At Koodo Prepaid, we're on a mission to deliver an amazing online experience to our customers, by giving you all the tools you need right at your fingertips. We're excited to unveil the new platform we've built to truly put the power in your hands.

![Prepaid Self Serve - UCARE - EN Portal](//images.ctfassets.net/8cecwr1x4jkf/353jAeWbrKWtE6yfFqQGvW/6e1dcfa82896b3e225214631b5d9c556/Prepaid_UCare_-_EN.PNG)

Introducing the new __Self Serve__, Koodo Prepaid’s brand-new self-serve portal that we’ve completely re-developed from the inside out with your needs in mind. Here's a look at some of the new things about __Self Serve__:

- Access Self Serve easily from your phone - it’s been mobile-optimized and also features a cleaner and simpler layout!

- No need to contact a Customer Support Agent to change credentials like your Self Serve password, PIN, voicemail password and personal information - visit Self Serve, go to Profile, then access it in the ‘My Security Info’ section. 

- There’s enhanced security with two-factor authentication at the Self Serve login, for Self Serve password resets, and for sensitive transactions. 
  - If you need to, you can reset your password [here](https://prepaidselfserve.koodomobile.com/). 
  - To avoid misuse of your phone number in case your phone has been lost or stolen, you can cancel your service immediately - visit Self Serve, go to Profile, then select ‘Report my phone as lost or stolen’. For more information, check out our [Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone) help page.

- No more unexpected data blackouts - view detailed usage divided by plan, add-ons, and promos, all in [Self Serve](https://prepaidselfserve.koodomobile.com/). 

- Fewer clicks to achieve what you’re looking for. Now you can make direct purchases for plans and add-ons without needing to add funds: first visit Self Serve, go to Plan & Add-ons, then select ‘Change My Plan’ or ‘Purchase Add-ons’.
  - If you still wish to add funds to your account, go to Self Serve, then select ‘Add Funds' from the carousel. For more information, check out our [Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account) help page.

- Stay on track with your future and past purchases. To view your upcoming bill or purchase history, and to download payment receipts, visit Self Serve and go to ‘Payments.’ You can download payment receipts right after completing a purchase.

Here are some more frequently performed account-management activities and how you can do them:

- __Set up pre-authorized payments:__ visit Self Serve, go to Payments, and select ‘Enable pre-authorized payments’ or ‘Register Payment Method’. For more details, check out our [Topping up your prepaid account](https://www.koodomobile.com/en/help/topping-your-prepaid-account) help page. 

- __Transfer your phone number:__
  - If you __have__ purchased a SIM card already, activate it [here](https://activateprepaid.koodomobile.com/en/on/prepaid/koodo/consumer/activation). Make sure you select ‘I want to bring my existing phone number with me’ in step 2 (phone number selection).
  - If you __have not__ purchased a SIM card yet, visit your nearest Koodo/TELUS store today or visit any one of our partners. To find a store near you, use our [store locator](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_NotificationBAN_PrepaidSIM).
  - If you want to transfer your phone number to an existing Koodo Prepaid number, visit Self Serve, go to Profile, and select ‘Change phone number’. For more information, check out our [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo) help page.
- __Manage your payment method:__ visit Self Serve, go to Payments, then select ‘Register Payment Method’ or ‘Update Payment Method’. For more information, check out our [Prepaid base plans](https://www.koodomobile.com/en/help/prepaid-base-plans) help page. 
- __Change your plan:__ visit Self Serve, go to Plan & Add-ons, then select ‘Change My Plan’. For more information, check out our [Prepaid base plans](https://www.koodomobile.com/en/help/prepaid-base-plans) help page.

Prepaid

Mobility

Koodo Prepaid Self Serve FAQs

Whether it's moving your number over to Koodo (porting your number) or understanding your first bill, [here](https://www.koodomobile.com/en/setup)'s everything you need to know if you've just set up a new line with us.

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! Just go to [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) and type __#PortHelp__ and our digital rep will help troubleshoot your issue.
  </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, you’ll need to request a callback from a rep. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp. <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.

__2. Resolve any outstanding issues:__ If your current account has unpaid bills or contractual obligations, make sure to address them before trying to port in again.

__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 need help, please go to Koodo Assist to schedule a callback with a representative, who can help you with the process.

__Note:__ These steps are general guidelines, and it's always a good idea to contact your current service provider and Koodo for personalized help with resolving the porting issue.
  </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 residential line to a cell phone?__ 

Yes, it is possible and we’re more than happy to help! It’ll require you to schedule a callback using [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 request a callback from a rep in order to complete the number transfer. To schedule this call, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and type #PortHelp.

If you have a Koodo wireless home service, it's possible to transfer it to a Koodo mobile line. To get started, book a callback via [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).<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?__

If you’re having issues porting your phone number to Koodo, it could be because you didn’t respond within 90 minutes, or 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 and feel free to reach out to Koodo Assist for more help. You can always try the port request again or re-submit port in [Self Serve](http://koodo.com/selfserve).<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

Activating

New to Koodo? 

Adding a promo to your plan during activation is easy! Just follow these steps:

1. Go to [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com "activateprepaid.koodomobile.com") to begin your activation.

2. Follow the step-by-step process for activating online until you get to step 3, “Base Plan & Booster Add-ons”.

3. From here, you can add a promo in the following ways:

    1. __Auto-load Promo:__ All you need to do is meet the requirements for the offer. You can see which promo has been applied under the Promotions section.

    2. __Promo code:__ Scroll to the bottom of the page to the “Base Plan and Add-ons” page until you reach the “Promotion Code” field. Here, you can enter your promo code. You may be prompted for a validation code if required.
        - Please note that *if you are already eligible for an auto-load promo, the promo code you enter here will override it.* You can hit __Clear__ to go back to your auto-load promo, if you have one. When you’re happy with your selection, hit __Apply__.
        - You will see the promo name appear to confirm when it is applied correctly.
        - If you’re having trouble applying your promo code, double-check the spelling and eligibility criteria.

    3. __Refer-a-Friend code:__ When activating your new plan, enter your friend’s unique code in the “Refer-a-Friend Code” field of the Payment page.
        - Click “Add” to make sure the code is validated so you can get your $5 credit.
        - Eligible on plans greater than $15. 

 4. Be sure to confirm your subtotal before proceeding to the next steps of activation.

### How do I know if my promo was successfully applied?
During activation, at the “Review Your Order” stage, you can review your activation details including any promos applied before proceeding to payment.

Koodo Prepaid customer with a promo? Find out how to add it when you activate your plan. 

Prepaid 101 - Adding a promo when activating your plan

Here's what you need to activate your Prepaid phone: 

1. __Your__ [Koodo Prepaid SIM card](https://www.koodomobile.com/en/help/prepaid-sim-cards): Unless you bought one separately, you’ll find it in the packaging with your Koodo Prepaid phone.

2. __Your selected base plan and Booster® add-on(s):__ You can choose from a number of base plans and Talk or Data Booster add-ons on our [Prepaid plans page](https://www.koodomobile.com/prepaid-plans "Prepaid plans page").

3. __Your payment method:__ You can use a top-up voucher purchased at a Koodo store or retail partner across Canada, or use your credit or Visa Debit or MasterCard Debit card. If you’re paying with a top-up voucher, you’ll need to make sure it has enough funds to cover the total cost of your selected base plan and Booster add-on(s).

  __Note:__ Only a card registered to a Canadian address can be registered to your account. International cards aren't accepted.

4. __Automatic top-ups:__ With automatic top-ups, leave it to us to top-up your account every 30 days with your registered credit or Visa Debit or MasterCard Debit card, just in time for your base plan renewal. Sign up today in [Self Serve](https://prepaidselfserve.koodomobile.com/).  

### Ready to go? 
Visit [activateprepaid.koodomobile.com](https://activateprepaid.koodomobile.com "activateprepaid.koodomobile.com") to activate your Koodo Prepaid service.

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

__1 - How can I start receiving calls on my new phone after upgrading? They’re still going to my old phone even after I’ve completed the setup.__

Please make sure that you’ve ported your number over to Koodo. This can be done with some help from a rep. To get started, please go to [Prepaid Koodo Assist](https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html) and schedule a callback.

