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

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

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

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

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

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

|                                                                                      How you made your purchase                                                                                     |        Return policy        |                                                                                                                                                                                                                   How to return or exchange                                                                                                                                                                                                                  |
|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|:---------------------------:|:------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|
| At a retail store <br><br>(excluding third party-retailers such as Best Buy, Walmart, etc; these stores have their own return policies, and items purchased from them can only be returned to them.) | 15* days from purchase date | At [your nearest Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt                                                                                                                                                                                                                                                                                                                                                                                              |
| Online at koodo.com                                                                                                                                                                                 | 30 days from purchase date  | Must be returned via mail and can be initiated by sending an email to koodo.webstore@koodomobile.com<br>for a rep to send you a prepaid shipping label for your return.  <br><br>Please note that the SIM card fee ($10) and the shipping fee ($15) are not refundable<br><br>__Heads up!__ There’s no exchange process when buying online at koodo.com. This means you must <br>return the phone and buy another phone. A shipping fee applies to the new phone. |
| - Purchased in store, shipped to home<br><br>- Over the phone or direct sales rep purchases (in your home or at a community event)                                                                  | 30 days from purchase date  | At [your nearest store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt or order email<br><br>                         OR<br><br>You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) for a rep to send you a prepaid shipping label for your return                                                                                                                                                                                                                       |

\* 30 days for people with disabilities.

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

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

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

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

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

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

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

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

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

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

  </div>

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


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

Returns and exchanges

Billing & payments

Mobility

Bill credits

Charges on your bill

E-Bill

Past due bill

Paying your bill

Spending Limit Program

Tax exemption

The Tab and your bill

Buying online

My Account

Before you buy

Online orders

Shipping and delivery

Certified Pre-owned Phones

Warranty and repairs

Protection products

Repair policy

Returning or exchanging your Koodo phone

The Spending Limit Program helps you manage your phone charges by setting a spending threshold on your account. Find out your spending limit by logging in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.

### __Making payments to avoid service disruption__
To make sure your service isn’t turned off, you'll need to stay below your spending limit and pay your bill right away. You can pay your bill at [koodo.com/selfserve](https://www.koodomobile.com/my-account/billing/bill_summary "koodo.com/selfserve") with your credit card or Visa Debit/MasterCard Debit card. Payments are immediately reflected onto your account.

### __Reaching your spending limit__
To help you stay within your limit, we’ll send you a text to let you know when you have __less than $75__ left on your spending limit. To avoid service disruption and a possible reconnection fee of $50, you’ll need to make a payment.

You’ll also be notified when you’ve reached __100%__ of your limit. When this happens, your services are shut off and you'll need to pay in full to restore your service. It could take up to 24 hours for your service to be restored.

### __Managing your spending limit from your phone__
Use Self Serve on your mobile phone to monitor your usage - [save the mobile site to your phone’s home screen](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone) so that you can also:

- Check your account and Tab balance
- View the amount left on your Spending Limit
- Pay your bill
- View and change your monthly plan and add-ons

### __Removing the spending limit from your account__
Your account will be reviewed after 6 months. If you have a good payment history, then we'll remove the spending limit from your account. You'll get a text from us when this happens.

Just so you know: Good payment means you haven’t missed a payment, and your account hasn’t been disconnected or cancelled for non-payment.

### __Pre-authorized payments__
You can sign up for the hassle-free convenience of pre-authorized payments when you’re on the Spending Limit Program, so your payments are received on time, all the time.

Please note that if you’re on pre-authorized payments, you’ll still need to make payments to your account when you receive text notifications that state you’re approaching your limit, or have already reached it. 

### __Account balance__
Your spending limit consists of both your billed and unbilled charges. Head over to [Self Serve](https://koodomobile.com/selfserve "Self Serve") to find the charges billed on your last bill and any pending unbilled charges that count towards your spending limit.

If you notice that you're always exceeding your spending limit, you might want to change your plan and/or add-ons.

### __The Tab on the Spending Limit Program__
Just so you know, your Tab charge is part of your monthly spending limit.

### __“Billed” charges__

This is the amount that has already been processed and appears on your most recent Koodo monthly bill. 

