General FAQs

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

Click here to create a Self Serve account.

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 and with per-second billing, you only pay for the time you use. We don’t round up to the next minute.

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.

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 Mobile, have the payment transaction number available.

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

We have the best wireless long distance rates for calls within Canada, North America or around the world. Click here for our low long distance rates.

You’ll need to program your new Koodo mobile 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 mobile 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 mobile 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 mobile phone and a Customer Service Rep will help you, please have your Koodo Mobile account number handy.

Only Koodo Mobile has the Tab. 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.

An ESN/MEID is a unique identification number found on every phone. To find your mobile 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.

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 mobile phone from Koodo Mobile and your existing phone must still be active.

Click here to check out our mobile phones.

Click here for more information on moving your number.

Koodo mobile 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!

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 mobile 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 mobile 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.

Of course. You can create your own, feature by feature. Click here to customize a plan.

Click here to get your phone’s User Guide.

Click here for the calling features that are included in each plan.

Click here for the goods on shipping.

Click here for a full list of calling codes.

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.

If you’re planning to use a lot of data, then you should add a data add-on to your account to help manage your monthly data charges. Without a data add-on, you’ll be charged for the volume of data you use every month. Rates will vary depending on how much data you use.

If you use a lot of data, you should add a data add-on starting from $10/month.

Here are some general guidelines of how much data is used per activity. Just a heads up that average data will vary by phone model: