A credit check is required for all new customers. Tab eligibility and activation are subject to credit approval. To complete a credit check at a Koodo store or retail partner, you’ll need to provide your name, date of birth, and __one__ of the following:

- Canadian Driver’s License, or
- Canadian SIN card or Letter, or
- Canadian Credit Card

Plus, any __one__ of the following pieces of photo identification:

- Valid Canadian Driver’s License (a driver’s license can’t be used for both photo ID and a credit check assessment)
- Valid Passport (Canadian or foreign)
- Work Visa
- Department of Defense ID
- Permanent Resident Card
- Native Indian Status Card
- CNIB Card
- Valid Provincial/Territorial Photo ID (government-issued)
- Possession and Acquisition License (PAL)  

### __Heads up__
- A Canadian credit card is needed if you're buying online, as well as your SIN or Canadian Driver’s License.
- We don't require a credit check for Prepaid customers.
- Are you a Prepaid Koodo or Public Mobile customer who wants to move to Postpaid (monthly) Koodo services? [Here’s how](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service).

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

__Will I receive a call from Koodo to finalize my credit check?__

If we need to run a credit check on you to approve your order, we’ll attempt to reach out to you over 3 days via a phone call. If we don’t get an answer from you, we’ll then follow up with an email notifying you that we’ve attempted to reach you and will try again in the next 24 hours. You can also request a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) by typing __#verifymyinfo__.  

  </div>

New Koodo customers need to have a credit check. You can find out about these credit check requirements here. 

Buying online

My Account

Before you buy

Online orders

Shipping and delivery

Certified Pre-owned Phones

Credit check requirements

### Before you buy a prepaid phone

Koodo phones are sold at Koodo stores, Best Buy, and Wal-Mart. [Find the location nearest you.](https://www.koodomobile.com/find-nearest-store "Find the location nearest you") You can browse through the available Prepaid Models [here](https://www.koodomobile.com/en/prepaid-phones?INTCMP=KM_Prepaidplans_ShopPrepaidPhonesClicked_2024). There are no credit checks on Koodo Prepaid phones.<br><br>

### __Returns and exchanges__
If you're not getting the results you want, Koodo offers a 15-day money back guarantee on your phone. You'll get whatever you paid for your phone back. Any other charges, however, will be your responsibility. Accessories aren't eligible for returns or refunds unless they're defective. Return your phone in its original condition with all original packaging and parts, along with a copy of your receipt, to the original place of purchase.

[Learn more about our return and exchange policy.](https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone "Learn more about our return and exchange policy.")<br><br>

### __Warranty and repair policy__
[Learn about our warranty and repair policy.](https://www.koodomobile.com/help/warranty-and-repair-policy "Learn about our warranty and repair policy")<br><br>

### Unlocking your Prepaid phone
[Contact us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs) if you want to unlock your prepaid phone. We don't unlock phones from other carriers, so make sure your phone is unlocked before bringing it to Koodo.<br><br>

### Activating your prepaid phone 
Here's what you need to activate your Prepaid phone:

__1. Your__ [Koodo Prepaid SIM card](https://www.koodomobile.com/en/help/prepaid-sim-cards): Unless you bought one separately, you’ll find it in the packaging with your Koodo Prepaid phone.

__2. Your selected base plan and Booster® add-on(s):__ You can choose from a number of base plans and Talk or Data Booster add-ons on our [Prepaid plans](https://www.koodomobile.com/prepaid-plans) page.

__3. Your payment method:__ You can use a top-up voucher purchased at a Koodo store or retail partner across Canada, or use your credit or Visa Debit or MasterCard Debit card. If you’re paying with a top-up voucher, you’ll need to make sure it has enough funds to cover the total cost of your selected base plan and Booster add-on(s).

__Note:__ Only a card registered to a Canadian address can be registered to your account. International cards aren't accepted.