__2 - Can I activate a new Prepaid phone with a SIM and keep the same number?__ 

Yes! You might have to go through the number porting or number transferring procedure, but if it’s the same SIM, the number should be kept the same.

__3 - Why is my phone still deactivated after I topped up my account?__

Sometimes it takes a few days to move your phone out of a deactivated state. Please also ensure that the amount you’ve topped up is enough to cover the base plan associated with your account. 

__4 - I followed the activation process, but my card is still inactive. Is there a delay between payment and activation?__

There can be a short delay, but in general the card should be activated right away. Please always confirm that you’ve received a confirmation “Welcome” email after activation. If you haven’t, please [contact us](https://www.koodomobile.com/en/help).

__5 - My friend gave me a Refer-a-Friend code. How do I redeem it for my $5 credit?__

When activating your new plan, enter your friend’s unique code in the “Refer-a-Friend Code” field of the Payment page. 

Click “Add” to make sure the code is validated so you can get your $5 credit.

*Eligible on plans greater than $15. 
  </div>

Just got a new Prepaid phone with Koodo? Learn everything you need about Activating your Prepaid phone here!

Activating your phone

Activating your prepaid phone

## How do 360-day plans work?

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.

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.

## Will Boosters still work?

Yes, boosters will continue to work the same as on a 30-day plan. Please note that when activating a data booster, your in-plan bucketed amount will be used before your booster data is used.

__Reminder:__ Booster data will be carried over until you run out or lose your account status.

## How do I go from a 30-day Prepaid plan to a 360-day plan?

You can log into your Prepaid Self Serve account and go to the "Change Base Plan" option. 

Please note that you can only pay for this plan yearly, not monthly. 

## If I want to switch plans, can I get a refund for any unused months?

For 360-day plans, 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.

360-day plan FAQs

VoLTE (Voice over LTE) is available for Koodo Prepaid customers.

## What is VoLTE?
VoLTE is the next step in wireless calling and it comes with some awesome benefits. Koodo customers with a compatible phone will be able to __make and receive calls over our faster Koodo LTE network__ instead of the HSPA network. With VoLTE you’ll get:

- Simultaneous use of voice and LTE data
- Awesome sound quality when calling another VoLTE-enabled device
- Faster call set-up time
- More innovative solutions: Customers will have access to next generation services

## What’s different?

- Previously, data was carried over LTE when you weren't on a voice call. 
- If you were on a voice call, then your data was transmitted __using the slower 3G speeds__. 
- Now, with VoLTE, your data will be carried over LTE even when you’re on a voice call.

## Where is VoLTE available?
VoLTE services are currently available nationally, except for the province of Saskatchewan.

VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE E911 is not available, customers are still able to make standard 911 calls.

  <div class="collapsible">
  <h3> How do I activate and use VoLTE on my phone?  </h3>
</div>
<div class="content">

The following is required to enable VoLTE on your phone and make and receive VoLTE calls: 

1. __A VoLTE-certified phone__ *(most phones sold by Koodo after 2018 are VoLTE-capable within Canada and the US). Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.*

2. __The latest software version__ *(most new phones and latest software versions come with VoLTE settings that are turned ON by default. For more instructions on other Apple/Android devices and software please see below)*

3. __A phone restart__ 

4. __Being in a VoLTE-enabled coverage area__ *(see our full coverage [list](http://koodomobile.com/en/network))*

As long as you meet these requirements, you should be able to use VoLTE automatically. All calls will be carried over to the Koodo LTE network.

__Note:__ Select phones may work on VoLTE (within Canada) but not in the US (while roaming). 

  For a list of devices and model numbers that __support VoLTE on the Koodo network in Canada and while roaming__, please see the tables below. 

  For a list of phones that are supported by Koodo VoLTE network in Canada but __don’t support VoLTE roaming__, please see the “Which phones don’t support VoLTE roaming?” section below.<br><br>

## On an Apple device:

To enable LTE on an iPhone __running iOS 14.4 or older__:

1. Go to __Settings__
2. Select __Cellular__
3. Select __Cellular data options__
4. Select __Voice & Data__
5. Select __LTE, VoLTE on__

iPhone users with iOS 12 or older releases can enable VoLTE through __Settings > Cellular > Cellular Data Options > Enable LTE > Voice & Data__.<br><br>

## On an Android device:

The settings vary slightly between models and operating systems. Below are the most common settings found to enable LTE.

__Tip:__ If you're viewing this page on your mobile phone, rotate your phone screen/turn on auto-rotate to see the full table.

| OEM        | Model      | OS version    | Path                                                                                                                 |
|------------|------------|---------------|----------------------------------------------------------------------------------------------------------------------|
| BlackBerry | KEY2 LE    | Android 8.1.0 | __Settings__ > __Network & internet__ > __Cellular networks__ > __Preferred network type__ > Select __LTE/WCDMA/GSM__ > Switch on __VoLTE__                   |
| Google     | Pixel 4    | Android 10    | __Settings__ > __Network & internet__ > __Mobile network__, Switch on __VoLTE__> __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__ |
| Huawei     | P30        | Android 10    | __Settings__ > __Mobile network__ > __Mobile data__, Switch on __VoLTE Calls__ >  __Preferred network mode__ > Select __LTE/WCDMA/GSM auto__ > Switch on __VoLTE__|
| LG         | G8X ThinQ  | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile networks__ > __Network mode__ > Select __GSM/WCDMA/LTE auto__ > Switch on __VoLTE__                      |
| Moto       | G7 Play    | Android 9.0   | __Settings__ > __Network & internet__ > __Mobile network__ > __Advanced__ > __Preferred network type__ > Select __LTE__ (recommended) > Switch on __VoLTE__     |
| Samsung    | Galaxy A71 | Android 10    | __Settings__ > __Connections__ > __Mobile networks__, Switch on __VoLTE Calls__ > __Network mode__ > Select __LTE/WCDMA/GSM (auto connect)__ > Switch on __VoLTE__|

  </div>

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

__1. Do I have to pay more for using VoLTE?__

No. All your voice usage will be billed according to your Koodo Prepaid plan, so you won't be using any of your monthly data allowance.

__Note:__ VoLTE E911 is available in all VoLTE-enabled areas. In areas where VoLTE and E911 are not available, customers can still make standard 911 calls.

__2. Will VoLTE use up my data?__

No. VoLTE voice calls will be treated as regular voice calls and will not affect your data usage.

__3. Can I roam with VoLTE?__

Phones that are VoLTE roaming-capable (please see the “Which phones don’t support VoLTE roaming?” section below) with the latest software installed will be able to place and receive calls over the LTE network instead of the HSPA network while roaming in the U.S. 

If there isn’t any VoLTE coverage, or if you don't have a VoLTE roaming-enabled device, you’ll continue roaming on the HSPA network. VoLTE roaming rates will be the same as current HSPA roaming rates.

__4. Can I use Koodo Prepaid U.S. Booster add-ons to roam in the U.S. with a 3G KPRE plan on VoLTE?__

Yes. US roaming Booster add-ons will work with both 3G and 4G KPRE plans on VoLTE.

__5. Why is VoLTE roaming important?__

United States carriers have turned down 3G/HSPA networks. As a result, customers using U.S. roaming add-ons will be impacted by differences in coverage or service quality (including 9-1-1 calls and location-based short codes). Customers may also experience changes to services such as welcome messages, voicemail notifications, usage notifications for voice, notifications when trying to make an international call as well as the ability to set up voicemail while in the U.S. This shutdown will not impact your service in Canada.

__6. Will my phone work on the Koodo VoLTE network?__

All new phones sold by Koodo in 2018 or later, and most sold in Canada, will work on the Koodo VoLTE network. Some device manufacturers have common device names but separate model numbers for different countries (with unique technical specifications or software). If you brought your own device to Koodo, please note that all model numbers may not be compatible with the Koodo VoLTE network.

