
When shopping or paying your bill online with Koodo, it’s easy to pay confidently and securely. There are just a few things we want to let you know about the online payment methods we can accept:

1 - There are several ways you can pay your monthly bill online:

- If you pay with a __Canadian credit card, Visa Debit, MasterCard Debit, or selected Visa/Mastercard gift cards__, payment will immediately show on your account if you’re paying through [Self Serve](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/billing/overview&env=ra "Self Serve").

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

- You can sign up for the hassle free convenience of [pre-authorized payments](https://www.koodomobile.com/help/setting-pre-authorized-payments "pre-authorized payments") (also referred to as auto-pay) using your credit or deposit account.
- Through online or telephone banking services at your financial institution. (You’ll need to allow 3-5 business days for payment to get to your Koodo account).

2 - __International credit cards__ may be accepted, however, this is not guaranteed. If you wish to use an international credit card, you will need to [Contact Us](https://www.koodomobile.com/en/contact-us "Contact Us") to register it. We will then get back to you to let you know whether we can accept it or not.

3 - __We do not accept__ IOU’s, gold bars, timeshares, e-transfers, or poetry as payment (unless it’s astonishingly good poetry, then we’ll think about it).<br><br>

__Updating your payment details:__

To renew/update your payment details for your phone bill, please log in to [Self Serve](http://koodo.com/selfserve) and navigate to the __Billing__ section to update your payment method or to set up pre-authorized payment. <br><br>

__Buying online:__

A valid Canadian-issued credit card is required for all purchases. We don't accept international credit cards. We use your credit card to authenticate the transaction to protect you from fraud and, when applicable, perform a credit check. If you don't have a valid Canadian-issued credit card, please shop at a Koodo store near you. <br><br>

__Related help pages:__
- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)
- [Past due bill](https://www.koodomobile.com/en/help/past-due-bill)
- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Paying your bill in Self Serve](https://www.koodomobile.com/en/help/paying-your-bill-self-serve)
- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [Viewing and downloading your bills](https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills)

When you shop online with Koodo you can be sure it's safe and secure. Here's some information on our online payment methods.

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

Online payment methods

With the auto-pay discount, you can save up to $10 per month for each subscriber on an eligible in-market rate plan. Just set up an eligible pre-authorized payment method on your account to get the discount.

<div class="collapsible">
  <h3> Why don’t I see my $5 auto-pay discount anymore? </h3>
</div>
<div class="content">

If you activated or did a renewal or rate plan change before April 8th, 2025, you may have been eligible for a $5 discount when you signed up for auto-pay by credit card or bank account.

As of April 8th, 2025, if you change your rate plan or renew onto a new rate plan your eligibility for the $5 pre-authorized credit will end. You can get a new $10 credit if you sign up for auto-pay by bank account (this credit is not applicable for pre-authorized credit payments). Log in to [Koodo Self Serve](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/payments/preauthorized/&env=ra&ban_only=true) to change your pre-authorized payment method. 
  </div>

<div class="collapsible">
  <h3> What’s the difference between auto-pay and pre-authorized payments? </h3>
</div>
<div class="content">

There’s no difference between the two concepts - they’re interchangeable terms! If you set up pre-authorized debit or pre-authorized credit payments, then you’ve enrolled for auto-pay.

  </div>

<div class="collapsible">
  <h3> Can you explain how the auto-pay discount program works? </h3>
</div>
<div class="content">

When you successfully set up an eligible pre-authorized payment method, you’ll receive a monthly discount of up to $10, starting with your next bill, for each subscriber on an eligible plan.

  </div>

<div class="collapsible">
  <h3> Which payment types are eligible for the auto-pay discount? </h3>
</div>
<div class="content">

Pre-authorized debit (chequing account), Visa debit card, Mastercard debit card, or credit card are all payment methods that are eligible for the auto-pay discount.

  </div>

<div class="collapsible">
  <h3> Is a partial credit issued if I choose an eligible plan and enroll in auto-pay before the bill date? </h3>
</div>
<div class="content">

No, you’ll receive the full discount on your next bill. No partial credits are issued.  

