div class="t-heading-h3"> How to download and install Norton products </div>
</div>
<div class="content">

Check out the [Norton support site](https://support.norton.com/sp/en/ca/home/current/help-center?layouttype=SOS&partnerid=1010530&puid=160742) for help with any of the following:

- downloading and installing Norton products
- protecting and fixing your devices
- protecting your identity with Norton Dark Web Monitoring
- protecting your online presence with Norton Secure VPN
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to contact Norton </div>
</div>
<div class="content">

To contact a Norton representative directly, please go to [Norton Contact](https://www.norton.com/telus) for chat or phone support.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to transfer your Norton license to a new device </div>
</div>
<div class="content">

1. Re-download and install Norton on your new computer.

2. In the main screen, click __Activate Now__.

3. Click __Next__.

4. In the __My service PIN__ field, type the PIN number that is provided to you by your service provider.

5. If prompted, enter a computer name.

6. Click __Activate__.

7. You’ll see the option to either purchase a new license or transfer a license.

8. Under __Transfer a License__, find the name of the computer from where you want to transfer the license, and then click __Deactivate__.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to fix issues opening Norton device security </div>
</div>
<div class="content">

To troubleshoot opening Norton on [Windows](https://support.norton.com/sp/en/ca/norton-360-standard/current/solutions/v64233471?abproduct=norton-360-standard&abversion=22.0&entsrc=help&inid=hho_supp_htm_n360LifeLock-cur-sos-protectdevice-01-v64233471&ispid=1010530&layouttype=sos&partnerid=1010530&puid=6752) or [Mac](https://support.norton.com/sp/en/ca/norton-360-standard/current/solutions/v105332768?abproduct=norton-360-standard&abversion=22.0&entsrc=help&inid=hho_supp_htm_n360LifeLock-cur-sos-protectdevice-05-v105332768&ispid=1010530&layouttype=sos&partnerid=1010530&puid=6752), please visit the [Norton website](https://support.norton.com/sp/en/ca/norton-360-standard/current/info?abproduct=norton-360-standard&abversion=22.0&entsrc=help&layouttype=sos&partnerid=1010530&puid=6752#tab1).
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to address the "You are at risk" alert </div>
</div>
<div class="content">

To understand what may be causing the “You are at risk alert,” please visit the [Norton website](https://support.norton.com/sp/en/ca/norton-360-standard/current/solutions/v119294825?abproduct=norton-360-standard&abversion=22.0&entsrc=help&inid=hho_supp_htm_n360LifeLock-cur-sos-protectdevice-02-v119294825&ispid=1010530&layouttype=sos&partnerid=1010530&puid=6752).
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to fix connection issues to the Norton server </div>
</div>
<div class="content">  

To troubleshoot issues connecting to the Norton server, please visit the [Norton website](https://support.norton.com/sp/en/ca/norton-360-standard/current/solutions/v113839121?abproduct=norton-360-standard&abversion=22.0&entsrc=help&inid=hho_supp_htm_n360LifeLock-cur-sos-protectdevice-06-v113839121&ispid=1010530&layouttype=sos&partnerid=1010530&puid=6752).
  </div>

Troubleshooting online security

How to download, install, and troubleshoot Online Security

__Note:__ This article applies to the following plans only:

- __Online Security Standard__
- __Online Security Complete__
- __Online Security Ultimate__

<div class="collapsible">
  <div class="t-heading-h3"> What are Credit Bureau Monitoring alerts? </div>
</div>
<div class="content">

Credit Bureau Monitoring alerts are based on key changes to your credit file and can be triggered by the following: 

- a name change 
- an address change
- credit report inquiries
- new accounts opened in your name
- activity on dormant accounts 
- activity on accounts turned over for collections

If you suspect that an alert is due to fraud, please contact __NortonLifelock Member Services & Support Agents__ for 24/7 customer support.

__Note:__ If your plan comes with credit features like reports, scores, and/or monitoring, we need two things from you: 

1. Your identity must be successfully verified with TransUnion

2. Next, TransUnion or Equifax must be able to find your credit file with enough credit history information. 

Without these requirements, you won’t get credit features from the bureaus. 

__Heads up!__ It might take a few days for the credit monitoring to take effect after you're successfully enrolled.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I enroll in credit monitoring? </div>
</div>
<div class="content">

There are 2 ways you can complete your credit monitoring enrollment:

1. Log in to [My Norton](https://my.norton.com/partnerview/home?puid=6752) and navigate to __ID Theft Protection__ on the main dashboard. 

2. Under __Credit Score and Financial Transactions__, enter your personal information, then follow the rest of the step-by-step instructions.

3. You’ll receive a confirmation message when you’ve successfully set it up.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I learn more about my credit report? </div>
</div>
<div class="content">

Customers with the following plans will have access to their credit reports from TransUnion:

- __Online Security Standard__
- __Online Security Complete__
- __Online Security Ultimate__ 

Knowing your credit history is important because it can affect your chances of getting loans or credit cards.

__Note:__ With __Online Security Standard__ you can pull your credit score and report^ once a year, compared to __Online Security Complete__ and __Ultimate__, which allow you to pull it once a day.

__Note:__ If your plan comes with credit features like reports, scores, and/or monitoring, we need two things from you: 

1. Your identity must be successfully verified with TransUnion

2. Next, TransUnion or Equifax must be able to find your credit file with enough credit history information. 

Without these requirements, you won’t get credit features from the bureaus. 

__Heads up!__ It might take a few days for the credit monitoring to take effect after you're successfully enrolled.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Where does my credit score come from? </div>
</div>
<div class="content">

Here are factors that affect your credit score:

- Payment history, such as late payments

- Delinquencies and public records (e.g. bankruptcies, judgements, etc.)

- Balance to limit ratio (owing too much)

- Length and history of credit accounts (the longer the better)

- Too many new accounts (opening accounts in a short period of time)

Your score is based on a credit score model from CreditVision provided by TransUnion^.

__Pro Tip:__ Want to keep a closer eye on your credit? Upgrade to __Online Security Complete__ or __Ultimate__ and use the __One Bureau Credit Score Trend__ feature. It helps you spot important changes and see how your credit's doing over time. Just remember, while we're here to help, no one can prevent all cybercrime or identity theft.
  </div>

__Footnote:__

^A CreditVision credit score is based on TransUnion data. Different companies might check different credit scores to decide if they can trust you with credit.

Using online security features

All about credit monitoring, reports, and scores

To monitor your social media accounts for any suspicious activity, turn on the Social Media Monitoring feature in your Online Security plan (available on ‘Complete’ and ‘Ultimate’ plans). 

Once you link your Norton account with your social media accounts, like Facebook, Instagram, Twitter, YouTube, Snapchat, TikTok, and LinkedIn, you’ll be notified of things like changes to your account settings, risky links, or inappropriate content.

<div class="collapsible">
  <div class="t-heading-h3"> What else does Social Media Monitoring do? </div>
</div>
<div class="content">

1. __Protects against account takeover:__ Notifies you if your account may have been compromised, including suspicious posts and changes to account settings (Facebook, Instagram and LinkedIn)

2. __Protects against risky online activity:__ Notifies you of potentially risky links, including scam or hacking attempts, phishing attempts, and malware links in your account feeds.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to link social media accounts for monitoring </div>
</div>
<div class="content">

1. Download and open the __Norton Identity__ app on your mobile device, or log into [My Norton](https://my.norton.com/) from your desktop browser. 

   - On Mobile: Go to __Identity__. 

2. Then go to __Monitored Info__ and scroll down to find the __Social Media Accounts__ header 

   - On Norton Portal: Go to __ID Theft Protection > Monitored Info > Social Media Monitoring__ option.

4. Choose __Add__ to link your social media accounts. This step must be repeated separately for each social media platform you want to link.

5. Follow the instructions to complete the authentication process.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Check your social media safety reports </div>
</div>
<div class="content">

When you link a social media account, Norton performs a scan to identify posts and comments that relate to cyberbullying, hate speech, drugs, violence or any other explicit content.

The results of this scan, also called __Baseline Reports and New Alerts__, can both be found under the “Alerts” section of your Norton app or portal. 

Choose __Alert__ in your inbox section to get more information about alert details, links to social media content, and remediation steps.

How to set up Social Media Monitoring

The dark web is a hidden layer of the internet that normal search engines can’t reach. This is where cyber criminals find and sell information.

Dark Web Monitoring keeps an eye out for your personal info in unsafe corners of the internet. If it spots anything, it lets you know right away.

<div class="collapsible">
  <div class="t-heading-h3"> How does Dark Web Monitoring work? </div>
</div>
<div class="content">

Dark Web Monitoring continuously monitors __hard-to-find, anonymous websites and forums__ (“the dark web”) for use of your personal information, including email addresses and passwords, and sends you alerts to let you know which steps you can take to protect your information.

Online Security customers are entitled to Dark Web Monitoring for  one person. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> After I enroll, what are the next steps? </div>
</div>
<div class="content">

After you've enrolled in Dark Web Monitoring and finished entering your info, like your bank account or credit card numbers, here's what happens next: 

1. We'll scan the dark web for any trace of your personal info (like bank or credit card numbers).

2. If we find anything, you'll get an email alert. 

__Tips:__

- You can also check alerts in your My Norton account under __Dark Web Monitoring__

- To learn more, check out the article on [Norton Dark Web Monitoring](https://support.norton.com/sp/en/ca/home/current/help-center?layouttype=SOS&partnerid=1010530&puid=160742)

- To get instant alerts and manage your protection on the go, get the Lifelock for Norton 360 app on your phone.<br><br>

__How will I know that my personal information is safe?__

Securing your personal data is important to us. Here’s how Norton helps us do that:

- They use super-strong encryption (that's tech-speak for "really good locks") 

- They're always on the lookout for sneaky cyber-attacks 

- They regularly check their systems for any weak spots and fix them fast

Want to know more about what info we collect and how we use it? Check out the [LifeLock Privacy Policy](https://www.lifelock.com/legal/privacy/) page. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Steps to set up Dark Web Monitoring on your mobile device </div>
</div>
<div class="content">

1. If you haven’t yet, please install the Norton 360 app for either [iOS](https://apps.apple.com/us/app/norton-360-mobile-security/id1278474169) or [Android](https://play.google.com/store/apps/details?id=com.symantec.mobilesecurity&hl=en_CA&gl=US).

2. Open the Norton 360 app and log in using your My Norton username and password.

3. Navigate to and open __ID Theft Protection__.

4. Choose __More__, open __Dashboard__, and scroll down to __Help Protect Your Identity__. From here, you can you can enter the following personal information for dark web monitoring purposes:

- Your driver's license
- Your mother’s maiden name
- Up to 5 phone numbers
- Up to 5 addresses
- Up to 5 email addresses
- Up to 5 insurance policies (e.g. provincial health card, life insurance policy)
- Up to 10 bank accounts
- Up to 10 credit cards

__Good news!__ When you first input your personal information, Dark Web Monitoring will do a quick check to see if any of your personal info has ever shown up on the dark web.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up Dark Web Monitoring on your desktop or laptop </div>
</div>
<div class="content">

1. Log in to My Norton

2. Navigate to and open __ID Theft Protection__.

3. Choose __Monitored Info__ and enter the following personal information for dark web monitoring purposes:

- Your driver's license
- Your mother’s maiden name
- Up to 5 phone numbers
- Up to 5 addresses
- Up to 5 email addresses
- Up to 5 insurance policies (e.g. provincial health card, life insurance policy)
- Up to 10 bank accounts
- Up to 10 credit cards

__Good news!__ When you first input your personal information, Dark Web Monitoring will do a quick check to see if any of your personal info has ever shown up on the dark web.


How to enroll in Dark Web Monitoring

It’s important to keep all your login info safe. Passwords written on a sticky note or the same password used for every account could make your personal information easier to steal.

Norton Password Manager gives you a super-secure online safe just for you. Use it to create, save, and manage all your passwords, credit card info, and other important stuff. Don't worry - it's all locked up tight in the cloud.

<div class="collapsible">
  <div class="t-heading-h3"> Setting up Norton Password Manager on your mobile device </div>
</div>
<div class="content">

1. If you haven’t yet, please install the Norton Password Manager app for either [iOS](https://apps.apple.com/us/app/norton-password-manager/id504750161) or [Android](https://play.google.com/store/apps/details?id=com.symantec.mobile.idsafe&hl=en_CA&gl=US).

2. Open the Norton Password Manager app and log in using your My Norton username and password.

3. Follow the instructions to set up your password vault.

__Tip:__ Have your usernames and passwords handy to input them into your password vault.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Steps to set up Norton Password on your desktop or laptop </div>
</div>
<div class="content">

1. On your desktop or laptop, open any web browser and log in to My Norton.

2. Navigate to __Password Management__, choose __Get Started__ and follow the instructions to set up your password vault.

__Tip:__ Password Manager is also available as a Google Chrome Extension, which can be used on a desktop device.
  </div>

How to use Norton Password Manager

To stop cybercriminals from seeing your sensitive info, activate the __VPN__ feature in your Online Security plan. It turns your online info into a secret code that only you can unlock. That way, nobody can peek at your private stuff while you browse, shop, or bank online. 

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

Some streaming services block VPNs because they want to control where their shows can be watched. If you're using Norton Secure VPN, you might need to turn it off to stream.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up Norton Secure VPN on your mobile device </div>
</div>
<div class="content">

1. Download the Norton 360 app for either [iOS](https://apps.apple.com/us/app/norton-360-mobile-security/id1278474169) or [Android](https://play.google.com/store/apps/details?id=com.symantec.mobilesecurity&hl=en_CA&gl=US).

2. Open the Norton 360 app and log in with your My Norton login information.

3. Open __VPN__ on the Norton 360 app and choose __Set Up Now__.

4. Follow the instructions on your mobile device to set up VPN under the system preferences.

5. Open __VPN__ on the Norton 360 app and turn on VPN.

Tips:

1. Save your preference by setting your VPN Region choice to default to __Canada__ or select different regions of your choice.

2. Enable __Ad Tracker Blocking__ to avoid being tracked by advertisers.

3. You can modify VPN settings to __manual__ or __automatic__ mode.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up Norton Secure VPN on your desktop or laptop </div>
</div>
<div class="content">

1. On your desktop or laptop, open any web browser and log in to [My Norton](https://login.norton.com/).

2. Navigate to __Secure VPN__ and choose __Download__.

3. Choose __Agree & Download__ and follow the instructions on your desktop or laptop to download and install Norton 360.

4. Once it’s downloaded, open the Norton 360 desktop application and choose __Secure VPN__. Follow the instructions on your desktop or laptop to set up VPN under the system preferences.

5. Return to the Norton 360 desktop application and turn on VPN.

How to use Norton Secure VPN

Norton 360 Device Security keeps you one step ahead of cybercriminals. With advanced protection and 24-hour global threat monitoring, it protects your private and financial information by stopping the latest attacks before they reach your devices.

<div class="collapsible">
  <div class="t-heading-h3"> Mobile apps for your phone or tablet </div>
</div>
<div class="content">

To access to your Online Security plan on the go, download the following apps to your phone and tablet:

__For iOS:__

- [Norton 360](https://apps.apple.com/ca/app/norton-360/id1278474169)
- [Norton Identity](https://apps.apple.com/ca/app/norton-identity/id1422875903)
- [Norton Password Manager](https://apps.apple.com/us/app/norton-password-manager/id504750161)

__For Android:__

- [Norton 360](https://play.google.com/store/apps/details?id=com.symantec.mobilesecurity&hl=en_CA&gl=US)
- [Norton Identity](https://play.google.com/store/apps/details?id=com.symantec.lifelock.memberapp&hl=en_CA&gl=US)
- [Norton Password Manager](https://play.google.com/store/apps/details?id=com.symantec.mobile.idsafe&hl=en_CA&gl=US)

To download and install the apps on your phone or tablet, you can do any of the following:

- Follow the links above for each application to be redirected to the application download page

- Search for the apps in the Apple App Store or the Google Play Store

- Find your enrollment email on the device you want to protect, then select the [Activate Now](https://www.telus.com/activatetos) link

__Note:__ Have your Norton username and password handy to set up your apps.
  </div>

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

__Norton 360 app__

- Android 6 or later
- iOS current and previous 2 versions of Apple iOS

__Norton Identity__

- Android 5.0 or later
- iOS 10.3 or later

__Norton Password Manager__

- Android 5.0 or later
- iOS 11.0 or later

A full and up-to-date list of systems requirements can be found at [Norton.com](https://support.norton.com/sp/en/ca/home/current/solutions/v133891548)
  </div> 

<div class="collapsible">
  <div class="t-heading-h3"> How to install device security and privacy features </div>
</div>
<div class="content">

1. Log in to the [My Norton](https://my.norton.com/home/partner) portal with your My Norton username and password.

2. Go to the __My Norton__ dashboard and navigate to __Device Security__. Select __Protect My Device__.

3. To install device security on the device you’re __currently using__, choose __Agree & Download__ and follow the instructions on your device.

4. To install device security on a __separate device__, choose __Send a Download Link__ to send an email or SMS text message with installation instructions to another device.
  </div> 

Mobile apps for Online Security

Online Security is a powerful cyber safety solution to keep your digital life safe and sound.

To add Online Security, please choose the set of instructions below that applies to you.

<div class="collapsible">
  <div class="t-heading-h3"> For new customers </div>
</div>
<div class="content">

1. Go to the [Online Security page](https://www.koodomobile.com/en/shop/subscriptions/online-security).

2. Choose a plan and then go to __Order now__.

3. Follow the rest of the steps to complete your purchase.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> For existing Koodo customers </div>
</div>
<div class="content">

1. Log in to [Self Serve](http://koodo.com/selfserve)

2. Navigate to __Internet__, then to the __Online security__ tab

3. Choose __Add online security__ and follow the rest of the steps to complete your purchase.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Other ways to get online security </div>
</div>
<div class="content">

All new and existing customers can also purchase Online Security by:

1. Calling in to speak to our agents
2. Going to a retail location
3. Asking your service technician

Find more details in our [Help](https://www.koodomobile.com/en/help) section.

  </div>

How to add Online Security

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

Set aside a few minutes to go through the account creation. We recommend using a browser and a secure internet connection. It's a good idea to have your wallet handy in case you need to reference certain pieces of identification.

Ready to set up your account? It'll only take a few minutes. Grab your wallet (you might need some ID), find a comfy spot with good Wi-Fi, and hop on your computer. Let's do this!
  </div>

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

To help protect your personal devices, information, credit, and identity, Norton might ask you some questions about the following: 

- Email address
- Home address
- Social Insurance Number (SIN)
- Driver’s license number
- Your credit profile

Norton captures this information safely and securely and will only use it to provide the service

You’ll have the option of adding more information, if you’d like to help protect your credit cards or personal banking.

__Note:__ If your plan comes with credit features like reports, scores, and/or monitoring, we need two things from you: 

1. Your identity must be successfully verified with TransUnion

2. Next, TransUnion or Equifax must be able to find your credit file with enough credit history information. 

Without these requirements, you won’t get credit features from the bureaus. 

__Heads up!__ It might take a few days for the credit monitoring to take effect after you're successfully enrolled.
  </div>

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

Awesome, you've finished creating your account! We know you shared quite a bit of info, but here's the good part: your new Online Security account (powered by Norton) will help keep you and your family safe from online threats. 

Thanks for trusting us with your protection!
  </div>

How to set up your Online Security account

Koodo doesn't offer shared plans or family plans, where data, minutes, or texts are pooled or shared across multiple lines on the same account.<br><br>

## How our plans work
One plan, one person. Each Koodo plan comes with its own data, minutes, and texts. Everything in your plan belongs to you - no sharing required. 

Plus, Shock-Free Data lets you control your data use, so your bill stays exactly as planned without any surprise charges. 

To add a line for a friend or family member, follow these steps:

1. Log into Self Serve 
2. From the “Shop” menu, pick __Phones__ or __Bring Your Own Phone__, then select __Add a new line__.<br><br>

## How to keep payments simple for multiple lines
You can manage more than one line and pay for them all on one bill. Each person still gets their own data and plan.<br><br>

## How to save on your bill
Get bill credits when your friends join Koodo. Learn more about our [Refer-a-Friend](https://www.koodomobile.com/en/services/refer) program.<br><br>

Family/Shared plans

Managing mobile services

Mobility

Shared or Family Plans at 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://www.koodomobile.com/my-account "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/my-account "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">Destinations covered by Easy Roam</div>
</div>
<div class="content">

__The eligible destinations in the U.S include:__

- Alaska
- Guam
- Hawaii
- Northern Mariana Islands
- Puerto Rico
- U.S. Mainland
- U.S. Virgin Islands<br><br>

__The eligible destinations in Africa include:__

- Algeria
- Angola
- Benin
- Botswana
- Burkina Faso
- Cameroon
- Cape Verde
- Chad
- Congo
- Democratic Republic of Congo
- Egypt
- Ethiopia
- Gabon
- Gambia
- Ghana
- Guinea
- Guinea Bissau
- Ivory Coast
- Kenya
- Lesotho
- Liberia
- Madagascar
- Malawi
- Mali
- Mauritania
- Mauritius
- Mayotte
- Morocco
- Mozambique
- Niger
- Nigeria
- Reunion
- Rwanda
- Senegal
- Seychelles
- Sierra Leone
- South Africa
- South Sudan
- Sudan
- Swaziland
- Tanzania
- Togo
- Tunisia
- Uganda
- Western Sahara
- Zambia
- Zanzibar<br><br>

__The eligible destinations in Asia and the Middle East include:__

- Afghanistan
- Azerbaijan
- Bahrain
- Bangladesh
- Bhutan
- Brunei
- Cambodia
- China
- East Timor
- Georgia
- Hong Kong
- India
- Indonesia
- Iraq
- Israel
- Japan
- Jordan
- Kazakhstan
- Kuwait
- Kyrgyzstan
- Laos
- Macau
- Malaysia
- Maldives
- Mongolia
- Myanmar (Burma)
- Nepal
- Oman
- Pakistan
- Philippines
- Qatar
- Russia
- Saudi Arabia
- Singapore
- South Korea
- Sri Lanka
- Taiwan
- Tajikistan
- Thailand
- The West Bank / Gaza Strip
- Turkey
- United Arab Emirates
- Uzbekistan
- Vietnam
- Yemen<br><br>

__The eligible destinations in Central & South America include:__

- Argentina
- Belize
- Bolivia
- Brazil
- Chile
- Colombia
- Costa Rica
- Ecuador
- El Salvador
- Galapagos Islands
- Guatemala
- Honduras
- Nicaragua
- Panama
- Paraguay
- Peru
- Suriname
- Uruguay
- Venezuela<br><br>

__The eligible destinations in Europe include:__

- Aland Islands
- Albania
- Andorra
- Armenia
- Austria
- Belarus
- Belgium
- Bosnia and Herzegovina
- Bulgaria
- Croatia
- Cyprus
- Czech Republic
- Denmark
- England
- Estonia
- Faroe Islands
- Finland
- France
- Germany
- Gibraltar
- Greece
- Greenland
- Guernsey
- Hungary
- Iceland
- Ireland
- Isle of Man
- Italy
- Jersey
- Kosovo
- Latvia
- Liechtenstein
- Lithuania
- Luxembourg
- Macedonia
- Malta
- Moldova
- Monaco
- Montenegro
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- San Marino
- Scotland
- Serbia
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
- Ukraine
- United Kingdom
- Wales<br><br>

__The eligible destinations in North America & Caribbean include:__

- Anguilla
- Antigua and Barbuda
- Aruba
- Bahamas
- Barbados
- Bermuda
- Bonaire
- British Virgin Islands
- Cayman Islands
- Cuba
- Curacao
- Dominica
- Dominican Republic
- French Guiana
- French West Indies
- Grenada
- Guadeloupe
- Guyana
- Haiti
- Jamaica
- Martinique
- Mexico
- Montserrat
- Netherlands Antilles
- Saba
- St. Barthelemy
- St. Eustatius
- St. Kitts and Nevis
- St. Lucia
- St. Maarten
- St. Martin
- St. Pierre & Miquelon
- St. Vincent and the Grenadines
- Trinidad and Tobago
- Turks and Caicos<br><br>

__The eligible destinations in Oceania include:__

- Australia
- Fiji
- French Polynesia
- Kiribati
- Nauru
- New Zealand
- Norfolk Island
- Papua New Guinea
- Samoa
- Soloman Islands
- Tahiti
- Tonga
- Vanuatu
  </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>

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  <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®

## What is a Booster?
Whenever you need U.S. Roaming, extra data, or long distance minutes, you can buy a [Booster add-on](https://www.koodomobile.com/prepaid-plans) by logging in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/).

__Here’s how:__

1. Log in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com)

2. Select the __Plan & Booster Add-ons__ tab, then go to __Purchase Booster Add-ons__.

3. From the dropdown menu, select the add-ons you want 

4. When you're ready to submit your order, select __Continue to Payment__. 

### U.S. Roaming Boosters

If you’re planning to travel to the U.S., you’ll need to purchase [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) starting from $5. Add-ons are activated when you complete your purchase. Any unused minutes, text or data will be carried over when you renew your plan, so choose the largest Booster add-ons if you want to enjoy our best rate. These U.S. Roaming Booster add-ons will never expire. 

Roaming services are available in all 50 States in the U.S. (including Alaska and Hawaii) as well as Puerto Rico and the U.S. Virgin Islands. 

## Long Distance Boosters

__For making calls:__

- If you need to make an international call (including the U.S.) you’ll have to purchase a [Long Distance Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans), which can be used to make calls to 50 international destinations. Check out our Help page “[Long distance, travel and roaming on Prepaid](https://www.koodomobile.com/en/help/long-distance-travel-and-roaming-prepaid)” for more information.

__For receiving calls:__

- If you're on a plan that __includes__ calling, you can receive free incoming calls from any country in the world.
- If you’re on a plan that __doesn’t include__ calling, you’ll have to purchase a [Long Distance Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans) to receive calls from any international destination. Incoming calls are deducted at 1 min per min of talk from your Talk Booster.

### Good to know
- You'll need to top-up your account balance if you don't have enough service credits to purchase your selected Boosters.

- You can always add another Booster when you're running low on your current one to make sure you’ll have uninterrupted service.

- Booster add-ons don’t expire. Any unused minutes or data will be carried over when you renew your plan*

- Make sure your Prepaid plan is active to access your Boosters.<br><br>

## Tracking your Booster usage
You can always see how many minutes or megabytes you have remaining in your Booster by logging into [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). Plus, when you're running low, we'll let you know by sending you a text message.<br><br>

## Expiring Boosters
Booster add-ons never expire! You’ll know you’re getting low on your Boosters because we’ll text you when on your:

- __Talk Booster__, you have both 10 minutes and 0 minutes left. 

- __Data Booster__, you’ve used up 75% and 95%. 

If your Booster runs out, you’ll have to grab another one in order to use it.<br><br>

## Using Boosters with plans that include data
You have 30 days to use up your plan data. Unlike our Booster add-ons, any remaining data will not be carried forward when your plan renews every 30 days.<br><br>

## How does in-plan data work with a Canada-wide data Booster add-on?
If you have both plan data and a data Booster add-on, your plan data will be depleted fully before Booster add-on data.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. Why do I lose talk minutes even when I don't initiate a call?__

Talk minutes apply whenever you’re on a call, not if you initiate the call. The only time initiating a call matters is when you’re dealing with a long-distance call. If someone from outside the province calls you, you won’t be charged a long-distance fee, but if you call someone outside of the province, a long-distance fee would be applied to your bill.<br><br>

__2. What's the difference between a "Prepaid Plan" and a "Booster?"__

__Prepaid plan:__ A plan is what keeps your account active. The plan you choose will automatically renew every 30 days. Check out our [Prepaid plans](https://www.koodomobile.com/en/help/prepaid-base-plans) page

__Booster:__ A Booster is an add-on that is extra to your plan and does not expire.

__Example:__ If you need long distance minutes, anytime minutes, or data, you can add a Talk Booster or a Data Booster.<br><br> 

__3. Does the long-distance U.S. talk booster ($30 for 300 minutes) include incoming calls?__

If you’re in the U.S., it includes the incoming calls. If you’re in Canada, any __receiving__ calls are your regular minutes.<br><br> 

__4. How can I remove my booster?__

A booster can’t be removed. It’ll be rolled over until it's completely used up.<br><br>

__5. Why can’t I purchase the Boosters?__

Before purchasing a Booster, please ensure you have sufficient funds in your account. If you don’t have funds available, top-up the account balance first and then add the Boosters. For more information on topping up, check out our Help page "[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account)."
  </div>

---

*Talk or Data Booster add-ons don’t expire if your account is active. Talk or Data Booster add-ons are available for use only when there's a non-expired base plan on the account. Booster add-ons will be removed from the account upon account deactivation. Anytime minutes are charged by the minute and the airtime required to connect your calls is drawn from the included minutes. All data usage will be rounded up to the nearest 10 KB. Data Booster add-ons aren’t available with BlackBerry smartphones that are not on the BlackBerry 10 operating system.


Need more minutes, texts, data? There's a booster for that! Find out everything about Koodo prepaid boosters here. 

Prepaid

Prepaid boosters

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  <div class="t-heading-h3"> Charges on your first bill: </div>
</div>
<div class="content">

If you're surprised by the amount on your first monthly bill, it might help to look at it this way...

Your bill includes [pro-rated or partial charges](https://www.koodomobile.com/en/help/proration) from your activation date to your billing date, plus the next full month in advance.

This means that you'll see a partial charge for your plan and __add-ons__ for the days prior to your bill date, in addition to the complete monthly charge. You'll see partial charges on your bill anytime you change plans or add-ons.

**	__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](http://koodo.com/selfserve).

If you activated or upgraded in store, you'll see a one-time connection fee charge on your first bill. The connection fee is waived for all activations and renewals completed online, but there’s a one-time SIM card fee for online Bring-Your-Own-Phone activations.

  </div>

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  <div class="t-heading-h3"> Charges related to the Tab and Tab Bonus </div>
</div>
<div class="content">

For customers with a Tab, you will have a Tab Charge every month that reduces the Tab balance. In addition, if you cancel, upgrade or change to an ineligible rate plan, you'll be charged your remaining Tab and/or Tab Bonus balances (subject to any applicable adjustments). 

If you migrated to TELUS and [carried a Tab balance over](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus), you'll see a Tab Adjustment, which will correspond to your Tab Debit. If you have a Tab Bonus Debit, you'll also see a Tab Bonus Adjustment. After adjustments, you'll only be charged for the tax on your remaining Tab balance.

See more information on [Tab and Tab Bonus charges.](https://www.koodomobile.com/en/help/tab-and-your-monthly-bill)

  </div>

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  <div class="t-heading-h3"> Additional airtime charges </div>
</div>
<div class="content">

Additional airtime charges happen when you use more minutes than you have in your plan. Each additional minute costs $0.70. To save on future bills, you may need to change your plan or get an add-on.

See the video:

<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/7JVrKgmoVkE?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

  </div>

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  <div class="t-heading-h3"> Per-minute billing </div>
</div>
<div class="content">

Per-minute billing is the most common billing method in Canada. It means that all calls are rounded up to the nearest minute. So let’s say you made a call that was approximately 3 minutes and 48 seconds in length. You’ll actually be charged for a 4 minute call.

If you activated before February 2, 2012, you currently have per-second billing. If you activated on or after February 2, 2012, or if you’ve made changes to your current monthly plan after that time, then you’re being charged per-minute billing.

  </div>

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  <div class="t-heading-h3"> Messaging and data charges </div>
</div>
<div class="content">

All your usage info can be found by logging into Self Serve. If you don’t exceed your included minutes, texts and data, your usage amount won't appear on your bill. Additional text messages cost $0.25. Each text message consists of 160 characters. Premium messages aren’t included.

Data charges will apply if you go over your data while you’re using your Koodo phone to browse the web, download apps, use social media, stream videos or receive emails. 

See the video:
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/zARZyA7ELxU?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

  </div>

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  <div class="t-heading-h3"> Premium messages </div>
</div>
<div class="content">

Premium text and picture messages aren't included in your monthly plan. This applies even if you have unlimited messaging in your plan. So if you sign up to receive special messages or text messages about contests, you’ll be charged by third party companies to use their service. Koodo does not endorse premium messages. It's important to always read the fine print before signing up for these contests and be aware of what you're agreeing to. If you currently subscribe to services like these and want to unsubscribe, text back "STOP" and the messages should stop.

See the video:
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/Pmsol-GQ9YI?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

  </div>

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  <div class="t-heading-h3"> Pay-per-use services </div>
</div>
<div class="content">

Koodo offers services that aren't included in your Agreement that
any user on the account can use on a pay-per-use basis. Information about pay-per-use services and current rates can be found [here](https://www.koodomobile.com/payperuse).

  </div>

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  <div class="t-heading-h3"> Long distance and roaming charges </div>
</div>
<div class="content">

__If you're on a Canada-wide plan__ 

There are no long distance or roaming charges in Canada, so that means you can call from anywhere in Canada to anywhere in Canada worry-free.

### __U.S. long distance calling__  

A charge of $0.80/min applies when making a call within Canada to the U.S. An extra $1.60/min U.S. roaming charge applies when you make or receive calls in the U.S.

There won’t be any long-distance fees for calling toll-free numbers, which are listed below. Only airtime will be billed. 

- 1-800-XXX-XXXX
- 1-833-XXX-XXXX
- 1-844-XXX-XXXX
- 1-855-XXX-XXXX
- 1-866-XXX-XXXX
- 1-877-XXX-XXXX
- 1-888-XXX-XXXX

[See our international rates and long distance charges.](https://www.koodomobile.com/en/help/long-distance-calling "See our international rates and long distance charges.")

See the video:

<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/7JVrKgmoVkE?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

  </div>

<div class="collapsible">
 <div class="t-heading-h3"> Application purchase charge </div>
</div>
<div class="content">

An __application purchase charge__ appears when you choose to charge your Koodo phone bill for purchases made with a third-party application or service. 

Some __examples__ of purchases that can be made are: 

- Apps and in-app purchases
- Monthly music subscriptions
- In-game purchases (Microsoft/Xbox store, Sony wallet, etc.)

To __cancel__ the service or subscription, you'll need to __contact the third-party company.__
    </div>

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

__1. What does it mean when it says I have a (-) negative on my bill? Are you going to reimburse me?__

If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you. <br><br>

__2. Why am I charged for my SIM card before I’ve even activated it?__

To make sure that you can start enjoying your new SIM as quickly as possible, we ship it to you already activated. Billing starts only once it ships. When you receive the SIM card, you can immediately start to use it! <br><br>

__3. Why was I charged for calling 411?__

You’ll get a 411 charge when you call Directory Assistance for a phone number or info. It’s $3.50 per call, plus standard airtime charges (call completion isn't available). They’ll text you the 411 listing for free. Just a heads up, roaming airtime charges apply in the US (not covered by roaming passes). 

  </div>

<br><br>
__Related help pages:__

- [Service fees](https://www.koodomobile.com/en/help?servicefees=true) 
- [Viewing and downloading your bills](https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills)
- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Port Fraud Protection](https://www.koodomobile.com/en/help/port-fraud-protection?search_api_views_article_search_fulltext=fraud)
- [Easy Roam®](https://www.koodomobile.com/en/help/easy-roam)
- [Your Koodo bill after you’ve activated a new account or added a new line](https://www.koodomobile.com/en/help/your-koodo-bill-after-youve-activated-a-new-account-or-added-a-new-line)
- [Glossary of common Koodo terminology](https://www.koodomobile.com/en/help/glossary-of-common-koodo-terminology?search_api_views_article_search_fulltext=glossary)

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See something on your Koodo bill you don't fully understand? See all charges explained right here. 

Charges on your bill

Billing & payments

Charges explained

<div class="warningBox">
Within 24 hours, we'll send you a Purolator email, which includes a QR code and a waybill. Present these to a Purolator location within 10 days before the waybill expires. No need to print - they can do it for you.
</div>

If you’re not happy with the phone you purchased, you can return the phone for an exchange or refund provided that you meet the following conditions:

- The phone is in like-new condition in the original packaging   
- You show proof of purchase
- Accessories are excluded unless they’re defective

Additionally, if your usage exceeds any one of the following limits, you can still return or exchange your device, but you’ll be responsible for your bill:

- 30 minutes of talk time (local and/or long distance)
- 50 text messages (incoming and outgoing)
- 50 MB data

When your device is returned within the return period, any Tab and/or Tab Bonus balance for the phone will be removed from your account.   It can take up to 4 weeks for the adjustment to appear on your bill.

Check out the return policy below, based on how you made your purchase:  

|                                                                                      How you made your purchase                                                                                     |        Return policy        |                                                                                                                                                                                                                   How to return or exchange                                                                                                                                                                                                                  |
|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|:---------------------------:|:------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|
| At a retail store <br><br>(excluding third party-retailers such as Best Buy, Walmart, etc; these stores have their own return policies, and items purchased from them can only be returned to them.) | 15* days from purchase date | At [your nearest Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt                                                                                                                                                                                                                                                                                                                                                                                              |
| Online at koodo.com                                                                                                                                                                                 | 30 days from purchase date  | Must be returned via mail and can be initiated by sending an email to koodo.webstore@koodomobile.com<br>for a rep to send you a prepaid shipping label for your return.  <br><br>Please note that the SIM card fee and the shipping fee are not refundable<br><br>__Heads up!__ There’s no exchange process when buying online at koodo.com. This means you must <br>return the phone and [buy another phone](https://www.koodomobile.com/en/phones). A shipping fee applies to the new phone. |
| Ordered online and phone's not looking right?                                                                                                                                                                                 | As soon as you can, within 7 days from purchase date  | Does something look or feel off with your phone? Let us know within __7 days__, so we can fix it fast - or you might miss the chance to get help from our friendly reps! |
| - Purchased in store, shipped to home<br><br>- Over the phone or direct sales rep purchases (in your home or at a community event)                                                                  | 30 days from purchase date  | At [your nearest store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt or order email<br><br>                         OR<br><br>You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) for a rep to send you a prepaid shipping label for your return                                                                                                                                                                                                                       |

\* 30 days for people with disabilities.

<br><br>Are you a Prepaid customer? [Return or exchange your phone on Koodo prepaid](https://www.koodomobile.com/help/you-buy-prepaid-phone "Return or exchange your phone on Koodo prepaid"). <br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. I purchased my phone online at koodo.com. If I haven't received it in 30 days, how can I return it? Is it 30 days from the order date or 30 days from when it's delivered? Are these calendar days or business days?__

If you __haven't received your device__ in 30 calendar days, it’s most likely that the phone has gotten lost in transit. You can request to start an investigation process for up to 90 calendar days starting from when the tracking number was generated. 

You can __request a return__ within 30 calendar days, starting from the day that it was delivered to the address. If it hasn’t been delivered yet, you can refuse the package and it’ll be sent back to the sender. <br><br>

__2. How can I find out when you’ll process the return for my already-delivered, unused phone or the length of time it takes for this process?__

When you return a device to the post office, a unique tracking number will be given to you, so you can check the progress of the package and see when it arrives at our warehouse. __Please make sure you keep the tracking number safe, because Koodo doesn’t have access to it.__

This process can take up to 4 weeks. The phone will be received in the warehouse, and our staff there will check the device. Once the check is completed, adjustments to your account will be made accordingly.<br><br>

__3. Will I have to pay for shipping when I return my phone?__

No, you won’t have to pay for shipping for a return. We’ll provide you with a barcode that will pay for the shipping and handling on the way back to our warehouse.<br><br>

__4. What is included in the box with my device purchase?__

Please refer to the box your device comes in for details on what's included inside. Your device purchase typically comes with a cable only. Power adaptor and headphones sold separately.<br><br>

__5. I found a lost Koodo phone. How can I return it to the owner?__

You're such an angel. The best way to get the phone to its rightful owner is to drop it off at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store), and we'll find him/her for you. 

  </div>

<br><br>__Related help pages:__
- [Koodo Phone Protection Plan](https://www.koodomobile.com/en/help/koodo-phone-protection-plan)
- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)

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If you're not happy with your new Koodo phone, you can return or exchange your Koodo phone within 30 days. 

Returns and exchanges

Buying online

My Account

Warranty and repairs

Returning or exchanging your Koodo phone

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

We ship to all Canadian addresses, including those in Nunavut and the Northwest Territories. Orders with non-Canadian addresses can't be processed. We use different shipping companies, depending on your location. Make sure that someone will be available to sign for the package between 9am to 5pm, Monday through Friday. Packages with insufficient delivery information will be returned to Koodo. A non-refundable shipping fee may be charged at the time of purchase for online orders.

__Heads up!__ There's no exchange process online, which means that, if you're not satisfied with the phone you received, you must return it and buy another phone. Please note that a shipping fee will be applied to the new phone.

Koodo and the courier services we use are not responsible for any missing or incorrect information entered on your order.

Please note that web orders cannot be modified regardless of whether the order has been shipped out already or not

[Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp)

__Note:__ SIM-only/BYOD-only orders can’t be tracked. SIM-only orders are normally delivered in 3-5 business days.

Your order number is in the shipping email we sent you. The order number starts with either 'HFO' or 'TD' followed by a string of numbers (e.g. HFO12345678 or TD1234567). Easily [Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp) by entering the order number and email address you used for your purchase.

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1 - What should I do if the tracking number for my new phone is not available?__

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) and ask to schedule a callback, so one of our reps can help you with this. <br><br>

__2 - Can you provide an estimated delivery timeline for SIM-only orders?__

SIM-only orders are usually delivered within 7-10 business days.<br><br>  

__3 - Do you ship to Canadian P.O. boxes?__

Yes, we do!<br><br>  

__4 - Which company do you ship with?__

The shipping email you receive will state which company the item is being shipped with.<br><br>

__5 - What are the estimated shipping times in Canada?__

The latest shipping times are stated separately for each device.<br><br>

__6 - What should I do if I've lost my tracking number?__

Please go to Koodo Assist and schedule a callback, so a rep can help you with this.<br><br>

__7 - Can I change the shipping or delivery address after placing my order?__

No, all orders are shipped exclusively to your credit card's billing address provided at check out. This is done to preserve the security of your information.

  </div>

<br><br>__Related help pages:__

- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Returning or exchanging your Koodo phone](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone)

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Just made an online order with Koodo? Find out what you need to know about shipping and delivery here. 

Shipping and delivery

## How to top up or make a payment to your account 

You can top up your account by logging in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account or dialling *611 from your Koodo Prepaid phone. Choose from three top-up options:

__1. Credit or Debit card:__ You can easily pay your bill by registering a credit or Visa Debit card on your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account. While you’re at it, you can also register for Automatic 30-day top-ups so you never have to worry about missing a payment again! Plus, when you register for Automatic Top-ups you will receive bonus data on your account! 

You can also pay with your credit or Visa Debit card over the phone using Interactive Voice Response (IVR). Dial __* 611__ and follow the instructions when prompted.

__Note:__ Only credit, Visa Debit or MasterCard Debit card with a Canadian/U.S. address can be registered to make a payment. International credit, Visa Debit or MasterCard Debit cards are not accepted.<br><br>

__2. Top-up voucher:__ Koodo Prepaid top-up vouchers are available in [stores across Canada](https://www.koodomobile.com/prepaid-vouchers "stores across Canada"). 

__To redeem your top-up voucher:__ Log in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/), go to __Payments__, then select __Add funds with Top-up voucher__, and input your 12-digit code.<br><br>

__3. Instant top-up:__ Tell the cashier how much you want to top-up ($10 - $100) and your phone number to have it instantly added to your account. Available at [select locations across Canada](https://www.koodomobile.com/prepaid-vouchers "select locations across Canada"). <br><br>

## Why top up your account?
Keep your account topped up to make sure your plan is renewed and you have uninterrupted service. 

If you don't top up your account, it'll be suspended. This means you'll lose access to service, Boosters, and promos on your account at time of suspend entrance. After 90 days in suspension, your account will be deactivated and you’ll lose your number.

Remember, you can always check the amount of service credits on your account at anytime by logging into [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve").<br><br>

## Automatic 30-day top-ups
With Automatic Top-ups, we’ll renew your account every month by charging you the plan amount. Set up automatic 30-day top-ups when you activate your Koodo Prepaid service, or by logging into [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). Plus, when you register for Automatic Top-ups you will get a free data bonus added to your account!

- Any credits you have on your account will be adjusted before your credit or Visa Debit or MasterCard Debit card gets billed.

- If you decide to change your plan, we’ll automatically adjust the top-up amount that’s needed. Learn more here: [Prepaid plans](https://www.koodomobile.com/en/help/prepaid-base-plans).<br><br>

## Account deactivation
If you don't make a payment or top up for 90 days, your account will be deactivated and you’ll lose your phone number and any funds remaining on your account balance, including your boosters.<br><br>

## Just so you know
As of January 9, 2020, the 10% monthly automatic top-up bonus credit will no longer be offered to new customers signing up for auto top-ups. If you're currently registered to get the bonus credit, don't worry - it will stay on your account. If you turn off automatic top-ups and decide to turn it back on again, the bonus credit will no longer work.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. Do top-ups expire?__

Koodo Prepaid top-ups don’t expire while your account is active or suspended. If your account is inactive for 90 days, your account will be deactivated and you’ll lose any remaining balance.<br><br>

__2. I recently topped up my account through a debit/credit card but my payment wasn’t processed. What should I do?__

If your payment was recently declined, there might be an issue with your bank account or payment card, like:

- Your credit or debit card is expired

- Payment information was incorrect (ensure all credentials, including postal code, were properly entered)

- The payment was made to an invalid or incorrect Koodo account number

- Your bank or credit card issuer identified fraudulent activity

- You reached the limit on your bank account or payment card

- The payment was made to a closed bank account

To resolve issues related to your bank or debit/credit card, please update your payment information either online or by calling your financial institution.<br><br> 

__3. Why isn't my payment method updating in Self Serve?__

It could take up to 24 hours for the system to update your payment method. 

If you're trying to update your payment method by entering the same card with only the expiry date changed, you might get an error because the system still recognizes the old card details. In these cases, you can: 

- try using a new card 

- or wait until the current card's expiry date has passed

If you're still unable to update your payment method, you can use a Top-up Voucher or Instant Top-Up as alternative payment options (see the __"How to top up or make a payment to your account"__ section above). For more help, please schedule a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__4. Why is my payment higher than usual this month?__

There are no pay-per-use charges on Koodo Prepaid. If you think you’ve been overcharged, it might be because you bought additional Booster Add-ons. For more information, check out [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/).<br><br>

__5. Can I top-up someone else's mobile phone with a gift top-up?__

Yes, you can always buy someone else a voucher! That’s the only way to top up someone else's account, unless you have access to their [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account.

  </div>


Koodo prepaid customer? Find out what you need to know about topping up your account here. 

Topping up your prepaid account

Accidents happen! We’re here to help with the Device Care Products: worry-free protection from life’s unexpected moments. The Device Care Products are an optional program that is a great way to make sure your device is covered from physical damage, technical problems, and ‘texting-in-the-tub’ failures. <br><br>

### How do I enroll in a Device Care Product?

Device Care Products can be added through Self Serve or by visiting any [Koodo shop](https://www.koodomobile.com/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021), WOW! Mobile Boutique, or Koodo-authorized dealer. Device Care BYOD and Device Care Connected cannot be added online at this time.<br><br>

### How long do I have to decide if I want to enroll in a Device Care Product?<br><br>

From the day you purchase an eligible new Koodo smartphone, smartwatch, tablet, or activate your BYOD device, you have 60 days to enroll in a Device Care Product.<br><br>

### How can I cancel my Device Care Product? 
Your Device Care Product can be cancelled at any time by visiting a [Koodo shop](https://www.koodomobile.com/find-nearest-store), by logging into [Self Serve](https://www.koodomobile.com/my-account), or by [contacting us](https://www.koodomobile.com/contact-us). <br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. What isn’t covered under the Device Care Products?__

- Defects covered by the 1-year manufacturer warranty
- Accessories, cosmetic damage, and changes or enhancements to your device
- Abuse, misuse, or intentional acts
- Problems with the device before your enrolment was in effect
- Additional exclusions apply. See terms and conditions for complete details
- Failure caused by computer viruses. 
- Device BYOD and Device Connected don’t cover lost or stolen devices.
- Additional exclusions apply. See [terms and conditions](https://www.asurion.com/claims/koodo/) for complete details.<br><br>  

__2. What service fees do I pay when I make a claim?__

To determine your replacement or service fee or to make a service request, visit  https://www.asurion.com/claims/koodo/. These costs are in addition to your monthly payments.<br><br>

__3. How does coverage for Device Care Products work?__

Your Device Care protection is tied to your phone number. To be eligible for coverage, your device needs to be connected to the Koodo network when the issue happens.

<style type="text/css">
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<table class="tg"><thead>
  <tr>
    <th class="tg-umgj">Device Category</th>
    <th class="tg-umgj">Device Care Complete</th>
    <th class="tg-umgj">Device Care BYOD</th>
    <th class="tg-umgj">Device Care Connected</th>
  </tr></thead>
<tbody>
  <tr>
    <td class="tg-zd5i">New and Certified-Pre-Owned Koodo devices</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">BYOD smartphones (purchased from Koodo or another provider)</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">New SIM-enabled Koodo smartwatches and tablets</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">✓</td>
  </tr>
</tbody>
</table>

__4.Can I add a Device Care Product if my device is already damaged?__

No, your device must meet the following criteria to enroll in any Device Care Product:

- Device must power on and navigate properly to the home screen

- The device including the screen must be undamaged with no cracks, missing parts or signs of water damage (hinges, keypad, housing, buttons, battery, etc.)

- The LCD must function correctly and be free of dead spots or bruising<br><br>

__5. Do I have an existing warranty?__

To check the status of your existing warranty, use our [warranty lookup tool](https://www.telus.com/en/support/warranty-lookup). You'll be sent to a TELUS site, but don’t worry — this info is still good for Koodo customers too. 

  </div>


Protection products

The Device Care Products

Here's what you need to activate your Prepaid account:

1. __Select a plan:__ You can choose from a number of plans from the [Prepaid plans page](https://www.koodomobile.com/prepaid-plans). Once you have selected a plan, click “Activate Now” to activate your Koodo Prepaid service.

2. __Input your email address:__ A 6-digit code would be sent to your email to verify it 

3. __Set up your account:__ Input your first and last name, and create a 4-digit PIN 

![Step 1](//images.ctfassets.net/8cecwr1x4jkf/3t7qEFL0oLd2lWUoG4iWmq/1a383370b587c1fd0e153b177af4533f/Step_1.png)

__Note:__ PIN must meet the specific requirements mentioned in the portal. If any of the requirements are inputted incorrectly, an error message will appear and the PIN will need to be entered again

__4. Select [Koodo Prepaid SIM card](https://www.koodomobile.com/en/help/prepaid-sim-cards):__

- If you already __have__ a SIM card, you will need to input the 19-digit SIM card number.

![Step 4a](//images.ctfassets.net/8cecwr1x4jkf/2r5plxauwx94gnB9S90peT/f241c50254a97b9fc9270ef4c10f3ceb/Step_2a.png)

- If you __don’t have__ a SIM card, you have an option to purchase the regular SIM or an eSIM

![Step 4b](//images.ctfassets.net/8cecwr1x4jkf/7h7YKMIS4kOP546TPIWQwN/94d32687b4b29be8c7933c0c18306a45/Step_4b.png)

__5. Select a phone number:__

- __To create a new number:__ input your province and city. 
- __To transfer the phone number:__ input your existing phone number and confirm the cancellation with your current provider 

![Step 5b](//images.ctfassets.net/8cecwr1x4jkf/6mQMKNuyIHgddrOd37Bcuj/3eea43c4fb11388d317e0399fd05c7d9/Step_5b.png)

__6. Select a payment method:__

- __Pay with Card:__ we accept credit cards (Visa, MasterCard, American Express), Visa debit cards and MasterCard debit that have been issued by Canadian or American financial institutions and are associated with addresses in Canada or the U.S. International cards aren't accepted. 

- __Pay with voucher:__ purchase a top-up voucher at stores across Canada and input a 12-digit code. Ensure you have enough funds to cover the total cost of your selected base plan and Booster add-on(s). 

![Step 6b](//images.ctfassets.net/8cecwr1x4jkf/3KO3ai9R3cqyJShqGkf3tB/18d449f6f00bf01ec16328cc88243834/Step_6b.png)

You can also input a Refer a Friend Code or Promo Code. For more information, please visit the [Koodo Prepaid Promos](https://www.koodomobile.com/en/help/prepaid-101-things-know-about-redeeming-your-promos) page. 

__Ready to go?__

Sign up in [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) to manage your account and register for automatic top-ups.

Activating your Prepaid account

Make purchases and top ups and monitor your account easily with Koodo [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/)!

You can add the mobile-optimized Koodo Self Serve site to your phone's home screen, so you can keep tracking your usage and billing and more. It's basically like bookmarking the site on your phone for easy access. 

To learn how to use Koodo Prepaid Self Serve on your mobile phone, check out our Help page “[Using Koodo Prepaid Self Serve on your mobile phone](https://www.koodomobile.com/en/help/prepaid-self-serve-on-mobile-phone)” to get instructions for both iPhone and Android phones. 

![Prepaid Self Serve - UCARE - EN Portal](//images.ctfassets.net/8cecwr1x4jkf/353jAeWbrKWtE6yfFqQGvW/6e1dcfa82896b3e225214631b5d9c556/Prepaid_UCare_-_EN.PNG)

## Registering for Self Serve

Registration only takes a few minutes. All you need is:

- The email address you used during activation

- Your Koodo Prepaid phone number

During the registration process, a 6-digit code will be sent to your number for validation. Enter this code as shown in the text message to continue with the registration process. Afterwards, you would need to verify the email address and setup the password. 

__If you purchased a phone and activated it online,__ you're already registered for [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). Log in using the email and password you chose when you activated your phone.

## Self Serve Common Actions
Here are some more frequently performed account-management activities and how you can do them:

__Transfer your phone number:__

- If you __have__ purchased a SIM card already, activate it [here](https://activateprepaid.koodomobile.com/en/on/prepaid/koodo/consumer/activation). Make sure you select “I want to transfer my existing phone number” in Step 3 (Phone Number selection).

- If you __have not__ purchased a SIM card yet, visit your nearest Koodo/TELUS store today using our [store locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_NotificationBAN_PrepaidSIM) or purchase an eSIM online [here](https://activateprepaid.koodomobile.com/).

- If you want to __transfer__ your phone number to an existing Koodo Prepaid number, log in to Self Serve, go to __Profile__, and select __Change phone number__. For more information, check out our "[Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)" help page.

__Set up Automatic Top-ups:__ Register for Automatic Top-ups and never worry about missing a payment again, plus get an added data bonus! Log in to Self Serve, go to __Payments__, and select __Enable Automatic Top-up__ or __Register Card__. For more details, check out our "[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account)" help page.

__Manage your payment method__: Log in to Self Serve, go to __Payments__, then select __Register Card__ or __Update Payment Method__. For more information, check out our "[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account)" help page.

__Change your plan:__ Log in to Self Serve, go to __Plan & Booster Add-ons__, then select __Change My Plan__. For more information, check out our "[Prepaid plans](https://www.koodomobile.com/en/help/prepaid-base-plans)" help page.

__Purchase Booster Add-ons:__ Log in to Self Serve, go to __Plan & Booster Add-ons__, then select __Purchase Booster Add-ons__. For more information, check out our "[Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters)" help page.<br><br>

## FAQs

__1. Can you register multiple accounts/share the accounts in Self Serve for Koodo Prepaid?__

Unfortunately, multiple subscriber accounts are not available on Koodo Prepaid. If you want to add a new line, you’ll have to create a new account with a different email address. Similarly, sharing the accounts (in a family plan) is also not available.<br><br>

__2. I just topped up my account and still can’t assess Self Serve. What should I do?__

Please make sure that the amount you’ve topped up is enough to cover the base plan associated with your account. If you haven’t topped up for 90 days, your account has been deactivated, and your phone number and any balance on your account will be lost.<br><br>

## Security & Troubleshooting 

__To change your credentials (Self Serve password, PIN, voicemail password):__ Log in to Self Serve, go to __Profile__, then update these details in the __My Security Info__ section.

We've added two-factor authentication for Self Serve logins, password resets, and sensitive transactions.

__To report your lost or stolen Prepaid phone:__ Log in to Self Serve, go to __Profile__, then select __Report my phone as lost or stolen__. For more information, check out our "[Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone)" help page.

__If you can’t log in to your Self Serve account__, please contact Koodo to suspend your service by scheduling a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). Please note that charges may apply for this call.

__If you have trouble logging in:__

1. Make sure you’re using the right email and password

2. If you’ve forgotten your password, go to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) and select __Forgot your password?__

3. If you still can’t get through, [contact us](http://koodomobile.com/prepaidchat) for help.

Koodo Prepaid Self Serve

While we don’t have a Koodo app, our site is mobile-friendly! 

You can add the mobile-optimized Koodo Self Serve site to your phone's home screen so you can keep tracking your usage, billing and more. It's basically like bookmarking the site on your phone for easy access. See our instructions below for both iPhone and Android.

<div class="collapsible">
  <div class="t-heading-h3"> How to add Self Serve on your iPhone home screen</div>
</div>

<div class="content">
1. Open your phone's browser and go to <a href="https://prepaidselfserve.koodomobile.com/" target="blank">Prepaid Self Serve</a>
<br>  
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/5pYzLezLtDtSBYJlvjc1LM/df38f2266d490515d1ebbc73affe34bc/iPhone_-_Step_1.PNG" alt="Koodo Self Serve Mobile Login Page, ios">
<br>
<br>
2. Select the __Share__ icon at the bottom of the screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/i4vqPU3XzvH1rI0XOgPJZ/4f1228bcbff000b33bef3c76600ccdca/iPhone_-_Step_2.PNG" alt="Koodo Self Serve Mobile Share Icon, ios">
<br>
  <br>
3. A menu will appear. Select __Add to home screen__. If you don’t see the tab on your selected browser, try using another browser.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/1Z47VuhBsYfYBVc0qVdc1d/4515995fb03d97680f8eef2eaa35e0ac/iPhone_-_Step_3.PNG" alt="Koodo Self Serve Mobile Add to Home Screen, ios">
<br>
  <br>
4. Edit the name of the shortcut so you can easily find it on your home screen. Tap __Add__ on the top right hand corner to create the icon on the home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/nnJKNwNdbgyBG6p8OfFNJ/e73ae5f8eece7907df220c1352d14770/iPhone_-_Step_4.PNG" alt="Koodo Self Serve Mobile Edit Name, ios">
<br>
  <br>
5. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/4hNp9MQ96JBCxOPLdg2ja/bd405a47af3604ab5e1ce69819b44c8c/iPhone_-_Step_5.PNG" alt="Koodo Self Serve Mobile Icon, ios">
<br>
</div>

<div class="collapsible">
  <div class="t-heading-h3">How to add Self Serve on your Android phone home screen</div>
</div>

<div class="content">
1. Open your phone's browser, go to <a href="https://prepaidselfserve.koodomobile.com/">Prepaid Self Serve</a> and select the menu button.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/7aFybpDZHpAcfpc5jDNL6a/7826064538e9587a601d1f7cb3be6f2e/Android_-_Step_1.PNG" alt="Koodo Self Serve Mobile Menu, Android">
<br>
  <br>
2. Select __Add to home screen__.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/7yOZBbTVLfguJqwz1WtVYG/f502985431db6b238b67cee3b8cf28af/Android_-_Step_2.PNG" alt="Koodo Self Serve Mobile Add to Home Screen, Android">
<br>
 <br>
3. Edit the name of the shortcut so you can easily find it on your home screen. Tap Add to create the icon on the home screen.
<br>
 <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/hCb1xpcZUKEdswOqXuwY5/7f5f54c164b6ed59d4d039d7a5f686f8/Android_-_Step_3.PNG" alt="Koodo Self Serve Mobile Edit Name, Android">
<br>
<br>
4. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/3xUpunR4vNK50Hws6Hgw1i/266f15b4cafafbd105fc302a200dd0ae/Android_-_Step_4.PNG" alt="Koodo Self Serve Mobile Icon, Android">
<br>
</div>

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Using Koodo Prepaid Self Serve on your mobile phone

### Getting a Prepaid SIM card/eSIM

To start using a prepaid plan, you'll need a Koodo Prepaid SIM Card/eSIM 

- __For a SIM card:__ Order today through [TELUS.com](http://TELUS.com), or get one at [your nearest store](https://www.koodomobile.com/find-nearest-store).

- __For an eSIM:__ Purchase one instantly [here](https://activateprepaid.koodomobile.com/), or get an eSIM voucher at [your nearest store](https://www.koodomobile.com/find-nearest-store).

### Activating a Prepaid SIM/eSIM 
To activate a Prepaid SIM/eSIM, you’ll need to go to [our Prepaid site](https://activateprepaid.koodomobile.com/) to see how. 

### Swapping your Koodo SIM
If you want to swap your SIM card, you’ll need to do so through your Koodo [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account by following the instructions below. This will be a two-factor authentication (2FA) process and will require either the phone number or the email address associated with your Prepaid Self Serve account. 

1. Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account

2. Select the __Profile__ tab, then go to __Edit Account Info__ tab 

3. Select the __Change SIM Card__ tab 

4. Enter your new SIM number

5. Choose __SMS__ or __Email__, depending on your preferred way to receive your one-time passcode

6. Enter the one-time passcode you received

7. Submit the information you’ve entered

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. Can I add multiple SIMs to my account?__

Multiple SIMs are not available under one account on Koodo Prepaid. If you want to add a new SIM, you’ll have to create a new account with a different email address.<br><br>

__2. I bought a new phone, and it came with a new SIM card. Do I use my old SIM or this new one?__

You can pop your old SIM card in, or register the new one, or give the new SIM to someone else.<br><br>

__3. Can I activate a Prepaid card if I don’t have an email address or internet access?__

In this case, the best option would be to go to a Koodo store and have a rep activate the card for you. [Find the location nearest you](https://www.koodomobile.com/find-nearest-store). 

  </div>


Want some information on Koodo prepaid SIM cards? Find out what you need to know here.

Prepaid SIM cards

To use Koodo Prepaid, including any Boosters on your account, you'll need to buy a Prepaid base plan first.

When it comes to Koodo Prepaid base plans, there are no pay-per-use charges. You'll have unlimited access to your included features for 30 days, and you get exactly what you paid for. No surprises.

## 4G Prepaid Base Plans
4G Prepaid base plans can expect up to 100 Mbps of download speed. 

4G speed allows you to enjoy seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. You’ll also have a richer social media experience with greater access to content and embedded videos.

## 3G Prepaid base Plans
3G Prepaid base plans can expect up to 3 Mbps of download speed.

3G speed is good for email, Google searches, and viewing standard-definition videos. Streaming and watching HD videos (ie. YouTube, Netflix) will be slower and have lower resolution. Your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.

## 360-Day Plans

On a 360-day plan, you’ll get your full 12 months’ worth of data on your activation date. The data will not expire within the 12 months, and any unused data after 360 days will not be carried over.

Booster add-ons will continue to work the same as on a 30-day plan. Please note that when activating a data booster, your in-plan bucketed amount will be used before your booster data is used.

## Canada-wide Plan

With a Canada-wide Plan, you can make outgoing calls to any number within Canada with no provincial restrictions. When travelling to another province,

- You can make Canada-wide calls 

- You’ll receive unlimited incoming calls 

- You will be able to call your home province without the need to get a Booster add-on.

If calling isn’t included in your plan, you’ll need to purchase a [Canada-wide Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans?INTCMP=KMNew_NavMenu_Shop_PrepaidPlans) to make calls. Please refer to [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters) for more information.

To help you keep track of your usage, we'll send you reminders each time you use a 10% increment of your data. You can opt out of these messages at any time.

## Changing your Prepaid plan

You can change your Prepaid Plan any time in [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). You have two options: 

- Change the plan immediately 

- Change the plan on your next renewal date.

## Changing your Prepaid base plan on your next renewal date

We recommend you choose this option, because it allows you to use up the Prepaid Base Plan you’ve already paid for until your next Prepaid Base Plan renewal date. Here are some things you should know about:

- When changing the plan on your next renewal date, the amount due will be automatically updated and that amount will be charged on your next renewal date.

- You can cancel a future-dated Prepaid Plan change at any time by going to the ‘Plan & Booster Add-ons’ tab and selecting ‘Cancel Change.’

## Changing your Prepaid plan now

If you’ve used up all of your talk, text, or data allotment and want to change your Prepaid Base Plan early, here are some things to keep in mind:

- A new payment cycle starts when you activate your new Prepaid plan. 

- Your Prepaid Plan will not be prorated, which means that any days or recurring promotions (data/voice/text) remaining in your current payment cycle won’t be added to your new Prepaid plan.

## How to change your Prepaid base plan

1. Log in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com)

2. Select the __Plan & Booster Add-ons__ tab on the right side of the screen.

3. Navigate to __Change My Plan__

4. Select your preferred new plan.

5. Select __Change Plan on Renewal__ for changes to take effect at your next plan cycle or __Change Plan Now__ for immediate changes.

6. If you have a promotional code, input it in the ‘Promotional Code’ box and click __Add__.

7. Review your payment method.

8. To confirm the plan change at your next renewal, click __Confirm Change Plan.__ For immediate changes, click __Complete Payment__.

__Note:__ Changes scheduled for your renewal date will be processed without any immediate charge. Your account will be updated on your next renewal date. If you’ve recently changed to a Prepaid plan with a different data speed, it may take up to 48 hours until the speed change kicks in.

## Renewing your Prepaid plan
You can view your Prepaid base plan renewal date by logging in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve").

- If you don’t renew your Prepaid plan when it expires, your prepaid service will be __suspended__ until you top-up and purchase a Prepaid plan again. 

- If you don't make a payment on your Prepaid plan for 90 days, your account will be __deactivated__ and you’ll lose your phone number and any funds remaining on your account balance, including your boosters.

Your Prepaid plan will automatically renew every 30 days, as long as there are sufficient service credits on your Koodo Prepaid account balance before the time of renewal.

## Not enough credits?
If you didn't have enough service credits at the time of renewal and your Prepaid plan expired, you can resume your Koodo Prepaid service by simply topping up your account. As soon as enough credits are added to cover the cost of your Prepaid base plan, it will automatically renew.

To make sure you have enough credits at the time of your Prepaid plan renewal, register for automatic 30-day top-ups – it makes Koodo Prepaid truly worry-free. Check out our Help page “[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account)” for more information.

## Making calls on the Unlimited Messaging Prepaid base plan

### Prepaid Base Plan Talk and Text 
With Koodo Prepaid, every base plan receives:

- Unlimited incoming calls
- Unlimited International Text & Picture Messaging
- Voicemail,
- Call display+
- Call Waiting
- Call forwarding
- Conference Calling

For any extra Data, Roaming, Talk or Text needs we have Booster Add-ons for purchase that never expire!

If you want to make or receive calls, add a Talk Booster, starting from $5. If you don’t use all of your minutes, they’ll carry over the next time you renew your Prepaid plan.

## Expired Prepaid plans
If you just bought a Prepaid base plan and saw a message in Self Serve that your Prepaid base plan expired, that means you didn’t have enough funds on your account balance to activate the Prepaid plan. Once you top-up your account to cover the cost of your selected Prepaid base plan, your service status will change to "Active" and you'll be able to access your services. Check out our Help page “[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account).” 

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. What's the minimum cost of a Prepaid plan and how many minutes does it include? Is it pay-as-you-go?__

Our lowest costing plan is $19 with unlimited Canada-wide calling and international texting. There is also a bonus 500 MB of data per month when you sign up for Automatic top-up.<br><br>

__2. What are the costs for Prepaid services and data?__

Your Prepaid plan *plus* any Booster Add-ons that you purchased. You won’t be charged for overage fees on Prepaid.<br><br>

__3. What's the maximum length of time I can not pay before my account expires?__

If you don’t top up for __3 months (90 days)__, we deactivate your account and you lose your phone number. You can make a payment any time in advance of the 90 days to regain service.<br><br>

__4. How do I go from a 30-day Prepaid plan to a 360-day plan?__

You can log into your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account and go to the __Change Base Plan__ option. Please note that you can only pay for this plan yearly, not monthly.<br><br>

__5. If I want to switch plans, can I get a refund for any unused months?__

There are no refunds for any unused months or leftover data. If you want to switch to a plan before your 360 days are used, you won’t receive any credit or get money back.<br><br> 

__6. What’s the difference between 3G and 4G speeds at TELUS and Koodo? How does the experience change?__

- __4G speed:__ includes seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. You’ll also have a richer social media experience with greater access to content and embedded videos.

- __3G speed:__ supports more basic functionality, like checking your emails, surfing the internet, and streaming standard-definition video. Your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.<br><br>

__7. I’m a current Koodo Prepaid customer looking to move from a 4G LTE plan to a 4G speed plan. Will I notice a change in my experience?__

No, it’s unlikely that you’ll notice any change to your experience. At speeds up to 100 Mbps, you’ll still enjoy seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. It’s important to know that 100 Mbps is still fast!<br><br> 

__8. I’m moving from a 4G speed or 4G LTE speed plan to a 3G speed on a 360-day plan. Will I notice a change in my experience?__

You might notice a change going from 4G speed (seamless HD video streaming, video calling, and gaming) to 3G speed, which is better suited to basic functions (checking your emails, surfing the internet, and streaming standard-definition video).
Moving to 3G speeds, your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.<br><br> 

__9. Can a customer with a CAN-US calling rate plan make calls in the US without additional charges?__

No, CAN-US rate plans only include calls to the U.S. Customers will need to purchase a [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) to make calls and access cellular data within the U.S.
  </div>

<br><br>__Related help pages:__

- [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters)

To use Koodo Prepaid, you'll need a base plan. Here's the low down on our Prepaid base plans. 

Base plans

Prepaid plans

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:__ 

- __For Koodo Prepaid:__ Ensure your current account is active and that the amount you’ve topped up is enough to cover the base plan associated with your account. 

- __For Koodo Postpaid:__ 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 experience 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. You can also get help from a rep at [a store near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_NotificationBAN_PrepaidSIM).
  </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?__

Possible reasons for porting issues: 

- You didn’t respond to port confirmation SMS within 25 minutes

- 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](https://www.koodomobile.com/en/help?autobots=rollout) for more help through typing #PortHelp.<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

Activating

New to Koodo? 

Ready to kick off your Koodo Prepaid SIM trial? We've got you covered with some easy steps to get you started.

## What do I need to do to start my trial? 

1. Insert the Koodo Prepaid SIM into your phone once you’ve landed in Canada. Your exclusive rate plan will be activated as soon as your phone connects to the Koodo network. 

You’ll also receive your first SMS with your new PIN. Use your Account PIN XXX when you dial __* 611__ to easily review account details, register for Automatic Top, and more, or, when you schedule a callback with a Koodo rep over the phone.

2.  The next day, you’ll receive your phone number by text. 

3. To change your preferred language (default English) on your account, set up a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

4. Before your 30-day trial ends, keep the happiness rolling with exclusive deals and your choice of prepaid and postpaid plans.

## Want to change your Koodo Prepaid trial phone number? 

Once you’ve activated your SIM card, follow these steps: 

1. Register for your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. For more information, check out the “[Koodo Prepaid Self Serve](https://www.koodomobile.com/en/help/koodo-prepaid-self-serve-faqs)” Help page.

2. Under __Profile__ select __Change Phone Number__.

3. Select your local calling area in Canada, then select a phone number and submit.

4. You’re done!

## How do I continue my service after my trial ends?

You have two choices: 

1. You can continue with the __Koodo Prepaid__ service by topping up your account. 

2. Switch to a __Koodo Postpaid (monthly)__ service. Click [here](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service) for more information.

__Heads up!__ We have a newcomer-friendly credit policy. A credit check is required for all new Postpaid activations. For more details about credit check requirements, click [here](https://www.koodomobile.com/en/help/credit-check-requirements).<br><br>

### Continue with Koodo Prepaid service

We love having you at Koodo!

To keep the happiness rolling, you can top up your account by registering for a  [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. If you don’t have an account, it takes only a few minutes to register. All you need is:

- Your Koodo Prepaid phone number

- Your unique 6-digit code sent by SMS

- Your email address and created password

During the registration process, an SMS with a 6-digit code will be sent to your Koodo phone for validation. Enter this code to continue with the registration process.

Start your [Registration for Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) now.<br><br>

## Once you have a Self Serve account, you can choose from three top-up options:

__1. Credit or Debit card:__ You can easily pay your bill by registering a credit or Visa Debit card on your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. While you’re at it, you can also register for automatic 30-day top-ups.

You can also pay with your credit or Visa Debit card over the phone using Interactive Voice Response (IVR). Dial * 611 and follow the instructions when prompted.

__Note:__ Only a credit or Visa Debit or MasterCard Debit card with a Canadian/U.S. address can be registered to your account. International credit/Visa Debit or MasterCard Debit cards are not accepted.<br><br>

__2. Top-Up Voucher:__ Koodo Prepaid top-up vouchers are available in [stores across Canada](https://www.koodomobile.com/prepaid-vouchers).

__To redeem your top-up voucher:__ Visit [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/), go to “Payments,” then select “Add funds with Top-up voucher,” and input your 12-digit code.<br><br>

__3. Instant Top-Up:__ Tell the cashier how much you want to top-up ($10 - $100) and your phone number to have it instantly added to your account. Available at [select locations across Canada](https://www.koodomobile.com/prepaid-vouchers).

__Note:__ In order to continue the service after your 30-day trial, your account needs to have enough money to pay for the next 30 days of service (enough to cover your plan). 

Learn more about topping up your prepaid account [here](https://www.koodomobile.com/en/help/topping-your-prepaid-account?search_api_views_article_search_fulltext=how%20to%20top%20up%20your).

<br><br>__Need more help?__ Chat with our [Koodo Prepaid Assistant](https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html).

  </div>


Koodo Prepaid Mobile Trials

From time to time, we offer special promos for select customers to redeem discounts, credits, bonus add-ons (and so much more!) on their Koodo Prepaid service. These promos are redeemed using Promo Codes or they may also be Auto-load Promos (which are automatically applied offers on your base plan). 

## Adding a promo when activating your plan

Adding a promo to your plan during activation is easy! Just follow these steps:

1. Follow instructions on the “Activating your prepaid account” Help page to begin your activation.

2. Follow the step-by-step process until you get to Step 4: “Payment”

3. From here, you can add a promo in the following ways:

 __1. Promo code:__ Enter an eligible promo code in the “Promo Code” field 
- Click “Add” to make sure the code is validated

- If you’re having trouble applying your promo code, double-check the spelling and eligibility criteria.

__2. Refer a Friend code:__ Enter the 6-digit code in the “Refer a Friend Code” field 

- Click “Add” to make sure the code is validated so you and your friend can get your $25 credit ($5/month for 5 months)

- Eligible on plans greater than $15.

- For more details, take a look at our [Refer a Friend](https://www.koodomobile.com/en/services/refer-prepaid) page.<br><br>

## How do I know if my promo was successfully applied?

An accepted promotion will turn purple and populate below the promo code field. It should look something like this:

![Promo Code - Entry Field](//images.ctfassets.net/8cecwr1x4jkf/51kfhxEB9g784XIVUDa0Xw/c8eac1be1bef8cbaeb9a6ac77932c7c2/IMAGE_1.PNG?w=700)

If it appears red with an exclamation mark (!), your promo has not been accepted.

![Invalid Promo Code](//images.ctfassets.net/8cecwr1x4jkf/oDLceHR0t9jCvDZwNXUCy/6e335964361c419ec474a2e80f976847/Red.PNG?w=700)

__Note:__ During activation, at the “Review Your Order” stage, you can review your activation details including any promos applied before proceeding to payment.<br><br>

## Applying a promo when changing your plan

To apply a promo when changing your plan, just follow these steps:

1. Sign in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/)

2. On the Overview page, select __Change Plan__, then select the plan you want 

3. Select __Proceed to payment__.

4. Enter the promo code in the “Promotional Code” field when you switch to a qualifying plan, then select __Add__ to include the offer in your checkout cart.

__Note:__ If you have an existing promo on your account that extends over multiple months (e.g. $5 off for 3 months) and you change your plan before it ends, you could lose all associated discounts or bonus features.<br><br>

### How do I know if my promo was successfully applied?

If the promotional code is accepted, the promo field will turn green and you’ll see the checkmark (✔)

![Promo Code Accepted](//images.ctfassets.net/8cecwr1x4jkf/58rBhxAetNT3Qs9NxSDy7p/9fabb9a440324f5354b1563348492a53/Promo_Code_Accepted.png?w=400)

If the promo field appears red with an exclamation mark (!), your promo has not been accepted.

![Promo Code Not Accepted](//images.ctfassets.net/8cecwr1x4jkf/4Hp9EzHKpFDWVvcLkwGGPb/9a6b38ecde1bb6c294306ffacdf803b0/Not_accepted.png?w=400)<br><br>

## Viewing your promos in Self Serve

You can view the details of any promo on your account by logging in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) and visiting the Overview page. In the section called “Promotional Usage,” you’ll be able to see:

- Your usage on promo features (e.g. data bonuses).

- The remaining portion you have left if you’re on a promo that extends multiple months.<br><br>

## Refer a Friend program 

When you refer a friend to Koodo and they activate a new Prepaid plan, both of you are eligible for a $5 credit each. If your friend stays with Koodo for a subsequent month, you and your friend will get an additional $5 credit each for up to 5 months for a total of $25 to a maximum of 3 referrals a year ($75). $15 plans are excluded.

For more details, check out our [Refer a Friend](https://www.koodomobile.com/en/services/refer-prepaid) page.<br><br>

## Promos on suspended accounts

__Recurring promos__

If you’re on a recurring promo and your account is suspended, you will only lose the promo if you reactivate on a __new__ plan. If you top up your account on the same plan, your promo will remain on your account.

For example, if you’re on a promo that provides 500 MB of bonus data for 5 months and you fall into suspend in month 2 and you decide to:

- __Reactivate on a new plan:__ You’ll lose your recurring promo, but you’ll still be eligible to redeem promos that are in-market at the time of activation. 

- __Top-up on your existing plan:__ You’ll be able to resume the remainder of your promo and receive the remaining 3 months of the promo after reactivating.

__Just to let you know:__ Accounts are deactivated after 90 days in suspend. Learn how to reactivate your plan [here](https://www.koodomobile.com/help/topping-your-prepaid-account).

Prepaid Koodo customer? Here's the 101 on redeeming your promos!

Koodo Prepaid Promos

__Important:__ United States carriers will have turned down their 2G and 3G/HSPA networks. As a result, customers will require a LTE or VoLTE capable device to use U.S. roaming add-ons or they will not receive service (including 9-1-1 calls) while traveling in the U.S. Impacted customers will also not be able to access services such as welcome messages, voicemail notifications, usage notifications for voice, notifications when trying to make an international call as well as the ability to set up voicemail while in the U.S. This shutdown will not impact your service in Canada.

Check out the section titled __"FAQS: US 2G and 3G/HSPA NETWORK SHUT DOWN"__ to learn how this will affect your Koodo Prepaid roaming service in the U.S. (including Puerto Rico and the U.S. Virgin Islands): 

<div class="collapsible">
  <h3> FAQS: US 2G and 3G/HSPA NETWORK SHUT DOWN </h3>
</div>
<div class="content">

__Who’s affected by the shutdowns?__

The U.S. 2G and 3G/HSPA network shutdowns will only affect phones that don’t support 4G LTE data and Voice over Long-Term Evolution (VoLTE) roaming.

Those with an affected device will no longer be able to make or receive wireless calls (including 911 calls), send or receive text messages, or use cellular data while roaming in the U.S. (including Puerto Rico and the US Virgin Islands).

__Note:__ The U.S. shutdown won’t affect your Canadian service.<br><br>

__Which Koodo Prepaid services will be affected?__

Following the T-Mobile 2G network shutdown and the AT&T 3G/HSPA network shutdown, when roaming in the U.S. (including Puerto Rico and the US Virgin Islands), customers will require a LTE or VoLTE capable device to use U.S. roaming add-ons traveling to the United States or they will not receive coverage for the following:

- 911 calls
- voice calls
- accessing voicemail
- receiving notifications, text messages, or data

Impacted customers will be unable to use services such as:

- welcome messages
- voicemail notifications
- usage notifications for voice
- notifications when trying to make an international call 
- the ability to set up voicemail while in the U.S. <br><br>

__Can I continue to use my Koodo Prepaid service in Canada?__

Absolutely. The US  2G and 3G/HSPA network shutdowns will not impact your Koodo Prepaid service in Canada. <br><br>

__Can I use Voice over Long-Term Evolution (VoLTE) roaming calling in the U.S.?__

Yes, you can! For more info, check out our [VoLTE (voice over LTE) for Koodo Prepaid](https://www.koodomobile.com/en/help/volte-koodo-prepaid) help page. <br><br>

__If I purchase or use a new Voice over Long-Term Evolution (VoLTE)-capable device with my Koodo Prepaid service, will I be able to use VoLTE in the U.S.?__

Yes, you can! For more info, check out our [VoLTE (voice over LTE) for Koodo Prepaid](https://www.koodomobile.com/en/help/volte-koodo-prepaid) help page.

  </div>

## Travelling & Roaming

Only Koodo postpaid monthly plans/phones can be used internationally. If you have a Koodo Prepaid plan/phone, you can only use it in Canada and the U.S.

If you’re planning to travel to the U.S., you'll need to purchase [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) starting from $5. Add-ons are activated when you complete your purchase. Any unused minutes, text or data will be carried over when you renew your base plan, so choose the largest Booster add-ons if you want to enjoy our best rate. These U.S. Roaming Booster add-ons will never expire. Please refer to [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters) for more information. 

Roaming services are available in all 50 States in the U.S. (including Alaska and Hawaii) as well as Puerto Rico and the U.S. Virgin Islands. 

### International Calling 

__For making calls:__

- If you need to make an international call (including to the U.S.) you’ll have to purchase a [Long Distance Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans), which can be used to make calls to 50 international destinations. Check out our __list of available countries__. Any unused minutes will be carried over when you renew your base plan as our Boosters never expire.

<div class="collapsible">
  <h3>Available countries:</h3>
  </div>

<div class="content">

__A__
- Australia
- Austria

__B__
- Bahamas
- Bangladesh
- Brazil

__C__
- Chile
- China
- Colombia

__D__
- Dominican Republic

__E__
- El Salvador
- Egypt

__F__
- Finland
- France

__G__
- Germany
- Greece
- Guatemala

__H__
- Hong Kong

__I__
- India
- Iran
- Ireland
- Israel
- Italy

__J__
- Jamaica
- Japan

__K__
- Korea (South)

__M__
- Malaysia
- Mexico

__N__
- Netherlands
- New Zealand
- Nigeria

__P__
- Pakistan
- Philippines
- Poland

__R__
- Romania
- Russian Federation

__S__
- Saudi Arabia
- South Africa
- Spain
- Sri Lanka
- Sweden
- Switzerland

__T__
- Taiwan
- Thailand
- Trinidad and Tobago
- Turkey

__U__
- United Arab Emirates
- United Kingdom
- United States

__V__
- Venezuala
- Vietnam
</div>

__For receiving calls:__

- If you're on a base plan that __includes__ calling, you can receive free incoming calls from any country in the world.

- If you’re on a plan that __doesn’t include__ calling, you’ll have to purchase a [Long Distance Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans) to receive calls from any international destination. Incoming calls are deducted at 1 min per min of talk from your Talk Booster.
- 
Please refer to [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters) for more information.

### Changes to Prepaid U.S. and international long distance calling
As of June 21, 2018, Canada-wide Talk Boosters will no longer be able to make international & U.S. calls.

Customers who purchased a Canada-wide Talk Booster Add-on before June 21, 2018, can still use it to make U.S. and international calls until it is used up.

Need help? Visit [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) for help and to see your Booster-add on balance.

If you want to know how postpaid plans work out of province, click [here](https://www.koodomobile.com/en/help/easy-roam).

<div class="collapsible">
  <h3>FAQ</h3>
  </div>

<div class="content">

__1. How can I activate Easy Roam on prepaid?__

Easy Roam is not available on prepaid and can be used only by customers on the monthly plans. To learn more about monthly prepaid plans, check out the Help page “[Moving from Prepaid to Monthly Postpaid Service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)” <br><br>

__2. Can I use my plan in the U.S. without a roaming add-on?__

No, you need to purchase [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) to use your plan in the U.S. <br><br>

__3. Will I receive SMS/Calls on my Prepaid phone if I'm outside of the U.S and Canada?__

Unfortunately, you won’t be able to use your prepaid phone outside the U.S and Canada. This means you also won’t receive SMS messages or calls.<br><br>

__4. Why am I being overcharged for my service while in the U.S.?__

There are no pay-per-use charges on Koodo Prepaid. If you’re experiencing overcharges, it might be due to not having the appropriate add-ons activated. Please make sure you’ve purchased and activated the [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) before using your phone in the U.S. To learn more about how to purchase a booster, check out the [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters) page.<br><br>

__5. My Self Serve isn’t working while I’m abroad. What can I do?__

Self Serve is accessible in countries outside of Canada and the U.S. If you can’t access Self Serve, check your internet connection or restart your device. For more information, check out the [Troubleshoot mobile phone problems when traveling](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling) page.<br><br>

__6. Why am I charged for international roaming when I’m not abroad?__

There are no pay-per-use charges on Koodo Prepaid, but, if you’ve purchased the [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans) and are close enough to the U.S. border, your device could automatically connect to a U.S. network. If this happens, your U.S. boosters may be accidentally used up.

Here are some tips to avoid accidental charges when close to the U.S. border:

1. __Turn data roaming off in your mobile device’s settings:__ Have data roaming off in your mobile device’s settings when close to the U.S. border. For instructions on how to manage data roaming in your device’s settings, check out our [Help page](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device).