### __“Unbilled” charges__

“Unbilled” charges haven't yet been processed to appear on your monthly bill. It's the amount that's incurred between billing cycles, and will show up on your bill when the billing cycle is completed.

See the video:
<iframe allowfullscreen="" frameborder="0" height="315" src="https://www.youtube.com/embed/7wptw7YBkYY?rel=0&amp;enablejsapi=1" width="560" id="player1"></iframe>


The Koodo Spending Limit Program lets you set limits on your Koodo account. Find out more here. 

Spending limit program

Starting July 5, 2020, your Tab balance and transaction details, which were previously found in your downloaded PDF bill, can be seen only in the new __My Koodo Tab__ page in Self Serve. 

### Viewing your Tab and Tab Bonus balances

1.	Log in to your [Self Serve](https://koodomobile.com/selfserve) account.
2.	Select __Self Serve__ at the top of the screen, then select __Koodo Tab__ from the drop-down menu.
3.	At the top, you’ll see a snapshot of your remaining Tab and Tab Bonus balances as well as the number of months remaining. Your Tab balance is listed on the right side.
4.	To view a more detailed list of Tab and Tab Bonus transactions, scroll to the __Tab History__ section at the bottom of this page. 
5.	The Tab and Tab Bonus balances are shown as negative numbers, which simply means you have remaining balances that will be reduced each month until they reach $0. In the case of the Tab, the balance is reduced by your monthly Tab payments.


Starting June 14, 2020, your Tab balance and transaction details, which were previously found in your downloaded PDF bill, can be seen only in the new My Koodo Tab page in Self Serve.

The Koodo Tab page in Self Serve

### __Viewing your current bill__
1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. To view your most recent bill, select __Your current bill__.
4. To download your bill, head back to Billing and select __Download bill (PDF)__.

### __Viewing your previous bills__
1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. Your previous bills, up to the past 18 months, are listed under __Download past bills__.
4. Select the blue arrow beside the bill you want to view, and it’ll download as a PDF for you to save or print.

### __Viewing your Tab and Tab Bonus balances__
As of July 5, 2020, Tab balance and transaction details will no longer be on the downloaded PDF bill and can only be seen on the __Koodo Tab__ page in Self Serve. Learn more about [the Koodo Tab page](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).<br><br>

__Note:__ Your Self Serve account holds 18 months’ worth of invoices. To get a bill older than 18 months, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout#.), and a rep will help you with this.

__Heads up!__ There’s a $15 charge for each invoice requested from a rep.

<br><br>
__Related help pages:__
- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Error messages and browser compatibility](https://www.koodomobile.com/en/help/error-messages-and-browser-compatibility?search_api_views_article_search_fulltext=browser%20version)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)

Need to view and download your Koodo bills? Here's how. 

Viewing and downloading your bills


You can easily make a one-time payment with your credit card or 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 __View my bill__ (or select the __Self Serve__ drop-down menu, then select __Billing__).
3. Select a payment option.
4. 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.

### 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"), 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">
  <h3> FAQ </h3>
</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)


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

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

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

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

__Example:__

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

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

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

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

__Example 1:__

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

__Example 2:__

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

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

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

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

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

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

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

  </div>

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

Help_Landing_BillForNewAccountOrAddNewLine_ToArticle_Static_Link_May2023

Your Koodo phone bill after activating

Learn about how you may be eligible for the adjustment, how it’s calculated, and how it will impact your bill.

### Am I eligible for the Tab & Tab Bonus Balance Adjustment?

If you purchased a new phone with a Tab on or after November 28, 2022 and if you cancel or upgrade early and have to pay off your existing Tab and/or Tab Bonus balance, you may be eligible for a Tab & Tab Bonus Balance Adjustment.

### How is the adjustment calculated?

The Tab & Tab Bonus Balance Adjustment is calculated by first __subtracting the manufacturer's suggested retail price (MSRP)__ at the time of your Agreement Effective Date __from the Full Retail Price__, which makes up the total Tab & Tab Bonus Balance Adjustment. 

Your Tab & Tab Bonus Balance Adjustment will reduce equally over a 24-month period until it reaches $0. If you cancel, upgrade early, or complete an ineligible rate plan change before your Tab & Tab Bonus Balance Adjustment reaches $0, you’ll receive the amount remaining as an adjustment on your bill.