On Android phones, you can find this information in __Settings > About Phone__

  </div>

  <div class="collapsible">
  <h3> Supported VoLTE phones  </h3>
</div>
<div class="content">

__All phone models supported:__

- Apple iPhone 6, 6 Plus, and newer
- Apple iPhone SE 1st generation and newer
- Google Pixel 3, 3 XL, and newer

__VoLTE support for specified phone model number__

You can find your phone's model number in __Settings > About Phone__.

| Model                          | Supported model number |
|--------------------------------|------------------------|
| Huawei Mate 20 Pro             | LYA-L0C                |
| Huawei P30                     | ELE-L04                |
| Huawei P30 lite                | MAR-LX3A               |
| Huawei P30 Pro                 | VOG-L04                |
| Huawei P40                     | ANA-LX4                |
| Huawei P40 Pro                 | ELS-N04                |
| LG G6                          | LG-H873                |
| LG G7 One                      | LM-Q910UM              |
| LG G7 ThinQ                    | LM-G710AWM             |
| LG G8X                         | LM-G850UM              |
| LG K20                         | LM-X120WM              |
| LG K30                         | LM-X320WM              |
| LG K31                         | LM-K300WM              |
| LG K41S                        | LM-K410WM              |
| LG K61                         | LM-Q630UM              |
| LG K9                          | LM-X210WM              |
| LG Q Stylo+                    | LM-Q710WA              |
| LG Q6                          | LG-M703                |
| LG Q60                         | LM-X525WA              |
| LG Q70                         | LM-Q620WA              |
| LG Stylo 3 Plus                | LG-M470                |
| LG V30                         | LG-H933                |
| LG V60 ThinQ 5G                | LM-V600TM              |
| LG Velvet                      | LM-G900UM              |
| LG X Power 2                   | LG-M320G               |
| LG X Power 3                   | LM-X510WM              |
| LG X K32                       | LM-K200QM              |
| Samsung G71 XCoverPro          | SM-G715W               |
| Samsung Galaxy A03s            | SM-A037W 
| Samsung Galaxy A10e            | SM-A102W               |
| Samsung Galaxy A11             | SM-A115W               |
| Samsung Galaxy A12             | SM-A125W               |
| Samsung Galaxy A13 5G          | SM-A136W               |
| Samsung Galaxy A20             | SM-A205W               |
| Samsung Galaxy A21             | SM-A215W               |
| Samsung Galaxy A50             | SM-A505W               |
| Samsung Galaxy A51             | SM-A515W               |
| Samsung Galaxy A52             | SM-A526W               |
| Samsung Galaxy A53 5G          | SM-A536W               |
| Samsung Galaxy A70             | SM-A705W               |
| Samsung Galaxy A71             | SM-A715W               |
| Samsung Galaxy Note 10         | SM-N970W               |
| Samsung Galaxy Note 10+        | SM-N975W               |
| Samsung Galaxy Note 8          | SM-N950W               |
| Samsung Galaxy Note 9          | SM-N960W               |
| Samsung Galaxy Note20 5G       | SM-N981W               |
| Samsung Galaxy Note20 Ultra 5G | SM-N986W               |
| Samsung Galaxy S10             | SM-G973W               |
| Samsung Galaxy S10+            | SM-G975W               |
| Samsung Galaxy S10e            | SM-G970W               |
| Samsung Galaxy S20 5G          | SM-G981W               |
| Samsung Galaxy S20 FE 5G       | SM-G781W               |
| Samsung Galaxy S20 Ultra 5G    | SM-G988W               |
| Samsung Galaxy S20+ 5G         | SM-G986W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S22 5G          | SM-S901W               |
| Samsung Galaxy S22 Ultra 5G    | SM-S908W               |
| Samsung Galaxy S22+ 5G         | SM-S906W               |
| Samsung Galaxy S23             | SM-S911W               |
| Samsung Galaxy S23+            | SM-S916W               |
| Samsung Galaxy S23 Ultra       | SM-S918W               |
| Samsung Galaxy S8+             | SM-G955W               |
| Samsung Galaxy S9              | SM-G960W               |
| Samsung Galaxy S9+             | SM-G965W               |
| Samsung Galaxy XCover6 Pro     | SM-G736W               |
| Samsung Galaxy Z Flip          | SM-F700WDS             |
| Samsung Galaxy Z Flip 5G       | SM-F707W               |
| Samsung Galaxy Z Flip3 5G      | SM-F711W               |
| Samsung Galaxy Z Flip4 5G      | SM-F721W               |
| Samsung Galaxy Z Fold2 5G      | SM-F916W               |
| Samsung Galaxy Z Fold3 5G      | SM-F926W               |
| Samsung Galaxy Z Fold4 5G      | SM-F936W               |
| Samsung Galaxy S21 5G          | SM-G991W               |
| Samsung Galaxy S21+ 5G         | SM-G996W               |
| Samsung Galaxy S21 Ultra 5G    | SM-G998W               |
| Samsung Galaxy S21 FE 5G       | SM-G990W               |
| Samsung Galaxy A32 5G          | SM-A326W               |
| Samsung Galaxy A52 5G          | SM-A526W               |

### VoLTE support for listed IMEI range
Your IMEI can be found in __Settings > About Phone__.

| Model                   | Supported IMEI (first 8 digits) |
|-------------------------|---------------------------------|
| Alcatel Go Flip 3       | 1563500                         |
| Alcatel 1B              | 1611400                         |
| Coolpad Snap            | 86302904, 86821204              |
| LG G5                   | 35774307                        |
| Motorola Edge+          | 35912410                        |
| Motorola Moto E         | 35163611                        |
| Motorola Moto E6        | 35218110, 35219410              |
| Motorola Moto G 5G (2022) (XT2213-3) | 35603762, 35657463, 35769070, 35845126, 35946390|
| Motorola Moto G Fast    | 35910910                        |
| Motorola Moto G Power (2021)    | 35351138, 35689211, 35689311, 35689611, 35779561, 35689111|
| Moto G Power (2022)     | 35708173, 35743758, 35852182, 35102474|
| Motorola Moto G7 Play   | 35951509                        |
| Moto g stylus 5G (2022) (XT2215-4)   | 35147546, 35448232, 35745962, 35795282|
| Motorola One Hyper      | 35722610                        |
| Motorola One Vision     | 35217110                        |
| Motorola One 5G Ace     | 35557211                        |
| Motorola Razr           | 35722010                        |
| Motorola G Pure         | 35057768, 35230480, 35556617, 35790251, 35991496                       |
| RIM BlackBerry Motion   | 1498900                         |
| Samsung Galaxy A5       | 35522708, 35607009              |
| Samsung Galaxy A8       | 35406109                        |
| Samsung Galaxy J3 Top   | 35222710, 35922909              |
| Samsung Galaxy XCover 4 | 35781708                        |
| Samsung J3 Prime        | 35180909, 35240909              |
| Sonim XP10              | 01618600                        |
| TCL 10L                 | 1565800                         |
| TCL 10Pro               | 1562600                         |
| TCL 20s                 | 1588800                         |
| TCL 20Pro 5G            | 1592000                         |
| TCL 30 5G               | 01619700                        |
| TCL 30 XE 5G            | 01619800                        |
| TCL 303                 | 01630400                        |
| TCL Flip (4058E)        | 01618200                        |
| TCT Mobile One          | 1522100                         |
| ZTE Blade A3L           | 86881504                        |
| ZTE Cymbal 2            | 86274104                        |
| ZTE Blade A3 Plus (Z3353CA) | 86881504                    |
| ZTE Blade A7P           | 86003205                        |
| ZTE MF723 (WF723CA)     | 86815303                        |

  </div>

## Which phones don’t support VoLTE roaming? 
  <div class="collapsible">
  <h3> Alcatel  </h3>
</div>
<div class="content">

| Device Type | Device Model |
|-------------|--------------|
| Alcatel 1B  | (5002W)      |

  </div>

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

| Device Type          | Device Model                 |
|----------------------|------------------------------|
| Apple iPhone 6       | (A1549, A1586, A1589)        |
| Apple iPhone 6 Plus  | (A1524, A1523, A1593)        |
| Apple iPhone 6S      | (A1688, A1633, A1691, A1700) |
| Apple iPhone 6S Plus | (A1687, A1634, A1690, A1699) |
| Apple iPhone SE      | (A1723, A1662, A1724)        |

