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

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 Your bill payment will be automatically withdrawn from your chequing account, credit card, or Visa Debit/MasterCard Debit card every month, which means you don't need to remember to pay your bills, and they'll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

__Note:__ Pre-authorized payments are withdrawn approximately 15 days before the last day of your next month’s billing cycle.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

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

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

### __Heads up!__ 

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

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

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

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

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

### __To cancel pre-authorized payments:__

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account")
2. Select __View my bill__.
3. Select __Cancel pre-authorized payments__, then select __Next__.
4. Done! You'll get a confirmation email from us. 

### __Good to know__

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

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

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

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

  </div>


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

Billing & payments

Mobility

Bill credits

Charges on your bill

E-Bill

Past due bill

Paying your bill

Returns and exchanges

Spending Limit Program

Tax exemption

The Tab and your bill

Setting up pre-authorized payments


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

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

### You can also:

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

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

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

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

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

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

__2. Can I change my billing cycle?__

No, billing cycles can’t be changed.

  </div>

<br><br>__Related help pages:__

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


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

Help_Landing_PayingYourBillInSelfServe_ToArticle_Static_Link_May2023

Paying your phone bill in Self Serve

We understand that it can be frustrating if your Koodo Mobile bill is higher than you expected. This page goes through some common reasons and explanations to help you make sense of those unanticipated charges.

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

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

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

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

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

__Example:__

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

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

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

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

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

__How it’s calculated__

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

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

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

## 2. Connection fees

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

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

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

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

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

__Example:__

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

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

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

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

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

__How it’s calculated__

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

  </div>

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

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

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

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

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

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

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

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

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

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

  </div>

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

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

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

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

__Example:__

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

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

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

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

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

__How it’s calculated__

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

  </div>

<br><br>__Related help pages:__

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

Why your Koodo bill may be higher than you expected

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.

<div class="collapsible">
  <h3> Pay via Self Serve </h3>
</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">
  <h3> Set up pre-authorized payments </h3>
</div>
<div class="content">

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

## 1. Via Self Serve:

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

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

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

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

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

<div class="collapsible">
  <h3> Pay via bank/banking app </h3>
</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">
  <h3> Pay via automated phone system (*611) </h3>
</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">
  <h3> Using clik2pay via Interac e-Transfer </h3>
</div>
<div class="content">

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

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

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

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

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

__Just so you know__

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

<br><br>

__Related help pages:__

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

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

Got a Q? We have the A.

Need more help?