<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

A valid Canadian-issued credit card from Visa, MasterCard or American Express is required. We don’t accept International credit cards. All prices listed are in Canadian dollars (product pricing and availability are subject to change without notice).

We know you’re excited - we are too! But your service will start working only after your Koodo Internet is activated. Please set up your equipment after your activation date to have a seamless experience. <br><br>

__Heads up!__ 

- For this subscription-based service, your card will be charged monthly.
- Due to third-party involvement, we’re unable to change your activation date to an earlier time. If you’d like to postpone your activation date, please go to Koodo Assist to schedule a callback with a rep. <br><br>

<div class="t-heading">Ordering and shipping confirmation</div>
It usually takes 2-3 business days for equipment (modem and router) to be shipped. 

Once you’ve submitted your order, you'll receive a confirmation email. Please print and/or save this email - it's your official receipt. If you haven’t received any emails about your order, please go to Koodo Assist to schedule a callback, and a rep will be happy to help you. <br><br>

If you haven’t received a confirmation email, please follow the steps below:

1. Give us a few hours to process and confirm your order.

2. Check the Junk/Spam folder in your email account.

3. If you still haven’t received your confirmation email after steps 1 and 2, please schedule a callback with our team. 
<br><br> 

<div class="t-heading">Tracking your order</div>

Once your order has shipped, we’ll send you an email that includes a tracking number. It may take up to 48 hours before your tracking information is available. <br><br> 

<div class="t-heading">Your confirmed activation date</div>

We’ll let you know via email and provide you with easy step-by-step instructions to get your service up and running in no time. <br><br>

<div class="t-heading">Activating Koodo Internet and canceling with your previous service provider</div>

You’ll be receiving your confirmed activation date via email. On that day, your Koodo Internet service will start working. So, you can cancel with your previous service provider the day of your activation. 

Activation of your service can happen anytime throughout the day on your activation date.
You can set up your modem in advance and when all the lights are green, you are ready to surf!

<br><br> 

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

__Will I need a tech visit?__

Depending on the circumstances, a tech visit may be required on the date you activate, to help ensure it's ready for service. We'll confirm your activation date via email and let you know at that time. 

__Heads up!__ The tech will not set up the equipment. Don't sweat it - it's easy to set up on your own. We'll also be sending simple step-by-step instructions your way.

  </div>

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Setup

Internet

Shipping & Delivery

Ordering and activating Koodo Internet 

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

Need a [new phone](https://www.koodomobile.com/en/phones)? Why wait when you can get a new phone anytime? Just keep in mind that you’ll need to pay off any outstanding Tab balance and Tab Bonus balance in order to do so. You can either follow these steps to upgrade your phone online, or head to a [Koodo location near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "Koodo location near you"): 

1. Log into [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 "Self Serve")

2. Click on __Shop__ and select either __Phones__ or __Plans__ from the dropdown menu

3. Choose a phone and add it to your cart.

4. Choose a plan and add it to your cart.

5. You'll need to pay the shipping fee before going forward. If you have a Tab/Tab Bonus, it'll appear on your next bill.

6. Complete your purchase by entering your payment details at checkout.

  And you're done! Your shiny new phone will arrive in 5 - 10 business days.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.<br><br>

## How do I add an additional line with Koodo?

1. Log into Self Serve.

2. From the “Shop” dropdown menu at the top, pick Phones or Bring Your Own Phone and click Add a new line to Account.

3. Add either the phone or the SIM card to your cart and enter your promo code in the “Promo code” entry field. (Some don’t have validation codes, but if you received one, enter it now.)

4. Follow the rest of the steps to proceed to the Checkout. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone and/or SIM to arrive!

__Note:__ New customers can add a line right now in store, or simply wait 45 days to be able to add a line through Self Serve.

To learn more about your new phone through our interactive phone tutorials, click [here](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).<br><br>

## What's Koodo's policy if a phone's price drops after I buy it?

If you bought your phone recently and noticed the price has since changed, you may be eligible for a refund of the price difference with our Price Guarantee.

__If you purchased your phone in-store:__ If the price of the phone you purchased was reduced __within 15 days__ of your purchase, you're eligible for a refund of the price difference. Simply return to the same store with your original receipt to request a __Price Guarantee refund__.

__If you purchased your phone online:__ If the price of your phone was reduced __within 30 days__ of purchasing it online, you're eligible for a refund of the difference. To request a Price Guarantee refund, contact our webstore team at koodo.webstore@koodomobile.com. Be sure to include your account information and your order number that starts with 'HFO.' Once eligibility is confirmed, adjustments will be applied to your account within __48 hours__. You’ll be able to view the adjustment in __Self Serve__.

__Important:__ The Price Guarantee does not apply to gifts with purchase.<br><br>

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<br><br>
__Related help pages:__

- [Setup](https://www.koodomobile.com/setup?INTCMP=KMLanguageSelector_en_Selected_052021)
- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone)

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</style>

Want to know about upgrading your phone with Koodo? Find out more here. 

Upgrading

Managing mobile services

Mobility

Self Serve

Upgrading your phone

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

1. __How do I track my shipment?__

    You can use the tracking number with the shipping provider to easily keep track of all the status updates.

2. __Do I need to be home to receive my order?__

    No worries if you're not home! The shipper will leave a handy card at your place instead. Just take that card to the post office address mentioned on it, and you can pick up your package from there!

3. __What should I do if my equipment hasn't arrived?__

    If you haven’t received your equipment, please use the tracking number in the shipping email we sent you, and enter it into our courier’s (Canada Post) [tracker](https://www.canadapost-postescanada.ca/track-reperage/en#/home): 

    __a) Example of a shipping email:__

![Koodo Internet Order is on its way!](//images.ctfassets.net/8cecwr1x4jkf/44GJiuKrEUBoy7g5rVWY1V/1fc6c265335f675c1a3b3b1b9cd29d3b/image2.png)

   __b) Canada Post tracker:__

![Track your Koodo order](//images.ctfassets.net/8cecwr1x4jkf/6lmbjOz9mjnvTfg5zif8XF/0ccde35354b4e4f82afdf584513ce7ce/image1.png)

4. __How can I exchange defective equipment?__

    If you're having any troubles with the equipment for your Internet setup, don't worry, we're here to help! Just chat with one of our reps, and we'll troubleshoot the issue together. If needed, we can even get replacement equipment shipped to you. To get in touch, use [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

    If you have missing equipment, don’t worry - our friendly team is happy to help. Please go to Koodo Assist to schedule a callback and one of our reps will assist you.

5. __How can I contact Koodo?__

    Our team is always here to help you. For information on specific topics, check out our help pages. 

    If the Help pages haven’t addressed your particular concern, you can also get account-specific information in Self Serve. If you still need help, Koodo Assist can schedule a callback for you with a live agent, usually within minutes during business hours.

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Koodo Internet: Shipping FAQs

<div class="warningBox">
To find out how the potential Canada Post strike may impact your returns, check out our <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Help page</a>.
</div>

If you’ve cancelled your Internet services with Koodo or you need to exchange your device for a new one, it’s time to return your hardware! 

Just follow the super simple instructions below that match your situation:

<div class="t-heading">If you cancelled</div>

1) Place the devices (Modem and Boost Wi-Fi 6 Lite/Wi-Fi 6 Router) into a secure return package. 

2) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.

3) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes.

<div class="t-heading">If you need a device swap</div>

1) Go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and request to speak to a rep

2) The rep will process a device swap and will send you a hardware-return email that contains a return number that you will supply to Canada Post. 

3) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.  

4) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes. 

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Managing internet service

Returning your hardware

<div class="warningBox">
Due to potential Canada Post labour disruptions, we are currently unable to deliver to PO Boxes and Rural Route addresses. <a href="https://www.koodomobile.com/en/help/canada-post-labour-disruption" target="_blank">Learn more</a>.
</div>

We ship to all Canadian addresses, including those in Nunavut and the Northwest Territories. Orders with non-Canadian addresses can't be processed. We use different shipping companies, depending on your location. Make sure that someone will be available to sign for the package between 9am to 5pm, Monday through Friday. Packages with insufficient delivery information will be returned to Koodo. A non-refundable shipping fee ($15) may be charged at the time of purchase for online orders.

__Heads up!__ There's no exchange process online, which means that, if you're not satisfied with the phone you received, you must return it and buy another phone. Please note that a shipping fee will be applied to the new phone.

Koodo and the courier services we use are not responsible for any missing or incorrect information entered on your order.

Please note that web orders cannot be modified regardless of whether the order has been shipped out already or not

[Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp)

__Note:__ SIM-only/BYOD-only orders can’t be tracked. SIM-only orders are normally delivered in 3-5 business days.

Your order number is in the shipping email we sent you. This order number starts with 'HFO' followed by a string of numbers (e.g. HFO12345678). Easily [Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp) by entering the order number and email address you used for your purchase. 

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

__1 - What should I do if the tracking number for my new phone is not available?__

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) and ask to schedule a callback, so one of our reps can help you with this. <br><br>

__2 - Can you provide an estimated delivery timeline for SIM-only orders?__

SIM-only orders are usually delivered within 7-10 business days.<br><br>  

__3 - Do you ship to Canadian P.O. boxes?__

Yes, we do!<br><br>  

__4 - Which company do you ship with?__

The shipping email you receive will state which company the item is being shipped with.<br><br>

__5 - What are the estimated shipping times in Canada?__

The latest shipping times are stated separately for each device.<br><br>

__6 - What should I do if I've lost my tracking number?__

Please go to Koodo Assist and schedule a callback, so a rep can help you with this.<br><br>

__7 - Can I change the shipping or delivery address after placing my order?__

No, all orders are shipped exclusively to your credit card's billing address provided at check out. This is done to preserve the security of your information.

  </div>

<br><br>__Related help pages:__

- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Returning or exchanging your Koodo phone](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone)

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Just made an online order with Koodo? Find out what you need to know about shipping and delivery here. 

Buying online

My Account

Shipping and delivery

Learn about shipping alternatives and support during the Canada Post strike.

Canada Post may go on strike __May 22, 2025__. On May 12, 2025, we will preemptively stop shipping products to P.O. boxes and rural route addresses.

<div class="collapsible">
  <h3> Shipping for new orders </h3>
</div>
<div class="content">

As of May 12, 2025, all orders will ship via an alternate courier (such as UPS, Purolator) with some exceptions:

- __PO Box:__ Is unique to Canada Post 

- __Rural Route:__ Some locations require Canada Post for last mile delivery

__Important:__ To avoid your shipment being held until the labour disruption is over, do not use a PO Box or a Rural Route address. Please use an alternate address.
  </div>

<div class="collapsible">
  <h3> Impact on bill payments </h3>
</div>
<div class="content">

The potential Canada Post service disruption may delay the delivery of mail, including paper bills and cheque payments. Please note that payment due dates will remain unchanged despite any delivery delays caused by the disruption.

To avoid mail delays and ensure timely payments, we encourage you to take advantage of our convenient self-serve options through [Koodo Self Serve](https://www.koodo.com/selfserve):

- Make a one-time payment or set up pre-authorized payments. Please visit the [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill?search_api_views_article_search_fulltext=how%20to%20pay%20your%20bill) support article for more payment options.

- [View and download bills](https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills) from the past 18 months.

- [Understand how eBill works](https://www.koodomobile.com/en/help/go-paperless-e-bill) and manage your preferences and notifications. 

  </div>

<div class="collapsible">
  <h3> Returns</h3>
</div>
<div class="content">
  During the time Canada Post outlets remain closed, please hold on to any returns for mobile, security, TV, or internet products. Once they reopen, you can use the return waybill you were given and follow the returns process provided. There will be no penalty for late returns.
</div>

<br><br>__Related help pages:__
- [Why does Koodo use E-Bills?](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)
- [Shipping and delivery](https://www.koodomobile.com/en/help/shipping-and-delivery)


Canada Post labour disruption

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, plus applicable taxes, if you cancel, upgrade or change to an ineligible rate plan before it reaches $0.

Note that the Tab Bonus is separate from other various promotions we offer our customers to help them save money on their monthly bills. These phone credits, otherwise referred to as “monthly credits,” are offered for a limited time such as 12, 15, or 24 months, whereas the Tab Bonus is strictly applied every month over 24 months. Find out more about how these other monthly credits are calculated here: [Understanding your Koodo bill credits](https://www.koodomobile.com/en/help/billcredits).

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

### 1. 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.<br><br>

### 2. 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, plus applicable taxes, if you cancel, upgrade, or change to an ineligible rate plan before the balance reaches $0.<br><br>

### 3. 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!<br><br>

### 4. 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, plus applicable taxes, 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, plus applicable taxes. This is because each month, for this example, the Tab Bonus balance goes down by $5.<br><br>

### 5. Do I have to repay the full Tab Bonus if I cancel or upgrade early?

No, you only need to repay the __remaining balance__ of the Tab Bonus at the time you cancel service, upgrade, or switch to an ineligible rate plan. The Tab Bonus amount decreases evenly over 24 months, so what you owe depends on how far along you are in your agreement.

__Example:__ Let’s say you you received a $120 Tab Bonus at that the start of your agreement

- The Tab Bonus decreases by $5 per month ($120 ÷ 24 months).
- If you cancel or upgrade in month 12, you’ll have paid off $60 (12 x $5)
- That means you’ll owe the remaining $60, plus applicable taxes<br><br>

### 6. 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 “[Koodo Tab](https://www.koodomobile.com/my-account/tab/select?redirect_url=/my-account/tab&env=ra).” 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.<br><br>

### 7. 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, plus applicable taxes, 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
  </div>

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

Billing & payments

The Tab and your bill

The Tab Bonus

The Tab makes it easy for you to get the phone you really want on the terms that are right for you.

It’s basically the easy and affordable way to get a new phone with Koodo. Once your Tab balance reaches zero, your monthly bill actually goes down – you’ll only need to pay your monthly plan charge.

__Good to know:__ To be eligible for the Tab, you’ll need to pass a credit check. If you don't have a Tab and you want to bring your own phone to Koodo, you won't need to pay a Tab balance.

<iframe width="560" height="315" src="https://www.youtube.com/embed/5I4a8goCXrg" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

[Learn more.](https://www.koodomobile.com/en/services/tab "Learn more.")

## What are my options on the Tab?
The Tab makes getting the right balance of upfront cost and monthly payment easy. If you choose an option with a larger Tab, you can get the latest phones at the lowest upfront cost, as low as $0. Or you can choose a Tab option that allows you to pay more upfront and lower your monthly payments. 

Some rate plans might only be available depending on the Tab you choose. See available rate plans on Tabs as well as the differences between Tab types on our [rate plans page](https://www.koodomobile.com/rate-plans#.). 

## __Finding your Tab balance in Self Serve__
You can see the remaining balance owing on your Tab by logging into [Self Serve](https://koodomobile.com/selfserve "Self Serve") and selecting __Koodo Tab__ from the Self Serve menu.

At the top, you’ll see a snapshot of your remaining Tab balance as well as the number of months remaining before your Tab reaches $0. To view a more detailed list of Tab transactions, scroll to the “Tab History” section at the bottom of this page. You might notice that the Tab balance is shown as a negative number. This simply means that you have a remaining balance that will be reduced each month through your Tab payments.

__Please note:__ 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).

## __Changing your rate plan on the Tab__
Plan not suiting your needs? No worries. Check out [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) to find something that works for you. Note that your rate plan options may vary based on things like your Tab or any special promotions you received when you signed up.

If you want to change to a rate plan that is not available for your Tab or the promotion you received when you signed up, you will need to pay off your remaining Tab and/or Tab Bonus balance before switching to another plan. 

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 plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

## __Paying off your Tab__
- When you sign up with a Tab, your Tab balance will be split into 24 months. 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.
- __To pay off your Tab balance__, log in to Self Serve then go to "Koodo Tab" to confirm. The charge will be added to your next bill.
- Similarly, when you cancel or upgrade your services, your Tab balance will be added to your next bill. Any remaining credits will help pay down the charge.
- You can pay off your Tab Bonus only when you __cancel, upgrade, or change to an ineligible rate plan__ before the balance reaches $0. See more below about the Tab Bonus.

### How does the Tab Drop-Off work?
Once your Tab balance is $0, the Tab charge drops off your bill, leaving you with more money in your pocket each month.

### What is the Tab Bonus?
Similar to the Tab, the Tab Bonus helps to reduce the cost of your phone, making it easy for you to get the phone you really want. 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. Learn more about the [Tab Bonus](https://www.koodomobile.com/en/help/Tab-bonus?search_api_views_article_search_fulltext=the%20tab%20bonus).

## __Getting a new plan if you activated or upgraded before April 19, 2015__
Our [Canada-wide plans](https://www.koodomobile.com/rate-plans "Canada-wide plans") are available with the new Tab only. As an existing customer, you can switch to a new plan when you upgrade your phone or when you pay off your Tab balance.

If you’re currently receiving a 10% bring-your-own-phone (BYOP) discount, you’re free to switch to our new plans anytime.

Just so you know, since the new plans are already discounted, you’ll no longer receive an additional 10% off your monthly bill when you make the switch.

## __Account suspension__
If your account is suspended for non-payment, your Tab charge will still be applied on a monthly basis.

To remove the suspension on your account, log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to make the required payment. A reconnection fee will apply.

## __Account cancellation and phone upgrades__
If you cancel your account or upgrade your phone before your Tab balance has been paid off, you’ll be charged the remaining Tab balance and/or the Tab Bonus balance on your next bill (or directly in store for phone upgrades). Please note that if you pay off your Tab early but you still have a remaining Tab Bonus balance, you'll be charged the remaining Tab Bonus balance, plus applicable taxes, upon cancellation or upgrade.

Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under $5 will not be refunded when your service is cancelled.

## What happens 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.

If you carry over your Tab to TELUS, your remaining Tab balance will be converted to an Easy Payment® balance. The tax on your remaining Tab balance will be charged upfront, and this tax charge will appear on your next Koodo bill. After you convert your Tab balance to an Easy Payment balance, you'll continue to make equal monthly payments corresponding to the number of billing periods left in your service term. 

If you carry over your Tab Bonus balance to TELUS, your Tab Bonus balance will be converted to a TELUS Device Discount balance. You don't have to pay the remaining Tab Bonus balance, but you'll 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, plus applicable taxes, on your next Koodo bill.<br><br>

## Estimating your remaining Tab and Tab Bonus balance

Let’s say you want to calculate your remaining balance after 12 months, and your initial Tab balance is $1200 and your initial Tab Bonus balance is $1000. Here’s how it works:

__1. Tab Balance Calculation__

- Initial Tab balance: $1200
- Monthly Tab charge: $1200/24 months=$50 per month
- After 12 months: $50 x 12 months=$600 paid
- Remaining Tab balance: $1200-$600=$600
- Your remaining Tab balance is $600 plus applicable taxes and subject to applicable adjustments

__2. Tab Bonus balance Calculation__

- Initial Tab Bonus balance: $1000
- Monthly reduction: $1000/24 months=$41.67 per month
- After 12 months: $41.67  x 12 months=$500.04 reduced
- Remaining Tab Bonus balance: $1000-$500.04=$499.96
- Your remaining Tab Bonus balance is $499.96 plus applicable taxes and subject to applicable adjustments

Please adjust these values according to your specific Tab balance and Tab Bonus amounts, keeping in mind that your remaining Tab balance and Tab Bonus balance are subject to tax, so make sure to account for that in your final amount.<br><br>

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The Tab makes it easy to get the phone you want right now. Find out everything you need to know about it right here. 

Everything you need to know about the Tab

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. So let’s say you cancel or upgrade after 12 months, you’ll owe $18 (12 x $1.50)  plus applicable taxes.

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 with applicable taxes.

### 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, plus applicable taxes, 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, plus applicable taxes, 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, plus applicable taxes, __only if you cancel, upgrade or change to an ineligible rate plan__ before it reaches $0.


Charges on your bill

Your Koodo bill after an upgrade

Whether you're looking to get a new [plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) that offers more, or to downsize based on your current needs, changing your Koodo rate plan is easy! Just remember that certain promotional plans may require that you meet eligibility criteria, so if you don't see the plan you want as an available option, make sure you read "The Legal Stuff"  located at the bottom of the "Change my plan" page in Self Serve to fully understand the requirements.

Follow the steps below to easily change your rate plan right in Self serve:

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 select __Mobile services__ from the drop-down menu.
3. Your current plan will be shown. To change it, select __Change my plan__ and follow the steps.

Woohoo! You’ve changed your rate plan. We’ll send you a confirmation email. The new plan will usually take effect right away, but you might need to wait for up to 15 minutes.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.<br><br>

### How to redeem your special promotion
If you’ve received an SMS, email, phone call, or any other form of communication from Koodo informing you that a special rate plan change offer is available for you, follow these simple steps to redeem it: 

1. Log in to __Self Serve__.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select __Change my plan__. (Here, you may notice that promotional rate plans have been loaded into your account. These special deals will appear at the top of the rate plan list in pink and will be exclusive to you!)
4. To redeem your offer, simply select your preferred plan under __Choose your new plan__, then follow the steps to __check out__. 

Easy peasy!

### Rate plan change eligibility
The following also applies to rate plan change offers/special promotions:

- You can change your rate plan up to three times per billing cycle.
- Your [Self Serve](https://koodomobile.com/selfserve) account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab.
- The availability of rate plans depends on things like your Tab or any special promotions you received when you signed up. Eligible rate plan options can vary over time, depending on what’s available at the time you want to change your plan.
- You might need to pay off your remaining Tab and/or Tab Bonus balance before switching to another rate plan. See our [Tab FAQs](https://www.koodomobile.com/help/everything-you-need-know-about-tab "Tab FAQs") for more information.

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

Making changes to your Koodo rate plan won't impact your Tab balance, as long as the rate plan meets the Tab eligibility requirements.<br><br>

__Enhance your plan with additional features__ 

To see which add-ons are available to you, follow the steps below:

1. Log in to Self Serve.

2. Select the “Self Serve” dropdown menu at the top of the screen, and go to __Mobile services.__

3. Under the phone number to which you'd like to add extra features, select __Manage add-ons.__

4. Check out the amazing add-ons available to you! 

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

__1. Why did my promotional bill credit get removed?__

Promotional credits, including bill credits, are discretionary and eligibility requirements for credits may vary. Typically, promotional credits are awarded based on the eligibility of the rate plan you activate on. If you change rate plans, or complete a renewal or upgrade, bill credits may be removed. We may check your eligibility from time to time, and if you become ineligible to receive a discount, promotion or benefit for any reason, we may remove it without prior notice.<br><br>

__2. Does changing my rate plan impact my phone number, if I’m new to Koodo?__

Changing your rate plan has no impact on your current phone number. If you’re a new Koodo customer and need to port your number to Koodo, please go to Koodo Assist to get help from our digital rep. 

  </div>

<br><br>__For more information, check out our other articles about plan changes:__

- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) <br>
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone?search_api_views_article_search_fulltext=Keeping%20or%20changing%20your%20plan%20when%20you%20upgrade%20your%20phone)<br>
- [Postpaid province-wide calling](https://www.koodomobile.com/en/help/postpaid-province-wide-calling)
- [Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)
- [Moving from Prepaid to Monthly Postpaid Service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)
- [Endless Data with TELUS](https://www.koodomobile.com/en/help/endless-data-with-telus)

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


Want something a little different from your Koodo service? Learn about changing your rate plan here. 

Help_Landing_ChangingYourRatePlan_ToArticle_Static_Link_May2023

Changing your mobility rate plan

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, charge and/or adjustment to appear on my bill, so that I can pay the correct amount prior to my bill due date?__

Any adjustments won’t immediately be reflected in your Self Serve account and will show only when your next bill is issued. If the adjustment was made after your bill was already produced for that billing cycle, then you can expect to see the change on the following bill.

To see a full breakdown of your bill, please visit Self Serve > Billing > View PDF. 

  </div>

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

Bill credits

Understanding your Koodo bill credits

Looking for a travel pass? The Easy Roam Travel Pass lets you use your monthly rate plan, including unlimited talk and text, for a fixed number of days. Whether you need 7, 14, or 30 days when travelling to eligible destinations in the USA, Caribbean, Mexico, Asia or Europe, there’s an Easy Roam Travel Pass for you.

<div class="collapsible">
  <div class="t-heading-h3">How do I buy an Easy Roam Travel Pass?</div>
</div>
<div class="content">

__USA:__

__To get a 7-day Easy Roam Travel Pass (cost of $40):__ Text US7PASS to 7626 <br><br>

__CARIBBEAN & MEXICO:__

__To get a 7-day Easy Roam Travel Pass (cost of $60):__ Text CAR7PASS to 7626<br><br>

__ASIA:__

__To get a 14-day Easy Roam Travel Pass (cost of $70):__ Text ASIA14 to 7626<br><br>

__EUROPE:__

__To get a 14-day Easy Roam Travel Pass (cost of $50):__ Text EU14PASS to 7626

__To get a 30-day Easy Roam Travel Pass (cost of $60):__ Text EU30PASS to 7626<br><br>

You’ll only be charged the fee on the first day you roam in your destination. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How does the Easy Roam Travel Pass work?</div>
</div>
<div class="content">

__USA:__

__The 7-day USA Easy Roam Travel Pass__ gives you 7 consecutive days of roaming in eligible USA destinations. The travel pass will stay effective on your account for 30 days from the activation date. Once the travel pass expires or is used up, any further roaming will be charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse). <br><br>

__CARIBBEAN & MEXICO:__

__The 7-day Caribbean/Mexico Easy Roam Travel Pass__ gives you 7 consecutive days of roaming in eligible Caribbean/Mexico destinations. The travel pass will stay effective on your account for 30 days from the activation date. Once the travel pass expires or is used up, any further roaming will be charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse).<br><br>

__ASIA:__

__The 14-day Asia Easy Roam Travel Pass__ gives you 14 consecutive days of roaming in eligible destinations in Asia. The travel pass will stay effective on your account for 30 days from the activation date. Once the travel pass expires or is used up, any further roaming will be charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse).<br><br>

__EUROPE :__

__The 14-day Europe Easy Roam Travel Pass__ gives you 14 consecutive days of roaming in eligible European destinations. The travel pass will stay effective on your account for 30 days from the activation date. Once the travel pass expires or is used up, any further roaming will be charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](/payperuse).<br><br>

__The 30-day Europe Easy Roam Travel Pass__ gives you 30 consecutive days of roaming in eligible European destinations. The travel pass will stay effective on your account for 45 days from the activation date. Once the travel pass expires or is used up, any further roaming will be charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](/payperuse).
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Which destinations are covered with the Easy Roam Travel Pass?</div>
</div>
<div class="content">

__The eligible USA destinations include:__

- United States
- Guam
- Northern Mariana Islands
- Puerto Rico
- Virgin Islands (US)

Calls to the following places are subject to the standard roaming pay-per-use rate:

- Sanger, California (559-726-XXXX) 
- Carroll, Iowa (712-775-XXXX) 
- Lake Park, Iowa (712-432-XXXX) 
- Oglala, South Dakota (605-562-XXXX) 
- Redfield, South Dakota (605-475-XXXX)

__The eligible Caribbean/Mexico destinations include:__

- Antigua & Barbuda
- Aruba
- Bahamas
- Bermuda
- Bonaire
- British Virgin Islands
- Cayman Islands
- Curacao
- Dominica (Commonwealth Of)
- Dominican Republic
- French Guiana
- French West Indies
- Grenada
- Guadeloupe
- Guyana
- Jamaica
- Martinique
- Mexico
- Montserrat
- Saba
- St Kitts & Nevis
- St Lucia
- St Vincent And The Grenadines
- St. Barthelemy
- St. Eustatius
- St. Maarten
- St. Martin
- Trinidad And Tobago
- Turks & Caicos Islands

__The eligible destinations in Asia include:__

- Bangladesh
- China
- Hong Kong
- India
- Indonesia
- Malaysia
- Philippines
- Singapore
- South Korea
- Taiwan
- Thailand
- Vietnam

__The eligible European destinations include:__

- Aland Islands
- Albania
- Andorra
- Armenia
- Austria
- Belarus
- Belgium
- Bosnia and Herzegovina
- Bulgaria
- Croatia
- Cyprus
- Czechia (Czech Republic)
- Denmark
- England
- Estonia
- Faroe Islands
- Finland
- France
- Germany
- Gibraltar
- Greece
- Greenland
- Guernsey
- Hungary
- Iceland
- Ireland
- Isle of Man
- Italy
- Jersey
- Kosovo
- Latvia
- Liechtenstein
- Lithuania
- Luxembourg
- Malta
- Moldova
- Monaco
- Montenegro
- Netherlands
- Norway
- North Macedonia
- Poland
- Portugal
- Romania
- San Marino
- Scotland
- Serbia
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
- Ukraine
- United Kingdom and Wales
  </div>

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

Travel and roaming

Easy Roam Travel Passes

### What is Wireless Public Alerting / Alert Ready?

[Alert Ready](https://www.alertready.ca/ "Alert Ready") is a service designated to deliver critical, potentially lifesaving alert messages to Canadians.