  </div>

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

| Device Type     | Device Model |
|-----------------|--------------|
| Huawei P30      | (ELE-L04)    |
| Huawei P30 lite | (MAR-LX3A)   |
| Huawei P40      | (ANA-LX4)    |

  </div>

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

| Device Type     | Device Model |
|-----------------|--------------|
| LG G5           | (LG-H831)    |
| LG G6           | (LG-H873)    |
| LG G7 ThinQ     | (LM-G710AWM) |
| LG K9           | (LM-X210WM)  |
| LG K30          | (LM-X320WM)  |
| LG Q Stylo+     | (LM-Q710WA)  |
| LG Q6           | (LG-M703)    |
| LG Q60          | (LM-X525WA)  |
| LG Stylo 3 Plus | (LG-M470)    |
| LG V30          | (LG-H933)    |
| LG X Power 2    | (LG-M320G)   |
| LG X Power 3    | (LM-X510WM)  |

  </div>

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

| Device Type   | Device Model |
|---------------|--------------|
| Motorola Razr | (XT2000-2)   |

  </div>

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

| Device Type           | Device Model |
|-----------------------|--------------|
| RIM BlackBerry Motion | (BBD100-2)   |

  </div>

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

| Device Type       | Device Model |
|-------------------|--------------|
| Samsung Galaxy A5 | (SM-A520W)   |
| Samsung J3 Prime  | (SM-J327W)   |

  </div>

  <div class="collapsible">
  <h3> TCT Mobile </h3>
</div>
<div class="content">

| Device Type    | Device Model |
|----------------|--------------|
| TCT Mobile One | (5033O)      |

  </div>

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

| Device Type       | Device Model |
|-------------------|--------------|
| ZTE Blade A3 Plus | (Z3353CA)    |
| ZTE Blade A3L     | (Z3352CA)    |
| ZTE Blade A7p     | (Z6252CA)    |
| ZTE WHP           | (WF723CA)    |

  </div>


Managing mobile services

Calling features

VoLTE (voice over LTE) for Koodo Prepaid

<div class="collapsible">
  <h3>Available countries:</h3>
  </div>

<div class="content">

__A__
- Australia
- Austria

__B__
- Bahamas
- Bangladesh
- Brazil

__C__
- Chile
- China
- Colombia

__D__
- Dominican Republic

__E__
- El Salvador
- Egypt

__F__
- Finland
- France

__G__
- Germany
- Greece
- Guatemala

__H__
- Hong Kong

__I__
- India
- Iran
- Ireland
- Israel
- Italy

__J__
- Jamaica
- Japan

__K__
- Korea (South)

__M__
- Malaysia
- Mexico

__N__
- Netherlands
- New Zealand
- Nigeria

__P__
- Pakistan
- Philippines
- Poland

__R__
- Romania
- Russian Federation

__S__
- Saudi Arabia
- South Africa
- Spain
- Sri Lanka
- Sweden
- Switzerland

__T__
- Taiwan
- Thailand
- Trinidad and Tobago
- Turkey

__U__
- United Arab Emirates
- United Kingdom
- United States

__V__
- Venezuala
- Vietnam
</div>

__Important:__ United States carriers will have turned down their 2G and 3G/HSPA networks. As a result, customers will require a LTE or VoLTE capable device to use U.S. roaming add-ons or they will not receive service (including 9-1-1 calls) while traveling in the U.S. Impacted customers will also not be able to access services such as welcome messages, voicemail notifications, usage notifications for voice, notifications when trying to make an international call as well as the ability to set up voicemail while in the U.S. This shutdown will not impact your service in Canada.

Check out our FAQs to learn how this will affect your Koodo Prepaid roaming service in the U.S. (including Puerto Rico and the U.S. Virgin Islands): 

<div class="collapsible">
  <h3> FAQS: US 2G and 3G/HSPA NETWORK SHUT DOWN </h3>
</div>
<div class="content">

__Who’s affected by the shutdowns?__

The U.S. 2G and 3G/HSPA network shutdowns will only affect phones that don’t support 4G LTE data and Voice over Long-Term Evolution (VoLTE) roaming.

Those with an affected device will no longer be able to make or receive wireless calls (including 911 calls), send or receive text messages, or use cellular data while roaming in the U.S. (including Puerto Rico and the US Virgin Islands).

__Note:__ The U.S. shutdown won’t affect your Canadian service.<br><br>

__Which Koodo Prepaid services will be affected?__

Following the T-Mobile 2G network shutdown and the AT&T 3G/HSPA network shutdown, when roaming in the U.S. (including Puerto Rico and the US Virgin Islands), customers will require a LTE or VoLTE capable device to use U.S. roaming add-ons traveling to the United States or they will not receive coverage for the following:

- 911 calls
- voice calls
- accessing voicemail
- receiving notifications, text messages, or data

Impacted customers will be unable to use services such as:

- welcome messages
- voicemail notifications
- usage notifications for voice
- notifications when trying to make an international call 
- the ability to set up voicemail while in the U.S. <br><br>

__Can I continue to use my Koodo Prepaid service in Canada?__

Absolutely. The US  2G and 3G/HSPA network shutdowns will not impact your Koodo Prepaid service in Canada. <br><br>

__Can I use Voice over Long-Term Evolution (VoLTE) roaming calling in the U.S.?__

Yes, you can! For more info, check out our [VoLTE (voice over LTE) for Koodo Prepaid](https://www.koodomobile.com/en/help/volte-koodo-prepaid) help page. <br><br>

__If I purchase or use a new Voice over Long-Term Evolution (VoLTE)-capable device with my Koodo Prepaid service, will I be able to use VoLTE in the U.S.?__

Yes, you can! For more info, check out our [VoLTE (voice over LTE) for Koodo Prepaid](https://www.koodomobile.com/en/help/volte-koodo-prepaid) help page.

  </div>

### Travelling with your prepaid phone

Only phones on a monthly plan can be used internationally. If you have a Koodo Prepaid phone, you can only use it in Canada and the U.S.

Planning to use your phone in the States? Then our U.S. Roaming Booster add-ons are the way to go! There's no pay-per-use charges on Koodo Prepaid. Just grab one of our [U.S. Roaming Booster add-ons](https://www.koodomobile.com/prepaid-plans "U.S. Roaming Booster add-ons") starting from $5 before you pack your bags. Add-ons are activated when you complete your purchase. Any unused minutes, text or data will be carried over when you renew your base plan, so choose the largest Booster add-ons if you want to enjoy our best rate.

Roaming services are available in all 50 States in the U.S. (including Alaska and Hawaii) as well as Puerto Rico and the U.S. Virgin Islands. 

Talk Boosters® can be used to make Canada-wide, U.S. and international calls. 

Koodo Prepaid has national coverage, which means you don’t pay roaming fees across Canada, and provides coverage to 96% of the Canadian population. To see where 96% of the Canadian population live, you can check out our [network coverage map](https://www.koodomobile.com/en/network "network coverage map").

### Prepaid Canada-wide calling
If calling isn’t included in your plan, you’ll need to purchase a Canada-wide Talk Booster® add-on to make calls.

If you have a Province-wide plan and want to make a call outside of your province, you’ll have to purchase a Canada-wide Talk Booster add-on. Here’s how Province-wide plans work:

- If your province is Ontario, you can make or receive calls within Ontario with a Province-wide plan
- If you’re visiting another province, you can also call anyone within that province, but won’t be able to receive calls while in another province without a Canada-wide Talk Booster add-on

If you’ve got a Canada-Wide Plan, Canada-wide Talk Booster® add-on to make calls aren’t necessary.

Canada-wide calling means you can make outgoing calls to any number within Canada with no provincial restrictions. You’ll still receive all incoming calls across Canada, regardless of the province they’re from.

If you’re travelling to another province, you can make Canada-wide calls while you’re there. You’ll still receive unlimited incoming calls and will be able to call your home province while travelling without the need to get a Booster add-on.