__4. Automatic top-ups:__ With automatic top-ups, leave it to us to top-up your account every 30 days with your registered credit or Visa Debit or MasterCard Debit card, just in time for your base plan renewal. Sign up today in Prepaid Self Serve.<br><br>

__Ready to go?__

Visit [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com/) to activate your Koodo Prepaid service.<br><br>

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

__1. How can I start receiving calls on my new phone after upgrading? They’re still going to my old phone even after I’ve completed the setup.__

Please make sure that you’ve ported your number over to Koodo. This can be done with some help from a rep. To get started, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback.<br><br>

__2. Can I activate a new Prepaid phone with a SIM and keep the same number?__

Yes! You might have to go through the number porting or number transferring procedure, but if it’s the same SIM, the number should be kept the same.<br><br>

__3. Why is my phone still deactivated after I topped up my account?__

Sometimes it takes a few days to move your phone out of a deactivated state. Please also ensure that the amount you’ve topped up is enough to cover the base plan associated with your account.<br><br>

__4. I followed the activation process, but my card is still inactive. Is there a delay between payment and activation?__

There can be a short delay, but in general the card should be activated right away. Please always confirm that you’ve received a confirmation “Welcome” email after activation. If you haven’t, please [contact us](https://www.koodomobile.com/en/help).<br><br>

__5. To be a Prepaid customer, do I have to use a Koodo phone, or can I use my own phone?__

As a Prepaid customer, you can use any modern phone that supports a tri-SIM card — most phones today are compatible with our SIM.<br><br>

__6. Can I purchase higher-end phone models (iPhone, Samsung, Google) on Prepaid?__

Advanced phone models are currently not available on Koodo Prepaid. If you're looking to purchase a higher-end device (iPhone, Samsung, Google Pixel) you can do so with a monthly plan instead. Visit a Koodo store to explore your options or check out the [new phones](https://www.koodomobile.com/en/phones) available online. 

If you prefer a more budget-friendly option, you can also consider Koodo's [Certified Pre-owned devices](https://www.koodomobile.com/en/products/certified-pre-owned).<br><br>

__7. I pay for two phones - one has more data than I use, the other has no data. Can I share my data?__

No, data can’t be transferred.

  </div>

Thinking of getting a new prepaid phone with Koodo? Here's everything you should know before you buy a prepaid phone. 

Prepaid

Mobility

Prepaid phones

### __Pre-order online. Skip the real-life line.__
When you pre-order your phone with us, it's delivered right to your home.

### __What pre-ordering with Koodo looks like__
- [Choose the phone you want](https://koodomobile.com/phones "Choose the phone you want").
- Your credit card is charged as soon as you submit your order.
- We'll notify you by email when your order has been submitted and when your order has been shipped.

### __A few things__
- We can only deliver your phone by mail to your billing address, not to Koodo stores.
- You can only pre-order one phone per account.

### __Receiving your pre-ordered phone__
We want you to get your phone on the day it launches! We’re super dedicated to making sure this happens, but our delivery dates are only estimations.

### __Just so you know__
- The estimated delivery date of your phone is updated often on our website and is based on our inventory and the number of pre-orders we received.
- Orders are processed on a first-come first-served basis, but order approval times vary from order to order. Sometimes delays occur when we need more info from you. If that’s the case, one of our reps will be in contact with you as soon as possible.
- We might experience delays if inventory levels are lower than expected.

### __Returning or cancelling your pre-ordered phone__

__1. If you want to cancel your order__
  - You can cancel your order before it’s shipped by emailing us at __koodo.webstore@koodomobile.com__ with your request and order information. If you cancel your order after it’s been mailed out, you’ll need to submit a return request.

__2. If you want to return your order__
  - If you’re not satisfied with your order, you can return it within 30 days of purchasing, as long as it’s in like-new condition, including all accessories and proof of purchase. [See our return policy.](https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone "See our return policy.")

Email us at koodo.webstore@koodomobile.com to get started on your return. We’ll send you a self-addressed envelope to ship the phone back to us.

Can't wait to get your hands on the latest device? Here's everything you need to know about pre-ordering your phone with Koodo. 

Pre-ordering your phone

Need more help?

Activating

Moving your number to Koodo

Activating your phone

SIM cards and non-Koodo phones

eSIM and eSIM Vouchers

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Keeping your info safe

Got a Q? We have the A.

Search our Help and Community pages.

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