The system was developed in partnership with federal, provincial, and territorial emergency management officials, Pelmorex Corp, the broadcast industry, and wireless service providers, including Koodo, to ensure you receive emergency alerts immediately and know when to take action to keep you and your family safe.  

Beginning April 6, 2018, Koodo and all Canadian wireless service providers will be required to broadcast emergency alerts received from alerting authorities directly to consumers’ [WPA compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "WPA compatible wireless devices") using Cell Broadcasting distribution.

Wireless service providers will only receive and broadcast alerts that are issued for __threat to life situations.__

Emergency alerts intended for wireless devices are issued to a defined geographic area, which can be as small as a few city blocks, so that only people in the defined area receive the emergency alerts. The defined area is selected by the alerting authorities. [Compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "Compatible wireless devices") in the targeted area, including devices that are roaming, will receive the emergency alerts within seconds of alert issuance, provided the devices are powered on and connected to the LTE cellular network. If you're travelling outside of Canada to a country that has a functional wireless alerting service, you may receive alerts issued to the geographic location you're in.

You __can't opt out__ of receiving threat-to-life emergency alerts.<br><br>

### What do wireless public alerts look like?

While the alerts may look like text messages, they're not text messages and are not billed like text messages, nor do they count towards data usage. Emergency alerts begin with a distinct sound, known as the Canadian Alert Attention Signal, and may also cause the device to vibrate.

On compatible wireless devices, the emergency alert will display an __EMERGENCY ALERT/ALERTE D’URGENCE__ banner with information describing the situation and instructions on what actions to take and where to learn more. At the top of each emergency alert, the issuing government agency will be clearly indicated.

As a general rule, emergency alerts will only be issued once. In the event that the issuing government has an update to the original alert, you'll receive updated alert messages.

__Note:__ On Wednesday May 7, 2025, you'll receive a test alert that allows the government to ensure the system is working as expected. The test alert text will clearly indicate that it's a __test alert.__ Please see [alertready.ca](https://www.alertready.ca/) for the schedule.

If you're a person with a sight or hearing disability, alternate formats of emergency alert can be issued. Emergency alerts may be read to the recipient, if their device supports this accessibility feature, and the vibration feature that accompanies emergency alerts sent to wireless devices will help make hearing-impaired persons aware of alerts. For more information on accessibility features, contact your device manufacturer.

For more information, take a look at these [frequently asked questions](https://www.koodomobile.com/help/alert-ready-frequently-asked-questions "frequently asked questions").

Alert Ready sends emergency alerts to your phone. Find out more about Wireless Public Alerting here.

Alert Ready / Wireless Public Alerting (WPA) 

Remember that all phones sold in Canada after December 2017 already come unlocked. 

If you’re travelling internationally, sign up for Easy Roam® to stay in touch. However, if you need your phone unlocked here, you will first need your IMEI code.

### How to find your IMEI

- Dial * #06#. If it works, your IMEI will pop up
- Or, check the SIM card tray or the original box for your IMEI number
- If you can remove the phone's battery, look under it for a white label with a number on it

__To unlock your phone online:__

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=unlock), then follow the instructions.<br><br> 

### __It's good to know...__

- Successful unlock code retrieval for non-iOS phones: We’ll show you the unlock code and send a confirmation email with the code in it.
- Successful iOS phone requests: We’ll submit the unlock request on your behalf and Apple will unlock your phone. You’ll need to insert another carrier’s SIM card or connect to iTunes to complete the unlock process. We’ll send you a confirmation email.
- Already unlocked: Your phone is unlocked and ready to go.
- In progress (iOS only): Please wait 5 to 10 minutes for Apple to process your unlock request.

### __Heads up! You can’t unlock a phone that’s:__

- Suspended as lost or stolen
- Blacklisted
- From a carrier other than Koodo or Telus

### __Just so you know__

- You can get your phone unlocked right away, if you’re buying a phone outright from us
- We don't unlock phones from other carriers, so make sure your phone is unlocked before bringing it to Koodo
- If you want to use your Koodo number in the U.S. or internationally and don't need a local number while travelling, [sign up for Easy Roam or use your phone abroad at pay-per-use rates.](https://www.koodomobile.com/easyroam "sign up for Easy Roam or use your phone abroad at pay-per-use rates")
- If you cancel your account before your Tab and/or Tab Bonus balance has reached $0, you’ll be charged any remaining balance (Tab and/or Tab Bonus) on your next bill (subject to any applicable adjustments).
- 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. It's not necessary to unlock your phone to use it with TELUS service.

### __Does my Koodo phone work with a SIM card from a different carrier, like Verizon or T-Mobile?__

You'll need to make sure your phone is unlocked and contact the carrier directly to confirm it will work with their network and services. You may also want to consider [Easy Roam](https://www.koodomobile.com/en/help/easy-roam?srsltid=AfmBOorIA_lcMDubA_cyBD0avuafVIQnQhNwhD9tUkTBnqtfRnG5K17u) or [Easy Roam Travel Pass](https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes?srsltid=AfmBOoq9yX--RcGlMJOCim_vfwi-HpBM1akMEj-nah3sysFBV7DRONuu) when travelling outside Canada. Just a heads up that all phones in Canada after December 2017 already come unlocked. To unlock a phone that was purchased before that date, visit [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and follow the prompts.

__Related help pages:__

- [SIM PIN](https://www.koodomobile.com/en/help/sim-pin?search_api_views_article_search_fulltext=puk)

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        "text":"Looking to switch?",
        "style":{
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       "text":"Consider endless data with TELUS.",
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Need some information about unlocking your Koodo phone? Find out more here. 

Activating

Unlocking your phone

Need to check Koodo's warranty and repair policy? Get all the information you need here. 

Warranty and repairs

Repair policy

Repair and warranty options

More people need phone numbers these days! The CRTC (Canadian Radio-television and Telecommunications Commission) approved these new area codes to create millions of new phone numbers:

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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.tg .tg-0r18{border-color:inherit;font-size:14px;text-align:center;vertical-align:top}
.tg .tg-umgj{border-color:inherit;font-size:14px;font-weight:bold;text-align:center;vertical-align:top}
</style>
<table class="tg"><thead>
  <tr>
    <th class="tg-umgj">Place</th>
    <th class="tg-umgj">Current area code(s)</th>
    <th class="tg-umgj">New area code(s)</th>
    <th class="tg-umgj">When it starts</th>
  </tr></thead>
<tbody>
  <tr>
    <td class="tg-0r18">Alberta</td>
    <td class="tg-0r18">403, 587, 780, 825, 368</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
  <tr>
    <td class="tg-0r18">British Columbia</td>
    <td class="tg-0r18">236, 250, 672, 604, 778</td>
    <td class="tg-0r18">257</td>
    <td class="tg-0r18">May 24, 2025</td>
  </tr>
  <tr>
    <td class="tg-0r18">Manitoba</td>
    <td class="tg-0r18">204, 431, 584</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
  <tr>
    <td class="tg-0r18">New Brunswick</td>
    <td class="tg-0r18">506, 428</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
  <tr>
    <td class="tg-0r18">Newfoundland and Labrador</td>
    <td class="tg-0r18">709, 879</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
  <tr>
    <td class="tg-0r18">Ontario</td>
    <td class="tg-0r18">613, 343, 249, 705, 226, 519, <br>548, 807, 753, 683, 382</td>
    <td class="tg-0r18">942</td>
    <td class="tg-0r18">April 26, 2025</td>
  </tr>
  <tr>
    <td class="tg-0r18">Québec</td>
    <td class="tg-0r18">514, 438, 450. 579, 819, 873, 263, 354, 468</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
  <tr>
    <td class="tg-0r18">Yellowknife (including Dettah), <br>Behchokǫ̀, and Whatì</td>
    <td class="tg-0r18">867</td>
    <td class="tg-0r18"></td>
    <td class="tg-0r18"></td>
  </tr>
</tbody></table>

## What does this mean?

• Your current phone number stays exactly the same 

• Only new phone numbers will get the new area code 

• Local calling areas don't change 

• 911 still works the same way - just dial those three numbers<br><br>

For more info, check out [www.newareacodes.ca](https://dial10.ca/en-CA/new-code.htm)

Network coverage

Area codes

AMC+ is now available through Koodo!

AMC+ gives you access to AMC's original award-winning series, available live and on-demand, as well as access to Shudder, Sundance, and IFC Films offerings available on-demand.
Find the full list of AMC+ content at [amcplus.com](http://www.amcplus.com)

<div class="collapsible">
  <h3> What is an AMC+ standalone subscription and how can I subscribe? </h3>
</div>
<div class="content">

A standalone subscription is a subscription that can be purchased and used independently, without the need for any additional subscriptions or services with Koodo. It basically offers access to a specific product or service on its own.

AMC+ is offered as a standalone subscription for new and existing Koodo customers. You can purchase AMC+ on koodo.com with select credit and debit cards.

__Note:__ Purchasing this product at any of our Koodo retail locations or call centres or with any other payment method is currently not available.

To add AMC+ online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/amcplus) and choose “Add now” to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.
  </div>

<div class="collapsible">
  <h3> What if I already have an AMC+ account? </h3>
</div>
<div class="content">

If you have an existing AMC+ account, you’ll need to cancel your existing subscription and wait for your current billing cycle to end before purchasing AMC+ through Koodo, in order to avoid being double-billed and to keep your watch history and preferences.

__Heads up!__ You can’t receive partial refunds for monthly or annual AMC+ subscriptions.

__Note:__ If you activate an AMC+ subscription through Koodo while having a pre-existing  AMC+ subscription under the same account, you’ll receive a notice that you’ll be double-billed. 
For any questions about AMC+, check out the [AMC+ help page](https://support.amcplus.com/kb/en).
  </div>

<div class="collapsible">
  <h3> I’m an existing Stream+ subscriber. How do I get a discount on AMC+?  </h3>
</div>
<div class="content">

Existing [Stream+ Basic or Stream+ Premium](https://www.koodomobile.com/en/shop/subscriptions/streamplus) customers are eligible for a discount on AMC+ through Koodo. To get the discount added to your AMC+ standalone subscription, please make sure that you’ve already subscribed to Stream+ through the same Koodo Self Serve account that you’re using to purchase AMC+.
  </div>

<div class="collapsible">
  <h3> How do I access AMC+?  </h3>
</div>
<div class="content">

Once you’re subscribed to AMC+, you can access it on your mobile device or web browser. 

__To access AMC+ on your mobile device:__ Download the __AMC+ app__ in the [Google Play store](https://play.google.com/store/apps/details?id=com.amcplus.amcfullepisodes&hl=en_CA) or the [Apple App Store](https://apps.apple.com/us/app/amc-tv-shows-movies/id1578728899). Log in using your AMC+ account credentials.

__To access AMC+ on your browser:__ Go to [www.amcplus.com](http://www.amcplus.com) on your web browser of choice, and sign in using your AMC+ account credentials.
  </div>

<div class="collapsible">
  <h3> Cancelling your AMC+ subscription  </h3>
</div>
<div class="content">

You can manage your AMC+ standalone subscription by following these steps:

1. Log in to Koodo Self Serve.
2. Select the __Subscriptions__ tab.
3. Select __Manage__ in the subscriptions box you want to cancel.
4. Select __Cancel my subscription__.

If you cancel your AMC+ subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.

If you already had an existing subscription to AMC+ before activating through Koodo, your subscription may automatically resume with the streaming service provider, if your previous method of payment is still valid and on your account with them. Otherwise, you may have to update your payment information to resume service with the streaming service provider again.
  </div>

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

__1. When should I contact customer service for AMC+?__

If you have questions or concerns regarding specific functionality or programming offered by AMC+, please visit their [support page](https://support.amcplus.com/kb/en) to learn more.<br><br>

__2. Can I keep my AMC+ account if I cancel my subscription through Koodo?__

Yes, you’ll keep your AMC+ account, but you’ll need to renew your subscription through AMC+ once your subscription through __Koodo__ expires.<br><br>

__3. How does Koodo billing work for AMC+?__

Koodo offers third-party billing for video streaming subscription services like AMC+. 

If you’ve purchased AMC+ as a standalone subscription, it’ll be charged directly to the credit card or debit card that you’ve used to purchase the product.<br><br>

__4. I was billed twice by both AMC and Koodo for my subscription. What should I do?__

Double-billing might happen if you signed up for AMC+ through Koodo but didn't finish the activation process. To avoid being double-billed, follow the activation steps above.

For any AMC+ account questions, including ones about double-billing, check out the [AMC+ help page](https://support.amcplus.com/kb/en).
  </div>


Subscriptions

Subscribing to AMC+ through Koodo

discovery+ is now available through Koodo! 

discovery+ includes shows across your favourite genres and TV channels and networks, including HGTV, Food Network, TLC, Investigation Discovery (ID), Animal Planet, Discovery Channel, plus exclusive originals and more, all in one place. Explore the perks of your subscription, learn how to link accounts, and more!

<div class="collapsible">
  <h3> How can I subscribe to discovery+ as a Koodo customer? </h3>
</div>
<div class="content">

You can subscribe to discovery+ through Koodo as a standalone subscription. 

__Note:__ Existing [Stream+ basic or Stream+ Premium](https://www.koodomobile.com/en/shop/subscriptions/streamplus) customers get an additional discount. 

  </div>

<div class="collapsible">
  <h3> What is a discovery+ standalone subscription, and how can I subscribe?  </h3>
</div>
<div class="content">

A standalone subscription is a subscription that can be purchased and used independently, without the need for any additional subscriptions or services with Koodo. It basically offers access to a specific product or service on its own.

discovery+ is offered as a standalone subscription for new and existing Koodo customers. You can purchase discovery+ on koodo.com with select credit and debit cards.

__Note:__ Purchasing this product at any of our Koodo retail locations or call centres or with any other payment method is currently not available.

To add discovery+ online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/discoveryplus) and choose “Add now” to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.
  </div>

<div class="collapsible">
  <h3> What if I already have a discovery+ account?  </h3>
</div>
<div class="content">

After you complete your purchase of discovery+ through Koodo, you'll get an activation email with the steps for linking your existing discovery+ account with your Koodo account.

Billing for your existing discovery+ subscription will then be transferred to Koodo, and discovery will pause their direct billing. Customers with an existing discovery+ subscription are not eligible for the discount through Stream+ on the monthly subscription.

For any questions about discovery+, check out the [discovery+ help page](http://help.discoveryplus.com).

  </div>

<div class="collapsible">
  <h3> I’m an existing Stream+ subscriber. How do I get a discount on discovery+?  </h3>
</div>
<div class="content">

Existing Stream+ Basic or Stream+ Premium customers are eligible for a discount on discovery+ through Koodo. To get the discount added to your discovery+ standalone subscription, please make sure that you’ve already subscribed to Stream+ through the same Koodo Self Serve account that you’re using to purchase discovery+.

  </div>

<div class="collapsible">
  <h3> Managing your discovery+ standalone subscription  </h3>
</div>
<div class="content">

__What’s the difference between discovery+ and discovery+(Ad-Free)?__

You can choose to sign up for either discovery+ or discovery+(Ad-Free). discovery+ will have limited commercial breaks in most TV shows and movies , while discovery+(Ad-Free) does not have those commercial breaks. Learn more at [discoveryplus.com](http://discoveryplus.com). Both are available to subscribe to through Koodo. <br><br>

__I’ve purchased discovery+ through Koodo. How can I start watching content?__

To start watching your favourite movies and shows, you must first activate your discovery+ account in Koodo Self Serve. You can do this by following the link in the activation email that you'll receive after you complete your purchase.

If you already have an existing discovery+ account, you’ll be able to link that account, so you won’t lose your watch history or account details. <br><br>

__How do I manage my discovery+ standalone subscription through Koodo?__

You can manage your discovery+ standalone subscription by following these steps:

1. Log in to Koodo Self Serve.
2. Select the __Subscriptions__ tab.
3. Select __Manage__ in the subscriptions box you want to cancel.
4. Select __Cancel my subscription__.

If you cancel your discovery+ subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.

If you already had an existing subscription to discovery+ before activating through Koodo, your subscription may automatically resume with the streaming service provider, if your previous method of payment is still valid and on your account with them. Otherwise, you may have to update your payment information to resume service with the streaming service provider again.

  </div>

<div class="collapsible">
  <h3> How can I change my credit card details for my discovery+ Subscription?  </h3>
</div>
<div class="content">

To change your discovery+ credit card details, follow the steps below:

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

  </div>

<div class="collapsible">
  <h3> How can I view my past receipts?  </h3>
</div>
<div class="content">

To view your past receipts, follow the steps below:

1. Log in to Koodo Self Serve via a web browser.
2. Select the __Subscriptions__ tab.
3. Select __View your receipts__ in the upper right-hand corner.
  </div>

<div class="collapsible">
  <h3> Frequently asked questions  </h3>
</div>
<div class="content">

__1. Will I be able to link my discovery+ with Koodo?__

Yes, if you’re an existing discovery+ subscriber, you can link your discovery+ account with your Koodo account.<br><br>

__2. The email address for my Koodo Self Serve account is different from the one on my discovery account. Can I still activate?__

Yes. The email addresses on your discovery and Koodo Self Serve accounts can be different.<br><br>

__3. How does Koodo billing work for discovery+?__

Koodo offers third-party billing for video streaming subscription services like discovery+.

If you’ve purchased discovery+ as a standalone subscription, it’ll be charged directly to the credit card or debit card that you’ve used to purchase the product.<br><br>

__4. I was billed twice by both discovery and Koodo for my subscription. What should I do?__

Double-billing might happen if you signed up for discovery+ through Koodo but didn't finish the activation process. You must follow the activation steps above to avoid being double-billed.

For any discovery+ account questions, including ones about double-billing, check out the [discovery+ help page](http://help.discoveryplus.com).

  </div>


Subscribing to discovery+ through Koodo

Crunchyroll is now available through Koodo —your ultimate destination for an epic collection of anime series and movies.

Find everything you need to know about Crunchyroll subscriptions—how to sign up, what’s included, and the full content lineup—at [crunchyroll.com](http://crunchyroll.com).

__Heads up!__ Right now, Koodo offers only the Crunchyroll Mega Fan Monthly package. 

<div class="collapsible">
  <h3> How to subscribe to Crunchyroll </h3>
</div>
<div class="content">

Crunchyroll is offered as an independent subscription for new and existing Koodo customers. 

To add Crunchyroll online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/crunchyroll) and choose __Add now__ to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.

__For Existing Stream+ customers (discount will apply)__

1. Log in to your Koodo account, then go to the [Crunchyroll page](https://www.telus.com/en/shop/subscriptions/crunchyroll) and select __Add now__ to subscribe.

2. To get the discount added to your Crunchyroll subscription, please make sure that you’ve already subscribed to [Stream+](https://www.koodomobile.com/en/shop/subscriptions/streamplus) through the same Koodo account that you’re using to purchase your Crunchyroll Season Pass subscription.

__Heads up!__ You can purchase Crunchyroll on koodo.com only with select credit and debit cards. Purchasing at any of our Koodo retail locations or call centres or with any other payment method is __currently not available__.
  </div>

<div class="collapsible">
  <h3> What to do if you already have a Crunchyroll subscription </h3>
</div>
<div class="content">

If you have an existing Crunchyroll account, you’ll need to cancel your existing subscription and wait for your current billing cycle to end before purchasing Crunchyroll through Koodo to avoid being double-billed.

Your watch history and preferences will stay with you as long as you sign in using the same email address and credentials from your original account.

__Heads up!__ 

- You can’t receive partial refunds for monthly or annual Crunchyroll subscriptions.

- If you’re a Quebec resident, you can cancel your current subscription and receive a refund, prorated between the time of cancellation and the end of the month. Quebec residents can then immediately subscribe to Crunchyroll with Koodo.
  </div>

<div class="collapsible">
  <h3> Activating your Crunchyroll subscription  </h3>
</div>
<div class="content">

After you purchase Crunchyroll with Koodo, you’ll need to activate your new Crunchyroll account using the following steps:.

1. Log in to Koodo Self Serve.

2. Select the __Subscriptions__ tab.

3. Select __Manage__ in the subscriptions box.

4. Select the __Activate__ button for Crunchyroll.

5. On the Crunchyroll activation page, select __Continue__. 

6. Follow the prompts on screen to create a new Crunchyroll account or click __Sign In__ if you have an existing Crunchyroll account.

7. Once you’ve finished your sign in process, click __Start Watching Now__, and you’re all set to start enjoying Crunchyroll!
  </div>

<div class="collapsible">
  <h3> How to access Crunchyroll </h3>
</div>
<div class="content">

Once you’ve subscribed to Crunchyroll, you can access it on your mobile device or web browser. 

__To access Crunchyroll on your mobile device:__ Download the Crunchyroll app on the [Google Play store](https://play.google.com/store/apps/details?id=com.crunchyroll.crunchyroid&hl=en_CA) or [Apple App Store](https://apps.apple.com/us/app/crunchyroll/id329913454). Log in using your Crunchyroll account credentials.

__To access Crunchyroll on your browser:__ Go to [crunchyroll.com](http://www.crunchyroll.com) on your web browser of choice, and sign in using your Crunchyroll account credentials.
  </div>

<div class="collapsible">
  <h3> Managing your Crunchyroll subscription </h3>
</div>
<div class="content">

You can manage and cancel your Crunchyroll subscription by following these steps:

1. Log in to Koodo Self Serve.

2. Select the __Subscriptions__ tab.

3. Select __Manage__ in the subscriptions box.

4. Select __Cancel my subscription__ if you would like to cancel.

__Heads up!__ If you cancel your Crunchyroll subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.
  </div>

<div class="collapsible">
  <h3> Frequently asked questions  </h3>
</div>
<div class="content">

__1. When should I contact customer support for Crunchyroll?__

If you have questions or concerns about specific functionality or programming offered by Crunchyroll, check out their [support page](https://help.crunchyroll.com/hc/en-us/articles/33722956300820) to learn more.<br><br>

__2. Can I keep my Crunchyroll account if I cancel my subscription through Koodo?__

Yes, you’ll keep your Crunchyroll account, but you’ll need to renew your subscription through Crunchyroll once your subscription through __Koodo__ expires. 
  </div>
<br><br>

__Related help pages:__
- [Stream+](https://www.koodomobile.com/en/help/stream-plus)


Subscribing to Crunchyroll through Koodo

Discover how to subscribe to Apple TV+ through Koodo, explore the perks of your subscription, learn how to link accounts, and more!

<div class="collapsible">
  <h3> How can I subscribe to Apple TV+ as a TELUS customer?  </h3>
</div>
<div class="content">

You can subscribe to Apple TV+ through Koodo as a standalone subscription. 

__Note:__ Existing [Stream+ Basic or Stream+ Premium](https://www.koodomobile.com/en/shop/subscriptions/streamplus) customers get an additional discount.

  </div>

<div class="collapsible">
  <h3> What’s an Apple TV+ standalone subscription, and how can I subscribe?  </h3>
</div>
<div class="content">

A standalone subscription is a subscription that can be purchased and used independently, without the need for any additional subscriptions or services with Koodo. It basically offers access to a specific product or service on its own.

Apple TV+ is offered as a standalone subscription for new and existing Koodo customers. You can purchase Apple TV+ on koodo.com with select credit and debit cards. 

__Note:__ Purchasing this product at any of our Koodo retail locations or call centers or with any other payment method is currently not available.

To add Apple TV+ online, visit the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/appletvplus) and select “Add now” to subscribe. After you complete your purchase, you'll receive an activation email with the steps required to set up or link your account.

  </div>

<div class="collapsible">
  <h3> What if I already have an Apple TV+ account? </h3>
</div>
<div class="content">

After you complete your purchase of Apple TV+ through Koodo, you'll receive an activation email with the steps required to link your existing Apple TV+ account with your Koodo account.

Billing for your existing Apple TV+ subscription will then be transferred to Koodo, and Apple will pause their direct billing unless your subscription is provided through Apple One. If you have Apple One, you’ll continue to be billed directly by Apple for Apple One. 

Customers with an existing Apple TV+ subscription are not eligible for the $2 discount on the monthly subscription.  

For any questions about Apple TV+, including billing for Apple One, please visit the [Apple TV Support page](https://support.apple.com/en-ca/tv).

  </div>

<div class="collapsible">
  <h3> I’m an existing Stream+ customer. How do I get a discount on Apple TV+? </h3>
</div>
<div class="content">

Existing Stream+ Basic or Stream+ Premium customers are eligible for a discount of $2/month on Apple TV+ through Koodo. To get the discount added to your Apple TV+ standalone subscription, please make sure that you’ve already subscribed to Stream+ through the same Koodo Self Serve account that you’re using to purchase Apple TV+. 
  </div>

<div class="collapsible">
  <h3> Managing your Apple TV+ standalone subscription </h3>
</div>
<div class="content">

__I’ve purchased Apple TV+ through Koodo. How can I start watching content?__

To start watching your favourite movies and shows, you must first activate your Apple TV+ account in Koodo Self Serve. You can do this by following the link in the activation email that you'll receive after you complete your purchase.

If you already have an existing Apple TV+ account, you’ll be able to link that account, so you won’t lose your watch history or account details.<br><br>

__How do I manage my Apple TV+ standalone subscription through Koodo?__

You can manage your Apple TV+ standalone subscription by following these steps:

1. Log in to Koodo Self Serve.
2. Select the __Subscriptions__ tab.
3. Select __Manage__ in the subscriptions box you want to cancel.
4. Select __Cancel my subscription__.

If you do cancel your Apple TV+ subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle. 

If you already had an existing subscription to Apple TV+ before activating through Koodo, your subscription may automatically resume with the streaming service provider, if your previous method of payment is still valid and on your account with them. Otherwise, you may have to update your payment information to resume service with the streaming service provider again.
  </div>

<div class="collapsible">
  <h3> How can I change my credit card details for my Apple TV+ Subscription? </h3>
</div>
<div class="content">

To change your Apple TV+ credit card details, follow the steps below:

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

  </div>

<div class="collapsible">
  <h3> How can I view my past receipts? </h3>
</div>
<div class="content">

To view your past receipts, follow the steps below:

1. Log in to Koodo Self Serve via a web browser
2. Select the __Subscriptions__ tab.
3. Select __View your receipts__ in the upper right-hand corner.
  </div>

<div class="collapsible">
  <h3> Frequently asked questions  </h3>
</div>
<div class="content">

__1. If I’m an existing Apple One subscriber, will I be able to link my Apple TV+ with Koodo?__

If you’re an Apple One subscriber, you can link your Apple TV+ with Koodo, but you’ll be billed for Apple One by Apple and for Apple TV+ by Koodo. <br><br>

__2. If I’m an existing Apple TV+ subscriber, will there be any changes to my Apple ID once I activate with Koodo?__

No, there will not be any changes to your Apple ID once you activate Apple TV+ with Koodo.<br><br>

__3. The email address for my Koodo Self Serve account is different from the one on my Apple ID. Can I still activate?__

Yes. The email addresses on your Apple ID and Koodo Self Serve accounts can be different.<br><br>

__4. How does Koodo billing work for Apple TV+?__

Koodo offers third-party billing for video streaming subscription services like Apple TV+. 

If you’ve purchased Apple TV+ as a standalone subscription, it’ll be charged directly to your credit card or debit card that you’ve used to purchase the product. <br><br>

__5. I was billed twice by both Apple and TELUS for my subscription. What should I do?__

Double-billing might happen if you signed up for Apple TV+ through Koodo but didn't finish the activation process. You must follow the activation steps above to avoid being double-billed.

For any Apple TV+ account questions, including ones about double- billing, check out the [Apple TV Support page](https://support.apple.com/en-ca/tv).
  </div>

Subscribing to Apple TV+ through Koodo

Learn how to sign up for and manage your MLS Season Pass subscription through Koodo.

<div class="collapsible">
  <h3> What’s included in your MLS Season Pass subscription </h3>
</div>
<div class="content"> 

A subscription to MLS Season Pass gives you access to live coverage of all regular season MLS games and playoff matches, as well as coverage of the Leagues Cup, selected MLS Next and MLS Next Pro matches, studio programs, and other video content (including match replays and original programming). During the off season, you will have access to select video-on-demand content.
  </div>

<div class="collapsible">
  <h3> How to subscribe to MLS Season Pass </h3>
</div>
<div class="content">

MLS Season Pass is offered as an independent subscription for new and existing Koodo customers.

To add MLS Season Pass online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/mls) and choose __Add now__ to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.

__For existing Stream+ customers (discount will apply)__

1. Log in to your Koodo account, then go to MLS on [Koodo](http://www.koodomobile.com/en/shop/subscriptions/mls) and select __Add now__ to subscribe.

2. To get the discount added to your MLS Season Pass subscription, please make sure that you’ve already subscribed to [Stream+](https://www.koodomobile.com/en/shop/subscriptions/streamplus) through the same Koodo account that you’re using to purchase your MLS Season Pass subscription.

You’ll receive the same MLS Season Pass content whether you’re an existing Stream+ customer or not.

__Heads up!__ You can subscribe to MLS Season Pass on koodo.com only with select credit and debit cards. Purchasing at any of our Koodo retail locations or call centres, or with any other payment method, is __currently not available__.
  </div>

<div class="collapsible">
  <h3> What to do if you already have an MLS Season Pass subscription </h3>
</div>
<div class="content">

When you purchase with Koodo, you can link your existing MLS Season Pass by signing in with the Apple ID connected to your current subscription during activation. Once linked, your billing will automatically switch from Apple to Koodo.  
  </div>

<div class="collapsible">
  <h3> Activating your MLS Season Pass subscription  </h3>
</div>
<div class="content">

Once you purchase an MLS Season Pass through Koodo, you can activate immediately by selecting __Activate now__ from the “Thank You” page. 

Alternatively, you’ll also get an activation email. Click __Activate now__ and follow the steps provided in the email to start enjoying your MLS subscription. 
  </div>

<div class="collapsible">
  <h3> How to access MLS Season Pass  </h3>
</div>
<div class="content">

Once you’re subscribed to the MLS Season Pass, you can access it on your mobile device, TV, web browser, and more.  

MLS Season Pass is available in the Apple TV app on supported Apple devices. To see all the ways you can watch MLS Season Pass, check out [Apple TV support](https://support.apple.com/en-ca/guide/tvplus/welcome/web).
  </div>

<div class="collapsible">
  <h3> Managing your MLS Season Pass subscription </h3>
</div>
<div class="content">

You can manage and cancel your MLS Season Pass subscription by following these steps:

1. Log in to Koodo Self Serve.

2. Select the __Subscriptions__ tab.

3. Select __Manage__ in the subscriptions box.

4. Select __Cancel my subscription__ if you would like to cancel.

__Heads up!__ If you cancel your MLS Season Pass subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle. 

If you had an existing MLS Season Pass subscription through Apple prior to signing up with Koodo, your subscription with Apple will be reinstated after you cancel your subscription with Koodo. 
  </div>

<div class="collapsible">
  <h3> Frequently asked questions </h3>
</div>
<div class="content">

__1. When should I contact customer support at Apple for MLS Season Pass?__

If you have questions or concerns about specific functionality or programming offered by MLS Season Pass, check out their [support page](https://www.mlssoccer.com/season-pass/support/) to learn more.<br><br>

__2. What billing options are available for MLS Season Pass?__

Currently, Koodo only offers MLS Season Pass as a monthly product. Billing by season is not available. 
  </div>
<br><br>
__Related help pages:__
- [Stream+](https://www.koodomobile.com/en/help/stream-plus)

Subscribing to MLS Season Pass through Koodo

Hayu is your one-stop shop for reality TV! Dive into a massive library with hundreds of shows and thousands of ad-free episodes, ready to stream or download for offline viewing. Catch new episodes of your favourites, like The Real Housewives, Below Deck, Vanderpump Rules, and Summer House - all streaming the same day as they air in the US! Explore sub-genres like Home & Design, Dating, Fashion, True Crime, Celebrity Lifestyle, and more.

Find the full list of Hayu content at https://get.hayu.com/

![Hayu](//images.ctfassets.net/8cecwr1x4jkf/4HcMI30MlmarFKcaXZ8g1Y/f6be8346b7b5db868dfa7056efe93ef6/Hayu.png)

<div class="collapsible">
  <h3> How to subscribe to Hayu </h3>
</div>
<div class="content">

You can subscribe to Hayu through Koodo in the following ways:

__Existing Koodo customers:__

1. Visit [Hayu on Koodo](https://www.koodomobile.com/en/shop/subscriptions/hayu) and select __Add now__ to subscribe. 
2. After you complete your purchase, you'll receive an email with the steps required to activate your subscription. 

__Existing Stream+ Customer with Stream+ Basic or Stream+ Premium__

1. Visit [Hayu on Koodo](https://www.koodomobile.com/en/shop/subscriptions/hayu) and select __Add now__ to subscribe. 
2. After you complete your purchase, you'll receive an email with the steps required to activate your subscription.

__Bonus!__ You’ll receive a discount on your Hayu subscription as an existing [Stream+](https://www.koodomobile.com/en/shop/subscriptions/streamplus) customer.

__Note:__ You can subscribe to Hayu on Koodo.com with only select credit and debit cards. Purchasing at any of our Koodo retail locations or call centres, or with any other payment method, is __currently not available__.
  </div>

<div class="collapsible">
  <h3> What to do if you already have a Hayu subscription </h3>
</div>
<div class="content">

Please cancel your existing Hayu subscription before you activate via Koodo to avoid being double-billed and to keep your watch history and preferences.

1. Sign into Hayu through the Hayu website, navigate to __My account__ and select __Cancel subscription__

2. After account cancellation, you can continue to access Hayu content until the end of your bill cycle. To find out the end date of your bill cycle, go to __My account > Subscription__

3. You’ll need to wait until your bill cycle has ended. After that, you can activate Hayu through Koodo.
  </div>

<div class="collapsible">
  <h3> Activating your Hayu Subscription  </h3>
</div>
<div class="content">

__If you have an existing Hayu subscription outside of Koodo,__ please refer to the “What to do if you already have a Hayu subscription” section.

__How to Activate Hayu via Koodo:__

Once you add Hayu to your Koodo account, you’ll be __directed to the Hayu website__ to create an account. You’ll need to activate your new Hayu account with the following steps:

1. Login to your Koodo Self Serve account

2. From the ‘Self Serve’ dropdown Menu, select __Internet and subscriptions__

3. Click on the __Activate__ button for Hayu Subscriptions, which will take you to the Hayu website.

4. When you arrive on Hayu’s activation page, select __Get it now!__

5. Fill out the form to create a Hayu account, then select __Next__, then __Activate my subscription.__

6. Select __OK__, and you’ll be all set to start enjoying Hayu!
  </div>

<div class="collapsible">
  <h3> How to access Hayu </h3>
</div>
<div class="content">

Once you sign up for Hayu, you’ll receive an activation email. Please follow the instructions in that email or refer to the __Activating your Hayu Subscription__ section.
  </div>

<div class="collapsible">
  <h3> How to cancel your Hayu subscription through Koodo </h3>
</div>
<div class="content">

You can cancel your Hayu standalone subscription by following these steps:

1. Log in to Koodo Self Serve through a web browser (Google Chrome, Firefox, Safari, etc.)

2. From the ‘Self Serve’ dropdown menu, select __Internet and subscription__

3. Select the __Manage__ link for the subscription box you want to cancel

4. Select __Cancel my subscription__

__Heads up!__ If you cancel your Hayu subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.
  </div>

<div class="collapsible">
  <h3> How to change your credit card details </h3>
</div>
<div class="content">

1. Log in to Koodo Self Serve via a web browser (Google Chrome, Firefox, Safari, etc.)

2. From the ‘Self Serve’ dropdown menu, select __Internet and subscriptions__

3. Under ‘Manage your payment info,’ select __Update your credit cards__.

4. By your existing card details, select __Update card__.
  </div>

<div class="collapsible">
  <h3> How to view your past receipts </h3>
</div>
<div class="content">

1. Log in to your Koodo Self Serve account via a web browser (Google Chrome, Firefox, Safari, etc.)

2. From the ‘Self Serve’ dropdown menu, select __Internet and subscriptions__

3. Under ‘Manage your payment info,’ select __View your receipts__.
  </div>

<div class="collapsible">
  <h3> 
Frequently asked questions </h3>
</div>
<div class="content">

__1. Will I be able to link my Hayu account with my Koodo account?__

Yes, if you’re an existing Hayu subscriber, you can link your Hayu account with your Koodo account.<br><br>

__2. The email address for my Koodo Self Serve account is different from the one on my Hayu account. Can I still activate?__

Yes. The email addresses on your Hayu and Koodo Self Serve accounts can be different.<br><br>

__3. How does Koodo billing work for Hayu?__

Koodo offers third-party billing for video streaming subscription services like Hayu. If you’ve purchased Hayu as a standalone subscription, it’ll be charged directly to the credit card or debit card that you’ve used to purchase it.<br><br>

__4. I was billed twice by both Hayu and Koodo for my subscription. What should I do?__

Double-billing might happen if you signed up for Hayu through Koodo but didn't finish the activation process. To avoid being double-billed, you’ll need to follow the activation steps above.

For any Hayu account questions, including ones about double-billing, check out the [Hayu help page](https://support.hayu.com/).
  </div>  
<br><br>
__Related help pages:__

- [Stream+](https://www.koodomobile.com/en/help/stream-plus)

Subscribing to Hayu through Koodo

Learn how to sign up for and manage your illico+ subscription through Koodo.

<div class="collapsible">
  <h3> How to subscribe to illico+ </h3>
</div>
<div class="content">

You can subscribe to illico+ through Koodo as long as you have at least one other Koodo product.

- After logging in to your Koodo Self Serve account, go to Koodo’s [illico+](https://www.koodomobile.com/en/shop/subscriptions/illicoplus) page and select __Add now__ to subscribe. 

- Once you purchase illico+, simply click on the __Activate now__ button on the Thank-You screen and you can start enjoying it immediately. Alternatively, you can also activate illico+ at your convenience through the confirmation email we’ll send you after your purchase.<br><br>

__Existing Stream+ customers (discount will apply)__

1. Log in to Self Serve, then go to Koodo’s [illico+](https://www.koodomobile.com/en/shop/subscriptions/illicoplus) page and select __Add now__ to subscribe.

2. To get the discount added to your illico+ subscription, please make sure that you’ve already subscribed to [Stream+](https://www.koodomobile.com/en/shop/subscriptions/streamplus) through the same Koodo account that you’re using to purchase your illico+ subscription.

You’ll receive the same illico+ content whether you’re an existing Stream+ customer or not.

__Note:__ You can subscribe to illico+ on Koodo.com with only select credit and debit cards. Purchasing at any of our Koodo retail locations or call centres, or with any other payment method, is __currently not available__.
  </div>

<div class="collapsible">
  <h3> What to do if you already have an illico+ subscription </h3>
</div>
<div class="content">

If you have a premium illico+ subscription with direct billing, you’ll need to cancel it directly with illico+ before activating it with Koodo. The activation process may take up to 30 days.

If you're not an Optik TV customer, you can watch illico+ content on the [TELUS TV+ app](https://www.telustvplus.com); however, during the waiting period, you won’t have access to the illico+ app.

__Note:__ Your viewing history won’t transfer.

If your illico+ subscription is linked to your Optik TV service plan, be sure to cancel it to avoid double billing.
  </div>

<div class="collapsible">
  <h3> How to access illico+ </h3>
</div>
<div class="content">  

illico+ is accessible through the app on Google Play, the Apple App Store, and the [illicoplus.ca](https://www.illicoplus.ca/) website.

The application is compatible with the following devices/web browsers: 

- Firestick
- Android TV
- iOS
- Safari
- Chrome
- Edge
- Chromecast 
- Apple TV
  </div>

<div class="collapsible">
  <h3> Managing your illico+ subscription </h3>
</div>
<div class="content">

You can manage and cancel your illico+ subscription by following these steps:

1. Use a browser to log in to your Koodo account. 

2. Select the __Subscriptions__ tab. 

3. Select __Manage__ for the premium subscription you want to cancel. 

4. Select the option to __Cancel__ the premium subscription. 

__Heads up!__ If you cancel your illico+ premium subscription with Koodo, you’ll immediately lose access to your streaming account. If you already had an illico+ premium subscription before activating with Koodo, your premium subscription may automatically renew with the streaming service provider if your previous payment method is current and still posted to your account. Otherwise, you may need to update your payment information in order to reactivate service with the streaming service provider.<br><br>

__How  to change your credit card information__

To update your credit card information, follow these steps: 

1. Use a browser to log in to your Koodo account. 

2. Select the __Subscriptions__ tab. 

3. Select the option to __Manage your credit cards__ in the top right corner. 

4. Select the option to __Update card__ under your current card information.<br><br>

__How to view my previous receipts__

To view your receipt history, follow these steps: 

1. Use a browser to log in to your Koodo account. 

2. Select the __Subscriptions__ tab. 

3. Select the option to __View your receipts__ in the top right corner.
  </div>

Subscribing to illico+ through Koodo

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

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

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

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

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

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

  </div>

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

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

  </div>

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

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

  </div>

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

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

  </div>

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

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

  </div>

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

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

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

  </div>

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

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

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

  </div>

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

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

  </div>

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

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

  </div>

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

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

  </div>

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

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

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

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

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

<br><br>
__Related help pages:__

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

Paying your bill

Auto-pay discount

## Limited-time offer on Device Care Complete
From April 7 to May 17, 2025, get [Device Care Complete](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/addons/manage&env=ra) on all TELUS and Koodo phones in good working condition. <br><br>

Accidents happen! We’re here to help with the Device Care Products: worry-free protection from life’s unexpected moments. The Device Care Products are an optional program that is a great way to make sure your device is covered from physical damage, technical problems, and ‘texting-in-the-tub’ failures. <br><br>

### How do I enroll in a Device Care Product?

Device Care Products can be added through Self Serve or by visiting any [Koodo shop](https://www.koodomobile.com/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021), WOW! Mobile Boutique, or Koodo-authorized dealer. Device Care BYOD and Device Care Connected cannot be added online at this time.<br><br>

### How long do I have to decide if I want to enroll in a Device Care Product?<br><br>

From the day you purchase an eligible new Koodo smartphone, smartwatch, tablet, or activate your BYOD device, you have 60 days to enroll in a Device Care Product.<br><br>

### How can I cancel my Device Care Product? 
Your Device Care Product can be cancelled at any time by visiting a [Koodo shop](https://www.koodomobile.com/find-nearest-store), by logging into [Self Serve](https://www.koodomobile.com/selfserve), or by [contacting us](https://www.koodomobile.com/contact-us). <br><br>

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

__1. What isn’t covered under the Device Care Products?__

- Defects covered by the 1-year manufacturer warranty
- Accessories, cosmetic damage, and changes or enhancements to your device
- Abuse, misuse, or intentional acts
- Problems with the device before your enrolment was in effect
- Additional exclusions apply. See terms and conditions for complete details
- Failure caused by computer viruses. 
- Device BYOD and Device Connected don’t cover lost or stolen devices.
- Additional exclusions apply. See [terms and conditions](https://www.asurion.com/claims/koodo/) for complete details.<br><br>  

__2. What service fees do I pay when I make a claim?__

To determine your replacement or service fee or to make a service request, visit  https://www.asurion.com/claims/koodo/. These costs are in addition to your monthly payments.<br><br>

__3. How does coverage for Device Care Products work?__

Your Device Care protection is tied to your phone number. To be eligible for coverage, your device needs to be connected to the Koodo network when the issue happens.

<style type="text/css">
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<table class="tg"><thead>
  <tr>
    <th class="tg-umgj">Device Category</th>
    <th class="tg-umgj">Device Care Complete</th>
    <th class="tg-umgj">Device Care BYOD</th>
    <th class="tg-umgj">Device Care Connected</th>
  </tr></thead>
<tbody>
  <tr>
    <td class="tg-zd5i">New and Certified-Pre-Owned Koodo devices</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">BYOD smartphones (purchased from Koodo or another provider)</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">New SIM-enabled Koodo smartwatches and tablets</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">✓</td>
  </tr>
</tbody>
</table>

__4.Can I add a Device Care Product if my device is already damaged?__

No, your device must meet the following criteria to enroll in any Device Care Product:

- Device must power on and navigate properly to the home screen

- The device including the screen must be undamaged with no cracks, missing parts or signs of water damage (hinges, keypad, housing, buttons, battery, etc.)

- The LCD must function correctly and be free of dead spots or bruising<br><br>

__5. Do I have an existing warranty?__

To check the status of your existing warranty, use our [warranty lookup tool](https://www.telus.com/en/support/warranty-lookup). You'll be sent to a TELUS site, but don’t worry — this info is still good for Koodo customers too. 

  </div>


Protection products

The Device Care Products

Sportsnet+ is now available through Koodo, giving you access to NHL, MLB, NBA and more with your subscription. 

Find the full list of Sportsnet+ content at [sportsnetplus.ca ](http://sportsnetplus.ca)

<div class="collapsible">
  <h3> How to subscribe to Sportsnet+ </h3>
</div>
<div class="content">

Sportsnet+ is offered as an independent subscription for new and existing Koodo customers. You can purchase Sportsnet+ on koodo.com with select credit and debit cards.

__Heads up!__ Purchasing this product at any of our Koodo retail locations or call centres or with any other payment method is __currently not available__.

To add Sportsnet+ online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/sportsnetplus) and choose “Add now” to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.
  </div>

<div class="collapsible">
  <h3> What to do if you already have a Sportsnet+ subscription </h3>
</div>
<div class="content">

If Sportsnet+ detects that you already have an active Sportsnet+ subscription on your account with them, you’ll receive a message informing you that you can manage your previous subscription from your account page.

From that message, follow the steps provided:

1. Sign into Sportsnet+ through [sportsnetplus.ca](https://www.sportsnetplus.ca/). 

2. Navigate to "My account" and select __Cancel subscription__.

3. After account cancellation, you can continue to access Sportsnet+ content until the end of your bill cycle. To find out the end date of your bill cycle, go to __My account > Subscription__

__Heads up!__ If you don’t cancel your pre-existing Sportsnet+ subscription before activating your Koodo Sportsnet+ subscription, you may be double billed. 
  </div>

<div class="collapsible">
  <h3> Activating your Sportsnet+ subscription  </h3>
</div>
<div class="content">

After you purchase Sportsnet+ with Koodo, you’ll need to activate your new Sportsnet+ account using the following steps:

1. Log in to Koodo Self Serve.

2. Select the __Subscriptions__ tab.

3. Select __Manage__ in the subscriptions box

4. Select the __Activate__ button for Sportsnet+

5. When you arrive on the Sportsnet+ activation page, select __Continue__. 

6. You’ll be asked to register to create your Sportsnet+ account. Enter your email address, then select __Continue__.

7. Select __Start Watching__, and you’re all set to start enjoying Sportsnet+
  </div>

<div class="collapsible">
  <h3> How to access Sportsnet+ </h3>
</div>
<div class="content">

Once you’re subscribed to Sportsnet+, you can access it on your mobile device or web browser. 

__To access Sportsnet+ on your mobile device:__ Download the SPORTSNET+ app on the [Google Play store](https://play.google.com/store/apps/details?id=com.rogers.sportsnet.sportsnet) or [Apple App Store](https://apps.apple.com/ca/app/sportsnet/id602321016). Log in using your SPORTSNET+ account credentials.

__To access Sportsnet+ on your browser:__ Go to [SPORTSNET+.com](https://www.sportsnetplus.ca/) on your web browser of choice, and sign in using your SPORTSNET+ account credentials.
  </div>

<div class="collapsible">
  <h3> Managing your Sportsnet+ subscription </h3>
</div>
<div class="content">

You can manage and cancel your Sportsnet+ subscription by following these steps:

1. Log in to Koodo Self Serve.

2. Select the __Subscriptions__ tab.

3. Select __Manage__ in the subscriptions box.

4. Select __Cancel my subscription__ if you would like to cancel.

__Heads up!__ If you cancel your Sportsnet+ subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.

If you already had an existing subscription to Sportsnet+ before activating through Koodo, your subscription may automatically resume with the streaming service provider, if your previous method of payment is still valid and on your account with them. Otherwise, you may have to update your payment information to resume service with the streaming service provider again.
  </div>

<div class="collapsible">
  <h3> Frequently asked questions </h3>
</div>
<div class="content">

__1. When should I contact customer service for Sportsnet+?__

If you have questions or concerns about specific functionality or programming offered by Sportsnet+, check out [their support page](https://support.amcplus.com/kb/en) to learn more.<br><br>

__2. Can I keep my Sportsnet+ account if I cancel my subscription through Koodo?__

Yes, you’ll keep your Sportsnet+ account, but you’ll need to renew your subscription through Sportsnet+ once your subscription through __Koodo__ expires.<br><br>

__3. How does Koodo billing work for Sportsnet+?__

Koodo offers third-party billing for video streaming subscription services like Sportsnet+.
If you’ve purchased Sportsnet+ as an independent subscription, it’ll be charged directly to the credit card or debit card that you’ve used to purchase it.<br><br>

__4. I was billed twice by both Sportsnet and Koodo for my subscription. What should I do?__

Double-billing might happen if you signed up for Sportsnet+ through Koodo but didn't finish the activation process. To avoid being double-billed, follow the activation steps above.

For any Sportsnet+ account questions, including ones about double-billing, check out the [Sportsnet+ help page](https://support.sportsnetplus.ca/).
  </div>

__Related help pages:__
- [Stream+](https://www.koodomobile.com/en/help/stream-plus)

Subscribing to Sportsnet+ through Koodo

<div class="collapsible">
  <div class="t-heading-h3"> What is VoLTE? </div>
</div>
<div class="content">

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

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

### What’s different?

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

### How do I use VoLTE?

Making and receiving VoLTE calls is simple. All you'll need is to:

- Use a VoLTE-compatible phone (most devices sold by Koodo after 2018 are VoLTE-capable)
- Be in a VoLTE-enabled coverage area. See our full coverage list [here](https://choosehappy.koodomobile.com/network "here.")

Most Koodo customers with phones that are VoLTE-enabled will be able to use VoLTE automatically, as long as their phones are up-to-date with the latest software and they’re in VoLTE-capable coverage areas. All calls will be carried over to the Koodo LTE network.

### Where is VoLTE available? 

VoLTE services are currently available nationally, except for the province of Saskatchewan.

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

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to activate LTE / VOLTE on your mobile device </div>
</div>
<div class="content">

__Note:__ Some new devices and software versions may not have a VoLTE setting. In these cases, VoLTE will be enabled by default if LTE is selected.

## On an Apple device:

To enable LTE on an iPhone or an iPad running iOS 13 or newer:
1.	Go to __Settings__
2.	Select __Cellular__
3.	Select __Cellular data options__
4.	Select __Voice & Data__
5.	Select __LTE, VoLTE on__

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

## On an Android device:

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

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

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

  </div>

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

__Do I have to pay more for using VoLTE?__
No. All your voice usage will be billed according to your Koodo plan, so you won't be using any of your monthly data allowance.

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

__Does VoLTE use up my data?__
No. VoLTE voice calls will be treated as regular voice calls and will not affect your data usage.

__Can I roam with VoLTE?__
Select phones (please see the 'Which devices support VoLTE' section below) with the latest software installed will be able to place and receive calls over the LTE network instead of the HSPA network while roaming in the U.S. If there isn’t any VoLTE coverage, or if customers don't have a VoLTE-enabled device, customers will continue roaming on the 4G (HSPA) network. VoLTE roaming rates will be the same as current HSPA roaming rates.

### Changes with VoLTE roaming
●	Calls shown on bills may be listed in Universal Coordinated Time (UTC), as opposed to local time<br>
●	Calls shown on bills will have the location listed (i.e. USA instead of a specific city or state)<br>
●	Some location-based short-codes might not work.<br>
●	911 calls while roaming will not show up on your bill.<br>

  </div>

  <div class="collapsible">
  <div class="t-heading-h3"> Which devices support VoLTE?  </div>
</div>
<div class="content">

### Will my phone work on the Koodo/TELUS VoLTE network?

All new phones sold by Koodo/TELUS in 2018 or later and most sold in Canada will work on the TELUS VoLTE network. If you aren’t sure how old your phone is or didn’t buy it from TELUS you can verify in the list below.

Depending on the phone model you will have to check the model number or the IMEI to verify if your device is compatible with TELUS’ VoLTE network.

You can find this information in __Settings > About Phone__ on Android phones.