  </div>

<div class="collapsible">
  <h3> I'm already enrolled in auto-pay. Will I receive the discount? </h3>
</div>
<div class="content">

The auto-pay discount is specifically offered on __eligible plans__. To benefit from this discount, you must switch to an eligible plan. For a list of eligible plans, please visit [koodo.com/plans](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) and click on the individual plan for more details.

  </div>

<div class="collapsible">
  <h3> I enrolled in auto-pay but haven't received the discount yet. What should I do? </h3>
</div>
<div class="content">

The monthly discount is exclusive to eligible plans. To ensure you receive this discount, you may need to __switch your rate plan__. Once you make the switch, the discount will be automatically applied starting with your next bill. 

For a list of eligible plans, please visit koodo.com/plans and click on the individual plan for more details.

  </div>

<div class="collapsible">
  <h3> I'm on an eligible plan but haven't received the discount. What else do I need to do? </h3>
</div>
<div class="content">

In addition to being on an eligible plan, __enrollment in pre-authorized payments__ is required to receive the discount. 

The discount is automatically applied to eligible subscribers when pre-authorized payments are active on the account.

  </div>

<div class="collapsible">
  <h3> I'm on an eligible plan but couldn't choose auto-pay (pre-authorized payments) during activation. Can I still get the discount if I set up auto-pay later? </h3>
</div>
<div class="content">

Absolutely! Auto-pay can be set up at any time in your Koodo Self Serve account.

  </div>

<div class="collapsible">
  <h3> Will all lines on my account receive the discount? </h3>
</div>
<div class="content">

The discount will be allocated only to subscribers that are on an eligible plan. If all lines on the account meet the eligibility criteria, then __each line__ will receive the discount.

  </div>

<div class="collapsible">
  <h3> If I change my payment method later, will I still qualify for the discount? </h3>
</div>
<div class="content">

If you discontinue pre-authorized payments, if your credit card expires, or if your pre-authorized payments fail twice, the discount will no longer apply to the next bill, even if you’re on an eligible plan. 

  </div>

<div class="collapsible">
  <h3> How much is the pre-authorized discount amount? </h3>
</div>
<div class="content">

__Before April 8, 2025:__ You can save $5 per month for each eligible line on your account. To get this discount, you need to set up __pre-authorized__ payments from your bank account or credit card. This works for all customers who joined Koodo before April 8, 2025. If you change your plan, you'll be switched to the current discount offer.

__Starting April 8, 2025:__ New customers can save $10 per month for each eligible line on your account. This also applies if you're an existing customer and you change your plan after April 8. To get this discount, you need to set up __pre-authorized__ payments from your bank account.
  </div>

<div class="collapsible">
  <h3> What could cause my auto-pay discount amount to change? </h3>
</div>
<div class="content">

If you don't change your plan, your auto-pay discount won't change. Changing your plan (by completing a Rate Plan Change or Hardware Upgrade) may result in your auto-pay discount amount changing. When you choose a new plan, your new auto-pay discount eligibility will be displayed in the plan details.
  </div>

<br><br>
__Related help pages:__

- [Setting up pre-authorized payments](https://www.koodomobile.com/en/help/setting-pre-authorized-payments)
- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)

Auto-pay discount

There are a number of easy ways to pay your Koodo bill from paying directly through your bank, to paying through Self Serve, to setting up pre-authorized payments (also referred to as auto-pay).

<div class="collapsible">
  <div class="t-heading-h3"> Pay via Self Serve </div>
</div>
<div class="content">

You can easily pay your bill through your chequing account, with your Visa Debit/MasterCard Debit card, or credit card.

1. Under “Payment options,” select __Pay now__, then select __Next__
2. Select the payment method before selecting __Next__, and follow the instructions to complete your payment.

![Pay via SS - Stacked - EN](//images.ctfassets.net/8cecwr1x4jkf/48StvsWDMXmG8PZ67sSD1Y/917ae16173d7067405e88d546d60e73e/Stacked_Pay_Via_Self_Serve_EN__1_.jpg?w=400)

__Note:__ Our system runs verifications while processing a payment. Your card will be declined if the name and address that your credit card company has doesn’t match what we have on your account. If the card is in your name, try updating your billing address to match your card and try again. You can change your billing address here: [http://koo.do/2rTWJrh](http://koo.do/2rTWJrh)

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

<div class="collapsible">
  <div class="t-heading-h3">Set up pre-authorized payments </div>
</div>
<div class="content">

To eliminate the risk of incurring late-payment fees, you can set up automatic bill payments either via your chequing account or via your credit card. There are two ways you can set these up:

## 1. Via Self Serve:

1. Under “Payment options,” select __Pre-authorized payments__, then select __Next__
2. Select the __payment method__ before selecting __Next__.
3. Enter all your __credit card, Visa Debit/MasterCard Debit card,__ or __chequing account__ information, then select __Next__.
4. __Review__ the information before selecting __Confirm__.

