Here you'll find an alphabetical list of definitions for terms that are commonly used throughout the Koodo web experience.

<table class="tg">
<thead>
  <tr>
    <th class="tg-lh5d">Term</th>
    <th class="tg-lh5d">Definition</th>
  </tr>
</thead>
<tbody>
  <tr>
  <tr>
      <td class="tg-lh5d">Account number</td>
    <td class="tg-5ece">This is your account number, which consists of 8 digits. You can locate it in Self Serve by logging in and clicking the “Self Serve” menu title at the top of the page.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Additional airtime charges</td>
    <td class="tg-5ece">These are charges that are not included in your current rate plan. <br><br>Examples of times when you’ll have additional airtime charges:<br><br>- When you use call forwarding<br>- When you make long distance calls</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Adjustment issued</td>
    <td class="tg-5ece">You’ll see this charge if a credit was applied to your account.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime</td>
    <td class="tg-5ece">This is the time during which you’re connected to your mobile network while making or receiving phone (voice) calls.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime evenings &amp; weekends</td>
    <td class="tg-5ece">Some airtime minutes availability depends on the time of day; evening airtime refers to minutes that can be used only at night, usually between the hours of 5 p.m. and 8 a.m. (times may vary, depending on your plan).</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Anytime/Unlimited minutes</td>
    <td class="tg-5ece">Minutes refers to the amount of time available to you to make or receive phone calls. An unlimited amount of minutes means you can use them at any time of day or night.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Application purchases<br><br>aka 3rd-Party Service Purchases</td>
    <td class="tg-5ece">Third-party vendors use middle men, like Bango, to give customers a way to download pay-per-use applications and Web-based services (for example, Mobile Dating and Social Networking sites) and to pay for the chargeable content by applying it to their Koodo bill.<br><br>Koodo simply facilitates the purchase by allowing the charges to appear on your invoice. These services require explicit consent and authorization before you make a purchase to your account. Koodo has no way of knowing which app made the purchase.<br><br> Learn more <a href="https://community.koodomobile.com/plans-services-232910/managing-3rd-party-application-purchases-on-your-wireless-bill-7810429" target="_blank" rel="noopener noreferrer">here</a></td>
  </tr>
  <tr>
     <td class="tg-lh5d">Application Store Service / Application Store Service 1,000 events</td>
    <td class="tg-5ece">Please see the definition for “Third-Party Service Purchases”</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Balance</td>
    <td class="tg-5ece">This could mean either a balance owing or a Tab balance.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Call Display Restrict</td>
    <td class="tg-5ece">This means that you can block your name and number from being displayed on the device of the person you're calling.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">CAN LD PayPerUse Access</td>
    <td class="tg-5ece">This will appear on your bill when you’ve made pay-per-use long-distance calls within Canada.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Connection fee</td>
    <td class="tg-5ece">The Connection Fee is applied to all activations and renewals processed in one of the following sales-assisted channels:<br><br>- At a retail store<br>- Purchased in store, shipped to home<br>- Over the phone or direct sales rep purchases (in your home or at a community event)<br><br>

*Connection fee does not apply when buying or upgrading online.*
</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Credit</td>
    <td class="tg-5ece">This means a credit has been applied to your account<br><br>  