__To purchase a Long Distance Talk Booster add-on, follow these steps:__

1. Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account
2. Select the "Base Plan & Booster Add-ons" tab
3. In the "Base Plan Minutes, Data & Booster Add-on(s)" section, select __Add Booster Add-ons__
4. From the "Available Booster Add-on(s)" dropdown menu, select the add-ons you want, then select __Add to My Order>>__
5. When you've finished selecting all the booster add-ons you want, select Purchase Booster Add-on(s).

### Changes to Prepaid U.S. and international long distance calling
As of June 21, 2018, Canada-wide Talk Boosters will no longer be able to make international & U.S. calls.

Customers who purchased a Canada-wide Talk Booster Add-on before June 21, 2018, can still use it to make U.S. and international calls until it is used up.

### Introducing new Long Distance Talk Booster Add-ons!
If you need to make an international call (including the U.S.) you’ll have to purchase a [Long Distance Talk Booster add-on](https://www.koodomobile.com/en/prepaid-plans). Long Distance Talk Booster add-ons can be used to make calls to 50 international destinations. Any unused minutes will be carried over when you renew your base plan.

### International Incoming Calling
- If you're on a base plan that includes calling, you can receive free incoming calls from any country in the world.
- If you’re on a plan that doesn’t include calling, you’ll have to purchase a Canada-wide or Long Distance Talk Booster add-on to receive calls from any domestic or international destinations. Incoming calls are deducted at 1 min per min of talk from your Talk Booster.

<br><br>Need help? Visit [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") for help and to see your Booster-add on balance.

### Don't want a roaming add-on?
You won't be able to use your Koodo Prepaid phone in the U.S. without a U.S. Roaming Boosters add-on.

If you want to know how postpaid plans work out of province, click [here](https://www.koodomobile.com/en/help/easy-roam).

<br><br>__Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Easy Roam®](https://www.koodomobile.com/en/help/easy-roam)

Calling long distance, traveling or roaming on Koodo prepaid? Find out everything you need to know right here. 

Long distance, travel and roaming on Prepaid

To use Koodo Prepaid, including any Boosters 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.

## 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.

## 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.

## Changing your base plan
You can change your Prepaid base plan any time in [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve"). You can change it immediately or have it change on your next renewal date.

If you're changing your base plan while there’s an active Prepaid base plan already on the account, remember that the change is applied immediately. We're not able to refund you for the remaining days in your current Prepaid base plan.

Make sure you have enough service credits on your account to cover the cost of your newly selected Prepaid base plan, otherwise your service will be suspended. If you're changing your Prepaid base plan in Self Serve while your service is suspended due to an expired Prepaid base plan, change the Prepaid base plan first, and then top-up as a second step.

## How to change your Prepaid base plan

1. Log in to [Self Serve](https://prepaidselfserve.koodomobile.com)

2. Select the __‘Plan & Booster 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 now__ for immediate changes or __Change Prepaid Base Plan on Renewal__ for changes to take effect at your next plan cycle.

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 Prepaid Base Plan on Renewal Date.__ For immediate changes, click __Pay Now.__

__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 Base Plan with a different data speed, it may take up to 48 hours until the speed change kicks in.

## 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 this option:

If you choose to change your Prepaid Base 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 Base Plan change at any time by going to the ‘Plan & Booster Add-ons’ tab and selecting ‘Cancel Change.’

## Changing your Prepaid base plan now

If you’ve used up all of your talk, text, or data allotment and want to change your Prepaid Base Plan early, you can do that as well. If you’re changing your Prepaid Base Plan immediately, here are some things to keep in mind:

- A new payment cycle starts when you activate your new Prepaid Base Plan. Your Prepaid Base 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 Base Plan.

- If your services are on hold, you won’t be able to change your Prepaid Base Plan until you make a payment. You can learn how to make a payment below.

## Renewing your Prepaid base 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 base plan when it expires, your prepaid service will be suspended until you top-up and purchase a Prepaid base plan again. If you don't make a payment on your Prepaid base 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 boosters.

Your Prepaid base 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 base 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 base plan renewal, register for automatic 30-day top-ups – it makes Koodo Prepaid truly worry-free.

## Automatic top-ups
With automatic top-ups on your account, a 10% savings on the cost of your Prepaid base plan will be credited back to your account each time your Prepaid base plan renews. The credit is a negative amount applied on your account that can be used towards future top-ups or Boosters. Set up automatic 30-day top-ups when you activate your Koodo Prepaid service, or by logging into Prepaid Self Serve.

With Automatic Top-ups, we’ll renew your account every month by charging you the base plan amount. You’ll have peace of mind knowing your service will automatically continue every month without having to remember to make a payment. Better yet, you’ll pay the same amount every month, with no overages or surprise fees. 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 base plan, we’ll automatically adjust the top-up amount that’s needed. Learn more [here](https://www.koodomobile.com/en/help/topping-your-prepaid-account). 

## 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

For any extra Data, Roaming, Talk or Text needs we have Booster Add-ons for purchase that never expire!

Exclusively at Koodo, the Unlimited Messaging Prepaid base plan gives you unlimited text and picture messaging 24/7 for 30 days. There are no pay-per-use charges. With this plan, you can't make or receive calls on your phone.

If you want to make or receive calls, add a Talk Booster, starting from $5 (and it doesn’t expire!). If you don’t use all of your minutes, they’ll carry over the next time you renew your Prepaid base plan.

## Expired Prepaid base 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 base 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.

## Province-wide calling
Province-wide calling means you can make outgoing calls to any number within your home province. Plus, you’ll receive all incoming calls across Canada regardless of the province they’re from.

If you travel to another province, you can make Province-wide calls while you’re there. You’ll still receive unlimited incoming calls. But you won’t be able to call your home province while travelling and will need to get a Booster add-on.

For example, if you lived in B.C.:

__1. Making calls__
- Unlimited outgoing calls to any phone number in B.C.

__2. Receiving calls__
- Unlimited incoming calls from any province in Canada and from any country

And you travelled to Quebec:

__1. Making calls__
- Unlimited outgoing calls to any phone number in Quebec.
- You won't be able to make outgoing calls to any other province, including B.C.

__2. Receiving calls__
- Unlimited incoming calls from any province in Canada and from any country

## Making calls to destinations outside of your home province
You'll need a Canada-wide Talk Booster add-on to make any calls outside of your home province or to any U.S or international destinations. Plus, our Booster Add-ons don’t expire after 30 days, as long as you have an active Prepaid base plan. Booster add-ons can be purchased any time by logging into your Self Serve account.

## Good to know
Booster add-ons are available with province-wide plans.

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

__1. What is the minimum cost of a Prepaid base plan and how many minutes does it include? Is it you pay as you go?__

Our lowest costing plan is $15 with 100 mins of CW calling and UNL international texting (no data). 

__2. Where can I find Data Booster Add-ons?__

Login to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account and select __“Plan & Booster Add-ons.”__ From here you can purchase any Booster Add-ons that never expire!

__3. What are the costs for Prepaid services and data?__

Your Prepaid Base Plan *plus* any Booster Add-ons that you have purchased. You will not be charged for overage fees on Prepaid!

__4. What is the maximum length of time I can not pay before my account expires?__

If you don’t top up for __3 months__, 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.

__5. What’s the difference between 3G and 4G speeds at TELUS and Koodo? How does the experience change?__

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. With 4G speed, you’ll 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. 

__6. 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! 

__7. Do I still have access to the 4G LTE network?__

Yes! You’ll still have access to Canada’s largest 4G LTE coast-to-coast network.

__8. I’m moving from a 4G speed or 4G LTE speed plan to a 3G speed 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 without pausing or buffering concerns, plus a richer social media experience with greater access to content and embedded videos) 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. 

__9. I purchased a 3G speed plan, but my phone is showing 4G/LTE. Does this mean I have 4G speed?__

No. Your phone shows the network you’re accessing, which can be the 4G LTE network, but you’re still experiencing 3G speed. 

__10. 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 US. Customers will need to purchase a roaming package or pay-per-use to make calls and access cellular data within the US.

  </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. 

Base plans

Prepaid base plans

## Recurring promos
If you’re on a recurring promo and your account is suspended, *you will only lose the promo if you reactivate on a new plan*.

