General FAQs

Check out our Self Serve FAQ to learn more about how to register and use Self Serve.

Lots. In Self Serve, you can pretty much manage your entire account, from changing your address to changing features in your plan. Unlike calling a Rep, all the services available online are free. It’s just another way we’re fat-free.

Once you register, you can:

• Change/upgrade your phone
• Add, remove or modify features
• Change your plan
• View your E-Bill
• Make a payment
• Change your phone number
• Check your Tab balance

Click here to create a Self Serve account.

If you already have a Self Serve account, you can also access Self Serve (selfserve.koodomobile.com) from your phone's browser at any time. The services are all free, just like regular Self Serve. From there you can:

• View your usage
• View your bill
• Make a payment
• Add or change add-ons
• Review your rate plan

In order for us to keep offering slimmed down prices, we have to manage our costs. In some cases that means you may be charged for customer support. Here are our support costs for some common services:

E-Bill is a paperless way to make a good call by requesting to get a monthly bill online. It’s free, lets you see more call details that aren’t included in your summary paper bill, and is available for viewing 24 hours, 7 days a week. It helps customers do their part for the environment, and it helps us to keep our costs affordable.

You’ll need to sign up to go paperless with E-Bill in Self Serve. Once signed up, you’ll be notified by email or text message when your bill is ready so that you don’t miss your payment.

Register to Go Paperless with E-Bill.

We bill airtime from the moment network resources are used to either make or receive a call. Outgoing calls are billed from the time you initiate the call until the call ends. Incoming calls are billed for the entire duration of the call, including the time it takes to connect the call. We don’t bill for any calls that are not connected.

Long distance charges apply when you call people whose numbers are outside of the local calling area you are currently in, also when you receive calls while outside of your local calling area. But some exceptions apply.

For example, if your local calling area is Toronto, you can make or receive calls within Toronto without incurring long distance charges. But if you’re visiting Vancouver, you can also call anyone in Vancouver’s local calling area without being charged for long distance. However, if you receive calls while in Vancouver you will incur long distance charges (even if they come from within Vancouver).

Don't want to pay for long distance charges in Canada? Click here to check out our new Canada-wide plans. Click here to check out the best wireless long distance rates in Canada.

Yes. Premium text and picture messages are not included with your monthly plan. This applies even if you have unlimited messaging in your plan. So if you sign up for any text messaging contests, you will be charged by third party companies to use their service. It's important to always read the fine print before signing up for these contests and be aware of what you're agreeing to. If you currently subscribe to a service of this nature and wish to unsubscribe, text back "STOP" and the text messages should stop.

Of course. With Koodo you get service in hundreds of U.S. cities. Click here for more coverage info. Plus, check out our NEW U.S. roaming add-ons for great savings while travelling to continental U.S., Hawaii and Alaska.

Great news! Koodo now offers the Seasonal Hold Plan for just $5/month. It lets you keep your account open for up to 6 months. Call us at 1-866-99-KOODO to learn more.

Restrictions: Not available with iPhone devices. Account must be in good standing and active for at least one month. Seasonal Hold plan cannot be renewed on a six month term.

Some customers will be notified that they will be placed on the Spending limit program. Here’s how the program works:

• You’ll have a spending cap of $200.
• When your billed charges reach 70% - 85% of your cap, you’ll receive a text and/or a Voicemail warning message.
• You cannot add another subscriber to your account.

If you reach your cap:

• You won’t be able to make or receive calls – you’ll only be able to call Customer Service or 911, and incoming calls will go directly to Voicemail.
• Service will be restored only after you pay your billed charges, plus any unbilled charges above $100.
• When you call Koodo, have the payment transaction number available.

For more information about the spending limit program, visit koodomobile.com/spendinglimit

You can pay your bill in several ways:

• In Self Serve you can make one-time payments
• By calling 1-866-99-KOODO you can make one-time credit card payments
• With pre-authorized credit or pre-authorized debit. Click here to sign up.
• At any financial institution
• At any Western Union

What are your U.S. and International long distance rates" and "We have the best wireless long distance rates for calls to North America and around the world. Click here for our low long distance rates.

Click here to get the skinny on us.