### Supported VoLTE phones

All phone models supported:

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

### VoLTE support for specified phone model number
You can find your phone's model number in __Settings > About Phone__.

| Model                          | Supported model number |
|--------------------------------|------------------------|
| Huawei Mate 20 Pro             | LYA-L0C                |
| Huawei P30                     | ELE-L04                |
| Huawei P30 lite                | MAR-LX3A               |
| Huawei P30 Pro                 | VOG-L04                |
| Huawei P40                     | ANA-LX4                |
| Huawei P40 Pro                 | ELS-N04                |
| LG G6                          | LG-H873                |
| LG G7 One                      | LM-Q910UM              |
| LG G7 ThinQ                    | LM-G710AWM             |
| LG G8X                         | LM-G850UM              |
| LG K20                         | LM-X120WM              |
| LG K30                         | LM-X320WM              |
| LG K31                         | LM-K300WM              |
| LG K41S                        | LM-K410WM              |
| LG K61                         | LM-Q630UM              |
| LG K9                          | LM-X210WM              |
| LG Q Stylo+                    | LM-Q710WA              |
| LG Q6                          | LG-M703                |
| LG Q60                         | LM-X525WA              |
| LG Q70                         | LM-Q620WA              |
| LG Stylo 3 Plus                | LG-M470                |
| LG V30                         | LG-H933                |
| LG V60 ThinQ 5G                | LM-V600TM              |
| LG Velvet                      | LM-G900UM              |
| LG X Power 2                   | LG-M320G               |
| LG X Power 3                   | LM-X510WM              |
| LG X K32                       | LM-K200QM              |
| Samsung G71 XCoverPro          | SM-G715W               |
| Samsung Galaxy A03s            | SM-A037W 
| Samsung Galaxy A10e            | SM-A102W               |
| Samsung Galaxy A11             | SM-A115W               |
| Samsung Galaxy A12             | SM-A125W               |
| Samsung Galaxy A13 5G          | SM-A136W               |
| Samsung Galaxy A20             | SM-A205W               |
| Samsung Galaxy A21             | SM-A215W               |
| Samsung Galaxy A50             | SM-A505W               |
| Samsung Galaxy A51             | SM-A515W               |
| Samsung Galaxy A52             | SM-A526W               |
| Samsung Galaxy A53 5G          | SM-A536W               |
| Samsung Galaxy A70             | SM-A705W               |
| Samsung Galaxy A71             | SM-A715W               |
| Samsung Galaxy Note 10         | SM-N970W               |
| Samsung Galaxy Note 10+        | SM-N975W               |
| Samsung Galaxy Note 8          | SM-N950W               |
| Samsung Galaxy Note 9          | SM-N960W               |
| Samsung Galaxy Note20 5G       | SM-N981W               |
| Samsung Galaxy Note20 Ultra 5G | SM-N986W               |
| Samsung Galaxy S10             | SM-G973W               |
| Samsung Galaxy S10+            | SM-G975W               |
| Samsung Galaxy S10e            | SM-G970W               |
| Samsung Galaxy S20 5G          | SM-G981W               |
| Samsung Galaxy S20 FE 5G       | SM-G781W               |
| Samsung Galaxy S20 Ultra 5G    | SM-G988W               |
| Samsung Galaxy S20+ 5G         | SM-G986W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S22 5G          | SM-S901W               |
| Samsung Galaxy S22 Ultra 5G    | SM-S908W               |
| Samsung Galaxy S22+ 5G         | SM-S906W               |
| Samsung Galaxy S23             | SM-S911W               |
| Samsung Galaxy S23+            | SM-S916W               |
| Samsung Galaxy S23 Ultra       | SM-S918W               |
| Samsung Galaxy S8+             | SM-G955W               |
| Samsung Galaxy S9              | SM-G960W               |
| Samsung Galaxy S9+             | SM-G965W               |
| Samsung Galaxy XCover6 Pro     | SM-G736W               |
| Samsung Galaxy Z Flip          | SM-F700WDS             |
| Samsung Galaxy Z Flip 5G       | SM-F707W               |
| Samsung Galaxy Z Flip3 5G      | SM-F711W               |
| Samsung Galaxy Z Flip4 5G      | SM-F721W               |
| Samsung Galaxy Z Flip5         | SM-F731W               |
| Samsung Galaxy Z Fold2 5G      | SM-F916W               |
| Samsung Galaxy Z Fold3 5G      | SM-F926W               |
| Samsung Galaxy Z Fold4 5G      | SM-F936W               |
| Samsung Galaxy Z Fold5         | SM-F946W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy A32 5G          | SM-A326W               |
| Samsung Galaxy A52 5G          | SM-A526W               |

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

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

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

VoLTE or Voice over LTE is the next step in calling. Find out more about VoLTE with Koodo here. 

Calling features

VoLTE (Voice over LTE)

If you’re having trouble with data on your non-Koodo phone, you might need to configure your network settings for Koodo. The steps below may not be exactly the same on your phone, but they should help you to get started.

<div class="collapsible">
  <div class="t-heading-h3"> Activate data on your Android phone  </div>
</div>
<div class="content">

How to set up and activate data on your Android phone

### Change your APN settings

1. On your phone, go to the APN settings menu. If you have trouble finding it, search for "APN settings" or consult your phone’s user guide.

2. To add new APN Settings (the wording in your menu may vary slightly):
- Select __Mobile networks__, __Cellular networks__, or a similar option
- Select __Access Point Names__
- Select __New APN__, the __+__ icon, or __Add__

3. Enter the details exactly as listed below. Errors may prevent the service from working.

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

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<table class="tg">
<thead>
  <tr>
    <th class="tg-0pky">Field</th>
    <th class="tg-0pky">Entry</th>
    <th class="tg-0pky">Details</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0pky">Name</td>
    <td class="tg-0pky">Koodo</td>
    <td class="tg-0pky">The name is only the description of the APN and doesn’t impact the settings on your phone. For convenience, enter Koodo.</td>
  </tr>
  <tr>
    <td class="tg-0pky">APN</td>
    <td class="tg-0pky">sp.koodo.com</td>
    <td class="tg-0pky">Access Point Name: Without this entry, data and picture messaging will not work.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMSC</td>
    <td class="tg-0pky">http://aliasredirect.net/proxy/koodo/mmsc</td>
    <td class="tg-0pky">MMSC settings allow the handset to send and download picture and video messages (MMS). Some incoming MMS will still be displayed without these settings; however, it will be impossible to send any MMS without them.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMS Proxy</td>
    <td class="tg-0pky">mmscproxy.mobility.ca</td>
    <td class="tg-0pky">As above.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MMS Port</td>
    <td class="tg-0pky">8799</td>
    <td class="tg-0pky">As above.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MCC</td>
    <td class="tg-0pky">302</td>
    <td class="tg-0pky">Mobile Country Code: A unique identifier for the mobile phone operator/carrier.</td>
  </tr>
  <tr>
    <td class="tg-0pky">MNC</td>
    <td class="tg-0pky">220</td>
    <td class="tg-0pky">Mobile Network Code: Another unique identifier.</td>
  </tr>
  <tr>
    <td class="tg-0pky">APN type</td>
    <td class="tg-0pky">Default,supl,mms<br>Note: This entry is set as the default and should not need to be modified</td>
    <td class="tg-0pky">Note: Do not leave any spaces when entering default,supl,mms for services used on APN. When an application accesses the network, it provides an APN type when it requests access for data. If default,supl,mms is not an option, choose the internet&amp;MMS; option from list.</td>
  </tr>
</tbody>
</table>

4. Save if needed<br>
__Note:__ Some devices will save APN settings automatically. Others require you to save by clicking __More__ or __Menu__  or following a prompt. Consult your phone’s user guide if you have trouble finding the settings.
5. To make sure that your settings are working, turn off Wi-Fi and access the internet using your cellular network. If it doesn’t work, turn the phone off for a few seconds, then turn it back on.  For new APN settings to start working, it is often necessary to reboot the phone.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Activate data on your Apple phone  </div>
</div>
<div class="content">

### Setting up data on your iPhone? 
Don’t forget to back up your phone!
- Back up your iPhone (using iCloud or iTunes). Go to Settings > iCloud > Storage & Backup.
- Insert your new Koodo SIM card.
- Set up your phone as a new iPhone, or restore it from iCloud or iTunes.

To learn more about how to back up and restore your phone, check out the [Apple website](https://support.apple.com/en-ca/HT203977).

### How to set up and activate data on your Apple phone

Turn on your iPhone and follow the Setup Assistant, which will walk you through the setup process, including connecting to a Wi-Fi network, signing in or creating an Apple ID, setting up iCloud, turning on recommended features such as Location Services and Find My iPhone, and activating iPhone.

You can also restore your phone from an iCloud or iTunes backup during setup. 

To set up your Apple device via iTunes:

1. Ensure that the latest iTunes is installed on your computer
2. Connect your iPhone to your computer using either the USB cable that came in the box or a compatible cable
3. iTunes will start automatically and will prompt you to install an update to the carrier settings
4. Select __Update Settings__
5. iTunes will install data, SMS, and Voice services onto your smartphone
6. Navigate to __Settings > General > About__. Ensure that __Carrier__ is listed as __KOODO__

Learn more about setting up an [iPhone](http://apple.com/support/iphone/).

__Note:__ Koodo is unable to provide technical phone support for non-Koodo phones. After unlocking  your phone, your warranty might become invalid.

Older iPhone devices (with iOS 8 or older versions) need to be configured manually. Please enter the following details:

1. Under __Settings__, select __Cellular__
2. Select __Cellular Data Network__
3. Set APN settings to __sp.koodo.com__

  </div>
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If you're having a hard time setting up data on your non-Koodo phone, follow these handy tips!

Data

Setting up data on your non-Koodo phone

Stream+

We understand that some things must come to an end. Before you unsubscribe, we have a friendly reminder that there are plenty of great offers available for you in Self Serve! Go to the __Change my plan__ section in Self Serve to [see if there’s a plan](https://www.koodomobile.com/selfserve)  that’s perfect for you. You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to discuss available offers or to get answers to your other burning questions!

If you’ve explored Self Serve and chatted with our digital rep but simply couldn’t be wooed by our enticing offers, as you head out please keep in mind that:

1. You'll need to pay any outstanding bills and charges to your account.

2. If your Tab balance has not been paid off and/or you still have a remaining Tab Bonus balance, you’ll be charged the remaining Tab and/or Tab Bonus balance (subject to any applicable adjustments) on your next bill. You can log into Self Serve to find your remaining Tab and Tab Bonus balances.

3. If you're planning to move your number to another provider, you'll need to keep your Koodo account open until this process has been completed, so you don’t lose your number.

4. You'll be able to access your Self Serve for 90 days after cancellation. After 90 days, you won't be able to access your account, and you'll need to contact us in order to complete a payment.

If you'd like more information about cancelling your Koodo services, please schedule a callback through __[Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout)__. If you're out of the country and/or unable to schedule a callback, please send us a private message on [Facebook](https://www.facebook.com/Koodo).<br><br> 

<div class="collapsible">
 <div class="t-heading-h3"> Transferring your number to another provider (porting out)? </div>
</div>
<div class="content">

We’re sad to see you go, but we won’t leave you high and dry. Before you leave, here’s some important information to keep in mind:

1. There’s no need to call us to cancel; once your new service provider has completed your number transfer (port-out), your Koodo line will automatically be cancelled.

2. You’ll receive a final bill from Koodo in your Self Serve account as well as an email confirming your cancellation.

3. __Receiving a credit after cancelling your Koodo services:__ If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you.

__Heads up!__ You might notice an interruption in some services for up to __4 hours__ after a mobile number transfer and for up to __2 days__ after a landline number transfer. This entails possibly receiving some of your services (SMS, texts, calls, etc.) on your Koodo SIM card and some on your new service provider’s SIM card until the transfer is complete. 

If you continue to experience interrupted service past these allotted times, please contact your new service provider for assistance. 

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your number to TELUS? </div>
</div>
<div class="content">

Koodo customers can access 5G service, Canada-US plans, family discounts, and more great benefits with TELUS. 

If you have a Tab and/or Tab Bonus balance with Koodo, you can use [Tab carryover](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) to convert those balances to TELUS Easy Payment and Device Discount balances and continue making monthly payments towards your device with TELUS.

- You can move your service to TELUS and carry over your Tab at any TELUS or Koodo store, authorized dealer, retailer, or over the phone with our sales and support teams. In some cases, a credit check may be required to activate your new TELUS service.

- You must complete at least 90 days of your current Tab agreement before being able to transfer balances to TELUS. 

- Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

- To carry your Tab balance to TELUS, both TELUS and Koodo account holders must approve: 

  - If you're not the holder of the Koodo account, please ensure that the Koodo account holder or an authorized user is available to approve the transaction. 

  - If you're creating a new account with TELUS, you'll be the account holder. If you're adding a line to an existing TELUS account, the holder of that account must approve the new line.
    </div>

<div class="collapsible">
 <div class="t-heading-h3"> Need help cancelling a line for a customer who is deceased? </div>
</div>
<div class="content">

You’ll have 3 options:

- Complete a transfer of ownership

- Cancel the subscriber(s) line

- Cancel the account on behalf of the deceased customer

Please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will help you with your preferred option. You'll be required to provide the account PIN or be asked to validate three pieces of information we have on file: Date of birth, Driver’s license, last 3 digits of the SIN, last 4 digits of the credit card.

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

__Where can I [return](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone?search_api_views_article_search_fulltext=returning) equipment?__

- __In-store purchases__: You can return your Koodo phone within 15 days of purchase. Just take it back to the shop/retailer in near-new condition and with the original packaging.
- __Online purchases__: If you bought the phone online, you can return your device within 30 days of purchase. You'll need to get in touch with our Web Store team first. You can do so by scheduling a callback through [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support).

  </div>
 <br><br>

<div class="help-banner">
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     "backgroundImageOffset":0,
     "heading":{
        "level":"h2",
        "text":"Want your data to be endless?",
        "style":{
           "color":"#016B6A"
        }
     },
     "subText":{
        "size":"medium",
 "text":"Switch to TELUS",
        "style":{
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<br><br>

__Related help pages:__
- [Your Koodo bill after you cancel](https://www.koodomobile.com/en/help/your-koodo-bill-after-you-cancel)
- [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)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Setting up pre-authorized payments](https://staging.www.koodomobile.com/en/help/setting-pre-authorized-payments)
- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [TELUS IP Relay](https://www.koodomobile.com/en/help/IP-Relay?search_api_views_article_search_fulltext=ip%20relay)

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Before cancelling your account, there are a few things you need to know. Check them out here. 

Things to know about cancelling your Koodo services

![Koodo SIM cards fit standard, micro, and nano readers.](//images.ctfassets.net/8cecwr1x4jkf/xRdIYP7WcX505jL1DBGOZ/3b5ae260d4eb1c7b4af6eaaa26bda6d5/sim_card_animation_3.gif?w=300)

A SIM is a tiny card with a big job! It stores your data and phone number and carries a unique identification number that links you to a specific mobile phone company. (Your text messages are not stored on your SIM and will not be transferred from your old phone.)

Without a SIM card inside your phone, or if the SIM is not working correctly, your phone will not be able to make calls, send texts, or connect to your mobile network. 

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

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

### New to Koodo?

The SIM card we’ve included with your online order has all 3 card sizes (Standard, Micro, and Nano) in 1 convenient package. Simply push out the SIM card size that fits your phone, insert it into your phone, and start using your Koodo services. Once you insert your new SIM card, your phone number will be active.

If you ever plan on transferring your number from another provider to Koodo, you can check out our [help page](https://www.koodomobile.com/en/help/moving-your-number-koodo?search_api_views_article_search_fulltext=porting) to find out how.

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

### Activating your Prepaid SIM card?

If you have a Prepaid SIM you wish to activate, you’ll need to go to our Prepaid site to see how. [Activate here](https://activateprepaid.koodomobile.com/).

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> SIM card replacement 101 & Upgrades </div>
</div>
<div class="content">

### Need a replacement SIM card?

If you lost or damaged your old SIM card or need a SIM card of a different size, you can grab one at [your nearest Koodo store](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores)! Once you’ve got your new SIM card, you’ll need to officially change your SIM card in Self Serve - just follow the numbered instructions in the __‘Updating your SIM card in Self Serve’__ section below!

### Got a new Koodo SIM card with your upgrade? Not sure if you need to replace your old one?

All phones upgraded online come with a SIM card to be used as a spare in case you lose the one you’ve got or it becomes damaged - if this does ever happen, you’ll need to register and change the SIM card in Self Serve before you can use it. 

### Your old SIM fits in your new phone? 

Great! All you have to do is pop your old SIM card into your new phone - your phone number and your plan will both be active on your new phone. (Your text messages are stored on your phone, not on your SIM card, and will not be automatically transferred from your old phone to your new phone. If you’d like to keep them, make sure you’ve backed them up somewhere.)

### Your old SIM card doesn’t fit into your new phone’s SIM card slot? 

No problem! You’ll need to replace your old SIM with one of the three SIM card sizes we’ve included with your order.

Once you’ve determined which size will fit your new phone, simply push out the large white card (Standard), the medium multi-colored card (Micro), or the small white card (Nano) and log into your Self Serve account to update your old SIM card with the new one we sent you. __Before you start this, don’t remove the SIM card that’s already in your old phone, and make sure the phone is on, because we’ll be sending a verification code to your old phone with the old SIM card.__<br><br>

### Updating your SIM card in Self Serve 

__Note:__ To protect your privacy, this transaction can’t be done over the phone with the help of a rep and must be completed online through Self Serve.

1. Log in to your [Self Serve](https://www.koodomobile.com/my-account/overview) account.
2. On the Overview page, click __Self Serve__ and select __Mobile services__ from the drop-down menu.
3. Select __Change your SIM card__.
4. Enter your new SIM number in the text box and click __Continue__.
5. A 5-digit verification code will be sent to your current phone. In case your SIM is lost/damaged, the verification code will be sent to another line or to an email address on your account.
6. Once you’ve entered the verification code, you can now insert your new SIM card into your phone. Turn the phone off and back on again. __Heads up!__ It may take up to 15 minutes for your SIM to be activated. 

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

  </div>
 <br><br>   

__Related help pages:__
- [eSIM and eSIM Vouchers](https://www.koodomobile.com/en/help/esim-and-esim-vouchers)

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Need some information about Koodo SIM cards? Find out everything you need to know here. 

SIM cards and non-Koodo phones

SIM card 101

We know that managing international long-distance calls can be confusing, so we're here to help. This page breaks down everything you need to know about our pay-per-use rates and how you can save with our Long Distance Saver or other add-ons for frequent callers. You'll also find tips for avoiding long-distance fees, like blocking outgoing international calls, and for what qualifies as long-distance.

<div class="collapsible">
  <div class="t-heading-h3"> International Long distance calling - Pay-per-use rates </div>
</div>
<div class="content">

Now it’s even easier to make international calls with Koodo. For as low as $0.80/min², you can call internationally any time and you no longer need an add-on³. Plus, you can call directly to international landlines and mobile phones for the same price.

__Find the per-minute rate for your long distance calls__
 <div id="payperuse_without_roaming"> </div>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Add our Long Distance Saver for even better rates </div>
</div>
<div class="content">

For just $7/month, the __International Long Distance Saver add-on__, which you can add to your account in [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback), lets you chat for as low as $0.05/min. All long distance calls use anytime minutes.

Choose a country from the "Calling to:" dropdown menu below to see the discounted international long-distance calling rates for calls made from Canada.

__International Long Distance Saver__

__$7/month__

<div id="payperuse_with_roaming"> </div>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> International Long Distance Add-ons </div>
</div>
<div class="content">

For select countries, you can enjoy worry-free long-distance service from within Canada by adding an International Long Distance add-on to any of our plans, which you can add to your account in [Self Serve](http://koodo.com/selfserve). No need for calling cards! All long-distance calls use anytime minutes.

You might have received a 1000 min LD add-on that includes various countries. Please check the 'My add-ons' section in Self Serve for the list of included countries.

Get long distance service from within Canada to select countries:<br><br>

- 1000min International LD Add-on (CHN, HK, IND, UK, BD, MEX): __$5/month__

  Enjoy 1000 minutes of long-distance calling to China, Hong Kong, India, UK, Bangladesh, and Mexico from within Canada.<br><br>

- U.S. Unlimited Minutes: __$15/month__

  Get unlimited long-distance minutes for your calls from within Canada to the U.S. See our FAQs at the bottom of this page for restrictions.<br><br>

- China & Hong Kong Unlimited Minutes: __$15/month__ (Macau is not included.)

  Get unlimited long-distance minutes for your calls from within Canada to Hong Kong.<br><br>

- India 1000 Minutes: __$10/month__

  Get 1000 long-distance minutes for your calls from within Canada to India. Anytime minutes apply. When 1000 minutes are exceeded, an additional long-distance rate of 2¢/min applies. <br><br>

To add one of these long-distance add-ons to your monthly plan, follow these steps:

1. Log in to [Self Serve](https://www.koodomobile.com/selfserve)
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Under __International Long Distance Saver__, select __Add to plan__
5. Review your add-ons and click __Submit__, then follow the prompts to check out.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Block outgoing international long distance calls </div>
</div>
<div class="content">

Don't want to make international long distance calls? 

1. Log in to __Self Serve__
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Click the __x__ to the left of the Pay-Per-Use Intl Long Distance add-on in the expandable box titled __Your current add-on(s).__

__Heads up:__ This doesn’t block calls to the U.S. or the Caribbean.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What’s considered long distance and what’s not? </div>
</div>
<div class="content">

### For outgoing calls

When you make a call from your Koodo phone under a Canada-wide plan, your physical location doesn't matter. You can make a call to any number within Canada from anywhere in Canada, and it's considered a local call. The only time it's a long-distance call is if you're dialing a number that's __outside of Canada.__

### For incoming calls

When you receive a call on your Koodo phone with a Canada-wide plan, it doesn't matter where you are or where the call is coming from. __All calls received while you’re in Canada__ are considered local calls. 

__Note:__ For more details about using your Koodo phone outside of Canada, please visit our [Easy Roam](https://www.koodomobile.com/en/help/easy-roam) page.

[Learn more about long distance rates on Koodo prepaid.](https://www.koodomobile.com/help/long-distance-travel-and-roaming-prepaid "Learn more about long distance rates on Koodo prepaid")

  </div>

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

__How do I dial a long-distance/international number?__

 There are 2 ways to make an international call: 
- Access code: 011-Country Code-Phone Number
- Plus dialing (Long press 0 to dial +): +Country Code-Phone number

So, for example, a call to Hong Kong would be 011-852-Phone number or +852-Phone number <br><br>

__How can I block outgoing calls to the U.S?__

There’s no option to block outgoing calls to the U.S, but if you dial a U.S. number in the 10-digit format, i.e. (3-digit area code) 123-4567, you'll hear an announcement that long-distance charges will be applied.<br><br>

__Will I get long-distance charges if I receive international calls through WhatsApp?__

No, long-distance charges are not applicable to WhatsApp, because these calls are handled like data.<br><br>

__How can I check how many long-distance minutes I’ve used?__

To view your long-distance airtime usage, you can log in to Self Serve. 

1. From the __Self Serve__ dropdown menu, select __Usage__.  
2. Under __Airtime__, select __View details__. 
3. From the __Show__ dropdown menu, select __Long distance__. <br><br>

__Which USA area codes are not included in the $15 plan?__

The following area codes will no longer be included in the Unlimited U.S. Calling add-on and will be billed at the standard pay-per-use rate:

- 712-432 (Lake Park, Iowa)
- 605-562 (Oglala, South Dakota)
- 605-475 (Redfield, South Dakota)
- 712-775 (Carroll, Iowa)
- 559-726 (Sanger, California)
- 530-881 (Verdi, California)

U.S. calling is set at 80 cents per minute without a calling package. With the long-distance saver feature, this is dropped to 5 cents per minute. There are also other calling features and packages that include varying amounts of coverage to call the U.S. <br><br>

__Do I need to inform you if I move within my province? Will it affect my bill?__ 

If you have a local calling only plan then yes; however, most of the plans we offer include nationwide calling, in which case moving within the province does not impact long-distance rates. <br><br>

__If I’m abroad and I receive a call from Canada but my voicemail answers, will I be charged?__

No, you’re only billed for SMS, data, and voice minutes used. If you receive a call but let it go to voicemail, you won’t incur a charge. __Note:__ If you check your voicemail when you're outside of Canada, you’ll have roaming charges on your bill. <br><br>

__At which times of the day can I make long-distance calls within Canada without incurring extra costs?__

If your plan is a Canada-wide unlimited plan, you get unlimited calling anywhere in Canada 24/7. <br><br>

__Will I be charged for receiving an incoming international call?__

No, it is the caller that is charged. <br><br>

__Which category does the call fall under, if you call from another country (for example, a European country) to Canada or to another European country?__

Calls made from European countries to Canada or abroad are applied at the international rates. <br><br>

__If I buy the unlimited US long-distance plan and the person I’m calling is traveling abroad, will there be other fees for me?__

Your call will be free, because we bill based on the US number you dialed. The person that you called may incur other charges when traveling abroad, which will not affect billing of your call. <br><br>

__I have a Canada-wide plan at no charge. Can I call a Canadian snowbird in the US at no charge?__  

Your call will be free, because we bill based on the Canadian number you dialed. Your Canadian snowbird friend may incur other charges when traveling to the US, which will not affect the billing of your call. <br><br>

__What’s the difference between Long Distance and Roaming?__

__Long Distance:__ This term is all about the __destination__ of your call. When you're in Canada and __you dial a number that's outside of Canada__, that's considered a long-distance call.

__Roaming:__ This term is all about __your location__ when you're making or receiving a call. Roaming comes into play when __you are physically outside of Canada__, regardless of where you're calling to or receiving a call from.

  </div>

---

1. The airtime required to connect your calls is drawn from your anytime minutes.  If you exceed your anytime minutes, an overage rate of $0.60/min applies.
2. Calls to satellite phones are charged per the satellite provider rates and are not based on the country the call terminates.
3. Calls must originate from within Canada. Anytime minutes apply. The airtime required to connect your calls is drawn from your anytime minutes. If you exceed your anytime minutes, the overage rate will be $0.60/min plus the per-minute rate for the country you’re calling (Long Distance Saver rates if you have the add-on, Pay-per-use rates otherwise). 

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Near, far, wherever the people you're calling are... You can find all about long distance calling with Koodo right here. 

Long distance

Long distance calling

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

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

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

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

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

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

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

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

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

## 1. Via Self Serve:

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

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

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

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

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

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

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

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

### Good to know:

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

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

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

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

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

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

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

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

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

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

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

__Just so you know__

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

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

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

- Your credit or debit card is expired
- The payment was made to an invalid or incorrect Koodo account number
- Your bank or credit card issuer identified fraudulent activity
- You reached the limit on your bank account or payment card
- The payment was made to a closed bank account
- The payment information provided to Koodo was incorrect

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

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

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

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

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

  </div>

<br><br>

__Related help pages:__

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

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

How to pay your bill

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

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

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

__Example:__

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

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

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

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

__Example 1:__

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

__Example 2:__

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

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

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

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

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

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

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

  </div>

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

Help_Landing_BillForNewAccountOrAddNewLine_ToArticle_Static_Link_May2023

Your Koodo phone bill after activating

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

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

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

### You can also:

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

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

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

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

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

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

__2. Can I change my billing cycle?__

No, billing cycles can’t be changed.

