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!

Prepaid

Mobility

Moving your number to another TELUS provider

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

## 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 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. 

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 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.

### 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 base 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 base plans that include data
You have 30 days to use up your base plan data. Unlike our Booster add-ons, any remaining data will not be carried forward when your base 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 base plan data and a data Booster add-on, your base 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 base 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 boosters

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>

<style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    line-height: 1.5;
  }
</style>

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)

<style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    line-height: 1.5;
  }
</style>

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

## 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 base plan, we’ll automatically adjust the top-up amount that’s needed. Learn more here [Prepaid base 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

VoLTE (Voice over LTE) is available for Koodo Prepaid customers.

## What is VoLTE?
VoLTE is the next step in wireless calling and it comes with some awesome benefits. Koodo customers with a compatible phone will be able to __make and receive calls over our faster Koodo LTE network__ instead of the HSPA network. With VoLTE you’ll get:

- Simultaneous use of voice and LTE data
- Awesome sound quality when calling another VoLTE-enabled device
- Faster call set-up time
- More innovative solutions: Customers will have access to next generation services

## What’s different?

- Previously, data was carried over LTE when you weren't on a voice call. 
- If you were on a voice call, then your data was transmitted __using the slower 3G speeds__. 
- Now, with VoLTE, your data will be carried over LTE even when you’re on a voice call.

## Where is VoLTE available?
VoLTE services are currently available nationally, except for the province of Saskatchewan.

VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE E911 is not available, customers are still able to make standard 911 calls.

  <div class="collapsible">
  <h3> How do I activate and use VoLTE on my phone?  </h3>
</div>
<div class="content">

The following is required to enable VoLTE on your phone and make and receive VoLTE calls: 

1. __A VoLTE-certified phone__ *(most phones sold by Koodo after 2018 are VoLTE-capable within Canada and the US). Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.*

2. __The latest software version__ *(most new phones and latest software versions come with VoLTE settings that are turned ON by default. For more instructions on other Apple/Android devices and software please see below)*

3. __A phone restart__ 

4. __Being in a VoLTE-enabled coverage area__ *(see our full coverage [list](http://koodomobile.com/en/network))*

As long as you meet these requirements, you should be able to use VoLTE automatically. All calls will be carried over to the Koodo LTE network.

__Note:__ Select phones may work on VoLTE (within Canada) but not in the US (while roaming). 

  For a list of devices and model numbers that __support VoLTE on the Koodo network in Canada and while roaming__, please see the tables below. 

  For a list of phones that are supported by Koodo VoLTE network in Canada but __don’t support VoLTE roaming__, please see the “Which phones don’t support VoLTE roaming?” section below.<br><br>

## On an Apple device:

To enable LTE on an iPhone __running iOS 14.4 or older__:

1. Go to __Settings__
2. Select __Cellular__
3. Select __Cellular data options__
4. Select __Voice & Data__
5. Select __LTE, VoLTE on__

iPhone users with iOS 12 or older releases can enable VoLTE through __Settings > Cellular > Cellular Data Options > Enable LTE > Voice & Data__.<br><br>

## On an Android device:

The settings vary slightly between models and operating systems. Below are the most common settings found to enable LTE.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

| OEM        | Model      | OS version    | Path                                                                                                                 |
|------------|------------|---------------|----------------------------------------------------------------------------------------------------------------------|
| BlackBerry | KEY2 LE    | Android 8.1.0 | __Settings__ > __Network & internet__ > __Cellular networks__ > __Preferred network type__ > Select __LTE/WCDMA/GSM__ > Switch on __VoLTE__                   |
| Google     | Pixel 4    | Android 10    | __Settings__ > __Network & internet__ > __Mobile network__, Switch on __VoLTE__> __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__ |
| Huawei     | P30        | Android 10    | __Settings__ > __Mobile network__ > __Mobile data__, Switch on __VoLTE Calls__ >  __Preferred network mode__ > Select __LTE/WCDMA/GSM auto__ > Switch on __VoLTE__|
| LG         | G8X ThinQ  | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile networks__ > __Network mode__ > Select __GSM/WCDMA/LTE auto__ > Switch on __VoLTE__                      |
| Moto       | G7 Play    | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile network__ > __Advanced__ > __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__     |
| Samsung    | Galaxy A71 | Android 10    | __Settings__ > __Connections__ > __Mobile networks__, Switch on __VoLTE Calls__ > __Network mode__ > Select __LTE/WCDMA/GSM (auto connect)__ > Switch on __VoLTE__|

  </div>

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

__1. Do I have to pay more for using VoLTE?__

No. All your voice usage will be billed according to your Koodo Prepaid plan, so you won't be using any of your monthly data allowance.

__Note:__ VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE and E911 are not available, customers can still make standard 911 calls.

__2. Will VoLTE use up my data?__

No. VoLTE voice calls will be treated as regular voice calls and will not affect your data usage.

__3. Can I roam with VoLTE?__

Phones that are VoLTE roaming-capable (please see the “Which phones don’t support VoLTE roaming?” section below) with the latest software installed will be able to place and receive calls over the LTE network instead of the HSPA network while roaming in the U.S. 

If there isn’t any VoLTE coverage, or if you don't have a VoLTE roaming-enabled device, you’ll continue roaming on the HSPA network. VoLTE roaming rates will be the same as current HSPA roaming rates.

__4. Can I use Koodo Prepaid U.S. Booster add-ons to roam in the U.S. with a 3G KPRE plan on VoLTE?__

Yes. US roaming Booster add-ons will work with both 3G and 4G KPRE plans on VoLTE.

__5. Why is VoLTE roaming important?__

United States carriers have turned down 3G/HSPA networks. As a result, customers using U.S. roaming add-ons will be impacted by differences in coverage or service quality (including 9-1-1 calls and location-based short codes). Customers may also experience changes to 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.

__6. Will my phone work on the Koodo VoLTE network?__

All new phones sold by Koodo in 2018 or later, and most sold in Canada, will work on the Koodo VoLTE network. Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.

On Android phones, you can find this information in __Settings > About Phone__

  </div>

  <div class="collapsible">
  <h3> Supported VoLTE phones  </h3>
</div>
<div class="content">

__All phone models supported:__

- Apple iPhone 6, 6 Plus, and newer
- Apple iPhone SE 1st generation and newer
- Google Pixel 3, 3 XL, and newer

__VoLTE support for specified phone model number__

You can find your phone's model number in __Settings > About Phone__.