![Set up pre-authorized - Stacked - EN](//images.ctfassets.net/8cecwr1x4jkf/4e4CH1FP4VdUrB9jLscwR8/0acdaab14f8f4becf95e5baa72199e3a/Stacked_Set_up_pre-authorized_payments_EN__1_.jpg?w=400)

## 2. Via automated phone system (*611)

1. Dial __*611__ from your phone to use our automated phone system.
2. Press __3__ (Credit card and other payment options) when prompted.
3. Press __2__ (Setup pre-authorized monthly payments via credit card/Visa Debit or MasterCard Debit) when prompted, and follow the instructions.

Once your pre-authorized payments are set up, the changes will take effect immediately and you’ll receive an email confirmation. Keep in mind that the payment is not processed on the billing date but rather 10 days or so __before the due date__.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Pay via bank/banking app </div>
</div>
<div class="content">

Paying through your chequing account is simple and requires only a one-time setup. Here’s how to do it: 

1. Call your bank to pay your bill over the phone, or sign into your bank account online. 
2. Using your Koodo [account number](https://www.koodomobile.com/my-account/overview), add __"Koodo Mobile"__ as a payee.

### Good to know:

- It takes 3-5 business days for payments to be applied to your account when using this method.
- You can also set up __pre-authorized payments__ through your bank.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Pay via automated phone system (*611) </div>
</div>
<div class="content">

To pay over the phone using Interactive Voice Response (IVR), follow the steps below:

1. Dial __*611__ from your phone to use our automated phone system
2. Press __3__ (Credit card and other payment options) when prompted.
3. Press __1__ (To make a credit card/Visa Debit or MasterCard Debit card payment) when prompted, and follow the instructions.

__Note:__ Payments will be reflected immediately on your account.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Using clik2pay via Interac e-Transfer </div>
</div>
<div class="content">

On some of your online bill or collection notices, you’ll see the __clik2pay__ icon. 

![clik2pay logo - EN](//images.ctfassets.net/8cecwr1x4jkf/tWAg0lLeuaVHdHllUuZ31/9bf7ed22bb3a52feb03f912385eae11a/clik2pay_button.jpg?w=200)

clik2pay is a Koodo partner and uses bank-grade security and privacy. By clicking on the icon/link in your bill or notice, you’ll be able to pay your bill via e-transfer. following these three easy steps:

1. Choose your bank or financial institution from the Interac gateway page (almost every bank supports Interac e-Transfer)
2. Log in to your online banking app
3. Verify the payment information and approve the payment as shown by your bank

Learn more at [clik2pay](https://clik2pay.com/).

__Just so you know__

- If you have two phones under one account and you want to know how to pay for both lines: your Koodo bill is for the whole account, so two people can have the same Koodo account number in their banks, but the person who owns the account must make sure the bill is paid every month.
- Bill payments are not accepted in stores.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Declined payment/Updating card details for your phone plan or subscription services like Stream+ </div>
</div>
<div class="content">

If your payment was recently declined, and you got an email from us, there might be an issue with your bank account or payment card, like:

- Your credit or debit card is expired
- 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
- The payment information provided to Koodo was incorrect

You can resolve issues related to your bank or debit/credit card by updating your payment information either online or by calling your financial institution. 

