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Monthly Customers

Need to send us an e-mail? Just click the link below and fill out the short form. We will reply to your email within 1 day.

Want to make changes to your account?

Most changes to your account can be done through self serve Changes made through self serve are free. If you prefer to make account changes through email, fees on selected services will apply.

Service Customer Service Koodo Shop Retail Partner Self Serve (koodomobile.com/selfserve)
Account Set-Up Charge $35 $0 $0 $0
Mobile Phone Exchange $25 $0 $0 with purchase $0
Mobile Phone Number Charge $25 $0 Not Available $0
Rate Plan Change (1 limit per bill cycle) $10 Available with Phone Upgrade Not Available $0
Name Change $25 $0 Not Available Not Available
Add/Remove/Change Add-on $10 $0 Not Available $0
Reconnection Fee $35 Not Available Not Available Not Available

Note: To keep your account secure, we will confirm that you have authority to make changes to the account by having you log into self-serve. If you choose not to login we will only be able to provide limited information.

Email Us

Prepaid Customers

Before you send us an email…

We can address general issues through email, such as phone troubleshooting or rate plan information, but for account specific changes, such as those in the table below, you’ll need to use Prepaid Self Serve or call us.

Service Email Call Us Self Serve (koodomobile.com/selfserve)
Change Address Not Available $5 $0
Suspend / Resume Service Not Available $5 $0
Change Your Phone Number Not Available $5 $0
Top-up Not Available $5 $0
Change Your Base Plan or Boosters Not Available $5 $0

Note: For a full list of the transactions we support, as well as any associated service fees, visit http://help.koodomobile.com/prepaid/using-prepaid-self-serve/what-can-i-do-in-prepaid-self-serve

Need to send us an e-mail? Just click the button below and fill out the short form. We will reply to your email within 1 day.

Email Us

Mail Us

Mailing a payment:

If you’re mailing a bill payment, make sure you include your remittance slip, and make sure your Koodo Mobile customer number is on your cheque or money order. Then mail it to this address:

Koodo Mobile
PO Box 11005
Succursale Postale Centreville
Montreal, QC
H3C 4T5

Note: Please allow two weeks for processing.

Call Us

From a simple address change to modifying the add-ons on your plan, do it all online, anytime, with Self Serve. It makes it easy and convenient to manage your account on your time. Plus, unlike calling Customer Service, all the services available online are free. It’s just one more way we can help keep prices low for you.

However, if you decide to call Customer Service, fees on select services will apply:

Service Customer Service for Monthly Service Customer Service for Prepaid Koodo Shop Retail Partner Self Serve (koodomobile.com/selfserve)
Account Set-Up Charge $35 $15 $0 $0 $0
Mobile Phone Exchange $25 Not Applicable $0 $0 with purchase $0
Mobile Phone Number Charge $25 $0 $0 Not Available Not Available for prepaid
$0 for monthly plan
Rate Plan Change (1 limit per bill cycle) $10 Not Applicable Available with Phone Upgrade Not Available $0
Name Change $25 Not Applicable $0 Not Available Not Applicable
Add/Remove/Change Add-on Prepaid Booster $10 $5 $0 Not Available $0
Reconnection Fee $35 Not Applicable Not Available Not Available Not Available
Add/Remove Credit Card $0 $5 Not Available Not Available $0

Remember, if you’re looking to make changes to your account, you can always do it on your time,
FREE of charge, by using Self Serve.

You can reach Customer Service at 1-866-99-KOODO (1-866-995-6636) or 416-279-8811.

Hours of Operation

  • Monday – Friday: 10am - 9pm
  • Saturday: 9am - 7pm
  • Sunday: 9am - 7pm
 
 

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