For example, if you’re on a promo that provides 500 MB of bonus data for 5 months and you fall into suspend in month 2 and you decide to:

- __Reactivate on a new plan__: You will lose your recurring promo. However, you will still be eligible to any redeem promos that will be in-market at the time of activation. Learn how to apply a promo when changing your plan [here](https://www.koodomobile.com/help/prepaid-101-applying-promo-when-changing-your-plan "here").
- __Top-up on your existing plan__: You’ll be able to resume the remainder of your promo and receive the remaining 3 months of the promo after reactivating.

Just to let you know: Accounts are deactivated after 90 days of suspension. Learn how to reactivate your plan [here](https://www.koodomobile.com/help/topping-your-prepaid-account "here").

Koodo Prepaid customer with a promo? Find out what to do with promos if your account is suspended. 

Prepaid 101 - Promos on suspended accounts

Province-wide calling means you can make outgoing calls to any number within your home province. Plus, you’ll receive all incoming calls across Canada regardless of the province they’re from.

If you’re travelling to another province, you can make Province-wide calls while you’re there. You’ll still receive unlimited incoming calls. But you won’t be able to call your home province while travelling and will need to get a Booster add-on. 

For example, if you lived in B.C.:

__1. Making calls__
- Unlimited outgoing calls to any phone number in B.C.

__2. Receiving calls__
- Unlimited incoming calls from any province in Canada and from any country

And you travelled to Quebec:

__1. Making calls__
- Unlimited outgoing calls to any phone number in Quebec.
- You won't be able to make outgoing calls to any other province, including B.C.

__2. Receiving calls__
- Unlimited incoming calls from any province in Canada and from any country

### Making calls to destination outside of your home province
You'll need a Canada-wide Talk Booster add-on to make calls to other provinces or a Long Distance Talk Booster add-on to make international calls. Remember, our Booster Add-ons don’t expire after 30 days, as long as you have an active base plan. Booster add-ons can be purchased any time by logging into your Self Serve account.

### Good to know
- Booster add-ons are available with province-wide plans

With province-wide calling on Koodo prepaid you can call any location in your home province! Find out more here. 

Prepaid province-wide calling

If you’re currently a Koodo Prepaid customer and want to move your number to a provider within TELUS, we’ll automatically move your Koodo service over, so you can enjoy a smooth transition to one of our sister brands – even if your account status is expired. You’ll see the shifting without doing the lifting!
 
__Just so you know__
 
- An expired account state means your account is still active, but services are temporarily suspended because you did not top up to renew your account

- You’ll need to contact Customer Service for assistance, if you’re switching to Public or if your account status is in any other suspended state, such as blacklisted (fraud), lost, or stolen
 
- If you want to switch to a carrier outside of the TELUS network, this process can’t be applied; you’ll have to talk to your new carrier.


Enjoy a smooth transition to one of our sister brands!

Moving your number to another TELUS provider

At Koodo, our customers and our team are our top priority. We’re taking all of the appropriate safety precautions to protect and support you. Fast and reliable access to information and health services has never been more essential, and we’re here to help.  

We’re following the lead of global, national and provincial health authorities and working hand-in-hand with our Medical Advisory Board of experts in occupational health and safety, public health, TELUS Health and infectious diseases to make informed and timely decisions to help keep us all safe.

We’re also leveraging our health technology to offer virtual healthcare options that lessen the burden on the Canadian healthcare system. 

### Taking care of our customers and team members

The health and wellbeing of our customers and staff are important to us. __Before you visit__, please call ahead to confirm store hours. They may have changed due to regional health and safety guidelines. For customers who do not live near Koodo stores, all TELUS locations will be able to service Koodo customers. Find a [Koodo store.](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores) 

__Shipping update:__

Due to an increase in online order volumes, your delivery time could be delayed. Our goal is to get your items to you quickly and our warehouse is processing and shipping orders daily.  We use different shipping companies, depending on your location. 

If you’ve already placed an order, please check your tracking link provided on your shipment confirmation email to get the most accurate information.

### Koodo store services

We make every effort to protect the health and wellbeing of our customers and staff by: 

- Implementing social distancing measures, including limiting the number of customers in-store.
- Requiring that all customers wear masks
- Introducing a touchless purchase experience
- Enhanced in-store hygiene for customers and employees

Some stores may still only provide essential services, including:
- Repairs and loaner devices
- SIM card swaps and key accessories
- Activating critical new services

Before you visit, check the hours of your local store. They may have changed due to regional health and safety guidelines.

Find a [TELUS store](https://stores.telus.com/)

In addition, some third party retail stores may have opened up as per provincial guidelines, but we encourage you to call ahead before visiting or to [shop online](https://www.koodomobile.com/phones), where our teams will continue to work diligently to fulfill your order. 

If you want to make simple account changes, here are some options: 

__Koodo Postpaid__:
- [Postpaid Self Serve ](http://koodo.com/selfserve)
- Chat with [Koodo Assist](http://koodo.com/chat)<br> 
(your simple questions answered 24/7)

__Koodo Prepaid__:
- [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) 
- Chat with <a href="https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html" target="blank">Koodo Assist Prepaid</a><br> 
(your  simple questions answered 24/7)

### Staying informed

We are monitoring the COVID-19 pandemic situation closely to provide the latest news, support and guidance, and we’ll adjust our approach and practices to reflect evolving realities. 

We strongly encourage our team members and our customers to stay up to date on the situation by referring to expert sources. The situation can change rapidly, so check back often:

- [World Health Organization](https://www.who.int/news-room/q-a-detail/q-a-coronaviruses)
- [Centres for Disease Control and Prevention](https://www.cdc.gov/)
- [Public Health Agency of Canada](https://www.canada.ca/en/public-health/services/diseases/2019-novel-coronavirus-infection.html)

__How Koodo is helping customers stay connected during this time__

Koodo is supporting customers by:

* Providing flexible payment options for postpaid customers facing financial challenges because of COVID-19. We don’t want anyone to worry about not being able to pay their bill on time if they have been financially affected by the crisis.

For tips on how to keep your hands and phones away from germs, see [this article](https://www.koodomobile.com/en/help/a-cleaner-smartphone-is-a-safer-smartphone).
<br><br>


Health and safety

My Account

Keeping our customers and team safe in response to COVID-19 

You can view the details of any promo on your account by logging in to Self Serve and visiting the Overview page. In the section called “My Promotions,” you’ll be able to see:

- Your usage on promo features (e.g. data bonuses).
- The remaining portion you have left if you’re on a promo that extends multiple months.

__Just to let you know__ 
- If you don't have a promo active on your account, the “My Promotions” section won't appear.
- If you do have a promo on your account, you'll also be able to see it on the “Base Plan and Booster Add-ons” page.

### Keeping track of bonus features
If you have a bonus promo (e.g. 500 MB of data), you can further track your usage on the “Phone Services” page by clicking the “Usage Summary" tab. 

### Keeping track of discounts
If your promo is a discount (i.e. Get $5 off), you can track your usage on the “Billing” page by clicking the “Transaction History” tab.

Koodo Prepaid Customer? Here's the 101 on viewing your promos in your Prepaid Self Serve. 

Prepaid 101 - Viewing your promos in Self Serve

From time to time, we offer special promos for select customers to redeem discounts, credits, bonus add-ons (and so much more!) on their Koodo Prepaid service. These promos are redeemed using Promo Codes or they may also be Auto-load Promos (which are automatically applied offers on your base plan). Below are a few things you need to know when redeeming a promo and where you can find step-by-step instructions to apply it. 

### Just so you know:
- There can only be one promo associated with an account at a given time.
- __Changing your Base Plan__: If you have an existing promo on your account that extends over multiple months (e.g. $5 off for 3 months) and you change your plan before it ends, you may lose all associated discounts or bonus features.
- __Suspended Accounts__: If your account is suspended, and you change your plan during reactivation, you will be eligible for in-market promos. If you don’t change your plan, then you’ll be able to continue with the remainder of any promos left on your account.

### Redeeming and seeing your promos
Here are some tips to redeeming your promo either through activating or on Self Serve:

- [Apply a promo when activating your plan](https://www.koodomobile.com/help/prepaid-101-adding-promo-when-activating-your-plan "Apply a promo when activating your plan")
- [Apply a promo when changing your plan](https://www.koodomobile.com/help/prepaid-101-adding-promo-when-activating-your-plan "Apply a promo when changing your plan")
- [Promos for suspended accounts](https://www.koodomobile.com/help/prepaid-101-promos-suspended-accounts "Promos for suspended accounts")

<br>Once you’ve redeemed a promo, you can view the details and track your usage in Self Serve:

- [Viewing your promos in Self Serve](https://www.koodomobile.com/help/prepaid-101-viewing-your-promos-self-serve "Viewing your promos in Self Serve")

Prepaid Koodo customer? Here's the 101 on redeeming your promos!

Prepaid 101 - Things to know about redeeming your promos

To apply a promo when changing your plan, just follow these steps:

1. Sign in to [Self-Serve](https://prepaidselfserve.koodomobile.com/ "Self-Serve"), select "Change Base Plan" on the Overview page, select the plan you want, and scroll to the bottom of the page.

2. Under the “Promotions” header, you’ll find the promos that are currently applied to your base plan.

3. From here, you can apply a promo in the following ways:

    __Auto-load Promo__: All you need to do is select an eligible plan or a special offer. Your auto-load promo will appear under “Promotions.”

    __Promo code__: Here, you can enter your promo code. You may be prompted for a validation code if required.

      Please note that if you're already eligible for an auto-load promo, the promo code you enter here will override it. You can hit “Clear” to go back to your auto promo, if you have one. When you’re happy with your selection, hit “Apply”.

      You'll see the promo name appear to confirm when it's applied correctly.

### How do I know if my promo was successfully applied?
When finalizing a plan change, you'll get a confirmation pop-up before the changes are officially applied. Make sure to review your promo details subtotal carefully before proceeding. When you're ready, hit "Change Base Plan."

Prepaid Koodo customer with a promo? FInd out how to apply it when changing your plan here. 

Prepaid 101 - Applying a promo when changing your plan

You can now buy Koodo Prepaid SIM Cards at select Red Apple Stores and The Bargain! Shop. To find the store locations nearest to you, use the [Red Apple](https://www.redapplestores.com/locations.htm) or [The Bargain! Shop](https://www.thebargainshop.com/locations.htm) store locators. 

### Activating your Koodo Prepaid SIM Card 
You can easily activate your Koodo Prepaid SIM card [online](https://activateprepaid.koodomobile.com/). For more information about how to activate, follow our step-by-step instructions [here](https://www.koodomobile.com/en/help/activating-your-prepaid-phone).<br><br>

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

__Does Koodo have a promotion at Red Apple Stores and The Bargain! Shop?__

Yes! After you’ve renewed or topped up for your second consecutive month with Koodo, you’ll receive a $20 gift card for Red Apple or The Bargain! Shop.

__How do I get my $20 gift card?__

To be eligible for a $20 gift card to Red Apple or The Bargain! Shop, you must follow the steps below:

  1. Purchase a Koodo Prepaid SIM card at a Red Apple or The Bargain! Shop location.
  2. Activate your SIM card by following our step-by-step instructions [here](https://www.koodomobile.com/en/help/activating-your-prepaid-phone). 
  3. During the activation, make an initial payment for your first month. 
  4. Top up for your second consecutive month renewal, or have your second month renewal deducted via autopay. 

Once you’ve completed these 4 steps, the gift card will be sent to you as a barcode link in a text message __within 48-72 hours of your second month renewal__, as long as you have enough funds in your account to cover your plan amount.

__I’ve added money to my account to cover 2 or more months of my plan. When will I get my gift card?__

You’ll receive a text message with a gift card barcode __30 days after activation__, as long as your second month fees are deducted successfully.

__I lost the text message that has my gift card barcode link in it. How do I get a new one?__

If you’ve received the text message with the URL to your gift card but have misplaced or deleted the text message, please go to [Koodo Assist](http://www.koodomobile.com/prepaidchat) and type __#REDAPPLE__. Our Prepaid digital rep will be happy to help you out! 

__I forgot to top up for my second month and never received my gift card. What can I do to get it?__

As long as you complete your second month renewal before your account gets deactivated, you’ll be eligible to receive the gift card.

__I received the text message with my gift card barcode. How do I redeem it?__

Click the unique link in the text you received, and show your barcode to the cashier at checkout at any Red Apple store or The Bargain! Shop location.

__How do I check the balance on my gift card?__

To find out the balance of your gift card, you can contact Red Apple or The Bargain! Shop support [here](https://www.thebargainshop.com/giftcards.htm). 

__I received my gift card. How long will I have access to it?__

Once you receive your gift card, there is no expiry date. We suggest taking a screenshot of the barcode/gift card number and storing it in a safe place, in case the original text message is misplaced.

  </div>

Koodo Prepaid SIM Cards at Red Apple Stores & The Bargain! Shop

Koodo phones are sold at Koodo stores, Best Buy, and Wal-Mart. [Find the location nearest you.](https://www.koodomobile.com/find-nearest-store "Find the location nearest you")

### __Just so you know__
- There are no credit checks on Koodo Prepaid phones.
- Premium messages are not supported on Koodo Prepaid.

### __Returns and exchanges__
If you're not getting the results you want, Koodo offers a 15-day money back guarantee on your phone. You'll get whatever you paid for your phone back. Any other charges, however, will be your responsibility. Accessories aren't eligible for returns or refunds unless they're defective. Return your phone in its original condition with all original packaging and parts, along with a copy of your receipt, to the original place of purchase.

[Learn more about our return and exchange policy.](https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone "Learn more about our return and exchange policy.")

### __Warranty and repair policy__
[Learn about our warranty and repair policy.](https://www.koodomobile.com/help/warranty-and-repair-policy "Learn about our warranty and repair policy")

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

__To be a Prepaid customer, do I have to use a Koodo phone, or can I use my own phone?__

You can use any phone that's compatible with a tri-SIM (this is essentially any modern phone - there are very few that don't work with our SIM!)

  </div>

Thinking of getting a new prepaid phone with Koodo? Here's everything you should know before you buy a prepaid phone. 

Buying online

Before you buy

Before you buy a prepaid phone

## How to top up your account
You can top up your account by logging in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") account. 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. It’s a hassle-free way of making sure you have service each month. 

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. <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"). <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>

## Do top-ups expire? 
We try to keep things simple. Tracking too many dates is a major hassle. That's why Koodo top-ups don't expire. <br><br>

## Why top up your account?
When you top-up your account, service credits from that top-up are transferred to your account balance. Those service credits are used to purchase your selected base plan and boosters. They also apply to customer support charges for transactions performed through our call centre. By regularly topping up your account, you'll ensure you have enough service credits to renew your base plan and have uninterrupted service.

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 30-day top-ups, you can leave it to us to automatically top up your account using your registered credit or Visa Debit or MasterCard Debit card just in time for your base plan renewal.

To get started, log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") account and register your credit or Visa Debit or MasterCard Debit card. Once that's done, you can register for automatic top-ups right away while you're in your account.

You can register for automatic 30-day top-ups when you activate your Koodo Prepaid service online. Or, if you’ve already activated your service, simply register your credit or Visa Debit or MasterCard Debit card in your Prepaid Self Serve account. Once that's done, register for automatic top-ups right away while you're in Self Serve.

You can disable automatic top-ups through the __Billing__ page in your Prepaid Self Serve account. <br><br>

## How 30-day automatic top-ups work
With automatic top-ups, we’ll renew your account every month by charging you the base plan amount. 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 base plan, we’ll automatically adjust the top-up amount that’s needed. <br><br>

## Account deactivation
If you don't have a base 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 boosters. <br><br>

## Just so you know
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.

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">

__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 Self Serve account.

  </div>


Koodo prepaid customer? Find out what you need to know about topping up your account here. 

Topping up your prepaid account

### What is a Booster?
Whenever you need long distance minutes, data, or anytime minutes, you can buy a [Talk or Data Booster](https://www.koodomobile.com/prepaid-plans) add-on by logging in to Prepaid Self Serve.