  </div>

<br><br>__Related help pages:__

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

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

Help_Landing_PayingYourBillInSelfServe_ToArticle_Static_Link_May2023

Paying your phone bill in Self Serve

Whether it's moving your number over to Koodo (porting your number) or understanding your first bill, [here](https://www.koodomobile.com/en/setup)'s everything you need to know if you've just set up a new line with us.

To get started with transferring your number to Koodo, please select the __"How to transfer..."__ dropdown menu that applies to you, then follow the steps:

<div class="collapsible">
<div class="t-heading-h3"> How to transfer/port your number if you're a Koodo Postpaid customer </div>
</div>
<div class="content">

__Step 1:__ Have your device with your old SIM card ready (or keep your old eSIM active), and keep your number active with your previous service provider until the transfer is complete.

__Step 2:__ Log in to or register for [Self Serve](http://koodo.com/selfserve).

__Step 3:__ Go to [koodo.com/changenumber](http://koodo.com/changenumber) and select __Transfer your number from another provider__.

__Step 4:__ Enter all the required details, including the number you want to transfer.

__Step 5:__ After submitting your transfer request, a text message will be sent to your old SIM card (or eSIM). Reply __YES__ to the text message __within 90 minutes__ to confirm your transfer.

__Step 6:__ Insert your new SIM card into your device or [activate your new eSIM](https://www.koodomobile.com/en/help/esim-and-esim-vouchers), and turn on your device to complete the activation. The transfer process may take up to __2.5 hours__.

Once the port request is submitted, you can track it by logging in to Self Serve. If your port doesn’t go through because of an incorrect account number or IMEI number, you can resubmit the request through Self Serve. 

If you experience any issues during the transfer process, we're here to help! Just go to [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ and our digital rep will help troubleshoot your issue.
  </div>  

<div class="collapsible">
  <div class="t-heading-h3"> Transferring your eSIM to Koodo </div>
</div>
<div class="content">

If you use an eSIM, you will need to ensure your old service provider’s eSIM is still activated on your device. You will receive a Security Verification text message from your old service provider on your old device. You must respond to that message to complete the number transfer. Therefore, do not delete your old eSIM.

Here’s how you can make sure the old service provider’s eSIM is still active so that you will receive the security verification text message:

__iOS:__

![New to Koodo - Image 1](//images.ctfassets.net/8cecwr1x4jkf/4EuOkjnNqDiLn9xyhyWKED/ea4834f1f7e055639c0ddff0e5b0f1d3/New_to_Koodo_-_Image_1.PNG?w=950)

![New to Koodo - Image 2](//images.ctfassets.net/8cecwr1x4jkf/6vgTMCsu2Y0XNjShpAMutI/71ec01231773e2cdce2a5d2e2e4e00f3/New_to_Koodo_-_Image_2.PNG?w=950)

<br><br>__Android:__

![Android EN 1](//images.ctfassets.net/8cecwr1x4jkf/6BboH0bSr0HJ7HEOm5sKZO/62c1f1712690ede1ff1e14d7dbb9c7dd/Android_EN_1.PNG?w=800)

![Android EN 2](//images.ctfassets.net/8cecwr1x4jkf/2Mpjh3tSnxyLnbK6KlpFhu/0d2e0c913fd54338707eafe59a5494a0/Android_EN_2.PNG?w=800)

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How to transfer your number if you're a Koodo Prepaid customer </div>
</div>
<div class="content">

You’re a Koodo Prepaid customer if you pay before using your service and do not have a contract.

To request a phone number transfer during a new Koodo Prepaid activation, follow the steps below.

__Before you begin:__

- Have your phone in hand and make sure your previous SIM card is still inserted, or if you use an eSIM, keep your previous provider’s eSIM activated.
- Keep your number active with your previous service provider until the transfer is complete.

__Step 1:__ Complete the first step (["Getting Started"](https://activateprepaid.koodomobile.com/)) of the activation flow (in Self Serve).

__Step 2:__ Follow specific instructions from where you’re transferring from <br><br>

__Transferring from TELUS Prepaid__

1. On the Choose phone number step, select a new phone number.
2. Complete your activation and place your new Koodo Prepaid SIM into your mobile phone, or if you use an eSIM, activate your new Koodo eSIM).<br><br>

__Transferring from Public Mobile__

To initiate a number transfer, you’ll need to request a callback from a rep. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp. <br><br>

__Transferring from other Prepaid Carriers__

1. On the Choose phone number step, select __Transfer an existing number from another provider.__

2. Submit all required details, including the number you want to transfer.

3. Before removing your previous SIM card, or deactivating your previous eSIM, from your phone, you must respond to the port confirmation SMS from your previous service provider within 90 mins.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Common issues with porting </div>
</div>
<div class="content">

If your porting request doesn’t go through, there could be a few reasons behind it. You can follow these steps to fix it:

__1. Double-check your information:__ Please verify your account details, including the account number and PIN, with your current service provider to make sure that all the information you provided for the porting request is accurate.

__2. Resolve any outstanding issues:__ If your current account has unpaid bills or contractual obligations, make sure to address them before trying to port in again.

__3. Retry the porting request:__ Once you’ve resolved any issues and confirmed the accuracy of your information, you can initiate the porting request again. If you still need help, please go to Koodo Assist to schedule a callback with a representative, who can help you with the process.

__Note:__ These steps are general guidelines, and it's always a good idea to contact your current service provider and Koodo for personalized help with resolving the porting issue.
  </div>

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

__1. How will I know if the port went through successfully? Will I be notified once the port has been completed?__

Once the port request is submitted, you can track your port request by logging in to [Self Serve](http://koodo.com/selfserve). With your old SIM card still in your phone or with your old eSIM still activated, you’ll receive an authorization SMS, asking you to authorize the transfer. Reply YES to confirm the number transfer to Koodo. Once you’ve replied YES, insert your Koodo SIM card (or activate your Koodo eSIM). When the transfer has been completed, you'll receive the following SMS from Koodo:

“Koodo Message: Welcome to Koodo. Your transfer request has been completed successfully. Please restart your phone now for the transfer to take effect. Thanks for being a Koodo customer. Free Koodo msg."<br><br>

__2. How do I transfer my number from one Koodo account to another Koodo account?__

Sorry, we’re unable to transfer a Koodo number from one line to another pre-existing Koodo line, but don't fret! We have a solution - you can initiate a [TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town) and transfer the line and number to another account.<br><br> 

__3. Is there a fee to port a number?__

Great news! Porting a number to Koodo can be done through Self Serve - free of charge!<br><br> 

__4. Can I transfer a cell phone number from another company to a new Koodo cell phone without having the old cell phone or SIM card in my possession (it’s lost, stolen, etc.)?__

Yes, it’s possible, but in order to complete your number transfer to Koodo, it would require you to contact your original service provider within 90 minutes of initiating the number transfer with us.<br><br>

__5. Is it possible to transfer my residential line to a cell phone?__ 

Yes, it is possible and we’re more than happy to help! It’ll require you to schedule a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__6. How do I transfer my home phone number with a different service provider to Koodo?__

The steps to transfer your [home phone](https://www.koodomobile.com/phones/wireless-home-phone) number are similar to those outlined under “Koodo Postpaid” above:

1.	From the __Self Serve__ drop-down menu, select __Mobile services__.
2.	Next to __Manage your phone number__, select __Manage__.
3.	Select __Transfer your phone number__, then enter the home number you want to bring to Koodo.

After Step 3, you’ll be prompted to request a callback from a rep in order to complete the number transfer. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp.

If you have a Koodo wireless home service, it's possible to transfer it to a Koodo mobile line. To get started, book a callback via [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__7. When I move to a different province, can I keep my Koodo account and phone number?__

Yes, you can keep your account and phone number when moving to another province. Please keep in mind that you won’t have a local number anymore.<br><br>

__8. Can I transfer my TELUS Prepaid or Koodo Prepaid number to Koodo Postpaid if my account is inactive or in suspend?__

If you're a Koodo Prepaid customer and your account is in suspend, you can move your number to Koodo Postpaid without topping up. TELUS Prepaid customers will have to top up and ensure their accounts are active.<br><br>

__9. Why didn’t my port request go through?__

If you’re having issues porting your phone number to Koodo, it could be because you didn’t respond within 90 minutes, or the information you provided was incorrect (e.g. the account number or IMEI). Please double-check that your information is correct with your current provider and feel free to reach out to Koodo Assist for more help. You can always try the port request again or re-submit port in [Self Serve](http://koodo.com/selfserve).<br><br>

__10. Can I re-submit my port request?__

If your port fails due to an incorrect account number or IMEI number, you can resubmit the request through [Self Serve](http://koodo.com/selfserve). 
  </div>

<br><br>

__Related help pages:__

- [Moving from Prepaid to Postpaid (monthly) service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service) 
- [The 101 on Koodo wireless home phone](https://www.koodomobile.com/en/help/101-koodo-wireless-home-phone)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

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Got a number you want to move to Koodo? That's easy, find out all about moving your number to Koodo here. 

TransferNumberToKoodo_ToArticle_Static_Link_May2023

Moving your number to Koodo

Prepaid

New to Koodo? 

Learn how to set up physical SIM cards, eSIMs, and eSIM vouchers in Apple and Android phones.

<div class="collapsible">
 <div class="t-heading-h3"> Learn about SIM cards and eSIMs </div>
</div>
<div class="content">

__What’s a SIM card?__

- The Subscriber Identity Module (or SIM, for short) is a way for customers to connect to the Koodo network
- A SIM card can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
- By using both a physical SIM card and an embedded SIM card (eSIM), you can use __two phone numbers on one smartphone__. 
- Both the phone numbers can make and receive voice calls as well as send and receive text messages (SMS) and multimedia messages (MMS). 

__What’s an eSIM?__

- An eSIM is an industry-standard __digital SIM__ that allows you to activate a cellular plan from Koodo without having to use a physical SIM
- Most newer phone models already come with eSIM support. To view the list of eligible models, please see the __“What you’ll need (eligible phone models)”__ table below

__What’s an eSIM voucher?__

An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones. To move one of your phone numbers to an eSIM, purchase an eSIM voucher at your nearest [Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) and complete a SIM swap using Self Serve. 

__How does dual SIM work?__

If a smartphone has a dual SIM, it means that both a physical SIM card and an electronic SIM card (eSIM) are being used on this one device, each with its own phone number. Both the phone numbers can make and receive voice calls and can send and receive text messages (SMS) and multimedia messages (MMS). 

This means you can have up to two phone numbers on one device (for example, you can add a second phone line when travelling internationally).

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What you’ll need </div>
</div>
<div class="content">

<style type="text/css">
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.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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<table class="tg">
<thead>
  <tr>
    <th class="tg-0pky">iOS</th>
    <th class="tg-0pky">Android</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0pky">iPhone XS, XS Max, XR or newer<br><br>iPhone SE (2nd generation) or newer<br><br>Any eSIM compatible iPad. See apple.com</td>
    <td class="tg-0pky">Google Pixel 3a, 3a XL, 4, 4 XL or newer<br><br>Motorola Edge (2023) and all later Edge models<br><br>Motorola Razr (XT2000-2/Single eSIM only) and all later Razr models<br><br>Huawei P40, P40 pro<br><br>Samsung Galaxy Note20 and Note20 Ultra (January 2022 software update or later)<br><br>Samsung Galaxy S21 5G, Samsung Galaxy S21+ 5G, Samsung Galaxy S21 Ultra 5G (software version ending in BUK8 or later)<br><br>Samsung Galaxy S22 series and all later S models<br><br>Samsung Galaxy Z Flip3 5G and Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Flip4 5G and all later Flip models<br><br>Samsung Galaxy Z Fold3 5G (June 2022 software update or later)<br><br>Samsung Galaxy Z Fold4 5G and all later Fold models<br><br>Samsung Galaxy XCover6 Pro</td>
  </tr>
  <tr>
    <td class="tg-0pky">iOS 12.1 or newer</td>
    <td class="tg-0pky">Android 10 or newer</td>
  </tr>
</tbody>
</table>

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up an eSIM on Android </div>
</div>
<div class="content">

You can activate your eSIM in either of the following ways:

1. __Android eSIM carrier activation:__ If you selected the eSIM option while purchasing your device, an eSIM will have been assigned to your phone. 

    - On newer devices, all you need to do is turn the device on, and follow the instructions during setup to activate your eSIM and connect to our network.

    - If the eSIM does not download automatically, use the QR code to initiate the download. See How do I download the eSIM using a QR code?

2. You can also purchase a Koodo eSIM voucher at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). <br><br>

__How do I download the eSIM using a QR code?__

If you selected the eSIM option when activating your device, an eSIM will have been assigned to your phone. Make sure your device is connected to Wi-Fi and use the following steps to download the eSIM waiting for you. 

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan QR code

Note that on some devices, after downloading the eSIM, you will need to turn it on in __Settings__ before it will connect to the network. 

![QR code - eSIM page](//images.ctfassets.net/8cecwr1x4jkf/48mGdC59ibP6X8U66MXdoA/dfc4140418abd9015ed4a04edc2a5af7/QR_code.JPG?w=250) <br><br>

__How do I activate the eSIM using a QR code voucher?__

If you purchased an eSIM QR Voucher, you need first to swap eSIM in self-serve, then scan the QR code using the camera app, and follow the steps indicated below:

__Pixel__

1. Go to Settings > Network and Internet > SIMs
2. Tap + Add SIM > Download a new eSIM > Yes
3. Scan voucher's QR code
4. Tap Download

__Samsung__

1. Go to Settings > Connections > SIM manager
2. Tap + Add SIM 
3. Tap Scan carrier QR Code and scan the QR code voucher
4. Tap Confirm

__Motorola__

1. Go to Settings > Network and Internet 
2. Tap + besides Mobile Carrier
3. Tap Download a SIM instead
4. Scan voucher's QR code

__How do I transfer my existing number to the eSIM on a newer device?__

Most new Android devices come with built-in options to transfer eSIM from one Android to another using on-device options. If you don't see these options on your device, you can swap using an eSIM voucher.

Before you start, make sure your new phone is connected to Wi-Fi. While the steps below cover the most common setup procedures, there might be slight variations depending on your phone model.

__Pixel or Motorola:__

1. Go to __Settings__ on the new device
2. Tap __Network and Internet__
3. Tap __SIMs__
4. Tap __+ Add SIM__ 
5. Tap __Transfer a SIM from another device__
6. Tap to select __Koodo__
7. Tap __Pixel or Android device__ and a QR code will be displayed on this new device
8. Tap __Next__ on the new device and a transfer prompt will be displayed on the old device. 
9. Open the camera on the old device and scan the QR code displaying on the new one. 
10. Tap __Convert & Transfer__ on the new phone. 
11. Enter PIN or scan the fingerprint on the old device to confirm the transfer and the SIM transfer will complete. 
12. Tap __Settings__ on the new device.
13. Tap on the inactive SIM
14. Toggle on __Use SIM__ and tap on __Turn on__.

The new SIM card is now set up and ready to use with your device.

__Samsung:__

1. Go to __Settings__ on the new device
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap __Add eSIM__
5. Tap __Transfer SIM from another device__. The new device will look for any supported Android device nearby that can be used as a source for the SIM transfer.
6. Take the active old device and tap Transfer on its screen when the prompt appears.
7. Enter the verification code displayed on the new device into the active old device.
8. Tap __Transfer__ on the new device
9. Tap __Confirm__ on the old device and the eSIM transfer will begin

__How do I convert a physical SIM to an eSIM on the same phone?__

To convert a physical SIM to an eSIM on the same phone, you need a Samsung that’s been updated to One UI 6.1 or newer:

1. Go to __Settings__
2. Tap __Connections__
3. Tap __SIM manager__
4. Tap on the physical SIM to convert
5. Tap __Convert to eSIM__
6. Tap __Convert eSIM__ to confirm
7. Once the transfer is completed, remove the physical SIM from the phone. 

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Setting up an eSIM on Apple </div>
</div>
<div class="content">

__How do I convert a physical SIM card to an eSIM on the same phone?__

__Existing customers:__

To convert a physical SIM card to an eSIM on the same iPhone using eSIM Quick Transfer, go to: __Settings > Cellular > Tap Convert to eSIM > Tap Convert Cellular Plan__

- Wait for your eSIM to activate. Your previous SIM card is deactivated when the cellular plan on your iPhone activates.
- Remove the physical SIM from your iPhone. Then restart your iPhone.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer
<br><br>

__How do I transfer my existing number to the eSIM on a newer device?__

__Existing customers:__

  1. If you’re upgrading or replacing a device, click [here](https://www.koodomobile.com/en/help/koodo-sim-support).
  2. If you’re transferring a physical SIM card or an eSIM on a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: Settings > Cellular > Set Up Cellular or __Add eSIM__ > Tap __Transfer from Nearby iPhone (or iPad).__ Follow the prompts on both devices to complete the transfer.

__Note:__ Apple eSIM Quick Transfer requires iOS 16.4 or newer on iPhone or iOS 17 or later on iPad.
<br><br>

__New customers:__

You can purchase an eSIM QR voucher in a [Koodo store](https://www.koodomobile.com/en/find-nearest-store) <br><br>

__How do I activate the eSIM using a QR Voucher?__

If you’re activating your eSIM after setting up your phone, you need to purchase an eSIM QR voucher from a [Koodo store](https://www.koodomobile.com/en/find-nearest-store). After you receive your voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:

__Go to:__ Settings > Cellular > Add eSIM> Use QR Code > Scan the QR Code using the Camera App until you see a message that says __“A cellular plan from Koodo is ready to be added to the iPhone"__ > Choose labels for each of your cellular plans > Set your default line

  </div>

<div class="collapsible">
 <div class="t-heading-h3"> How to swap eSIMs </div>
</div>
<div class="content">

You can swap your eSIMs when switching to a new phone or replacing your eSIM-enabled phone in Self Serve. You must be an Owner or Manager on the account, and you’ll need the following:

1. A new Koodo eSIM voucher and its 19-digit SIM number
2. An active phone (on which you’ll be swapping the SIM)

  </div>

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

__1. Which rate plans are available for eSIM?__

Any in-market Koodo rate plan (prepaid or postpaid) is available on eSIM. <br><br>

__2. Do I need an active physical SIM in my phone to activate an eSIM?__

Most recent models allow activation of an eSIM without a need for a physical SIM; however, some older ones do require having an active physical SIM first before having an option to add an eSIM. For example, Samsung Galaxy Note20 requires a physical SIM to be active before adding an eSIM. <br><br>

__3. How do I know which line I’m using at any given time?__

Each line is individually labeled to differentiate between numbers. These labels can be customised and may vary depending on the operating system and the active carrier. <br><br>

__4. What happens when I receive a call on my secondary line while I’m on a call on my primary line?__

Both lines can be connected to the network at all times. 

- If you’re on a call using one line, the other line will be on standby. 
- If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail.  <br><br>

__5. If both the lines have mobile data, which one can I use and which one will show on my bill?__

Both lines can access mobile data, but only one line can access mobile data at any given time to prevent duplicate charges. Your usage will reflect the line that you’ve selected to use as the default at any given time. The default line can be changed in your phone’s settings. <br><br>

__6. I currently have two mobile lines at Koodo on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?__

To move one of your phone numbers to an eSIM, you’ll have to purchase a voucher at a Koodo store and complete a SIM swap in Self Serve. <br><br>

__7. How will I be billed for calls and text messages?__

Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed the amount of voice minutes or messages included in your plan. <br><br>

__8. When travelling, can I use a foreign carrier’s eSIM on my Koodo phone?__

Yes, if available, you can use a foreign carrier’s eSIM plan when traveling to countries outside of Canada, if their network is compatible with your phone. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM. <br><br>

__9. How will I be billed for my eSIM if I roam abroad?__

Roaming rates and services are billed according to your rate plan. For more details on how you’ll be billed when roaming, check out our Pay-per-use [rates](https://www.koodomobile.com/en/payperuse). <br><br>

__10. Can I activate an eSIM from another carrier on my Koodo smartphone?__

Yes, Koodo customers can activate an eSIM from another carrier on their Koodo eSIM-capable phone. The other carrier must support eSIM functionality on the phone. <br><br>

__11. Can I delete my eSIM profile?__

Yes, you can delete your eSIM profile, but please note that deleting your eSIM profile isn't the same as cancelling the line on the network, so you’ll continue to be billed.

To proceed with deleting your profile, go to your phone’s network/cellular settings and locate the line (eSIM profile) you want to delete. <br><br>

__12. If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?__

No, an eSIM voucher can be used and scanned __only once__. 

__Note:__ Koodo is not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-Koodo eSIM. If your phone’s eSIM line is currently active through a carrier other than Koodo, you’re responsible for the following:

1. Obtaining and activating a new eSIM card from the carrier
2. Any charges that your carrier may apply for a replacement eSIM card <br><br>

__13. Do I need a Wi-Fi network to activate my eSIM?__

Yes, to activate an eSIM you’ll need a Wi-Fi or cellular connection.

  </div>

<br><br>__Related help pages:__
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)
- [Prepaid SIM cards](https://www.koodomobile.com/en/help/prepaid-sim-cards)

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An eSIM is an embedded SIM. Like a physical SIM card, an eSIM from Koodo allows you to connect to the Koodo mobile network. An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to two phone numbers on select smartphones.

eSIM and eSIM Vouchers

While we don’t have a Koodo app, our site is mobile-friendly! 

You can add the mobile-optimized Koodo Self Serve site to your phone's home screen so you can keep tracking your usage, billing and more. It's basically like bookmarking the site on your phone for easy access. See our instructions below for both iPhone and Android.

<div class="collapsible">
  <div class="t-heading-h3"> How to add Self Serve on your iPhone home screen</div>
</div>

<div class="content">
1. Open your phone's browser and go to <a href="http://koodomobile.com/selfserve" target="blank">koodomobile.com/selfserve</a>
<br>  
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/5XdtGauXSOwEuJJtJfEdHU/b066437b014c8fd3518049f1695f34fd/ios_screen_1_0.png?w=281&h=499" alt="Koodo Self Serve Mobile Login Page, ios">
<br>
<br>
2. Select the Share icon at the bottom of the screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/77CRKDeqZsDLKzmEczWjui/2f822733eb03d2024e664f8e7eb6418f/ios_screen_2.png?w=281&h=499" alt="Koodo Self Serve Mobile Share Icon, ios">
<br>
  <br>
3. A menu will appear. Select Add to home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/3X2G23OSevWdueN9hYewHQ/49420652dd90eadb6e997cdb0e7e079a/ios_screen_3.png?w=281&h=499" alt="Koodo Self Serve Mobile Add to Home Screen, ios">
<br>
  <br>
4. Edit the name of the shortcut so you can easily find it on your home screen. Tap Add on the top right hand corner to create the icon on the home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/1zQoxD4GvMRVpvCR3lWvsM/e7157dc7d0c3a6bc6342aec34db7765a/ios_screen_4.png?w=281&h=499" alt="Koodo Self Serve Mobile Edit Name, ios">
<br>
  <br>
5. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/271CkARich9Cw5zOpd2p3M/43233bd8972ca247ecef9caa88db7229/ios_screen_5.jpg?w=281&h=499" alt="Koodo Self Serve Mobile Icon, ios">
<br>
</div>

<div class="collapsible">
  <div class="t-heading-h3">How to add Self Serve on your Android phone home screen</div>
</div>

<div class="content">
1. Open your phone's browser, go to <a href="http://koodomobile.com/selfserve">koodomobile.com/selfserve</a> and select the menu button.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/40LA6FxTmQNY07EjImF21K/484708c3a7a55c63fef9e1dcc1f17d8b/android_screen_1.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Menu, Android">
<br>
  <br>
2. Select Add to home screen.
<br>
  <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/5q5tHulaa4GVEGDJoxC2QD/979dc3e7b4967562b965301d8c5a4098/android_screen_2.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Add to Home Screen, Android">
<br>
 <br>
3. Edit the name of the shortcut so you can easily find it on your home screen. Tap Add to create the icon on the home screen.
<br>
 <br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/2nvLwdIJ1O5Soi29qP6lVJ/3a83f5f8b7020dfadf466b6ef7aa8f2e/android_screen_3.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Edit Name, Android">
<br>
<br>
4. That's it! Now you can access Self Serve on your phone's home screen. You can move the icon by tapping, holding, and dragging it to your desired destination, similar to any other app.
<br>
<br>
<img src="//images.ctfassets.net/8cecwr1x4jkf/7uwZEc5aM0SFyb8hT3uDvS/6c803a29e8ba3a1ab2d7b6c04067d234/android_screen_4.jpeg?w=281&h=499" alt="Koodo Self Serve Mobile Icon, Android">
<br>
</div>

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Looking for a Koodo App? Find out how to add our mobile optimized Koodo Self Serve to your homescreen here.

Log in & Profile

Self Serve mobile site

Using Koodo Self Serve on your mobile phone

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

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

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

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

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

If you activated or upgraded in store, you'll see a one-time connection fee charge on your first bill. The connection fee is waived for all activations and renewals completed online, but there’s a one-time SIM card fee of $10 for online activations.

  </div>

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

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

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

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

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Additional airtime charges </div>
</div>
<div class="content">

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

See the video:

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

  </div>

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

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

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

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Messaging and data charges </div>
</div>
<div class="content">

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

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

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

  </div>

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

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

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

  </div>

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

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

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Long distance and roaming charges </div>
</div>
<div class="content">

__If you're on a Canada-wide plan__ 

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

### __U.S. long distance calling__  

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

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

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

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

See the video:

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

  </div>

<div class="collapsible">
 <div class="t-heading-h3"> Application purchase charge </div>
</div>
<div class="content">

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

Some __examples__ of purchases that can be made are: 

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

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

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

__1. What does it mean when it says I have a (-) negative on my bill? Are you going to reimburse me?__

If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you. <br><br>

__2. Why am I charged for my SIM card before I’ve even activated it?__

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

__3. Why was I charged for calling 411?__

You’ll get a 411 charge when you call Directory Assistance for a phone number or info. It’s $3.50 per call, plus standard airtime charges (call completion isn't available). They’ll text you the 411 listing for free. Just a heads up, roaming airtime charges apply in the US (not covered by roaming passes). 

  </div>

<br><br>
__Related help pages:__

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

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

Charges explained

### What’s a Pick Your Perk Plan?

Koodo’s new Pick Your Perk Plans let you personalize your phone plan with a free feature of your choosing (that’s the “perk”). All Pick Your Perk Plans let you choose one free perk, with different rate plans offering different perk options. Want more than one? You can always purchase any unselected perks as monthly add-ons (as long as they’re available with your rate plan).