__For example__, if you purchase an iPhone 14 Plus 128 GB at a retail price of $1,285 and the MSRP is listed at $1,249, your Tab & Tab Bonus Balance Adjustment will be $36 ($1,285 - $1,249) on your Agreement Effective Date. The Tab & Tab Bonus Balance Adjustment will reduce by $1.50 equally over 24 months ($36 / 24 months) until the balance reaches $0 at month 24. 

We’re using the MSRP listed on the original equipment manufacturer’s (OEMs) Canadian website at the time your agreement started.

### Do I still have to pay the remaining Tab and/or Tab Bonus balance if I cancel early?

Yes. If you cancel your service or if Koodo terminates the Agreement in accordance with the Service Terms, any Tab balance plus the Tab Bonus balance becomes due and payable. All other charges owing to Koodo for use of the service will be due when the Agreement is terminated. The remaining Tab balance and Tab Bonus balance will be calculated based on an equal monthly reduction over a 24-month period.

### Will I see the adjustment on my bill?

Yes. The Tab & Tab Bonus Balance Adjustment should appear on the first bill after your early cancellation or early upgrade. If it doesn’t appear on the bill immediately following your early cancellation or early upgrade, it’ll appear on the next bill.

### Do I have to initiate anything on my end to receive the adjustment?

No. If you’re eligible for the Tab & Tab Bonus Balance Adjustment, we’ll take care of the rest.

Tab & Tab Bonus Balance Adjustment

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

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

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

__Example 1:__

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

__Example 2:__

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

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

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

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

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

- __Tab Charge:__ When you sign up with a Tab, your Tab balance will be split into 24 monthly payments. Each month, you’ll pay a Tab charge, which reduces the Tab balance until it reaches $0. You have the option to pay off your Tab balance in full before it reaches $0, but before you can pay off your Tab Balance, you'll need to wait for at least 90 days after you sign up for a Tab. If you pay off your Tab balance but still have a remaining Tab Bonus balance, it will continue to go down each month until it reaches $0 after 24 months. If you decide to pay off your Tab before the 24 months is up, you may be charged the remaining Tab Bonus balance as well. Once your Tab balance is $0, the Tab charge drops off your bill, leaving you with more money in your pocket each month.

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


Your Koodo bill after an upgrade

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

<table class="tg">
<thead>
  <tr>
    <th class="tg-lh5d">Term</th>
    <th class="tg-lh5d">Definition</th>
  </tr>
</thead>
<tbody>
  <tr>
  <tr>
      <td class="tg-lh5d">Account number</td>
    <td class="tg-5ece">This is your account number, which consists of 8 digits. You can locate it in Self Serve by logging in and clicking the “Self Serve” menu title at the top of the page.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Additional airtime charges</td>
    <td class="tg-5ece">These are charges that are not included in your current rate plan. <br><br>Examples of times when you’ll have additional airtime charges:<br><br>- When you use call forwarding<br>- When you make long distance calls</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Adjustment issued</td>
    <td class="tg-5ece">You’ll see this charge if a credit was applied to your account.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime</td>
    <td class="tg-5ece">This is the time during which you’re connected to your mobile network while making or receiving phone (voice) calls.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime evenings &amp; weekends</td>
    <td class="tg-5ece">Some airtime minutes availability depends on the time of day; evening airtime refers to minutes that can be used only at night, usually between the hours of 5 p.m. and 8 a.m. (times may vary, depending on your plan).</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Anytime/Unlimited minutes</td>
    <td class="tg-5ece">Minutes refers to the amount of time available to you to make or receive phone calls. An unlimited amount of minutes means you can use them at any time of day or night.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Application purchases<br><br>aka 3rd-Party Service Purchases</td>
    <td class="tg-5ece">Third-party vendors use middle men, like Bango, to give customers a way to download pay-per-use applications and Web-based services (for example, Mobile Dating and Social Networking sites) and to pay for the chargeable content by applying it to their Koodo bill.<br><br>Koodo simply facilitates the purchase by allowing the charges to appear on your invoice. These services require explicit consent and authorization before you make a purchase to your account. Koodo has no way of knowing which app made the purchase.<br><br> Learn more <a href="https://community.koodomobile.com/plans-services-232910/managing-3rd-party-application-purchases-on-your-wireless-bill-7810429" target="_blank" rel="noopener noreferrer">here</a></td>
  </tr>
  <tr>
     <td class="tg-lh5d">Application Store Service / Application Store Service 1,000 events</td>
    <td class="tg-5ece">Please see the definition for “Third-Party Service Purchases”</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Balance</td>
    <td class="tg-5ece">This could mean either a balance owing or a Tab balance.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Call Display Restrict</td>
    <td class="tg-5ece">This means that you can block your name and number from being displayed on the device of the person you're calling.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">CAN LD PayPerUse Access</td>
    <td class="tg-5ece">This will appear on your bill when you’ve made pay-per-use long-distance calls within Canada.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Connection fee</td>
    <td class="tg-5ece">The $60 Connection Fee is applied to all activations and renewals processed in one of the following sales-assisted channels:<br><br>- At a retail store<br>- Purchased in store, shipped to home<br>- Over the phone or direct sales rep purchases (in your home or at a community event)<br><br>