2. __Manually select “Koodo” as your mobile network operator:__ Your device is set to automatically connect to the Koodo/TELUS network while in Canada. To ensure seamless service when travelling to the U.S, this setting will also pick up the applicable U.S. network whenever it's stronger. So if you’re constantly connecting to a U.S. network while still in Canada, you can manually select the Koodo/TELUS network in your device’s mobile network settings to avoid this.

__Note:__ If you opt for a manual selection of the Koodo/TELUS network, remember that you’ll need to switch back to the automatic network selection setting, if you ever decide to roam in the U.S. or internationally to ensure your service will work. Learn how to [manually select your network operator](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling).<br><br>

Koodo Prepaid has national coverage, which means you don’t pay roaming fees across Canada, and provides coverage to 96% of the Canadian population. To see where all these people live, check out our [network coverage map](https://www.koodomobile.com/en/network).
</div>

<br><br>__Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Easy Roam®](https://www.koodomobile.com/en/help/easy-roam)

Calling long distance, traveling or roaming on Koodo prepaid? Find out everything you need to know right here. 

Long distance, travel and roaming on Prepaid

If you’re currently a Koodo Prepaid customer and want to move your number to a provider within TELUS, we’ll automatically move your Koodo service over, so you can enjoy a smooth transition to one of our sister brands – even if your account status is expired. You’ll see the shifting without doing the lifting!

__Just so you know__

- An expired account state means your account is still active, but services are temporarily suspended because you did not top up to renew your account

- You’ll need to contact Customer Service for assistance, if you’re switching to Public or if your account status is in any other suspended state, such as blacklisted (fraud), lost, or stolen


Enjoy a smooth transition to one of our sister brands!

Moving your number to another TELUS provider

We understand that some things must come to an end. Before you unsubscribe, we have a friendly reminder that there are plenty of great offers available for you in Self Serve! Go to the __Change my plan__ section in Self Serve to [see if there’s a plan](https://www.koodomobile.com/my-account)  that’s perfect for you. You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to discuss available offers or to get answers to your other burning questions!

If you’ve explored Self Serve and chatted with our digital rep but simply couldn’t be wooed by our enticing offers, as you head out please keep in mind that:

1. You'll need to pay any outstanding bills and charges to your account.

2. If your Tab balance has not been paid off and/or you still have a remaining Tab Bonus balance, you’ll be charged the remaining Tab and/or Tab Bonus balance (subject to any applicable adjustments) on your next bill. You can log into Self Serve to find your remaining Tab and Tab Bonus balances.

3. If you're planning to move your number to another provider, you'll need to keep your Koodo account open until this process has been completed, so you don’t lose your number.

4. You'll be able to access your Self Serve for 90 days after cancellation. After 90 days, you won't be able to access your account, and you'll need to contact us in order to complete a payment.

If you'd like more information about cancelling your Koodo services, please schedule a callback through __[Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout)__. If you're out of the country and/or unable to schedule a callback, please send us a private message on [Facebook](https://www.facebook.com/Koodo).<br><br> 

<div class="collapsible">
 <div class="t-heading-h3"> Transferring your number to another provider (porting out)? </div>
</div>
<div class="content">

We’re sad to see you go, but we won’t leave you high and dry. Before you leave, here’s some important information to keep in mind:

1. There’s no need to call us to cancel; once your new service provider has completed your number transfer (port-out), your Koodo line will automatically be cancelled.

2. You’ll receive a final bill from Koodo in your Self Serve account as well as an email confirming your cancellation.

3. __Receiving a credit after cancelling your Koodo services:__ If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you.

__Heads up!__ You might notice an interruption in some services for up to __4 hours__ after a mobile number transfer and for up to __2 days__ after a landline number transfer. This entails possibly receiving some of your services (SMS, texts, calls, etc.) on your Koodo SIM card and some on your new service provider’s SIM card until the transfer is complete. 

If you continue to experience interrupted service past these allotted times, please contact your new service provider for assistance. 

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your number to TELUS? </div>
</div>
<div class="content">

Koodo customers can access 5G service, Canada-US plans, family discounts, and more great benefits with TELUS. 

If you have a Tab and/or Tab Bonus balance with Koodo, you can use [Tab carryover](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) to convert those balances to TELUS Easy Payment and Device Discount balances and continue making monthly payments towards your device with TELUS.

- You can move your service to TELUS and carry over your Tab at any TELUS or Koodo store, authorized dealer, retailer, or over the phone with our sales and support teams. In some cases, a credit check may be required to activate your new TELUS service.

- You must complete at least 90 days of your current Tab agreement before being able to transfer balances to TELUS. 

- Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

- To carry your Tab balance to TELUS, both TELUS and Koodo account holders must approve: 

  - If you're not the holder of the Koodo account, please ensure that the Koodo account holder or an authorized user is available to approve the transaction. 

  - If you're creating a new account with TELUS, you'll be the account holder. If you're adding a line to an existing TELUS account, the holder of that account must approve the new line.
    </div>

<div class="collapsible">
 <div class="t-heading-h3"> Need help cancelling a line for a customer who is deceased? </div>
</div>
<div class="content">

You’ll have 3 options:

- Complete a transfer of ownership

- Cancel the subscriber(s) line

- Cancel the account on behalf of the deceased customer

Please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will help you with your preferred option. You'll be required to provide the account PIN or be asked to validate three pieces of information we have on file: Date of birth, Driver’s license, last 3 digits of the SIN, last 4 digits of the credit card.

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

__Where can I [return](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone?search_api_views_article_search_fulltext=returning) equipment?__

- __In-store purchases__: You can return your Koodo phone within 15 days of purchase. Just take it back to the shop/retailer in near-new condition and with the original packaging.
- __Online purchases__: If you bought the phone online, you can return your device within 30 days of purchase. You'll need to get in touch with our Web Store team first. You can do so by scheduling a callback through [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support).

  </div>
 <br><br>

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<br><br>

__Related help pages:__
- [Your Koodo bill after you cancel](https://www.koodomobile.com/en/help/your-koodo-bill-after-you-cancel)
- [Reporting your lost or stolen phone](https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone)
- [Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Setting up pre-authorized payments](https://staging.www.koodomobile.com/en/help/setting-pre-authorized-payments)
- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [TELUS IP Relay](https://www.koodomobile.com/en/help/IP-Relay?search_api_views_article_search_fulltext=ip%20relay)

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Before cancelling your account, there are a few things you need to know. Check them out here. 

Things to know about cancelling your Koodo services

Call Forwarding can be added to your account for $5/month in [Self Serve](https://www.koodomobile.com/my-account).

1. From the Self Serve drop down menu, select __Mobile services__
2. On the Mobile services page, select __Manage add-ons__
3. On the add-ons page, select __Call Forwarding,__ then click the button __Add to plan__ and follow the steps to submit your selection.

### Activating Call Forwarding

Take a look at our chart below to find the activation code you need.

Once you've found your code, follow these steps to activate Call Forwarding: 

- Enter the code before the area code and number you want to forward your calls to.
- Enter # and then press Send.
- You'll see a message notifying you that Call Forwarding has been activated.

__Note:__ Only the ‘Call Forwarding unreachable’ feature can be used on Prepaid.

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      display: block;
      visibility: visible;
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</style>

<table class="cfTable cfTable--desktop">
  <thead>
    <tr>
      <th>Call Forwarding type</th>
      <th>Description</th>
      <th>Activation code</th>
      <th>Deactivation code</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td>Call Forwarding unconditional<br><br> Note: Prepaid accounts don't have this functionality</td>
      <td>Forwards all incoming calls to another number</td>
      <td>*21*</td>
      <td>#21#</td>
    </tr>
    <tr>
      <td>Call Forwarding busy</td>
      <td>Calls will forward only when you're on the phone and the line is busy</td>
      <td>*67*</td>
      <td>#67#</td>
    </tr>
    <tr>
      <td>Call Forwarding unreachable</td>
      <td>Calls are forwarded if your phone is turned off or out of a coverage area</td>
      <td>*62*</td>
      <td>#62#</td>
    </tr>
    <tr>
      <td>Call Forwarding no reply</td>
      <td>Calls will get forwarded only if your phone rings and is not answered</td>
      <td>*61*</td>
      <td>#61#</td>
    </tr>
  </tbody>
</table>


<table class="cfTable cfTable--mobile">
  <thead>
    <tr>
      <th>Activating/De-activating Call Forwarding</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td>
        <span>Call Forwarding unconditional</span>
        <span><small>Forwards all incoming calls to another number</small></span>
        <span><small>Activation Code: <strong>*21*</strong></small></span>
        <span><small>De-activation Code: <strong>#21#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding busy</span>
        <span><small>Calls will forward only when you're on the phone and the line is busy</small></span>
        <span><small>Activation Code: <strong>*67*</strong></small></span>
        <span><small>De-activation Code: <strong>#67#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding unreachable</span>
        <span><small>Calls are forwarded if your phone is turned off or out of a coverage area</small></span>
        <span><small>Activation Code: <strong>*62*</strong></small></span>
        <span><small>De-activation Code: <strong>#62#</strong></small></span>
      </td>
    </tr>
    <tr>
      <td>
        <span>Call Forwarding no reply</span>
        <span><small>Calls will get forwarded only if your phone rings and is not answered</small></span>
        <span><small>Activation Code: <strong>*61*</strong></small></span>
        <span><small>De-activation Code: <strong>#61#</strong></small></span>
      </td>
    </tr>
  </tbody>
</table>


__Example with Call Forwarding Unconditional:__
- Dial \*21\* 416-123-4567# and press Send.

__Deactivating Call Forwarding__
- Enter the deactivation code and press Send.

__Example with Call Forwarding Unconditional:__
- Dial #21# and press Send. 

__Just so you know:__ The pay per use rate for call forwarding is $0.60 per minute.

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1 - How can I forward calls without being able to turn on my phone?__

You can take the SIM card out of your broken phone and insert it into another working phone. You can then activate call forwarding on the working phone.<br><br>

__2 - How can I forward calls from my landline to my Koodo cell phone?__

Call Forwarding has to be activated by the landline, not your Koodo cell phone. You’ll need to contact the provider of your landline phone and ask how to forward the calls to another number.<br><br>

__3 - Can I forward calls to a number outside my zone?__

On a Koodo cell phone, you can configure call forwarding to any number in the North American Numbering format, ie, NPA-NXX-XXXX, which includes all Canada, U.S., and Caribbean numbers. Forwarding calls to international numbers, e.g. +CC-NN (where the Country Code is not equal to 1), isn’t allowed.<br><br>

__4 - How does voicemail work for forwarded calls?__

For a forwarded call, i.e. A calls B but is forwarded to C and is then forwarded to voicemail, the call would be forwarded to the mailbox of C.

  </div>

You can add Call Forwarding to your Koodo account for just $3 a month. Find out how here. 

Calling features

Call Forwarding

## Canada-wide Alerts

__Percentage Alerts__

With Koodo Shock-Free Data®, we’ll text you when you reach 50%, 90% and 100% of your monthly data limit. When you reach 100% of your data limit, we pause your data and you can choose if you want to add more, right from your phone.

Starting February, 2018 (at the beginning of your new bill cycle), somebody on the account with authority will be able to unpause data by adding a one-time data top-up or pay-per-use from their phone or via Self Serve at koodo.com/selfserve. A customer without [authority](https://www.koodomobile.com/help/permissions "authority") will need to contact somebody on the account with authority to unpause data via Self Serve at koodo.com/selfserve.

__Dollar Alerts__

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive a text alert and their data will be paused when their account has reached $500 in data overage charges. Any one time data top-up or pay-per-use charges incurred by any subscriber on the account will contribute to the data overage charges for the account. To resume data usage, schedule a callback via [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support), and one of our reps will be happy to help you with this. 

You can track your data usage in real-time in [Self Serve](https://koodo.com/my-account "Self Serve").

__How to set up data usage alerts:__

1. Log in to [Self Serve](https://www.koodomobile.com/my-account)
2. From the Self Serve dropdown menu, select __Usage__
3. Select "Change data settings" 
4. On the "Data settings" page, mark each data alert check box that you want to apply to your account, then Save your preference.

## Roaming Alerts

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive an SMS alert at the following account level thresholds of pay-per-use roaming data:

- $25
- $50
- $75

When the account reaches $100 in pay-per-use data roaming charges, roaming data will be paused for all customers on the account and they will receive an SMS alert.

Customers with authority on the account can unpause roaming data for everyone on the account by replying to the SMS alert or through [Self Serve](https://koodo.com/my-account).

Customers with [authority](https://www.koodomobile.com/help/permissions "authority") who have an email address on file will receive email notifications when someone on their account is roaming.

When the account reaches $500 in roaming data charges, roaming data will be paused for everyone on the account. To resume data usage, schedule a callback via __Koodo Assist__, and one of our reps will be happy to help you with this.<br><br> 

__Related help pages:__
- [Data tips](https://www.koodomobile.com/en/help/data-tips)
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [Keeping track of your data usage](https://www.koodomobile.com/en/help/keeping-track-your-data-usage)
- [Monitoring your data in Self Serve](https://www.koodomobile.com/en/help/monitoring-your-data-self-serve)
- [How to: Pausing and resuming data](https://www.koodomobile.com/en/help/pausing-and-resuming-data)

With Koodo Shock-Free Data we'll let you know when you're reaching your limit. Find out about data usage alerts here. 

Data

Data usage alerts

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

<div class="t-heading">Need to change your phone number? Here's how.</div>

*Your voicemail may be reset. Before submitting these changes, make sure to retrieve your voicemail messages.

1. [Log in to your Self Serve account](https://koodomobile.com/my-account "Log in to your Self Serve account").
2. From the Self Serve drop-down menu, select __Mobile services__.
3. Under “Manage your phone number,” select __Manage__.
4. Select __Change my number.__
5. Choose the province and city for your new number.<br>
6. Choose a new area code and the first three digits from the drop-down list, and select __Next__.
7. Choose a new phone number.
8. If no phone numbers appear, select a new area code number and search.
9. Select __Next__.
10. Review your changes and select __Submit__.
11. You’re done! Your new phone number will be confirmed.

<div class="t-heading t-heading-2">Just so you know</div>

- You won’t be able to change your rate plan during the billing cycle that you make this change.
- You won't be able to make or receive calls for 15 minutes.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__1. If I don’t like the phone number that I changed to, can I change it back to my original number?__ 

Your original number will be reserved for a period to prevent it from being used right away.

To get your old number back, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.

__2. Can I put a recording on my old number to announce my new phone number to incoming callers?__

No, this is currently not possible at Koodo.

__3. Is there a fee for changing a phone number?__

Any fees are listed in our ‘[Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)’ chart. 

__4. If I change my phone number, will people who dial my old number be redirected to the new number?__

No, we currently don’t have a feature that would redirect calls from your old number to your new number.

  </div>

<br><br> __Related help pages:__
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)

<style>
  .t-heading {
    font-size: 1.125rem;
    font-weight: 600;
    margin: 1.5rem 0 1rem;
  }
  .t-heading-2 {
    font-size: 1rem;
</style>

Need some new digits? Learn everything you need to know about changing your phone number with Koodo. 

Log in & Profile

Account setup

Changing your phone number

The Tab makes it easy for you to get the phone you really want on the terms that are right for you.

It’s basically the easy and affordable way to get a new phone with Koodo. Once your Tab balance reaches zero, your monthly bill actually goes down – you’ll only need to pay your monthly plan charge.

__Good to know:__ To be eligible for the Tab, you’ll need to pass a credit check. If you don't have a Tab and you want to bring your own phone to Koodo, you won't need to pay a Tab balance.

<iframe width="560" height="315" src="https://www.youtube.com/embed/5I4a8goCXrg" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

[Learn more.](https://www.koodomobile.com/en/services/tab "Learn more.")

## What are my options on the Tab?
The Tab makes getting the right balance of upfront cost and monthly payment easy. If you choose an option with a larger Tab, you can get the latest phones at the lowest upfront cost, as low as $0. Or you can choose a Tab option that allows you to pay more upfront and lower your monthly payments. 

Some rate plans might only be available depending on the Tab you choose. See available rate plans on Tabs as well as the differences between Tab types on our [rate plans page](https://www.koodomobile.com/rate-plans#.). 

## __Finding your Tab balance in Self Serve__
You can see the remaining balance owing on your Tab by logging into [Self Serve](https://koodomobile.com/my-account "Self Serve") and selecting __Koodo Tab__ from the Self Serve menu.

At the top, you’ll see a snapshot of your remaining Tab balance as well as the number of months remaining before your Tab reaches $0. To view a more detailed list of Tab transactions, scroll to the “Tab History” section at the bottom of this page. You might notice that the Tab balance is shown as a negative number. This simply means that you have a remaining balance that will be reduced each month through your Tab payments.

__Please note:__ As of July 5, 2020, Tab balance and transaction details will no longer be on the downloaded PDF bill and can only be seen on the “Koodo Tab page” in Self Serve. Learn more about [the Koodo Tab page](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).

## __Changing your rate plan on the Tab__
Plan not suiting your needs? No worries. Check out [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) to find something that works for you. Note that your rate plan options may vary based on things like your Tab or any special promotions you received when you signed up.

If you want to change to a rate plan that is not available for your Tab or the promotion you received when you signed up, you will need to pay off your remaining Tab and/or Tab Bonus balance before switching to another plan. 

If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan. Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

## __Paying off your Tab__
- When you sign up with a Tab, your Tab balance will be split into 24 months. Each month, you’ll pay a Tab charge, which reduces the Tab balance until it reaches $0.
- You have the option to pay off your Tab balance in full before it reaches $0, but before you can pay off your Tab Balance, you'll need to wait for at least 90 days after you sign up for a Tab. If you pay off your Tab balance but still have a remaining Tab Bonus balance, it will continue to go down each month until it reaches $0 after 24 months.
- __To pay off your Tab balance__, log in to Self Serve then go to "Koodo Tab" to confirm. The charge will be added to your next bill.
- Similarly, when you cancel or upgrade your services, your Tab balance will be added to your next bill. Any remaining credits will help pay down the charge.
- You can pay off your Tab Bonus only when you __cancel, upgrade, or change to an ineligible rate plan__ before the balance reaches $0. See more below about the Tab Bonus.

### How does the Tab Drop-Off work?
Once your Tab balance is $0, the Tab charge drops off your bill, leaving you with more money in your pocket each month.

### What is the Tab Bonus?
Similar to the Tab, the Tab Bonus helps to reduce the cost of your phone, making it easy for you to get the phone you really want. The difference between the Tab and the Tab Bonus is that you pay a Tab charge to reduce your Tab balance every month, but your Tab Bonus is all for you - on us. Learn more about the [Tab Bonus](https://www.koodomobile.com/en/help/Tab-bonus?search_api_views_article_search_fulltext=the%20tab%20bonus).

## __Getting a new plan if you activated or upgraded before April 19, 2015__
Our [Canada-wide plans](https://www.koodomobile.com/rate-plans "Canada-wide plans") are available with the new Tab only. As an existing customer, you can switch to a new plan when you upgrade your phone or when you pay off your Tab balance.

If you’re currently receiving a 10% bring-your-own-phone (BYOP) discount, you’re free to switch to our new plans anytime.

Just so you know, since the new plans are already discounted, you’ll no longer receive an additional 10% off your monthly bill when you make the switch.

## __Account suspension__
If your account is suspended for non-payment, your Tab charge will still be applied on a monthly basis.

To remove the suspension on your account, log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to make the required payment. A reconnection fee will apply.

## __Account cancellation and phone upgrades__
If you cancel your account or upgrade your phone before your Tab balance has been paid off, you’ll be charged the remaining Tab balance and/or the Tab Bonus balance on your next bill (or directly in store for phone upgrades). Please note that if you pay off your Tab early but you still have a remaining Tab Bonus balance, you'll be charged the remaining Tab Bonus balance, plus applicable taxes, upon cancellation or upgrade.

Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under $5 will not be refunded when your service is cancelled.

## What happens if I migrate to TELUS?

If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan.

If you carry over your Tab to TELUS, your remaining Tab balance will be converted to an Easy Payment® balance. The tax on your remaining Tab balance will be charged upfront, and this tax charge will appear on your next Koodo bill. After you convert your Tab balance to an Easy Payment balance, you'll continue to make equal monthly payments corresponding to the number of billing periods left in your service term. 

If you carry over your Tab Bonus balance to TELUS, your Tab Bonus balance will be converted to a TELUS Device Discount balance. You don't have to pay the remaining Tab Bonus balance, but you'll see a charge for it on your next Koodo bill, along with an adjustment to show that the balance was moved to TELUS. At TELUS, your Device Discount balance will continue to decline monthly until it reaches $0 (unless you cancel, upgrade, or change to an ineligible rate plan with TELUS).

If you migrate to TELUS and don't carry over your Tab, you'll pay the remaining Tab Bonus balance, plus applicable taxes, on your next Koodo bill.<br><br>

## Estimating your remaining Tab and Tab Bonus balance

Let’s say you want to calculate your remaining balance after 12 months, and your initial Tab balance is $1200 and your initial Tab Bonus balance is $1000. Here’s how it works:

__1. Tab Balance Calculation__

- Initial Tab balance: $1200
- Monthly Tab charge: $1200/24 months=$50 per month
- After 12 months: $50 x 12 months=$600 paid
- Remaining Tab balance: $1200-$600=$600
- Your remaining Tab balance is $600 plus applicable taxes and subject to applicable adjustments

__2. Tab Bonus balance Calculation__

- Initial Tab Bonus balance: $1000
- Monthly reduction: $1000/24 months=$41.67 per month
- After 12 months: $41.67  x 12 months=$500.04 reduced
- Remaining Tab Bonus balance: $1000-$500.04=$499.96
- Your remaining Tab Bonus balance is $499.96 plus applicable taxes and subject to applicable adjustments

Please adjust these values according to your specific Tab balance and Tab Bonus amounts, keeping in mind that your remaining Tab balance and Tab Bonus balance are subject to tax, so make sure to account for that in your final amount.<br><br>

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The Tab makes it easy to get the phone you want right now. Find out everything you need to know about it right here. 