E.g: Monthly credit (before tax)* -$20.00 
</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Data Usage</td>
    <td class="tg-5ece">This is the amount of data you’ve used.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">ER/VC</td>
    <td class="tg-5ece">This stands for Easy Roam/Voyage Connecté.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Event1.000</td>
    <td class="tg-5ece">This Application purchase charge will appear on your bill when you choose to charge your Koodo phone bill for purchases made with a third-party Application or service.<br><br>To learn more about third-party application purchases, check out our <a href="https://community.koodomobile.com/plans-services-232910/managing-3rd-party-application-purchases-on-your-wireless-bill-7810429" target="_blank" rel="noopener noreferrer">Community</a> answers.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">GPRS Data (General Packet Radio Service Data)</td>
    <td class="tg-5ece">This will appear on your bill when you use pay-per-use data internationally.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Hardware purchase</td>
    <td class="tg-5ece">This is the upfront cost of your new device that is added to your Koodo bill.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Intl LD min Bonus V2</td>
    <td class="tg-5ece">1000 International Long distance minutes feature for $0.</td>
  </tr>
  <tr>
    <td class="tg-lh5d"> MSG RTRVL
    <td class="tg-5ece"> MSG RTRVL on your Koodo bill stands for 'Message Retrieval' and appears on your bill when you access your voicemail to retrieve messages. It's typically followed by a location code (e.g ‘MSG RTRVL ON) which indicates where the voicemail retrieval took place.   
  </tr>
  <tr>
      <td class="tg-lh5d">Minus sign</td>
    <td class="tg-5ece">A minus sign in front of an amount on your bill means you’ve made an overpayment, or a credit will be generated and paid to you when you cancel.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Multimedia Messaging Service:<br><br>Picture Messaging - Picture Receive<br><br>Picture Messaging - Video Receive<br><br>Picture Messaging - Sound Receive</td>
    <td class="tg-5ece">You’ll see these charges if you’ve sent or  received pictures, videos, and/or audio files.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Payment</td>
    <td class="tg-5ece">You’ll see this if you’ve made a payment to your bill.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Payment reversal</td>
    <td class="tg-5ece">You’ll see this charge if your payment was reversed and returned to your method of payment/to the account from which your payment was made.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Phone number change</td>
    <td class="tg-5ece">You’ll see this charge if you’ve changed your phone number. If the change was made by an agent there will be a charge for it.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Prestige number charge</td>
    <td class="tg-5ece">You’ll see this charge if you requested a search for a specific phone number when you activated your account or if you changed your number.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">PPU (Pay-Per-Use)</td>
    <td class="tg-5ece">Pay-Per-Use charges are applied to your bill when you use a feature or service that's either not included, or more than what's included with your plan.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Roaming vs. Long Distance</td>
    <td class="tg-5ece">Roaming refers to using your cell phone or smartphone outside of Canada, so you’re roaming on another carrier's network. <br><br>Long distance is when you use your phone within Canada but call a number in a different country.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">SFD</td>
    <td class="tg-5ece">This stands for Shock-Free Data.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Tab Charge</td>
    <td class="tg-5ece">This is your monthly Tab charge.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Debit</td>
    <td class="tg-5ece">This charge is the remaining Tab balance that you pay when you cancel your account (subject to any applicable adjustments). <br><br>If you migrated to TELUS and carried a Tab balance over, you'll see a Tab Adjustment, which will correspond to your Tab Debit. After adjustments, you'll only be charged for the tax on your remaining Tab balance. Your remaining Tab balance has been converted to an Easy Payment balance with your TELUS service.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Bonus Debit</td>
    <td class="tg-5ece">If you transfer your Koodo number to another provider or you cancel your Koodo account, your Tab Bonus balance will appear on your bill, which means you’ll need to pay for your remaining Tab Bonus balance (subject to any applicable adjustments). <br><br>If you migrated to TELUS and carried a Tab Bonus balance over, you'll see a Tab Bonus Adjustment, which will correspond to your Tab Bonus Debit. After adjustments, there will be no charge, because the remaining Tab Bonus has been converted to a Device Discount balance with your TELUS service.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Payoff</td>
    <td class="tg-5ece">This charge will appear on your bill if you choose to pay off your Tab balance or if you upgrade or change to an ineligible rate plan while you have a remaining Tab balance.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Bonus Payoff</td>
    <td class="tg-5ece">This charge will appear on your bill if you upgrade or change to an ineligible rate plan while you have a remaining Tab Bonus balance.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Texts</td>
    <td class="tg-5ece">You’ll see this charge if you sent a regular SMS.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Unpause data</td>
    <td class="tg-5ece">Once you use 100% of your Shock-Free Data (SFD), we’ll pause your data use. You can then choose to ‘unpause’ your data by choosing a top-up amount.</td>
  </tr>
      <td class="tg-lh5d">US/International Voice Usage</td>
    <td class="tg-5ece">You’ll see this charge if you made a call to the USA.</td>
  </tr>
</tbody>
</table>