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

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

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

Glossary of common Koodo terminology

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

Signing up for pre-authorized payments 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 __View my bill__.
3. Select __Manage pre-authorized payment__.
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 __View my bill__.
3. Select __Cancel pre-authorized payments__, then select __Next__.
4. 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> 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

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

## What to expect on your next bill:

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

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

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

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

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

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

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

__Example 1:__

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

__Example 2:__

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

__Example 3:__

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

__Good to know__

- __Your first bill after requesting a cancellation might not be your last:__ If you’ve recently used your phone outside of Canada, roaming charges may not immediately show up on your bill. You may receive an additional bill if this happens.

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

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

- __Receiving a credit after cancelling your Koodo services:__ Any amount above $5 remaining on your account for unused days will automatically be refunded to you through your pre-authorized payment method in 3-5 business days. If you haven’t enabled pre-authorized payments, you’ll receive the refund by cheque, which can take 30-60 days. __Heads up!__ Please make sure the contact information and pre-authorized payment method we have on file for you is up to date.

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

__Related help pages:__
- [Reporting your lost or stolen phone](https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone)
- [Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)

Your Koodo bill after you cancel

Are you eligible to claim tax exemption on your Koodo Mobile bill? If so, you've come to the right place! Here's everything you need to know about the process.

The purpose of the tax exemption is to allow eligible customers to receive credits for bills, because of their tax exemption status. This could include Indigenous customers with Indian status or Consular Officials/Diplomats. If you identify as an "Indian," as defined in the Indian Act, you may be eligible to claim an exemption of the GST/HST and/or PST for goods and services supplied on a reserve. 

To apply for tax exemption, you'll need to follow these steps:

1.	Download and print the [Koodo Tax Exemption PDF Form](https://assets.ctfassets.net/8cecwr1x4jkf/W8quL9WvGv56soHNof5gD/86a49037b01e642e83f5c7b38793b47f/Koodo_Tax_Exemption_Form_-_EN.pdf)

2.	Fill out the PDF form

3.	Scan the completed form and the required pieces of identification. 
*Third-party mobile scanner applications are accepted.*

4.	Email the scanned documents to __taxexemption@koodomobile.com__

### Heads up! 

- __If you’re applying as a First Nations individual:__ You must include a photocopy of both sides of your Certificate of Indian Status Card 

-	__If you’re applying as a Consular Official/Diplomat:__ You must include a photocopy of your Identity Card issued by the Canada Department of Foreign Affairs

- Once we receive your form, it’ll take us up to 14 days to process it. Keep in mind that you must continue to pay the full amount of your invoice, including taxes, until your application is approved. __Note:__ The date that the tax exemption gets added to your account can't be backdated and will be effective from the date of form submission onwards.


Indigenous Tax Exemption

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 to help you make sense of those unanticipated charges.

<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

To help with the costs associated with getting a new mobility service up and running, we do often charge a fee. The connection fee includes a SIM card and access to a Koodo team member to process your activation or renewal.
  </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)

Why your Koodo bill may be higher than you expected

<div class="collapsible">
  <h3> Charges on your first bill: </h3>
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<div class="content">

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

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

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

**	__Add-ons__ are optional features that can provide additional value on top of your monthly plan. You can add/remove these at any time via [Self Serve](http://koodo.com/selfserve).