The Tab and your bill

Everything you need to know about the Tab

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/my-account "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

Upgrading

Changing your mobility rate plan


You can check your data usage in real time by logging in to your [Self Serve](http://koodomobile.com/my-account) account. Select __Usage__ from the __Self Serve__ dropdown menu.

Click __View details__ to access your data history for your current cycle, your previous cycle, and from the previous 2 months.

Here’s a list of your phone’s features that use data.

| Feature   | Uses data     |
| ---------- | ---------- |
| Voice calling       | No       |
| Text messaging       | No       |
| Picture messaging*       | No       |
| Email	       | Yes       |
| Instant messaging (iMessage, WhatsApp)       | Yes       |
| Internet and map browsing       | Yes       |
| Social media updates (Facebook, Instagram, etc)       | Yes       |
| Music and video streaming       | Yes       |
| Video calls and some voice apps (i.e. Skype)**       | Yes       |
| App downloads, add-ons and updates       | Yes       |
| GPS (i.e. Google Maps app)       | Yes       |
| Weather apps       | Yes       |
| Online gaming       | Yes       |

### Managing additional data charges 
Learn about when additional data charges apply, data top-ups, data pay-per-use rates, and data usage notifications. 

<div class="collapsible">
  <h3> How data usage is reported </h3>
</div>
<div class="content">

When reviewing your data usage, you may see instances where multiple "chunks" of data appear to have been consumed at the same time.

The time indicated is when the data session began. But in a single session, you may have incurred multiple instances of data usage. For example:

- You may have watched a video, then left for a few minutes before watching another video
- You may have set up a personal hotspot, then the device that's tethered to yours used some data

When these instances happen in a single session, the data usage chart will show several instances of data usage, all with the same start time.

Also, sometimes when larger amounts of data are consumed, the reporting may be split into smaller segments. For example, if a video consumed 7.2 MB of data, you may see it reported as 5 MB and 2.2 MB, with the same start time.
  </div>

<div class="collapsible">
  <h3> Tips for reducing data use (ANDROID) </h3>
</div>
<div class="content">

- In several applications, like Facebook or Netflix, it’s possible to disable videos playing automatically over cellular data or to reduce the quality playback in the app settings.
- While surfing on the web, enable Data Saver in Chrome settings and Google server will compress the web traffic for your device.
- Some Samsung devices have a Download booster option in the settings that speed up downloads by using both Wi-Fi and cellular connections at the same time. Turning the setting off will prevent the automatic cellular data use on large files downloads.

__Use Wi-Fi whenever possible__

1. From the Home screen, either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Wi-Fi.
4. If Wi-Fi is off, switch to the on position.
5. Select the Wi-Fi network you want to use.
6. If required, enter the password and select Connect.
7. Your device is now connected to the Wi-Fi network. Successful connection is indicated by a Wi-Fi symbol at the top of your display.

__Note:__ Some of the images displayed may appear slightly different depending on the software version your device is currently running.

__Turn off cellular data__

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.
4. The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to select More before tapping on Data Usage.
5. Swipe or select the Data switch to the off position.
6. Select OK when the Mobile Data message appears. This will completely turn off your mobile data connection.

__Notes:__

- You’ll still be able to connect to the internet and use apps as normal if you’re connected to a Wi-Fi network.
- The amount listed besides the date range represents the total amount of data used between the two dates

__Turn off all background data__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it.

- Either swipe down from the top of the screen or select the Apps icon.
- Select Settings.
- Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage.

- Select Menu.

__Note:__ The image of this menu varies depending on the device being used. Tap the one that applies.

- Select Restrict Background Data.

__Turn off the background data for specific apps.__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it. You can control which apps have access to your data on an individual basis and limit some applications to Wi-Fi only.

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage

4. Scroll down the list & tap the app you wish to restrict.
5. Swipe or select the off position.
6. Select OK when the restrict message appears.

__Turn off personal hotspot__

1. Either swipe down from the top of the screen or tap the Apps icon.
2. Select Settings.
3. Select Mobile Hotspot and Tethering.
4. Select Mobile Hotspot.
5. Move the slider to the off position.

__Set data usage blocks and limits__

1. Either swipe down from the top of the screen or select the Apps icon.
2. Select Settings.
3. Select Data Usage.

__Note:__ The image and location of this menu varies depending on the device being used and is included on devices purchased after 2011. Some devices require you to tap on More before tapping on Data Usage.

4. To start, ensure that Mobile Data and Mobile Data Limit are both on.
5. If you ever receive a data usage pop up, simply select OK.
6. Move the Warning slider up or down to the desired amount. From now on, your phone will notify you whenever you reach this threshold.
7. Move the Limit slider up or down to the desired amount. From now on, your phone will automatically block all cellular data traffic when you reach this threshold.

__Note:__ There are three ways to continue using cellular data once the limit you’ve set has been reached:

- Increase the limit by moving the slider up
- Turn the Data Limit switch off
- Wait to receive a new monthly allowance of data when your next bill cycle starts

The most effective way to use data warnings and limits is to adjust the billing cycle so that your phone's data usage meter resets on the same day that your billing cycle starts.

1. Select the Date field.
2. Select Change Cycle.
3. Select the day of the month that your billing cycle starts and select Set.

  </div>

<div class="collapsible">
  <h3> Tips for reducing data use (APPLE) </h3>
</div>
<div class="content">

- Wi-Fi Assist is a feature on iOS 9 or later that automatically switches to cellular data, if the Wi-Fi connection is poor. You can turn it off in the Settings to manage your data use.
- From the Settings menu, you can also verify individual applications, such as iCloud Drive, Podcasts, iMovie, etc. to ensure that Use cellular data is off.
- Within several applications, such as Facebook or Netflix, it is possible to disable videos playing automatically over cellular data or reduce the quality playback in the app settings.

__Use Wi-Fi whenever possible__

Whenever you are near a trusted Wi-Fi network use the Wi-Fi receiver in your device to save your cellular data.

1. From the Home screen, select the Settings icon.
2. Select Wi-Fi.
3. Switch Wi-Fi to the On position.
4. Select the name of the Wi-Fi Network you wish to join.
5. If required, enter the password and select Join.

__Note:__ After you join the network, you'll see a checkmark next to the network name and a Wi-Fi icon will appear in the upper-left corner of your display.

__Turn Off Cellular Data__

To stop using cellular data you can cut access to it using the settings options on your device.

1. Select the Settings icon.
2. Select Cellular.
3. Position the slider to the Off position.

__Note:__

- A Wi-Fi network allows you to connect to the internet and use apps even if cellular data is turned off.
- The amount listed under Current Period in the Cellular Data Usage section represents the total amount of cellular data used since the last counter reset.
- To view the date of the last reset simply scroll to the bottom of the menu.
- To reset the counter simply tap Reset Statistics two times.
- To track your usage on a monthly basis, you can reset this counter on the first day of your bill cycle.

__Limit App Usage__

You can control which apps have access to your data on an individual basis and limit some applications to Wi-Fi only.

1. Select the Settings icon.
2. Select Cellular.
3. Scroll down the screen to reveal the different apps that are using your cellular data. The amount of data used by each app is listed under the app. No figure means no cellular data usage.
4. Toggle the on/off switches to control which applications can use cellular data.

__Turn Off Personal Hotspot__

1. Select the Settings icon.
2. Select Cellular.
3. Select Personal Hotspot.
4. Move the slider to the OFF position.

__Turn Off Push Notifications__

Push notifications are alerts from specific apps that relate to some kind of new information that are pushed to your device regardless of whether you are using the app or not. Although it’s not possible to disable all push notifications at once, it can be done on a per app basis.

1. From the Home screen, select the Settings icon.
2. Scroll down and select Notifications.
3. Select the App you wish to turn off.
4. Move the slider to the OFF position.

__Turn Off Background App Refresh__

Many apps transfer cellular data in the background. This means that an app may download data when you're not using it.

1. Select the Settings icon.
2. Scroll down and select General.
3. Scroll down and select Background App Refresh.

__Note:__ To turn off background updates for All apps, move the slider to the Off position. To turn on background updates for individual apps, turn the slider to the On position and turn on the individual app switch to the desired position.
  </div>

<div class="collapsible">
  <h3> Additional data charges </h3>
</div>
<div class="content">

If the monthly data on your account is used up before the end of your billing cycle, you can purchase additional data by adding a __data top up__ or use additional data at the __pay-per-use rate__.

Pay-per-use data will be charged on a per-line basis on all multi subscriber accounts.

Data pay-per-use rates may vary depending on which plan you are on. Contact us through live chat, email or phone for your plan’s details.
  </div>

<div class="collapsible">
  <h3> Using data while outside Canada </h3>
</div>
<div class="content">

When travelling in the US or over 150 international destinations with Easy Roam, you will continue to use the same monthly data that you use while you’re in Canada. If you use up all your data you can add a data top-up or pay the same pay-per-use data rate just like when you’re at home.

To learn more about Easy Roam click [here](https://www.koodomobile.com/en/help/easy-roam).
  </div>

<div class="collapsible">
  <h3> Data usage notifications </h3>
</div>
<div class="content">

Koodo will notify you about your monthly data usage and any additional data charges on the account by text message. To learn more about data usage alerts, click [here](https://www.koodomobile.com/en/help/data-usage-alerts). 

While data usage notifications are close to real-time, usage meters can be delayed by up to 6 hours. All usage information is approximate. Please refer to your monthly invoice for final charges.

To learn about Shock-Free Data, click [here](https://www.koodomobile.com/en/help/shock-free-data).
  </div>

---

*Data must be enabled on your phone for picture messaging to function properly. That means you can only send a picture or video message if your data is turned on. Data used for picture messaging won’t be charged or deducted from your data add-on or plan. If your data is blocked or turned off, your picture or video messages will not be sent or received.

**Voice calls through third-party apps like Facebook, Skype, and Whatsapp use data. If these apps are using WiFi, you won't be charged for data. <br><br>

__Related help pages:__
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [How to: Pausing and resuming data](https://www.koodomobile.com/en/help/pausing-and-resuming-data)

Remembering to keep track of your data usage can be tough. With Koodo it's easy, you can check it anytime in Self Serve!

Keeping track of your data usage

Sometimes your phone isn’t able to connect to the internet or your cellular data isn't working. Annoying, right? These tips below can help you solve the problem.

Your phone connects to the internet in two different ways: network data (4G LTE) and Wi-Fi. Before you head to a Koodo store or call us for help, here are some possible quick fixes if your phone’s data or Wi-Fi is not working.

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

### Network data troubleshooting
Data lets you access the internet with your phone anywhere on Canada’s largest 4G LTE network.

Can’t connect to Koodo’s data network? Try these tips:

1. __Check if you’ve reached your monthly data limit:__ Log into your [Self Serve](http://koodomobile.com/my-account "Self Serve") account to see if your data usage for the month is at 100%. You can either wait until next month’s billing cycle or add more data to your account on Self Serve. With Koodo’s [Shock Free® Data](https://www.koodomobile.com/en/help/shock-free-data) feature, you'll receive text notifications when you use 50%, 90%, and 100% of your data usage, and we'll pause your data when you reach your limit. 
2. __Remove the SIM card:__ This one is easy. Turn your phone off before removing and reinserting the SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.
3. __Turn on your cellular data:__ Search __Accessing Mobile Network Settings__ in your phone’s interactive tutorials for step-by-step help.
4. __Reset your network settings:__ Resetting your network settings just clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. Search __Network__ in your phone’s interactive tutorials for step-by-step help.
5. __Make sure your APN is sp.koodo.com__. Resetting your network settings will set your APN to its original values.

### Wi-Fi troubleshooting
Don’t want to use your phone’s data? You can always use Wi-Fi to connect to the internet.

If you’re having trouble connecting to Wi-Fi, try these tips:

1. __Restart your phone:__ Believe it or not, this simple step could do the trick! Search Restart in your phone’s interactive tutorials for step-by-step help.
2. __Update your phone’s software:__ If new software update is available, this can sometimes help fix Wi-Fi challenges. 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 losing personal data. Search Back up in your phone’s interactive tutorials for step-by-step help.
3. __Make sure your Wi-Fi is enabled:__ Search Connecting to Wi-Fi in your phone’s interactive tutorials for step-by-step help.

### Configuring your tablet

If you have brought your own tablet to Koodo with one of our bring your own tablet plans you can follow the above steps if you're having trouble connecting. If you have an iPad that you wish to set up with one of our bring your own tablet plans, you will need to manually configure its APN settings to connect to the internet. Here's how: 

1. Insert a __Koodo SIM card__ into an unlocked iPad, or Koodo/Telus iPad
2. Tap __Settings__
3. Tap __Cellular Data__
4. Tap __Cellular Data Options__
5. Tap __APN Settings__ 
6. Change __APN__ to __sp.koodo.com__ 


I can't connect to the internet! Annoying right? Check out Koodo's tips to fix it and get you back online in no time. 

Network

Network coverage

My phone won’t connect to the internet

__Note:__ While we don’t have a Koodo app, our site is [mobile-friendly](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)!<br><br>

If you’re having trouble logging in, there’s probably a simple solution. Let us help!

## FAQ

### __1. I’m being told my username or password is invalid.__
Did you recently reconfirm some information on your account? If so, use the __email address__ and password you set up to log into Self Serve. Your username will no longer work.

### __2. I’m trying to log into Self Serve and it says “we’ve found no match for the information you entered.”__
You probably haven’t yet registered for Self Serve. Ask [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support) how you can set up your Self Serve account, and our digital rep will help you instantly!

### __3. I've just registered for a new account, but I can't view my information on Self Serve.__
If there’s already an account owner for your account, they have to approve you as a user before you can access Self Serve (usually the person who pays the bill). Have them to log in to [Self Serve](https://koodomobile.com/my-account "Self Serve"), go to My Profile, and then Role Management to add you as a user on the account.

If you've already registered for Self Serve, it's possible you already have an account owner profile. Registering a second time will create a new Self Serve account for you, but as an account manager. In this case, you'll want to log in to Self Serve with your old account owner username and password. If you can't remember your old password, use the [Forgot password](https://profile.koodomobile.com/clientIdentity/forgottenPassword.do?parameter=init&serviceType=koodo&intcmp=MyAccount_Login_Monthly_ForgotPasswordLink_062019) link to reset your password and then log in to your account. After you confirm a few details, the next time you log in to your account, use your email address instead of your username.

If you’re still having issues, ask __Koodo Assist__ for help, or schedule a callback and one of our reps will be happy to help you with this.

### __4. When I login, I get this message: "You can’t access this account because (a) your service is cancelled or (b) your account access approval is pending."__
Either your account/phone number have been deactivated due to cancellation/non-payment or your Self Serve account needs to be approved by the account owner (usually the person who pays your phone bill). Once the account owner approves your request, you can log into Self Serve. Not sure what’s going on? [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to find out what’s up.

### __5. I get an error message when I enter an email address.__
The email address you've entered may be linked to an existing account. Try logging in with your previous Self Serve username. If that still doesn't work, [contact us](https://www.koodomobile.com/contact-us "contact us") for help.<br><br>

[Find these answers on Koodo Prepaid.](https://www.koodomobile.com/en/help/forgot-your-prepaid-password-issues-logging-prepaid "Find these answers on Koodo Prepaid.")<br><br>

__Related help pages:__

- [Forgot your password?](https://www.koodomobile.com/en/help/forgot-your-password)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone) 


Can't get in to your Koodo account? Check these top tips for when you're having problems logging in. 

Logging in

Problems logging in?

Nobody likes a surprise bill. Learn how to check your usage below, and never go overboard on your data again.

1. [Log in to your Self Serve account.](https://koodomobile.com/my-account "Log in to your Self Serve account")
2. Select Self Serve at the top of the screen, and select __Usage__ from the drop-down menu. A list of usage meters will show your airtime, data and messaging details.  
3. Select any of the coloured meters to view your usage details.

<br>__Green:__ Good stuff! You’re still within the data included in your plan for your current billing cycle.</br>
<br>__Orange:__ Warning! You’ve used up the majority of your usage.</br><br>__Grey/Expired:__ Oh no! You’ve reached your data limit.</br>
<br>__Red:__ Oops! You’ve reached the limit of your Shock-Free data plan in your current billing cycle, which means you’ve received a notification and agreed to unblock your data. You’re now paying the overage rate for additional data.</br>

### __Just so you know__

- You can set up both Canadian and international data usage alerts.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__If one of the phones on my account reaches its data limit, can I, as the owner of the account, disallow that phone from adding more data?__

Yes, the account owner can remove this authorization from other phones on the account, so that they can't send SMS messages for more data. The owner can also choose not to give the other phone users Self Serve access, and this way the owner will be the only one who is able to add data.  

__Where can I find the details of my past usage, like from a previous month or from years ago?__

This information is shown in the __Usage__ section of your Self Serve account and goes as far back as __3 months__.

  </div><br><br>

__Related help pages:__
- [Data usage alerts](https://www.koodomobile.com/en/help/data-usage-alerts)

Monitoring your data in Self Serve

Only certain customers on an account have the authority to make changes to the account. This includes:

- Adding, moving or changing account features
- Adding, moving or changing a rate plan
- Cancelling an account
- Modifying the settings on an account
- Activating a line on an account
- Transferring ownership of an account ([TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town))
- Having the capability to make international calls
- Requesting hardware upgrades and wireless migrations
- Resetting a password

__Note:__ Only an account owner can add lines, cancel an account, or do a TOWN.

It is possible for more than one person to have permission to make changes. Each additional person with authority to make changes on the account must be added by someone who already has authority - starting with the account owner. <br><br>

### __Why do you need authority to make changes on an account?__
Customers need authority to make changes on an account. This is so that only specific people can make any changes that would alter services or incur charges. This helps to make sure that there are no unexpected surprises on a monthly bill.<br><br>

### __How can I give authority to someone on my account?__

1. Log in to your [Self Serve](https://koodomobile.com/my-account "Self Serve") account

- __To change the role for an account:__ Self Serve dropdown menu > My profile > Mobility > Account access > People and Permissions > Manage

- __To change the roles associated with data settings:__ Self Serve dropdown menu > My profile > Mobility > Data Settings > Notifications & blocks > Manage<br><br>

### __What can someone without authority do to make changes on an account?__
Customers without authority will need to speak to someone on the account with authority in order to make changes.<br><br>

__Related help pages:__
- [Giving manager access to users on your Self Serve account](https://www.koodomobile.com/en/help/giving-manager-access-to-users-on-your-self-serve-account)

Want to know who can do what on a Koodo account? Read about Permissions on an account here. 

Permissions

Starting July 5, 2020, your Tab balance and transaction details, which were previously found in your downloaded PDF bill, can be seen only in the new __My Koodo Tab__ page in Self Serve. 

### Viewing your Tab and Tab Bonus balances

1.	Log in to your [Self Serve](https://koodomobile.com/my-account) account.
2.	Select __Self Serve__ at the top of the screen, then select __Koodo Tab__ from the drop-down menu.
3.	At the top, you’ll see a snapshot of your remaining Tab and Tab Bonus balances as well as the number of months remaining. Your Tab balance is listed on the right side.
4.	To view a more detailed list of Tab and Tab Bonus transactions, scroll to the __Tab History__ section at the bottom of this page. 
5.	The Tab and Tab Bonus balances are shown as negative numbers, which simply means you have remaining balances that will be reduced each month until they reach $0. In the case of the Tab, the balance is reduced by your monthly Tab payments.


Starting June 14, 2020, your Tab balance and transaction details, which were previously found in your downloaded PDF bill, can be seen only in the new My Koodo Tab page in Self Serve.

The Koodo Tab page in Self Serve

You can buy a 2-year or monthly AppleCare+ plan at Koodo stores, Wow! Mobile Boutiques and Koodo authorized dealers.

To get AppleCare+ monthly, you’ll need to visit a Koodo store within 60 days of purchase. Your phone will be inspected and should be in good condition, free from physical damage, before you can buy AppleCare+.<br><br>

AppleCare+ is not available to customers in Quebec.<br><br>

AppleCare+ covers:

__Technical support__
- Direct access to Apple experts
- Mail-in or carry-in repairs
- Express replacement services

__Apple hardware coverage__
- Your iPhone
- Battery
- Time Capsule or AirPort device
- Earphones, accessories, USB cables and power adapters
- Coverage for up to two incidents of accidental damage from handling, each subject to a service fee plus applicable tax

__Software support__
- For iOS and iCloud
- Issues connecting to wireless networks
- Questions about Apple-branded iPhone apps including FaceTime, Mail, Keynote, Pages, and more

### Not sure if you have AppleCare+? You can find out through Self Serve:

1. Log in to __[Self Serve](https://koodomobile.com/my-account)__ 
2. From the __Self Serve__ dropdown menu, select __Mobile services__
3. Select __Manage add-ons__
4. The __“Your current add-on(s)”__ box at the top of the add-ons page will list AppleCare+ as an add-on, if you have it.

For latest AppleCare+ pricing, go to the __Phones__ page and select an iPhone. Choose a phone price, and the __"Protect your phone"__ section will show you the current AppleCare+ fee.<br><br>

__Related help pages:__
- [Device Care Complete](https://www.koodomobile.com/en/help/device-care-complete)
- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)

Just got a new iPhone with Koodo? Here's everything you need to know about Applecare+ .

AppleCare+

You can change your add-ons by logging in to Self Serve. Here's how to do it.