<div class="collapsible">
  <div class="t-heading-h3"> What can I do with a Pick Your Perk Plan? </div>
</div>
<div class="content">

You can pick from the following perks (depending on your rate plan) in Self Serve:

- __Premium Voicemail:__ Increase voicemail storage to hold up to 25 messages, and gain access to Instant Voicemail to send voicemails to your device via MMS. 
- __Unlimited International SMS:__ Send and receive unlimited international SMS and MMS from Canada free of charge. 
- __Rollover Data:__ Keep any of your unused data from your plan and roll it over into the next month.
- __Unlimited Long Distance Pack:__ You can call friends in 27 countries from anywhere in Canada. Included countries: United States, China, Hong Kong, India, Mexico, Bangladesh, United Kingdom, Argentina, Australia, Brazil, Costa Rica, Colombia, France, Germany, Japan, Korea, Ireland, Italy, Malaysia, Netherlands, Pakistan, Peru, Philippines, Poland, Singapore, Sri Lanka, and Taiwan. 
- __Unlimited Data:__ The Unlimited Data perk allows you to use as much data as you like while in Canada and never be charged data overages. After your plan’s high-speed data is used, your maximum speed will be reduced to a maximum of 512 Kbps for the rest of your billing cycle. This means you’ll still be able to browse the Internet and use email, but video quality will be reduced and other high-bandwidth applications will take longer to load. Available only to existing customers on 5G speed plans. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP.1 
- __5G Speed Boost:__ Double your 5G speed limit with up to 500 Mbps download speed. Available only to existing customers on 5G speed plans.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Where and how will the perks appear? Who can access them? </div>
</div>
<div class="content">

- The perks will be available to new and renewing customers and can be selected/added in Self Serve (sales and call centre reps will also have the ability to add the selected feature in-store or via phone during activation or renewal): 

  After activating and logging in to your Self Serve account, you can pick your perk by selecting “[Mobile services](https://www.koodomobile.com/my-account/plans/select?redirect_url=/my-account/mobile-services&env=ra)” from the Self Serve menu.

  (You can also access Mobile services by logging into your Self Serve account, selecting a subscriber (if applicable), then selecting “Manage plans and add-ons” on the Overview page.)

  Once you’re in Mobile services, from the “My add-ons” panel, select the “Manage perks” button, then you’ll be able to pick your perk right away!

- Existing customers will be able to rate plan change through Self Serve (if they have no outstanding Tab and/or Tab Bonus balance).

- Existing customers who want to change their rate plan to a Pick Your Perk Plan that's not offered in their current Tab level will need to pay the balance before the plan change can be completed.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Pick Your Perk FAQs </div>
</div>
<div class="content">

__1. Why is Koodo adding these plans?__

At Koodo, we’re all about letting customers choose what makes them happy. Letting them pick a free perk is just another way for us to do that.

__2. Can I get these plans with TELUS?__ 

Nope! Pick Your Perk Plans are only at Koodo. But since we’re a part of the TELUS family, Koodo customers still have access to TELUS’ great network that has you covered from coast-to-coast. 

__3. Can I get these plans if I bring my own phone?__

Yup! All Pick Your Perk plans are available to all Koodo customers, even if you bring your own phone.

__4. Can I add more than one feature?__

Depending on the Pick Your Perk Plan you choose, you’ll be able to add __one perk at no extra cost__. Any of the perk options that are available for that plan can be purchased as an add-on within Self Serve. Just like Koodo’s existing add-ons, additional perk selections will be billed monthly and can be added or dropped at any time. 

__5. Are these plans available online?__

You bet. You can activate a Pick Your Perk plan online. After that, you’ll need to access Self Serve to add your perk.

__6. Will I be able to change my perk?__

You can change up your perk from month to month in Self Serve. __Heads up:__ this change will take effect at the start of your next bill cycle. 

__7. Can I add or change my perk in the middle of the month?__

You can select a different free perk in Self Serve at any time, but the change won’t take effect until the start of your next bill cycle. If you add additional perks at an extra cost, those will operate the same way as other Koodo add-ons (which means they can be added or removed from your account immediately).

__8. What is Premium Voicemail?__

Premium Voicemail is the combination of two voicemail features: The first is Voicemail 25, which increases your voicemail storage to 25 messages (an increase from the standard 10). The second is Instant Voicemail, which delivers an audio file of your voice messages to your phone via text.

__9. Can I access Pick Your Perk features with my current Koodo plan/a non-Pick Your Perk plan?__

Only customers with a Pick Your Perk Plan will have access to the free perk choice.

__10. When do feature changes take effect immediately vs first day of next bill cycle? How does this impact my features?__

If you’re upgrading or downgrading your plan and changing your free perk, the change will take effect immediately. If you’re changing your free perk but sticking to the same rate plan, the change will take effect on the first day of your next bill cycle. Any changes made to additional perk add-ons will always take effect immediately.

Switching off Rollover Data will forfeit the rolled over data bucket immediately. Switching off Unlimited Data (if in the slowed state) will block your data usage immediately (Shock Free Data).

__11. Can I move from a starter plan to one of the new plans?__

Yup. You’re always welcome to switch to one of the new Koodo Pick Your Perk rate plans.

__12. What if I don’t want to switch to a Pick Your Perk Plan?__

If you’re happy with your existing rate plan, you don’t have to change a thing! You just won’t have access to any of the “perk” features that are available with a Pick Your Perk Plan.

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Rollover Data & Unlimited Data FAQs </div>
</div>
<div class="content">

__1. How does Rollover Data work?__

At the end of the month, any data left over in your plan’s monthly data bucket will roll over to your data bucket for the next month. After you use all of your regular plan data, your Rollover Data will get used automatically. You can only keep your Rollover Data for one month, so any unused Rollover Data at the end of the month will be gone. 

The Rollover Data perk is specific to your plan. If you change your plan or remove this perk, you’ll lose the rolled over data from the previous month.<br><br>

__2. How does Unlimited Data work?__

The Unlimited Data perk allows you to use as much data as you like while in Canada and never be charged data overages. After your plan’s high-speed data is used, your maximum speed will be reduced to 512 Kbps for the rest of your billing cycle. <sup>1</sup>

This means you’ll still be able to browse the Internet and use email, but video quality will be reduced and other high-bandwidth applications will take longer to load. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP.

If you need more high-speed data until your next billing cycle, you can always buy a Fast Pass. Just add one in Self Serve or by replying to SMS data notifications. For the 411 on Fast Passes, check out our [Help page](https://www.koodomobile.com/en/help/adding-fast-passes).<br><br>

__3. Will purchasing the 5G Speed Boost perk restore my high-speed data?__

If your data is in a slowed state, the 5G Speed Boost perk won’t grant you access to more high-speed data. The only way to get more high-speed data is by purchasing a Fast Pass.

The 5G Speed Boost perk will apply to Fast Pass purchases.<br><br>

__4. Can I hotspot with my Unlimited Data?__

You can hotspot while you have access to your high-speed data bucket, but once you’ve used all your high-speed data and are in a slowed state, you will no longer be able to hotspot.<br><br>

__5. Do Rollover Data and Unlimited Data work with Easy Roam?__

Nope. The Rollover Data and Unlimited Data perks aren’t accessible while roaming with Easy Roam.   
  </div>

<br><br> 

__Unlimited Long Distance Pack restrictions:__ Calls made to phone numbers starting with the following six-digit combinations are not included in this add-on: 559-726, 712-775, 712-432, 605-562, 605-475, and 530-881. Calls made to these numbers will be billed at your standard pay-per-use rate. Macau is not included.

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Pick Your Perk Plans

Koodo’s Pick Your Perk Plans

Can't find your answer in [Self Serve](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005d&cid=telDM606696&bid=532720001)? Skip the wait.

Your questions deserve instant answers, and Koodo Assist is here to help with them. Our digital assistant will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. 

See Prepaid Koodo Assist in action at [koodomobile.com/prepaidchat](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005e&cid=telDM606696&bid=532720001). 

If you're a postpaid customer (on a monthly service), you can visit Koodo Assist at [koodomobile.com/chat](http://koodomobile.com/chat). 

## How can Koodo Assist help me?

- Koodo Assist is a digital rep that is available 24/7.

- It gets you answers to questions about your Koodo service instantly on your mobile device or desktop

- It's quick, easy to use, will answer almost any Koodo-related question 

- It can help you manage your Koodo account by performing account transactions, such as checking your account balance, resetting your account password, and topping up your data.

- If you need further assistance from a live rep, you can schedule a callback. You get to choose the time, and you can book one for the next day if we’re closed

## Getting started

__Important:__ In case you don’t see the yellow Koodo Assist icon or window at the bottom right of the “Help” home page, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [https://www.koodomobile.com/help](https://www.koodomobile.com/en/help) for help.

Koodo Assist is available on various pages of our website. Whenever you see the yellow Koodo Assist icon at the bottom right, click it to launch our digital rep.

__Note:__ For your security, you'll be prompted to log into your Koodo account before we provide any account-specific information. If you’re already logged in you’re just one click away from getting quick help from Koodo Assist. We won't ask you to enter all your info again.

## Helpful tips

- Keep your question short and simple. Our digital rep can recognize keywords to understand your question.

   __Examples:__

   “How much is my bill?”

   “Add Easy Roam”

   “Update credit card”<br><br>

   At times, you may be asked to click on a button to get more info or to move on to the next step.<br><br>

 ![Koodo Assist Button EN](//images.ctfassets.net/8cecwr1x4jkf/2Sa3hLd6dyIVpgxYEMiRg8/c75e199d75f5a96e281a27c1cebe0056/Koodo_Assist_Buttons_EN.jpg?w=500) 

- Bookmark koodo.com/chat for easy access in the future

<div class="collapsible">
<div class="t-heading-h3"> Frequently asked questions (FAQ) </div>
</div>
<div class="content">

__How can Koodo Assist help me?__

Koodo Assist will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. For the best experience, make sure to log in to your Koodo account and provide your phone number when prompted at the start of the session.<br><br>

__Which languages can our digital rep understand?__

Koodo Assist is fluent in both English and French. The assistant defaults to your preferred language on koodo.com. To change your preferred language, go to koodo.com on your mobile device or desktop and click the language/region selector next to the Login link.<br><br>

__Do I have to log in to my Koodo Self Serve account to use Koodo Assist?__

To access account-specific information: Yes, you must log in to your Koodo Self Serve account for your security.

To ask general questions: No, you don't need to log in to your Koodo Self Serve account.<br><br>

__I don’t have a Koodo Self Serve account. Can I still use Koodo Assist?__

Yes, Koodo Assist is still able to provide general information without requiring you to log in to Koodo Self Serve.<br><br> 

__I am not a Koodo customer. Can I still use Koodo Assist?__

Yes. Our digital rep helps with account questions and transactions, but it can also answer general questions.<br><br>  

__Why are you asking me to sign in and for my phone number?__

This helps our digital rep provide a better experience. When you’re signed in, it can access your account and provide you with information that’s specific to your services.<br><br>

__What if I missed my scheduled callback?__

You’ll receive a text message notifying you when you're about to receive your callback. We always make 2 attempts to reach you, so if you miss one, don't worry - we'll try calling you again.<br><br>

__Why am I not receiving my scheduled callback?__

Make sure you haven't blocked the following Koodo phone numbers, either on your phone or with our Call Control feature: 

- 1-866-995-6636 
- 1-833-665-6636

If you’re still not receiving the callback, please consider rescheduling it to a different number.<br><br>

__How do I cancel a callback?__

You could cancel your callback by answering the call and pressing 2 on your phone when prompted to cancel.<br><br>

__Why don’t you have a phone number?__

As a digital-first brand, 100% of the support we offer begins online. Whether it's managing your account or finding answers to your questions, all of our support tools are available through our website 24/7. Just scroll this page for all the handy options. 

If you've tried all the support options but you still need help from a live rep, rest assured that Koodo Assist is here to lend a helping hand and can even schedule a callback for you, so you don’t have to wait on hold.

  </div>

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Other

Koodo Assist FAQs

__Note:__ While we don’t have a Koodo app, our site is [mobile-friendly](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)!<br><br>

If you’re having trouble logging in, there’s probably a simple solution. Let us help!

## FAQ

### __1. I’m being told my username or password is invalid.__
Did you recently reconfirm some information on your account? If so, use the __email address__ and password you set up to log into Self Serve. Your username will no longer work.

### __2. I’m trying to log into Self Serve and it says “we’ve found no match for the information you entered.”__
You probably haven’t yet registered for Self Serve. Ask [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support) how you can set up your Self Serve account, and our digital rep will help you instantly!

### __3. I've just registered for a new account, but I can't view my information on Self Serve.__
If there’s already an account owner for your account, they have to approve you as a user before you can access Self Serve (usually the person who pays the bill). Have them to log in to [Self Serve](https://koodomobile.com/selfserve "Self Serve"), go to My Profile, and then Role Management to add you as a user on the account.

If you've already registered for Self Serve, it's possible you already have an account owner profile. Registering a second time will create a new Self Serve account for you, but as an account manager. In this case, you'll want to log in to Self Serve with your old account owner username and password. If you can't remember your old password, use the [Forgot password](https://profile.koodomobile.com/clientIdentity/forgottenPassword.do?parameter=init&serviceType=koodo&intcmp=MyAccount_Login_Monthly_ForgotPasswordLink_062019) link to reset your password and then log in to your account. After you confirm a few details, the next time you log in to your account, use your email address instead of your username.

If you’re still having issues, ask __Koodo Assist__ for help, or schedule a callback and one of our reps will be happy to help you with this.

### __4. When I login, I get this message: "You can’t access this account because (a) your service is cancelled or (b) your account access approval is pending."__
Either your account/phone number have been deactivated due to cancellation/non-payment or your Self Serve account needs to be approved by the account owner (usually the person who pays your phone bill). Once the account owner approves your request, you can log into Self Serve. Not sure what’s going on? [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to find out what’s up.

### __5. I get an error message when I enter an email address.__
The email address you've entered may be linked to an existing account. Try logging in with your previous Self Serve username. If that still doesn't work, [contact us](https://www.koodomobile.com/contact-us "contact us") for help.<br><br>

[Find these answers on Koodo Prepaid.](https://www.koodomobile.com/en/help/forgot-your-prepaid-password-issues-logging-prepaid "Find these answers on Koodo Prepaid.")<br><br>

__Related help pages:__

- [Forgot your password?](https://www.koodomobile.com/en/help/forgot-your-password)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone) 


Can't get in to your Koodo account? Check these top tips for when you're having problems logging in. 

Logging in

Problems logging in?

You can buy a 2-year or monthly AppleCare+ plan at Koodo stores, Wow! Mobile Boutiques and Koodo authorized dealers.

To get AppleCare+ monthly, you’ll need to visit a Koodo store within 60 days of purchase. Your phone will be inspected and should be in good condition, free from physical damage, before you can buy AppleCare+.<br><br>

AppleCare+ is not available to customers in Quebec.<br><br>

AppleCare+ covers:

__Technical support__
- Direct access to Apple experts
- Mail-in or carry-in repairs
- Express replacement services

__Apple hardware coverage__
- Your iPhone
- Battery
- Time Capsule or AirPort device
- Earphones, accessories, USB cables and power adapters
- Coverage for up to two incidents of accidental damage from handling, each subject to a service fee plus applicable tax

__Software support__
- For iOS and iCloud
- Issues connecting to wireless networks
- Questions about Apple-branded iPhone apps including FaceTime, Mail, Keynote, Pages, and more

### Not sure if you have AppleCare+? You can find out through Self Serve:

1. Log in to __[Self Serve](https://koodomobile.com/selfserve)__ 
2. From the __Self Serve__ dropdown menu, select __Mobile services__
3. Select __Manage add-ons__
4. The __“Your current add-on(s)”__ box at the top of the add-ons page will list AppleCare+ as an add-on, if you have it.

For latest AppleCare+ pricing, go to the __Phones__ page and select an iPhone. Choose a phone price, and the __"Protect your phone"__ section will show you the current AppleCare+ fee.<br><br>

__Related help pages:__
- [Device Care Complete](https://www.koodomobile.com/en/help/device-care-complete)
- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)

Just got a new iPhone with Koodo? Here's everything you need to know about Applecare+ .

AppleCare+

Adding a promo to your plan during activation is easy! Just follow these steps:

1. Go to [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com "activateprepaid.koodomobile.com") to begin your activation.

2. Follow the step-by-step process for activating online until you get to step 3, “Base Plan & Booster Add-ons”.

3. From here, you can add a promo in the following ways:

    1. __Auto-load Promo:__ All you need to do is meet the requirements for the offer. You can see which promo has been applied under the Promotions section.

    2. __Promo code:__ Scroll to the bottom of the page to the “Base Plan and Add-ons” page until you reach the “Promotion Code” field. Here, you can enter your promo code. You may be prompted for a validation code if required.
        - Please note that *if you are already eligible for an auto-load promo, the promo code you enter here will override it.* You can hit __Clear__ to go back to your auto-load promo, if you have one. When you’re happy with your selection, hit __Apply__.
        - You will see the promo name appear to confirm when it is applied correctly.
        - If you’re having trouble applying your promo code, double-check the spelling and eligibility criteria.

    3. __Refer-a-Friend code:__ When activating your new plan, enter your friend’s unique code in the “Refer-a-Friend Code” field of the Payment page.
        - Click “Add” to make sure the code is validated so you can get your $5 credit.
        - Eligible on plans greater than $15. 

 4. Be sure to confirm your subtotal before proceeding to the next steps of activation.

### How do I know if my promo was successfully applied?
During activation, at the “Review Your Order” stage, you can review your activation details including any promos applied before proceeding to payment.

Koodo Prepaid customer with a promo? Find out how to add it when you activate your plan. 

Prepaid 101 - Adding a promo when activating your plan

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

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

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

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

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

4. __Automatic top-ups:__ With automatic top-ups, leave it to us to top-up your account every 30 days with your registered credit or Visa Debit or MasterCard Debit card, just in time for your base plan renewal. Sign up today in [Self Serve](https://prepaidselfserve.koodomobile.com/).  

### Ready to go? 
Visit [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com "activateprepaid.koodomobile.com") to activate your Koodo Prepaid service.

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

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

Please make sure that you’ve ported your number over to Koodo. This can be done with some help from a rep. To get started, please go to [Prepaid Koodo Assist](https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html) and schedule a callback.

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

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

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

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

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

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

__5 - My friend gave me a Refer-a-Friend code. How do I redeem it for my $5 credit?__

When activating your new plan, enter your friend’s unique code in the “Refer-a-Friend Code” field of the Payment page. 

Click “Add” to make sure the code is validated so you can get your $5 credit.

*Eligible on plans greater than $15. 
  </div>

Just got a new Prepaid phone with Koodo? Learn everything you need about Activating your Prepaid phone here!

Activating your phone

Activating your prepaid phone

Moving out of the country? Does a friend or family member want to take ownership of your phone line? Is your child now old enough to take ownership of his or her phone line? 

Learn how to easily transfer the ownership of one or all of your phone lines to someone else. 

### What is a TOWN?

Transferring (a) phone number(s) to someone else is called a __Transfer of Ownership__, which changes the owner of the outgoing line. The monthly bill is also transferred and becomes the responsibility of the new owner. 

__Heads up!__ The transfer will go much smoother if a Koodo rep can speak to both the outgoing and incoming client on the same call in order to complete the transfer. If this is not possible for you to arrange, please provide our rep with the other party’s phone number.

If we’re unable to contact the incoming client, they’ll have 10 days from when you initiate the transfer to call in and have it completed by one of our reps. Please keep in mind that if we don’t hear from the incoming client, you’ll remain responsible for the line, including payments. (Once initiated, the rep won’t need your PIN in order to complete the TOWN).

### Eligibility:

<div class="collapsible">
  <h3> Outgoing Client  </h3>
</div>
<div class="content">

1.  Before you can initiate a TOWN, the line for which you’re looking to transfer the ownership must have been active for 90 days. 
2. Your line must remain active up to the completion of the TOWN.
3. In order to initiate a TOWN your account must be in good standing. (Any outstanding balance must be paid).

  </div>

<div class="collapsible">
  <h3> Incoming Client  </h3>
</div>
<div class="content">

1. If you’re a current or former Koodo client, your account must be in good standing. (Any outstanding balance must be paid. Tab excluded.)

2. If you don’t already have a postpaid account with us, you’ll need to complete a credit check. (We’ll need 2 of the following pieces of identification in order to complete the transfer: a valid driver’s license, a Social Insurance number, a credit card number).                                           
*The incoming client must be of legal age in his or her province of residence.

  </div>

<div class="collapsible">
  <h3> Still have a Tab on your line?  </h3>
</div>
<div class="content"> 

Wondering if you’ll have to charge your Tab to your next bill before completing a TOWN? That’s up to you and the person you'll be transferring your line to!

You and the incoming client can decide to:

1. Charge your Tab to your next bill before transferring ownership of a line and its Tab 

OR

2. If the incoming client wants to continue making payments towards the Tab __and meets the credit criteria__ required to carry the Tab size, you’ll be able to transfer the line and the associated Tab to the incoming client client

  </div>

### Good to know:

- The incoming client can choose to either keep their existing phone number and plan or have them changed. Some exceptions might apply. 
- The transferred line’s voicemail will be reset, so please make sure to save any important information.
- Once the transfer has been approved, a one-time $75 (per subscriber) transfer of ownership fee will be billed to the newly-created account.

__Keep in mind,__ the outgoing client will be responsible for all usage and charges, including paying the bill, up until the transfer of responsibility is accepted and completed under the new subscriber's account.

### To initiate a TOWN...
A TOWN can only be done with the help of a rep. To schedule a callback, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and enter "Transfer of ownership."

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

__Can I transfer my plan and keep my phone number?__

When you complete a Transfer of Ownership, the entirety of your line - __including your phone number__, your Tab, and your plan - will be transferred to the incoming customer's account. The line being "TOWNed" will be removed from your account entirely, as long as your bill is up to date, and will pop into the account owned by the person to whom you've transferred your number. Don't worry if the incoming customer doesn't have a Koodo account already - we'll set them up with one. 

  </div>

Transfer of Ownership (TOWN)

Ever wondered what all those mysterious ports and blinking LEDs on your modem and router actually do? 

In this user-friendly guide, we'll break down all the techy stuff about these essential devices, so you can confidently decode and navigate the digital world!

<div class="collapsible">
  <div class="t-heading-h3">Wi-Fi 6 Router </div>
</div>
<div class="content">

![understanding-your-modem-and-router](//images.ctfassets.net/8cecwr1x4jkf/3ffF9gmuf8Yxgvo7kwEYnF/58e69dc79bcbd0b0b1391672584dce9d/understanding-your-modem-and-router.png)

Ports
| Port/button     | Description     |
| ---------- | ---------- |
| WPS Button       | Pressing this button for 10 seconds will activate the WPS connection. When this happens the LED on the font of the boost will flash purple.       |
| Power adaptor port       | This is where the power adaptor is connected. |
| 2.5G       | to be connected to: <br><br><ul><li>Sercomm DM1000 Cable Modem. (acts as WAN port)</li></ul> |
| Ethernet port 1 and 2       | Ethernet ports that support up to 1G speeds. |
| Factory Reset       | Pressing this button will resort the unit to its factory default settings. For steps see [How to: factory reset](https://koodomobile.com/en/help/i-forgot-my-home-wifi-network-password).  |

LEDs
| Light     | Description     |
| ---------- | ---------- |
| No light       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is turned-off <br><br><ul><li>Make sure the power cable is plugged correctly</li> <li>Try a different outlet</li></ul> |
| White       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is starting up <br><br><ul><li>Do not interrupt this process</li> <li>The light will turn solid green in a few minutes, when the process is complete</li></ul> |
| Green       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is online <br><br><ul><li>Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is connected to the internet and working properly</li></ul> |
| Green flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is updating <br><br><ul><li>Do not interrupt the process</li><li>The light will turn solid green in a few minutes, when this process is complete</li></ul> |
| Purple flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is updating the firmware <br><br><ul><li>Do not interrupt the process</li><li>The light will turn solid green in a few minutes, when this process is complete</li></ul> |
| Amber       | One of your Boost Wi-Fi 6 Lite/Wi-Fi bands are off <br><br> <ul><li>Either one of the 2.5GHz or 5GHz Wi-Fi radios are turned off</li></ul> |
| Red       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router can’t connect to the internet <br><br> <ul><li>DM1000 direct connection<ul><li>Make sure the Ethernet cable is plugged into the 2.5G port of the Boost Wi-Fi 6 Lite/Wi-Fi 6 Router and the 2.5G port of Sercomm DM1000.</li></ul></li><li>If the light remains solid red for more than 10 minutes, call us for support</li></ul> |
| Red flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is factory resetting <br><br> <ul><li>Do not interrupt this process</li><li>The light will turn solid green in a few minutes when the process is complete</li></ul> |

<style>
  .article-content table tbody tr td {
    text-align: left !important; 
  }
</style>

  </div>

<div class="collapsible">
  <div class="t-heading-h3">Boost Wi-Fi 6 Lite - View and LEDs</div>
</div>
<div class="content">

New to the Lite router? Check out the images and tables below! You'll find shots of the top, front, and back of the Boost Wi-Fi 6 Lite router, along with handy details on LED light statuses and what each button and port does.

__Heads up!__ The [Wi-Fi 6 router](https://homesolutions.onesource.tsl.telus.com/content/?pgid=200145&tx=14655&topic=products_pricing|internet|home_internet_ab_bc_qc_ilec_|services|&subject=GoEast:_Wi-Fi_6_Router&srcRef=19) has a completely different appearance than the __Boost Wi-Fi 6 Lite router__. Both units will state their router name on their label. 

![understanding-your-modem-and-router](//images.ctfassets.net/8cecwr1x4jkf/6ZK5DB45GVErEw7SrQKeGL/0944cb9221752768e13c81e3ce2d10b7/new_router.jpg)

Ports
| Port/button     | Description     |
| ---------- | ---------- |
| WPS Button       | Pressing this button for 1 second will activate the WPS connection. When this happens the Wi-Fi LED on the font of the boost will flash green.       |
| Power adaptor port       | This is where the power adaptor is connected. |
| WAN/LAN       | Support up to 1G speeds, to be connected to: <br><br><ul><li>Sercomm DM1000 Cable Modem.</li></ul> |
| LAN       | Ethernet ports that support up to 1G speeds. |
| Factory Reset       | <ul><li>Pressing this button for 5 seconds will trigger normal factory reset, and the LED will flash red<ul><li>This mode will not change the boost lite from router mode to AP mode</li></ul></li></ul><ul><li>Pressing this button for 20+ seconds will trigger full factory reset, and the LED will flash between red and amber<ul><li>This mode can change the boost lite from router mode to AP mode</li></ul></li></ul>  |

LEDs
<table
  cellpadding="10"
  cellspacing="0"
  style="border-collapse: collapse; width: 100%"
>
  <thead>
    <tr>
      <th>Light</th>
      <th>Description</th>
      <th>Light behaviour</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td rowspan="5">Internet</td>
      <td>Device starts obtaining IP address</td>
      <td>Flashing green</td>
    </tr>
    <tr>
      <td>IP is obtained/Internet available</td>
      <td>Solid green</td>
    </tr>
    <tr>
      <td>Firmware upgrade</td>
      <td>Flashing orange</td>
    </tr>
    <tr>
      <td>Factory reset</td>
      <td>Flashing red</td>
    </tr>
    <tr>
      <td>No Wi-Fi radio enabled. Mesh and Wi-Fi LED will be off.</td>
      <td>Solid Red</td>
    </tr>
    <tr>
      <td rowspan="3">Mesh</td>
      <td>
        Wi-Fi backhaul signal is too strong (refer to the device's current
        uplink)
      </td>
      <td>Bright green for 7 seconds, off for 3 seconds and repeat</td>
    </tr>
    <tr>
      <td>
        Wi-Fi backhaul signal is too weak (refer to the device's current uplink)
      </td>
      <td>Bright green for 3 seconds, off for 7 seconds and repeat</td>
    </tr>
    <tr>
      <td>Wi-Fi backhaul signal is good or Ethernet uplink established</td>
      <td>Solid green</td>
    </tr>
    <tr>
      <td rowspan="7">Wi-Fi</td>
      <td>All Wi-Fi radios are enabled</td>
      <td>Solig green</td>
    </tr>
    <tr>
      <td>Error or all Wi-Fi radios are disabled</td>
      <td>Solid red</td>
    </tr>
    <tr>
      <td>One Wi-Fi radio is disabled</td>
      <td>Solid orange</td>
    </tr>
    <tr>
      <td>WPS in progress</td>
      <td>Flashing green; Walk time: 2 Min; One second on, One second off</td>
    </tr>
    <tr>
      <td>WPS pairing success</td>
      <td>Solid green for 10s then back to previously known state</td>
    </tr>
    <tr>
      <td>WPS failure</td>
      <td>
        Solid red 10s to indicate pairing failed then goes back to last state
        (prior to pairing)
      </td>
    </tr>
  </tbody>
</table>

</div>

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</style>

Troubleshooting

Equipment

Understanding your modem & router (ports & LEDs)

Losing your phone is a total bummer. Good thing is you can suspend your service right away to prevent the bad guys from using it. 