If you activated or upgraded in store, you'll see a one-time $60 connection fee charge on your first bill.

  </div>

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

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

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

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

  </div>

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

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

See the video:

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

  </div>

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

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

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

  </div>

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

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

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

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

  </div>

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  <h3> Premium messages </h3>
</div>
<div class="content">

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

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

  </div>

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

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

  </div>

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

__If you're on a Canada-wide plan__ 

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

### __U.S. long distance calling__  

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

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

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

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

See the video:

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

  </div>

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  <h3> Application purchase charge </h3>
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<div class="content">

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

Some __examples__ of purchases that can be made are: 

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

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

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

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

Yes! That's exactly what a negative means on a bill. Within 30 days of cancelling your service, you’ll receive a reimbursement either through your pre-authorized payment method (if you’ve added one to your account) or we’ll send you a cheque. 

__Why am I charged for my SIM card before I’ve even activated it?__

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

  </div>

<br><br>
__Related help pages:__

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


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

Charges explained

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.

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  <h3> Pay via Self Serve </h3>
</div>
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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>

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  <h3> Set up pre-authorized payments </h3>
</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>

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  <h3> Pay via bank/banking app </h3>
</div>
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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>

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  <h3> Pay via automated phone system (*611) </h3>
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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>

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  <h3> Using clik2pay via Interac e-Transfer </h3>
</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>

<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)

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


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") 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>

__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.

Online payment methods

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

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

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

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

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

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

### __On your bill:__

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

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

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

<br><br>__Related help pages:__
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [Your Koodo bill after an upgrade](https://www.koodomobile.com/en/help/your-koodo-bill-after-an-upgrade)
- [Your Koodo bill after you’ve activated a new account or added a new line](https://www.koodomobile.com/en/help/your-koodo-bill-after-youve-activated-a-new-account-or-added-a-new-line)

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

Making changes to your plan

### __Why does Koodo use E-Bills?__

It's a simple and secure way to view your bill details. You can view your E-bill anytime through Self Serve. We'll send you a text and/or email alert to let you know when your bill is ready to view. If you need to check your billing history, we store it for up to 18 months. 

Using your secure [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?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&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve") account you'll be able to:

- View, print, and download past bills (for up to 18 months)
- Make changes to your account and avoid convenience fees; it’s way cheaper than calling in to make any changes

__Note:__ A bill older than 18 months can be sourced only through a rep. Please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support).

__Heads up!__ There’s a $15 charge for each bill requested.<br><br>

### __What if I don’t have a Self Serve account?__

If you don’t have a [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?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&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve") account, it’s easy to sign-up at [koodo.com/register](http://koodo.com/register "koodo.com/register"). After signing up, you can get full details of your bill. Without a Self Serve account, you won't be getting a detailed breakdown of what your bill is all about.

### __How will I receive and view my bill?__

When your bill is ready to view in [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?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&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve"), you’ll receive a text and/or email alert with the total balance and due date. To view a detailed breakdown of your bills:

  - Log in to Self Serve, then on the Overview page, select __Your bill details.__

 or

  - Select the Self Serve dropdown menu, then select __Billing.__

We can provide paper bills under the following specific circumstances (although we hope you'll stay paperless in an effort to be more environmentally-friendly): 

- If you self-identify as having a disability, or
- If you’re a senior (you're aged 65 or older), or 
- If you don't have home Internet access or mobile data services.

To place your request, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

### __What will I see on my E-Bill?__

You’ll see a breakdown of charges to your account for the billing period. This includes Tab payments, charges incurred throughout the billing cycle, calls made, usage, and more. If you have more than one line on the account, you'll see the charges for all lines on the same bill.

### __How do I save my e-bill?__

We save all of your bills for 18 months to view online. If you want to save a copy for your records, you can save it as a PDF by clicking the “Save to PDF” button on the top right corner of your bill.

### __How do I change my E-bill alerts?__

You can change your settings to text only, email only, or get __both__ text and email alerts. Yay, options! Log into [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?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&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve").