1. Log in to your [Self Serve](https://koodomobile.com/my-account) account.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select the __Manage add-ons__ button.
4. Select the add-on(s) you want, review your changes, and select __Submit__.
5. Woohoo! You’ve changed your add-on. We’ll send you a confirmation email.

To delete an add-on, simply click the __x__ to the left of the add-on in the expandable box titled __Your current add-on(s).__

Want some info on Changing your add-ons with Koodo? Look no further!

Changing your add-ons

You can change your existing security question in Self Serve. Your security question is set up when you register for a Self Serve account and is used to recover your Self Serve email if you’ve forgotten it.

1. [Log in to your Self Serve account](https://koodomobile.com/my-account "Log in to your Self Serve account").
2. On the top left, select the Self Serve drop-down menu and choose __My profile__.
3. On the profile page, select __Change security question__.
4. Choose a new question from the drop-down and enter a new answer.
5. Select __Next__.
6. You’re done! You’ve now changed your security question.

Too many people know your first pet or mother's maiden name? Find out about changing your Koodo Self Serve security question here. 

Forgot password

Changing your Self Serve security question

The Spending Limit Program helps you manage your phone charges by setting a spending threshold on your account. Find out your spending limit by logging in to your [Self Serve](https://koodomobile.com/my-account "Self Serve") account.

### __Making payments to avoid service disruption__
To make sure your service isn’t turned off, you'll need to stay below your spending limit and pay your bill right away. You can pay your bill at [koodo.com/my-account](https://www.koodomobile.com/my-account/billing/bill_summary "koodo.com/my-account") with your credit card or Visa Debit/MasterCard Debit card. Payments are immediately reflected onto your account.

### __Reaching your spending limit__
To help you stay within your limit, we’ll send you a text to let you know when you have __less than $75__ left on your spending limit. To avoid service disruption and a possible reconnection fee, you’ll need to make a payment.

You’ll also be notified when you’ve reached __100%__ of your limit. When this happens, your services are shut off and you'll need to pay in full to restore your service. It could take up to 24 hours for your service to be restored.

### __Managing your spending limit from your phone__
Use Self Serve on your mobile phone to monitor your usage - [save the mobile site to your phone’s home screen](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone) so that you can also:

- Check your account and Tab balance
- View the amount left on your Spending Limit
- Pay your bill
- View and change your monthly plan and add-ons

### __Removing the spending limit from your account__
Your account will be reviewed after 6 months. If you have a good payment history, then we'll remove the spending limit from your account. You'll get a text from us when this happens.

Just so you know: Good payment means you haven’t missed a payment, and your account hasn’t been disconnected or cancelled for non-payment.

### __Pre-authorized payments__
You can sign up for the hassle-free convenience of pre-authorized payments when you’re on the Spending Limit Program, so your payments are received on time, all the time.

Please note that if you’re on pre-authorized payments, you’ll still need to make payments to your account when you receive text notifications that state you’re approaching your limit, or have already reached it. 

### __Account balance__
Your spending limit consists of both your billed and unbilled charges. Head over to [Self Serve](https://koodomobile.com/my-account "Self Serve") to find the charges billed on your last bill and any pending unbilled charges that count towards your spending limit.

If you notice that you're always exceeding your spending limit, you might want to change your plan and/or add-ons.

### __The Tab on the Spending Limit Program__
Just so you know, your Tab charge is part of your monthly spending limit.

### __“Billed” charges__

This is the amount that has already been processed and appears on your most recent Koodo monthly bill. 

### __“Unbilled” charges__

“Unbilled” charges haven't yet been processed to appear on your monthly bill. It's the amount that's incurred between billing cycles, and will show up on your bill when the billing cycle is completed.

See the video:
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/7wptw7YBkYY?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>


The Koodo Spending Limit Program lets you set limits on your Koodo account. Find out more here. 

Spending Limit Program

Spending limit program

Say goodbye to unexpected data charges thanks to notifications and data pauses. Customers who don’t want to receive data usage notifications can turn them off in their [Self Serve](https://koodomobile.com/my-account "Self Serve") account.

### __What is Shock-Free® Data?__
Shock-Free® Data lets you be in control of your own data usage so you can avoid unexpected charges. That means you’ll never go over your data again without knowing. We’ll send you a text when you’re at 50%, 90% and 100% of your data usage.

When you reach your limit, we’ll pause your data so you don’t go over, which means no surprises on your bill.

### __Plans including Shock-Free data__
All monthly Koodo plans as of March 10, 2016, include Shock-Free data at no extra charge. To see if you have Shock-Free data, you can log in to [Self Serve](https://koodomobile.com/my-account "Self Serve") and check your plan description.

If you’re an existing customer without Shock-Free data, you’ll need to change your plan by logging in to Self Serve or renewing your Tab.

### Paused data & buying data top-ups
You can top up your data directly from your Koodo phone with these two options ([authorized users](https://www.koodomobile.com/help/permissions) can make purchases; unauthorized users will only receive the usage notification without an option to top up):

1. Send a text message to 5337 with keyword YES to use your plan’s data pay-per-use rate.
2. Send a text message to 5337 with keyword 17YES to add a data top-up of 500MB for $21 and 25YES to add a data top-up of 1GB for $29. 

If you buy data and use it all up, it will be paused again. You can choose to continue using your data, but you’ll be charged your plan’s data pay-per-use rate.

You can only buy and use top-ups within the same bill cycle; your data will reset with the start of a new bill cycle. Any leftover data can’t be carried over to the next cycle.

Top ups can't be purchased proactively. To change your data limit, you’ll first need to change to a plan that offers more data. Log in to Self Serve to see the latest available plans.

### __Turning off your data alerts__
Data alerts can be turned off in your Self Serve account. If you turn them off, you won’t receive any more data alerts at 50%, 90% and 100% of usage. That means you won't be blocked when you go over your data limit and you’ll continue using data with our pay-per-use rates.

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Shock-Free® Data with Koodo lets you be in control of your data usage. Check out this page to learn more.

Shock-Free® Data

While we don’t have a Koodo app, our site is mobile-friendly! 

You can add the mobile-optimized Koodo Self Serve site to your phone's home screen so you can keep tracking your usage, billing and more. It's basically like bookmarking the site on your phone for easy access. See our instructions below for both iPhone and Android.

<div class="collapsible">
  <div class="t-heading-h3"> How to add Self Serve on your iPhone home screen</div>
</div>

<div class="content">
1. Open your phone's browser and go to <a href="http://koodomobile.com/my-account" target="blank">koodomobile.com/my-account</a>
<br>  
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/5XdtGauXSOwEuJJtJfEdHU/b066437b014c8fd3518049f1695f34fd/ios_screen_1_0.png?w=281&h=499" alt="Koodo Self Serve Mobile Login Page, ios">
<br>
<br>
2. Select the Share icon at the bottom of the screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/77CRKDeqZsDLKzmEczWjui/2f822733eb03d2024e664f8e7eb6418f/ios_screen_2.png?w=281&h=499" alt="Koodo Self Serve Mobile Share Icon, ios">
<br>
  <br>
3. A menu will appear. Select Add to home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/3X2G23OSevWdueN9hYewHQ/49420652dd90eadb6e997cdb0e7e079a/ios_screen_3.png?w=281&h=499" alt="Koodo Self Serve Mobile Add to Home Screen, ios">
<br>
  <br>
4. Edit the name of the shortcut so you can easily find it on your home screen. Tap Add on the top right hand corner to create the icon on the home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/1zQoxD4GvMRVpvCR3lWvsM/e7157dc7d0c3a6bc6342aec34db7765a/ios_screen_4.png?w=281&h=499" alt="Koodo Self Serve Mobile Edit Name, ios">
<br>
  <br>
5. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/271CkARich9Cw5zOpd2p3M/43233bd8972ca247ecef9caa88db7229/ios_screen_5.jpg?w=281&h=499" alt="Koodo Self Serve Mobile Icon, ios">
<br>
</div>

<div class="collapsible">
  <div class="t-heading-h3">How to add Self Serve on your Android phone home screen</div>
</div>

<div class="content">
1. Open your phone's browser, go to <a href="http://koodomobile.com/selfserve">koodomobile.com/selfserve</a> and select the menu button.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/40LA6FxTmQNY07EjImF21K/484708c3a7a55c63fef9e1dcc1f17d8b/android_screen_1.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Menu, Android">
<br>
  <br>
2. Select Add to home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/5q5tHulaa4GVEGDJoxC2QD/979dc3e7b4967562b965301d8c5a4098/android_screen_2.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Add to Home Screen, Android">
<br>
 <br>
3. Edit the name of the shortcut so you can easily find it on your home screen. Tap Add to create the icon on the home screen.
<br>
 <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/2nvLwdIJ1O5Soi29qP6lVJ/3a83f5f8b7020dfadf466b6ef7aa8f2e/android_screen_3.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Edit Name, Android">
<br>
<br>
4. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/7uwZEc5aM0SFyb8hT3uDvS/6c803a29e8ba3a1ab2d7b6c04067d234/android_screen_4.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Icon, Android">
<br>
</div>

<style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    line-height: 1.5;
  }
</style>

Looking for a Koodo App? Find out how to add our mobile optimized Koodo Self Serve to your homescreen here.

Self Serve mobile site

Using Koodo Self Serve on your mobile phone

We feel you. It happens to the best of us!

1. On the [Self Serve login page](https://koodomobile.com/my-account "Self Serve login page"), select __Forgot__? beside the password field.
2. Enter the email that’s registered with your Koodo account.
3. Enter your last name.
4. Select Submit.
5. You should receive a "reset password" link in your email within 15 minutes.
6. Once you receive the email, select the link and create your new password.

### __Just so you know__

It sometimes take 24 hours for a password reset email to appear in your inbox. If you haven’t received it, try retrieving your password again using the above steps. Check your spam folder to make sure emails from *@koodomobile.com* aren’t being blocked. Still no email? [Contact us](https://koodomobile.com/contact "Contact us") and a rep will help you out. If you received a server error, copy and paste the link in a new browser window, and try again.

### __Changing your password__

Here's how you change your password in Self Serve.

1. Log in to your [Self Serve](https://koodomobile.com/my-account "Self Serve") account.
2. Click the __Self Serve__ menu at the top, then from the dropdown select __My profile__. 
3. Next to __Password__, select __Change__, then submit the required information to create a new password using the guidelines provided.
4. Select __Save__.
5. You’re all done! You can now use your Koodo account with your new password.

It happens to the best of us. Find out what to do if you forgot your password for your Koodo account here. 

Forgot your password?

### __Viewing your current bill__
1. [Log in to your Self Serve account.](https://koodomobile.com/my-account "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. To view your most recent bill, select __View PDF__. 
4. To download your bill, head back to Billing and select __Download bill (PDF)__.

### __Viewing your previous bills__
1. [Log in to your Self Serve account.](https://koodomobile.com/my-account "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. To view your previous bills, up to the past 18 months, select __Bills__ then __Download PDF Bills__.
4. Select the blue arrow beside the bill you want to view, and it’ll download as a PDF for you to save or print.

### __Viewing your Tab and Tab Bonus balances__
As of July 5, 2020, Tab balance and transaction details will no longer be on the downloaded PDF bill and can only be seen on the __Koodo Tab__ page in Self Serve. Learn more about [the Koodo Tab page](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).<br><br>

__Note:__ Your Self Serve account holds 18 months’ worth of invoices. To get a bill older than 18 months, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout#.), and a rep will help you with this. Future bills can’t be viewed, because bills are produced based on your billing cycle and will reflect charges for your current cycle. 

__Heads up!__ There’s a $15 charge for each invoice requested from a rep.

<br><br>
__Related help pages:__
- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Error messages and browser compatibility](https://www.koodomobile.com/en/help/error-messages-and-browser-compatibility?search_api_views_article_search_fulltext=browser%20version)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)

Need to view and download your Koodo bills? Here's how. 

E-Bill

Viewing and downloading your bills

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

Did you move recently? Change your address in [Self Serve](https://koodomobile.com/my-account "Self Serve") to keep your records updated. Here's how.

1. [Log in to your Self Serve account](https://koodomobile.com/my-account "Log in to your Self Serve account").

2. From the __Self Serve__ drop-down menu, select __My profile__. Scroll down to __Billing address__ and select __Change__.

3. Your current address will appear in My Profile. To change it, select __Change__.
4. There are a few ways of finding your address:

    a) Start typing your address. When you find the correct address, select it and the form will automatically populate. Select __Submit__.

    or

    b) Manually type your address in the form. Select __Submit__.

5. Find your address on the green verification page and select __Save__.

6. You’ll return to __My profile__, where your address will be updated within 15 minutes.

### __Good to know__

- You must have a Canadian address to register.
- Your mailing address will be verified by Canada Post. If it can't be found in the system, please contact [Canada Post](https://www.canadapost.ca/pca/support/contact/).
- An address can be updated but not entirely removed.<br><br>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__How can I update my address if I don't have an email address?__

If you’re unable to log in to Koodo Self Serve because you don’t have an email address, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), and a rep will be happy to help you. 

__Why can't I ship to an address that is different from my billing address?__

While we understand that you might live where you don't have your card registered or that you might want items shipped to other family members, other houses, etc, we can ship only to the card's billing address as a security measure to prevent fraudulent purchases on your account.
  </div>

__Related help pages:__

- [Changing your Self Serve email](https://www.koodomobile.com/en/help/changing-your-self-serve-email) 

Just moved? Find out what you need to know about Changing your address with Koodo, right here. 

Changing your address


If you already have a username and password, visit [koodomobile.com/my-account](https://www.koodomobile.com/my-account "koodomobile.com/my-account"), and try logging in with that information. You'll be asked to confirm some account information, and will need to validate your email address by clicking on the link we'll email you. From then on, you should use your email address and password to log in to Self Serve.

If you forgot the password for your username, go to [Forgot password](https://profile.koodomobile.com/clientIdentity/forgottenPassword.do?serviceType=koodo "Forgot password"). You can then continue to confirm the details on your account.

If you don't remember your Self Serve username, please [contact us](https://www.koodomobile.com/contact-us "contact us") and a rep can assist you.


Having some issues logging in to Koodo? Find out what to do if your email is unavailable on Self Serve here. 

Email Unavailable on Self Serve

** To protect your privacy, this is an online-only transaction that must be done using Self Serve.

Signing up for pre-authorized payments (also referred to as auto-pay) is easy! Your bill payment will be automatically withdrawn from your chequing account, credit card, or Visa Debit/MasterCard Debit card every month, which means you don't need to remember to pay your bills, and they'll always be paid on time. No more late charges!

__Note:__ Pre-authorized payments are withdrawn approximately 15 days before the last day of your next month’s billing cycle. __Example:__ If your billing cycle is from March 26th to April 25th, your pre-authorized payment will be applied roughly 15 days before April 25th. 

### __To set up pre-authorized payments:__

1. [Log in to your Self Serve account.](https://www.koodomobile.com/my-account "Log in to your Self Serve account")
2. Click the __Self Serve__ dropdown menu, then select __My profile__.
3. Under the __Payment__ section and beside Pre-authorized payments, select __Manage__.
4. Choose a payment method. 
5. Enter the details of your payment method, then select __Next__.
6. Review your payment information, then select __Submit__.
7. Done! You'll get a confirmation email from us. 

### __Heads up!__ 

If you're setting up pre-authorized payments using your chequing account, you'll need your transit, institution, and account numbers. You can find these on a cheque or through your online banking. 

![The transit, institution, and account numbers are shown on a cheque.](//images.ctfassets.net/8cecwr1x4jkf/2FKBp0eiqwp7cZuJ15ydIM/03f255284dba1c6ab683f59908c27296/cheque_en.png)

If you've just signed up for pre-authorized payments and aren't sure whether you should pay your first bill or if it will automatically be taken from your bank account, __please note:__ it can take one full bill cycle for your PAP to register. In order to avoid paying late fees, you can make your first payment through your bank or by credit card. If you pay your bill before the pre-authorized payment comes through to us, nothing will happen to your PAP and no double payment will be taken from your bank account.

### __To update pre-authorized payments (e.g. update your credit card information):__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Select __Overview__
3. Select __Manage payments__
4. Choose a payment method
5. Enter the updated details of your payment method, then select __Next__
6. Review your payment information, then select __Submit__
7. Done! You'll get a confirmation email from us. 

### __To cancel pre-authorized payments:__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Select __Overview__
3. Select __Manage payments__, then __Remove payment__
4. Your account will then be switched to manual payments and should be reflected in your Koodo online account within the hour. If you stop pre-authorized payments, any auto-pay discounts tied to them will also stop immediately.
5. Done! You'll get a confirmation email from us. 

### __Good to know__

- We accept payments through a bank, Canadian credit card, and Visa Debit/MasterCard Debit card only.
- If you have a balance currently owing, you can make a one-time credit card payment.
- There's no commitment - you can cancel pre-authorized payments whenever you want.

<div class="collapsible">
  <h3> Plaid for pre-authorized debit payments </h3>
</div>
<div class="content">

Read on for common information about Plaid and for a quick guide on how to fix the most frequent errors.<br><br>

## FAQ<br><br>

__1. What is Plaid? How does it work? Is it safe to use?__

Plaid is a trusted financial data network that securely links your banking details and provides them to Koodo for faster and easier payments.<br><br>

__2. Why does Koodo use Plaid?__

Plaid is a secure, trusted service that makes it easy to link your bank account to the services you use, like Self Serve. 

Without Plaid, you need to find and manually enter your institution, transit, and account numbers when making a bank payment or setting up pre-authorized payments. This manual process can be frustrating and prone to mistakes, failed payments, and fraud risks.
This is where Plaid comes in. 

With Plaid, you can automatically link your bank account in seconds. 

In Canada, users who chose to connect their bank accounts with Plaid were [10 times less likely to make a mistake resulting in a failed payment](https://plaid.com/en-eu/customer-stories/wave/) (available in English only).<br><br>

__3. Is Plaid secure?__

Yes! Plaid keeps your data encrypted and secure. It has passed strict technology audits and regularly undergoes security testing.

To learn more about Plaid’s security, check out the following pages (available in English only)

- [Plaid’s security practices](https://plaid.com/safety/)
- [How Plaid handles your data](https://plaid.com/how-we-handle-data/)
- [Plaid’s help centre for privacy and security questions](https://support-my.plaid.com/hc/en-us/categories/4405964125591-Privacy-and-Security)<br><br>

__4. Which institutions can you connect with Plaid?__

Plaid can help you connect hundreds of Canadian financial institutions to your Self Serve account, whether it’s a national bank, local bank, credit union, investment bank, or digital bank.

If you can’t find your financial institution on Plaid, check out [Plaid’s Help Centre](https://support-my.plaid.com/hc/en-us/articles/4410328283287-Why-can-t-I-find-my-financial-institution-when-attempting-to-connect-it-to-an-app-or-service-using-Plaid) for help (available in English only).<br><br>

__5. How does Koodo use Plaid?__

Right now, we use Plaid to set up [pre-authorized debit payments from your bank account](https://www.telus.com/my-telus/payments/pre-authorized).

Plaid makes it easy to connect your bank account to your Self Serve account without the hassle of manually entering details.

1. When you choose to connect your account with Plaid, you’ll be able to search for and select your financial institution. Next, enter your login and password.

2. Once you’re logged in, you’ll see your bank account(s) and be able to select the one you want to connect.

3. In seconds, Plaid encrypts the bank account data and securely provides it to Koodo. Plaid never shares your username and password with anyone, including Koodo.

4. Once we receive your banking details, we end the connection between Plaid and Koodo.<br><br>

__6. What should I do if I get an error in Plaid?__

If you get an error while connecting your bank account with Plaid, try connecting again. It's likely a temporary issue that could be resolved with another try.

If the error continues, you can try again later or enter your bank details manually.<br><br>

__7. Still have questions about Plaid?__

If you have more questions about Plaid, check out [Plaid’s Help Centre](https://support-my.plaid.com/hc/en-us) (available in English only) where you can find frequently asked questions about Plaid or search for a specific question you have in mind.<br><br>

__Error: “Please try connecting to a different account”__

This error might pop up if:

- Your bank is doing scheduled maintenance.
- Your bank is having temporary technical issues.

If this happens, try connecting your bank account again in a few hours or the next day. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Couldn’t connect to your institution”__

This error might pop up if your bank is having some temporary technical issues. You can try connecting your account again in a few hours or the next day. If that doesn’t work, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Action required with your account”__

This error might pop up for a few reasons:

- Your bank may need some special setup steps before you can connect with Plaid.
- Your bank account might not be fully set up yet.
- You might need to finish an administrative task, like agreeing to new terms, resetting your password, or adding more info.

If you see this error, log in to your bank and complete any steps that come up.

Also, check for settings that might block third-party access. You might need to create a third-party app password or enable access first. Some banks let you do this online, while others might need you to call them or visit a branch.

Once you’ve handled this, try connecting with Plaid again.

If you can’t access your bank right now, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Session expired”__

This error might pop up if you didn’t pick the account within the five-minute window. No worries - just go back to the start of the Plaid flow and try linking your bank account again.<br><br>

__Error: “The credentials you provided were incorrect”__

This error might pop up because of:

- Choosing the wrong bank
- Entering the wrong username and/or password for your bank
- Entering your Koodo username and password instead of your banking credentials

If this happens, double-check that you’ve picked the right bank and that your login details are correct. You can confirm your credentials by logging in directly on your bank’s website or app using the same username and password.

After verifying, try connecting your account again through Plaid.

__Heads up!__ Your bank might lock your account after 3-5 failed login attempts.<br><br>

__Error: “Your answers were incorrect”__

This error might pop up if:

- You answered your security question incorrectly
- You chose an inactive authentication device
- Your bank didn’t send you a one-time passcode 

If you see this error, you can restart the Plaid process and try linking your bank account again. Be sure your security answer is correct.