__To update your card details online, follow these steps:__

1. Log in to Koodo.com/selfserve
2. Click on __Billing__
3. Click __Manage__
4. Click __Update credit card__ details OR select your preferred payment method
5. You can also choose to set up pre-authorized payment here with your new card details

__To update your credit card details for subscription services, like Stream+, follow these steps:__

1. Log in to Koodo Self Serve via a web browser
2. Select the __Subscriptions__ tab
3. Select __Manage your credit cards__ in the upper right-hand corner
4. Below your existing card details, select __Update card__

  </div>

<br><br>

__Related help pages:__

- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Past due bill](https://www.koodomobile.com/en/help/past-due-bill)
- [Paying your bill in Self Serve](https://www.koodomobile.com/en/help/paying-your-bill-self-serve)
- [Setting up pre-authorized payments](https://www.koodomobile.com/en/help/setting-pre-authorized-payments) 
- [Online payment methods](https://www.koodomobile.com/en/help/online-payment-methods)

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Paying your Koodo bill is easy with Self Serve. Check out our tips on how to pay your bill right here. 

How to pay your bill

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

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

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

### You can also:

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

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

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

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

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

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

__2. Can I change my billing cycle?__

No, billing cycles can’t be changed.

  </div>

<br><br>__Related help pages:__

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

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

Help_Landing_PayingYourBillInSelfServe_ToArticle_Static_Link_May2023

Paying your phone bill in Self Serve

To make your payment experience smooth and hassle-free, many Visa and Mastercard issuers offer automatic updates to your credit card, VISA Debit or Debit Mastercard information when changes occur, like when your card expires or is replaced. This allows your recurring payments to continue without interruption.

These updates are managed by participating card issuers, not by Koodo. To keep things simple and provide added peace of mind, we suggest:

- Reaching out to your bank or financial institution for details or to adjust your preferences.

- Manually updating your card details before they expire as an extra precaution, since automatic updates aren't always guaranteed.

__Note:__ If Self Serve shows your card as expired or doesn’t display the updated details, don’t worry - as long as your card issuer supports automatic updates and you have activated your card, our system may process your payments with the updated information.

For the best experience, we still recommend manually updating your card information in our system when you can.


Seamless card updates for your Visa and Mastercard

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

Signing up for pre-authorized payments (also referred to as auto-pay) is easy! Your bill payment will be automatically withdrawn from your chequing account, credit card, or Visa Debit/MasterCard Debit card every month, which means you don't need to remember to pay your bills, and they'll always be paid on time. No more late charges!

__Note:__ Pre-authorized payments are withdrawn approximately 15 days before the last day of your next month’s billing cycle. __Example:__ If your billing cycle is from March 26th to April 25th, your pre-authorized payment will be applied roughly 15 days before April 25th. 

### __To set up pre-authorized payments:__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Click the __Self Serve__ dropdown menu, then select __My profile__.
3. Under the __Payment__ section and beside Pre-authorized payments, select __Manage__.
4. Choose a payment method. 
5. Enter the details of your payment method, then select __Next__.
6. Review your payment information, then select __Submit__.
7. Done! You'll get a confirmation email from us. 

### __Heads up!__ 

If you're setting up pre-authorized payments using your chequing account, you'll need your transit, institution, and account numbers. You can find these on a cheque or through your online banking. 

![The transit, institution, and account numbers are shown on a cheque.](//images.ctfassets.net/8cecwr1x4jkf/2FKBp0eiqwp7cZuJ15ydIM/03f255284dba1c6ab683f59908c27296/cheque_en.png)

If you've just signed up for pre-authorized payments and aren't sure whether you should pay your first bill or if it will automatically be taken from your bank account, __please note:__ it can take one full bill cycle for your PAP to register. In order to avoid paying late fees, you can make your first payment through your bank or by credit card. If you pay your bill before the pre-authorized payment comes through to us, nothing will happen to your PAP and no double payment will be taken from your bank account.

### __To update pre-authorized payments (e.g. update your credit card information):__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Select __Overview__
3. Select __Manage payments__
4. Choose a payment method
5. Enter the updated details of your payment method, then select __Next__
6. Review your payment information, then select __Submit__
7. Done! You'll get a confirmation email from us. 

### __To cancel pre-authorized payments:__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Select __Overview__
3. Select __Manage payments__, then __Remove payment__
4. Your account will then be switched to manual payments and should be reflected in your Koodo online account within the hour. If you stop pre-authorized payments, any auto-pay discounts tied to them will also stop immediately.
5. Done! You'll get a confirmation email from us. 

### __Good to know__

- We accept payments through a bank, Canadian credit card, and Visa Debit/MasterCard Debit card only.
- If you have a balance currently owing, you can make a one-time credit card payment.
- There's no commitment - you can cancel pre-authorized payments whenever you want.