| Model                          | Supported model number |
|--------------------------------|------------------------|
| Huawei Mate 20 Pro             | LYA-L0C                |
| Huawei P30                     | ELE-L04                |
| Huawei P30 lite                | MAR-LX3A               |
| Huawei P30 Pro                 | VOG-L04                |
| Huawei P40                     | ANA-LX4                |
| Huawei P40 Pro                 | ELS-N04                |
| LG G6                          | LG-H873                |
| LG G7 One                      | LM-Q910UM              |
| LG G7 ThinQ                    | LM-G710AWM             |
| LG G8X                         | LM-G850UM              |
| LG K20                         | LM-X120WM              |
| LG K30                         | LM-X320WM              |
| LG K31                         | LM-K300WM              |
| LG K41S                        | LM-K410WM              |
| LG K61                         | LM-Q630UM              |
| LG K9                          | LM-X210WM              |
| LG Q Stylo+                    | LM-Q710WA              |
| LG Q6                          | LG-M703                |
| LG Q60                         | LM-X525WA              |
| LG Q70                         | LM-Q620WA              |
| LG Stylo 3 Plus                | LG-M470                |
| LG V30                         | LG-H933                |
| LG V60 ThinQ 5G                | LM-V600TM              |
| LG Velvet                      | LM-G900UM              |
| LG X Power 2                   | LG-M320G               |
| LG X Power 3                   | LM-X510WM              |
| LG X K32                       | LM-K200QM              |
| Samsung G71 XCoverPro          | SM-G715W               |
| Samsung Galaxy A03s            | SM-A037W 
| Samsung Galaxy A10e            | SM-A102W               |
| Samsung Galaxy A11             | SM-A115W               |
| Samsung Galaxy A12             | SM-A125W               |
| Samsung Galaxy A13 5G          | SM-A136W               |
| Samsung Galaxy A20             | SM-A205W               |
| Samsung Galaxy A21             | SM-A215W               |
| Samsung Galaxy A50             | SM-A505W               |
| Samsung Galaxy A51             | SM-A515W               |
| Samsung Galaxy A52             | SM-A526W               |
| Samsung Galaxy A53 5G          | SM-A536W               |
| Samsung Galaxy A70             | SM-A705W               |
| Samsung Galaxy A71             | SM-A715W               |
| Samsung Galaxy Note 10         | SM-N970W               |
| Samsung Galaxy Note 10+        | SM-N975W               |
| Samsung Galaxy Note 8          | SM-N950W               |
| Samsung Galaxy Note 9          | SM-N960W               |
| Samsung Galaxy Note20 5G       | SM-N981W               |
| Samsung Galaxy Note20 Ultra 5G | SM-N986W               |
| Samsung Galaxy S10             | SM-G973W               |
| Samsung Galaxy S10+            | SM-G975W               |
| Samsung Galaxy S10e            | SM-G970W               |
| Samsung Galaxy S20 5G          | SM-G981W               |
| Samsung Galaxy S20 FE 5G       | SM-G781W               |
| Samsung Galaxy S20 Ultra 5G    | SM-G988W               |
| Samsung Galaxy S20+ 5G         | SM-G986W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S22 5G          | SM-S901W               |
| Samsung Galaxy S22 Ultra 5G    | SM-S908W               |
| Samsung Galaxy S22+ 5G         | SM-S906W               |
| Samsung Galaxy S23             | SM-S911W               |
| Samsung Galaxy S23+            | SM-S916W               |
| Samsung Galaxy S23 Ultra       | SM-S918W               |
| Samsung Galaxy S8+             | SM-G955W               |
| Samsung Galaxy S9              | SM-G960W               |
| Samsung Galaxy S9+             | SM-G965W               |
| Samsung Galaxy XCover6 Pro     | SM-G736W               |
| Samsung Galaxy Z Flip          | SM-F700WDS             |
| Samsung Galaxy Z Flip 5G       | SM-F707W               |
| Samsung Galaxy Z Flip3 5G      | SM-F711W               |
| Samsung Galaxy Z Flip4 5G      | SM-F721W               |
| Samsung Galaxy Z Fold2 5G      | SM-F916W               |
| Samsung Galaxy Z Fold3 5G      | SM-F926W               |
| Samsung Galaxy Z Fold4 5G      | SM-F936W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy A32 5G          | SM-A326W               |
| Samsung Galaxy A52 5G          | SM-A526W               |

### VoLTE support for listed IMEI range
Your IMEI can be found in __Settings > About Phone__.

| Model                   | Supported IMEI (first 8 digits) |
|-------------------------|---------------------------------|
| Alcatel Go Flip 3       | 1563500                         |
| Alcatel 1B              | 1611400                         |
| Coolpad Snap            | 86302904, 86821204              |
| LG G5                   | 35774307                        |
| Motorola Edge+          | 35912410                        |
| Motorola Moto E         | 35163611                        |
| Motorola Moto E6        | 35218110, 35219410              |
| Motorola Moto G 5G (2022) (XT2213-3) | 35603762, 35657463, 35769070, 35845126, 35946390|
| Motorola Moto G Fast    | 35910910                        |
| Motorola Moto G Power (2021)    | 35351138, 35689211, 35689311, 35689611, 35779561, 35689111|
| Moto G Power (2022)     | 35708173, 35743758, 35852182, 35102474|
| Motorola Moto G7 Play   | 35951509                        |
| Moto g stylus 5G (2022) (XT2215-4)   | 35147546, 35448232, 35745962, 35795282|
| Motorola One Hyper      | 35722610                        |
| Motorola One Vision     | 35217110                        |
| Motorola One 5G Ace     | 35557211                        |
| Motorola Razr           | 35722010                        |
| Motorola G Pure         | 35057768, 35230480, 35556617, 35790251, 35991496                       |
| RIM BlackBerry Motion   | 1498900                         |
| Samsung Galaxy A5       | 35522708, 35607009              |
| Samsung Galaxy A8       | 35406109                        |
| Samsung Galaxy J3 Top   | 35222710, 35922909              |
| Samsung Galaxy XCover 4 | 35781708                        |
| Samsung J3 Prime        | 35180909, 35240909              |
| Sonim XP10              | 01618600                        |
| TCL 10L                 | 1565800                         |
| TCL 10Pro               | 1562600                         |
| TCL 20s                 | 1588800                         |
| TCL 20Pro 5G            | 1592000                         |
| TCL 30 5G               | 01619700                        |
| TCL 30 XE 5G            | 01619800                        |
| TCL 303                 | 01630400                        |
| TCL Flip (4058E)        | 01618200                        |
| TCT Mobile One          | 1522100                         |
| ZTE Blade A3L           | 86881504                        |
| ZTE Cymbal 2            | 86274104                        |
| ZTE Blade A3 Plus (Z3353CA) | 86881504                    |
| ZTE Blade A7P           | 86003205                        |
| ZTE MF723 (WF723CA)     | 86815303                        |