If the issue continues, you might need to update your two-factor authentication settings or contact details with your bank. 

You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Security code incorrect”__

This error can pop up if you entered an invalid one-time passcode.

If you see this, double-check your code and enter it again.

If the error continues, you might need to update your two-factor authentication settings with your bank. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Too many attempts”__

This error can pop up if you’ve entered your login info incorrectly more than 3-5 times and your bank’s fraud protection locks your account. To fix this, reach out to your bank directly, either through their website or app, to unlock it.

Once your account is unlocked, you can try linking it again or set up pre-authorized debit payments manually. If you’re still having trouble, you might need to update your two-factor authentication settings or your contact info with your bank.<br><br>

__Error: “Account not currently supported”__

This error might pop up for a few reasons:

- Your selected bank doesn't support the account type you're trying to connect.
- Plaid can’t connect with your bank’s multi-factor authentication method.
- The login info provided is for a ‘guest’ or another account type with limited access.

If you see this error, try connecting a different bank account. Don’t have another account? No worries - just enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Your account settings are incompatible”__

If you see this error, it might be because Plaid doesn't support the type of multi-factor authentication your bank uses. You can try connecting an account from a different bank or entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “No compatible accounts”__

This error might pop up for a few reasons:

- You successfully logged in to your bank, but Plaid can’t find any open, active, or eligible accounts.
- You closed the bank account you're trying to connect.

If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Institution not supported"__

This error might pop up if Plaid's platform doesn’t support your bank. If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__8. What should I do if I get an error not mentioned here?__

If you get another error while connecting your bank account with Plaid, try connecting it again or manually enter your banking details instead.

You can also search [Plaid's Help Centre](https://support-my.plaid.com/hc/en-us) (available in English only) for info about the issue you’re having.
  </div>

<div class="collapsible">
  <h3> FAQ </h3>
</div>
<div class="content">

__Can I use the same pre-authorized payment in my current profile for each new phone number I add to my account?__

Yes, your pre-authorized payment applies to your entire account.

  </div>


Want to set up automatic payments on your Koodo Bill? Get the low down on setting up Pre-Authorized payments here.

Paying your bill

Setting up pre-authorized payments

Enhanced 911, or E911, is a service that allows emergency operators to provide better assistance to people calling 911 from their mobile phones.

- Enhanced 911, or E911 Phase 1, is a service that displays your mobile phone number to emergency operators as well as the location of the cellular site carrying your call.
- E911 Phase 2 provides improved location information. E911 calls from mobile phones are subject to the same limitations as regular calls from mobile phones. For example, if you’re underground or too far from a network antenna, your signal quality may be affected and you may not be able to connect to the network.

All Koodo phones are able to support both phases of E911.

Koodo E911 service is currently accessible in most of Alberta, British Columbia, the Greater Winnipeg area of Manitoba, Ontario, Quebec, New Brunswick, PEI, Saskatchewan, Newfoundland, and the Greater Halifax area of Nova Scotia.

## __Paying the 911 government service taxes__
There’s a monthly provincial or municipal tax for 911 service collected by all carriers in select provinces. The amount of the tax is regulated in each province and the funds collected are used to support local 911 emergency operations centres. See the table below for the tax. 

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.54       |
| Alberta       | $0.95       |
| Saskatchewan	       | $2.14        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Northwest Territories    | $3.00       |
| Ontario | No charge
| British Columbia         | No charge       |
| Manitoba         | No charge       |

A Koodo wireless caller always gets a person when they call 911, regardless of the existence of 911 service. Callers in non-911 areas connect to the provincial police or the local telephone company operator.

__Note:__ Landline callers in a non-911 area get a fast busy or a recording that tells them the call cannot go through but they do not connect with anyone.<br><br>

## __For Prepaid customers__
Monthly payments for Koodo Prepaid customers in select provinces show a government-mandated 911 tax. This tax supports local 911 emergency services. The tax amount varies by province and is set by provincial governments.

__Key points to remember:__

- The 911 tax is in addition to your plan cost
- There is no 911 tax in British Columbia, Ontario, or Manitoba
- Tax amounts range from $0.43 to $3.00 per month, depending on the province, as shown in the chart above

__For voucher customers:__

If you typically top up your account using a voucher, please remember to add this tax amount to ensure sufficient funds for your plan and the 911 tax.

Examples:

- If you're in Alberta and have a $30 monthly plan, you must top up your account with a minimum of $30.95.
- If you’re in Alberta and have a $250 360-day plan, you must top up your account with a minimum of $261.40 ($250 + $11.40 for the 911 tax for 12 months)

__Frequently Asked Questions__

__1. What is this tax and why is it added to my monthly payment?__

This is a government-mandated 911 tax required by provincial governments to support emergency 911 operations. All Canadian wireless providers are required to remit this tax.<br><br>

__2. Who receives the tax collected?__

Koodo Prepaid remits the required amounts to provincial government agencies to facilitate emergency 911 services. This is a mandatory tax required by provincial governments, not Koodo Prepaid.
<br><br>

## __T911__
Text with 911 (T911) is an emergency texting service for Deaf, Hard of Hearing and Speech Impaired (DHHSI) customers. T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them can support T911 service. For more information on where T911 is available in Canada, visit [textwith911.ca](https://textwith911.ca "textwith911.ca")  Coverage areas are approximate.

- The agency handling your T911 call may not be able to assist you in both official languages.
- T911 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call.
- The availability of text messaging service is not guaranteed and is subject to the Koodo Service Terms.
- You must have an active Koodo account to access T911 service on your Koodo phone. Your Koodo phone must support the T911 service. Each phone on your account must be individually enabled for T911 service, if the user is eligible. Please allow 5 days for registration to become effective.
- Your T911 registration won't apply if you port your number to another service provider. You must re-register.

### __How to register__
It's free to register for this service. Just text T911 to 428911 from your phone and follow the prompts.<br><br>

## __T911 compatible phones__ 
A supported handset is required to use this service. All handsets currently sold by Koodo support Text with 911, with the exception of the Alcatel Go FLIP handset.<br><br>

## Important information on the 9-8-8 service
On November 30, 2023, Canada will be launching a national mental health crisis and suicide prevention number that anyone can access by either dialing or texting 9-8-8. It will be available 24/7 from coast to coast and free of charge. 

Help is still available in the meantime. People experiencing mental health distress can obtain assistance through Talk Suicide Canada by calling 1-833-456-4566 toll-free. Support is also available through text. Adults can text 741741 and youth can text 686868. Talk Suicide Canada’s text service is available at 45645 from 4 p.m. to midnight, Eastern Time.

For more info, check out our [Help page](https://www.koodomobile.com/en/help/9-8-8-service-canada).


E 911, or enhanced 911 llows emergency operators better assist people. Find out which Koodo phones are compatible with E911 and T911 here. 

E911 and T911

E911, T911, and Emergency Services

Welcome to your eSIM hub! You're in the right place to set up and manage your eSIM. We've got tutorials to guide you step-by-step through everything you need to do. We cover everything from activation to troubleshooting.

To get started, just pick your phone brand below, and we'll show you exactly what to do.

<div class="esim-wrapper">

<input type="radio" id="apple" name="iframe" />
<label class="esim-button" for="apple">Apple</label>
<input type="radio" id="pixel" name="iframe" />
<label class="esim-button" for="pixel">Pixel</label>
<input type="radio" id="samsung" name="iframe" />
<label class="esim-button" for="samsung">Samsung</label>

<div class="iframe-block">
<div class="iframe-container apple-iframe">
<iframe src="https://telus.sds.modeaondemand.com/en-ca/tutorial/iphone-15/18.2.0/feature_esim_post_setup_qr_code-setting-up-an-esim-with-a-qr-code-after-device-setup/?topicSource=iphone-15&topicVersion=18.2.0" width="100%" height="800"></iframe>
</div>
<div class="iframe-container pixel-iframe">
<iframe src="https://telus.sds.modeaondemand.com/en-ca/tutorial/pixel-9/15.0.0/feature_esim_post_setup_qr_code-setting-up-an-esim-with-a-qr-code-after-device-setup/?topicSource=pixel-9&topicVersion=15.0.0" width="100%" height="800"></iframe>
</div>
<div class="iframe-container samsung-iframe">
<iframe src="https://telus.sds.modeaondemand.com/en-ca/tutorial/galaxy-s24/14.0.0/feature_esim_setup-setting-up-an-esim-on-your-phone/" width="100%" height="800"></iframe>
</div>
</div>

</div>

<style>
  .esim-wrapper input[type="radio"] { display: none; }
  .iframe-container { display: none; }

  .esim-wrapper input[type="radio"]:checked + .esim-button { background-color: #013838; }

  #apple:checked ~ .iframe-block > .apple-iframe,
  #pixel:checked ~ .iframe-block > .pixel-iframe,
  #samsung:checked ~ .iframe-block > .samsung-iframe {
    display: block !important;
  }
  .iframe-block { flex: 1 1 100%; }

  .esim-wrapper { display: flex; flex-wrap: wrap; gap: 10px; }
  .esim-wrapper a { text-decoration: none; }
  .esim-button {
    background-color: #016b6a;
    border: solid 2px #016b6a;
    display: block;
    padding: .625rem;
    padding-left: 20px;
    padding-right: 20px;
    transition: background .2s;
    font-size: inherit;
    line-height: 1;
    font-weight: 600;
    text-align: center;
    border-radius: 4px;
    cursor: pointer;
    border: none;
    color: #fff;
  }
</style>

eSIM and eSIM Vouchers

eSIM setup

You know what's often the best fix for Internet connection problems? Resetting your devices!

<div class="t-heading-h3">Resetting your modem</div>

1. Unplug the power cables from the back of the modem device.

2. Wait for around 30 seconds, then go ahead and reconnect the power cable to your modem, extender, and/or Boost Wi-Fi. 

3. After the restart, your modem will need a couple of minutes to re-boot.

4. In your device's Wi-Fi settings, check that you're connected to your Wi-Fi network. Next, open your browser to test your Internet connection again.

__Heads up!__ Sometimes, resetting your modem might be only a temporary fix. If the issue keeps coming back, check out our other [Koodo Internet help pages](https://www.koodomobile.com/en/help/article-categories/internet-setup) for more information.<br><br>

<div class="t-heading-h3">How to do a factory reset</div>

You can do a factory reset if your Wi-Fi 6 won’t connect and all other troubleshooting attempts haven’t worked:

<div class="t-heading-h3">Wi-Fi 6 Router</div>

1. __Factory reset the Wi-Fi 6 Router:__ Press and hold the factory reset button for 3-5 seconds (the factory reset button is located on the back of the device to the right of the LAN ports).

2. The LED will flash __red__ to indicate that a factory reset has occurred. Wait until the light returns to a __solid green__. 

3. Network name and admin password are on the bottom of the device below the removable base.

<strong>Boost Wi-Fi 6 Lite:</strong>

<ol>
  <li>
    <div>
    Press and hold the factory reset button for 5 seconds (the factory reset button is located on the <strong>bottom</strong> of the device) until the LED flashes red. This will indicate that a factory reset has occurred. Release the factory reset button when the LED flashes red.
    </div>
    <div>
        <img src="https://images.ctfassets.net/8cecwr1x4jkf/6spXAZ9A8PrhDBu7InhIJu/9aa43952745caa320aa44846c3da9aa5/image4.png?h=250" />
    </div>
    <div>
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/5LyKKwVMikUH59JUxQgbSJ/1d2b4b8d4e4119db1d1dab9857846414/image2.png?h=250" />
    </div>
  </li>
  <li>
    Once the factory reset is complete the internet light will return to solid green.(timeframe, 2-3 minutes).
    <div>
       <img src="https://images.ctfassets.net/8cecwr1x4jkf/4qhvvRP0re9IPvNtmT0HOa/28d4f50427b876af13af2df5359524db/image1.png?h=250" />
    </div>
  </li>
  <li>
    <div>
    Once complete, use Wi-Fi credentials on the bottom of the router to connect. The Wi-Fi Network and Wi-Fi Password are on the label located at the bottom of the device.
    </div>
    </div>
    <div>
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/18GlPahNeC3iMpMg1kycwU/8d72d6c6c362255a94559c33cb3987f3/image3.png?h=250" />
    </div>
    <div>
  </li>
</ol>

<style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    margin: 1rem 0 .5rem;
  }
</style>

Troubleshooting

Internet

Equipment

How to reset your modem and your router

There are important considerations for traveling with your Canada-US rate plan, both in the U.S. and in other destinations. 

In the U.S., most of your roaming will be covered by your Canada-US rate plan, and details on exceptions are available in the article below. 

In other destinations, regular roaming rates will apply and you may want to use Easy Roam International to use your rate plan’s data, texts, and minutes for a single daily fee 

__1. How does calling and texting work with a Canada-US plan?__

__From Canada or the U.S:__ Unlimited calling and texting (including text, picture, and video messaging) is included with Canada-US plans. Calling and texting phone numbers outside Canada or the U.S. will be charged at the standard international long distance pay-per-use rate (if calling from Canada) or the standard U.S. roaming voice pay-per-use rate (if calling from the U.S.). To see the current rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

If you have an international long distance calling or texting add-on, the rates of your add-on __only apply when making international long-distance calls or texts__ from Canada.

__From destinations other than Canada or the U.S:__ All calling and texting (including text, picture, and video messaging) will be charged as roaming fee. If you do not have [Easy Roam](https://www.koodomobile.com/en/services/easyroam), usage will be charged at standard pay-per-use roaming rates as posted on [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse).

__Note:__ Picture and video messaging will count as a text message and also use data.<br><br>

__2. Do I still need Easy Roam if I have a Canada-US plan?__

__In the U.S:__ No, you won’t need Easy Roam.

__In other international destinations (including Mexico):__ You will need Easy Roam International to use your rate plan’s data, texts, and minutes in any Easy Roam eligible countries outside of the U.S. for a flat daily fee. Without Easy Roam International, roaming usage will be charged at the applicable pay-per-use rate. To see current Easy Roam daily fee or pay-per-use rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

__Note:__ If you have a Canada-US rate plan and you are in an international destination other than the U.S., calls to the U.S. are not covered by Easy Roam International or by your Canada-US rate plan. They will be charged at the roaming voice pay-per-use rate for the destination you are traveling in.<br><br>

__3. Are there any restrictions or numbers that are not included in the Canada-US plan?__

The following are __not included__ in Canada-U.S. plans when you are roaming and are charged the standard roaming voice pay-per-use rate of the destination you are traveling in as posted on [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

__Calls to:__

- 411 
- 511 
- Sanger, California (559-726-XXXX) 
- Carroll, Iowa (712-775-XXXX) 
- Lake Park, Iowa (712-432-XXXX) 
- Oglala, South Dakota (605-562-XXXX) 
- Redfield, South Dakota (605-475-XXXX)
- International Toll Free Exchanges (these may not work from all destinations and may incur pay-per-use charges, depending on how the specific provider has configured its Toll Free Exchange)
- Numbers from a country other than Canada or the U.S. 
- Numbers outside the country you’re calling from, including to destinations covered by a Long Distance Add-On, such as International Long Distance Saver (these features require calls to originate in Canada)

__Usage on:__ 

- Cruise ships (voice usage will be charged $7.00/minute and SMS $0.75/text message. Data usage is unavailable. If your cruise ship is close to shore, it’s possible that you’ll connect to the cellular network of that destination) 
- Airplanes (voice usage will be charged $7.00/minute and SMS $0.75/text message. Data usage is unavailable)
- Other locations where cellular connectivity is provided through a satellite service

__Also not included:__

- Wi-Fi calling using your native phone dialer application as Wi-Fi calling is only available while in Canada.<br><br>

__4. Which other services are included in my Canada-US plan?__

TELUS Health MyCare Travel is an additional service included in Canada-US plans. It offers health support while traveling in the U.S. without any extra charges for customers on this plan. To learn more, visit [telus.com/MyCareTravel](https://www.telus.com/en/health/my-care/travel)<br><br>

__5.  How do I get a Canada-US plan?__

You can easily change to a Canada-US plan in Self Serve with the following steps:

1. From the __Self Serve__ dropdown menu, choose __Mobile services__.

2. Your current plan will be shown. To change it, choose __Change my plan__ and browse available Canada-US plans.

3. Select the Canada-US plan you want and follow the rest of the prompts to complete the plan change.


Travelling with your Canada-US rate plan

### What is the Koodo Wireless Home Phone?
With our wireless home phone, you can make calls at home like you used to. It’s our answer – no pun intended – to a traditional home phone, but better. It operates on Koodo’s awesome wireless network instead of using traditional copper lines, which means you get more features for less money.

### The basics
- Unlimited nationwide calling on Canada’s largest wireless network
- Bring your existing home phone number with you
- No contract or Tab required
- Use your home phone throughout your house, all you need is cell service
- No WiFi or technician assistance needed
- Costs less than a traditional landline phone
- Have a second home? Bring your home phone handset and hub with you, and use your phone as you normally would, same number and all
- Texting, data usage or faxing are not included

<div class="collapsible">
  <h3> Setting up your Koodo Wireless Home Phone </h3>
</div>
<div class="content">

So you’ve got a fancy new home phone. Here’s how to get started.

1. Insert the SIM card into the tray located under the battery cover on the bottom of the wireless home phone hub.
2. Insert the battery pack and close the cover.
3. Connect your home phone handset to the wireless home phone hub using the phone cable supplied.
4. Plug the wireless home phone hub into a power outlet located in an area that gets good mobile reception.
5. Turn the power on and start dialing!

  </div>

<div class="collapsible">
  <h3> Accessing Voicemail </h3>
</div>
<div class="content">

Setting up voicemail on the Koodo Wireless Home Phone is easy! Just press 1 and follow the prompts. __Good to know:__ The steps are the same for both setting up and accessing voicemail.
  </div>

<div class="collapsible">
  <h3> Compatible handsets </h3>
</div>
<div class="content">
All home phone handsets are compatible with our wireless home phone, except for rotary phones. Our wireless home phone also supports cordless phones that are connected to the base station, so you can receive calls throughout your home.
  </div>

<div class="collapsible">
  <h3> Call quality </h3>
</div>
<div class="content">
Since the wireless home phone requires cell service, you’ll need to make sure that your wireless home phone hub is located in an area that receives good cell reception. You’ll also get better service near a window. Be sure to avoid locating your hub in the basement.
  </div>

<div class="collapsible">
  <h3> Call Waiting </h3>
</div>
<div class="content"> 

Press *43# or #43# to enable or disable call waiting features.

When you’re on a call and another one comes in, you’ll hear two tones. Press the Flash (or Phone/Talk) key to hold the current call and accept the waiting call.

You can press the Flash (or Phone/Talk) key again to switch back and forth between calls.

__To end the current call and accept the waiting call:__
Press 1, followed by the Flash (or Phone/Talk).

__To reject the call:__
Press 0, followed by the Flash (or Phone/Talk) key.
  </div>

<div class="collapsible">
  <h3> Call Forwarding </h3>
</div>
<div class="content">

__To forward a call:__ * 21 * to set up and #21# to disable

__To forward when busy:__ * 67 * to set up and #67# to disable

__To forward when incoming calls go unanswered:__ * 61 * to set up and #61# to disable

__To forward when unreachable:__ * 62 * to set up and #62# to disable

1. Dial the 10-digit number of which you want to forward your calls.
2. Press the # key.
3. Wait to hear a confirmation tone for the forwarding to complete before hanging up.
  </div>

<div class="collapsible">
  <h3> Conference calling </h3>
</div>
<div class="content">

1. When you’re on a call, press the Flash (or Phone/Talk) key on your phone to put the first call on hold.

2. When you hear a dial tone, dial the second number.

3. When you’re connected to the second party, press the Flash (or Phone/Talk) key again to complete the three way connection.

### Extra tips
1. If the second party doesn’t answer, press the Flash (or Phone/Talk) key to end the connection and return to the first call.
2. If one of the people you called hangs up during your call, you and the remaining caller stay connected.  
  </div>

<div class="collapsible">
  <h3> User guides  </h3>
</div>
<div class="content"> 
For any other questions about the Koodo Wireless Home Phone, see our user guides:<br><br>

- [Alcatel LINKHUB User Manual Koodo - English](https://assets.ctfassets.net/8cecwr1x4jkf/2MUxRB8s9Puj0uHwAP0c27/6f3a6d8a1af340bb9b04bccda059c2d1/Alcatel_LINKHUB_User_Manual_English_KOODO.pdf "user manual")

- [Alcatel LINKHUB CA Quick Start Guide Koodo - English](//assets.ctfassets.net/8cecwr1x4jkf/4OPRwwPLFiShNbCXO48Te4/8646647664bf5869841dab832054a53f/Alcatel_LINKHUB_CA_English_Quick_Start_Guide_Koodo__0_.pdf).

- [WF723 Wireless Home Phone User Guide Koodo - English](//assets.ctfassets.net/8cecwr1x4jkf/65DzeTDlKYX8YIQM12zS6C/d4b5f523c345bc4e9a43a97e8f66c0ee/WF723CA_User_Guide__Telus_-EN.pdf)

  </div>

<div class="collapsible">
  <h3> FAQ  </h3>
</div>
<div class="content"> 

__When I try to add a Koodo home phone to my plan, it says "Not available." Why is this?__

A wireless home phone can't be added to an existing plan, so you'll need to [add a new line](https://www.koodomobile.com/phones/wireless-home-phone).
  </div>

<br><br>
__Related help pages:__

- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo) 
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)

The Koodo wireless home phone, it's like a home phone but better! Find out more here. 

Got a Q? We have the A.

Oh snap!

Need more help?