<div class="collapsible">
  <h3> Plaid for pre-authorized debit payments </h3>
</div>
<div class="content">

Read on for common information about Plaid and for a quick guide on how to fix the most frequent errors.<br><br>

## FAQ<br><br>

__1. What is Plaid? How does it work? Is it safe to use?__

Plaid is a trusted financial data network that securely links your banking details and provides them to Koodo for faster and easier payments.<br><br>

__2. Why does Koodo use Plaid?__

Plaid is a secure, trusted service that makes it easy to link your bank account to the services you use, like Self Serve. 

Without Plaid, you need to find and manually enter your institution, transit, and account numbers when making a bank payment or setting up pre-authorized payments. This manual process can be frustrating and prone to mistakes, failed payments, and fraud risks.
This is where Plaid comes in. 

With Plaid, you can automatically link your bank account in seconds. 

In Canada, users who chose to connect their bank accounts with Plaid were [10 times less likely to make a mistake resulting in a failed payment](https://plaid.com/en-eu/customer-stories/wave/) (available in English only).<br><br>

__3. Is Plaid secure?__

Yes! Plaid keeps your data encrypted and secure. It has passed strict technology audits and regularly undergoes security testing.

To learn more about Plaid’s security, check out the following pages (available in English only)

- [Plaid’s security practices](https://plaid.com/safety/)
- [How Plaid handles your data](https://plaid.com/how-we-handle-data/)
- [Plaid’s help centre for privacy and security questions](https://support-my.plaid.com/hc/en-us/categories/4405964125591-Privacy-and-Security)<br><br>

__4. Which institutions can you connect with Plaid?__

Plaid can help you connect hundreds of Canadian financial institutions to your Self Serve account, whether it’s a national bank, local bank, credit union, investment bank, or digital bank.

If you can’t find your financial institution on Plaid, check out [Plaid’s Help Centre](https://support-my.plaid.com/hc/en-us/articles/4410328283287-Why-can-t-I-find-my-financial-institution-when-attempting-to-connect-it-to-an-app-or-service-using-Plaid) for help (available in English only).<br><br>

__5. How does Koodo use Plaid?__

Right now, we use Plaid to set up [pre-authorized debit payments from your bank account](https://www.telus.com/my-telus/payments/pre-authorized).

Plaid makes it easy to connect your bank account to your Self Serve account without the hassle of manually entering details.

1. When you choose to connect your account with Plaid, you’ll be able to search for and select your financial institution. Next, enter your login and password.

2. Once you’re logged in, you’ll see your bank account(s) and be able to select the one you want to connect.

3. In seconds, Plaid encrypts the bank account data and securely provides it to Koodo. Plaid never shares your username and password with anyone, including Koodo.

4. Once we receive your banking details, we end the connection between Plaid and Koodo.<br><br>

__6. What should I do if I get an error in Plaid?__

If you get an error while connecting your bank account with Plaid, try connecting again. It's likely a temporary issue that could be resolved with another try.

If the error continues, you can try again later or enter your bank details manually.<br><br>

__7. Still have questions about Plaid?__

If you have more questions about Plaid, check out [Plaid’s Help Centre](https://support-my.plaid.com/hc/en-us) (available in English only) where you can find frequently asked questions about Plaid or search for a specific question you have in mind.<br><br>

__Error: “Please try connecting to a different account”__

This error might pop up if:

- Your bank is doing scheduled maintenance.
- Your bank is having temporary technical issues.

If this happens, try connecting your bank account again in a few hours or the next day. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Couldn’t connect to your institution”__

This error might pop up if your bank is having some temporary technical issues. You can try connecting your account again in a few hours or the next day. If that doesn’t work, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Action required with your account”__

This error might pop up for a few reasons:

- Your bank may need some special setup steps before you can connect with Plaid.
- Your bank account might not be fully set up yet.
- You might need to finish an administrative task, like agreeing to new terms, resetting your password, or adding more info.

If you see this error, log in to your bank and complete any steps that come up.

Also, check for settings that might block third-party access. You might need to create a third-party app password or enable access first. Some banks let you do this online, while others might need you to call them or visit a branch.

