Learn how to subscribe to and manage your YouTube Premium subscription through Koodo.

<div class="collapsible">
  <h3>What's included in your YouTube Premium subscription?</h3>
</div>
<div class="content">

  YouTube Premium and YouTube Premium Lite are available through Koodo. Choose the plan that works best for you:
- __YouTube Premium__ offers ad-free experience across all of YouTube and YouTube kids. Premium membership also includes YouTube Music Premium, where you can listen to more than 300 million songs ad-free. With Premium, you can also download videos to watch offline and play videos in the background while  you use other apps or your screen is locked.
- __YouTube Premium Lite__ is a lower-priced membership that allows you to watch most YouTube and YouTube Kids videos ad-free. Most videos won’t have ads, but ads may appear on music content, Shorts, and when you search or browse. Premium Lite doesn't include YouTube Music Premium.

  </div>

<div class="collapsible">
  <h3>How do I subscribe to YouTube Premium or YouTube Premium Lite as a Koodo customer?</h3>
</div>
<div class="content">

__Existing Stream+ customers:__

If you're an existing Stream+ customer, a discount will apply to your subscription. To subscribe:
1. Log in to Self Serve
2. Visit the YouTube Premium page
3. Select Add now to subscribe.

To make sure your discount is applied, use your existing Stream+ account to purchase your YouTube subscription through Koodo.

__Note:__ You can only subscribe to YouTube Premium or YouTube Premium Lite through Koodo using select credit and debit cards. Purchasing a subscription at a retail location, call centre or through other payment methods is not currently available.

  </div>

<div class="collapsible">
  <h3>What if I already have a YouTube Premium or YouTube Premium Lite subscription?</h3>
</div>
<div class="content">

If you currently have a YouTube Premium or YouTube Premium Lite subscription directly with YouTube and want to switch to paying through Koodo, you'll need to cancel your existing subscription first.

__Here's what to expect:__
  - Your existing subscription stays active until the end of your current billing period.
  - You can activate your new Koodo subscription immediately after cancelling.

__To activate your subscription through Koodo:__
1. Log in to Self Serve
2. Go to the Subscriptions page
3. Select "Activate" and follow the prompts to link your Google account.

__Important:__ If you cancel your subscription directly through YouTube, you'll no longer be able to manage your account status through YouTube. All future payments are managed by Koodo. For more information, visit YouTube's support page at [support.google.com/youtube](https://support.google.com/youtube).<br>
__Please note:__ Partial refunds are not available for monthly or annual YouTube Premium or YouTube Premium Lite subscriptions.

  </div>

<div class="collapsible">
  <h3>How do I activate my YouTube Premium or YouTube Premium Lite subscription?</h3>
</div>
<div class="content">

Once you sign up through Koodo, you'll receive an activation email from Koodo prompting you to activate your subscription with YouTube.

__Follow these steps to activate:__
1. __Click the link__ in the activation email to go to Koodo Self Serve, then log in using your credentials. If you don't receive the email right away, you can also activate by going directly to the __Subscriptions__ section in Self Serve.
2. On the __Subscriptions__ page, find your YouTube Premium or YouTube Premium Lite subscription and select __Activate subscriptions__.
3. You'll be taken to Google's site to complete activation:
4. Once you've signed in, select __Start watching now__, and you're all set.

- No Google account? [Create a new account](https://accounts.google.com/lifecycle/steps/signup/name?continue=https://accounts.google.com/&dsh=S405451134:1772123263637512&flowEntry=SignUp&flowName=GlifWebSignIn&followup=https://accounts.google.com/&ifkv=ASfE1-o1fKlF_C3ZdKYd7UvL9QGdIkiMwnfahQHfLtYtamPCr2Bcmh9ymhD_7KQC9M_PevJ30nfLhA&TL=AHU8sQsaf5r3mpLcYMXIB7xUprzbyL4zkhkzfKJI1YyhmMZo6y5olRG3TZfn5jxR) to continue.
- Already have a Google account? [Log in](https://accounts.google.ca/) or select from an already signed-in account.

__Note:__ If you already have a pre-existing YouTube Premium subscription, see the “__What if I already have a YouTube Premium or YouTube Premium Lite subscription?__” section above.

  </div>

<div class="collapsible">
  <h3>How do I access YouTube Premium or YouTube Premium Lite?</h3>
</div>
<div class="content">

Once subscribed, you can access YouTube Premium or YouTube Premium Lite across all your devices—including your mobile device, web browser and TV—by signing in with the Google account credentials linked to your YouTube subscription. 

  </div>

<div class="collapsible">
  <h3>Can I upgrade or downgrade between YouTube Premium and YouTube Premium Lite through Koodo?</h3>
</div>
<div class="content">

To switch between YouTube Premium and YouTube Premium Lite, you'll need to:
1. Cancel your current subscription
2. Wait for your current billing cycle to end
3. Purchase the other subscription through Koodo.

  </div>

<div class="collapsible">
  <h3>How do I cancel my YouTube Premium or YouTube Premium Lite subscription through Koodo?</h3>
</div>
<div class="content">

You can cancel your YouTube Premium or YouTube Premium Lite subscription at any time through Self Serve. Your subscription stays active until the end of your current billing period.

__Follow these steps to cancel:__
1. Log in to Self Serve
2. Select the __Subscriptions__ tab
3. Select __Manage__ at the bottom of the YouTube Premium subscription box
4. Select __Cancel__.

__Note:__ Once you cancel, you'll lose access to your subscription at the end of your current billing cycle.

__Quebec subscribers:__ You can cancel immediately and will receive a prorated credit.
Koodo may also cancel your subscription at our sole discretion and without notice if we suspect fraudulent activity, misuse of your subscription or a violation of the YouTube paid service terms at [youtube.com/t/terms_paidservice](https://youtube.com/t/terms_paidservice) or applicable law. No refund will be given in this case.

  </div>

<div class="collapsible">
  <h3>Can I keep my YouTube Premium or YouTube Premium Lite subscription if I cancel through Koodo?</h3>
</div>
<div class="content">

No. If you cancel your subscription through Koodo, you'll need to resubscribe directly through YouTube.

  </div>

  <div class="collapsible">
  <h3>When should I contact YouTube customer support?</h3>
</div>
<div class="content">

If you have questions about specific YouTube functionality, visit YouTube's support page at [support.google.com/youtube](https://support.google.com/youtube).

  </div>

Subscriptions

My Account

YouTube Premium subscriptions through Koodo

From confirming what's in the box, to setting up your modem and router, our Setup page has everything you need to get your internet connection up and running: [koodo.com/setup](https://koodo.com/setup)

Koodo Home Internet service comes with easy self-installation. Take a look at the step-by-step guides below to get started. If you still need help, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

<div class="collapsible">
  <h3> Modem setup </h3>
</div>
<div class="content">

Please start the self-installation __after__ your activation is complete. We'll send your activation date to the email address you provided.

1.

![setup-instructions-step1](//images.ctfassets.net/8cecwr1x4jkf/3RvU5lxIKQBhQ1cA2ZJvfh/6d5097445ae37fbe4899173442bf17e0/image2.png)

__Connect the Coaxial Cable__

Connect one end of this cable to the connector on the back panel of the modem and connect the other end to your wall outlet. To connect a modem and a TV to the same wall outlet, you must use a cable line splitter (not included). If you need help locating your coaxial cable outlet, check out [this article](https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home).<br><br>

2. 

![setup-instructions-step2](//images.ctfassets.net/8cecwr1x4jkf/27zgF98KcL8UitLZuJcWda/8c6783af977a25016c4f4a82b28da81d/image3.png)

__Connect the Power Cable__

Connect one end of this cable to the modem and the other end to a power outlet.<br><br>

3. 

![setup-instructions-step3](//images.ctfassets.net/8cecwr1x4jkf/2OEjlWWeK1RH2Q3e8tnAwR/0307f292a813455acae774ef9cabfdbd/image1.png)

__Booting up Modem__

A series of lights will appear and cycle on the modem - this means your modem is getting ready to connect to your network. When the lights are solid green, the setup process has been completed.<br><br>

4. 

![setup-instructions-step4](//images.ctfassets.net/8cecwr1x4jkf/gEA94DrjiBNfPETY9gO0g/8eba894b6541761eaf9442933c837319/image4.png)

__Slide modem into stand__

Place the modem in the supplied modem stand. This will keep it vertical and improve its performance.<br><br>
  </div>

<div class="collapsible">
  <h3> Router setup (prior to Oct 2024) </h3>
</div>
<div class="content">

1. 

![old-setup-instructions-1](//images.ctfassets.net/8cecwr1x4jkf/5sUyfCQjKPKZjuSQnrYTEH/93da839c299c89c0987ba740cdaf1cb3/1.jpg)

To access the ports on the Wi-Fi 6 router, pull the base off the bottom of the device. It should come off easily.<br><br>

2.

![old-setup-instructions-2](//images.ctfassets.net/8cecwr1x4jkf/2V2LHTTFvC5GyA0SYiP6lj/1d45e20c4502e25e1e78d75ef99c14df/2.jpg)

Connect the purple end of the Ethernet cable (supplied) to the purple port on the Wi-Fi 6 device.<br><br>

3. 

![old-setup-instructions-3](//images.ctfassets.net/8cecwr1x4jkf/2ib5by0vt7Fw4We5fVB8go/04ebc05e00986a9613539b6e15a4a5ed/3.jpg)

Connect the other end of the Ethernet cable to the Wi-Fi port located on your modem.<br><br>

4. 

![old-setup-instructions-4](//images.ctfassets.net/8cecwr1x4jkf/1tj3MZnU6tbMkoxMO2FNi8/c2fad132f5e75c18b026cad649a8b041/4.jpg)

Connect one end of the power cable to the Wi-Fi 6 router and the other end to a power outlet.<br><br>

5. 

![old-setup-instructions-5](//images.ctfassets.net/8cecwr1x4jkf/4VEYrNzyX2qetjAIyDRMkp/3fe1982bc5cf6c49659ff177fe6de602/5.jpg)

A series of lights will appear and cycle on the Wi-Fi 6 router - this means your device is getting ready to connect to your network. When the lights are solid green, the setup process has been completed.<br><br>

6.

![old-setup-instructions-6](//images.ctfassets.net/8cecwr1x4jkf/2FzRhRyDzGBepPjXJ7f77h/3a3cb109eda4af2f28e637cb7d04f94d/6.jpg)

Your Wi-Fi login credentials for the router are located under the bottom cover. To access and/or change these settings:

1. Open a web browser
2. Enter the IP address http://192.168.1.254/
3. Log in with the router admin password

  </div>

<div class="collapsible">
  <h3> Router setup (after Oct 2024) </h3>
</div>
<div class="content">

1.

![new-router-setup-1](//images.ctfassets.net/8cecwr1x4jkf/4iHMmelXjxx1xzpVXIf8G1/fa2b213b0a1b6f4b8787a9e198c99a31/image.png)

Connect the purple end of the Ethernet cable (supplied), to the purple port on the Wi-Fi 6 device.<br><br>

2. 

![new-router-setup-2](//images.ctfassets.net/8cecwr1x4jkf/1KekofmuyZ0KKfbThrCnPj/999c2d4ad878a20b21fec7eaad179e79/image.png)

Connect the other end of the Ethernet cable to the LAN port located on your modem.<br><br>

3.

![new-router-setup-3](//images.ctfassets.net/8cecwr1x4jkf/1ikv2TxMUs2wRRiRX8Bxox/93741a16a8ddae43b52da427762fccce/image.png)

Connect one end of the power cable to the Wi-Fi 6 router and the other end to a power outlet. <br><br>

4.

![setup-instructions-step4](//images.ctfassets.net/8cecwr1x4jkf/4lKNuW62dU8v3FshnFihNm/a27ce4074a6f26632708128fe2f070e6/image.png)

While your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router initializes, you’ll see a flashing green and/or purple light on the front. A solid green light means the setup process is complete. If you don’t see a solid green light, follow the instructions in [this troubleshooting article](https://www.koodomobile.com/en/help/understanding-your-modem-and-router).<br><br>

5.

![setup-instructions-step5](//images.ctfassets.net/8cecwr1x4jkf/5XxIFm9KHaBhNZVLzE9kOl/8331166cf249b937427deec431087482/image.png)

Your Wi-Fi login credentials for the router are located at the bottom of the device: 

To access and/or change these settings:

1. Open a web browser
2. Enter the IP address http://192.168.1.254/
3. Log in with the router admin password

  </div>

Setup

Internet

DIY installation

Setup instructions for Internet self-installation

Canada's 3G network is shutting down soon. Read on to find out what that means for your service and how you can stay connected.

<div class="collapsible">
  <h3> Why is the 3G network being shut down? </h3>
</div>
<div class="content">

All Canadian carriers are retiring 3G to bring you faster, better wireless technology.

  </div>

<div class="collapsible">
  <h3> What does this mean for me? </h3>
</div>
<div class="content">

If you’re using a 3G-only device, your phone will stop working after these dates:

- __Manitoba (Rural):__ January 12, 2026
- __Manitoba (Urban : Winnipeg & Brandon):__ Starting March 31, 2026 
- __National:__ Starting March 1, 2027

To stay connected to the network, you’ll need a new device.

If you’re using a VoLTE-capable device but do not have the setting enabled, you will need to enable VoLTE to stay connected. 

Please see the sections about VoLTE below to learn more. 

  </div>

<div class="collapsible">
  <h3> How do I know if my device is 3G- or VoLTE-capable? </h3>
</div>
<div class="content">

To find out, use our [device compatibility checker](https://www.telus.com/en/support/article/how-to-use-volte). We’ll also reach out to impacted customers throughout 2026. Don't worry – if you need a new device, we'll help you find the right one that keeps you connected.

  </div>

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

Voice over LTE (VoLTE) is the technology that enables voice calls over the 4G LTE network. With a VoLTE-capable device, you may enjoy clearer calls and faster connection times.

  </div>

<div class="collapsible">
  <h3> What is a VoLTE-capable device? </h3>
</div>
<div class="content">

A VoLTE-capable device is a mobile phone that can make voice calls using 4G LTE networks. To connect to the LTE network after the 3G shutdown, your device must be VoLTE-capable and have this feature enabled.

Most phones purchased in recent years support VoLTE, where it is often enabled by default. If not, our [VoLTE help page](https://www.koodomobile.com/en/help/volte) explains how to activate it on your phone.

  </div>

<div class="collapsible">
  <h3> How will this shutdown affect my service? </h3>
</div>
<div class="content">

__If you’re using a 3G-only device:__
You’ll lose connection, so you’ll need a new device to connect. To make this switch easier, explore our offers on [phones](https://www.koodomobile.com/en/phones?INTCMP=KMNew_SupportArticle_Shop_Phones) and [plans](https://www.koodomobile.com/en/shop/mobility/bring-your-own-phone?INTCMP=KMNew_SupportArticle_Shop_Plans) when switching to a compatible device.

__If you’re using a VoLTE-capable device:__
You may experience a loss of connection if your settings are not adjusted. To stay connected, follow these [instructions to enable VoLTE in your settings](https://www.koodomobile.com/en/help/volte).

  </div>

<div class="collapsible">
  <h3> I need to get a VoLTE-capable device. Where can I get help finding one? </h3>
</div>
<div class="content">

We'll be proactively sharing available options for impacted customers throughout 2026. If you’d like to upgrade sooner, you can visit your nearest [Koodo store](https://www.koodomobile.com/en/find-nearest-store) and discuss options.

  </div>

<div class="collapsible">
  <h3> What should I do to prepare for the shutdown? </h3>
</div>
<div class="content">

- Check if your device is VoLTE-compatible
- Back up your important data
- Visit a Koodo store  to discuss your options
- Plan your upgrade (if necessary) before the shutdown date

  </div>

<div class="collapsible">
  <h3> What are the benefits of upgrading my device? </h3>
</div>
<div class="content">

Upgrading to a newer device may give you access to the following:

- Faster data speeds
- Better call quality through VoLTE
- Enhanced network reliability
- Access to 5G (where available)

  </div>
<div class="collapsible">
  <h3> Can I keep my current plan if I upgrade my device? </h3>
</div>
<div class="content">

If you have a VoLTE-capable device or purchase a VoLTE-capable device outright, you may be able to keep your existing plan. 

If you need a new device, you won’t be able to keep your existing plan. To make this switch easier, explore our offers on [phones](https://www.koodomobile.com/en/phones?INTCMP=KMNew_SupportArticle_Shop_Phones) and [plans](https://www.koodomobile.com/en/shop/mobility/bring-your-own-phone?INTCMP=KMNew_SupportArticle_Shop_Plans) when switching to a compatible device.

  </div>

<div class="collapsible">
  <h3> I'm a Koodo prepaid customer. What are my options? </h3>
</div>
<div class="content">

__If you’re using a 3G-only device:__
You’ll need to upgrade to a VoLTE-capable device. To make this switch easier, explore our offers on [phones](https://www.koodomobile.com/en/phones?INTCMP=KMNew_SupportArticle_Shop_Phones) and [plans](https://www.koodomobile.com/en/shop/mobility/bring-your-own-phone?INTCMP=KMNew_SupportArticle_Shop_Plans) when switching to a compatible device. For help with this, please visit a [Koodo store](https://www.koodomobile.com/en/find-nearest-store) or go to Koodo Assist to schedule a callback.

__If you’re using a VoLTE-capable device:__
You may experience a loss of connection after March 1, 2027 if VoLTE is not enabled in your settings. To stay connected, follow these instructions to enable VoLTE in your settings.

  </div>

<div class="collapsible">
  <h3> Can I use Teletypewriter (TTY) service after the 3G shutdown? </h3>
</div>
<div class="content">

TTY devices won't work over wireless connections once 3G shuts down (but they'll still work over landlines). TELUS IP Relay is a free option that works on any device connected to the internet – like your computer, tablet, or smartphone. Check out our [IP Relay help page](https://www.koodomobile.com/en/help/IP-Relay) to learn more.

  </div>

  __Related articles:__

- [What you need to know about the Manitoba 3G network shutdown](https://www.koodomobile.com/en/help/3gshutdownmanitoba)
- [Explaining Koodo’s 3G usage price increase](https://www.koodomobile.com/en/help/explaining-koodos-3g-usage-price-increase)

Managing mobile services

Mobility

National 3G network shutdown FAQ

Get to know what Stream+ is and how to purchase, activate, and manage it.   

<div class="collapsible">
 <div class="t-heading-h3">What is Stream+ and how can I purchase it?  </div>
</div>
<div class="content">

__What is Stream+?__

Stream+ is a bundle of video streaming services that includes Netflix, Disney+, an Amazon Prime membership, TELUS Films & Series, and 50+ free featured channels. 

You can pick between __Stream+ Basic__, which will include Netflix (standard with ads), Disney+ (standard with ads), plus the Amazon Prime membership, or __Stream+ Premium__, which includes Netflix Premium, Disney+ Premium, plus the Amazon Prime membership. 

Stream+ is exclusive to any Koodo customer for a monthly fee. There is no commitment tied to the service, so you can enjoy it every month for as long as you like and cancel anytime.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How do I activate the new discovery+ app? </div>
</div>
<div class="content">

1. Log in to Self Serve > [Mobile Services](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/mobile-services&env=ra)
2. Click __Activate__ for discovery+
3. Follow the prompts in the discovery+ app for a __new account setup__ to link your subscription.

For discovery+ help, please go to [support.discoveryplus.ca](https://support.discoveryplus.ca/hc/en-ca)
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What if I already have a Netflix, Disney+, or Amazon Prime account? </div>
</div>
<div class="content">

If you already have a Netflix, Disney+, or Amazon Prime account, you’ll be able to link your existing account and keep your watch history and account details during the activation step.

Once you link your existing account, your billing may transfer over to Koodo. Check out the “Managing Stream+:  FAQ” section below for details.<br><br>

__How can I purchase Stream+?__

- You must be an existing Koodo customer 

- You can purchase __Stream+ Basic__ or __Stream+ Premium__ from [this page](https://www.koodomobile.com/en/shop/subscriptions/streamplus) using a Visa, Mastercard, or Discover credit card, or a Visa or Mastercard debit card.<br><br>

__Where can I learn more about what’s included with Netflix Standard with ads, Disney+ Standard with Ads, and Amazon Prime__?

To learn more about the features of each service, check out the support pages below:

- [Netflix Standard with ads](https://help.netflix.com/en/node/24926)
- [Disney+ Standard with Ads](https://help.disneyplus.com/article/disneyplus-price)
- [Amazon Prime membership](https://www.amazon.ca/amazonprime)<br><br>

__Does the Amazon Prime membership via Koodo include all the benefits of the Amazon Prime membership?__

Absolutely! With the Amazon Prime membership, you get access to Prime Video, Prime Music, Prime shopping, and fast, free shipping on millions of Prime-eligible items with flexible delivery options.<br><br>

__What is TELUS Films & Series and the 50+ free featured channels and how do I access them?__

TELUS Films & Series includes hard-to-find TELUS originals, TELUS Presents, and STORYHIVE shows, and the 50+ free featured channels include award-winning shows from across the globe and fresh Canadian content.

You can access them all on the TELUS TV+ app.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do I watch my Stream+ content? </div>
</div>
<div class="content">

__I’ve purchased Stream+. How can I start watching content?__

To start watching your favourite movies and shows, first activate your Netflix, Disney+, and Amazon Prime account in Self Serve. Just follow these steps:

1. Click the “Activate” link on the “Thank You” page immediately after you complete your purchase or click on the “Activate” link in the activation emails you receive after you complete your purchase. This will lead you to the __Manage subscriptions__ section of Self Serve.

2. After clicking the “Activate” button beside each service in Self Serve, you’ll be taken to each partner’s website to create new credentials or to link your existing accounts to Koodo. 

__Note:__ It may take a few hours for the "Activate" button to change to "Launch" after you complete the activation step.<br><br>

__I have an existing Netflix, Disney+, and/or Amazon Prime account. How can I keep my watch history and avoid being double-billed?__

__Netflix:__ If you already had a Netflix account before signing up for one with Koodo, you’ll be able to link your existing account during the activation process, so you don’t lose your watch history or account details. Once it’s linked, your billing will transfer over to Koodo.<br><br>

__Amazon:__ If you already had an Amazon account before signing up for one with Koodo, you’ll be able to link your existing account during the activation process, so you don’t lose your watch history or account details.

If your pre-existing subscription for Amazon Prime is on a __monthly__ billing cycle, once you link your existing account, your billing will transfer over to Koodo. 

__Note:__ In some circumstances, existing Amazon Prime customers may see this error: “You already have an active Prime membership on this account. Existing Prime members are ineligible for this offer.” If you get this error, please contact Amazon for help with your existing Prime membership, then return to Self Serve to finish linking your Amazon account.

If your pre-existing subscription for Amazon Prime is on an annual payment cycle, once you link your account, your billing will NOT transfer over to Koodo. Instead, annual subscriptions will pause. You can resume the remaining months if you cancel Stream+.<br><br>

__Disney+:__ If you already had a Disney+ account before signing up for one with Koodo, you’ll be able to link your existing account during the activation process, so you don’t lose your watch history or account details. 

Depending on your pre-existing Disney+ plan, you may need to manage your subscription to avoid duplicate charges:

- If you have a monthly Disney+ subscription that’s the __same as or less than__ our plan, we'll automatically pause it while you're with us.

- If your monthly plan is __more than__ our plan offers, or if you subscribe through a third party (e.g., Apple, Google), you'll need to pause or cancel it yourself to avoid double billing. Need help managing your Disney+ subscription? Check out [this guide](https://help.disneyplus.com/article/disneyplus-third-party-subscription).

- If you have an __annual__ Disney+ subscription, once you link your account, your billing will NOT transfer over to Koodo. Instead, annual subscriptions will pause. You can resume the remaining months if you cancel Stream+.<br><br>

__Where can I watch Netflix, Disney+, and Amazon Prime Video?__

- You can watch Netflix on any supported smart TV, phone, tablet, streaming player, or game console that connects to the internet and offers the Netflix app, or at netflix.com using a computer. For device compatibility, check out this page: [Netflix Supported Devices](https://devices.netflix.com/en/)

- You can watch Disney+ on web browsers, mobile devices, tablets, streaming sticks, gaming consoles, smart TVs and set-top boxes. For device compatibility, check out this page: [Disney+ supported devices](https://help.disneyplus.com/article/disneyplus-en-ca-devices-supported?redirect=false)

- You can watch Prime Video on a range of televisions, Amazon devices, mobile devices, Blu-ray players, games consoles, and streaming media devices. For device compatibility, check out this page: [Amazon Prime Video support](https://www.primevideo.com/help?nodeId=202064830)

You can also access Netflix, Disney+, and Amazon Prime Video with the TELUS TV Mini device. For more details on the TELUS TV Device, check out [this page](https://www.telus.com/en/shop/subscriptions/smart-home/devices/telus-tv-mini). (You’ll need to log in with your Netflix / Disney+ / Prime Video accounts, not with your Self Serve account.)<br><br>

__Where can I watch TELUS Films & Series and the 50+ free featured channels?__

You can access TELUS Films & Series and the 50+ free featured channels via the TELUS TV+ app or through the TELUS TV Mini device. For more details on the TELUS TV Device, check out [this page](https://www.telus.com/en/shop/subscriptions/smart-home/devices/telus-tv-mini). 

The TELUS TV+ app is available for download on iOS and Android mobile devices, Apple TV, Android TV, or on your web browser at [telustvplus.com](http://telustvplus.com). For more information, check out [telus.com/telustvplusapp](https://www.telus.com/en/support/article/telus-tv-for-ios-android).<br><br>

__Do I have to activate TELUS Films & Series or the 50+ free featured channels?__

Nope! You don’t need to activate TELUS Films & Series like you would with the other OTT services. All you need to do is log in to TELUS TV+ with your Self Serve credentials.<br><br>

__What is the TELUS TV Mini device?__

The TELUS TV Mini device is designed to simplify your Stream+ experience. To use it, plug it in to your TV, enter your Self Serve credentials, and enjoy easy access to Netflix, Disney+, Amazon Prime Video, and TELUS content, all from one device. If you're looking for something specific to watch, our search checks all your services at once.

For more details on the TELUS TV Device, check out [this page](https://www.telus.com/en/shop/subscriptions/smart-home/devices/telus-tv-mini).
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do I manage my Stream+ subscription? </div>
</div>
<div class="content">

__How do I cancel Stream+?__

You can cancel Stream+ via Self Serve by following these steps:

1. In the "Manage Internet and subscriptions" box, click the __Manage now__ button.

2. Click __Manage__ in the subscriptions box you want to cancel.

3. Click __Cancel my subscription__.

If you cancel Stream+, you won’t have access to your streaming accounts through Koodo. Your subscription may automatically renew with the streaming service provider, if your previous payment method is still on your account and up to date. Otherwise, you may have to update your payment information to resume service with the streaming service provider again.

When you cancel, your cancellation will be effective at the end of your billing cycle, so you’ll still have access to your subscription until then.