Here you'll find an alphabetical list of definitions for terms that are commonly used throughout the Koodo web experience.                                                                                                                                                                                          

Billing & payments

Mobility

Bill credits

Charges on your bill

E-Bill

Past due bill

Paying your bill

Returns and exchanges

Spending Limit Program

Tax exemption

The Tab and your bill

Glossary of common Koodo terminology

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

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

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

__Example:__

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

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

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

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

__Example 1:__

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

__Example 2:__

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

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

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

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

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

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

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

  </div>

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

Help_Landing_BillForNewAccountOrAddNewLine_ToArticle_Static_Link_May2023

Your Koodo phone bill after activating

<div class="collapsible">
  <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 of $10 for online activations.

  </div>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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>

<div class="collapsible">
  <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 explained

It's important to understand how your bill works and what you can expect to see on it, because nobody likes unwanted surprises. This page aims to clarify what you’ll see on your bill after you cancel your Koodo account or Koodo number and why you might still receive more than one bill after cancelling.

## What to expect on your next bill:

__Prorated recurring monthly charges:__ recurring charges, such as your monthly plan and Tab charge, will be prorated to reflect only the portion of the month in which your wireless service was still active

__Tab Debit:__ you’ll see this charge only if you have a remaining Tab balance

__Tab Bonus Debit:__ you’ll see this charge only if you have a remaining Tab Bonus balance. You may receive an additional bill for this.

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

__Tab Bonus Adjustment:__ if you have a Tab Bonus Debit, you'll also see a Tab Bonus Adjustment. 

__Additional usage charges:__ any extra calls, texts, and data charges not included with your monthly plan

__Roaming:__ if you’ve recently used your phone outside of Canada, roaming charges may not immediately show up on your bill. You may receive an additional bill if this happens.

__Example 1:__

![Final EN 1](//images.ctfassets.net/8cecwr1x4jkf/3qQMcmfS4rZpBUdePogRou/f5a47dcbf57019c81055d26bcd99a317/Final_EN_1.png)

__Example 2:__

![Final EN 2](//images.ctfassets.net/8cecwr1x4jkf/6WBLmlpjQBbVRpcME2C15/61cd921721089767077fd958b416bc88/Final_EN_2.png)

__Example 3:__

![Final EN 3](//images.ctfassets.net/8cecwr1x4jkf/1TpO47Bd5yQjdNO4VXjll0/eb4482545c719d52a1de1f3811c55d06/Final_EN_3.png)

__Good to know__

- __Your first bill after requesting a cancellation might not be your last:__ If you’ve recently used your phone outside of Canada, roaming charges may not immediately show up on your bill. You may receive an additional bill if this happens. If you have any ongoing services or subscriptions that are being charged on a recurring basis, this could also be the reason for continued billing. 

- __Viewing and paying your final bills with Self Serve:__ Pay easily and quickly with your credit card/Visa Debit or MasterCard Debit card for the payment to be immediately reflected on your account. If you’re __paying your bill at your financial institution,__ all you need for this is your Koodo account number. Bank payments typically take 3 days to process.

- __Accessing Self Serve after cancelling with Koodo:__ You can continue to view your E-Bill online up to 90 days after your cancellation date. 

- __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.

- __Changing your mind about cancelling:__ If you decide that you don’t want to cancel after all, just go to koodo.com/chat and schedule a convenient time for a rep to personally contact you

__Related help pages:__
- [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)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)

Your Koodo bill after you cancel

A new charge has been added to select customers' accounts to help us continue supporting legacy networks and the costs of maintaining old equipment.

Since Koodo introduced our award-winning 4G LTE network, we’ve seen great improvements in overall data speed, voice quality, and general connectivity. But as technology evolves, older network equipment becomes outdated and needs to be taken out of service.

In several countries around the world, cell phone companies have shut down their old 3G networks, and Koodo plans to do the same in the future.