  </div>

## Which phones don’t support VoLTE roaming? 
  <div class="collapsible">
  <h3> Alcatel  </h3>
</div>
<div class="content">

| Device Type | Device Model |
|-------------|--------------|
| Alcatel 1B  | (5002W)      |

  </div>

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

| Device Type          | Device Model                 |
|----------------------|------------------------------|
| Apple iPhone 6       | (A1549, A1586, A1589)        |
| Apple iPhone 6 Plus  | (A1524, A1523, A1593)        |
| Apple iPhone 6S      | (A1688, A1633, A1691, A1700) |
| Apple iPhone 6S Plus | (A1687, A1634, A1690, A1699) |
| Apple iPhone SE      | (A1723, A1662, A1724)        |

  </div>

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

| Device Type     | Device Model |
|-----------------|--------------|
| Huawei P30      | (ELE-L04)    |
| Huawei P30 lite | (MAR-LX3A)   |
| Huawei P40      | (ANA-LX4)    |

  </div>

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

| Device Type     | Device Model |
|-----------------|--------------|
| LG G5           | (LG-H831)    |
| LG G6           | (LG-H873)    |
| LG G7 ThinQ     | (LM-G710AWM) |
| LG K9           | (LM-X210WM)  |
| LG K30          | (LM-X320WM)  |
| LG Q Stylo+     | (LM-Q710WA)  |
| LG Q6           | (LG-M703)    |
| LG Q60          | (LM-X525WA)  |
| LG Stylo 3 Plus | (LG-M470)    |
| LG V30          | (LG-H933)    |
| LG X Power 2    | (LG-M320G)   |
| LG X Power 3    | (LM-X510WM)  |

  </div>

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

| Device Type   | Device Model |
|---------------|--------------|
| Motorola Razr | (XT2000-2)   |

  </div>

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

| Device Type           | Device Model |
|-----------------------|--------------|
| RIM BlackBerry Motion | (BBD100-2)   |

  </div>

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

| Device Type       | Device Model |
|-------------------|--------------|
| Samsung Galaxy A5 | (SM-A520W)   |
| Samsung J3 Prime  | (SM-J327W)   |

  </div>

  <div class="collapsible">
  <h3> TCT Mobile </h3>
</div>
<div class="content">

| Device Type    | Device Model |
|----------------|--------------|
| TCT Mobile One | (5033O)      |

  </div>

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

| Device Type       | Device Model |
|-------------------|--------------|
| ZTE Blade A3 Plus | (Z3353CA)    |
| ZTE Blade A3L     | (Z3352CA)    |
| ZTE Blade A7p     | (Z6252CA)    |
| ZTE WHP           | (WF723CA)    |

  </div>


Managing mobile services

Calling features

VoLTE (voice over LTE) for Koodo Prepaid

If your Prepaid phone is lost or stolen, you should suspend your service right away.

### __Here's how to do it quickly:__

- Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") account.
- Select the __Profile__ tab.
- Select __Report Lost / Stolen Phone__ in the __Lost or Stolen Phone__ section.

You can also [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to suspend your service. Just so you know, charges may apply for this call.

If your Koodo prepaid phone was lost or stolen, you should suspend it right away. Here's how to do it. 

Got a Q? We have the A.

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