If you’re a Quebec subscriber, you’ll be able to cancel immediately and receive a prorated credit.<br><br>

__How can I change my credit card details?__

To change your credit card details:

1. Log in to Self Serve on your web browser.

2. Select the __Subscriptions__ tab.

3. Click __Manage your credit cards__ in the upper right-hand corner.

4. Click __Update card__ below your existing card details.<br><br>

__How can I view my past receipts?__

1. Log in to  Self Serve on your web browser.

2. Select the __Subscriptions__ tab.

3. Click __View your receipts__ in the upper right-hand corner.<br><br>

__Can I upgrade my Stream+ Basic to Stream+ Premium or downgrade my Stream+ Premium to Stream+ Basic?__

Yes, if you’ve purchased Stream+ Basic and want to switch over to Stream+ Premium, follow the steps below:

1. Log in to Self Serve

2. Select the __Subscriptions__ tab.

3. Select __Manage__ under “Stream+”

4. Make your preferred plan change

If you’re __upgrading__ your service from Stream+ Basic to Stream+ Premium, you’ll see the change take effect immediately. You’ll receive a prorated refund for Stream+ Basic and start being charged for Stream+ Premium immediately.

If you’re __downgrading__ your service from Stream+ Premium to Stream+ Basic, you’ll keep access to your current streaming services until the end of your current billing cycle. After that, you’ll be charged for Stream+ Basic.
</div>  

<div class="collapsible">
  <div class="t-heading-h3">I have the old version of Stream+ with Netflix Premium, Apple TV, and discovery+ but now I want to buy Stream+ Basic or Premium. </div>
</div>
<div class="content">

__Can I merge my accounts or upgrade to the new version?__  

__Stream+ with Netflix Premium, Apple TV, and discovery+__ and __Stream+ Basic and Premium__ are two different packages, so they can’t be merged and you can’t upgrade directly.   

If you’d like to buy Stream+ Basic or Premium and avoid paying twice for Netflix, just cancel your current Stream+ with Netflix, Apple TV and discovery+ before starting your new package.

Let's help you switch! Follow these steps to cancel your current version of Stream+ through Self Serve:

1. On the “Mobile services” page, select the __Manage add-ons__ link

2. Under the __Add-ons__ section, click the X to remove Stream+

3. On the next page, select __Confirm changes__.

__Notes:__

- Cancellation will take effect right away and you’ll lose access to your accounts through your previous version of Stream+

- You’ll see a partial charge on your bill from the start of your billing cycle to the day you cancelled.<br><br>

__How do I activate my services for my existing version of Stream+?__

1. On the “Mobile services” page, select __Manage add-ons__

2. Click “Activate” for any services that require activation

Alternatively, you can activate your subscription on the Subscriptions page in Self Serve.
  </div>  

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

__1. I’m an existing Stream+ customer. How do I get a discount on additional streaming subscriptions with Koodo?__

Existing Stream+ customers will get a discount on select streaming services with Koodo. To receive this discount, make sure you’ve purchased Stream+ using the same Self Serve account you’re using to purchase the additional streaming service(s). To see the full list of streaming services available at Koodo, check out [this page](https://www.koodomobile.com/en/services/streaming?INTCMP=KMNew_NavMenu_Shop_StreamingandMore).<br><br>

__2. If I have a Disney+ subscription through Koodo, can I purchase Stream+ Basic or Premium?__

If you have a Disney+ subscription through Koodo, you’ll need to first cancel your Disney+ subscription, wait for your billing cycle to reset, then purchase Stream+ Basic or Premium.<br><br>

__3. Can I add an extra member to my Netflix account if I’m being billed by Koodo?__

Yes, you can, but Netflix will bill you for it separately.

Already had extra people on your Netflix before getting it with Koodo? No worries. They'll stay on your account, but Netflix will keep charging you for them directly.

To manage who's on your account, head to the Netflix website. Need more details? Check out [this page](https://help.netflix.com/en/node/123279/ca). <br><br>

__4. Can I remove ads for Amazon Prime Video if I’m being billed by Koodo?__

Your Amazon Prime Video through Koodo comes with the standard viewing experience, and the ad-free option isn't part of this package.<br><br>

__5. Does streaming on my mobile device count towards my data usage allowance?__

Streaming movies and shows will count towards your data usage allowance __if you're using your mobile data__. To use less mobile data, you can connect to Wi-Fi when streaming on your mobile device, or you can download content for offline viewing where available.
  </div>

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Stream+

__Posted Mar 1, 2026: OTT Subscription Rate increases__

Starting April 2nd, 2026, the regular monthly rates for the following subscription services will be increasing as follows (plus applicable taxes):

- AMC+ will increase by $1 from $9.99 to $10.99 per month
- Apple TV will increase by $2 from $12.99 to $14.99 per month
- Crunchyroll will increase by $1 from $12.49 to $13.49 per month
- Hayu will increase by $1 from $6.99 to $7.99 per month
- Sportsnet+ Standard  ($24.99/month plan) will increase by $5 from $24.99 to $29.99 per month
- Sportsnet+ Premium  ($34.99/month plan) will increase by $8 from $34.99 to $42.99 per month

This adjustment is mainly due to the increased costs of the streaming services. The above changes will take effect on your first billing date on or after April 2nd, 2026

If you’d like to make any changes to your subscription services, you can do so at any time by signing in to your [Self Serve](https://www.koodomobile.com/my-account/subscriptions?INTCMP=kss-support-subscription-service-change-mar2026) account.

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Service changes and rate updates

__Looking for a travel pass?__

The Easy Roam Travel Pass gives you unlimited talk and text and lets you use your monthly plan’s data while you travel for a fixed number of days.

You pay a one-time charge for the duration of the Travel Pass, available in 7, 14 or 30 consecutive days depending on the destination

<div class="collapsible">
  <div class="t-heading-h3">How it works</div>
</div>
<div class="content">

- __Travel Pass durations available:__ 7, 14 or 30 consecutive days of roaming, depending on the destination.  

- __No daily fees:__ pay once for the entire Travel Pass.  You’re only charged the fee when you use your phone in your travel destination

- __Talk and Text:__ Enjoy unlimited calls and texts

- __Data:__ Uses the data that’s included in your monthly plan

- __Travel Passes expire:__  A Travel Pass is active for 30 days from activation. After the pass expires or the included days are used up, further roaming is charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse).
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How do I buy a Travel Pass?</div>
</div>
<div class="content">
To add any of the Travel Passes below, log into Self Serve, go to the Travel Tab, input your travel destination in the new search bar and add the pass you need. Or, follow the text to add instructions below. 

Travel Passes can be added in two ways: using Self Serve or by texting a code.

__Self Serve:__

1. Log into Self Serve
2. Go to the Travel Tab
3. Input your travel destination in the search bar
4. Add the pass you need

__Text to Add:__ 

1. Find your travel destination below
2. Follow the corresponding text instructions

<br>__USA 7 DAY TRAVEL PASS:__

To get a 7-day Easy Roam Travel Pass to eligible U.S. destinations (limited time discounted cost of $35): Text __US7PASS__ to __7626__

- Provides 7 consecutive days of roaming in eligible USA destinations

- Remains active on your plan for 30 days from the activation date

- After the Travel Pass expires or the 7 days are used up, further roaming is charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).

__Note:__ Calls to the following U.S. locations are not covered by the US Travel Pass. If you call these numbers, you’ll be charged at the standard roaming pay-per-use rate instead:

- 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)
 <br><br>

__CARIBBEAN & MEXICO 7 DAY TRAVEL PASS:__

To get a 7-day Easy Roam Travel Pass (limited time discounted cost of $49): Text __CAR7PASS__ to __7626__

- Provides 7 consecutive days of roaming in eligible Caribbean/Mexico destinations

- Remains active on your plan for 30 days from the activation date

- After the Travel Pass expires or the 7 days are used up, further roaming is charged at  pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).<br><br>

__LATIN AMERICA 7 DAY TRAVEL PASS:__

To get a 7-day Easy Roam Travel Pass (cost of $60): Text __LATIN7__ to __7626__

- Provides 7 consecutive days of roaming in eligible Latin American destinations

- Remains active on your plan for 30 days from the activation date

- After the Travel Pass expires or the 7 days are used up, further roaming is charged at  pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).<br><br>

__ASIA 14 DAY TRAVEL PASS:__

To get a 14-day Easy Roam Travel Pass (cost of $70): Text __ASIA14__ to __7626__

- Provides 14 consecutive days of roaming in eligible destinations in Asia

- Remains active on your plan for 30 days from the activation date

- After the Travel Pass expires or the 14 days are used up, further roaming is charged at  pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).<br><br>

__EUROPE 14 DAY or 30 DAY TRAVEL PASS:__

Europe has __two travel pass options__: a 14-day travel pass and a 30-day travel pass. Each travel pass has its own cost, duration and text code.

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>

- The 14 day Travel Pass provides 14 consecutive days of roaming in eligible destinations in Europe and remains active on your plan for 30 days from the activation date

- The 30 day pass provides 30 consecutive days of roaming in eligible destinations and remains active on your plan for 45 days from the activation date

- After the Travel Pass expires or the 14 or 30 days are used up, further roaming is charged at  pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).
<br><br>

__AUSTRALIA & NEW ZEALAND 7 DAY TRAVEL PASS:__

To get a 7-day Easy Roam Travel Pass (cost of $50): Text __AUSNZ7__ to __7626__
- Provides 7 consecutive days of roaming in eligible Australian and New Zealand destinations

- Remains active on your plan for 30 days from the activation date

- After the Travel Pass expires or the 7 days are used up, further roaming is charged at pay-per-use rates, as listed on [koodomobile.com/payperuse](https://koodomobile.com/payperuse).

</div>

<div class="collapsible">
  <div class="t-heading-h3">How you’re billed for Easy Roam Travel Pass </div>
</div>
<div class="content">

__When am I billed for the Travel Pass?__

You won’t be charged when you buy a Travel Pass. You’re only billed once you start using your phone when travelling.<br><br>

__Here’s what you’ll see on your bill__

- __Day 1 of usage:__ a single travel pass will appear under Airtime on your bill

- __Remaining days of the pass:__ You’ll see $0 charges listed for each day used until the pass expires

    __Example:__ Let’s say you got a 14 day Travel Pass for Europe and started roaming June 1:

    You’ll see the one time charge of $50 in the __Add-ons__ section of your monthly bill.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Is Easy Roam Travel Pass available for Prepaid plans?</div>
</div>
<div class="content">

No, the Easy Roam Travel Pass is available only to monthly (postpaid) plans. Koodo prepaid customers can use their phone in Canada and the U.S. However, the [U.S Roaming Booster add-on](https://www.koodomobile.com/en/prepaid-plans) is needed to use a Koodo Prepaid phone in the U.S. 
  </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 destinations in the U.S. include:__

- United States
- Alaska
- Guam
- Hawaii
- Northern Mariana Islands
- U.S. Mainland
- Puerto Rico
- U.S. Virgin Islands

__Note:__ Calls to the following U.S locations are __not covered__ by the US travel pass. If you call these numbers, you’ll be charged at the standard roaming pay-per-use rate instead:

- 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 Latin America include:__
- Mexico
- Argentina
- Brazil
- Columbia
- Costa Rica
- Ecuador
- El Salvador
- Guatemala
- Honduras
- Panama
- Paraguay
- Peru
- Uruguay

__The eligible destinations in Asia include:__

- Bangladesh
- China
- Hong Kong
- India
- Indonesia
- Japan
- 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

__The eligible destinations in Australia and New Zealand include:__

- Australia
- New Zealand
  </div>

<div class="collapsible">
  <div class="t-heading-h3">What are Koodo’s travel plans?</div>
</div>
<div class="content">

Koodo offers travel coverage through [Easy Roam](https://www.koodomobile.com/en/help/easy-roam) and Easy Roam Travel Passes, with no need to change your plan. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Travelling to a destination not covered with Easy Roam Travel Pass</div>
</div>
<div class="content">

  If Easy Roam Travel Pass doesn’t cover a destination you’re travelling to, you may be able to use [Easy Roam](https://www.koodomobile.com/en/help/easy-roam) instead. Check the available Easy Roam destinations to see if you’re covered. If neither option is available, pay-per-use rates will apply. You can confirm the applicable pay-per-use rates by searching your travel destination at [koodomobile.com/payperuse](https://koodomobile.com/payperuse).
</div>

<div class="collapsible">
  <div class="t-heading-h3">Can I call another country while using Easy Roam Travel Pass?</div>
</div>
<div class="content">

If you call a number __outside the destination covered by the Travel Pass you’ve purchased__, these calls are charged at the pay-per-use rate for the country you’re calling from. To view the applicable pay-per-use rates, visit [koodomobile.com/payperuse](https://koodomobile.com/payperuse).
<br><br>
__Example:__ You’re in the U.S with the U.S Travel Pass and call a number in England (which isn’t covered by the U.S Travel Pass), the call will be charged at the U.S pay-per-use rate
</div>  

<div class="collapsible">
  <div class="t-heading-h3">How do I cancel a travel pass?</div>
</div>
<div class="content">

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep for help with this.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Can I use Easy Roam Travel Passes on a cruise ship or in-flight?</div>
</div>
<div class="content">

No, Easy Roam Travel Passes can’t be used on cruise ships, airplanes, or other satellite locations. 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.
  </div>

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Travel and roaming

Easy Roam Travel Passes

<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 either 'HFO' or 'TD' followed by a string of numbers (e.g. HFO12345678 or TD1234567). 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>

## Do you have the latest phones?

We offer a great selection of the latest smartphones by Apple, Samsung, Google and Motorola. Visit our [Phones](https://www.koodomobile.com/en/phones?INTCMP=KMNew_NavMenu_Shop_Phones) page on the Koodo website to see what’s available now.<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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Want to know about upgrading your phone with Koodo? Find out more here. 

Upgrading

Self Serve

Upgrading your phone

** discovery+ is __not available__ to purchase through Koodo right now. Folks who already subscribed to it earlier can keep it. 

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

__What’s the difference between discovery+ and 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.<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 do I activate the new discovery+ app?  </h3>
</div>
<div class="content">

1. Log in to Koodo __Self Serve__ > [Subscriptions](https://www.koodomobile.com/my-account/subscriptions).

2. Select __Activate__ for discovery+

3. Follow the prompts in the discovery+ app for a __new account setup__ to link your subscription.

For discovery+ help, please go to [support.discoveryplus.ca](https://support.discoveryplus.ca/hc/en-ca).<br><br>

__What should I do if discovery+ is already part of my Stream+ bundle (with Netflix Premium, Apple TV+, and discovery+)?__

1. Log in to __Self Serve__.

2. In the __Mobile services__ section, select __Manage add-ons__

3. Click on the __Activate__ link for discovery+

4. To link your subscription, follow the prompts for __new account setup__. 

For more information, check out our [Stream+ help page](https://www.koodomobile.com/en/help/stream-plus). 
  </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](https://support.discoveryplus.ca).

  </div>


Subscribing to discovery+ 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 Koodo 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 Koodo 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

Get to know what Amazon Prime is, how it works, and how to manage it after you’ve added it to your mobile phone plan.   

<div class="collapsible">
  <h3> Getting started with Amazon Prime </h3>
</div>
<div class="content">

__What is Amazon Prime?__

A Prime membership gives you the best of shopping and entertainment. Prime members get fast, free delivery on millions of items, and can even get next-day or same-day delivery where available. With Prime Video, you can stream thousands of popular movies, TV shows, and award-winning Amazon Originals. Membership also provides access to millions of ad-free songs and playlists with Amazon Music Prime. You can learn more about these and other benefits by visiting the [Prime home page](https://www.amazon.ca/gp/help/customer/display.html?ref_=help_search_1-1&nodeId=G6LDPN7YJHYKH2J6&qid=1685577843325&sr=1-1).

__What if you already have an Amazon Prime account?__

Once you add Amazon Prime, you'll be asked to activate your account by either creating a new account if you don't have one yet, or by linking your existing account so you don't lose your watch history or account details. Once you link your existing account, your Prime billing will transfer over to Koodo.

__What are the Prime membership benefits?__

Prime members can enjoy the following benefits:

- __TV shows and movies:__ Watch what you love on __Prime Video__ with award-winning Amazon Originals, as well as movies, TV shows, live sports, and more.
- __Delivery:__ Enjoy fast, free ways to get your orders with options like Two-Day, One-Day, and Same-Day Delivery. Don't need your Prime order right away? Select No-Rush Shipping and earn rewards for future purchases.
- __Music:__ Access millions of ad-free songs and playlists with Amazon Music Prime. Listen with Alexa or on the go when you download to your mobile device.
- __Gaming:__ Get free games, in-game loot, and a Twitch channel subscription every month.
- __Exclusive Deals:__ Prime members get access to an ever-evolving set of special deals and shopping events like Prime Day.

For a more detailed list of Prime benefits, please visit the [Prime help and support page](https://www.amazon.ca/gp/help/customer/display.html?ref_=help_search_1-1&nodeId=G6LDPN7YJHYKH2J6&qid=1685577843325&sr=1-1)

__Where to watch Prime Video:__

Once you add Amazon Prime to a mobile phone plan and activate your account, you can start watching on your TV, laptop, smartphone, or tablet. 

For more help with [Prime Video](https://www.primevideo.com/), check out the [Prime Video support page](https://www.primevideo.com/help?nodeId=202064830)

## How can you get Amazon Prime?

New and existing customers can get the Amazon Prime add-on with eligible plans.
  </div>

<div class="collapsible">
  <h3> Managing your service with Prime Video </h3>
</div>
<div class="content">

__How can I start using my Amazon Prime benefits?__

To start enjoying your Amazon Prime benefits, first you’ll need to activate your Prime account in Self Serve. After you purchase the add-on, select __“Activate”__ under the Prime Logo:

![Amazon Prime Screenshot - Add-Ons](//images.ctfassets.net/8cecwr1x4jkf/150kUwMPRcRQL4tRY2RZ6U/2737c1955808a09cbe7215eb21327ce4/Amazon_Prime_Screenshot_-_Add_ons_-_Activate_now.JPG?w=1100)

You can also activate each service from your list of subscriptions in the __“Mobile services”__ section of Self Serve: 

![Amazon Prime Screenshot - Mobile Services](//images.ctfassets.net/8cecwr1x4jkf/6snl29FgVlbwhY3W62GOf1/612d3bdf93a18abb79e80a383993e0ba/Amazon_Prime_Screenshot_-_Mobile_Services.JPG?w=1000)

If you already have an account with Amazon Prime, you’ll be able to link your existing account during the Amazon Prime activation process so you don't lose your watch history or account details. Once you link your existing account, your billing will transfer over to Koodo, and you should no longer be charged by Amazon.

__How to cancel Amazon Prime on your Koodo account__

Because there’s no commitment tied to Amazon, you can cancel the bundle at any time through Koodo Self Serve:

1. Log in to Self Serve
2. From the “Self Serve” drop-down menu, select __Mobile services__ 
3. On the “Mobile services” page, under the “My add-ons” section, select __Manage add-ons__
4. On the add-ons page, locate "Amazon Prime" in your list of add-ons, then select the '__x__' to remove it.

![Remove from add-ons list - EN](//images.ctfassets.net/8cecwr1x4jkf/493wdsVPelop65nGUUcO3M/4f40270c9dfef2bb17d740a3e459176e/Remove_from_add-ons_list.PNG)

__What happens to your Amazon Prime account when you cancel it from your Koodo account?__

If you leave Koodo, or if you switch from the qualifying service plan ($44 or more) to one that doesn’t offer Prime, your membership will be automatically canceled. You can also cancel Prime through Self Serve at any time. On your Koodo bill, you’ll be charged a prorated amount starting from the first day of your billing cycle up until the day you cancel Amazon Prime with Koodo.

To continue your Prime membership, click [here](https://www.amazon.ca/amazonprime?language=en_CA).

Log in using your Amazon details and sign up for Prime to continue enjoying the benefits.

__Having trouble logging in to your Amazon Prime account?__

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type “Amazon Prime,” and a rep will guide you in the right direction.
  </div>

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

__1. What is the Amazon Prime offer with Koodo?__

Get 3 months of access to Amazon Prime, on us, when you get a Postpaid plan of $44 or more. After the 3-month promotional period, the standard Amazon subscription monthly charges (currently $9.99/month + taxes) will appear on your Koodo bill. This promo is available only once to each Koodo customer. <br><br>

__2. How will Koodo billing work if I already pay for Amazon Prime?__

Once you add Amazon Prime to your Koodo account, you’ll be charged starting from the day of your purchase. Because you have 3 months of access, on us, you’ll likely see a prorated amount for Amazon Prime on your first Koodo bill after the 3 months. If you’re new to Koodo and are waiting to receive your new device and/or SIM card, you won't be charged until your order is shipped.

After you add Amazon Prime, it’s important that you __activate__ your account in Self Serve to avoid double billing. During the activation process, you’ll be able to link your existing account so you don't lose your watch history or account details. Once you link your accounts, your billing will transfer over to Koodo.

If you’re still being billed by the streaming service provider after linking your account, you can ask for help on this [Amazon support page](https://www.amazon.ca/-/fr/gp/help/customer/display.html?nodeId=508510&ref_=footer_gw_m_b_he&language=en_CA)<br><br>

__3. Does this offer include all Prime benefits?__

Yes! This means you’ll have access to Prime delivery, Prime Video, Amazon Music, exclusive deals and offers, and much more. <br><br>

__4. How can I qualify for this offer?__

Any existing or new customer on a Postpaid plan of $44 or more can add the service on their account. This is available to new and existing Prime customers. <br><br>

__5. Does streaming on my mobile device count towards my data usage allowance?__

Streaming movies and shows will count towards your data usage allowance, if you're using your mobile data. To use less mobile data, you can connect to Wi-Fi when streaming on your mobile device, or you can download content for offline viewing when the option is available.<br><br>

__6. Is Prime Video ad-supported?__

Starting February 5, 2024 in Canada, Prime Video movies and TV shows will include limited advertisements. Prime Video aims to have meaningfully fewer ads than linear TV and other streaming TV providers. Advertisements won’t be included on content that is rented or purchased.

Prime Video customers have the option to pre-register for the monthly Ad Free option* for $2.99/month billed to your payment method registered to your Amazon account, but won’t be billed until Prime Video Ad Free launches. See [Pre-Register for Prime Video Ad Free](https://www.primevideo.com/help?nodeId=TD5EYJIUGQMY13QQdi) for further details. 

*Live events, such as sports, will continue to include advertising.*

If you need additional support, please [contact Amazon support](https://www.amazon.ca/gp/help/customer/contact-us) to be connected with one of Amazon’s Customer Support agents. 
  </div>

__Related help pages:__
- [Speed experience in rate plans](https://www.koodomobile.com/en/help/starter-plans-3g-data-speeds?search_api_views_article_search_fulltext=stream)
- [Koodo Skill with Amazon Echo & Alexa](https://www.koodomobile.com/en/help/alexa?search_api_views_article_search_fulltext=Koodo%20Skill%20with%20Amazon%20Echo)
- [Stream+](https://www.koodomobile.com/en/help/stream-plus?search_api_views_article_search_fulltext=stream)

<style>
  img[alt="Amazon Prime Screenshot - Add-Ons"] { max-width: 750px !important; }
  img[alt="Amazon Prime Screenshot - Mobile Services"] { width: 100%; max-width: 450px !important; }
</style>

Amazon Prime

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/

<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 ICI TOU.TV/EXTRA subscription through Koodo. 

![ICI.TOU.TV Logo](//images.ctfassets.net/8cecwr1x4jkf/31dNqYjcmJl6Jz3cQuFLAG/d86390b456f745a5dfd84f1fdf0bb92b/Ici-Tout-TV-Logo-png.png?w=200)

Koodo customers with either an Internet plan or a Mobility plan get ICI TOU.TV/EXTRA as a standalone subscription at no extra cost.

<div class="collapsible">
  <div class="t-heading-h3"> What is an ICI TOU.TV/EXTRA standalone subscription and how can I subscribe as a Koodo customer?
 </div>
</div>
<div class="content">

ICI TOU.TV brings together a host of French-language content for the whole family, including several shows and series available for catch-up viewing. Simply download the app on the screen of your choice (web, mobile, tablet, or connected TV) to watch over 12,000 hours of content.

You can subscribe to ICI TOU.TV/EXTRA through Koodo as long as you have one of the following products with Koodo:

- Internet
- Mobility

To add ICI TOU.TV/EXTRA through Koodo, go to the [Koodo website](https://www.koodomobile.com/en/services/streaming?INTCMP=KMNew_NavMenu_Shop_StreamingandMore) and select __Shop__ on the ICI TOU.TV/EXTRA card. On the next page, under “Available plans,” select __Add now__, then follow the steps to check out.

After you complete your purchase of ICI TOU.TV/EXTRA, you'll receive an activation email with the steps to set up or link your account.

1. Log in to [Self Serve ](https://www.koodomobile.com/koodo-login-v2?service_type=koodo&acr=ci-loa3&goto=https%3A%2F%2Fauth-gateway.koodomobile.com%2Fas%2Fauthorization.oauth2%3Fclient_id%3D214aa452-c949-4895-9a9f-5e8b18d9a9a1%26response_type%3Dcode%26scope%3Dprofileinfohighdetail%2520customerinfo%2520securitymgmt%2520paymentmanagement%2520ordermgmt%2520invoicedocuments%2520cmscustomerbillmanagement%2520customerbillmanagement%2520invoiceinfo%2520devicemanagement%2520phonenumbermgmt%2520accountinfo%2520accountmanagement%2520loyaltyandrewards%2520priceplaninfo%2520accountactivity%2520paymentprocessing%2520profilemanagement%2520usagepreferencemanagement%2520usagemeter%2520wlspaymentmgmt%2520usagemanagement%2520usagedetails%2520usageblockmanagement%2520serviceeligibility%2520servicemanagement%2520onetimepasscode%2520hellocustomer%2520billpreferencemanagement%2520identityinfofulldetail%2520serviceassociation%2520callcontrolmanagement%2520wlsserviceagreement%2520wlsserviceandfeature%2520wlspriceplan%2520userprofileselfreg%2520userprofileselflink%2520paymentManagement%2520clientIdentityOneTimePasscode%2520paymentMethods%2520customerUsageInfo%2520billmgmt%26redirect_uri%3Dhttps%253A%252F%252Fproxy.digital.koodomobile.com%252Foauth2%252Fcallback%26acr_values%3Dci-loa3)
2. Go to the __ICI TOU.TV/EXTRA__ page on Koodo and select __Add now__ to subscribe. 

Once you purchase ICI TOU.TV/EXTRA, you can start enjoying it immediately. Simply click on the Activate Now button from the “Thank you” screen. Alternatively, you can also activate your ICI TOU.TV/EXTRA service through your confirmation email.

__Note:__ You can only subscribe to ICI TOU.TV/EXTRA on Koodo.com with select credit 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">
  <div class="t-heading-h3"> What if I already have an ICI TOU.TV/EXTRA subscription? </div>
</div>
<div class="content">

If you already have a subscription to ICI TOU.TV/EXTRA with direct billing, it’ll get cancelled automatically. 

If you have a subscription through the Apple App Store or Google Play, you’ll need to cancel it first to avoid double billing. 