For now, we want to keep supporting the 2.3% of Koodo customers using our legacy 3G network while managing the increasing costs of maintaining that network.

## FAQs

<div class="collapsible">
  <h3> What is this charge on my bill? </h3>
</div>
<div class="content">

As the costs of supporting the legacy 3G networks increase, select customers whose device is still using the legacy 3G network via Voice Calls or Data will have a $3 charge added to their monthly bill. 

It’s important to remember that Koodo operates 3 separate mobile networks (3G, 4G & 5G) and that 97.7% of customers are already using our award-winning 4G LTE or 5G networks.

  </div>

<div class="collapsible">
  <h3> What can I do to remove this charge? </h3>
</div>
<div class="content">

We want to make sure you’re supported into the future and are happy with your Koodo service. We're making it easy for you to switch to a 4G device, and to assist you with this we’ve loaded your account with several offers to help cover the cost of getting a new device. 

Check out our phone selection [here](https://www.koodomobile.com/en/phones?INTCMP=KMNew_NavMenu_Shop_Phones). Once you login, you should see the additional discounts we’ve loaded for you. 

Learn more from our [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone) help page.

Need help? Visit a local [Koodo store](https://www.koodomobile.com/en/find-nearest-store) and a rep can help you get a new device with the same great offers. 

  </div>

<div class="collapsible">
  <h3> I’m already feeling the pinch everywhere. Why another charge on my bill? </h3>
</div>
<div class="content">

Our main goal is getting you onto our award-winning networks as fast as possible to make sure you don’t experience any problems in the future or abroad.  

Unlike other increases you may be feeling, if you choose to switch to a 4G LTE device we’ll remove the $3 charge.

  </div>

<div class="collapsible">
  <h3> When will you shut down the 3G network? </h3>
</div>
<div class="content">

We don’t have a set date for this shutdown yet, but our goal is to get you onto the new network to ensure you stay connected.

If you’d rather keep using your current device and the 3G network, the $3 price increase will be in effect until further notice. 

  </div>

<div class="collapsible">
  <h3> What are the benefits of moving off 3G? </h3>
</div>
<div class="content">

Our award-winning 4G LTE network delivers higher data speeds, clearer calls over VoLTE, and more reliability. 

Also by switching to a 4G LTE device with Koodo, your device will still be reliable while you’re traveling abroad, as other countries have already shut down their 3G networks.

  </div>

<div class="collapsible">
  <h3> My device says LTE in the corner, so why did I get charged?  </h3>
</div>
<div class="content">

For select devices, your data connection uses LTE but your calling is falling back to the legacy 3G network. These are usually devices more than 6 years old, devices not certified by Koodo, or devices from another country. 

If our network were to shut down in the future, you’d lose the ability to call on your device.

Don’t worry, we’ve got some great deals available for you to help you get connected to our award winning 4G LTE network as soon as possible!

  </div>

<div class="collapsible">
  <h3> Will all Canadian carriers phase out 3G?  </h3>
</div>
<div class="content">

We can’t comment on other carriers, but we’ve already seen networks across the world shutdown their 3G networks. It’s highly probable that all Canadian networks will follow suit and shutdown these networks as they have previous ones, like CDMA. 

It’s likely you’ll run into the same issue no matter the carrier. That’s why we’ve made sure to give you the best deal in Koodo Self Serve to make this process as simple as possible. 

Learn more from our [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone) help page.

  </div>

__Related help pages:__

- [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone)
- [VoLTE (Voice over LTE)](https://www.koodomobile.com/en/help/volte)
- [Certified Pre-owned Phones and Tablets](https://www.koodomobile.com/en/help/certified-pre-owned-phones)

Explaining Koodo’s 3G Usage Price Increase

It’s easy to make changes to your plan, but keep in mind that your first bill after a change may look a little different from previous bills. 

You can avoid partial charges by making changes on your bill start date.

Don’t know your bill start date? Head to [Self Serve](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/billing/overview&env=ra "Self Serve") to find out.