You’ll need to program your new Koodo phone before making a call, so follow these steps:

1. Press the PWR button and the screen will display the current date and time.
2. Dial *22803 followed by the SEND or TALK button.
3. Choose your language preference (i.e., 1 - English or 2 - French).
4. Choose Option 1 to program your phone. A message will be played back to you at the end of the call letting you know if your phone was programmed successfully.
5. After you have programmed your phone. Press the PWR button and make a test call by dialling *8378 and listen for a welcome message. You'll hear a recorded message that will confirm when your phone has been successfully programmed. The process could take a few minutes, so please be patient.
6. If you've selected Voicemail as an add-on, go to koodomobile.com/howto for instructions on setting up your mailbox.

If you have any difficulties during programming, call 1-866-99-KOODO from a phone other than your phone and a Customer Service Rep will help you, please have your Koodo account number handy.

If you’ve lost your phone, log on to Self Serve or call us at 1-866-99-KOODO to suspend your service. Please note, there may be a charge for call.

It’s our alternative to a fixed-term contract. And it essentially lets you take up to $150 off the retail price of a phone. With the Tab you’re not locked in for a certain period, you just have to settle your Tab before leaving. Click here to learn more.

You can use your Koodo phone outside of Canada, however, availability of service will vary by country. Check out our international roaming rates.

An ESN/MEID is a unique identification number found on every phone. To find your phone’s ESN/MEID remove the back cover of the phone, take out the battery and look for a white label with an 11- or 18-digit number.

Yes. All Koodo phones are capable of text messaging. In fact, every plan comes with text. Click here to learn more about text messaging.

Typically, you can move your number if:

• It's an active mobile or landline number (pager numbers are NOT moveable)
• We have service in that area
• It’s from a service provider in the same local calling area
• Number Portability is available in that area

To move your number to us, you’ll need a new phone from Koodo and your existing phone must still be active.

Click here to check out our phones.

Click here for more information on moving your number.

Koodo recommends using hands-free kits, earpieces, or Bluetooth devices available
at Koodo Shops or by clicking here.

Koodo keeps it simple. And we want you to keep it simple while driving. So we strongly discourage using a hand held phone while on the road. Not only is it distracting, but it’s against the law in Quebec, Nova Scotia and Newfoundland.

That’s a good call.

Koodo phones are sold at Koodo Shops, select Retail partners and here at koodomobile.com. Click here to find the location nearest you. Or click here to buy a phone right now!

Yes. We let you get on a digital network that offers you voice coverage to 96% of the Canadian population, so you have coverage that stretches from east to west, and north to and south. Of course you can also roam south of our border. While we offer coverage in the Northwest Territories, Nunavut and Yukon, local numbers are not available there at this time. Click here for more info on our coverage areas.

If for some reason you’re not getting the results you want, Koodo Shops and Koodo Webstore offer a 14-day money back guarantee on your phone. You’ll get whatever you paid for your phone back and your Tab will be reversed – no questions asked. Any other charges, however, will be your responsibility. Return your phone in its original condition with all original packaging and parts, along with a copy of your receipt, to the place of purchase. Accessories are not eligible for returns or refunds unless they’re defective. For example:

• Koodo Shop purchases must be returned to any Koodo Shop.
• Retail partner purchases must be returned to the location where you purchased it.
• Online purchases should be returned via mail and can be initiated by calling 1-866-99-KOODO. We will send you a self-addressed envelope to ship the phone back to us.
• If your phone was purchased at a Retail Partner (For example: Future Shop, Wal-Mart etc.) you must return your phone to the same Retail Partner. Return policies vary by Retail Partner.

Wireless Number Portability lets you to keep the same mobile, home or business number when switching service providers in the same area.

Koodo customers who add on International Calling get access to the best wireless long distance rates in Canada. Unlike other carriers we don’t ask for a deposit, but you won’t be able to make International calls without this add-on. Click here for details on rates.

Click here for a full list of international codes.

Click here to get your phone’s User Guide.

Click here to learn how to check your Voicemail.

Click here for more details on reading your Koodo bill.

Click here for the goods on shipping.

Click here for our policy details.

Click here for a full list of calling codes.

Click here for repair details.

You can reset your Voicemail password in Self Serve. If you don't have a Self Serve account, it only takes a few minutes to register.

Did you know that you can manage your account almost entirely on your own in our Self Serve section? Of course you can also click here to call, mail or email us.