If you already have an ICI TOU.TV/EXTRA subscription with Koodo, selecting this offer will automatically cancel the existing subscription.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do I access ICI TOU.TV/EXTRA? </div>
</div>
<div class="content">

The ICI TOU.TV/EXTRA app can be downloaded via the [Google Play](https://play.google.com/store/search?q=ici+tou.tv&c=apps&hl=en_CA) and [Apple App](https://apps.apple.com/ca/app/ici-tou-tv/id411538137) stores and via the [ICI TOU.TV website](http://ici.tou.tv). 

Your subscription can be accessed on a wide range of devices (including most smartphones, tablets, Firesticks, Android TVs, Chromecast and Apple TV) and is compatible with most web browsers (such as Safari, Chrome, and Edge). 

For a full list of supported devices, check out the [FAQ section](https://assistance.radio-canada.ca/hc/fr/sections/360007034192-Appareils) of the ICI TOU.TV home page.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I manage my subscription via Koodo? </div>
</div>
<div class="content">

You can cancel your ICI TOU.TV subscription by following these steps:

1. [Log in](https://www.koodomobile.com/koodo-login-v2?service_type=koodo&acr=ci-loa3&goto=https%3A%2F%2Fauth-gateway.koodomobile.com%2Fas%2Fauthorization.oauth2%3Fclient_id%3D214aa452-c949-4895-9a9f-5e8b18d9a9a1%26response_type%3Dcode%26scope%3Dprofileinfohighdetail%2520customerinfo%2520securitymgmt%2520paymentmanagement%2520ordermgmt%2520invoicedocuments%2520cmscustomerbillmanagement%2520customerbillmanagement%2520invoiceinfo%2520devicemanagement%2520phonenumbermgmt%2520accountinfo%2520accountmanagement%2520loyaltyandrewards%2520priceplaninfo%2520accountactivity%2520paymentprocessing%2520profilemanagement%2520usagepreferencemanagement%2520usagemeter%2520wlspaymentmgmt%2520usagemanagement%2520usagedetails%2520usageblockmanagement%2520serviceeligibility%2520servicemanagement%2520onetimepasscode%2520hellocustomer%2520billpreferencemanagement%2520identityinfofulldetail%2520serviceassociation%2520callcontrolmanagement%2520wlsserviceagreement%2520wlsserviceandfeature%2520wlspriceplan%2520userprofileselfreg%2520userprofileselflink%2520paymentManagement%2520clientIdentityOneTimePasscode%2520paymentMethods%2520customerUsageInfo%2520billmgmt%26redirect_uri%3Dhttps%253A%252F%252Fproxy.digital.koodomobile.com%252Foauth2%252Fcallback%26acr_values%3Dci-loa3) to Koodo Self Serve through a web browser 
2. Select the __Subscriptions__ tab. 
3. Select __Manage__ at the bottom of the ICI TOU.TV subscription box, then select __Cancel__.

__Note:__ If you cancel your ICI TOU.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 ICI TOU.TV before activating through Koodo, your subscription will not restart automatically since it was cancelled during the onboarding process with Koodo.

__For Quebec residents:__ If you cancel your ICI TOU.TV subscription through Koodo, it will cancel instantly. You won't have access to your streaming account through Koodo.<br><br>

__How do I change my credit card information?__

To update your credit card information, follow these steps: 

1. Log in to Koodo [Self Serve](https://www.koodomobile.com/koodo-login-v2?service_type=koodo&acr=ci-loa3&goto=https%3A%2F%2Fauth-gateway.koodomobile.com%2Fas%2Fauthorization.oauth2%3Fclient_id%3D214aa452-c949-4895-9a9f-5e8b18d9a9a1%26response_type%3Dcode%26scope%3Dprofileinfohighdetail%2520customerinfo%2520securitymgmt%2520paymentmanagement%2520ordermgmt%2520invoicedocuments%2520cmscustomerbillmanagement%2520customerbillmanagement%2520invoiceinfo%2520devicemanagement%2520phonenumbermgmt%2520accountinfo%2520accountmanagement%2520loyaltyandrewards%2520priceplaninfo%2520accountactivity%2520paymentprocessing%2520profilemanagement%2520usagepreferencemanagement%2520usagemeter%2520wlspaymentmgmt%2520usagemanagement%2520usagedetails%2520usageblockmanagement%2520serviceeligibility%2520servicemanagement%2520onetimepasscode%2520hellocustomer%2520billpreferencemanagement%2520identityinfofulldetail%2520serviceassociation%2520callcontrolmanagement%2520wlsserviceagreement%2520wlsserviceandfeature%2520wlspriceplan%2520userprofileselfreg%2520userprofileselflink%2520paymentManagement%2520clientIdentityOneTimePasscode%2520paymentMethods%2520customerUsageInfo%2520billmgmt%26redirect_uri%3Dhttps%253A%252F%252Fproxy.digital.koodomobile.com%252Foauth2%252Fcallback%26acr_values%3Dci-loa3) through a web browser
2. Select __Manage your credit cards__ in the upper right-hand corner.
3. Select __Update card__ below your existing card details.<br><br>

__How can I view my past receipts?__ 

To view your past receipts, follow these steps: 

1. Log in to Koodo [Self Serve](https://www.koodomobile.com/koodo-login-v2?service_type=koodo&acr=ci-loa3&goto=https%3A%2F%2Fauth-gateway.koodomobile.com%2Fas%2Fauthorization.oauth2%3Fclient_id%3D214aa452-c949-4895-9a9f-5e8b18d9a9a1%26response_type%3Dcode%26scope%3Dprofileinfohighdetail%2520customerinfo%2520securitymgmt%2520paymentmanagement%2520ordermgmt%2520invoicedocuments%2520cmscustomerbillmanagement%2520customerbillmanagement%2520invoiceinfo%2520devicemanagement%2520phonenumbermgmt%2520accountinfo%2520accountmanagement%2520loyaltyandrewards%2520priceplaninfo%2520accountactivity%2520paymentprocessing%2520profilemanagement%2520usagepreferencemanagement%2520usagemeter%2520wlspaymentmgmt%2520usagemanagement%2520usagedetails%2520usageblockmanagement%2520serviceeligibility%2520servicemanagement%2520onetimepasscode%2520hellocustomer%2520billpreferencemanagement%2520identityinfofulldetail%2520serviceassociation%2520callcontrolmanagement%2520wlsserviceagreement%2520wlsserviceandfeature%2520wlspriceplan%2520userprofileselfreg%2520userprofileselflink%2520paymentManagement%2520clientIdentityOneTimePasscode%2520paymentMethods%2520customerUsageInfo%2520billmgmt%26redirect_uri%3Dhttps%253A%252F%252Fproxy.digital.koodomobile.com%252Foauth2%252Fcallback%26acr_values%3Dci-loa3) through a web browser
2. Select the __Subscriptions__ tab. 
3. Select __View your receipts__ in the upper right-hand corner.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What happens if I don't subscribe through this platform with Koodo and I already have ICI TOU.TV EXTRA with Koodo (activated before November 11, 2025)? </div>
</div>
<div class="content">

The old platform will shut down on June 11, 2026. To keep your ICI TOU.TV EXTRA subscription, sign up here after November 11, 2025.

If you don't take action by June 11, 2026, your subscription will end. But don't worry - you can resubscribe to ICI TOU.TV EXTRA anytime after that date with the same benefits at no extra cost.

You'll need a credit card or prepaid credit card to complete your subscription.

  </div>


Subscribing to ICI TOU.TV/EXTRA through Koodo

Learn how to sign up for and manage your CBC Gem Premium subscription through Koodo. 

![CBC Gem Logo](//images.ctfassets.net/8cecwr1x4jkf/3yLwrFUUsfZwbxmwJkIVNt/e3fea1fa75550670ef959677a96fc29b/CBC_Gem.PNG?w=250)

Koodo customers with Stream+ get CBC Gem Premium as a standalone subscription at no extra cost.

<div class="collapsible">
  <div class="t-heading-h3"> What is a CBC Gem Premium standalone subscription and how can I subscribe as a Koodo customer? </div>
</div>
<div class="content">

As a CBC Gem Premium subscriber, you can watch: 

- CBC News Network
- Schitt’s Creek
- Moonlight
- Heartland
- The Next Step
- Friday Night Lights
- North of North
- Many more shows and movies

You can subscribe to CBC Gem Premium through Koodo as long as you have at least Stream+ subscription. To purchase CBC Gem Premium through Koodo, go to the [Koodo website](https://www.koodomobile.com/en/services/streaming?INTCMP=KMNew_NavMenu_Shop_StreamingandMore) and select __Shop__ on the CBC Gem Premium card. On the next page, under “Available plans,” select __Add now__, then follow the steps to check out.

After you complete your purchase of CBC Gem Premium, you'll receive an activation email with the steps to set up or link your account.

1. Log in to [Self Serve](https://www.koodomobile.com/my-account/overview) 

2. Go to the CBC Gem Premium page on Koodo and select __Add now__ to subscribe. 

Once you purchase CBC Gem Premium, you can start enjoying it immediately. Simply click on the Activate Now button from the “Thank you” screen. Alternatively, you can also activate your CBC Gem Premium service through your confirmation email.

__Note:__ You can only subscribe to CBC Gem Premium on Koodo.com with select credit cards. Purchasing at any of our Koodo retail locations or call centres or with any other payment method is currently not available. A discount will be applied to the full amount of the monthly fee.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What if I already have a CBC Gem Premium subscription? </div>
</div>
<div class="content">

If you already have a subscription to CBC Gem Premium with direct billing, it’ll get cancelled automatically. 

If you have a subscription through Apple App Store or Google Play, you’ll need to cancel it first to avoid double billing. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do I access CBC Gem Premium? </div>
</div>
<div class="content">

The CBC Gem app can be downloaded via the [Google Play](https://www.google.com/url?q=https://play.google.com/store/apps/details?id%3Dca.cbc.android.cbctv%26hl%3Den_CA&sa=D&source=docs&ust=1760975213224342&usg=AOvVaw2djY1K0Hq5kC22y-FWnnkO) and [Apple App stores](https://apps.apple.com/ca/app/cbc-gem-shows-live-tv/id422191503) and via the [CBC Gem website](https://gem.cbc.ca/). 

Your subscription can be accessed on a wide range of devices (including most smartphones, tablets, Firesticks, Android TVs, Chromecast, and Apple TV) and is compatible with most web browsers (such as Safari, Chrome, and Edge).

For a full list of supported devices, check out the [FAQ section](https://cbchelp.cbc.ca/hc/en-ca) of the CBC Gem home page.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I manage my subscription via Koodo? </div>
</div>
<div class="content">

You can cancel your CBC Gem Premium subscription by following these steps:

1. Log in to [Self Serve](https://www.koodomobile.com/my-account/overview) through a web browser

2. Select the __Subscriptions__ tab.

3. Select __Manage__ at the bottom of the CBC Gem Premium subscription box, then select __Cancel__.

__Note:__ If you cancel your CBC Gem Premium subscription through Koodo, you won't have access to your streaming account through Koodo at the end of your current billing cycle.<br><br>

__How do I change my credit card information?__

To update your credit card information, follow these steps:

1. Log in to Koodo [Self Serve](https://www.koodomobile.com/my-account/overview) through a web browser 

2. Select the __Subscriptions__ tab. 

3. Select __Manage your credit cards__ in the upper right-hand corner.

4. Select __Update card__ below your existing card details.<br><br> 

__How can I view my past receipts?__

To view your past receipts, follow these steps:

1. Log in to [Self Serve](https://www.koodomobile.com/my-account/overview) through a web browser 

2. Select the __Subscriptions__ tab. 

3. Select __View your receipts__ in the upper right-hand corner.
  </div>

Subscribing to CBC Gem Premium through Koodo

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>


Subscribing to AMC+ 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

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

Learn how to sign up for and manage your Sony LIV subscription through Koodo. 

<div class="collapsible">
  <div class="t-heading-h3"> What's included in your Sony LIV subscription? </div>
</div>
<div class="content">

Sony LIV is now available through __Koodo__. Sony LIV includes premium Indian entertainment, shows, movies, and live sports from India’s entertainment network.

Find the full list of Sony LIV content at [sonyliv.com](http://sonyliv.com).
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I subscribe to Sony LIV as a TELUS customer? </div>
</div>
<div class="content">

You can subscribe to Sony LIV through TELUS in the following ways:

__Existing Koodo customers with at least one  Koodo product:__

1. Log in to __Self Serve__. 

2. Go to the __Sony LIV__ page on Koodo and select __Add now__ to subscribe.

Once you purchase Sony LIV, you can start enjoying it immediately. Simply click on the __Activate Now__ button from the “Thank you” screen. Alternatively, you can also activate your Sony LIV service through your confirmation email.<br><br>

__Existing Stream+ customers__ (discount will apply)

1. Log in to __Self Serve__. 

2. Go to the __Sony LIV__ page on Koodo and select __Add now__ to subscribe.

To get the discount added to your Sony LIV subscription, please make sure you’ve already subscribed to Stream+ through the same Self Serve account that you’re using to purchase your Sony LIV subscription.

You’ll get the same Sony LIV content whether you’re an existing Stream+ customer or not.

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

<div class="collapsible">
  <div class="t-heading-h3"> What if I already have a Sony LIV subscription? </div>
</div>
<div class="content">

If you have an existing Sony LIV account, you’ll need to cancel your subscription and wait for your current billing cycle to end before purchasing Sony LIV through Koodo 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 Sony LIV subscriptions.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How can I activate my Sony LIV subscription? </div>
</div>
<div class="content">

After you purchase Sony LIV with Koodo, you’ll get an email prompting you to activate your subscription. To do so:

1. Open the link in your email and log in to __Self Serve__

2. From the "Self Serve" menu, select __Internet and Subscriptions__. 

3. Click the __Activate__ button on your Sony LIV Subscription.

4. Once you click Activate, you’ll be sent to the Sony LIV account creation page. Follow the prompts to create a new Sony LIV account or click Sign In if you have an existing account. 

5. Once you’ve signed in, you’re all set to start enjoying Sony LIV!

__Note:__ If you already have a pre-existing Sony LIV subscription, please refer to the section titled __“What if I already have a Sony LIV Subscription?”__

You can register for a new Sony LIV account or sign in with an existing account.
You can also activate using your email address or your mobile number.

![Sony LIV - Email - Login](//images.ctfassets.net/8cecwr1x4jkf/6oxE2sHTUxyTCissIhpW8M/085bd4be6132d9c5b47d72829bd51b75/SonyLIV-email-sigin.png)

![Sony LIV - Mobile - Login](//images.ctfassets.net/8cecwr1x4jkf/3V8XwnPFdCOeHkiYjQoHkU/6fe0d4501dc9163285879426775f16be/SonyLiv-mobile-signin.png)

You’ll get a __one-time password__ (OTP) in either a text message or an email, depending on which method was used to log in. Enter it into the screen and click __Next__.

![Sony LIV - OTP](//images.ctfassets.net/8cecwr1x4jkf/2w9y2XzKRfUuLhTvKQard8/702fc21e1b69e4ec8577ad8993cbc2ea/SonyLIV-OTP.png)

You’re all set to start watching!

  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do I access Sony LIV? </div>
</div>
<div class="content">

Once you’re subscribed to Sony LIV, you can access it on your mobile device or web browser and sign in using your Citytv+ account credentials. 

__To access Sony LIV on your mobile device:__ Download the Sony LIV app from the [Google Play store](https://play.google.com/store/apps/details?id=com.sonyliv) or the [Apple App Store](https://apps.apple.com/in/app/sony-liv/id587794258). Log in using your Sony LIV account credentials.

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

<div class="collapsible">
  <div class="t-heading-h3"> How do I cancel my Sony LIV subscription? </div>
</div>
<div class="content">

You can cancel your Sony LIV subscription by following these steps:

1. Log in to __Self Serve__

2. Select the __Subscriptions__ tab

3. Select __Manage__ at the bottom of the Sony LIV subscription box, then select __Cancel__.

__Note:__ If you cancel your Sony LIV subscription through Koodo, you won't have access to your streaming account through Koodo at the end of your current billing cycle.

__Can I keep my Sony LIV account if I cancel my subscription through Koodo?__

Yes, you’ll keep your Sony LIV account, but you’ll need to renew your subscription through Sony LIV once your subscription through Koodo expires.
  </div>

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

__When should I contact customer support at Sony LIV?__

If you have questions or concerns about Citytv+ shows or features, you can check out their support page to learn more.
  </div>

Subscribing to Sony LIV through Koodo

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

Enhanced 911, or E911, is a service that allows emergency operators to provide better assistance to people calling 911 from their mobile phones.

- Enhanced 911, or E911 Phase 1, is a service that displays your mobile phone number to emergency operators as well as the location of the cellular site carrying your call.
- E911 Phase 2 provides improved location information. E911 calls from mobile phones are subject to the same limitations as regular calls from mobile phones. For example, if you’re underground or too far from a network antenna, your signal quality may be affected and you may not be able to connect to the network.

All Koodo phones are able to support both phases of E911.

Koodo E911 service is currently accessible in most of Alberta, British Columbia, the Greater Winnipeg area of Manitoba, Ontario, Quebec, New Brunswick, PEI, Saskatchewan, Newfoundland, and the Greater Halifax area of Nova Scotia.

## __Paying the 911 government service taxes__
There’s a monthly provincial or municipal tax for 911 service collected by all carriers in select provinces. The amount of the tax is regulated in each province and the funds collected are used to support local 911 emergency operations centres. See the table below for the tax. 

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.55       |
| Alberta       | $0.95       |
| Saskatchewan	       | $2.14        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Northwest Territories    | $3.00       |
| Ontario | No charge
| British Columbia         | No charge       |
| Manitoba         | No charge       |

A Koodo wireless caller always gets a person when they call 911, regardless of the existence of 911 service. Callers in non-911 areas connect to the provincial police or the local telephone company operator.

__Note:__ Landline callers in a non-911 area get a fast busy or a recording that tells them the call cannot go through but they do not connect with anyone.<br><br>

## __For Prepaid customers__
Monthly payments for Koodo Prepaid customers in select provinces show a government-mandated 911 tax. This tax supports local 911 emergency services. The tax amount varies by province and is set by provincial governments.

__Key points to remember:__

- The 911 tax is in addition to your plan cost
- There is no 911 tax in British Columbia, Ontario, or Manitoba
- Tax amounts range from $0.43 to $3.00 per month, depending on the province, as shown in the chart above

__For voucher customers:__

If you typically top up your account using a voucher, please remember to add this tax amount to ensure sufficient funds for your plan and the 911 tax.

Examples:

- If you're in Alberta and have a $30 monthly plan, you must top up your account with a minimum of $30.95.
- If you’re in Alberta and have a $250 360-day plan, you must top up your account with a minimum of $261.40 ($250 + $11.40 for the 911 tax for 12 months)

__Frequently Asked Questions__

__1. Does the 9-1-1 tax apply to me?__

If the area code of your phone number is associated with a province/territory where the 9-1-1 tax applies, this tax is added to your monthly payment.<br><br>

__2. What is this tax and why is it added to my monthly payment?__

This is a government-mandated 911 tax required by provincial governments to support emergency 911 operations. All Canadian wireless providers are required to remit this tax.<br><br>

__3. Who receives the tax collected?__

Koodo Prepaid remits the required amounts to provincial government agencies to facilitate emergency 911 services. This is a mandatory tax required by provincial governments, not Koodo Prepaid.<br><br>

__4. For Yukon Customers__

Yukon-based phone numbers are identified below.  If you have a Yukon-based phone number, the monthly 9-1-1 tax will not be added to your monthly payment.

__Yukon Phone Number__

- 1-867-322
- 1-867-332
- 1-867-333
- 1-867-334
- 1-867-335
- 1-867-336
- 1-867-393
- 1-867-456
- 1-867-457
- 1-867-633
- 1-867-667
- 1-867-668
- 1-867-687
- 1-867-689
<br><br>

## __T911__
Text with 911 (T911) is an emergency texting service for Deaf, Hard of Hearing and Speech Impaired (DHHSI) customers. T911 service is not available everywhere. Government agencies are responsible for handling emergency calls, and not all of them can support T911 service. For more information on where T911 is available in Canada, visit [textwith911.ca](https://textwith911.ca "textwith911.ca")  Coverage areas are approximate.

- The agency handling your T911 call may not be able to assist you in both official languages.
- T911 service relies on text messaging sessions initiated by the government emergency response agency receiving your 911 call.
- The availability of text messaging service is not guaranteed and is subject to the Koodo Service Terms.
- You must have an active Koodo account to access T911 service on your Koodo phone. Your Koodo phone must support the T911 service. Each phone on your account must be individually enabled for T911 service, if the user is eligible. Please allow 5 days for registration to become effective.
- Your T911 registration won't apply if you port your number to another service provider. You must re-register.

### __How to register__
It's free to register for this service. Just text T911 to 428911 from your phone and follow the prompts.<br><br>

## __T911 compatible phones__ 
A supported handset is required to use this service. All handsets currently sold by Koodo support Text with 911, with the exception of the Alcatel Go FLIP handset.<br><br>

## Important information on the 9-8-8 service
On November 30, 2023, Canada will be launching a national mental health crisis and suicide prevention number that anyone can access by either dialing or texting 9-8-8. It will be available 24/7 from coast to coast and free of charge. 

Help is still available in the meantime. People experiencing mental health distress can obtain assistance through Talk Suicide Canada by calling 1-833-456-4566 toll-free. Support is also available through text. Adults can text 741741 and youth can text 686868. Talk Suicide Canada’s text service is available at 45645 from 4 p.m. to midnight, Eastern Time.

For more info, check out our [Help page](https://www.koodomobile.com/en/help/9-8-8-service-canada).


E 911, or enhanced 911 llows emergency operators better assist people. Find out which Koodo phones are compatible with E911 and T911 here. 

E911 and T911

Network

E911, T911, and Emergency 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.<br><br>

### 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).<br><br>

### 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.<br><br>

### 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?

You can request a replacement Koodo SIM via the "[Manage your SIM or eSIM](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/mobile-services/manage-sim&env=ra)" page in Koodo Self Serve. Once you receive it, you can transfer your phone number onto the new SIM from the same page.<br><br>

### 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.)<br><br>

### 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 either an eSIM, or a physical SIM card size that fits your new phone.

If you're interested in converting to an eSIM, check out [this page](https://www.koodomobile.com/en/help/article-categories/esim-and-esim-vouchers) for more information. If you'd rather stick with a physical SIM card, you can purchase one online at [telus.com](https://www.telus.com/en/mobility/accessories/product/koodo-tri-sim), or at a [Koodo Store near you](https://www.koodomobile.com/en/find-nearest-store?srsltid=AfmBOopBOHt7EVmaZjxeEt6E4EvpZhyZ3J6aMBvfsuOnRGq0jrAjp_LN).<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. <br><br>

### 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).<br><br>

### 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)

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

Activating

SIM card 101

If your Wi-Fi ever slows down or stops working, the free Koodo Internet app can run tests, identify network issues, and provide step-by-step instructions for suggested fixes. You can even share the results with our support team for faster help.

## When should I use the app?

The Koodo Internet app can help diagnose and resolve many common internet issues, including:

- Spotty Wi-Fi coverage
- Slow speeds
- Connection problems
- Buffering video streams<br><br>

## What can the app do?

### Scan your network

Scanning your network allows us to pinpoint and fix issues that could be affecting your service.<br><br>

### Improve your connection

Allow a Koodo Rep to access your router in order to optimize your Wi-Fi network.<br><br>

### Troubleshoot

Find quick and easy solutions to internet issues that could be bogging down your network.<br><br>

### Share real-time visuals

Easily share photos and live videos of equipment with a  support rep.<br><br>

See for yourself how easy it is to run scans, diagnose network issues, and get quick fixes:

<div class="collapsible">
  <div class="t-heading-h3"> How it works </div>
</div>
<div class="content">

__Step 1__

Download the free Koodo Internet app on your device from the Apple App Store or Google Play Store.

Once installed, open the app and select __Begin__.

![Koodo Internet App - Step 1 - EN](//images.ctfassets.net/8cecwr1x4jkf/3xayEPrXffLy9RkdVqTC9k/9ddbaa3e82ab4f6c15a0be79e5a9f6d0/Step-1.png)
<br><br>

__Step 2__

To perform a Network Scan, from the main menu, select __Advanced Tools__.

![Step-2 - EN with phone outline.png](//images.ctfassets.net/8cecwr1x4jkf/6kshp5TkXXfd9yrtvOV24T/ab87581d845e48ac7e5ff7cef570593c/Step-2_-_EN_with_phone_outline.png)
<br><br>

__Step 3__

This will bring you to the __Agent tools__ page.

From there, select __Run a network scan__.

![Koodo Internet App - Step 3 - EN](//images.ctfassets.net/8cecwr1x4jkf/4IdDYCr6Gw28o3akwedXS4/158bfb85aeebb3c14d78057a514cdfb6/Step-3.png)
<br><br>

__Step 4__

Place your device next to your router and select __I’m next to the router__.

![Koodo Internet App - Step 4 - EN](//images.ctfassets.net/8cecwr1x4jkf/74g3WHyTWO93cZqrZLcAE6/71aca020e34bca0c9c941c7226497dc6/Step-4.png)
<br><br>

__Step 5__

You’ll be asked to confirm if you’re ready. To proceed, select __I’m there__.

![Koodo Internet App - Step 5 - EN](//images.ctfassets.net/8cecwr1x4jkf/4d9gdPW30mPZ3yJOdHFD7h/a56174e925bf22e1be37ffd7107af65b/Step-5.png)
<br><br>

__Step 6__

The Koodo Internet app will perform some tests and collect some diagnostics about your connection.

This will take a few minutes to complete - __please keep the app open while this test runs.__

![Koodo Internet App - Step 6 - EN](//images.ctfassets.net/8cecwr1x4jkf/2vlsE5MxlPcOWAYfvGMuGs/db266572a0c31203d85ad77f74d50d49/Step-6.png)
<br><br>

__Step 7__

The app will use the diagnostics collected to make some suggestions to improve your connectivity and provide some helpful info.

![Koodo Internet App - Step 7 - EN](//images.ctfassets.net/8cecwr1x4jkf/2etDDv9FT6dXHrYWrrBEgS/b2d289908007da3c6e6aec5cc6997264/Step-7.png)
  </div>

## Using this app didn't solve your issues?

No worries - help is just a few taps away. You can explore more step-by-step solutions in our [Help Pages](https://www.koodomobile.com/en/help/article-categories/troubleshooting-internet) or chat with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to get personalized help (available 24/7).

If things still aren’t working, you can request a callback through Koodo Assist. Before reaching out, make sure to note the key code from the top-left corner of your screen and confirm that you’ve already run the Internet scan. This helps our team access real-time network data and visuals from your session so we can get you back online faster.