Once you’ve handled this, try connecting with Plaid again.

If you can’t access your bank right now, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Session expired”__

This error might pop up if you didn’t pick the account within the five-minute window. No worries - just go back to the start of the Plaid flow and try linking your bank account again.<br><br>

__Error: “The credentials you provided were incorrect”__

This error might pop up because of:

- Choosing the wrong bank
- Entering the wrong username and/or password for your bank
- Entering your Koodo username and password instead of your banking credentials

If this happens, double-check that you’ve picked the right bank and that your login details are correct. You can confirm your credentials by logging in directly on your bank’s website or app using the same username and password.

After verifying, try connecting your account again through Plaid.

__Heads up!__ Your bank might lock your account after 3-5 failed login attempts.<br><br>

__Error: “Your answers were incorrect”__

This error might pop up if:

- You answered your security question incorrectly
- You chose an inactive authentication device
- Your bank didn’t send you a one-time passcode 

If you see this error, you can restart the Plaid process and try linking your bank account again. Be sure your security answer is correct.

If the issue continues, you might need to update your two-factor authentication settings or contact details with your bank. 

You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Security code incorrect”__

This error can pop up if you entered an invalid one-time passcode.

If you see this, double-check your code and enter it again.

If the error continues, you might need to update your two-factor authentication settings with your bank. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Too many attempts”__

This error can pop up if you’ve entered your login info incorrectly more than 3-5 times and your bank’s fraud protection locks your account. To fix this, reach out to your bank directly, either through their website or app, to unlock it.

Once your account is unlocked, you can try linking it again or set up pre-authorized debit payments manually. If you’re still having trouble, you might need to update your two-factor authentication settings or your contact info with your bank.<br><br>

__Error: “Account not currently supported”__

This error might pop up for a few reasons:

- Your selected bank doesn't support the account type you're trying to connect.
- Plaid can’t connect with your bank’s multi-factor authentication method.
- The login info provided is for a ‘guest’ or another account type with limited access.

If you see this error, try connecting a different bank account. Don’t have another account? No worries - just enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Your account settings are incompatible”__

If you see this error, it might be because Plaid doesn't support the type of multi-factor authentication your bank uses. You can try connecting an account from a different bank or entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “No compatible accounts”__

This error might pop up for a few reasons:

- You successfully logged in to your bank, but Plaid can’t find any open, active, or eligible accounts.
- You closed the bank account you're trying to connect.

If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Institution not supported"__

This error might pop up if Plaid's platform doesn’t support your bank. If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__8. What should I do if I get an error not mentioned here?__

If you get another error while connecting your bank account with Plaid, try connecting it again or manually enter your banking details instead.

You can also search [Plaid's Help Centre](https://support-my.plaid.com/hc/en-us) (available in English only) for info about the issue you’re having.
  </div>

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

__Can I use the same pre-authorized payment in my current profile for each new phone number I add to my account?__

Yes, your pre-authorized payment applies to your entire account.

  </div>


Want to set up automatic payments on your Koodo Bill? Get the low down on setting up Pre-Authorized payments here.

Setting up pre-authorized payments

We understand that it can be frustrating if your Koodo Mobile bill is higher than you expected. This page goes through some common reasons and explanations for unanticipated charges on your bill, like proration, credits expiring, previous Tab charges, roaming charges, or long-distance charges. The best way to check why your bill may be higher than expected is to log in to Self Serve and review the line-by-line breakdown of your bill in the __Billing__ tab.

<div class="collapsible">
  <h3> You’re a new customer with your first bill </h3>
</div>
<div class="content">

There are two common reasons that contribute to first bills that are higher than your following monthly bills. They are:

## 1. Partial charges “prorated charges” or “proration.”

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work:

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly 1 month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle.

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn’t start your billing cycle on the day you activate your mobility service. Instead, we have a few select days in a month when a billing cycle can start. For example, you may have activated your new Koodo service on June 11, but our closest billing cycle start date may not be until June 15.

So you may ask, what happens between the 11th and the 15th? Well, that is where the partial charges come in.