### __I’m supposed to get email alerts, but nothing’s coming my way. Why?__

- Check your notification set up at [koodo.com/ebillalert](https://www.koodomobile.com/my-account/billing/bill_summary  "koodo.com/ebillalert")
- Check your spam or junk folder and make sure to mark the email as ‘not spam’ so that you’ll receive future notifications in your inbox
- Your monthly bill isn’t ready yet. Alerts will come your way 2-3 days after your bill date.
- You changed your email address but didn’t update it in [Self Serve](https://www.koodomobile.com/my-account/profile/select "koodo.com/ebillalert"). 

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

__How can I stop Koodo from sending me my paper bill every month?__

To cancel your paper bill request, simply log into Self Serve and change your bill notifications to SMS, email, or both.
  </div>

<br><br>__Related help pages:__
- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)

What's an E-Bill? Why is Koodo E-Bill only? FInd out the answers to these questions and more right here!

Why does Koodo use E-Bills?

Depending on the Phone and Tab you choose, you might get a Tab Bonus to reduce the cost of your phone, making it easy for you to get the phone you really want on the terms that are right for you.

The difference between the Tab and the Tab Bonus is that you pay a Tab charge to reduce your Tab balance every month, but not your Tab Bonus. It’s all for you, on us. The Tab Bonus balance simply goes down each month, and you’ll only have to pay the remaining Tab Bonus balance (subject to any applicable adjustments) if you cancel, upgrade or change to an ineligible rate plan before it reaches $0.

### This is the first time I'm hearing the term Tab Bonus. What is it? Wasn’t it called 'Phone Credit,' 'Activation Bonus' or 'Activation Credit' before?
It was formerly referred to as the Phone Credit, Activation Bonus, or Activation Credit, and we recently changed its name. It still means the same thing but has a new name, which is “Tab Bonus.”
Similar to the Tab, the Tab Bonus is offered by Koodo to reduce the upfront cost of the phone.

### How does it work?
The Tab Bonus amount is included in your [Customer Service Agreement (CSA)](https://www.koodomobile.com/en/help/viewing-and-downloading-your-customer-service-agreements-csa) and the balance draws down equally over 24 months, so each month the Bonus balance will decrease similar to the Tab.

### Do I pay towards the Tab Bonus, similar to the Tab?
No, you do not make monthly payments to reduce your Tab Bonus balance, because it automatically reduces every month. You’ll just have to pay back the remaining Tab Bonus balance (subject to any applicable adjustments) if you cancel, upgrade, or change to an ineligible rate plan before the balance reaches $0.

### Just so I understand, I do not have to pay back any of the Tab Bonus amount if I do not cancel, upgrade, or change to an ineligible rate plan before 24 months?
You’ve got it!

### And if I have to pay the remaining Tab Bonus balance, do I need to pay back the full amount that I was credited at the start of the agreement?

No, since your Tab Bonus balance reduces every month over 24 months until it reaches $0, you only have to pay back the remaining balance (subject to any applicable adjustments) at the time you cancel, renew, or change to an ineligible rate plan.

For example, if you received a $120 Tab Bonus at the start of your agreement and would like to cancel in month 12, you’ll need to pay back $60 (subject to any applicable adjustments). This is because each month, for this example, the Tab Bonus balance goes down by $5.

### Can I see the remaining Tab Bonus balance on my Self Serve account?
Yes, you’ll be able to see your Tab Bonus balance by logging into your account, clicking the Self Serve Tab, and selecting the “Koodo Tab” page. You can check out your current Tab Bonus balance, how much it reduces each month and other information about your Tab Bonus and Tab balances.

Customers who signed up from August 25, 2019 until July 4, 2020 with a Tab Bonus (formerly referred to as the ‘Phone Credit’) will continue to not see their Tab Bonus in Self Serve. However, we are working on updating your Self Serve accounts to display the Tab Bonus in the coming months. You can reach out to us if you need info on your remaining Tab Bonus balance. 

### Since when did Koodo start charging back the remaining Tab Bonus balance?
We’re always working towards being fair and simple and giving our customers a positive experience. We made this adjustment to our service terms for new activations and upgrades on August 25, 2019.

### Does this updated Tab Bonus experience impact both prepaid and postpaid customers?
Only postpaid customers who receive a Phone Credit on or after August 25, 2019.