![Koodo Internet App - Step 8 - EN](//images.ctfassets.net/8cecwr1x4jkf/2TQ6KDeSIDARHvGQeTxUJv/de3543623844291cb503b7936077d03c/Step-8.png)
<br><br>

<div style="max-width: 100%; width: 100%;">

  <div style="text-align: center;">
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/62dHvgi9jLcJezLhZmfHkw/98a405551f46d62f34e4a04616db49f9/KoodoInternet_AppIcon.png?h=250" />
  </div>

  <div style="text-align: center; margin: 0px 0 20px 0;">
    <h2 style="font-size: 24px;">Download the Koodo Internet app today!</h2>
  </div>

  <div style="display: flex; justify-content: center; width: 100%; gap: 5px;">
    <div>
      <a href="https://apps.apple.com/ca/app/koodo-internet/id6751507105" target="_blank">
      <img src="https://images.ctfassets.net/8cecwr1x4jkf/1GhPuhzIUZsnUfnAFuqkeG/d60891a252f23a1ff347bcb763c47e91/AppleAppStore_Button.png?h=250" />
    </div>
      <a/>
    <div>
      <a href="https://play.google.com/store/apps/details?id=com.telus.koodo&hl=en_CA" target="_blank">
      <img src="https://images.ctfassets.net/8cecwr1x4jkf/1q3vVzhjbmjET1BltWISaI/34c0314549ca2e70071ed6865e1dc2db/GooglePlay_Button.png?h=250" />
      </a>
    </div>
  </div>
</div>


Wi-Fi & Internet

Troubleshooting with the Koodo Internet app

## Canada-wide Alerts

__Percentage Alerts__

With Koodo Shock-Free Data®, we’ll text you when you reach 50%, 90% and 100% of your monthly data limit. When you reach 100% of your data limit, we pause your data and you can choose if you want to add more, right from your phone.

Starting February, 2018 (at the beginning of your new bill cycle), somebody on the account with authority will be able to unpause data by adding a one-time data top-up or pay-per-use from their phone or via Self Serve at koodo.com/selfserve. A customer without [authority](https://www.koodomobile.com/help/permissions "authority") will need to contact somebody on the account with authority to unpause data via Self Serve at koodo.com/selfserve.

__Dollar Alerts__

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive a text alert and data will pause when the account reaches $500 in data overage charges. Any one-time data top-ups or pay-per-use charges from any subscriber on the account will count toward the overage. To resume data usage, connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll help you get reconnected.

You can track your data usage in real-time in [Self Serve](https://koodo.com/my-account "Self Serve").

__How to set up data usage alerts:__

1. Log in to [Self Serve](https://www.koodomobile.com/my-account) and go to __My profile__. 

2. In the Mobility dropdown, find __Data Settings__. Beside __Notifications & blocks__, select __Manage__.

3. Mark each data alert check box that you want to apply to your account, then __Save__ your preference.

## Roaming Alerts

Starting February 2, 2018 (rolled out by bill cycle), all customers on an account will receive an SMS alert at the following account level thresholds of pay-per-use roaming data:

- $25
- $50
- $75

When the account reaches $100 in pay-per-use data roaming charges, roaming data will be paused for all customers on the account and they will receive an SMS alert.

Customers with authority on the account can unpause roaming data for everyone on the account by replying to the SMS alert or through [Self Serve](https://koodo.com/my-account).

Customers with [authority](https://www.koodomobile.com/help/permissions "authority") who have an email address on file will receive email notifications when someone on their account is roaming.

When the account reaches $500 in roaming data charges, roaming data will be paused for everyone. To start using it again, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br> 

__Related help pages:__
- [Data tips](https://www.koodomobile.com/en/help/data-tips)
- [Shock-Free® Data](https://www.koodomobile.com/en/help/shock-free-data)
- [Keeping track of your data usage](https://www.koodomobile.com/en/help/keeping-track-your-data-usage)
- [Monitoring your data in Self Serve](https://www.koodomobile.com/en/help/monitoring-your-data-self-serve)
- [How to: Pausing and resuming data](https://www.koodomobile.com/en/help/pausing-and-resuming-data)

With Koodo Shock-Free Data we'll let you know when you're reaching your limit. Find out about data usage alerts here. 

Data

Data usage alerts

Here are some important things to keep in mind when traveling with your Canada-US or Canada-US-Mexico plan.

In the U.S., most of your roaming will be covered by your Canada-US or Canada-US-Mexico plan, and details on exceptions are available in the article below. 

In Mexico, your roaming will be covered by Canada-US-Mexico plans only.

In other destinations, regular roaming rates will apply and you may want to use Easy Roam International to use your rate plan’s data, texts, and minutes for a single daily fee. <br><br>

__1. How does calling and texting work with a Canada-US plan?__

__From Canada or the U.S:__ Unlimited calling and texting (including text, picture, and video messaging) is included with Canada-US plans. Calling and texting phone numbers outside Canada or the U.S. will be charged at the standard international long distance pay-per-use rate (if calling from Canada) or the standard U.S. roaming voice pay-per-use rate (if calling from the U.S.). To see the current rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

If you have an international long distance calling or texting add-on, the rates of your add-on __only apply when making international long-distance calls or texts__ from Canada.

__From destinations other than Canada or the U.S:__ All calling and texting (including text, picture, and video messaging) will be charged as roaming fee. If you do not have [Easy Roam](https://www.koodomobile.com/en/services/easyroam), usage will be charged at standard pay-per-use roaming rates as posted on [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse).

__Note:__ Picture and video messaging will count as a text message and also use data.<br><br>

__2. Do I still need Easy Roam if I have a Canada-US plan?__

__In the U.S:__ No, you won’t need Easy Roam.

__In other international destinations (including Mexico):__ You will need Easy Roam International to use your rate plan’s data, texts, and minutes in any Easy Roam eligible countries outside of the U.S. for a flat daily fee. Without Easy Roam International, roaming usage will be charged at the applicable pay-per-use rate. To see current Easy Roam daily fee or pay-per-use rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

__Note:__ If you have a Canada-US rate plan and you are in an international destination other than the U.S., calls to the U.S. are not covered by Easy Roam International or by your Canada-US rate plan. They will be charged at the roaming voice pay-per-use rate for the destination you are traveling in.<br><br>

__3. How does calling and texting work with a Canada-US-Mexico plan?__

From Canada, the U.S, or Mexico: Unlimited calling and texting (including text, picture, and video messaging) is included in Canada-US-Mexico plans. Calling and texting phone numbers outside Canada, the U.S., or Mexico will be charged at the standard international long distance pay-per-use rate (if calling from Canada) or the standard U.S. or Mexico roaming voice pay-per-use rate (if calling from the U.S. or Mexico). To see the current rates, visit koodo.com/payperuse

If you have an international long distance calling or texting add-on, the rates of your add-on only apply when making international long-distance calls or texts from Canada.

From destinations other than Canada, the U.S, or Mexico: All calling and texting (including text, picture, and video messaging) will be charged as a roaming fee. If you don’t have Easy Roam, usage will be charged at standard pay-per-use roaming rates as posted on koodo.com/payperuse.

__Note:__ Picture and video messaging will count as a text message and also use data.<br><br>

__4. Do I still need Easy Roam if I have a Canada-US-Mexico plan?__

__In the U.S. or Mexico:__ No, you won’t need Easy Roam.

__In other international destinations:__ You will need Easy Roam International to use your rate plan’s data, texts, and minutes in any Easy Roam eligible countries outside of the U.S. for a flat daily fee. Without Easy Roam International, roaming usage will be charged at the applicable pay-per-use rate. To see current Easy Roam daily fee or pay-per-use rates, visit [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

__Note:__ If you have a Canada-US rate plan and you are in an international destination other than the U.S., calls to the U.S. are not covered by Easy Roam International or by your Canada-US rate plan. They will be charged at the roaming voice pay-per-use rate for the destination you are traveling in.<br><br>

__5. Are there any restrictions or numbers that are not included in the Canada-US plan?__

The following are __not included__ in Canada-U.S. plans when you are roaming and are charged the standard roaming voice pay-per-use rate of the destination you are traveling in as posted on [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse)

__Calls to:__

- 411 
- 511 
- 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)
- International Toll Free Exchanges (these may not work from all destinations and may incur pay-per-use charges, depending on how the specific provider has configured its Toll Free Exchange)
- Numbers from a country other than Canada or the U.S. 
- Numbers outside the country you’re calling from, including to destinations covered by a Long Distance Add-On, such as International Long Distance Saver (these features require calls to originate in Canada)

__Usage on:__ 

- Cruise ships (voice usage will be charged $7.00/minute and SMS $0.75/text message. Data usage is unavailable. If your cruise ship is close to shore, it’s possible that you’ll connect to the cellular network of that destination) 
- Airplanes (voice usage will be charged $7.00/minute and SMS $0.75/text message. Data usage is unavailable)
- Other locations where cellular connectivity is provided through a satellite service

__Also not included:__

- Wi-Fi calling using your native phone dialer application as Wi-Fi calling is only available while in Canada.<br><br>


Travelling with your Canada-US rate plan or Canada-US-Mexico rate plan

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.

<div class="t-heading-h3">How to find your IMEI</div>
<br>

- 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:__

<div class="t-heading-h2">Please go to <a href="https://www.koodomobile.com/en/help/?autobots=rollout&intent=unlock">Koodo Assist</a> and follow the steps provided.</div>
<br><br> 

<div class="t-heading-h3">It's good to know...</div>
<br>

- 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.

<div class="t-heading-h3">Heads up! You can’t unlock a phone that’s:</div>
<br>

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

<div class="t-heading-h3">Just so you know</div>
<br>

- 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.

<div class="t-heading-h3">Does my Koodo phone work with a SIM card from a different carrier, like Verizon or T-Mobile?</div>
<br>

First, please make sure your phone is unlocked. Then, check with the carrier directly to confirm if it will work with their network and services. If you're travelling outside Canada, you may also want to consider Easy Roam or an Easy Roam Travel Pass. All phones purchased in Canada after December 2017 already come unlocked. If your phone was purchased before that date, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and follow the prompts to unlock it.<br><br>

__Related help pages:__

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

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Need some information about unlocking your Koodo phone? Find out more here. 

Unlocking your Koodo device

Learn how Koodo Expert Messaging helps you get fast and convenient support for your Koodo monthly (postpaid) services.<br><br>

__What is Koodo Expert Messaging?__

__Koodo Expert Messaging__ is a convenient way for you to get help for your __Koodo monthly (postpaid)__ services. You can message a Koodo rep and get help __without  needing to stay online__ - we’ll notify you when a Koodo rep replies. 

__It’s available 24/7 through Koodo Assist__. When you send a message, you’ll then __get notified by email and SMS__ once a Koodo rep responds, so you can continue with your day without waiting on hold or keeping your browser open.<br><br>

__Is Koodo Expert Messaging a live chat?__

__No, Koodo Expert Messaging isn’t live chat.__ It's a messaging-based support, so you can send your question and get a reply later - no need to stay online.  A Koodo rep will reply as soon as possible, and you'll get an SMS and email notification when they do, which means you can send your question and go about your day. A Koodo rep will reply as soon as possible, and you’ll get __a notification__ when they do.<br><br>

__When are Koodo Experts available?__

Koodo Experts are available:

- __Monday to Friday:__ 9 a.m. - 9 p.m (local time)
- __Saturday and Sunday:__ 9 a.m. - 7 p.m. (local time)

If you send a message outside these hours, you’ll receive a reply once the team is back online.<br><br> 

__How will I know when a Koodo rep responds?__

You’ll receive an __SMS and email notification__ when a Koodo rep responds - no need to keep checking on the status of your inquiry. 

If you don’t reply right away, you’ll get a reminder notification after 24 hours, and a final notification after another 24 hours letting you know the conversation has been closed.

This way, you’ll always know when to check back and can reply whenever it's convenient.<br><br>

__How quickly will a Koodo Expert respond to my message?__

A Koodo Expert typically replies __within 1–2 hours__ during business hours.
You can message us 24/7, and if you send a message after hours your inquiry will be __at the front of the line__ when Koodo Experts are back online.<br><br>

__What happens if I don’t reply to the Koodo Expert’s message__? 

If you don’t reply right away:

- You’ll get a __reminder notification 24 hours__ after the first response

- If there’s still no reply __within 24 hours of that reminder__, you’ll receive a __final notification__ letting you know the conversation has been closed.<br><br>

__For example:__

If you receive a response on __November 1__, you’ll get a reminder on __November 2__. 

If you still don’t reply, you’ll receive a __closed conversation notification__ on __November 3__.

You can __start a new conversation anytime__ through Koodo Assist if you still need help.<br><br>

__What are the benefits of Koodo Expert Messaging?__

- __Message anytime:__ Start your conversation when it’s convenient for you

- __No waiting:__ Get notified when a rep replies - no need to stay online

- __Convenient access:__ Use it from your mobile phone or desktop at [koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout)<br><br>

__How do I access Koodo Expert Messaging?__

You can access Koodo Expert Messaging through Koodo Assist, our digital rep, at [koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout):

1. __Open Koodo Assist:__ Select Mobility - Monthly

2. __Ask your question:__ Type your question in Koodo Assist.If you need more help, you’ll automatically be connected to a Koodo rep through Koodo Expert Messaging.

3. __Send and reply:__ Share as much detail as possible so our reps can assist you faster. Once you’ve sent your message, you’ll get an SMS and email notification when a rep replies.<br><br>

__What can Koodo Expert Messaging help with?__

Koodo Experts can assist with most questions about postpaid (monthly) services, including:

- Billing and payments
- Roaming and travel inquiries
- Plan changes and Perks
- and all other account inquiries <br><br>

Currently, Koodo Expert Messaging isn’t available for:

- Koodo Home Internet services
- Koodo Prepaid <br><br>

__What happens after my question is resolved?__

Once you confirm your inquiry is resolved, the conversation will be closed.<br><br>

__What if the Koodo Expert can’t resolve my concern right away?__

If your request needs help from a specialized team, the Koodo rep will contact them on your behalf and follow up once there’s an update. In the rare case that your request needs to be resolved through a __callback__, the Koodo rep will arrange a callback for you.<br><br>

__Can I view my message history?__

Yes, you can access your message history with Koodo Expert Messaging for up to 90 days. 

Other

Koodo Expert Messaging FAQs

Planning to travel? Koodo makes it easy to use your phone, whether you’re heading to the U.S or travelling internationally. With Easy Roam® you get to use your existing monthly phone plan's minutes, data, and texts. 

[Learn more about Easy Roam.](https://www.koodomobile.com/easyroam "Learn more about Easy Roam")

<div class="collapsible">
  <div class="t-heading-h3">How it works</div>
</div>
<div class="content">

- __Pay by the day:__ $16/day for U.S travel or $18/day for international travel only on the days you use your phone to call, text, or use data.

- __Use what’s included in your monthly plan:__ Your talk, text and data travel with you.

- __Easy ways to add to your plan:__ Text ROAM to 7626 or add it by logging in to Self Serve. 

- __Peace of mind:__ Easy Roam is activated when you make or answer a call, send a text, use data or check voicemail and will be valid until 11:59 pm in the time zone you're travelling in. If you don’t do any of these things and turn your phone on Airplane mode, you won’t be charged. 

- __Set it and forget it:__ Easy Roam stays active for all future travel once added.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">How to add Easy Roam to your monthly plan</div>
</div>
<div class="content">

- To protect your privacy, Easy Roam can only be added online through Self Serve or [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). Only [authorized users](https://www.koodomobile.com/help/permissions) on the account can add or remove this feature.

- If you don’t want to use Self Serve, you can alternatively text __ROAM__ to __7626__

1. Log in to [Self Serve](https://www.koodomobile.com/my-account "Self Serve")

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. Go to the __Manage add-ons__ section and ensure you have the following add-ons as well: __International Voice Roaming__ and __International Data Roaming__

6. You're good to go! You can now use your Koodo phone while travelling abroad. You’ll get a text message once you’ve landed in your destination confirming that Easy Roam is now active.

To add Easy Roam to more than one plan on your account, just follow the above steps.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Good to know</div>
</div>
<div class="content">

- Incoming texts __do not__ activate Easy Roam

- You don’t need Easy Roam if travelling to the U.S and have the Canada-US plan. For other international destinations, you'll need Easy Roam International to use your monthly plan’s data, texts and minutes

- If you don’t use Easy Roam or you travel to destinations that aren’t covered by Easy Roam, calls, texts and data usage are charged at our standard [pay-per-use rates](https://www.koodomobile.com/payperuse)

- Only monthly (postpaid) plans can add Easy Roam. Koodo prepaid customers can use their phone in Canada and the U.S. To use a Koodo Prepaid phone in the U.S., the [U.S Roaming Booster add-on](https://www.koodomobile.com/en/prepaid-plans) is required.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">What are Koodo’s travel plans?</div>
</div>
<div class="content">

Koodo offers travel coverage through Easy Roam and [Easy Roam Travel Passes](https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes), with no need to change your plan.
  </div>

<div class="collapsible">
  <div class="t-heading-h3">What happens if I don’t use Easy Roam?</div>
</div>
<div class="content">

If you don't use Easy Roam while travelling, your monthly plan’s 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 must add two add-ons to your plan, if you want your phone to work abroad: 

- __International Voice Roaming__ (to make and receive calls and send texts) 

- __International Data Roaming__ (to use data)

These add-ons aren’t needed if you're using Easy Roam while travelling abroad.<br><br>

## How to add international pay-per-use add-ons if not using Easy Roam<br><br>

1. Log in to [Self Serve](https://koodomobile.com/my-account "Self Serve")

2. From the __Self Serve__ dropdown menu, select __Mobile services__.

3. Beside the __Add-ons__ section, select __Manage__.

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. On the next screen, select __Submit__. 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">Understanding your Koodo phone compatibility while travelling</div>
</div>
<div class="content">

Phone networks around the world use different types of frequencies to connect calls, texts and data. Koodo phones work on specific frequencies that are common in North America and many international countries. 

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 country you’re travelling to uses different frequencies, you might not be able to connect to the local network. That means your phone could have no service. If that happens,  you could try to rent a phone from a local provider and  use your Koodo SIM card in the rental phone: 

- If you’re in a country covered by Easy Roam and you’re enrolled, Easy Roam charges will apply

- If you purchased an [Easy Roam Travel Pass](https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes) for that country, the pass will apply

- If the country isn’t covered by Easy Roam or a Travel Pass, standard [pay-per-use rates](https://www.koodomobile.com/payperuse) will apply

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">Travelling to a destination not covered by Easy Roam</div>
</div>
<div class="content">

If Easy Roam doesn't cover a destination you're travelling to, you'll be billed at our pay-per-use rates. 

You can confirm the applicable pay-per-use rates by searching your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/payperuse). 
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Destinations covered by Easy Roam</div>
</div>
<div class="content">

__The eligible destinations in the U.S include:__

- Alaska
- Guam
- Hawaii
- Northern Mariana Islands
- Puerto Rico
- U.S. Mainland
- U.S. Virgin Islands<br><br>

__The eligible destinations in Africa include:__

- Algeria
- Angola
- Benin
- Botswana
- Burkina Faso
- Cameroon
- Cape Verde
- Chad
- Congo
- Democratic Republic of Congo
- Egypt
- Ethiopia
- Gabon
- Gambia
- Ghana
- Guinea
- Guinea Bissau
- Ivory Coast
- Kenya
- Lesotho
- Liberia
- Madagascar
- Malawi
- Mali
- Mauritania
- Mauritius
- Mayotte
- Morocco
- Mozambique
- Niger
- Nigeria
- Reunion
- Rwanda
- Senegal
- Seychelles
- Sierra Leone
- South Africa
- South Sudan
- Sudan
- Swaziland
- Tanzania
- Togo
- Tunisia
- Uganda
- Western Sahara
- Zambia
- Zanzibar<br><br>

__The eligible destinations in Asia and the Middle East include:__

- Afghanistan
- Azerbaijan
- Bahrain
- Bangladesh
- Bhutan
- Brunei
- Cambodia
- China
- East Timor
- Georgia
- Hong Kong
- India
- Indonesia
- Iraq
- Israel
- Japan
- Jordan
- Kazakhstan
- Kuwait
- Kyrgyzstan
- Laos
- Macau
- Malaysia
- Maldives
- Mongolia
- Myanmar (Burma)
- Nepal
- Oman
- Pakistan
- Philippines
- Qatar
- Russia
- Saudi Arabia
- Singapore
- South Korea
- Sri Lanka
- Taiwan
- Tajikistan
- Thailand
- The West Bank / Gaza Strip
- Turkey
- United Arab Emirates
- Uzbekistan
- Vietnam
- Yemen<br><br>

__The eligible destinations in Central & South America include:__

- Argentina
- Belize
- Bolivia
- Brazil
- Chile
- Colombia
- Costa Rica
- Ecuador
- El Salvador
- Galapagos Islands
- Guatemala
- Honduras
- Nicaragua
- Panama
- Paraguay
- Peru
- Suriname
- Uruguay
- Venezuela<br><br>

__The eligible destinations in Europe include:__

- Aland Islands
- Albania
- Andorra
- Armenia
- Austria
- Belarus
- Belgium
- Bosnia and Herzegovina
- Bulgaria
- Croatia
- Cyprus
- 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
- Macedonia
- Malta
- Moldova
- Monaco
- Montenegro
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- San Marino
- Scotland
- Serbia
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
- Ukraine
- United Kingdom
- Wales<br><br>

__The eligible destinations in North America & Caribbean include:__

- Anguilla
- Antigua and Barbuda
- Aruba
- Bahamas
- Barbados
- Bermuda
- Bonaire
- British Virgin Islands
- Cayman Islands
- Cuba
- Curacao
- Dominica
- Dominican Republic
- French Guiana
- French West Indies
- Grenada
- Guadeloupe
- Guyana
- Haiti
- Jamaica
- Martinique
- Mexico
- Montserrat
- Netherlands Antilles
- Saba
- St. Barthelemy
- St. Eustatius
- St. Kitts and Nevis
- St. Lucia
- St. Maarten
- St. Martin
- St. Pierre & Miquelon
- St. Vincent and the Grenadines
- Trinidad and Tobago
- Turks and Caicos<br><br>

__The eligible destinations in Oceania include:__

- Australia
- Fiji
- French Polynesia
- Kiribati
- Nauru
- New Zealand
- Norfolk Island
- Papua New Guinea
- Samoa
- Soloman Islands
- Tahiti
- Tonga
- Vanuatu
  </div>

<div class="collapsible">
  <div class="t-heading-h3">Voicemail while Roaming</div>
</div>
<div class="content">

## Calling to check your voicemail<br><br>

__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<br><br>

__If you're using pay-per-use roaming:__

- The standard roaming pay-per-use rate will apply for each minute of usage<br><br>

__Heads up!__ Voicemail notifications may not be available in all travel services areas. <br><br>

__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.<br><br>

## Using voicemail and applicable charges

If you're using your Koodo mobile device, in most cases you'll 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 from either  your cell phone or landline and follow the voice prompts.<br><br>

__Set up your voicemail before you leave__

Ensure you've set up your voicemail before leaving Canada, because you won't 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">FAQ</div>
</div>
<div class="content">

### 1. 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 $16/day. If you arrive at your international destination on the same day and you use your phone, you'll also be charged $18/day.<br><br>

### 2. 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 $18 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.<br><br>

### 3. Can I use Easy Roam on a cruise ship or in-flight?

No, Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. 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.<br><br>

### 4. 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<br><br>

### 5. Can I cancel Easy Roam?

Yep! You can opt out by: 

1. Logging into [Self Serve](https://www.koodomobile.com/my-account/overview "Self Serve")

2. Select __Mobile Services__

3. Select __Manage Add-ons__, then click the X to remove Easy Roam.<br><br>

### 6. 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.<br><br>

### 7. 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. <br><br>

### 8. 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. <br><br>

### 9. 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. <br><br>

### 10. 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:__
- [Easy Roam Travel Passes](https://www.koodomobile.com/en/help/europe-easy-roam-travel-passes)
- [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>

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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®

<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 under the card for your plan, select __Manage__. 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. 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">4. What type of internet does Koodo offer?</div>

Thanks to our partners' advanced and trusted networks, we keep you connected to everything you love with the speed you need. Stream, game, and browse with our fast, reliable, affordable connection. 

Check if it’s available at your address by visiting [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet).<br><br>

<div class="t-heading">5. Can my Koodo Internet subscription get suspended?</div>

Yes, it's possible. Although Koodo Internet doesn't currently offer seasonal or “snowbird” suspensions, accounts may be temporarily suspended for reasons like non-payment. If you're having trouble with your account or need help, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep. <br><br>

<div class="t-heading">6. 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">7. What should I do if the Koodo Internet website isn’t working?</div>

If you’re experiencing issues with our site, try these steps: 

1. Clear your browser cookies and cache
2. Make sure your browser is up to date
3. Disable any adblockers or extensions
4. Close your browser and login again

If you’re still experiencing issues after troubleshooting, try using a different device or browser. 

Click the links below to see instructions for clearing cookies & cache in your browser:

- [Google Chrome](https://www.google.ca/intl/en_ca/chrome/)
- [Safari for Mac](https://support.apple.com/en-gb/guide/safari/sfri11471/mac)
- [Safari for iPhone/iPad](https://support.apple.com/en-ca/105082)
- [Firefox](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox)

If that still doesn't work, please reach out by connecting to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). They'll help you get it sorted out.<br><br>

<div class="t-heading">8. How do I register for Self Serve?</div>

If you're new to Koodo, you'll receive a link to complete your Self Serve registration.

If you already have a monthly plan with us and have a Self Serve login, your new Koodo Internet subscription will automatically appear in your existing Self Serve account.

If you can't find the Self Serve registration link or have lost the email, connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll be happy to help you get set up.<br><br>

<div class="t-heading">9. How do I transfer my Koodo Internet subscription?</div>

While we’re not currently able to transfer your account into another person’s name, you can always re-order the service under the new name and then cancel the old service. <br><br>

<div class="t-heading">10. What are the hours of operation for the Koodo Internet call center?</div>

Both [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and koodomobile.com are here to assist you 24/7. If you need more help, Koodo Assist can help you connect to a Koodo rep from 9 am to 9 pm daily.<br><br>

<div class="t-heading">11. 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 didn't solve your problem, please connect with a rep through [Koodo Assist ](https://www.koodomobile.com/en/help?autobots=rollout)and they'll be happy to help you. <br><br>

<div class="t-heading">12. Can I receive paper bills or receipts from Koodo?</div>

We don’t send our paper receipts for your pre-authorized payments, but you can always view and print your monthly receipts using your Koodo [Self Serve](https://www.koodomobile.com/my-account/subscriptions/receipts) account. <br><br>

<div class="t-heading">13. 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 (be sure to include your unit number if applicable) in the “Check availability for Internet Plans” search bar.<br>

Select your address from the auto-fill dropdown menu, and the website will update to show you what plans and promotions are available at your address.

__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">14. 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. If you have any further billing related questions, check out our [Billing FAQ](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs). <br><br>

<div class="t-heading">15. Can I request a technician to install a new coax line?</div>

For all installation-related questions, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). They'll review your request and let you know how we can best help. <br><br>

<div class="t-heading">16. 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 problems, start by trying the troubleshooting steps in our [Help page](https://www.koodomobile.com/en/help/how-to-reset-your-modem-and-your-router). If the issue continues after troubleshooting, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep for help with this.<br><br>

<div class="t-heading">17. When will my Koodo Internet activation be completed?</div>

Keep an eye on your inbox - our team will process your order and email you with instructions specific to your request. In most cases it’ll be as simple as plugging in your modem any time on the activation date but if a technician visit is needed the email will include the specific date and timeframe for your visit. 