![EN - Partial charges graph](//images.ctfassets.net/8cecwr1x4jkf/2lyG3urrAPTx9tsbJq5HLc/6caf39219ce01a3eed649d97cfff20e0/EN-_Partial_charges_Graph_with_calculation.png?w=800)

If your service plan is $60 a month, you’ll pay that $60 on June 15 for the service used up to July 14. That’s your billing cycle in this example. Then, for the days between your start date (June 11) and the start of the billing cycle (June 15) you’ll pay a partial charge for those 4 extra days (June 11 + 12 + 13 + 14).

__How it’s calculated__

To calculate this charge, you need to take the monthly amount of $60 and divide it by 30 days to get your daily charge. In this example, it’s $2. Then you would take the $2 daily charge and multiply it by the number of partial days. In this example, it's 4 days. That gives you a partial charge of $8.

Add that onto your monthly charge, and you would be paying $68 for your first bill. For all the bills after your first, assuming there are no changes or additional usage charges, you would pay the $60 per month each bill.

Check out [this video](https://youtu.be/-OrlKWPqwu8) to learn more about partial charges on your first bill.

## 2. Connection fees

If you activate or upgrade in store, you'll see a one-time connection fee charge on your first bill, which includes the SIM card fee. For online purchases, including activations and renewals, the connection fee is waived but there is a one-time SIM card fee for new activations. For the connection fee and SIM card fee, check out [this Koodo page](https://www.koodomobile.com/en/bring-your-own-phone?srsltid=AfmBOoozzv7xxxQ06wpWj5nHhjxAaKtl9vPIGfXfiZoUd-ZX5UpLAsPr). 
  </div>

<div class="collapsible">
  <h3> You’re an existing customer adding a new line </h3>
</div>
<div class="content">

Your first bill is higher than your following monthly bills likely because you’ve been charged partial charges, also known as “prorated charges” or “proration.”

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work. 

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly one month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle. 

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn't start your billing cycle on the day you signed up for your additional service. Instead, we have a few select days in a month when a billing cycle can start. 

Given that you're an existing Koodo customer, you already have a billing cycle date assigned to you that you’re likely familiar with. It shows up on all of your bills. For example, you may notice that your billing cycle starts on the 15th of every month like clockwork. 

Now when you add a new line to your account, you’ll likely do so on a day that doesn’t line up with your billing cycle date. For example, let’s say you added a second phone plan and it’s activated on June 11 but your billing cycle starts on June 15. You may ask, what happens between the 11th and the 14th?

![EN - Partial charges graph](//images.ctfassets.net/8cecwr1x4jkf/2lyG3urrAPTx9tsbJq5HLc/6caf39219ce01a3eed649d97cfff20e0/EN-_Partial_charges_Graph_with_calculation.png?w=800)

__How it’s calculated__

Continuing with this example, let’s say that the normal monthly amount for your additional phone plan is $60 a month. If we divide that by 30 days, the daily amount is $2 a day. For the 4 days before your billing cycle starts, you’ll pay $8 in partial charges to cover those days, plus the $60 you would have paid anyway for the billing cycle that starts on June 15. In total, you would pay $68 for your first bill after adding the additional phone plan and then the normal $60 every month after that.

  </div>

<div class="collapsible">
  <h3> You upgraded to a new device before completely paying off your Tab </h3>
</div>
<div class="content">

When you sign up with a Tab, your Tab balance and Tab Bonus will be split into 24 months. The difference between the Tab and the Tab Bonus is that you pay a Tab charge to reduce your Tab balance every month, but your Tab Bonus is all for you - on us. 

If you decide to upgrade your device or cancel your service before your Tab balance and Tab Bonus reach $0, you’ll be charged the remaining balances on your next bill. 

This will appear as two different line items:<br><br>

   __Tab Payoff:__ This is your remaining Tab balance left over from your old device

   __Tab Bonus Payoff:__ This is the remaining balance on the upfront discount you received towards your device at the time of purchase.

In some instances, you might see two Tab charges on your bill as well.<br><br> 

__The first__ will be your final Tab charge from your previous Tab 

__The second__ Tab charge will be for the new phone you upgraded to.

![Example 2](//images.ctfassets.net/8cecwr1x4jkf/5jI31IbqjwPj1TRJhMGcJn/d19a965e087f8d32f590f900d2ca3cf1/Example_2.png?w=1000)

  </div>

<div class="collapsible">
  <h3> You’ve made a change to your rate plan or add-ons  </h3>
</div>
<div class="content">

It’s likely because you’ve been charged partial charges, also known as prorated charges or proration.