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=suspend) to report your lost or stolen phone.<br><br> 

### __A few things__

- You’ll continue to be charged monthly fees and will still be responsible for paying your bill.

- You’ll continue to pay your Tab Charge, which will reduce your Tab balance, and your Tab Bonus balance will continue to go down automatically each month even while your phone is suspended.

- You can’t change your plan, add or remove features, pay off your Tab, or [carry over your Tab to TELUS](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) when your account is suspended.

- You won’t be able to perform a SIM change online. For help with this, schedule a callback through Koodo Assist.<br><br>

### __Reactivating your phone service__

Found your phone or got a new one? Hooray! You can [restore your service](https://www.koodomobile.com/en/help/?autobots=rollout&intent=restore). <br><br>

### __A few things__

- You can purchase a replacement Koodo SIM at [TELUS.com](https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim). Your Koodo SIM will be shipped in an estimated 3-5 business days by letter mail without tracking. If you’d like to get your SIM sooner, please visit a Koodo store during business hours. Once you receive your SIM, please log in to your Koodo account to transfer your phone number onto the new SIM.

- It might take up to 15 minutes for your restored phone to start working again.

- Please turn your phone off then on again for the changes to take effect.<br><br>

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

__1. How can I blacklist a phone instead of deactivating it?__

If you'd like to blacklist your phone, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.<br><br>

__2. How can I find my lost or stolen phone?__

If your phone was lost or stolen, it's possible to find its approximate location by using its GPS functionality. Apple and Android both offer users a device location service by default. Choose one of the links below:

- Apple [Find Devices](https://www.icloud.com/find/)
- Google [Find My Device](https://support.google.com/android/answer/6160491?hl=en)

  </div>


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

Lost or stolen phone

Reporting your lost or stolen phone

With Easy Roam® you can use your existing phone plan when you travel abroad. You're only charged for the days you use your monthly plan's minutes, data or texts. Check our Easy Roam page to see how much it costs to use your phone while you travel.

(This applies if you’re traveling to the U.S. and don’t already have a CAN-US plan. If you don’t want to opt-in to Easy Roam while visiting the U.S., you’ll be charged at our standard pay-per-use rates).

[Learn more about Easy Roam.](https://www.koodomobile.com/easyroam "Learn more about Easy Roam")

<div class="collapsible">
  <div class="t-heading-h3">How to add Easy Roam to your account</div>
</div>
<div class="content">

Only [Authorized users](https://www.koodomobile.com/help/permissions "Authorized users") are able to add Easy Roam to an account.

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. From the __Self Serve__ dropdown menu, select __Mobile services__
3. On the __Mobile services__ page, select __"Travel with Easy Roam"__
4. On the __Easy Roam__ page, select the "Add Easy Roam" button *(once you have the Easy Roam add-on on your account, it'll say "Easy Roam active")*
5. You're good to go! You can now use your Koodo phone while travelling abroad.

__Note:__ If you don't want to use Self Serve, you can always text __ROAM__ to __7626__ or get help from [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to activate Easy Roam.<br><br> 

### Adding Easy Roam to each individual account
Sweet! You've added Easy Roam. Anything else? Maybe! You'll need to add Easy Roam to all the other Koodo phone numbers that will be travelling as well. To add Easy Roam to an account you have to be an [Authorized user](https://www.koodomobile.com/help/permissions "Authorized user").

If you've done that, awesome. You’ll get a text message once you’ve landed in your destination confirming that Easy Roam is now active.

__Heads up!__ Only phones on a monthly plan can be used internationally. If you have a Koodo Prepaid phone, you can only use it in Canada and the U.S.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Don't want to use Easy Roam?</div>
</div>
<div class="content">

If you don't use Easy Roam while travelling, your talk, text and data usage will be charged separately from your regular monthly plan at our standard [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").

To access pay-per-use rates outside the U.S., you'll need to add the __International Voice Roaming__ and __International Data Roaming__ add-ons to your account if you want your phone to work abroad. If you're using Easy Roam while travelling abroad, you don't need to do this.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How to add international pay-per-use add-ons for non-Easy Roam customers</div>
</div>
<div class="content">

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. In the drop-down menu, select __Mobile services__.
3. Select __manage__ beside the Add-ons section.
4. Find __International Voice Roaming ($0/month)__ and select __Add to Plan__ so you can call and text while travelling outside of Canada and the U.S.
5. Select __Submit__ on the next screen. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
6. After you’ve added this, return to __Add-ons__ and add __International Data Roaming ($0)__. This feature won't be available until you complete Step 3. If you don’t want to use data, skip this step. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
7. You're good to go! You can use your Koodo phone while travelling abroad at [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").
  </div>

<div class="collapsible">
  <div class="t-heading-h3">International service provider coverage</div>
</div>
<div class="content">

International service providers may offer different services and their networks may have different frequencies.

In North America, Koodo phones are compatible with HSPA 850/1900 MHZ frequencies or newer. While traveling internationally, Koodo phones are compatible with HSPA 850/900/1800/1900 MHZ frequencies or newer. If the provider within the country doesn't offer the same frequency, your phone might not work on their network.

If the country you're travelling to doesn't have compatible frequency, you could try to rent a phone from a local provider. You can use your Koodo SIM card in the rental phone, access one of our partner companies and be charged with the above roaming rates. [See our PDF list of eligible countries, frequencies and carriers.](https://assets.ctfassets.net/8cecwr1x4jkf/4LXFhimjwcok4pWRX7opfh/ec82c8c4d2d6347da76181f40e05c037/English_Coverage_Maps_Updated_2022_09_30.pdf)

  </div>

 <div class="collapsible">
  <div class="t-heading-h3">Voicemail while Roaming</div>
</div>
<div class="content">

## Calling to check your voicemail

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage (if 24 hour period is not already active)
- Minutes will not be used from your monthly plan

__If you're using pay-per-use roaming:__

- The standard roaming pay-per-use rate will apply for each minute of usage

__Heads up!__ Voicemail notifications may not be available in all travel services areas. 

__Tip: You can avoid the Easy Roam fee by using a landline to call your Voicemail. How?__

1. Dial 10-digit handset number (local). or 1 + 10-digit handset number (if long distance).
2. Press * to interrupt the greeting.
3. Enter password.
4. Follow the voice prompts.

__Note:__ Long distance charges will apply on the landline phone if dialing long distance to retrieve messages.

## Using voicemail and applicable charges

If you are using your Koodo mobile device, in most cases you will be able to access your voicemail as usual. Voicemail is treated like any other call while roaming, and the following charges will apply:

- __Easy Roam:__ Will not use your monthly rate plan's minutes, but will activate the daily Easy Roam fee if you haven't done so already.
- __Pay-per-use:__ If you do not have Easy Roam, calls to voicemail will be subject to the roaming pay-per-use rate for the country you’re calling from.

If you’re not able to access your voicemail from your Koodo mobile device, or if you are calling from a landline:

- Dial your own cell phone number from landline and then press * during greeting.

__OR__

- Dial the Voicemail: access numbers either from your cell phone or landline and follow the voice prompts.

__Set up your voicemail before you leave__

Ensure that you have set up your voicemail before leaving Canada, as you will not be able to do so while traveling. To set up your voicemail, try one of the following:

- From your Koodo mobile device, call your 10-digit number and follow the prompts
- From your Koodo mobile device, speed dial 1 and follow the prompts

__Voicemail notifications may not always work__

In some travel destinations, the voicemail notification on your device may not be available when someone leaves you a message in your voicemail.

  </div>

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

### 1. When do pay-per-use roaming rates apply?
Pay-per-use applies if: you haven't opted into Easy Roam, and/or you travel to a destination that is not eligible for Easy Roam.

### 2. What happens if I have Easy Roam and I use my phone during a layover? Ex: I am travelling to Asia but have a layover in the U.S.
If you have Easy Roam and you use your phone during your layover, you'll be charged $14/day. If you arrive at your international destination on the same day and you use your phone, you'll also be charged $16/day.

### 3. My Koodo rate plan includes unlimited calling and 2 GB of data per billing cycle. I’m travelling to France next week for two days. What does paying the $16 per day for two days get me?
- You'd be able to make calls to Canada and within France.
- You could use your data exactly how you would at home in Canada, and would have 2 GB available minus whatever you’ve already used in your billing cycle so far. If you're on a Shock-Free® data plan, you'll receive data notifications at 50%, 90% and 100%, after which your data will be blocked. You can choose to top up your data at the domestic rate.

### 4. If I'm on a cruise and I have Easy Roam, can I use my Canadian rate plan?
- No, cruises aren't covered by Easy Roam so you'd be charged the roaming pay-per-use rate.
- Our satellite and cruise ship rates:
  - Voice rate: $7/minute
  - Outgoing text messages: $0.75/SMS
  - Data is not available on cruise ships - customers should discuss Wi-Fi access with their cruise ship provider

### 5. I didn't receive an Easy Roam confirmation message. What should I do?
So, you added Easy Roam before you left Canada. You arrived at your destination but didn't get an Easy Roam confirmation message. Here's what you can to do check if it's been added:
- Text ROAM to 7626
- Double-check if Easy Roam has been added to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account

### 6. Can I cancel Easy Roam?
Yep! You can opt out by: 

- Logging into [Self Serve](https://koodomobile.com/selfserve "Self Serve")
- Select "Mobile Services"
- Select "Manage Add-ons"

### 7. Why your bill might be higher than expected when you return home
Oh no! You've returned home from your trip only to find that your bill was higher than usual. If you added Easy Roam after landing in your travel destination, you might have incurred pay-per-use charges up until that point. Check your usage online on your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to see details about your charges.

### 8. How can I avoid roaming charges when travelling?
When you arrive at your destination, you’ll receive a Welcome SMS notification explaining your roaming options and the rates, if you choose to use your device. This doesn’t mean that you’re being charged for roaming. 

If you want to avoid roaming charges altogether, simply turn __OFF__ data and data roaming in your device settings, and don’t make calls, answer incoming calls, or send outgoing text messages. 

### 9. How can I avoid roaming charges when close to the U.S. border?
If you’re close to the US border, sometimes the signals from a neighbouring U.S. network are stronger than the Koodo network and your device could connect automatically to a U.S. network as if you’re roaming. If this happens, you’ll likely receive a Welcome SMS notification that makes it seem like you’re in the U.S. and might be accidentally billed as roaming. Here are some tips to avoid accidental roaming when close to the border: 

1. __Turn off data roaming__ 
Having data roaming turned off in your mobile device’s settings when close to the U.S. border will help avoid accidental data roaming charges. 

2. __Manually select Koodo as your mobile network operator__
Your device is already set to automatically connect to the Koodo network while in Canada; however, to ensure seamless service while traveling, this setting will also pick up the applicable U.S. network whenever it’s stronger. If you’re consistently connecting to a U.S. network while still in Canada, you can manually select the Koodo network in your mobile device’s Settings to help avoid this.

__NOTE:__ If you opt to manually select the Koodo network, remember that you’ll need to switch back to the automatic network selection setting if you decide to roam in the U.S. or internationally. This will ensure that your service will work. 

### 10. How will I be charged for Easy Roam?

With Easy Roam, you only pay for the days that you choose to use your phone. Easy Roam will activate when you make a call, answer a call, send a text, or use data while travelling. Once activated, the Easy Roam daily rate will be valid each calendar day that you use the service until 11:59pm in the time zone where you are travelling. You won’t be charged on any days that you don’t do any of those actions. 

Incoming texts don’t activate Easy Roam, so you can receive texts without being charged. Using data over Wi-Fi when data roaming is turned off will also not activate the Easy Roam fee. 

### 11. Do I need to add Easy Roam for each trip?

No. Once you add Easy Roam, you can use it for all future trips. 

### 12. What else is included with Easy Roam?

Use the TELUS Health MyCare app to access health support from the U.S. at no extra cost when using Easy Roam

TELUS Health MyCare Travel provides 24/7 access via phone to U.S. registered nurses while in the states. Get advice on non-urgent health concerns and find out if you should seek in-person care. Learn more [here](https://www.telus.com/en/personal-health/my-care/travel?CMP=__health_acq_Travel_helparticle_Koodo_acquisition_download)

### 13. Why can't I send or receive texts on Easy Roam?

It’s likely that your roaming is not turned on in your Settings. Double-check your Cellular Data Options in your phone's settings and make sure that __Data Roaming__ is turned on.  
  </div>

<br><br> __Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Changing your add-ons](https://www.koodomobile.com/en/help/changing-your-add-ons) <br><br>

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

<style>
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Traveling abroad and want to use your Koodo services? With Easy Roam you can talk, text and surf wherever you go. 

Help_Landing_EasyRoam_ToArticle_Static_Link_May2023

Easy Roam®

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

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

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

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

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

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


Seamless card updates for your Visa and Mastercard

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](https://www.koodomobile.com/en/phones). A shipping fee applies to the new phone. |
| Ordered online and phone's not looking right?                                                                                                                                                                                 | As soon as you can, within 7 days from purchase date  | Does something look or feel off with your phone? Let us know within __7 days__, so we can fix it fast - or you might miss the chance to get help from our friendly reps! |
| - 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>

__4. What is included in the box with my device purchase?__

Please refer to the box your device comes in for details on what's included inside. Your device purchase typically comes with a cable only. Power adaptor and headphones sold separately.<br><br>

__5. I found a lost Koodo phone. How can I return it to the owner?__

You're such an angel. The best way to get the phone to its rightful owner is to drop it off at a [Koodo store](https://www.koodomobile.com/en/find-nearest-store), and we'll find him/her for you. 

  </div>

<br><br>__Related help pages:__
- [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

Returning or exchanging your Koodo phone

Watch thousands of hours of content from Radio-Canada and their partners, available via the ICI TOU.TV app available on your mobile devices and computer.

<div class="collapsible">
  <h3> Requirements and restrictions </h3>
</div>
<div class="content">

- The ICI TOU.TV content is only available in Canada.

- The app uses data on the network the user is connected to. 

- The ICI TOU.TV EXTRA subscription ($8.99 value per month) is included if you're a Koodo mobile (postpaid) or Koodo Internet customer. Register on ici.tou.tv/koodo.

- An ICI TOU.TV account created with the Koodo offer is required

- What you’ll need to redeem the offer:

  __For Koodo Internet customers:__

  The email address linked to your Koodo Self Serve account.

  __For Koodo Mobile customers:__

  A valid phone number.

  </div>

<div class="collapsible">
  <h3> Supported devices, browser, and operating systems </h3>
</div>
<div class="content">

You can find the information about supported devices, browsers and operating systems on the [ICI TOU.TV website](https://ici.tou.tv/nos-plateformes) (French only).

  </div>

<div class="collapsible">
  <h3> Account creation </h3>
</div>
<div class="content">

__Note:__ The account creation/subscription process is not available on mobile. You can still complete your registration by using the browser to access the ICI TOU.TV web page. 

1. Use the navigation bar from your browser to access [ici.tou.tv/koodo](https://ici.tou.tv/telus). 

2. If you don’t have a profile on ICI TOU.TV, please create one. 

3. At the end of the process, a pop-up window will appear inviting you to become an EXTRA member “Devenez EXTRA!”

  - Select __"M’abonner"__ and follow steps 1 and 2.
  - At the 3rd step select, __"Inclus dans mon forfait Koodo"__

![EN screenshot 1](//images.ctfassets.net/8cecwr1x4jkf/6PclJgG4RTmN96DzQH39Vy/1570f41903ad7951a0c0a07090793eeb/EN_screenshot_1.PNG)

- You’ll be redirected to a new menu.

![EN screenshot 2](//images.ctfassets.net/8cecwr1x4jkf/5gkefHtfl5Z0sb0ZDslreB/6570cab5a5eb01191424cf0e3fe91689/EN_screenshot_2.PNG)

- Choose the product that you own with Koodo (Mobile or Internet)
Based on the choice made, please enter the required information (phone number or email address)

  - __Phone number:__

![EN screenshot 3](//images.ctfassets.net/8cecwr1x4jkf/1zS2zhsOenBRjdMmKcEzxv/a3b0c778195770763a9508d21a3cfa83/EN_screenshot_3.PNG)

  - __Email address:__

![EN screenshot 4](//images.ctfassets.net/8cecwr1x4jkf/4I6FBo9SLtXtlodPRZ0NiM/8392545edce914e59e505a1e898acb10/EN_screenshot_4.PNG)

- An email or a confirmation SMS will be sent to you with a unique code, which will complete your authentication.
- After you enter the code and it's processed, you'll see an on-screen confirmation of your subscription.
- All content on TOU.TV website will now be unlocked and accessible to you.

  </div>

Special offers

ICI TOU.TV Extra

Get ICI TOU.TV EXTRA on us when you join Koodo (value of $8.99/month)!

Everything you need to know about setting up and using your smartwatch.

<div class="collapsible">
  <h3> Do I need to add a specific rate plan for my smartwatch to connect to the Koodo network?
 </h3>
</div>
<div class="content">

Yes, a rate plan must be added to your smartwatch in order for it to connect to the Koodo network. 

__OneNumber__ smartwatch plan includes 5GB of data to use on your watch. 
  </div>

<div class="collapsible">
  <h3> What is required to set up a plan on my smartwatch? </h3>
</div>
<div class="content">

- Smartphone must be connected to Koodo network with VoLTE coverage on a postpaid account with a Koodo Self Serve profile 

- If you already have a cellular smartwatch you'd like to use with Koodo, take a look at the following lists of compatible devices to see if yours is eligible:<br><br>

__Apple__

- iPhone XR, XS, XS max or later models. The iPhone must be running iOS 18.1 or later.<br><br>
- A cellular Apple Watch Series 6, SE 2nd generation, Ultra or later models. The Apple Watch must be running watchOS 11.1 or later.

__Note:__ Most US models should work, but grey market models are incompatible with our Canadian network setup. For more info, check out the section below titled __“What are grey market watches and will they work with Koodo?”__<br><br>

__Google Pixel__

- A phone running Android 10 or newer<br><br>
- An LTE Google Pixel Watch 3

__Note:__ Grey market models won’t work due to software and firmware differences making them incompatible with our local network setup. For more info, check out the section below titled __“What are grey market watches and will they work with Koodo?”__<br><br>

__Samsung__

- VoLTE enabled Samsung Galaxy smartphone running the latest Android OS

- A cellular Samsung Galaxy Watch 6, Watch 6 Classic, Watch7 or Galaxy Watch7 Ultra running the latest Wear OS.

__Note:__ Grey market models won’t work due to software and firmware differences making them incompatible with our local network setup. For more info, check out the section below titled __“What are grey market watches and will they work with Koodo?”__
  </div>

<div class="collapsible">
  <h3> How many devices can I activate on the same account? </h3>
</div>
<div class="content">

Each postpaid smartphone user can link up to 5 watches to their smartphone.

If more than 1 compatible smartphone is on an account, each device is eligible to add multiple watches. All watches will be billed separately on the invoice, according to the rate plan used by the watch. 

The number of devices purchased leveraging Koodo Tab is subject to credit approval.
  </div>

<div class="collapsible">
  <h3> Can I use my cellular-enabled smartwatch across Canada on the Koodo network? </h3>
</div>
<div class="content">

Yes, your smartwatch will work across Canada on the Koodo network.
  </div>

<div class="collapsible">
  <h3> Can I use my cellular-enabled smartwatch when travelling outside of Canada? </h3>
</div>
<div class="content">

No. Currently, you cannot roam with your smartwatch.

When travelling, you can continue to use it with Bluetooth enabled to make and receive calls, and send and receive text messages.
  </div>

<div class="collapsible">
  <h3> Can I use my smartwatch without my smartphone nearby? </h3>
</div>
<div class="content">

Yes, if your smartwatch is on a OneNumber plan and is connected to a cellular network, your watch can do everything that it normally does, even if your smartphone isn't nearby. 

__Note:__ Your paired smartphone must be powered on and connected to either Wi-Fi or the Koodo network in order to send or receive SMS/MMS. You can, however, still make/receive calls from  the smartwatches when the smartphone is turned off.
  </div>

<div class="collapsible">
  <h3> Where can I see data usage for my smartwatch? </h3>
</div>
<div class="content">

You can view data usage for your smartwatch using Self Serve. 

1. Log in to Koodo Self Serve

2. Click on the “Self Serve” tab and select __Usage__ in the dropdown list for a detailed breakdown of your account’s usage
  </div>

<div class="collapsible">
  <h3> I’d like to hand down my smartwatch to a family member on my account. What should I do? </h3>
</div>
<div class="content">

If you’d like to hand down a smartwatch currently on a __OneNumber__ plan to a family member to use on a __OneNumber__ plan, please first, check if there's any remaining Tab balance on your device: 

- If there is a balance and your family member is on the same billing account: just reach out to our friendly Koodo team, and we'll gladly assist in transferring the watch to your family member.

- If there is a balance and your family member is on a different account:

    - Contact our Koodo team to settle the remaining balance.

    - Once that's done, we'll happily help transfer the watch to your family member.

- If there's no remaining balance: simply unpair the smartwatch from the old phone, select 'Remove plan', and pair it with your family member's phone. And if you did not upgrade to a new watch already, contact us to either explore the renewal possibilities or if you prefer we can help you to cancel your __OneNumber__ plan.
  </div>

<div class="collapsible">
  <h3> How do I manage the calling features on my smartwatch? </h3>
</div>
<div class="content">

To manage calling features for a smartwatch on a __OneNumber__ plan, use the settings on your smartphone. Your __OneNumber__ plan allows your smartwatch to use the mobile number and features of the primary device as its own.
  </div>

<div class="collapsible">
  <h3> Can I share my watch number with my friends and family? </h3>
</div>
<div class="content">

There's no need to share your watch number. Simply share your main phone number with friends and family.

Your watch uses our __OneNumber__ service, which connects to the network independently but syncs with your main number. When your watch receives or makes calls, it uses your main mobile number. 

This seamless integration ensures you're always reachable on your preferred number, whether using your phone or watch.
  </div>

<div class="collapsible">
  <h3> What are grey market watches and will they work with Koodo? </h3>
</div>
<div class="content">

Grey market watches are watches that were manufactured for sale and distribution for a country other than Canada. While they might look similar to Canadian models, they’re not designed to work on our network due to different hardware specifications and incompatible software configurations. These devices can be purchased and imported directly by individuals, or they might end up in Canada through private sales or third-party retailers.

The key difference lies in how these devices are made. Manufacturers tailor both the hardware and software to meet the specific requirements of different countries, local networks, and carriers. This means grey market devices often use __different radio frequencies__ and __software__ that are not compatible with our network.

Due to these variations, grey market devices often can't be activated on our network. Even if they seem to work initially, you might experience issues with call quality, data speeds, or even the ability to connect at all. Because of this, we can’t guarantee their functionality or provide support for them. To ensure the best experience, we recommend using devices specifically designed for the Canadian market.
  </div>

<br><br>__Related help pages:__

- [Device troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)


Smartwatches

Smartwatch FAQ

<div class="t-heading">1. Why choose Koodo Internet?</div>
At Koodo, we offer subscription-based internet services that are wallet-friendly, dependable, and easy to set up. With us, you can get the internet speed you need at the price you want with no surprises and a reliable internet connection you can count on. 

It’s so simple that you can set it up and manage it yourself. No fixed-term contract, no credit check, no worries.<br><br>

<div class="t-heading">2. Which Home Internet plans are available at Koodo?</div>

If you're interested in getting Koodo Home Internet, visit our [Internet page](https://www.koodomobile.com/en/shop/subscriptions/internet) and enter your address to view available plans and choose the one that best suits your needs.

If you already have Koodo Home Internet and want to upgrade your speed, login to Koodo [Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions) and select 'Manage Internet and subscriptions.' All available plans for your address will be displayed and you can select the one that fits you best. <br><br>

<div class="t-heading">3. Where can I find the promotion and sale deals on Koodo Internet?</div>

To check the current promotions and deals on Koodo Internet, check out [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet). There you can see the up-to-date information on our offers and choose the best plan that suits your needs.<br><br>

<div class="t-heading">4. Does Koodo Internet have a money-back guarantee?</div>

Yes, Koodo Internet has a 30-day money-back guarantee. If you’re not completely satisfied with your service, you can  cancel within 30 days of signing up for the service for a refund of service cost to date.<br><br>

<div class="t-heading">5. What type of internet does Koodo offer?</div>

Koodo Internet is only available for cable internet (coax cable). Since our services are available in select provinces and areas, please make sure to check service availability on [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet).<br><br>

<div class="t-heading">6. Can my Koodo Internet subscription get suspended?</div>

Currently, suspension is not available for Koodo Internet. If you have issues with your account and services, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to book a callback with one of our reps. <br><br>

<div class="t-heading">7. What is the usage limit on Koodo Internet?</div>

All Koodo Internet subscription plans are unlimited. No throttling or data overage charges, so you don’t have to worry about your usage.<br><br>

<div class="t-heading">8. What should I do if the Koodo Internet website isn’t working?</div>

If you’re experiencing issues with our site, try clearing your browser cookies and cache or closing your browser and logging in again.