If you need help completing your self-install, scan the QR code on the modem box, or click the following link for our [Digital Internet Setup Guide](https://www.koodomobile.com/en/setup/internet). <br><br>

<div class="t-heading">18. Can I check my home internet usage?</div>

All our home internet plans include unlimited data! We don’t track your usage. With Koodo Internet you can stream, browse, and game all you want without having to track your usage or worry about hidden fees and charges.<br><br>

<div class="t-heading">19. Are there any special offers or deals on internet plans right now?</div>

For questions about bundle pricing, discounts, or other promotions, check out our [Internet page](https://www.koodomobile.com/en/shop/subscriptions/internet).<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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Managing internet service

Koodo Internet: General FAQs


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

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

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

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

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

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

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

__Updating your payment details:__

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

__Buying online:__

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

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

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

Billing & payments

Paying your bill

Online payment methods

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

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

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

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

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

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

### __On your bill:__

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

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

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

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

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

Charges on your bill

Making changes to your plan

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/mobile-services/tab/select?redirect_url=/my-account/mobile-services/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.

The Tab and your bill

The Tab Bonus

Switching from prepaid to monthly postpaid is a great option if you want to expand the services available to you from Koodo. You’ll also have access to loads of great features from Koodo.

Before you switch, please note that a credit check is required for all new monthly-billed activations. Check out our [credit check requirements](https://www.koodomobile.com/en/help/credit-check-requirements?search_api_views_article_search_fulltext=credit%20check).<br><br>

Ready to switch now? You can easily switch over to a monthly postpaid plan through one of the following options:

## Online via Fast Switch Self Serve Option

Switch from prepaid to postpaid in just minutes with the new Fast Switch Self Serve Option (limited to select customers only for now). If this option is available to you:

1. Log in to your Self Serve account, navigate to __Change plans__, and select from a list of postpaid plans.

2. Follow the steps to switch to a postpaid plan in minutes.

__Good to know__

- The important things stay the same: your phone number, SIM card, payment method, and Self Serve account all come with you.

- Have money left in your account? We'll put your prepaid balance towards your postpaid bills.

- You'll get device discounts, new add-ons, roaming options and more 5G plans to choose from.

- __Heads up!__ Your prepaid balance will be automatically adjusted on your first postpaid bill. You’ll see it on your postpaid account after the first bill is generated.<br><br>

## Online via Self Serve

Switching to postpaid online via Self Serve is easy. Simply follow these steps and we will also waive the connection fee for you!

1. Start by picking a new [phone](https://www.koodomobile.com/en/phones?INTCMP=Help_KSS5756_PhoneLinkToKoodoPhones_Link_Dec2022), or if you’re bringing your own phone, shop our available [plans](https://www.koodomobile.com/en/rate-plans?INTCMP=Help_KSS5756_PlanLinkToKoodoPlans_Link_Dec2022). Add them to the cart when you’re ready!

2. When adding the phone or plan to your cart, if this is your first time getting a monthly postpaid plan with Koodo, select __“I’m new to Koodo: Let’s get started”__ so we can set you up for monthly billing.

3. If you received a promo code from us in either an email or SMS, you'll be able to redeem it after adding items to the cart. Check out our Help page “[Redeeming your Koodo promo code](https://www.koodomobile.com/en/help/redeeming-your-koodo-promo-code)” to see how.

4. Follow the checkout process to complete your order. You’ll be prompted to enter your billing information and go through a credit check.

5. You’re all done! You just need to wait for your new phone and/or SIM to arrive! If you’d like to keep the same phone number, please do not port out your number until the new SIM arrives. Then, you can follow the steps in "[New to Koodo?](https://www.koodomobile.com/en/help/moving-your-number-koodo?intcmp=Help_KSS5756_MoveNumberToKoodoLinkToKoodoSameArticle_Link_Dec2022)" to transfer your number to the new account.

__Note:__ With the Fast Switch Self Serve Option, you won’t need a new SIM. This new journey is currently limited to select customers only and we have plans to open it up to all customers soon. <br><br>

## Ask a Koodo rep for help

If you need more assistance, you can migrate your services in store or by connecting to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). Simply visit a TELUS/Koodo location and a rep will be happy to assist you. Please note that an in-store or over the phone migration will be subject to a connection fee.<br><br>

We’ve answered some of the most common questions about moving your services from Prepaid to Postpaid.

__1. How will I know if I’m eligible for the new Fast Switch Self Serve Option?__

If you’re eligible for the new Fast Switch Self Serve Option, you’ll receive an email from us along with a postpaid offer. We’ll soon be opening this new journey to all customers.<br><br>

__2.  How can I find my Koodo Prepaid account number?__

The easiest way to find your account number is by logging into your Koodo Prepaid Self Serve. The account number can be found on the Profile tab under the Account Info section.<br><br> 

__3. What’s the difference between prepaid and monthly postpaid?__

With prepaid, you pay for the services you’re planning on using. If you use up what’s included in your plan, you’ll need to top up to keep using them. 

With a monthly postpaid service, you can enjoy the service without worrying about topping up minutes or data. If you go over what's included in your plan, you'll be charged for the additional usage on your next bill. But don't worry! [Shock Free Data](https://www.koodomobile.com/en/help/shock-free-data?search_api_views_article_search_fulltext=shock%20free%20data) is available on all data plans, so you can always avoid unexpected charges. 

The easiest way to know whether you are a prepaid or postpaid customer is to check the way you’re billed. If you receive monthly e-bill alerts via text or email that your bill is ready to view, then you’re a monthly postpaid customer. If you have to top up your account in order to use your cell phone services, then you’re a prepaid customer.<br><br> 

__4. Why should I choose monthly postpaid?__

Switching to a Koodo monthly postpaid plan provides you with access to new phones for as low as $0 upfront (plus applicable taxes) with a Tab plan, a bigger data bucket at 5G speed, [Easy Roam](https://www.koodomobile.com/en/help/easy-roam?search_api_views_article_search_fulltext=easy%20roam), and more bundling offers. We also offer [Shock Free Data](https://www.koodomobile.com/en/help/shock-free-data?search_api_views_article_search_fulltext=shock%20free%20data) on all postpaid data plans.<br><br>

__5. Can I keep my prepaid SIM card when switching to monthly postpaid?__

When you migrate to postpaid service online, a new SIM card will be required. In store or over the phone, you’ll be able to keep the same SIM card, but keep in mind that a connection fee applies everywhere except to online purchases. 

__Note:__ With the Fast Switch Self Serve Option, you won’t need a new SIM. This new journey is currently limited to select customers only and we have plans to open it up to all customers soon.<br><br>

__6. Do I need to cancel my prepaid account when I migrate to monthly postpaid?__

No, after you transfer your number, we’ll cancel your prepaid account for you. No action is required from you, and rest assured you won’t continue to be charged for automatic top-ups.<br><br>

__7. Can I transfer my prepaid balance to the new monthly postpaid account?__

Yes, if you have a remaining balance on your Koodo prepaid account, we can transfer it to your new monthly postpaid account after your activation is complete. Visit a TELUS/Koodo store or connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), and they'll be happy to help you. 

__Note:__ With the new Fast Switch Self Serve Option, your prepaid balance will be automatically adjusted on your first postpaid bill. You’ll see it on your postpaid account after the first bill is generated.<br><br>

__8. After switching to monthly postpaid, what happens to existing boosters on the prepaid account?__

Prepaid boosters can’t be carried over and you’ll lose all the existing boosters on your prepaid account; however, most of our monthly postpaid plans include 5G data speeds and unlimited Canada-wide talk and text. Additional features like long distance options and additional data are available to add on to your account. <br><br>

__Related help pages:__
- [Credit check requirements](https://www.koodomobile.com/en/help/credit-check-requirements?search_api_views_article_search_fulltext=credit%20check)
- [New to Koodo?](https://www.koodomobile.com/en/help/moving-your-number-koodo)

Are you a Koodo Prepaid customer and want to move to Postpaid services? FInd out everything you need to know right here. 

Switch from Prepaid to Monthly Postpaid service

### 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.
- __10GB bonus data:__ You can add 10GB of bonus data to your plan at 5G speeds (up to 250 Mbps).  
- __3-Day Easy Roam:__ Get 3 days to use your phone in the US or internationally, just like at home. Getaways made simple. For more information on Easy Roam and included destinations, please see the [Easy Roam page](https://www.koodomobile.com/en/services/easyroam). 

  </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>

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  <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>

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  <div class="t-heading-h3"> How does 3-Day Easy Roam work? </div>
</div>
<div class="content">

The 3-Day Easy Roam Perk lets you use your regular plan's data, talk, and text while roaming. Use all three days at once or spread them out over your bill cycle. You get a fresh set of 3 days every cycle, so no banking those days! Additional roaming days are billed at the in-market Easy Roam rate.

__Heads up!__ You'll have to choose between 3-Day Easy Roam US (only eligible in the US) or 3-Day Easy Roam International (only eligible in 200+ international destinations). Roaming promotions or Travel Passes can't be stacked, so the last roaming feature you added is the one that will activate.

For more information on Easy Roam and included destinations, please see the [Easy Roam page](https://www.koodomobile.com/en/services/easyroam).
  </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

Want to pay your Koodo bills faster and easier?

Learn how Plaid can help you link your bank account to Koodo Self Serve for one-time payments or to set up pre-authorized debit (PAD) payments.

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

Plaid is a trusted financial data network that securely connects your bank account to Koodo Self Serve.

Without Plaid, you’d need to manually enter your financial institution, transit, and account numbers when making a payment. This process can be time consuming and prone to mistakes.

Plaid lets you link your bank account in seconds, reducing failed payments and keeping your financial information safe through encryption and advanced security protocols.
  </div>

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  <div class="t-heading-h3"> Why does Koodo use Plaid? </div>
</div>
<div class="content">

Koodo uses Plaid to make it easier and faster for customers to make payments directly from their bank accounts. 

Plaid removes the need for manual data entry, reduces failed payments due to entry errors, and connects securely with hundreds of Canadian financial institutions. 

__Note:__ Plaid doesn’t prevent payments declined by your bank, such as those due to non-sufficient funds (NSF).
  </div>

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  <div class="t-heading-h3"> How secure is Plaid? </div>
</div>
<div class="content">

Plaid is designed with security as a top priority.

When you connect your bank account with Plaid, your data is kept tokenized, encrypted, and private. 

Plaid has passed strict technology audits and regularly undergoes security testing.

Learn more about Plaid’s security (available in English only):

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

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  <div class="t-heading-h3"> Which institutions can you connect with Plaid? </div>
</div>
<div class="content">

Plaid can help you connect hundreds of Canadian financial institutions to your Self Serve account, including national banks, local banks, credit unions, investment banks, or digital banks.

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

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  <div class="t-heading-h3"> How can I make a bank payment in Koodo Self Serve using Plaid? </div>
</div>
<div class="content">

To make a one-time payment from your bank account in Koodo Self Serve using Plaid, follow these steps:

1. Log in to Koodo Self Serve.

2. Go to the __Billing__ section.

3. Click __Pay now__.

4. Under Payment options, select __Pay with bank__, then click __Next__.

5. Choose your financial institution.

6. A message will appear saying Koodo uses Plaid to connect to your bank account. Click __Continue__.

7. (Optional) Enter your mobile phone number to save your banking info for future use on Plaid-supported platforms.

8. Log in with your online banking credentials.

9. Select the bank account you’d like to use.

10. Enter your payment amount and accept the terms.

11. Click __Pay now__.

12. A confirmation message will appear once the payment is complete.

Please note that for one-time payments, your debit information isn’t saved, so you’ll need to re-enter it each month.

Depending on your financial institution, processing may take up to two business days before appearing in your bank account and Koodo Self Serve balance.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> How do pre-authorized payments work with Plaid? </div>
</div>
<div class="content">

Once your account is connected through Plaid, payments are withdrawn automatically on your due date. You won’t need to enter your information manually each month.

__How to set up pre-authorized payments with Plaid:__

1. When you connect your bank account with Plaid, you’ll be able to search for and select your financial institution. 

2. Next, enter your banking login credentials.

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

4. Plaid will then encrypt your banking information and securely share only the necessary account details with Koodo to complete your setup.

Your username and password will never be shared with Koodo or anyone else. Once your information has been verified, the connection between Plaid and Koodo will be securely closed.

You can update or cancel pre-authorized payments anytime in Koodo Self Serve.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What should I do if I get an error in Plaid? </div>
</div>
<div class="content">

If you get an error while connecting your bank account with Plaid, try connecting again. It's often temporary.

If the issue continues, try again later or enter your bank details manually to complete your payment.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Common Plaid error messages and what they mean </div>
</div>
<div class="content">

__“Please try connecting to a different account”__

- Your bank may be doing maintenance or having temporary technical issues. 
- Try connecting again later, or enter your bank details manually to complete your setup.<br><br>

__“Couldn’t connect to your institution”__

- A temporary issue may be preventing Plaid from reaching your bank. 
- Try again in a few hours or the next day, or manually enter your banking information.<br><br>

__“Action required with your account”__

- Your bank may need you to complete additional steps before connecting. For example, agreeing to new terms, resetting your password, or updating contact details.
- Log in to your bank directly, complete any pending steps, then try connecting again.
- If needed, enable third-party access or create an app password for Plaid.<br><br>

__“Session expired”__

- It took over five minutes for a bank account to be selected and your session timed-out.
- Simply restart the Plaid connection and try again.<br><br>

__“The credentials you provided were incorrect”__

- Double-check that you’ve selected the right bank and entered your correct online banking username and password (not your Koodo login)
- If your credentials are correct, try again. (Note: Some banks may lock your account after 3–5 failed attempts.)<br><br>

__“Your answers were incorrect”__

- You may have entered an incorrect security answer, chosen the wrong authentication method, or missed a one-time passcode.
- Restart the Plaid process and try again, ensuring your security information is correct. 
- If the issue continues, update your two-factor authentication settings with your bank.<br><br>

__“Security code incorrect”__

- You entered an invalid one-time passcode. 
- Re-enter the correct code or update your authentication settings with your bank.<br><br>

__“Too many attempts”__

- Your account may be locked due to too many failed login attempts. 
- Log in to your bank’s website or app to unlock your account, then try linking again or manually enter your bank details.<br><br>

__“Account not currently supported”__

- Plaid may not support the type of account or authentication method you’re using. 
- Try linking a different bank account, or manually enter your bank details instead.<br><br>

__“Your account settings are incompatible”__

- Your bank’s security settings or authentication method might not be supported by Plaid. 
- Try connecting a different bank account, or manually enter your banking information to continue.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What should I do if I get an error not mentioned here? </div>
</div>
<div class="content">

If you get another error while connecting your bank account with Plaid, try connecting it again.

If the issue continues, please enter your banking details manually in Self Serve:

1. Log in to Koodo Self Serve.

2. Go to the __Billing__ section and select __Pay now__.

3. Under __Payments options__, choose __Pay with bank__, then follow the prompts to complete your payment manually.

Please note that processing may take up to two business days depending on your financial institution. 

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

<div class="collapsible">
  <div class="t-heading-h3"> What happens if my payment is delayed or not showing? </div>
</div>
<div class="content">

Payments made through Plaid can take up to two business days to process.

If you don’t see your updated balance, try refreshing the Self Serve page.

If it’s been more than two business days, please contact your financial institution to confirm the transaction.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> What if my payment is rejected? </div>
</div>
<div class="content">

If your payment is rejected, it’s usually due to your financial institution’s authorization rules (for example, insufficient funds or security limits.)

Only your bank can confirm the specific reason.

To avoid late fees or a missed payment, you can:

- Make another payment in Koodo Self Serve using a different payment method.
- Pay directly from your bank’s website or app.
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Will I be charged any fees? </div>
</div>
<div class="content">

Koodo doesn’t charge fees for payments made through Plaid, but if your bank account doesn’t have enough funds to cover the payment, your financial institution may apply a non-sufficient funds (NSF) fee. 

To view Koodo’s service-related fees, visit our [Help section](https://www.koodomobile.com/en/help). Under __Support tools__, select the __Service fees__ link to open a pop up with the full list of applicable fees. 
  </div>

<div class="collapsible">
  <div class="t-heading-h3"> Still have questions about Plaid? </div>
</div>
<div class="content">

If you have more questions about Plaid, visit [Plaid’s help centre](https://support-my.plaid.com/hc/en-us) (available in English only).

Within the help centre, you can find FAQs about Plaid or search for a specific question you have in mind.
  </div>

Common questions about Plaid

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

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

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

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

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

### __Heads up!__ 

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

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

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

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

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

### __To cancel pre-authorized payments:__

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

### __Good to know__

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

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

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

__1. What is Plaid?__

Plaid is a trusted financial data network that securely connects your bank account to Koodo Self Serve.

Without Plaid, you’d need to manually enter your financial institution, transit, and account numbers when making a payment. This process can be time consuming and prone to mistakes.

Plaid lets you link your bank account in seconds, reducing failed payments and keeping your financial information safe through encryption and advanced security protocols.<br><br>

__2. Why does Koodo use Plaid?__

Koodo uses Plaid to make it easier and faster for customers to make payments directly from their bank accounts. 

Plaid removes the need for manual data entry, reduces failed payments due to entry errors, and connects securely with hundreds of Canadian financial institutions. 

__Note:__ Plaid doesn’t prevent payments declined by your bank, such as those due to non-sufficient funds (NSF).<br><br>

__3. How secure is Plaid?__

Plaid is designed with security as a top priority.

When you connect your bank account with Plaid, your data is kept tokenized, encrypted, and private. 

Plaid has passed strict technology audits and regularly undergoes security testing.

Learn more about Plaid’s security (available in English only):

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

__4. Which institutions can you connect with Plaid?__

Plaid can help you connect hundreds of Canadian financial institutions to your Self Serve account, including national banks, local banks, credit unions, investment banks, or digital banks.

If you can’t find your financial institution on Plaid, check out Plaid’s Help Centre for assistance (available in English only).<br><br>

__5. How can I make a bank payment in Koodo Self Serve using Plaid?__

To make a one-time payment from your bank account in Koodo Self Serve using Plaid, follow these steps:

1. Log in to Koodo Self Serve.

2. Go to the __Billing__ section.

3. Click __Pay now__.

4. Under Payment options, select __Pay with bank__, then click __Next__.

5. Choose your financial institution.

6. A message will appear saying Koodo uses Plaid to connect to your bank account. Click __Continue__.

7. (Optional) Enter your mobile phone number to save your banking info for future use on Plaid-supported platforms.

8. Log in with your online banking credentials.

9. Select the bank account you’d like to use.

10. Enter your payment amount and accept the terms.

11. Click __Pay now__.

12. A confirmation message will appear once the payment is complete.

Please note that for one-time payments, your debit information isn’t saved, so you’ll need to re-enter it each month.

Depending on your financial institution, processing may take up to two business days before appearing in your bank account and Koodo Self Serve balance.<br><br>

__6. How do pre-authorized payments work with Plaid?__

Once your account is connected through Plaid, payments are withdrawn automatically on your due date. You won’t need to enter your information manually each month.<br><br>

__How to set up pre-authorized payments with Plaid:__

1. When you connect your bank account with Plaid, you’ll be able to search for and select your financial institution. 

2. Next, enter your banking login credentials.

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

4. Plaid will then encrypt your banking information and securely share only the necessary account details with Koodo to complete your setup.

Your username and password will never be shared with Koodo or anyone else. Once your information has been verified, the connection between Plaid and Koodo will be securely closed.

You can update or cancel pre-authorized payments anytime in Koodo Self Serve.<br><br>

__7. What should I do if I get an error in Plaid?__

If you get an error while connecting your bank account with Plaid, try connecting again. It's often temporary.

If the issue continues, try again later or enter your bank details manually to complete your payment.<br><br>

__8. Common Plaid error messages and what they mean__

__“Please try connecting to a different account”__

- Your bank may be doing maintenance or having temporary technical issues. 
- Try connecting again later, or enter your bank details manually to complete your setup.<br><br>

__“Couldn’t connect to your institution”__

- A temporary issue may be preventing Plaid from reaching your bank. 
- Try again in a few hours or the next day, or manually enter your banking information.<br><br>

__“Action required with your account”__

- Your bank may need you to complete additional steps before connecting. For example, agreeing to new terms, resetting your password, or updating contact details.
- Log in to your bank directly, complete any pending steps, then try connecting again.
- If needed, enable third-party access or create an app password for Plaid.<br><br>

__“Session expired”__

- It took over five minutes for a bank account to be selected and your session timed-out.
- Simply restart the Plaid connection and try again.<br><br>

__“The credentials you provided were incorrect”__

- Double-check that you’ve selected the right bank and entered your correct online banking username and password (not your Koodo login)
- If your credentials are correct, try again. (Note: Some banks may lock your account after 3–5 failed attempts.)<br><br>

__“Your answers were incorrect”__

- You may have entered an incorrect security answer, chosen the wrong authentication method, or missed a one-time passcode.
- Restart the Plaid process and try again, ensuring your security information is correct. 
- If the issue continues, update your two-factor authentication settings with your bank.<br><br>

__“Security code incorrect”__

- You entered an invalid one-time passcode. 
- Re-enter the correct code or update your authentication settings with your bank.<br><br>

__“Too many attempts”__

- Your account may be locked due to too many failed login attempts. 
- Log in to your bank’s website or app to unlock your account, then try linking again or manually enter your bank details.<br><br>

__“Account not currently supported”__

- Plaid may not support the type of account or authentication method you’re using. 
- Try linking a different bank account, or manually enter your bank details instead.<br><br>

__“Your account settings are incompatible”__

- Your bank’s security settings or authentication method might not be supported by Plaid. 
- Try connecting a different bank account, or manually enter your banking information to continue.<br><br>

__9. What should I do if I get an error not mentioned here?__

If you get another error while connecting your bank account with Plaid, try connecting it again.

If the issue continues, please enter your banking details manually in Self Serve:

1. Log in to Koodo Self Serve.

2. Go to the __Billing__ section and select __Pay now__.

3. Under Payments options, choose __Pay with bank__, then follow the prompts to complete your payment manually.

Please note that processing may take up to two business days depending on your financial institution. 

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

__10. What happens if my payment is delayed or not showing?__

Payments made through Plaid can take up to two business days to process.

If you don’t see your updated balance, try refreshing the Self Serve page.

If it’s been more than two business days, please contact your financial institution to confirm the transaction.<br><br>

__11. What if my payment is rejected?__

If your payment is rejected, it’s usually due to your financial institution’s authorization rules (for example, insufficient funds or security limits.)

Only your bank can confirm the specific reason.

To avoid late fees or a missed payment, you can:

- Make another payment in Koodo Self Serve using a different payment method.
- Pay directly from your bank’s website or app.<br><br>

__12. Will I be charged any fees?__

Koodo doesn’t charge fees for payments made through Plaid, but if your bank account doesn’t have enough funds to cover the payment, your financial institution may apply a non-sufficient funds (NSF) fee. 

To view Koodo’s service-related fees, visit our [Help section](https://www.koodomobile.com/en/help). Under __Support tools__, select the __Service fees__ link to open a pop up with the full list of applicable fees.<br><br>

__13. Still have questions about Plaid?__

If you have more questions about Plaid, visit [Plaid’s help centre ](https://support-my.plaid.com/hc/en-us)(available in English only).

Within the help centre, you can find FAQs about Plaid or search for a specific question you have in mind.
  </div>

<div class="collapsible">
  <h3> FAQ | Pre-authorized payments </h3>
</div>
<div class="content">

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

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

  </div>


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

Setting up pre-authorized payments

Every Certified Pre-Owned phone  purchased from Koodo after November 10, 2020 includes a Certified Pre-Owned Limited Warranty that the device will be free of defects in materials and workmanship, subject to the conditions and limitations below, for one year .  Certified Pre-Owned phones  purchased from Koodo after October 24, 2025 may be eligible for a limited warranty beyond the completion of the above-noted 1 year, subject to the conditions and limitations below, as long as the device has an active Koodo or TELUS mobility plan and  is subject to parts availability and repair capabilities. Check out the [warranty and repair](https://www.koodomobile.com/en/help/warranty-and-repair-policy) help page for more details.<br><br>

__Functional Inspection__

With the highest of standards, we inspect the battery, body, camera, screen, buttons, speaker, and software to ensure everything works the way it was meant to. Plus, each device is thoroughly disinfected before it’s repackaged. During our refurbishment process, some components may be replaced using third-party parts. These parts go through inspection by a technician covered by our warranty.<br><br>

__Network Connection Testing__

We test our devices to ensure data transmission is working.<br><br>

__Full System Wipe and Software Update__

The latest software is installed and all other content will be wiped.<br><br>

__Quality Guarantee and Warranty__

You have up to 30 days* to try out your Certified Pre-owned device. If you’re not crazy about it, you can return it for a full refund. Plus, they’re all backed by a Limited Lifetime Warranty from Koodo.
Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only).<br><br>

__What’s included with every Certified Pre-Owned Phone__

- A Koodo SIM card
- No additional accessories included<br><br>

__Certified Pre-Owned Limited Warranty__

If your Certified Pre-owned Android phone is in need of an in-warranty repair, visit a Koodo store for assistance. If your Certified Pre-owned Apple device requires an in-warranty repair, visit a Koodo or TELUS location for assistance. Check out the [warranty and repair help page](https://www.koodomobile.com/en/help/warranty-and-repair-policy) for more details.

The AppleCare+ Protection Plan isn’t offered with our Certified Pre-Owned phones and is only available for new iPhones.

Need a Certified Pre-owned phone in your life, like, right now? Get one [online](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only).<br><br>

__Terms & Conditions__

\* If you are not satisfied, you can return your purchase for an exchange or refund, with the original sales receipt, within 15 days from purchase if bought in store*** or 30 days from purchase date if bought online. Click [here](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone) for more information regarding our return policies.

** Koodo will cover the costs of repairing any manufacturer defects in materials and workmanship, subject to the conditions and limitations found here  for 1 year, starting from the date of purchase. 

*** Up to 30 days for those with disabilities <br><br>

## Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only).


Certified Pre-owned Phones are high-quality phones that have been used for no more than 30 days. Find out about getting a Certified Pre-Owned phone with Koodo!

Certified Pre-owned Phones

Buying online

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

### 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, November 19, 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) 

Did you know that new and existing Koodo customers can activate a tablet plan with Koodo? It’s super easy to set up!

__Heads up!__ A tablet device __must__ be purchased along with the plan.

### __How does it work?__

1. To get started, visit a Koodo Store, authorized dealer, or retail location. Want to find a store near you? Check out our [Store Locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "store locator")

  - Existing Koodo customers can also add a tablet plan to their accounts online through the [Tablets page](https://www.koodomobile.com/tablets)
2. Choose a tablet device and get a SIM card
3. Insert the activated SIM into your tablet, and you’ll be good to go!