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work. 

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly one month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle. 

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn’t start your billing cycle on the day you signed up for your additional service. Instead, we have a few select days in a month when a billing cycle can start. 

Given that you're an existing Koodo customer, you already have a billing cycle date assigned to you that you’re likely familiar with. It shows up on all of your bills. For example, you may notice that your billing cycle starts on the 15th of every month like clockwork. 

Now when you change your service, you’ll likely do so on a day that doesn’t line up with your billing cycle date. For example, let’s say you changed your Koodo plan on June 11 but your billing cycle starts on June 15. You may ask, what happens between the 11th and the 14th?

![EN - 11th and 14th](//images.ctfassets.net/8cecwr1x4jkf/4pG9zemyp7BAbQ5JRLT5gL/cc89416058e90ec6b7a8f359457e4826/EN_-_Partial_charges_Graph.png?w=800)

__How it’s calculated__

Continuing with this example, let’s say that the new monthly plan is $60 a month. If we divide that by 30 days, the daily amount is $2 a day. For the 4 days before your billing cycle starts, you’ll pay $8 in partial charges to cover those days, plus the $60 you would have paid anyway for the billing cycle that starts on June 15. 

Now for the credit, let’s say that your old monthly amount is $50. Similarly, if we divide that by 30 days, the daily amount is $1.67 a day. For those 4 days, you’ve already paid for them and a credit is due to you for the daily amount multiplied by 4 days, $6.68. 

In the end, you would pay $102 for your first bill after your plan change, plus the partial charges, and then subtract $6.68 for the credit that you’ll receive. This brings the total to $61.32 for that bill and then $60 per month after that.
  </div>

<div class="collapsible">
  <h3> You’re looking for your promotional credit  </h3>
</div>
<div class="content">

There are a few common reasons your promotional credit may be missing, depending on whether the credit was recently applied, whether you’ve had it for some time, or whether you recently changed your plan.

__If it’s a newer credit, it may not have made it to your bill yet__

If you recently signed up for a new service or had a credit applied to your account, it can take 1 to 2 billing cycles for it to appear. This means that it may not show up until your next bill or the one after that. 

Rest assured that you’ll still be getting the full value of the credit. For example, if the credit is valid for 12 months, the 12-month period will start once you’ve received your first credit so you won’t miss out on any savings. 

__If it’s an older credit, it may have expired__

If you got a great deal when you signed up for your service, it’s important to keep in mind that these discounts are applied in the form of a monthly credit that has an __expiry date.__ 

On your bill, it may look like you’re paying the full amount, but you’ll see a credit applied. 

If your bill has gone up suddenly even though you’ve been a customer for a while, it’s possible that the credit may have expired. 

Don’t worry, we have other promotions that you’re likely eligible for. To view them, you can visit the offers section in [Self Serve](http://koo.do/2rVC2N3).

__If you changed your plan, the credit may no longer be compatible__

If you’re interested in taking advantage of a new promotional plan, it’s important to keep in mind that credits associated with the previous plan could potentially be forfeited. 

This is because credits received during sign up were provisioned based on specific conditions (rate plan, minimum rate plan value, additional line, etc.), and therefore may not be compatible with a new plan. 
  </div>

<div class="collapsible">
  <h3> You received a promotional credit that’s lower than you expected </h3>
</div>
<div class="content">

When we offer you a bill credit at our discretion, either one-time or recurring on a temporary basis, it includes taxes based on the applicable taxes levied in the province of supply. This means it’s displayed on your bill as the before-tax value. 

For example, let's say you’re in Ontario and were offered a $10 credit for activating a new line on your Koodo account. Here’s how the breakdown would appear on your bill:

| Amount shown on the bill as activation credit ($10 including tax) | -$8.85 |
|-------------------------------------------------------------------|--------|
| Amount HST (13%) is reduced by                                    | $1.15  |
| Total amount of credit                                            | $10.00 |

  </div>

<br><br>__Related help pages:__

- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) 
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [Everything you need to know about the Tab](https://www.koodomobile.com/en/help/everything-you-need-to-know-about-tab)

Got a Q? We have the A.

Need more help?