If you’re using Internet Explorer, we recommend using the latest versions of one of the following browsers instead for optimal performance:

- [Google Chrome](https://www.google.ca/intl/en_ca/chrome/)
- [Mozilla Firefox](https://www.mozilla.org/en-CA/firefox/new/)
- [Microsoft Edge](https://microsoftedgewelcome.microsoft.com/en-us)

If you still experience issues after trying one of these recommended browsers, please use one of our [support tools](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs) to contact us, and a rep will help you out.<br><br>

<div class="t-heading">9. How do I register for Self Serve?</div>

If you’re new to Koodo, we’ll send you a link to finish your Self Serve registration. If you already have a monthly plan with us and have a Self Serve log in, you don’t need to register again. We’ve got you covered with all your info with the same log in. If you can’t find the Self Serve registration link or have lost the email, please schedule a callback and one of our reps will be happy to help you.<br><br>

<div class="t-heading">10. How do I transfer my Koodo Internet subscription?</div>

We’re currently unable to transfer your Koodo Internet subscription to someone else. If you’d like to change ownership of your account, please cancel first and order a new line to the new person you’d like to transfer it to. The new customer will need to check out our [Internet](https://www.koodomobile.com/en/shop/subscriptions/internet?INTCMP=KMNew_NavMenu_Shop_KoodoInternet) page to see the plans and what’s available based on their address.<br><br>

<div class="t-heading">11. What are the Koodo Internet call center hours of operation?</div>

Both [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and koodomobile.com are here to assist you 24/7. If you'd like to speak with a rep, we're open 9 AM - 9 PM EST every day of the week.<br><br>

<div class="t-heading">12. Why didn’t I get any emails from Koodo?</div>

If you think you haven’t gotten a home internet order confirmation email from Koodo, please refer to the tips below.

1. For new orders, please give our team some time to process them. You can expect a confirmation email from Koodo regarding your home internet order and its status within a few hours.

2. Please check your spam/junk folders for emails from our team.

3. If steps 1 and 2 did not solve your problem, please schedule a callback and one of our reps will be happy to help you. <br><br>

<div class="t-heading">13. Can I receive paper bills or receipts from Koodo?</div>
You can view your receipts anytime through [Self Serve](http://koodo.com/selfserve). If you need to print your receipt(s), you can do so using your secure Self Serve account. You'll be able to view, print, and download past receipts. <br><br>

<div class="t-heading">14. Is Koodo Internet available in my area?</div>
To check if Koodo Internet is available in your area, go to our Internet page and enter your address in the “Check availability for Internet Plans” search bar. 

__Note:__ We're always expanding! If you checked your address before and didn't qualify, try again - you might now be eligible for service.<br><br>

<div class="t-heading">15. What’s my account number?</div>
There are no account numbers associated with Koodo Internet. If you’re looking to make a payment, please note that we charge your credit card automatically for your Koodo Internet subscription. Please make sure you have a valid credit card on your account. <br><br>

<div class="t-heading">16. Can I request a technician to install a new coax line?</div>
For all installation-related questions, please schedule a callback with our team. We’ll determine how we can help you, depending on your question. <br><br>

<div class="t-heading">17. Why was my internet order rejected?</div>

Once you place an order, we further evaluate your address and our home internet service coverage area. If your address isn’t serviceable, you’ll get an order rejection, an email with instructions for returning any equipment that we sent you and, if applicable, information on refunds. If you still have questions about your order, please schedule a callback. <br><br>

<div class="t-heading">18. How can I check if there's an internet outage?</div>

Koodo handles internet outages in the following ways:

__1. Planned maintenance outages:__ We'll send you a text message when there's a planned maintenance outage.

__2. Unexpected issues:__ If you're experiencing internet issues, please try the troubleshooting steps in our [Help page](https://www.koodomobile.com/en/help/how-to-reset-your-modem-and-your-router). If you still have issues after you've completed troubleshooting, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to schedule a callback, and a rep will help you. <br><br>

<div class="t-heading">19. What time on my activation date will the internet be turned on?</div>

Activation of your service can happen anytime throughout the day on your activation date. You can set up your modem in advance and when all the lights are green, you are ready to surf!<br><br>

<div class="t-heading">20. Can I check my home internet usage?</div>

The great news is that all our home internet plans are unlimited, so you can surf, stream, and game without worrying about data limits.<br><br>

<div class="t-heading">21. How can I check the ticket status for my technical issue if I don't have the ticket number?</div>

Our team is actively working on your issue. When there's an update or resolution, we'll call you directly to let you know. If you haven't heard from us after 2 business days, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__Related help pages:__

- [Ordering and activating Koodo Internet](https://www.koodomobile.com/en/help/ordering-online)
- [Internet shipping FAQs](https://www.koodomobile.com/en/help/internet-shipping-faqs)
- [Koodo Internet Billing FAQs](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs)
- [How to find the Coax Line for Koodo Internet in your home](https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home)

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Koodo Internet: General FAQs

You know what's often the best fix for Internet connection problems? Resetting your devices!

<div class="t-heading-h3">Resetting your modem</div>

1. Unplug the power cables from the back of the modem device.

2. Wait for around 30 seconds, then go ahead and reconnect the power cable to your modem, extender, and/or Boost Wi-Fi. 

3. After the restart, your modem will need a couple of minutes to re-boot.

4. In your device's Wi-Fi settings, check that you're connected to your Wi-Fi network. Next, open your browser to test your Internet connection again.

__Heads up!__ Sometimes, resetting your modem might be only a temporary fix. If the issue keeps coming back, check out our other [Koodo Internet help pages](https://www.koodomobile.com/en/help/article-categories/internet-setup) for more information.<br><br>

<div class="t-heading-h3">Boost Wi-Fi 6 Lite (Wi-Fi 6 Router): How to do a factory reset</div>

You can do a factory reset if your Wi-Fi 6 won’t connect and all other troubleshooting attempts haven’t worked:

1. __Factory reset the Boost Wi-Fi 6 Lite/Wi-Fi 6 Router:__ Press and hold the factory reset button for 3-5 seconds (the factory reset button is located on the back of the device to the right of the LAN ports).

2. The LED will flash __red__ to indicate that a factory reset has occurred. Wait until the light returns to a __solid green__. 

3. Network name and admin password are on the bottom of the device below the removable base.

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How to reset your modem and your router

If you're a Koodo Internet customer looking to find the coaxial cable line that brings the internet service into your home, this article will help you with the process step by step.

The __coaxial cable__ is the main connection that brings high-speed internet to your modem. 

By following these simple steps, you can easily find the coax line and ensure a smooth internet setup or troubleshooting process:

<div class="t-heading-h3">Step 1</div>

__Find the location of your modem__

Start by finding your existing Internet modem in your home. That's usually the spot where the coaxial cable hooks up to give you internet service.

The modem is usually placed near a power outlet and may be connected to a router or directly to your computer. Once you locate the modem, you’re closer to finding the coax line.

<div class="t-heading-h3">Step 2</div>

__Inspect the modem connection__

Take a close look at the back of your Koodo Internet modem, and you’ll see several ports and connections. The coaxial cable connection is distinct and easily identifiable - it’s usually labeled as __"Cable," "Coax,"__ or __"RF In."__ The coaxial cable will be plugged into this port, providing the internet signal to your modem.

<div class="t-heading-h3">Step 3</div>

__Trace the coaxial cable__

Once you’ve identified the coaxial cable connection on your modem, trace the cable backward. Follow the cable as it extends from the modem, and visually inspect its path. Look for any visible sections of the cable along walls, floors, or ceilings. Pay attention to any junction boxes or splitters that the cable may pass through.

<div class="t-heading-h3">Step 4</div>

__Locate the entry point__

Continue tracing the coaxial cable until you reach the entry point into your home. The entry point is where the cable enters your house from outside. It’s usually found near the utility box or where other utility lines enter your home. The coaxial cable may be bundled with other cables, so look for the distinctive cylindrical shape and thicker size of the coaxial cable.

<div class="t-heading-h3">Step 5</div>

__Refer to Koodo help pages__

If you run into any problems or need some extra support, we've got these [awesome digital help pages](https://www.koodomobile.com/en/help/article-categories/all) that cover everything, and they can totally help you find that coax line hassle-free. 

__Heads up!__ Remember to be careful when dealing with electrical or utility connections - safety first! If you're not sure about any part of the process, don't hesitate to reach out to a pro technician or someone who knows their stuff. Better to stay safe and get the job done right!

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DIY installation

How to find the Coax Line for Koodo Internet in your home

To find the best spot for your router, follow these tips:

| Make sure your router is…     | How does this help?     |
| ----------                    | ----------              |
| In or near the center of your home       | This allows for a balanced distribution of Wi-Fi coverage throughout your entire home and allows all rooms to be within the range of the signal       |
| Raised above the ground, like on a table or a surface off the floor       | This expands the Wi-Fi coverage area, helps maintain a clear connection, and prevents a large amount of the signal from being lost in the ground       |
| Positioned clear of obstacles (large furniture, tile, stone, metal, water, walls (if possible), and other electronic devices (TVs computers, and microwaves)       | This helps avoid interference with Wi-Fi signals<br> <br> For optimal Wi-Fi performance, try to maintain a direct line of sight between your device and the router. If the device is in a different room, position the router in a location where the signal has  the fewest walls to go through to reach the device.<br><br> For optimal Wi-Fi coverage in a two-story home, consider placing the router either<br><br> <ul style="list-style-type: none;"><li>1) near the ceiling on the first floor, or</li><li>2) near the floor on the second floor</li></ul>       |

<div class="t-heading-h3">How Wi-Fi signals work</div>

Basically, every Wi-Fi router has antennas that are responsible for beaming that sweet Wi-Fi goodness around. Our Koodo router’s antennas are built in the device.

__Heads up!__ Even though the Wi-Fi signal coverage is big and round, the signal itself travels in a straight line. So, if there's something blocking the signal between the router and your device, it can't just magically curve around it (although you might catch some signal bouncing off other surfaces).

<div class="t-heading-h3">Dealing with areas where Wi-Fi doesn’t work</div>

When it comes to dealing with areas where Wi-Fi won’t work, also known as “Wi-Fi dead zones,” things can get tricky. Sometimes you can't set up your router in the perfect spot because of practical constraints, like cable jacks being on exterior walls or funky floor plans. But don't worry, there are still some tips and tricks you can test out to boost that Wi-Fi coverage: 

- __Give priority to the areas where Wi-Fi is most frequently used:__

    Having your Wi-Fi router in a central spot is great for covering every room, but let's be real, you might have some favorite rooms that matter more. Say your home office and living room are on the same side of the house, you'd totally want to get your router closer to those rooms, even if it means a weaker signal in the kitchen. I get it, Wi-Fi dead zones are no fun, but if you gotta have 'em, might as well decide where they go, right?

- __Hook up your devices with Ethernet cables__

    Sometimes you end up with these dead zones in your home where the Wi-Fi just can't reach. It could be a room that was added later or maybe a spot with a super thick wall blocking the signal. But don't sweat it, there's a simple fix: get yourself an Ethernet cable. Unlike Wi-Fi, which goes in a straight line, an Ethernet cable can wind its way around any obstacle, giving you internet goodness wherever you need it. Just remember, for really big homes, it might not be the most practical option.

<div class="t-heading-h2">FAQ</div>

1. __Which room should I put my router in?__

    When it comes to choosing a spot for your router, as mentioned earlier, a central location works best for spreading that Wi-Fi goodness all around your place. But if you've got certain devices that need to be connected via Ethernet cable, like your work computer, it might be smarter to have the router in the same room as them to keep those connections strong.

2. __I have a multi-story house. How will I know if I should put my router upstairs or downstairs?__

    Typically, it's better to have the router placed in an upstairs room instead of downstairs or in the basement. When the Wi-Fi signals start from a higher position, they tend to travel a greater distance.

3. __Can I move my router to another room?__

    Yes! If you're looking to shift your router to a different room, follow these 4 basic steps:

    __Step 1:__ Look for a location that has an existing coaxial jack. This may involve installing the cable modem/router closer to the desired location. If you don’t have any other cable coaxial jack, a professional installation may be needed (not offered by Koodo Internet).

    __Step 2:__ Connect your modem and router to the internet line in the new room, and plug them into a power outlet.

    __Step 3:__ Run an internet speed test to check the speed and performance of your new connection.

    __Step 4:__ Close off any unused coaxial cable lines to avoid signal interference in your home network.

That's it! Now that your router is in a new room, let the Wi-Fi adventures begin!

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Selecting the best location for your modem and router

Whether you're experiencing slow speeds, intermittent connectivity, or a complete loss of Internet access, we have you covered.

<div class="t-heading">Good to know</div>

Before you get started with troubleshooting, keep the following in mind:

- Your internet won’t work until your activation date. Please make sure to set up your equipment on your confirmed activation date. 

- Download speeds are commonly lower than the speed advertised on your plan. As long as you're within an acceptable range, you're good to go! For example, if your plan promises 50 Mbps download speed but you're getting around 40 Mbps, that's perfectly fine. 

- Wi-Fi Internet connections tend to be slower because of various environmental factors that mess with your Wi-Fi signal, like:

  - Distance between your modem and your device
  - Cordless phones using a similar frequency in your home 
  - Household appliances that use electromagnetic radiation, like microwaves
  - Being in a highly-populated place, like an apartment building, that might have numerous Wi-Fi networks 
  - The construction materials and arrangement of your living space

<div class="t-heading">Try these quick fixes</div>

- __Restart the device that’s having trouble connecting to the internet__

- Make sure that the length of your cables (like RJ45, RJ11, or coaxial cables) is __6 feet or less__

- [Restart your modem](https://www.koodomobile.com/en/help/how-to-reset-your-modem-and-your-router)

- If you're having speed-related issues, try __clearing your browser's cache and cookies.__

- If you're using Wi-Fi for your Internet connection, __test your speed on a computer that uses a wired connection.__ This will give you the most accurate results so you can figure out if the issue lies with your Internet service or your Wi-Fi network at home.

- __Experiment with different websites, games, or applications.__ The issue could possibly stem from the server of the specific service you're using

- __Move your modem or device to another room__ for better Wi-Fi signal. Leave about six inches of space around it and lift it slightly. For the best signal, keep your modem away from other electronics, wireless devices, and appliances to prevent interference from these. For more info, check out our Help page about [Selecting the best location for your modem and router](https://www.koodomobile.com/en/help/selecting-the-best-location-for-your-modem-and-router)

- __Think about upgrading your personal device.__ Even if your modem is lightning-fast, your internet service and WiFi performance can still be affected by the device you're using. So, if your tablet streams like a charm but your old laptop is crawling, it might be a sign to consider getting a newer device.

- __Give your Internet speed a quick test__ to ensure that your connection is running smoothly.

   - For the ultimate precision, we recommend that you run this test on a desktop or laptop computer that's connected to your modem using an Ethernet cable.
   - If you're stuck with Wi-Fi, just make sure the device you're testing on is in a clear spot within two meters of the modem/access point. Don't forget to hit pause on any big downloads or video streams happening around your home.

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Wi-Fi & Internet

Why is my Wi-Fi and internet slow?

We'll surely miss you, but we get it - some things must come to an end. To cancel your service, just follow these easy steps: 

__Heads up!__ Once you've cancelled your Internet subscription, it can’t be restored or resumed so, if you change your mind later, you'll need to buy it again.

If you’re looking to cancel, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). We’d like to help you out in this process. 

We'll cancel your services right away, but we'll make sure to refund you for the remaining days left in your bill cycle.

As part of the cancellation process, you’ll need to return the equipment provided by Koodo, otherwise equipment pricing will be charged to you. Don’t worry, we’ve got you covered with a hassle-free return process! Keep an eye on your inbox for an email with instructions for a super easy return.

How do I cancel my Koodo Internet subscription?

<div class="collapsible">
  <h3> What is Extended Network Coverage? </h3>
</div>
<div class="content">

Extended Network Coverage is designed to give you cell service in certain spots across Canada where there is no Koodo network coverage, by __connecting you to a partner’s network.__ 

If you’re entering an area with Extended Network coverage, your phone will connect to the partner’s network (this typically takes a few seconds) so you can continue to use your data, text, and voice services without additional charges. There are some limitations to the features and services available on the Extended Network. For more info, check out the __Eligibility and limitations__ section below.

When connected to our Extended Network, your device network identifier (typically displayed on the top left or right corner of your screen, not displayed on all devices) will show our partner carrier instead of “Koodo.”

Extended Network Coverage will be provided in the following locations: 
- Highway 14 BC (Sooke to Port Renfrew)

  </div>

<div class="collapsible">
  <h3> Eligibility and limitations of Extended Network Coverage </h3>
</div>
<div class="content">

To be eligible for Extended Network Coverage, you must be on a __Koodo postpaid or Koodo prepaid mobility plan__ and may need to have __data roaming enabled__ on your mobile device.

There are certain limitations that will apply when you connect to Extended Network Coverage:

- VoLTE and 5G networks are not accessible at this time. Your phone will connect only to the __LTE network for data__ and to the __3G network for voice.__ 

- You'll notice a change in your voicemail experience:
  - If you have regular voicemail, you’ll need to enter your voicemail passcode when retrieving your messages
  - If you have Visual Voicemail, it’ll continue to work the same as on the Koodo network
- You might not be able to dial and use the following short code numbers:
  - 211: Community Information
  - 311: Non-Emergency Municipal Government
  - 411: Directory Assistance
  - 511: Weather & Traveller Information
  - 711: Access to Message Relay Service (MRS)
  - 811: Non-Urgent Health Teletriage Service
  - Other short code numbers starting with the pound sign (#)
  - Other short code number based on text (e.g. CAA)

- Calling long distance
  - You’ll need to use the following dialing pattern to call long distance: 1+ area code + phone number in order to connect

__Heads up!__ Our Extended Network Coverage is meant for those occasional times when you're in a tight spot. To keep things smooth, keep most of your monthly action (data, texts, and calls) on the Koodo network. If you find yourself mainly on the Extended Network, we might have to tweak your access to it moving forward.

Geographical coverage areas might change at any time without notice. Please note that Koodo is not responsible for any loss suffered as a result of any disruptions or outages to Extended Coverage or as a result of any changes to areas where Extended Coverage is available. 

  </div>

<div class="collapsible">
  <h3> Setting up your device to use Extended Network Coverage </h3>
</div>
<div class="content">

Once you enter an Extended Network Coverage area, your device will automatically connect and you’ll be able to send and receive voice calls and text messages. To use data, you might need to make sure Data Roaming is turned on in your device settings.

To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices:__
- Select __Settings__
- Select __Cellular__
- Select __Cellular Data Options__
- Toggle Data Roaming __ON__. It will appear green when data roaming is enabled

__Android devices:__
- Select __Settings__
- Select __Network and Internet__
- Select __Mobile Network__
- Toggle __ON__ Roaming - Connect to data services when roaming

__BlackBerry 10 devices:__

- Select __Settings__
- Select __Network Connections__
- Select __Mobile Networks__<br><br>

## If you have an eSIM:<br><br>

__iOS (Apple) devices:__

- Select __Settings__
- Select __Cellular__
- Under __SIMs__, select your Koodo phone number
- Toggle Data Roaming __ON__. It’ll appear green when data roaming is enabled

__Android devices:__

- Select __Settings__
- Select __Network and Internet__
- Select __eSIM Koodo__
- Toggle __ON__ Roaming - Connect to data services when roaming 

  </div>

<div class="collapsible">
  <h3> Experience when connecting to / disconnecting from an Extended Network Coverage </h3>
</div>
<div class="content">

__When entering an Extended Network Coverage area:__

Your device will disconnect from the Koodo network and reconnect to our partner’s network, which will typically take a few seconds.

- If you’re on a call, your call will be disconnected and you’ll need to call back. 
- If you’re using data (e.g. browsing the Internet or watching a video), your data session will disconnect. You might have to refresh the webpage you were visiting. 

Your __device network identifier__ (typically displayed on the top left or right corner of your screen, not displayed on all devices) will show our partner carrier instead of “Koodo,” meaning you’re now connected to our Extended Network Coverage. If you’re using an Android device, your device might also display a small “R,” indicating that you’re roaming, but there won’t be any additional fee for you to use this service within Canada.

Some features and services may not be available while on the Extended Network (See the “Extended Network Eligibility” dropdown above).<br><br>

__When exiting an Extended Network Coverage area:__

Your device will automatically reconnect to the Koodo network within a few seconds after you re-enter the Koodo network coverage area. 
- Once a call is established in an Extended Network Coverage area, it will continue without interruption until the call is completed. 
- Once a data session is established (e.g. browsing the Internet or watching a video), your session will stay connected until it's ended (e.g. you close your Internet browser). 

Your device network identifier will return to “Koodo” meaning you’re now back on the Koodo network.

  </div>

<div class="collapsible">
  <h3> Will I be charged for using Extended Network Coverage? </h3>
</div>
<div class="content">

There are no additional charges specific to using Extended Network Coverage. All your usage while connected to Extended Network Coverage will be billed according to your current rate plan, including any airtime and long-distance rates included in your rate plan or add-ons. 

  </div>

Network

How to enable Extended Network Coverage on your device

<div class="t-heading">1. How can I update my payment method?</div>

To ensure the payment method you provide is always up-to-date, you can easily update your info anytime through [Self Serve](https://www.koodomobile.com/my-account/subscriptions/manage-payment). You can follow the steps below to update your billing information:

1. Log in to your Self Serve account and click __Manage internet and subscriptions.__

2. Under the “Manage your payment info” section, select __Update your credit card.__

3. Update your card information and make sure to save all the changes.

__Note:__ Koodo Internet allows only pre-authorized payments, so you won’t be able to make any one-time payments. You’ll be charged on your billing date. All outstanding charges will be billed to your credit card in 1-2 business days.

If you have trouble updating your billing information, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to schedule a callback, and a rep will help you with this.<br><br>

<div class="t-heading">2. What should I do if I've been overcharged for services?</div>

For more information about your home internet charges, please review your receipts in Self Serve. <br><br>

<div class="t-heading">3. How can I view or download a payment receipt? Where can I find my transaction number?</div>

You can easily access and view your monthly receipts at [Self Serve](https://www.koodomobile.com/my-account/subscriptions/receipts). You can also find the details of your billing date, amount paid, and transaction number on your receipt. <br><br>

<div class="t-heading">4. How do I submit my payments for tax exemption?</div>

Please download your receipts from Self Serve and submit them when you file your taxes. <br><br>

<div class="t-heading">5. Can I add my internet charges to my monthly bill?</div>

Koodo Internet is a subscription-based service, so it can’t be combined with any other Koodo subscriptions or services. <br><br>

<div class="t-heading">6. Why was my credit card charged before my service was activated?</div>

Koodo Internet is a __prepaid__ subscription service. Your first payment will be made at the time of purchase, but your regular billing cycle will commence 7 days from your chosen activation date.<br><br>

  __What date will my monthly payment come out?__

  Your billing date will be seven days after your activation date. For example, if you selected the 10th as your activation date, your monthly withdrawal will happen on the 17th of each month.

  __Note:__ This does not include the initial monthly payment, which happens at the time of confirming your service order. <br><br>

<div class="t-heading">7. How can I view the details of my subscription?</div>

You can view your subscription at Self Serve. <br><br>

<div class="t-heading">8. What are the accepted payment methods?</div>

To purchase a Koodo Internet subscription, you’ll need one of the following: 

- a valid Canadian-issued debit card from Visa or MasterCard 
- a credit card from Visa, MasterCard, or American Express

We don’t accept international credit cards.<br><br>

<div class="t-heading">9. Can I pay with online banking?</div>

Koodo Internet is a subscription-based service, which means you won't receive a monthly bill for it. Instead, your monthly charges are automatically billed to the card on file. At this time, paying via other methods, like online banking, is not available. 

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Payments and receipts

Koodo Internet: Billing FAQs

Working abroad, going on a long adventure, or flying south for the winter? Our Seasonal Hold Plan could be perfect for you. For $15 per month for customers without a Tab or $30 on top of your monthly Tab charge, for up to six months, you can put a hold on your service but keep your account and phone number ready for you when you come home.

## How does the Seasonal Hold plan work?
Once activated, the Seasonal Hold Plan will pause your service. This means you won't have access to calls, texts, or data. Your phone will still be able to connect to Wi-Fi networks and make 911 calls but won’t be able to use your regular Koodo services.

When you begin a Seasonal Hold Plan, you'll no longer pay for your regular rate plan, as it will be removed from your account, and instead you'll be charged $15 per month (no Tab) or $30 (with a Tab) per month. If you have a Tab, you'll continue to pay the Tab charge monthly to reduce the Tab balance. If you have a Tab Bonus, it will also continue going down automatically each month. When you return, you can choose from the available in-market rate plans. 

__Note:__ Your current rate plan might not be available upon your return. <br><br>

## Do I need the Seasonal Hold plan?
The Seasonal Hold Plan is a great way to keep your phone number, if you'll be leaving Canada for more than one month and for fewer than twelve months.

__1. I'll be out of Canada for less than 1 month__

- You won't need a Seasonal Hold Plan, as you’re away for less than one month. Take a look at [Easy Roam](https://www.koodomobile.com/help/easy-roam "Easy Roam")/[Easy Roam](https://www.koodomobile.com/en/services/easyroam) to see some great ways to use your services while you’re away.
- If you don't want to use your phone while you’re away, turn off mobile data and don't make any calls or texts (you'll still be able to connect to Wi-Fi networks).

__2. I'll be out of Canada for more than 1 month__

- You can use the Seasonal Hold Plan. Your service will be paused, and your account and phone number will be waiting for you when you get home.  After 6 months, you’ll need to visit Self Serve and select a new rate plan from available rate plans.

__3. I'll be out of Canada for more than 12 months__

- You will not be eligible for a Seasonal Hold Plan, as it can only be used for a maximum of 6 months.

__Heads up!__ Your account must be in good standing and have been active for more than 90 days to be eligible for Seasonal Hold. <br><br>

## How can I set up a Seasonal Hold plan and resume my services when I return?

You can start the process of putting your phone on hold via Self Serve. On the “Mobile services” page, select __[Pause my plan temporarily](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/mobile-services&env=ra)__.

__Important:__ If you have a Tab or recently paid it off, you'll be directed to chat with one of our reps, who will help direct you. 

Once you’ve returned home, you can easily get your service back up and running directly via Self Serve. On the "Mobile services" page, select __Resume regular service__, then choose a plan.<br><br>

## Good to know

- Seasonal Hold can be activated __once__ in a 12-month period. __For example:__ If you change to Seasonal Hold on January 1, 2022, you can use it until June 30, 2022 and won't be able to switch back to Seasonal Hold until January 1, 2023.
- If you’re out of the country and want to put your phone on Seasonal Hold, log in to Self Serve, go to Manage service, and select __Pause my plan temporarily__. 
- A seasonal hold won’t be automatically applied to all phones on an account. The charge is $15 per subscriber (no Tab) or $30 (with a Tab) per subscriber.
- If you're thinking about putting your plan on hold for the season, keep in mind that you won't be eligible for bill credits with this option. Also, if you make the switch, any bill credits you have will be dropped in the next two billing cycles.

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

__My services are on seasonal hold, so why is my phone being disconnected and sent to the collection agency?__

On a seasonal hold, you'll still need to pay the full amount that you’re charged for the service, just like you would for a regular rate plan. If you’ve missed payments and you’ve reached the limit of months you can go without paying, we’ll have to cancel your account and send you to collections.

  </div>

---

*A discontinued plan is a plan that Koodo no longer offers; therefore, we cannot reinstate it. We are unable to guarantee which plans may or may not be discontinued, but, if your plan is discontinued when you come back from a Seasonal Hold, we will guide you through all of the available rate plans and get you set up with a new one. Unfortunately, we are unable to know whether a plan is due to expire at the time you call to set up your seasonal hold. Koodo reserves the right to withdraw/expire plans at any time.

<br><br>__Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)

Leaving Canada for a while? As a Koodo customer you can start a Seasonal Hold Plan. Find out more here. 

Got a Q? We have the A.

Oh snap!

Need more help?