### Good to know
- A connection fee applies when a tablet is purchased in store (this fee includes an already-activated tablet SIM card)
- Customers using iPads will need to manually configure their APN settings. For more information about how to do this, check out our [internet connectivity troubleshooting page](https://www.koodomobile.com/help/i-cant-connect-internet)

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

__1. Can new customers activate a tablet with Koodo?__

Yes; however, new tablet activations are currently not available through Self Serve. At this time, only existing Postpaid (monthly) Koodo customers are able to add a tablet to their account. New customers can activate a Koodo tablet plan on the Tab __in stores.__<br><br>

__2. Can existing customers add multiple tablets to their account?__

Yes they can!<br><br>

__3. Which plans are eligible for a tablet?__

New and existing customers can add a $15/4 GB plan to their tablet. A tablet plan can  be used only with a tablet device. If these conditions are not met, Koodo may terminate your tablet plan in accordance with the [Service Terms](https://www.koodomobile.com/service-terms).<br><br>

__4. Will customers receive Shock-Free data notifications?__

Customers using SMS-enabled Android devices __will__ receive Shock-Free data SMS alerts (at 50%, 90% and 100% of their usage) and their data will be paused once the limit is reached. __Note:__ The new $15/4GB plan does __not__ include SMS. 

Customers using Apple or non-SMS-enabled devices __will not__ receive Shock-Free data SMS alerts, but their data will be paused once the limit is reached. 

For both Android and Apple users, if a customer has set up other alert methods (i.e. other phones or emails), they’ll still receive the alerts.

A person on the account with [authority](https://www.koodomobile.com/help/permissions "authority") will be able to unpause data by adding a one-time data top-up from their tablet or via [Self Serve](http://koodo.com/selfserve "Self Serve"). A customer without authority will need to contact another user on the account who has authority in order to unpause data via [Self Serve](http://koodo.com/selfserve "Self Serve").<br><br>

__5. Are tablets eligible for the Refer-a-Friend program?__

No, tablets are not eligible for the Refer-a-Friend program.<br><br>

__6. How can customers check their usage?__

Customers can check usage on [Self Serve ](http://koodo.com/selfserve "Self Serve").<br><br>

__7. Can a Koodo tablet be used as a phone with a SIM number?__

No, the tablet plan does not come with voice or SMS capabilities.<br><br>

__8. Is it possible to buy the tablet without a plan?__ 

No, you must get a tablet plan with your tablet device.<br><br>

__9. How do I remove a tablet from my plan?__

Cancelling a tablet is the same as cancelling a plan. To do this, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll be happy to help you.

  </div>


Do you want to find out how activate your tablet with Koodo Mobile? Get all the tips for Activating a Tablet here. 

Activating your phone

Activating a tablet

Learn how to set up an eSIM on a Samsung device.

__Note:__ If you're moving your existing phone number to Koodo from your previous provider,
- Please keep your old eSIM active 
- Do not delete it from your phone
- Keep your phone number active with your previous service provider until the transfer is complete 

<div class="collapsible">
  <h3>What you'll need to activate an eSIM on a Samsung phone</h3>
</div>
<div class="content">
  <p>
    <strong>Please ensure your phone is updated to the latest available software version.</strong>
  </p>
  <p>
If you have an international model, you can still activate a new eSIM on it, as long as the device is compatible, unlocked, and has enough memory available for the new eSIM.
  </p>
</div>

<div class="collapsible">
  <h3>New customer: Setting up a new Samsung phone</h3>
</div>
<div class="content">
  <p>
If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on <strong>how to automatically activate a carrier-assigned eSIM on your brand new phone during initial setup:</strong>
  </p>
  <div id="automatically-activating"></div>
</div>

<div class="collapsible">
  <h3>New customer: Setting up an existing Samsung phone</h3>
</div>
<div class="content">
  <p>
If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on <strong>how to set up an eSIM on your Samsung with a push notification:</strong>
  </p>
  <div id="esim-push-notification"></div>
</div>

<div class="collapsible">
  <h3>Existing customer: Setting up a new Samsung phone</h3>
</div>
<div class="content">
  <p>
Click on and follow this guide for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on a new phone:</strong>
  </p>
  <div id="transferring-your-esim"></div>
</div>

<div class="collapsible">
  <h3>Existing customers: Setting up an existing Samsung phone</h3>
</div>
<div>
  <p>
    <strong>Existing customers:</strong>
    <p>If you're setting up a brand new Samsung phone, please see the simulator above, titled  <strong>"Existing Customer: Setting up a new Samsung phone"</strong>
  </p>
  <p>
    Click on and follow the guide below for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on a Samsung phone after the setup process:</strong>
  </p>
  </p>
  <div id="esim-post-setup"></div>
  </div>
</div>

<div class="collapsible">
  <h3>Existing customer: Switching from Physical SIM to eSIM</h3>
</div>
<div>
  <p>
    <strong>How do I convert a physical SIM to an eSIM on the same phone?</strong>
  </p>
  <p>
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:
  </p>
  <ol>
    <li>Go to Settings</li>
    <li>Tap Connections</li>
    <li>Tap SIM manager</li>
    <li>Tap on the physical SIM to convert</li>
    <li>Tap Convert to eSIM</li>
    <li>Tap Convert eSIM to confirm</li>
    <li>Once the transfer is completed, remove the physical SIM from the phone</li>
  </ol>
</div>

<div class="collapsible">
  <h3>How to swap eSIMs using Self Serve</h3>
</div>
<div>
  <p>
  If you’d like to change to another Samsung device, to transfer from one device directly to another, see the section titled <strong>“Existing customer: Setting up a new Samsung phone.”</strong>
  </p>
  <p>
If you’d like to change from Apple to Android (or Android to Apple), have lost your device, or accidentally deleted your eSIM, you can use Self Serve to complete the swap.
  </p>
  <p>
You must be an Owner or Manager on the account, and you’ll need the following:
  </p>
  <p>
    <ul>
      <li>Your smartphone EID, which can be found within the settings app</li>
      <li>An active Koodo account (on which you’ll be swapping the SIM)</li>
  </ul>
  </p>
</div>

<div class="collapsible">
  <h3>Didn’t get an eSIM notification? Try the QR code instead.</h3>
</div>
<div>
  <p>
  If you’ve completed an activation or a swap in Self Serve and your phone isn’t receiving a notification to install your eSIM, you can use the following QR code to manually “pull” the eSIM waiting on the network:
  </p>
  <p>
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/3FqXHDSfByMlIpjjFPqZhR/ddb9c9b0cea4ece4de284bbe7604e948/image1.png" style="width: 220px; height: 220px;" />
  </p>
  <p>
  Here are the most common steps:
  </p>
  <p>
    <strong>Samsung</strong>
  </p>
  <ul>
    <li>Go to <strong>Settings > Connections > SIM manager</strong></li>
    <li>Tap + <strong>Add SIM</strong></li>
    <li>Tap <strong>Scan carrier QR Code</strong> and scan the QR code </li>
    <li>Tap <strong>Confirm</strong></li>
  </ul>
</div>

<div class="collapsible">
  <h3>Using a QR code voucher with an existing Samsung phone</h3>
</div>
<div class="content">

  <p>You can purchase an eSIM QR voucher in a <a target="_blank" href="https://www.koodomobile.com/en/find-nearest-store">Koodo store</a>.</p>
  <p>
To activate and set up an eSIM on your Samsung device using a QR code after the initial device setup has been completed, scan the QR code using the Camera app and follow the steps below:
  </p>
<div id="post-setup-qr-code"></div>
</div>

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

eSIMs on Samsung devices

Learn how to set up an eSIM on a Pixel device.

__Note:__ If you're moving your existing phone number to Koodo from your previous provider,
- Please keep your old eSIM active 
- Do not delete it from your phone
- Keep your phone number active with your previous service provider until the transfer is complete 

<div class="collapsible">
  <h3>What you'll need to activate an eSIM on a Google Pixel phone</h3>
</div>
<div class="content">
  <p>
    <strong>Please ensure your phone is updated to the latest available software version.</strong>
  </p>
  <p>
If you have an international model, you can still activate a new eSIM on it, as long as the device is compatible, unlocked, and has enough memory available for the new eSIM.
  </p>
</div>

<div class="collapsible">
  <h3>New customer: Setting up a new Google Pixel</h3>
</div>
<div class="content">
  <p>
If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on <strong>how to automatically activate a carrier-assigned eSIM on your brand new phone during initial setup:</strong>
  </p>
  <div id="automatically-activating"></div>
</div>

<div class="collapsible">
  <h3>New customer: Setting up an existing Google Pixel</h3>
</div>
<div>
  <p>
    If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on <strong>how to set up an eSIM on your Pixel with a push notification:</strong>
  </p>
  <div id="esim-push-notification"></div>
</div>

<div class="collapsible">
  <h3>Existing customer: Setting up a new Google Pixel</h3>
</div>
<div>
  <p>
Click on and follow this guide for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on a new Pixel:</strong>
  </p>
  <div id="transferring-initial-setup"></div>
</div>

<div class="collapsible">
  <h3>Existing customers: Setting up an existing Google Pixel</h3>
</div>
<div>
  <p>
    <strong>Existing customers:</strong>
  </p>
  <p>
If you're setting up a brand new Pixel, please see the simulator above, titled <strong>"Existing Customer: Setting up a new Google Pixel."</strong>
  </p>
  <p>
Click on and follow the guide below for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on a Pixel after the setup process:</strong>
  </p>
  <div id="transferring-after-device-setup"></div>
</div>

<div class="collapsible">
  <h3>Existing customer: Switching from Physical SIM to eSIM</h3>
</div>
<div>
  <p>
To convert a physical SIM to an eSIM on the same phone, you need a Pixel 8 or newer that’s been updated to Android 15 or newer:
  </p>
  <ol>
    <li>Go to Settings</li>
    <li>Tap Network and Internet</li>
    <li>Tap SIMs</li>
    <li>Tap on the physical SIM to convert</li>
    <li>Tap Convert to eSIM</li>
    <li>Tap Convert to confirm</li>
    <li>Once the Transfer is completed, remove the physical SIM from the phone</li>
  </ol>
</div>

<div class="collapsible">
  <h3>How to swap eSIMs using Self Serve</h3>
</div>
<div class="content">
  <p>
    If you’d like to change to another Pixel device, to transfer from one device directly to another, see the section titled <strong>“Existing customer: Setting up a new Pixel.”</strong>
  </p>
  <p>
If you’d like to change from Apple to Android (or Android to Apple), have lost your device, or accidentally deleted your eSIM, you can use Self Serve to complete the swap.
  </p>
  <p>
You must be an Owner or Manager on the account, and you’ll need the following:
  </p>
  <p>
<ul>
  <li>Your smartphone EID, which can be found within the settings app</li>
  <li>An active Koodo account (on which you’ll be swapping the SIM)</li>
</ul>
  </p>
</div>

<div class="collapsible">
  <h3>Didn’t get an eSIM notification? Try the QR code instead.</h3>
</div>
<div>
  <p>
  If you’ve completed an activation or a swap in Self Serve and your phone isn’t receiving a notification to install your eSIM, you can use the following QR code to manually “pull” the eSIM waiting on the network:
  </p>
  <p>
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/3PdkBNBgkSn2P2icBScYxu/b0ddc922419cbeb0ae3d082468b29b69/image1.png" style="width: 220px; height: 220px;" />
  </p>
  <p>
  Here are the most common steps:
  </p>
  <p>
    <strong>Pixel</strong>
  </p>
  <ul>
    <li>Go to <strong>Settings > Network and Internet > SIMs</strong></li>
    <li>Tap <strong>+ Add SIM > Download a new eSIM > Yes</strong></li>
    <li>Tap <strong>Scan carrier QR Code</strong> and scan the QR code </li>
    <li>Tap <strong>Download</strong></li>
  </ul>
</div>

<div class="collapsible">
  <h3>Using a QR code voucher with an existing Google Pixel</h3>
</div>
<div class="content">
  <p>You can purchase an eSIM QR voucher in a <a target="_blank" href="https://www.koodomobile.com/en/find-nearest-store">Koodo store</a>.</p>
  <p>To activate and set up an eSIM on your Pixel device using a QR code after the initial device setup has been completed, scan the QR code using the Camera app and follow the steps below:</p>
  <div id="post-setup-qr-code"></div>
</div>

eSIMs on Pixel devices

Learn how to set up an eSIM on a Android device.

__Note:__ If you're moving your existing phone number to Koodo from your previous provider,
- Please keep your old eSIM active 
- Do not delete it from your phone
- Keep your phone number active with your previous service provider until the transfer is complete 

<div class="collapsible">
  <h3>What you'll need to activate an eSIM on an Android device</h3>
</div>
<div class="content">
  <p>
    <strong>Please ensure your phone is updated to the latest available software version.</strong>
  </p>
  <p>
If you have an international model, you can still activate a new eSIM on it, as long as the device is compatible, unlocked, and has enough memory available for the new eSIM.
  </p>
</div>

<div class="collapsible">
  <h3>New customer: Setting up a new Android device</h3>
</div>
<div class="content">
  <p>
If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on how to Automatically activate a carrier-assigned eSIM on your brand new phone during initial setup:
  </p>
  <div id="automatically-activating"></div>
</div>

<div class="collapsible">
  <h3>New customer: Setting up an existing Android device</h3>
</div>
<div>
  <p>
If you're new to Koodo, click on and follow this guide for a personalized step-by-step tutorial on <strong>how to set up an eSIM on your Android with a push notification:</strong>
  </p>
  <div id="esim-push-notification"></div>
</div>

<div class="collapsible">
  <h3>Existing customer: Setting up a new Android device</h3>
</div>
<div>
  <p>
Click on and follow this guide for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on a new phone:</strong>
  </p>
  <div id="transferring-initial-setup"></div>
</div>

<div class="collapsible">
  <h3>Existing customers: Setting up an existing Android device</h3>
</div>
<div>
  <strong>Existing customers:</strong>
  <p>
If you're setting up a brand new Android, please see the simulator above, titled <strong>"Existing Customer: Setting up a new Android device"</strong>
  </p>
  <p>
Click on and follow the guide below for a personalized step-by-step tutorial on <strong>how to transfer a SIM card/eSIM from a previous phone to an eSIM on an Android phone after the setup process:</strong>
  </p>
  <div id="transferring-after-device-setup"></div>
</div>

<div class="collapsible">
  <h3>Existing customer: Switching from Physical SIM to eSIM</h3>
</div>
<div>
  <p>
To convert a physical SIM to an eSIM on the same phone, you need an Android device that has been updated to Android 15 or newer. Note that not all Android 15 devices support eSIM or eSIM conversion:
  </p>
  <ol>
    <li>Go to Settings</li>
    <li>Tap Network and Internet</li>
    <li>Tap SIMs & mobile network</li>
    <li>Tap on the physical SIM to convert</li>
    <li>Tap Convert to eSIM</li>
    <li>Tap Convert to confirm</li>
    <li>Once the Transfer is completed, remove the physical SIM from the phone</li>
  </ol>
</div>

<div class="collapsible">
  <h3>How to swap eSIMs using Self Serve</h3>
</div>
<div class="content">
  <p>
    If you’d like to change to another Android device, to transfer from one device directly to another, see the section titled <strong>“Existing customer: Setting up a new Android.”</strong>
  </p>
  <p>
If you’d like to change from Apple to Android (or Android to Apple), have lost your device, or accidentally deleted your eSIM, you can use Self Serve to complete the swap.
  </p>
  <p>
You must be an Owner or Manager on the account, and you’ll need the following:
  </p>
  <p>
<ul>
  <li>Your smartphone EID, which can be found within the settings app</li>
  <li>An active Koodo account (on which you’ll be swapping the SIM)</li>
</ul>
  </p>
</div>

<div class="collapsible">
  <h3>Didn’t get an eSIM notification? Try the QR code instead.</h3>
</div>
<div>
  <p>
  If you’ve completed an activation or a swap in Self Serve and your phone isn’t receiving a notification to install your eSIM, you can use the following QR code to manually “pull” the eSIM waiting on the network:
  </p>
  <p>
    <img src="https://images.ctfassets.net/8cecwr1x4jkf/1ZUYfFx3LspwZ6SwoWxSXR/e96862cdce599273875e332a121ea504/image1.png" style="width: 220px; height: 220px;" />
  </p>
  <p>
  Here are the most common steps:
  </p>
  <p>
    <strong>Motorola</strong>
  </p>
  <ul>
    <li>Go to <strong>Settings > Network and Internet</strong></li>
    <li>Tap <strong>+</strong> beside Mobile Carrier</strong></li>
    <li>Tap <strong>Download a SIM instead</strong></li>
    <li>Scan QR code</li>
  </ul>
</div>

<div class="collapsible">
  <h3>Using a QR code voucher with an existing Android device</h3>
</div>
<div class="content">
  <p>You can purchase an eSIM QR voucher in a <a target="_blank" href="https://www.koodomobile.com/en/find-nearest-store">Koodo store</a>.</p>
  <p>
To activate and set up an eSIM on your Android device using a QR code after the initial device setup has been completed, scan the QR code using the Camera app and follow the steps below:
  </p>
  <div id="post-setup-qr-code"></div>
</div>

eSIMs on Android devices

To use Koodo Prepaid, including any Prepaid Add-ons on your account, you'll need to buy a Prepaid base plan first.

When it comes to Koodo Prepaid base plans, there are no pay-per-use charges. You'll have unlimited access to your included features for 30 days, and you get exactly what you paid for. No surprises.

## 4G Prepaid Base Plans
4G Prepaid base plans can expect up to 100 Mbps of download speed. 

4G speed allows you to enjoy seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. You’ll also have a richer social media experience with greater access to content and embedded videos.

## 3G Prepaid base Plans
3G Prepaid base plans can expect up to 3 Mbps of download speed.

3G speed is good for email, Google searches, and viewing standard-definition videos. Streaming and watching HD videos (ie. YouTube, Netflix) will be slower and have lower resolution. Your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.

## 360-Day Plans

On a 360-day plan, you’ll get your full 12 months’ worth of data on your activation date. The data will not expire within the 12 months, and any unused data after 360 days will not be carried over.

Prepaid add-ons will continue to work the same as on a 30-day plan. Please note that when activating a data add-on, your in-plan bucketed amount will be used before your add-on data is used.

## Canada-wide Plan

With a Canada-wide Plan, you can make outgoing calls to any number within Canada with no provincial restrictions. When travelling to another province,

- You can make Canada-wide calls 

- You’ll receive unlimited incoming calls 

- You will be able to call your home province without the need to get an add-on.

If calling isn’t included in your plan, you’ll need to purchase a [Canada-wide Talk Add-on](https://www.koodomobile.com/en/prepaid-plans?INTCMP=KMNew_NavMenu_Shop_PrepaidPlans) to make calls. Please refer to [Prepaid add-ons](https://www.koodomobile.com/en/help/prepaid-boosters) for more information.

To help you keep track of your usage, we'll send you reminders each time you use a 10% increment of your data. You can opt out of these messages at any time.

## Changing your Prepaid plan

You can change your Prepaid Plan any time in [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). You have two options: 

- Change the plan immediately 

- Change the plan on your next renewal date.

## Changing your Prepaid base plan on your next renewal date

We recommend you choose this option, because it allows you to use up the Prepaid Base Plan you’ve already paid for until your next Prepaid Base Plan renewal date. Here are some things you should know about:

- When changing the plan on your next renewal date, the amount due will be automatically updated and that amount will be charged on your next renewal date.

- You can cancel a future-dated Prepaid Plan change at any time by going to the ‘Plan & Prepaid Add-ons’ tab and selecting ‘Cancel Change.’

## Changing your Prepaid plan now

If you’ve used up all of your talk, text, or data allotment and want to change your Prepaid Base Plan early, here are some things to keep in mind:

- A new payment cycle starts when you activate your new Prepaid plan. 

- Your Prepaid Plan will not be prorated, which means that any days or recurring promotions (data/voice/text) remaining in your current payment cycle won’t be added to your new Prepaid plan.

## How to change your Prepaid base plan

1. Log in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com)

2. Select the __Plan & Prepaid Add-ons__ tab on the right side of the screen.

3. Navigate to __Change My Plan__

4. Select your preferred new plan.

5. Select __Change Plan on Renewal__ for changes to take effect at your next plan cycle or __Change Plan Now__ for immediate changes.

6. If you have a promotional code, input it in the ‘Promotional Code’ box and click __Add__.

7. Review your payment method.

8. To confirm the plan change at your next renewal, click __Confirm Change Plan.__ For immediate changes, click __Complete Payment__.

__Note:__ Changes scheduled for your renewal date will be processed without any immediate charge. Your account will be updated on your next renewal date. If you’ve recently changed to a Prepaid plan with a different data speed, it may take up to 48 hours until the speed change kicks in.

## Renewing your Prepaid plan
You can view your Prepaid base plan renewal date by logging in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve").

- If you don’t renew your Prepaid plan when it expires, your prepaid service will be __suspended__ until you top-up and purchase a Prepaid plan again. 

- If you don't make a payment on your Prepaid plan for 90 days, your account will be __deactivated__ and you’ll lose your phone number and any funds remaining on your account balance, including your add-ons.

Your Prepaid plan will automatically renew every 30 days, as long as there are sufficient service credits on your Koodo Prepaid account balance before the time of renewal.

## Not enough credits?
If you didn't have enough service credits at the time of renewal and your Prepaid plan expired, you can resume your Koodo Prepaid service by simply topping up your account. As soon as enough credits are added to cover the cost of your Prepaid base plan, it will automatically renew.

To make sure you have enough credits at the time of your Prepaid plan renewal, register for automatic 30-day top-ups – it makes Koodo Prepaid truly worry-free. Check out our Help page “[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account)” for more information.

## Making calls on the Unlimited Messaging Prepaid base plan

### Prepaid Base Plan Talk and Text 
With Koodo Prepaid, every base plan receives:

- Unlimited incoming calls
- Unlimited International Text & Picture Messaging
- Voicemail,
- Call display+
- Call Waiting
- Call forwarding
- Conference Calling

Need extra data, roaming, talk, or text? Add our Prepaid Add-ons to your plan. Valid for 30 days from purchase (15 days for roaming Add-ons).

If you want to make or receive calls, add a Canada-Wide Calling Prepaid Add-on, starting from $10. Add-ons are valid for 30 days from purchase.

## Expired Prepaid plans
If you just bought a Prepaid base plan and saw a message in Self Serve that your Prepaid base plan expired, that means you didn’t have enough funds on your account balance to activate the Prepaid plan. Once you top-up your account to cover the cost of your selected Prepaid base plan, your service status will change to "Active" and you'll be able to access your services. Check out our Help page “[Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account).” 

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

__1. What's the minimum cost of a Prepaid plan and how many minutes does it include? Is it pay-as-you-go?__

Our lowest costing plan is $19 with unlimited Canada-wide calling and international texting. There is also a bonus 500 MB of data per month when you sign up for Automatic top-up.<br><br>

__2. What are the costs for Prepaid services and data?__

Your Prepaid plan *plus* any Prepaid Add-ons that you purchased. You won’t be charged for overage fees on Prepaid.<br><br>

__3. What's the maximum length of time I can not pay before my account expires?__

If you don’t top up for __3 months (90 days)__, we deactivate your account and you lose your phone number. You can make a payment any time in advance of the 90 days to regain service.<br><br>

__4. How do I go from a 30-day Prepaid plan to a 360-day plan?__

You can log into your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account and go to the __Change Base Plan__ option. Please note that you can only pay for this plan yearly, not monthly.<br><br>

__5. If I want to switch plans, can I get a refund for any unused months?__

There are no refunds for any unused months or leftover data. If you want to switch to a plan before your 360 days are used, you won’t receive any credit or get money back.<br><br> 

__6. What’s the difference between 3G and 4G speeds at TELUS and Koodo? How does the experience change?__

- __4G speed:__ includes seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. You’ll also have a richer social media experience with greater access to content and embedded videos.

- __3G speed:__ supports more basic functionality, like checking your emails, surfing the internet, and streaming standard-definition video. Your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.<br><br>

__7. I’m a current Koodo Prepaid customer looking to move from a 4G LTE plan to a 4G speed plan. Will I notice a change in my experience?__

No, it’s unlikely that you’ll notice any change to your experience. At speeds up to 100 Mbps, you’ll still enjoy seamless HD video streaming, video calling, and gaming without pausing or buffering concerns. It’s important to know that 100 Mbps is still fast!<br><br> 

__8. I’m moving from a 4G speed or 4G LTE speed plan to a 3G speed on a 360-day plan. Will I notice a change in my experience?__

You might notice a change going from 4G speed (seamless HD video streaming, video calling, and gaming) to 3G speed, which is better suited to basic functions (checking your emails, surfing the internet, and streaming standard-definition video).
Moving to 3G speeds, your social media experience may be impacted with reduced picture and video quality, because some platforms, like Facebook, may detect your connection speed and tailor your experience based on that.<br><br> 

__9. Can a customer with a CAN-US calling rate plan make calls in the US without additional charges?__

No, CAN-US rate plans only include calls to the U.S. Customers will need to purchase a [U.S. Roaming Add-on](https://www.koodomobile.com/prepaid-plans) to make calls and access cellular data within the U.S.
  </div>

<br><br>__Related help pages:__

- [Prepaid boosters](https://www.koodomobile.com/en/help/prepaid-boosters)

To use Koodo Prepaid, you'll need a base plan. Here's the low down on our Prepaid base plans. 

Prepaid

Base plans

Prepaid plans

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

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

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

__Heads up!__ 

- Your Self Serve account holds 18 months of invoices. If you need a bill older than that, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout#).

- There’s a $15 charge for each invoice requested from a rep.

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

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

E-Bill

Viewing and downloading your bills

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

Did you move recently? Change your address in [Self Serve](https://koodomobile.com/my-account "Self Serve") to keep your records updated. Here's how.

1. [Log in to your Self Serve account](https://koodomobile.com/my-account "Log in to your Self Serve account").

2. From the __Self Serve__ drop-down menu, select __My profile__. Scroll down to __Billing address__ and select __Change__.

3. Your current address will appear in My Profile. To change it, select __Change__.
4. There are a few ways of finding your address:

    a) Start typing your address. When you find the correct address, select it and the form will automatically populate. Select __Submit__.

    or

    b) Manually type your address in the form. Select __Submit__.

5. Find your address on the green verification page and select __Save__.

6. You’ll return to __My profile__, where your address will be updated within 15 minutes.

### __Good to know__

- You must have a Canadian address to register.
- Your mailing address will be verified by Canada Post. If it can't be found in the system, please contact [Canada Post](https://www.canadapost.ca/pca/support/contact/).
- An address can be updated but not entirely removed.<br><br>

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

__1. How can I update my address in Self Serve if I don't have an email address?__

If you can’t log in to Koodo Self Serve because you don’t have an email address, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll help you update your address.<br><br>

__2. Why can't I ship to an address that is different from my billing address?__

While we understand that you might live where you don't have your card registered or that you might want items shipped to other family members, other houses, etc, we can ship only to the card's billing address as a security measure to prevent fraudulent purchases on your account.
  </div>

__Related help pages:__

- [Changing your Self Serve email](https://www.koodomobile.com/en/help/changing-your-self-serve-email) 

Just moved? Find out what you need to know about Changing your address with Koodo, right here. 

Log in & Profile

Account setup

Changing your address

Registering for Self Serve is super easy and only takes a few minutes. 