### Does this have an impact on the Tab process?
No, the Tab process remains the same. 

### What happens to my Tab Bonus if I migrate to TELUS?

If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan. Your Tab Bonus balance can be converted to a TELUS Device Discount balance. You don't have to pay the remaining Tab Bonus balance, but you will see a charge for it on your next Koodo bill, along with an adjustment to show that the balance was moved to TELUS. 

At TELUS, your Device Discount balance will continue to decline monthly until it reaches $0 (unless you cancel, upgrade, or change to an ineligible rate plan with TELUS).

If you migrate to TELUS and don't carry over your Tab, you'll pay the remaining Tab Bonus balance (subject to any applicable adjustments) on your next Koodo bill


Phone credit is offered by Koodo to reduce the upfront cost of the phone.

The Tab Bonus (formerly ‘Phone Credit’)

Prior to July 5, 2020, information about your Tab, such as the opening balance, closing balance, and other transactions like adjustments and repayments were shown on your monthly bill, which you can download in Self Serve. Now, all that helpful information about your Tab and Tab Bonus can be viewed more easily by logging into your Self Serve account, finding the Self Serve tab at the top, and clicking “Koodo Tab.”

Here’s more information on what you can find on [the Koodo Tab page in Self Serve](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).

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

__1. How will charges relating to the Tab and Tab Bonus appear on my Bill?__

Each month, you’ll see:

- __Tab Charge:__ the amount you’ve contributed toward your Tab balance this month

You might also see a repayment charge of your remaining Tab and/or Tab Bonus balance in the following scenarios:

- __Tab Debit:__ this charge is the remaining Tab balance you pay when you cancel
- __Tab Bonus Debit:__ this charge is the remaining Tab Bonus balance you pay when you cancel
- __Tab Payoff:__ this charge is the remaining Tab balance you pay when you upgrade, pay your Tab, or change to an ineligible rate plan
- __Tab Bonus Payoff:__ this charge is the remaining Tab Bonus balance you pay when you upgrade or change to an ineligible rate plan
- __Tab Adjustment:__ you’ll only see this if you migrated to TELUS and [carried a Tab balance over](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus). A Tab Adjustment will correspond to your Tab Debit. After adjustments, you'll only be charged for the tax on your remaining Tab balance.
- __Tab Bonus Adjustment:__ if you have a Tab Bonus Debit, you'll also see a Tab Bonus Adjustment. <br><br>  

__2. How many months until I pay off my Tab?__

At any time, you can click on __Tab Balance__ within Self Serve to see how much is left on your Tab.<br><br>

__3. I wanted to pay off the Tab for only one phone on my account, but Self Serve said “Tab paid lump sum” before I entered any payment information. What does this mean?__

This means the Tab has been completely paid off for this one phone on your account (partial Tab payments can't be made, because the Tab can only be paid in full) with the credit card information we have on file for you, and this lump sum payment will be reflected on your next bill. 
  </div>

[Learn more about The Tab.](https://www.koodomobile.com/tab "Koodo Tab")

Need some information on how The Tab works with your Koodo monthly bill? Find out how here. 

The Tab and your monthly bill

Your payment history with Koodo is reported to credit bureaus, so it’s important to pay your bill in full every month to avoid a negative impact to your credit score.  If it’s easier for you, set up [pre-authorized payments](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/billing/overview&env=ra "pre-authorized payments") so that you can avoid the hassle of any collection activity on your account.

To view your payment history, first log in to Self Serve. From the __Self Serve__ dropdown menu, select __Billing__, then select __Account history__.

__Note:__ If you’ve paid a bill but it’s still with a collections agency, please [contact us](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support). 

### __Pay your past due balance in full or make a payment arrangement__

If your bill is past due, you need to bring your account up to date by paying your past due balance in full the same way you would normally pay your current bill, so that you can avoid potential disruption to your service and a $50 reconnection fee to have your services restored. 

If you need help paying your bill, you may be able to set up a payment arrangement. A payment arrangement is an agreed payment plan for paying your past due balance on a specified date.  The amount you commit to pay must be posted to your account by the agreed-upon date. If you don't pay on the date you've agreed to, your service will be suspended immediately and a reconnection fee will apply. 