When you make changes to your plan before or after your bill start date, your bill will be slightly higher than usual because:

- You’ll be charged for what you used before your billing date and for what you’ll use for the remainder of your billing period with your new plan
- We’ll have adjusted both the monthly charge and your included minutes (or add-ons) to reflect your changes

__In other words...__
Let’s say your billing period starts on Day 1. From Days 1 to 15, you’re on your old $30 monthly plan (which includes up to 100 anytime minutes). On Day 16, you upgrade to a new $35 monthly plan (which includes up to 150 anytime minutes).

### __On your bill:__

- You’ll see your usual $30 monthly charge and an adjustment to reflect the portion you’d used before you made the change to your account. Since you used your old plan for 15 days, the adjustment will be -$15 ($30 x 15/30 days).
- Your included minutes will also be adjusted for this period (up to 100 anytime minutes x 15/30 days or up to 50 anytime minutes). If you've used more than the included minutes within the first 15 days, overage charges will apply.
- You’ll also see your new $35 monthly charge plus the adjustment. Since you have 15 days left in the billing period, the adjustment will be $17.50 ($35 x 15/30 days).
- Your charges will be a little less confusing on your next bill as you’ll only see your new $35 monthly charge.

__Remember:__ you can change your monthly plan once per month and you’ll only see these kinds of partial charges if you change things up again.

__See the video:__
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/-OrlKWPqwu8?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>

<br><br>__Related help pages:__
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [Your Koodo bill after an upgrade](https://www.koodomobile.com/en/help/your-koodo-bill-after-an-upgrade)
- [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)

It's easy to make changes to your plan with Koodo, after you do your next bill might look a bit different. FInd out more here. 

Making changes to your plan

Making changes on your account can sometimes result in one-time charges related to the change. This page aims to clarify some of these charges, which you might see on a bill you receive after purchasing a new phone or changing your rate plan. We’ve outlined particular charges on sample bills and offered explanations about why and when they appear below.

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

The following image highlights some of the things you can expect to see:

__Example 1:__

![Upgrade EN 1](//images.ctfassets.net/8cecwr1x4jkf/4bDFfPC0AsWMqT23fwXNa6/ae427935a649ce11c99e45ec8a6074c3/Billing_-_Screenshot_for_Renewals_-_Upgrades_and_payoff_and_credits_and_Tab_Charge_-_EN_1.png)

__Example 2:__

![Upgrade EN 2](//images.ctfassets.net/8cecwr1x4jkf/75Fz2C4KgFkgm4wiUSanBM/b2ddfecc010de2d25105f1a2905ffd2b/Billing_-_Screenshot_-_Renewal_-_Connection_Fee_and_various_Tab_charges__EN__2.png)

If you had a remaining Tab when you renewed, you could possibly see:

- __Tab Payoff:__ this charge is the remaining Tab balance you pay (subject to any applicable adjustments) when you purchase a new device on Tab, choose to pay off your remaining Tab balance, or change to a plan that is not compatible with your Tab.

- __Tab Bonus Payoff:__ This charge is the remaining Tab Bonus balance that you’ll need to pay (subject to any applicable adjustments) when you upgrade, or when you pay off your Tab before 24 months, or when you keep your phone but change to an ineligible rate plan. See below for an explanation of the Tab Bonus charge.

After you purchase a new phone on Tab, you’ll see:

- __Tab Charge:__ When you sign up with a Tab, your Tab balance will be split into 24 monthly payments. 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. If you decide to pay off your Tab before the 24 months is up, you may be charged the remaining Tab Bonus balance as well. Once your Tab balance is $0, the Tab charge drops off your bill, leaving you with more money in your pocket each month.

- __Tab Bonus charge:__ Depending on the Phone and Tab you choose, you might get a Tab Bonus to reduce the cost of your phone, just to make it easy for you to get the phone you really want on the terms that are right for you! The Tab Bonus balance simply goes down each month, and you’ll need to pay the remaining Tab Bonus balance (subject to any applicable adjustments) __only if you cancel, upgrade or change to an ineligible rate plan__ before it reaches $0.


Got a Q? We have the A.

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