### __How to finish setting up your account__

When you activate or renew your phone, an email will be sent to you from the store or call centre to set up your account. 

- To complete your registration, go to your email inbox and open the email we sent you.
- Click the link, then enter your Koodo phone number.
- Create a password.
- Choose a security question and answer.
- You're all done! You can now access your Self Serve account.<br><br>

### To set up your Self Serve account on your own 

Go to [Self Serve](http://koodo.com/selfserve), then select __Register now__. The [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) chat will pop up, and you can connect to a rep if you need help getting set up.

[Find this answer on Koodo Prepaid.](https://prepaidselfserve.koodomobile.com "Find this answer on Koodo Prepaid.")<br><br>

### __Just so you know__

- The registration email is usually sent the same day your line becomes active. If you purchase at a physical store location, the email is usually sent within minutes of completing your transaction. If you purchase through koodo.com, it will be sent around the same time your order is ready to be shipped. 
- Didn’t receive a registration email from us? Make sure to check your junk/spam folder. Alternatively, you can use the directions provided above to set up your Self Serve account - but be sure to do this only after your account has been officially activated.
- Link not working when you click on it? Try copying and pasting it into your browser.
- Are you trying to register for a Prepaid Self Serve account? Visit our [Prepaid Self Serve website](https://prepaidselfserve.koodomobile.com/?intcmp=MyAccount_Login_Prepaid_LoginRegButton_062019).
- If you run into issues, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout)) and they'll be happy to help.

New to Koodo? Learn about registering for Self Serve here. 

Registering

Registering for Self Serve

Making calls while traveling can sometimes feel like  daunting task. In this article you’ll find instructions on how to call and text while abroad. 

<div class="collapsible">
  <h3> How to place calls when traveling </h3>
</div>
<div class="content">

While traveling, it is important to know the dialing patterns of the country you are visiting as it may vary from the way you dial in Canada.

__Important considerations__

To call outside the country that you are visiting, you must dial the proper exit code. The “+” symbol in front of the country code will allow calls to successfully complete to the dialed party. To obtain the “+” symbol, press and hold the “0” key on your keypad.

You should research the applicable country code for the destinations you will be traveling to, online, so you can understand which country code to use when referring to the instructions below. More information about country codes can be found at [howtocallabroad.com](https://www.howtocallabroad.com/) 

  </div>

<div class="collapsible">
  <h3> Required dialing patterns while traveling </h3>
</div>
<div class="content">

<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;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0pky{border-color:inherit;text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0pky">Location</th>
    <th class="tg-0pky">How to dial</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0pky">Calling a phone number within the visited country<br><br>Example: France to France<br><br>Note: These types of calls are included in the Easy Roam daily fee.</td>
    <td class="tg-0pky">Dial the Phone number<br><br>Example: 802701239<br><br>Calls within the same country do not require an exit code (+) or country code.</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a phone number in Canada while traveling<br><br>Example: France to Canada<br><br>Note: These types of calls are included in the Easy Roam daily fee.</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number.<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: + 39 06701239</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a phone number outside of the traveled country<br><br>Example: France to Italy<br><br>Note: These types of calls are not included in the Easy Roam daily fee and will be charged the roaming pay-per-use rate for the country you’re calling from.</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number.<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: + 39 06701239</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a Toll Free number outside of Canada<br><br>Example: US to US<br><br>Roaming pay-per-use rates apply if calling North American toll free numbers from outside North America</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: +1 8665582273</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling Special Numbers<br><br>Special numbers retain their dialing pattern<br><br>Note: Dialing 411 and 511 will be charged the roaming pay-per-use rate for the country you are calling from.</td>
    <td class="tg-0pky">Dial: 411, 511, *611, 911</td>
  </tr>
</tbody>
</table>

__Note:__ Some toll-free numbers may not work while traveling, especially if you are calling North American toll-free numbers from outside North America.
  </div>

<div class="collapsible">
  <h3> Send a text message while outside Canada </h3>
</div>
<div class="content">

<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;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0lax{text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0lax">Location</th>
    <th class="tg-0lax">Texting instructions</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">Within the country you’re visiting.<br><br>Example: Mexico to Mexico</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, enter the local destination number. The exit code (+) and country code are not necessary<br><br>3. Send the message</td>
  </tr>
  <tr>
    <td class="tg-0lax">From the country you’re visiting to Canada or the US</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, type +1 followed by the ten-digit phone number<br><br>3. Send the message<br><br> <br>Press and hold the “0” key to obtain the “+” sign</td>
  </tr>
  <tr>
    <td class="tg-0lax">From the country you’re visiting to another country (not Canada or the US)<br><br>Note: Messages to these mobile numbers are also included in the Easy Roam daily fee, just like the scenarios above.</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, type the + sign, followed by the country code, followed by the area code (if applicable), and then the local phone number<br><br>3. Send the message<br><br> <br>Press and hold the “0” key to obtain the “+” sign</td>
  </tr>
</tbody>
</table>

__Note:__ As iMessage uses data, it is not considered text messaging. Data usage with instant messaging like iMessage will use whatever data you’re using for travel:

- Easy Roam will deduct from your monthly rate plan data

- If you do not have Easy Roam, then roaming data pay-per-use rates will apply

Visit [koodo.com/easyroam](https://www.koodomobile.com/easyroam) to see the rates and options for your travel destination.
  </div>

<div class="collapsible">
  <h3> Access your voicemail while traveling </h3>
</div>
<div class="content">

__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">
  <h3> Call forwarding while traveling </h3>
</div>
<div class="content">

__Call forwarding services may not be available while traveling abroad__

Calls can only be forwarded to North American phone numbers, i.e. numbers with County Codes of +1. You cannot forward calls to international phone numbers, i.e. numbers with Country Codes other than +1.

For more information about call forwarding, view the support article: [Call forwarding](https://www.koodomobile.com/en/help/call-forwarding).
  </div>

<div class="collapsible">
  <h3> Contact Koodo while roaming </h3>
</div>
<div class="content">

<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;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0lax{text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0lax">Option</th>
    <th class="tg-0lax">Steps</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">Koodo Assist</td>
    <td class="tg-0lax">If you need further assistance to activate Easy Roam connect to a Koodo rep through Koodo Assist, and they'll be happy to help you.</td>
  </tr>
  <tr>
    <td class="tg-0lax">Koodo Community</td>
    <td class="tg-0lax">Ask your question here on the Koodo Community</td>
  </tr>
</tbody>
</table>

  </div>

<div class="collapsible">
  <h3> Emergency contacts while traveling </h3>
</div>
<div class="content">

If you require emergency assistance while traveling (for example, natural disaster, political unrest), the Government of Canada has provided the following contact information:

<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;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0lax{text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0lax">Option</th>
    <th class="tg-0lax">Steps</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">In Person</td>
    <td class="tg-0lax">Visit the nearest Embassy or Consulate in the visiting country<br><br> <br>Note: Only open during business hours</td>
  </tr>
  <tr>
    <td class="tg-0lax">By Phone &amp; Email</td>
    <td class="tg-0lax">Contact Emergency Watch and Response Center in Ottawa (24 hrs)<br><br>Email: sos@international.gc.ca<br><br>Phone: +1-613-996-8885<br><br> <br>Note: Collect calls accepted from anywhere in the world</td>
  </tr>
</tbody>
</table>

  </div>


Make a call or send a text when travelling

<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 trouble with the equipment for your Internet setup, don’t worry, we're here to help. To get started, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep. They'll work with you to troubleshoot the issue and, if needed, arrange for replacement equipment to be shipped. 

    If you're missing some equipment, don’t worry - our team is here to help. Please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to connect to a rep, and they'll be happy to get this sorted out.

5. __How can I contact Koodo?__

    Our team is always here to help you. For information on specific topics, check out our [help pages](https://www.koodomobile.com/en/help). 

    If the Help pages don't answer your question, you can also find account-specific information in Self Serve. If you still need help, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep.

<style>
  .warningBox { background: #fae6f4; border: 1px solid #da96c6; padding: 10px; border-radius: 5px; margin-bottom: 10px; }  
</style>

Shipping & Delivery

Koodo Internet: Shipping FAQs

If you can’t send or receive calls or text messages, check out our tips below for help.

There might be a quick fix if your phone has no service or isn’t able to send or receive calls and text messages. Try these troubleshooting tips:

- __Turn off airplane mode:__ Make sure airplane mode is turned off. This setting temporarily turns off your network service so you can’t send or receive calls or text messages. 
- Make sure you haven’t set your phone to __Do Not Disturb__. 
- __Remove your SIM card:__ This is an easy one. Make sure your phone is off before removing and reinserting its SIM card. 
- __Reset your network settings:__ Resetting your network settings clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. 
- __Restart your phone:__ Believe it or not, this simple step could do the trick!

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

If your issue is still unresolved after following these steps, you might need advanced [help from a rep](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). You can connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) or ask the [Koodo Community](https://community.koodomobile.com/).

<br><br>
__Related help pages:__

- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)
- [Compare our coverage](http://koodomobile.com/en/network)

Can't make calls or recieve texts? Click here to find out what to do if you're not getting any network service. 

Network coverage

I’m not getting any network service

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

<div class="t-heading">Need to change your phone number? Here's how.</div>

*Your voicemail may be reset. Before submitting these changes, make sure to retrieve your voicemail messages.

1. [Log in to your Self Serve account](https://koodomobile.com/my-account "Log in to your Self Serve account").
2. From the Self Serve drop-down menu, select __Mobile services__.
3. Under “Manage your phone number,” select __Manage__.
4. Select __Change my number.__
5. Choose the province and city for your new number.<br>
6. Choose a new area code and the first three digits from the drop-down list, and select __Next__.
7. Choose a new phone number.
8. If no phone numbers appear, select a new area code number and search.
9. Select __Next__.
10. Review your changes and select __Submit__.
11. You’re done! Your new phone number will be confirmed.

<div class="t-heading t-heading-2">Just so you know</div>

- You won’t be able to change your rate plan during the billing cycle that you make this change.
- You won't be able to make or receive calls for 15 minutes.<br><br>

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

__1. If I don’t like the phone number that I changed to, can I change it back to my original number?__ 

Yes, your original number is reserved for a short time to prevent it from being used right away.

To get it back, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll help you restore it.<br><br>

__2. Can I put a recording on my old number to announce my new phone number to incoming callers?__

No, this is currently not possible at Koodo.<br><br>

__3. Is there a fee for changing a phone number?__

Any fees are listed in our ‘[Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)’ chart.<br><br> 

__4. If I change my phone number, will people who dial my old number be redirected to the new number?__

No, we currently don’t have a feature that would redirect calls from your old number to your new number.<br><br>

__5. How can I find my phone number?__

If you forgot your phone number and need to locate it quickly, don’t worry. Your phone number is easy to find on your iPhone or Android device:

 __How to find your number on iPhone__

 1. Open the __Settings__ app
 2. Scroll down and tap __Phone__
 3. Your number will appear at the top, next to __My Number__

 __How to find your number on Android__

 1. Open the __Settings__ app
 2. Scroll down and tap __About Phone__ or __About Device__
 3. Look for __Phone Number__
  </div>

<br><br> __Related help pages:__
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)

<style>
  .t-heading {
    font-size: 1.125rem;
    font-weight: 600;
    margin: 1.5rem 0 1rem;
  }
  .t-heading-2 {
    font-size: 1rem;
</style>

Need some new digits? Learn everything you need to know about changing your phone number with Koodo. 

Changing your phone number

__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.<br><br>

### __2. I’m trying to log in to Self Serve and it says “We’ve found no match for the information you entered.”__
This usually means you're not registered yet. Please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll help you set up your Self Serve account.<br><br> 

### __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/my-account "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 need further assistance, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), and they'll be happy to help you.<br><br>

### __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.<br><br>

### __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?

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/my-account)  that’s perfect for you. You can also connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to go over available offers or to get answers to any other questions you might have.

If you've explored Self Serve and chatted with our digital rep through Koodo Assist 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. If you cancel your service before the last day of your billing cycle, credits that were applied in advance on your previous bill will be removed on your final bill. Applicable credits, discounts and promotional offers are applied only for full months of service. They do not apply to partial billing periods.

If you'd like more info about cancelling your Koodo services, please connect to a rep 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 connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they’ll be happy to help you with your preferred option.
  </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 it within 30 days of purchase. To get started, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll get you in touch with our Web Store team.

  </div>
 <br><br>

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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)

<style>
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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

If you bring a friend to Koodo, we’ll hook you both up with bill credits when they activate a phone plan with us. It’s a win-win!

Here’s how it works:

1. Log in at [koodo.com/refer](https://www.koodomobile.com/en/services/refer?srsltid=AfmBOoqPwzO_pcSajhyt0jybCuf8BlhMkkVKdPf7m0QkaCEsBmYpWb5A) using your Self Serve email and password so you can start sending referrals to friends and family
2. Once they receive your referral, they’ll need to redeem the offer by entering their name and email address into the referral system before they activate a phone service with Koodo.
3. Your referrals can then buy a phone or SIM card and activate with a Koodo phone plan.
4. After they’ve activated, your referrals will need to log back into the referral system and enter their new Koodo phone number.

After these steps have been completed, it’ll take 4-8 weeks for us to apply the bill credit to both of your accounts!

Find out more at [koodo.com/refer](https://www.koodomobile.com/en/services/refer?srsltid=AfmBOoqPwzO_pcSajhyt0jybCuf8BlhMkkVKdPf7m0QkaCEsBmYpWb5A). Make sure you check out the [legal stuff](https://referafriend.koodomobile.com/common/terms.pg "legal stuff") for our full terms and conditions.

To add an existing Koodo customer to your plan, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll be happy to help.

If you experience any difficulties with or have questions about referrals, please [contact us](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs).

Bring a friend to Koodo and we'll hook you both up with some credits! Find out more about Refer-a-Friend here!

Special offers

Offers and deals

Refer-a-Friend

In this article, we will give you some tips to use before you travel, and tricks related to usage and monitoring during your vacation to make sure you are always in control. 

<div class="collapsible">
  <h3> Ensure you’re covered with Easy Roam </h3>
</div>
<div class="content">

__Easy Roam__ covers more than 200 destinations worldwide. For one daily fee, Easy Roam gives you access to data and minutes from your monthly plan plus unlimited text, so you can stay connected whenever you travel.

__How to confirm you’re signed up for Easy Roam?__

To ensure you’re properly covered and able to connect to a network, while abroad, you’ll need to have the following add-ons added to each line you would like to roam with. 

- US Easy Roam

- Easy Roam INTL

- International Voice Roaming

- International Data Roaming

You could look up your add-ons by logging into [Self Serve](http://koo.do/2xrqm43) under the "Manage add-ons" section. 

If you don't have a Self Serve account, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep, who will be happy to help you set it up.

__Adding Easy Roam is easy!__

If you would like to add Easy Roam, simply text __ROAM__ to __7626__ and follow the steps to enable it. Texting to __7626__ is free in Canada and while roaming, and it won’t activate the Easy Roam daily fee. It may take up to 30 seconds to receive a response from __7626__.

__Tip:__ Each phone number on your account needs to add Easy Roam individually

Visit [koodo.com/easyroam](https://www.koodomobile.com/en/easyroam) for more information about Easy Roam, including the destinations that are covered and key details about how Easy Roam works.

Visit our [Easy Roam FAQ page](https://www.koodomobile.com/en/help/easy-roam) for additional help.

  </div>

<div class="collapsible">
  <h3> Turn data roaming on to use data and picture/video messaging outside of Canada </h3>
</div>
<div class="content">

Data roaming is typically switched OFF by default in your mobile device’s settings. This setting must be switched on to use data with apps, including instant messaging (e.g. iMessage for iPhone and WhatsApp), browse the web and send or receive picture/video messages. To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices:__

1. Select __Settings__

2. Select __Cellular__

3. Select __Cellular Data Options__

4. Toggle __Data Roaming ON__. It will appear green when data roaming is enabled <br><br>

__Android devices:__

1. Select __Settings__

2. Select __Network and Internet__

3. Select __Mobile Network__

4. Toggle ON __Roaming - Connect to data services when roaming__

__Hint:__ Reverse the steps to toggle data roaming OFF

  </div>

<div class="collapsible">
  <h3> Monitor your data usage and add a data top-up if you run out </h3>
</div>
<div class="content">

Self Serve is the best way to monitor your monthly data usage. View your current usage in Self Serve. 

__Data usage notifications:__

You’ll continue to receive the same data usage notifications you’re used to getting at home while traveling with Easy Roam. This includes the amount of your monthly data used and if you’ve incurred any additional data charges from exceeding the data in your monthly plan. You’ll even be given the option to add a data top up when you reach your limit.

__Hint:__ To receive or turn off alerts about your data usage, just check or uncheck the box in your [Data Settings](http://koo.do/2rTznSo).

  </div>

<div class="collapsible">
  <h3> Receive notifications when arriving at your destination </h3>
</div>
<div class="content">

Welcome notifications sent to the device(s) that are roaming

When you arrive in another country, you will receive a welcome message. This message will confirm one of the following depending on how your mobile device is setup:

- If you have Easy Roam (as long as your destination is included in Easy Roam)

- If you’re not covered and will be subject to pay-per-use rates.

This message is sent as a text message to the user of the device that is roaming in another country. __You will not be charged for receiving this message, and it will not activate the Easy Roam daily fee.__

__Hint:__ To ensure the account owner is aware of any potential roaming charges when any device on the account is roaming in another country, the welcome message will also be sent by email we have on file.

  </div>

<div class="collapsible">
  <h3> Know when roaming charges start to apply </h3>
</div>
<div class="content">

If you leave Canada while data and data roaming is switched on in your mobile device’s settings, then roaming charges will most likely apply. This is because most devices regularly consume data through apps that run in the background and features used by apps, like location services. You have the option to switch __data__ and __data roaming__ off in your mobile device’s settings before traveling if you prefer to avoid roaming charges. If you’re just looking to make calls and send texts, this is a great way to avoid unexpected data charges.

To learn more about managing your device’s data roaming settings, see the section above about turning on data roaming.

If Easy Roam is enabled on your mobile device:

- The daily fee will automatically activate if you use data, send a text, make or receive a call in the US or one of the 200+ International destinations that are covered.

- Once activated, you get access to your monthly rate plan until 11:59 pm in the time-zone you are traveling on the day you first use data, send a text and make or receive a call.

- If you don’t want to use Easy Roam the next day, then you must turn __data__ and __data roaming__ off in your mobile device’s settings before 11:59 pm in the time-zone you are traveling.. This will ensure you won’t be accidentally charged for another day. Since incoming texts won’t activate Easy Roam, just refrain from making or answering calls and sending texts to avoid activating Easy Roam again.

For more information about how you will be charged while traveling, visit the support article: [Understanding how you will be charged for roaming](https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling).

  </div>

<div class="collapsible">
  <h3> Confirm the mobile network coverage for your destination </h3>
</div>
<div class="content">

To confirm the mobile network coverage for your destination, our friends over at TELUS have made a very helpful interactive map:  [Mobile network coverage map for international traveling.](https://www.telus.com/support/article/international-coverage-map-service)

  </div>

<div class="collapsible">
  <h3> If you’re having difficulty with your service while traveling </h3>
</div>
<div class="content">

If you’re having trouble sending or receiving text messages/calls or getting your device to work while travelling, see the troubleshooting tips in the support article: [Troubleshoot mobile device issues while traveling](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling).<br><br>

__Learn how to make calls and send texts while traveling__

To get help on how to make calls or send texts while traveling in the US or abroad, view the support article: [Make a call or send a text when traveling](https://www.koodomobile.com/en/help/make-a-call-or-send-a-text-when-traveling) <br><br>

__An important tip about iMessage and instant messaging apps:__

iMessage on iPhone (e.g. when you receive blue messages from other iPhone users) and other instant messaging apps (e.g. WhatsApp) use data, and not text messages. If you continue to use iMessage or instant messaging without enough data in your monthly rate plan for Easy Roam then additional data charges will apply.<br><br>

__Getting around with GPS__

Although GPS itself doesn’t require data to locate you (blue dot), loading the map with all the street names, directions, and businesses does. To get around in a country you’re traveling in without triggering Easy Roam, make sure to download the map of the area you’re visiting offline.

__To download offline maps:__

1. Open the Google Maps app Maps.

2. At the bottom, tap Settings Settings and then Offline maps.

3. Tap Select your own map Select your own map.

4. Move the map to cover the area you'd like to download.

5. Tap Download Download

View the support article [Google Maps when offline](https://support.google.com/maps/answer/9770624) to learn more.

  </div>

<div class="collapsible">
  <h3> What to expect when you return home </h3>
</div>
<div class="content">

Once you return to Canada, you will receive a welcome back SMS notification to confirm you are no longer roaming. At this time you may be wondering how much you’ve spent on roaming and what exactly will show up on your bill. At this time it is not possible to confirm your final roaming charges until you receive this summary in your applicable monthly bill. If your trip spanned more than one bill cycle, then the applicable roaming charges will appear on all bills covering the period when you were traveling and using your device.

For more information on what to expect on your bill, visit the support article: [Understanding roaming charges on your bill](https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling).

If you were traveling with Easy Roam, you don't need to remove it from your account. You will only be charged when you use your device while roaming, so you can keep it on your account for your next trip.

If you’re ever using your device in Canada while close to the US border, you can get tips on how to avoid accidental roaming charges by viewing the support article: [Understanding how you will be charged for roaming](https://community.koodomobile.com/plans-services-232910/understanding-how-you-will-be-charged-while-traveling-7811296?postid=19915982#post19915982).

  </div>

<div class="collapsible">
  <h3> Traveling to a destination not covered by Easy Roam </h3>
</div>
<div class="content">

If Easy Roam does not cover the destination you are traveling to, then you will be billed at our pay-per-use rates.

__Note:__ Without Easy Roam, pay-per-use charges can add up quickly. You should turn data and data roaming OFF in your device settings to avoid surprise charges.

You can confirm the applicable pay-per-use rates by searching your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/payperuse) and referring to the information near the bottom of the page.

  </div>

<div class="collapsible">
  <h3> Using Airplane/Flight Mode </h3>
</div>
<div class="content">

__How it works__

Airplane Mode or Flight Mode is a setting that temporarily suspends cellular signals and Wi-Fi, which might interfere with various sensors and equipment on board commercial aircrafts. 

Since cellular signals are suspended, Airplane Mode is the best option to use if you don’t want to incur roaming charges while in a foreign destination. 

When you’re using Airplane Mode, WiFi and/or Bluetooth can be enabled. If either feature is enabled, __it will remain on the next time Airplane Mode is used.__<br><br>

__Features that are supported while on Airplane Mode__

All device features that don’t require cellular signals or Wi-Fi are supported while on Airplane Mode. These include, but are not limited to access to your: 

- Calendar
- Photos
- Camera 
- Previously-downloaded emails, books/music, etc. 

Commonly-used features which are __not supported__ while on Airplane Mode include, but are not limited:

- Making/answering phone calls or sending text messages
- Utilizing data-based applications (i.e. Web Browsing, Koodo Self Serve, FaceTime, etc.)

If Wi-Fi is enabled while using Airplane Mode, it’s still possible to use data-based applications through your Wi-Fi connection.

If you’re using dual-SIMs and activate Airplane Mode, this will suspend cellular signals for __all SIM cards__ activated on your device.<br><br>

## How to enable Airplane Mode on iOS

__iPhones and iPads__

1. Navigate to __Settings__

2. Toggle __Airplane Mode__ to __on__. An airplane icon appears in the status bar at the top of the screen.

__Note:__ Airplane Mode can also be enabled through Control Center. Steps to access the Control Center vary per device model. For specific instructions for your device, see [device emulators](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)

If you want to have internet access while on Airplane Mode, navigate to __Settings__ again and toggle Wi-Fi to __on__, or enable Wi-Fi through the Control Center. 

When you’re finished using Airplane Mode, simply Navigate to __Settings__ again and Toggle Airplane Mode to __off__.<br><br> 

__Apple Watch__

1. Touch and hold the bottom of the watch screen. Swipe up to open the __Control Center__.

2. Tap the airplane icon. Icon will be orange when enabled.

When you’re finished using Airplane Mode, open the Control Center again and tap the airplane icon. Icon will be grey when Airplane Mode is __off__.<br><br>

__Mirror iPhone setting__

An Apple Watch can also be set to mirror the Airplane Mode setting of the iPhone it’s paired to. This allows users to enable Airplane Mode on an iPhone and an Apple Watch together at once.

1. On the iPhone, open the __Apple Watch__ application

2. Tap on __My Watch__

3. Select __General, Airplane Mode__

4. Toggle Mirror iPhone to __on__<br><br>

## How to enable Airplane Mode on Android phones and tablets

__Note:__ Settings might appear differently based on the Android version. For specific instructions for your device , see [device emulators](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)<br><br>

__Settings Menu__

1. Navigate to __Settings__

2. Tap on __Network & Internet or Connections__

3. Toggle __Airplane Mode__ to __on__. Some devices will show a check mark instead of a toggle.

Airplane icon is visible on the status bar at the top of the screen once the feature is activated.

When you’re finished using Airplane Mode, simply navigate to __Settings__ again and toggle __Airplane Mode__ to __off__. <br><br>

__Quick Settings Menu__

Airplane mode can also be enabled through the Quick Settings menu.

1. Swipe down from the top of the mobile screen. Icon tray with various settings are displayed.

2. Tap the airplane icon to toggle Airplane Mode __on__. 

Airplane icon will show at top of screen when feature is activated

If you want to have internet access while on Airplane Mode, navigate to __Settings__ again and toggle __Wi-Fi__ to __on__, or enable Wi-Fi through the Quick Settings menu. 

When you’re finished using airplane mode, simply navigate to the __Quick Settings__ menu again and toggle __Airplane Mode__ to __off__. 

  </div>

Setup and tips for travelling with your mobile device

Ready to kick off your Koodo Prepaid SIM trial? We've got you covered with some easy steps to get you started.

## What do I need to do to start my trial? 

1. Insert the Koodo Prepaid SIM into your phone once you’ve landed in Canada. Your exclusive rate plan will be activated as soon as your phone connects to the Koodo network. 

When you dial __* 611__, use your Account PIN XXX to review account details, register for Automatic Top Ups, and more. You can also connect to a Koodo rep through Koodo Assist and they'll help you if needed.

2.  The next day, you’ll receive your phone number by text message. 

3. To change the preferred language (default English) on your account, please connect to a rep  through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and they'll update it for you.

4. Before your 30-day trial ends, keep the happiness rolling with exclusive deals and your choice of prepaid and postpaid plans.

## Want to change your Koodo Prepaid trial phone number? 

Once you’ve activated your SIM card, follow these steps: 

1. Register for your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. For more information, check out the “[Koodo Prepaid Self Serve](https://www.koodomobile.com/en/help/koodo-prepaid-self-serve-faqs)” Help page.

2. Under __Profile__ select __Change Phone Number__.

3. Select your local calling area in Canada, then select a phone number and submit.

4. You’re done!

## How do I continue my service after my trial ends?

You have two choices: 

1. You can continue with the __Koodo Prepaid__ service by topping up your account. 

2. Switch to a __Koodo Postpaid (monthly)__ service. Click [here](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service) for more information.