__To make a payment arrangement, please schedule a callback through__ [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), __and a rep will be happy to help you set up a payment plan.__ 

### __Making payments with a payment arrangement__

To make sure your payments are received on time, pay quickly and easily with [Self Serve](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/billing/overview&env=ra "Self Serve"). The payment immediately reflects on your account this way.  If you’re making your payment through your financial institution’s online or telephone banking, please ensure you allow 3-5 business days for your payment to get to Koodo. In order to __report a payment__, an account must be delinquent. 

### __Restoring your service with payment arrangement__

If your service has been suspended for non-payment, a payment arrangement will restore your services.  Your services will not experience any disruption as long as your payments are received by Koodo by the agreed-upon dates.

### __Payment arrangement and late payment charges__

A payment arrangement will not prevent late payment charges. You can avoid late payment charges by paying your bill in full every month.<br><br>

__Related help pages:__

- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)
- [Paying your bill in Self Serve](https://www.koodomobile.com/en/help/paying-your-bill-self-serve)
- [Online payment methods](https://www.koodomobile.com/en/help/online-payment-methods)
- [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)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)


You need to pay your Koodo bill on time. If your bill is past due, here is what you need to do. 

In your current bill, when you get a one-time bill credit or a credit that recurs on a temporary basis, it includes the applicable taxes charged in your province. This means it’s displayed on your [bill](https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills) as the “including tax” value.

In your future bill, tax-included credits applied on and after February 27, 2020, will be displayed differently on your bill to show you more clearly how taxes are calculated and shown on bills when it comes to credits. This is our way of being as transparent as possible for our customers.

In the applicable section of the bill, you’ll see an updated bill description together with the dollar value for the service component of the credit\*.  The remainder will be shown as a reduction in taxes\*\*.  

Let's say you’re in Ontario and were offered a $10 credit for activating a new subscriber with Koodo. Here’s how it would be broken down in your bill: 

<table>
  <tr>
    <td>The amount shown on the bill as an Activation credit ($10 including tax)*</td>
    <td>-$8.85</td>
  </tr>
  <tr>
    <td>The amount that the HST (13%) is reduced by**</td>
    <td>$1.15</td>
  </tr>
</table>

Let's say you’re in Quebec and were offered a $10 credit for activating a new subscriber with Koodo. Here’s how it would be broken down in your bill: 

<table>
  <tr>
    <td>The amount shown on the bill as an Activation credit ($10 including tax)*<br></td>
    <td>-$8.70</td>
  </tr>
  <tr>
    <td>The amount that the QST (9.975%) is reduced by**<br><br>The amount that the GST (5%) is reduced by**</td>
    <td>$.87<br><br>$.43</td>
  </tr>
</table>

This is a surface-level change that won’t change the value of the credit you’ll receive or the outstanding amount you owe. So, the bill credits line on your invoice will look different, but your total amount owing will still be the same.<br><br>

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

__How long does it take for a credit to appear on my bill, so that I can pay the correct amount prior to my bill due date?__

Credits won’t immediately be reflected in your Self Serve account and will show only when your next bill is issued.
  </div>

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

Understanding your Koodo bill credits


Starting with your May 2020 bill, any positive Tab amount you earned before August 2017 will be converted into a Koodo upgrade offer that can be put toward buying a new phone at any Koodo location – just like how you would’ve used positive Tab in the past.


### __Where will I see the offer?__ 

When you log in to your Self Serve account, these offers will be available on the Phones page.


### __Do I need to buy a new phone now?__ 

Well, you could if you really wanted to, but you don’t have to right away. Whenever you’re ready to buy a new Koodo phone, apply this offer to your purchase. See our phones [here](https://www.koodomobile.com/phones).


### __What happens if I have the full $150 positive Tab balance?__  

Your positive Tab will transition into a $150 offer, which you can use anytime, anywhere – the way you would’ve used your positive Tab before.


### __Can I use this offer to pay my bill, or can I transfer it to another Koodo customer?__

No - just like positive Tab points, this offer is only for you to use and it can only be put towards buying your next Koodo phone.



There have been some changes to positive Tab payments with Koodo. Find out more about those changes to The Tab here.

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