__Heads up!__ We have a newcomer-friendly credit policy. A credit check is required for all new Postpaid activations. For more details about credit check requirements, click [here](https://www.koodomobile.com/en/help/credit-check-requirements).<br><br>

### Continue with Koodo Prepaid service

We love having you at Koodo!

To keep the happiness rolling, you can top up your account by registering for a  [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. If you don’t have an account, it takes only a few minutes to register. All you need is:

- Your Koodo Prepaid phone number

- Your unique 6-digit code sent by SMS

- Your email address and created password

During the registration process, an SMS with a 6-digit code will be sent to your Koodo phone for validation. Enter this code to continue with the registration process.

Start your [Registration for Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) now.<br><br>

## Once you have a Self Serve account, you can choose from three top-up options:

__1. Credit or Debit card:__ You can easily pay your bill by registering a credit or Visa Debit card on your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account. While you’re at it, you can also register for automatic 30-day top-ups.

You can also pay with your credit or Visa Debit card over the phone using Interactive Voice Response (IVR). Dial * 611 and follow the instructions when prompted.

__Note:__ Only a credit or Visa Debit or MasterCard Debit card with a Canadian/U.S. address can be registered to your account. International credit/Visa Debit or MasterCard Debit cards are not accepted.<br><br>

__2. Top-Up Voucher:__ Koodo Prepaid top-up vouchers are available in [stores across Canada](https://www.koodomobile.com/prepaid-vouchers).

__To redeem your top-up voucher:__ Visit [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/), go to __Payments__, then select __Add funds with Top-up voucher__, and input your 12-digit code.<br><br>

__3. Instant Top-Up:__ Tell the cashier how much you want to top-up ($10 - $100) and your phone number to have it instantly added to your account. Available at [select locations across Canada](https://www.koodomobile.com/prepaid-vouchers).

__Note:__ In order to continue the service after your 30-day trial, your account needs to have enough money to pay for the next 30 days of service (enough to cover your plan). 

Learn more about topping up your prepaid account [here](https://www.koodomobile.com/en/help/topping-your-prepaid-account?search_api_views_article_search_fulltext=how%20to%20top%20up%20your).

<br><br>__Need more help?__ Chat with our [Koodo Prepaid Assistant](https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html).

Koodo Prepaid Mobile Trials

## How to top up or make a payment to your account 

You can top up your account by logging in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account or dialling * 611 from your Koodo Prepaid phone. Choose from three top-up options:

__1. Credit or Debit card:__ You can easily pay your bill by registering a credit or Visa Debit card on your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account. While you’re at it, you can also register for Automatic 30-day top-ups so you never have to worry about missing a payment again! Plus, when you register for Automatic Top-ups you will receive bonus data on your account! 

You can also pay with your credit or Visa Debit card over the phone using Interactive Voice Response (IVR). Dial __* 611__ and follow the instructions when prompted.

__Note:__ Only credit, Visa Debit or MasterCard Debit card with a Canadian address can be registered to make a payment. International credit, Visa Debit or MasterCard Debit cards are not accepted.<br><br>

__2. Top-up voucher:__ Koodo Prepaid top-up vouchers are available in [stores across Canada](https://www.koodomobile.com/prepaid-vouchers "stores across Canada"). 

__To redeem your top-up voucher:__ Log in to [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/), go to __Payments__, then select __Add funds with Top-up voucher__, and input your 12-digit code.<br><br>

__3. Instant top-up:__ Tell the cashier how much you want to top-up ($10 - $100) and your phone number to have it instantly added to your account. Available at [select locations across Canada](https://www.koodomobile.com/prepaid-vouchers "select locations across Canada"). <br><br>

## Why top up your account?
Keep your account topped up to make sure your plan is renewed and you have uninterrupted service. 

If you don't top up your account, it'll be suspended. This means you'll lose access to service, add-ons, and promos on your account at time of suspend entrance. After 90 days in suspension, your account will be deactivated and you’ll lose your number.

Remember, you can always check the amount of service credits on your account at anytime by logging into [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve").<br><br>

## Automatic 30-day top-ups
With Automatic Top-ups, we’ll renew your account every month by charging you the plan amount. Set up automatic 30-day top-ups when you activate your Koodo Prepaid service, or by logging into [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). Plus, when you register for Automatic Top-ups you will get a free data bonus added to your account!

- Any credits you have on your account will be adjusted before your credit or Visa Debit or MasterCard Debit card gets billed.

- If you decide to change your plan, we’ll automatically adjust the top-up amount that’s needed. Learn more [here](https://www.koodomobile.com/en/help/prepaid-base-plans).<br><br>

## Account deactivation
If you don't make a payment or top up for 90 days, your account will be deactivated and you’ll lose your phone number and any funds remaining on your account balance, including your add-ons.<br><br>

## Just so you know
As of January 9, 2020, the 10% monthly automatic top-up bonus credit will no longer be offered to new customers signing up for auto top-ups. If you're currently registered to get the bonus credit, don't worry - it will stay on your account. If you turn off automatic top-ups and decide to turn it back on again, the bonus credit will no longer work.<br><br>

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

__1. Do top-ups expire?__

Koodo Prepaid top-ups don’t expire while your account is active or suspended. If your account is inactive for 90 days, your account will be deactivated and you’ll lose any remaining balance.<br><br>

__2. I recently topped up my account through a debit/credit card but my payment wasn’t processed. What should I do?__

If your payment was recently declined, there might be an issue with your bank account or payment card, like:

- Your credit or debit card is expired

- Payment information was incorrect (ensure all credentials, including postal code, were properly entered)

- The payment was made to an invalid or incorrect Koodo account number

- Your bank or credit card issuer identified fraudulent activity

- You reached the limit on your bank account or payment card

- The payment was made to a closed bank account

To resolve issues related to your bank or debit/credit card, please update your payment information either online or by calling your financial institution.<br><br> 

__3. Why isn't my payment method updating in Self Serve?__

It could take up to 24 hours for the system to update your payment method. 

If you're trying to update your payment method by entering the same card with only the expiry date changed, you might get an error because the system still recognizes the old card details. In these cases, you can: 

- try using a new card 

- or wait until the current card's expiry date has passed

If you're still unable to update your payment method, you can use a Top-up Voucher or Instant Top-Up as alternative payment options (see the __"How to top up or make a payment to your account"__ section above). If you need more help, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<br><br>

__4. Why is my payment higher than usual this month?__

There are no pay-per-use charges on Koodo Prepaid. If you think you’ve been overcharged, it might be because you bought additional Prepaid Add-ons. For more information, check out [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/).<br><br>

__5. Can I top-up someone else's mobile phone with a gift top-up?__

Yes, you can always buy someone else a voucher! That’s the only way to top up someone else's account, unless you have access to their [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account.

  </div>


Koodo prepaid customer? Find out what you need to know about topping up your account here. 

Topping up your prepaid account

<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.
- We can't change your activation date to an earlier time, because that's up to our partners, but if you want to postpone it, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout). <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](https://www.koodomobile.com/en/help?autobots=rollout) and connect to rep for help with this. <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 connect to a rep through Koodo Assist for help with this.
<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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Ordering and activating Koodo Internet 

Port Protection, or Transfer Block, is a feature that helps prevent your number and account from being transferred or “ported out” accidentally or by an unauthorized user to another carrier.

Port Fraud Protection is available in only the following scenarios:

- You’ve proactively asked for port protection
- You’re a victim of an unauthorized fraudulent port
- You’re a victim of an external breach and/or have had your identity stolen

If you’re an account holder, only you can request blocks for multiple lines on your account. If you’re a subscriber who can verify the account, you can request a block for your own line.

### Just so you know

- Port Fraud Protection is a free service.
- Port Fraud Protection is added to your account within 24-72 hours.
- When Port Fraud Protection is added, you’ll receive a confirmation SMS.
- If you're looking to port to TELUS, you’ll need to contact us to remove the block. Otherwise, you don't need to call us for any transfers. 

__Note:__ Port Protection is available only for Koodo Postpaid customers.

### Activating Port Protection

Port Protection can only be added by a rep after they've authenticated you as the account owner or authorized subscriber. To get started, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type __"port protection."__

<br>
<br>

* For more info about identity theft and fraud, click [here](https://www.telus.com/en/nl/support/article/identity-theft-fraud). 
* If you believe you’re a victim of fraud, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) right away, and they'll help you out.


Calling features

Port Fraud Protection

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. Please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__. Our digital rep will guide you through troubleshooting and connect you to a live rep if more support is needed.
  </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, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ to connect to a rep, and they'll help you complete the transfer. <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.<br><br>

__2. Resolve any outstanding issues:__ 

- __For Koodo Prepaid:__ Ensure your current account is active and that the amount you’ve topped up is enough to cover the base plan associated with your account. 

- __For Koodo Postpaid:__ If your current account has unpaid bills or contractual obligations, make sure to address them before trying to port in again.<br><br>

__3. Retry the porting request:__ Once you’ve resolved any issues and confirmed the accuracy of your information, you can initiate the porting request again. 

If you still experience issues during the transfer process, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__. Our digital rep will walk you through troubleshooting and connect you to a rep if you need more support. You can also visit [a Koodo store near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_NotificationBAN_PrepaidSIM) for in-person help.
  </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 landline to a cell phone?__ 

Yes, it is possible, and we'll be glad to help you with it. To get started, please connect to a rep through [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 connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) in order to complete the number transfer. Simply type __#PortHelp__ when prompted.

If you have a Koodo wireless home service, you can transfer it to a Koodo mobile line. To get started, please connect to a rep through Koodo Assist.<br><br>

__7. When I move to a different province, can I keep my Koodo account and phone number?__

Yes, you can keep your account and phone number when moving to another province. Please keep in mind that you won’t have a local number anymore.<br><br>

__8. Can I transfer my TELUS Prepaid or Koodo Prepaid number to Koodo Postpaid if my account is inactive or in suspend?__

If you're a Koodo Prepaid customer and your account is in suspend, you can move your number to Koodo Postpaid without topping up. TELUS Prepaid customers will have to top up and ensure their accounts are active.<br><br>

__9. Why didn’t my port request go through?__

Possible reasons for porting issues: 

- You didn’t respond to port confirmation SMS within 25 minutes

- The information you provided was incorrect (e.g. the account number or IMEI). 

Please double-check that your information is correct with your current provider. If you need help, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ to connect to a rep.<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

New to Koodo? 

Wi-Fi calling lets you call and message (text and MMS) over Wi-Fi when you have little or no network coverage. You can use it to call and message just like you do on the regular network. It’ll work even if the person you’re calling or texting isn’t using Wi-Fi Calling.

[Learn more about Wi-Fi Calling.](https:////assets.ctfassets.net/8cecwr1x4jkf/5bdGZhPbDa3SIqmhOpqABK/e0e1897acd95e2cf19faaaa2d547e45d/WiFi_Calling_terms_and_conditions_.pdf)<br><br>

## Call and text messages over Wi-Fi

When Wi-Fi Calling is turned on, your phone will automatically use an available Wi-Fi network, if it determines that you have low or no cellular coverage.

If you’re making a call in an area with VoLTE cellular coverage and then move out of the coverage area, your phone will automatically switch to Wi-Fi Calling without interrupting the call (this also works when moving from Wi-Fi to VoLTE). If you’re using Wi-Fi calling and you move away from Wi-Fi and into a non VoLTE coverage area, then your call will drop.

## Wi-Fi Calling locations

Wi-Fi Calling is only available in Canada. When you’re outside Canada, your phone will not allow Wi-Fi calling or messaging. This feature is available across Canada.

## Wi-Fi Calling requirements

In order to enable and use Wi-Fi calling, you’re going to need:

  - A Koodo Postpaid monthly plan (sorry, Wi-Fi Calling isn’t available on Prepaid plans)
  - An LTE SIM
  - An active Koodo Self Serve account
  - A Wi-Fi connection that allows Voice over IP calling (VoIP). 

__Note:__ A minimum speed of 1 Mbps is recommended. Slow speeds will affect the quality of the call.

## Wi-Fi Calling for Android   

__Software requirements:__
- Running the latest software update available over the air

__Turning on Wi-Fi Calling for Android__

(Steps may differ between manufacturers)
1.	Open __Call Settings__
2.	Turn on __Wi-Fi Calling__
3.	Enter your phone number. You’ll get a verification code. Enter the code to continue.
4.	You’ll need to read and accept the __Wi-Fi Calling Terms and Conditions__
5.	Enter your __Emergency 911 Address__

__How to tell if you’re using Wi-Fi calling on Android__

Once you see the Wi-Fi calling icon on the status bar of your phone, you can make a Wi-Fi call. Wi-Fi Calling conveniently calls those on your contact list the same way as you'd make calls on cellular. Your phone will only access Wi-Fi calling when you are in a low signal area.

![Wi-Fi calling icon shown in top-left corner of Android phone status bar](//images.ctfassets.net/8cecwr1x4jkf/4Fl2UeIKRvzl626cYpdsLA/3a195fc903adae8e28cc4e44e84ebfeb/WiFi_Calling1.png)

## Wi-Fi Calling for iPhone

Phone requirements:
- iPhone 6 or newer

Software requirements:
- iOS 11.3 or newer (remember to update your carrier settings when prompted to do so)

__Turning on Wi-Fi Calling for iPhone__

__Step 1:__ Enable VoLTE

1. Open __Settings__
2. Select __Cellular__
3. Select __Cellular Data Option__
4. Select __Voice & Data__
5. Enable VoLTE

__Step 2:__ Enable Wi-Fi Calling

1. Open __Settings__
2. Select __Phone__
3. Select Wi-Fi Calling and turn on __Wi-Fi Calling__
4. You will need to read and accept the Wi-Fi Calling Terms and Conditions
5. Enter your Emergency 911 Address

__How to tell if you are using Wi-Fi calling on iPhone__

Once you see the word Wi-Fi beside the Koodo network name on the status bar of your phone, you can make a Wi-Fi call. Wi-Fi Calling conveniently calls those on your contact list the same way as you'd make calls on cellular. Your phone will only access Wi-Fi calling when you are in a low signal area.

![iPhone status bar shows Wi-Fi calling is activated](//images.ctfassets.net/8cecwr1x4jkf/2WExYrwF3PqI4VAp1ndNcV/3e76f6a9bebe10bebbab919506a3fa55/WiFi_Calling2.png)

## Wi-Fi Calling Billing Details

Wi-Fi calling doesn’t cost extra. Wi-Fi calls and messages are treated the same as cellular calls or messages. Also, there is no charge to use Wi-Fi Calling for a Canadian long distance call.

Here are some details of how Wi-Fi Calling is billed:

- __Local calls:__ these calls will be deducted from your monthly voice allowance and any overage will be rated according to your plan
- __Canada calls (domestic long distance):__ you will not be charged long distance
- __USA or international long distance calls:__ customer will be billed at their plan’s standard international long distance rate

__Note:__ Wi-Fi calling will not use up data from your Koodo wireless plan. However, it does use data from the Wi-Fi Internet access point.

## 9-1-1 over Wi-Fi

For the most reliable 9-1-1 experience, we strongly recommend you place 9-1-1 calls using the mobile network or a landline if available.

__Important:__ If you must call 9-1-1 over Wi-Fi, your call will be answered by a specialized operator who will ask you to confirm your location and route your call to the correct regional Public Safety Answering Point (PSAP). Remember, in the event that you are unable to speak with the operator, the address you entered in your phone __Wi-Fi Calling settings__ menu will be shared with the operator. Unfortunately, it isn’t possible to determine your phone location when making a 9-1-1 call over Wi-Fi.

Be sure to keep your Emergency 9-1-1 address up-to-date (from your phone Wi-Fi Calling settings menu) to ensure emergency services have accurate information to locate you in case of an emergency.

__Note:__ Text 9-1-1 (T911) is not supported over Wi-Fi at this time.

<br><br> Having trouble with Wi-Fi calling? Please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), and they'll help you fix it.<br><br>

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

1 - __The instructions and options don't seem to apply to my phone.__

WiFi calling can only be enabled for VoLTE subscribers. If you’re a Prepaid subscriber, the option to enable WiFi calling will not be presented or supported.

2 - __Why can't Prepaid customers get WiFi calling?__

We're in the process of enabling VoLTE for Prepaid customers. WiFi calling can only be enabled after a customer is provisioned with VoLTE.

3 - __How can I activate WiFi calls when I’m already in an area without cellular networks?__

Please activate WiFi calling when you’re under cellular coverage. WiFi calling will automatically be triggered when you’re out of cellular coverage.

  </div>

Wi-Fi calling lets you call and message over Wi-Fi when you have little or no network coverage. Learn about Wi-Fi calling with Koodo here. 

Wi-Fi calling

If you're wondering where to find a copy of your CSA (Customer Service Agreement), we've got you covered! 

Follow these simple steps to locate and access your CSA, so you can have all the information you need at your fingertips:

1) Look for your __order confirmation email__ (it's the email we sent you right after you finished ordering the service). The CSA should be linked in the body of the email.

2) If you can’t find your original order confirmation email, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to connect to a rep, and they'll be happy to help you with this.

3) Let the rep know you need a new copy of your CSA.

4) The rep will send you another copy of the order confirmation email. You’ll find the CSA linked in the body of the email (near the bottom half).

Where can I find a copy of my CSA?

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

## What to expect on your next bill:

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

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

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

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

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

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

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

__Example 1:__

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

__Example 2:__

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

__Example 3:__

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

__Good to know__

- __Your first bill after requesting a cancellation might not be your last:__ If you’ve recently used your phone outside of Canada, roaming charges may not immediately show up on your bill. You may receive an additional bill if this happens. If you have any ongoing services or subscriptions that are being charged on a recurring basis, this could also be the reason for continued billing. 

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

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

- __Credit adjustments 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. Applicable credits, discounts and promotional offers are applied only for full months of service. They do not apply to partial billing periods. For example, if you cancel your service before the last day of your billing cycle, credits that were applied in advance on your previous bill will be removed on your final bill.

- __Changed your mind about cancelling?__ We're so glad! Please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and connect to a rep to keep your service active.

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

Your Koodo bill after you cancel

Learn more about your voicemail services with Koodo here!

Voicemail

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, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), and we'll be happy to help you register 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)

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

In this article you will learn about roaming charges, how to avoid unexpected roaming charges while traveling or near the US border, and information for traveling across Canada.

<div class="collapsible">
  <h3> How to avoid roaming charges while traveling or when close to the US border </h3>
</div>
<div class="content">

__Traveling to the US and internationally__

When you arrive at your destination you will receive a welcome notification explaining the applicable roaming rates if you choose to use your device. This does not mean you are actually being charged for roaming.

If you’re looking to avoid roaming charges altogether, simply __turn data and data roaming OFF__ in your mobile device’s settings and refrain from making calls, answering calls and sending any outgoing texts. Receiving incoming texts will never result in any roaming charges, as long as data and __data roaming is turned OFF__ to avoid using mobile data for any pictures or videos that they may contain.

__Note:__ Other ways to avoid roaming charges include: Putting your phone in airplane mode, Removing the SIM Card or Removing the free international roaming add-ons.

For more information on how to turn data and data roaming on and off in your mobile device’s settings, visit our [support article](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device).<br><br>

__Avoiding roaming charges when close to the US border__

Sometimes if you’re close enough to the US border and the signal from neighbouring US networks is stronger than the Koodo network, your device could automatically connect to a US network as if you are roaming. If this happens, any usage may accidentally be billed as roaming. In addition, you will likely receive a Welcome SMS notification that makes it seem like you are in the US.

__Note:__ Receiving this SMS doesn’t automatically mean you are going to get charged for roaming. We recommend waiting to see if any charges appear on your invoice before reaching out.<br><br>

Here are some tips to avoid accidental roaming charges when close to the US border:

__1. Turn data roaming off in your mobile device’s settings__

Having data roaming off in your mobile device’s settings when close to the US border will help avoid accidental data roaming charges. For instructions on how to manage data roaming in your device’s settings, visit our [support article](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device).

__2. Manually select Koodo as your mobile network operator__

Your device is set to automatically connect to the  Koodo/TELUS network while in Canada. However, to ensure seamless service if you travel to the US this setting will also pick up the applicable US network whenever it's stronger. So if you are constantly connecting to a US network while still in Canada, you can manually select the  Koodo/TELUS network in your device’s mobile network settings to help avoid this.

__Note:__ If you opt for a manual selection of the  Koodo/TELUS network, remember that you will need to switch back to the automatic network selection setting if you ever decide to roam in the US or internationally to ensure your service will work.

Find out how to [manually select your network operator](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling).

  </div>

<div class="collapsible">
  <h3> Using mobile data and Wi-Fi </h3>
</div>
<div class="content">

## Using mobile data (data roaming turned ON)

Depending on if you’re using [Easy Roam](https://www.koodomobile.com/en/services/easyroam) or pay-per-use roaming, the use of mobile data through our roaming partner’s network will be charged as follows:

__If you have Easy Roam:__

- Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling

- Data will be used from your monthly plan

__If you are using pay-per-use roaming:__

- Roaming data will be used and the standard roaming data pay-per-use rate will apply.

__Tip:__ While traveling, you can only use data if data roaming is turned on in your device’s settings. For more information, see the above section in this article about __Avoiding roaming charges.__<br><br>

## Using Wi-Fi while data and data roaming is turned OFF

__If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply<br><br>

__If you  are using pay-per-use roaming:__

- No charges apply

__Important:__ If you’re using Wi-Fi while roaming and both data and data roaming are turned ON in your mobile device’s settings, then roaming data charges may apply if the Wi-Fi signal weakens or disconnects. The charges will depend on if you have Easy Roam or pay-per-use, just like when you’re using mobile data through our roaming partner’s network.

Search your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse) to confirm the standard roaming pay-per-use rates.
  </div>

<div class="collapsible">
  <h3> Text and instant messaging </h3>
</div>
<div class="content">

Depending on if you’re using Easy Roam or pay-per-use roaming,  this is how the use of text and instant messaging through our roaming partner’s network will be charged.<br><br>

## Receive incoming texts from any number (no pictures or videos)

__If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply<br><br>

__If you are using pay-per-use roaming:__

- No charges apply<br><br>

## Send outgoing texts to any mobile phone number in the world (no pictures or videos)

__If you have Easy Roam:__

- Easy Roam daily fee will activate and will be effective until 11:59 in the time zone you are traveling.

- Outgoing texts will be used from your monthly plan<br><br>

__If you are using pay-per-use roaming:__

- The standard roaming [pay-per-use rate](https://www.koodomobile.com/en/payperuse) for your specific location will apply<br><br>

## Send or receive texts containing pictures or videos

__If you have Easy Roam:__

- Easy Roam fee will activate and will be effective until 11:59 in the time zone you are traveling.

- Data will be used from your monthly plan

- If outgoing, a text will be used from your monthly rate plan

__If you are using pay-per-use roaming:__

- If outgoing, the standard roaming pay-per-use rate will apply for every 160 characters

- Roaming data will be used and the standard roaming data pay-per-use rate will apply<br><br>

## Using instant messaging, like iMessage for iPhone and WhatsApp

This information applies for use of instant messaging over our roaming partner’s mobile network, and not Wi-Fi:<br><br>

__If you have Easy Roam:__

- Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling.

- Data will be used from your monthly plan<br><br>

__If you are using pay-per-use roaming:__

- Roaming data will be used and the standard roaming data pay-per-use rate will apply<br><br>

__Tip:__ Picture/video messages and instant messaging apps require a data connection to work. They will not work if data and data roaming is turned off and you’re not connected to Wi-Fi. You can still use instant message apps on Wi-Fi to avoid any roaming charges. If you’re using Wi-Fi, just ensure __data and data roaming is turned OFF__ in your mobile device’s settings to avoid accidental data charges.

Premium and subscription SMS numbers are always excluded and will be billed at the standard roaming pay-per-use rate for every 160 characters.

Search your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/payperuse) to confirm the standard roaming pay-per-use rates.<br><br>

## When using iMessage over a Wi-Fi connection

iMessage for iPhones will attempt to send messages to other iPhone users using a data connection. However, if the data connection for your device or the recipient is too weak to send/receive the message over data, then the message will be sent as a normal text message by default. If this happens you will be subject to the applicable roaming charges for sending an outgoing text, depending if you have Easy Roam or are using pay-per-use rates.

To avoid accidentally sending text messages to other iPhone users when using iMessage, follow these steps:

1. Select __Settings__

2. Scroll down and select __Messages__

3. Toggle __Send as SMS__ OFF

  </div>

<div class="collapsible">
  <h3> Making and receiving phone calls </h3>
</div>
<div class="content">

## Calling numbers in Canada and within your current destination, or answering any call

This information applies if you call any Canadian phone number (nationwide), call a phone number within your current travel destination (e.g., from US to US, nationwide) or answer a call from any phone number.

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling.

- Minutes will be used from your monthly plan

__If you are using pay-per-use roaming:__

- The standard roaming pay-per-use rate will apply for each minute of usage

## What’s not included with Easy Roam

- Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.

- Calls to North American toll-free exchanges (1-800, 844, 855, 866, 877, and 888) from outside of North America. These numbers are charged at the roaming pay-per-use overage rate.

- International toll-free numbers. These numbers are charged at the international roaming pay-per-use rate.

- 411, 511, and premium/subscription numbers -  you'll be charged a pay-per-use roaming rate for these

- Phone calls to numbers that are outside Canada and outside the country you're calling from (e.g., from England to US). These calls will be charged the roaming pay-per-use rate for the country from which you're calling

- The following US phone numbers: 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)

## Calling to check your voicemail<br><br>

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling

- Minutes will not be used from your monthly plan<br><br>

__If you are using pay-per-use roaming:__

- The standard roaming pay-per-use rate will apply for each minute of usage<br><br>

__Heads up!__ Voicemail notifications may not be available in all travel services areas.<br><br>

__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 greeting.

3. Enter password.

4. Follow the voice prompts.<br><br>

__Note:__ Long distance charges will apply on the landline phone if dialing long distance to retrieve messages.<br><br>

## Connect to a rep through Koodo Assist<br><br>

  __If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply<br><br>

__If you are using pay-per-use roaming:__

- No charges apply

__Note:__ While roaming, you’ll need to be connected to Wi-Fi in order to use Koodo Assist without activating the daily Easy Roam fee.

  </div>

<div class="collapsible">
  <h3> Monitoring roaming usage </h3>
</div>
<div class="content">

You can monitor your Easy Roam data usage in Self Serve. 

For more info on monitoring data usage and the data notifications you'll receive while traveling, check out our [Help page](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device). 

If you need more help, please connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and we'll be happy to assist you.

  </div>

<div class="collapsible">
  <h3> Roaming on a cruise ship or in-flight </h3>
</div>
<div class="content">

Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.
  </div>


Understanding how you'll be charged while travelling

<div class="warningBox">
Within 24 hours, we'll send you a Purolator email, which includes a QR code and a waybill. Present these to a Purolator location within 10 days before the waybill expires. No need to print - they can do it for you.
</div>

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 charge and the shipping charge 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 connect to a rep through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and we'll be happy 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. 

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<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)

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

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