__Here’s how:__

1. Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com) account
2. Select the __Base Plan & Booster Add-ons__ tab
3. Beside "Base Plan Minutes, Data & Booster Add-on(s)," select __Add Booster Add-ons__
4. From the "Available Booster Add-on(s)" dropdown menu, select the add-ons you want, then select __Add to My Order>>__
5. When you're ready to submit your order, select __Purchase Booster Add-on(s).__

Booster add-ons don’t expire. Any unused minutes or data will be carried over when you renew your base plan.*<br><br>

### Good to know
- You'll need to top-up your account balance if you don't have enough service credits to purchase your selected Boosters.
- You can always add another Booster when you're running low on your current one to make sure you’ll have uninterrupted service.
- Booster prices can be found in the ‘Base Plan & Booster Add-ons’ section

### Tracking your Booster usage
You can always see how many minutes or megabytes you have remaining in your Booster by logging into Prepaid Self Serve. Plus, when you're running low, we'll let you know by sending you a text message.

### Expiring Boosters and overage charges
Never be without your Boosters! You’ll know you’re getting low on your Boosters because we’ll text you when your Talk Booster has both 10 minutes and 0 minutes left. For the Data Booster, you’ll get a text message when you’ve used up 75% and then again at 95% usage. If you think you’ll need another Booster, go ahead and add it. As long as you have an active Base Plan on your account, your Boosters never expire, so you can use them as needed.

If your Booster runs out, you’ll have to grab another one in order to use it. You’ll never have overage charges because once your Booster runs out, that’s it. No surprises.

### Remaining minutes or data on your Booster
Make sure you have an active base plan on your account. You'll need a non-expired base plan to be able to access your prepaid services, including your Boosters.

### Using Boosters with base plans that include data
You have 30 days to use up your base plan data. Unlike our Booster add-ons, any remaining data will not be carried forward when your base plan renews every 30 days.

### How does in-plan data work with a Canada-wide data Booster add-on?
If you have both base plan data and a data Booster add-on, your base plan data will be depleted fully before Booster add-on data.

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

__1	- Why do I lose talk minutes even when I don't initiate a call?__

Talk minutes apply whenever you’re on a call, not if you initiate the call. The only time initiating a call matters is when you’re dealing with a long-distance call. If someone from outside the province calls you, you won’t be charged a long-distance fee, but if you call someone outside of the province, a long-distance fee would be applied to your bill.

__2 - What is a "Base Plan" if this is Prepaid?__

- __Base plan:__ A base plan is what keeps your account active. The base plan you choose will automatically renew every 30 days. 
- __Booster:__ A booster is an add-on that complements your base plan and does not expire. 

  __Example:__ If you need long distance minutes, anytime minutes, or data, you can add a Talk Booster or a Data Booster. Let’s say you don't have Canada-wide calling included in your plan and you need to call another province within Canada -- you can do so with a Canada-wide Talk Booster add-on.

__3 - Does the long-distance U.S. talk booster ($30 for 300 minutes) include incoming calls?__

If you’re in the U.S., it includes the incoming calls. If you’re in Canada, any __RECEIVING__ calls are your regular minutes. 

__4 - How can I add a card or add funds to my account?__

You’ll need to register for Prepaid Self Serve. A Debit card/chequing account might not be able to add funds, in which case you’ll need to purchase vouchers to add funds. Once you’re in your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account, there will be an option to add funds.

__5 - How can I remove my booster?__

A booster can’t be removed. It’ll be rolled over until it's completely used up.
  </div>

---

*Talk or Data Booster add-ons don’t expire if your account is active. Talk or Data Booster add-ons are available for use only when there's a non-expired base plan on the account. Booster add-ons will be removed from the account upon account deactivation. Anytime minutes are charged by the minute and the airtime required to connect your calls is drawn from the included minutes. All data usage will be rounded up to the nearest 10 KB. Data Booster add-ons aren’t available with BlackBerry smartphones that are not on the BlackBerry 10 operating system.


Need more minutes, texts, data? There's a booster for that! Find out everything about Koodo prepaid boosters here. 

Prepaid boosters

### Getting a Prepaid SIM card

To activate your Koodo Prepaid phone, you'll need a Koodo Prepaid SIM Card. Order one today through TELUS.com, or get one at [your nearest store](https://www.koodomobile.com/find-nearest-store "your nearest store").

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/).

### Getting another phone on Prepaid
You can buy a new phone and use the same Koodo Prepaid SIM card. No need to activate your new phone!

### Deactivating your SIM card
To deactivate your SIM card, simply stop topping up your account. Once you've been without an active base plan on your account for a full 90 days, your Koodo Prepaid SIM card will be automatically deactivated and you'll lose your phone number and any funds remaining on your account balance, including your Boosters. Once deactivated, you'll need to buy a new Koodo Prepaid SIM card to resume your service.

### Unlocking your Prepaid phone
[Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") if you want to unlock your prepaid phone. We don't unlock phones from other carriers, so make sure your phone is unlocked before bringing it to Koodo.

### Swapping your Koodo SIM
If you want to swap your SIM card, you’ll need to do so through your __Koodo Prepaid Self Serve account__ by following the instructions below. This will be a two-factor authentication (2FA) process and will require either the phone number or the email address associated with your Prepaid Self Serve account. 

1. Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/) account
2. Select the __Phone Services__ tab 
3. Select the __Change SIM Card__ tab 
4. Enter your new SIM number 
5. Choose SMS or email, depending on your preferred way to receive your one-time passcode
6. Enter the one-time passcode you received
7. Submit the information you’ve entered

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

__1 - Is it possible to transfer my Koodo Prepaid funds to a Postpaid customer?__

No, funds can’t be transferred. Your Prepaid funds simply disappear once your account falls into deactivation.

__2 - I pay for two phones - one has more data than I use, the other has no data. Can I share my data?__

No, data can’t be transferred.

__3 - I bought a new phone, and it came with a new SIM card. Do I use my old SIM or this new one?__

You can pop your old SIM card in, or register the new one, or give the new SIM to someone else.

__4 - Can I activate a Prepaid card if I don’t have an email address or internet access?__

In this case, the best option would be to go to a Koodo store and have a rep activate the card for you. 

  </div>


Want some information on Koodo prepaid SIM cards? Find out what you need to know here.

Prepaid SIM cards

__If you activated your phone online,__ you're already registered for Prepaid Self Serve. Log in using the email and password you chose when you activated your phone.

__If you activated in-store,__ registration only takes a few minutes. All you need is:

- Your email address
- Your Koodo Prepaid phone number

During the registration process, a 4-digit code will be sent to your Koodo phone for validation. Enter this code as shown in the text message to continue with the registration process.

[Register for Prepaid Self Serve now.](https://prepaidselfserve.koodomobile.com/ "Register for Prepaid Self Serve now")

New Koodo prepaid customer? Learn how to register for Prepaid Self Serve here. 

Registering for prepaid Self Serve

<br><br>
# Welcome to Koodo!
<br><br>

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. You’ll also receive your first SMS with your new PIN. Use your Account PIN XXX when you dial __* 611__ to easily review account details, register for Automatic Top, and more, or, when you schedule a callback with a Koodo rep over the phone.

2.  The next day, you’ll receive your phone number by text. 

3. To change your preferred language (default English) on your account, set up a callback by visiting [www.koodo.com/chat](http://www.koodo.com/chat)

4. If you want to change your phone number, register for a Prepaid Self Serve account at [koo.do/kprepaid](https://telusidentity.telus.com/as/authorization.oauth2?response_type=code&client_id=01786d92-7f47-4397-8dcd-fc6948320526&state=RUoQhxvRjQOI0kzSK2Sd1QyV&response_mode=query&redirect_uri=https://prepaidselfserve.koodomobile.com&nonce=pQK99zBQCsgh0vfXZ-NtIWJv&scope=1965%201966%201967%201968%201969%201970%201971%201972%201975%201977%201979%201995%20S-1%20email%20openid%20profile) 

5. Before your 30-day trial ends, keep the happiness rolling with exclusive deals and your choice of prepaid and postpaid plans.

__Pro Tip:__ Get a friend to help you out by giving them a call and having them check their phone for your number.

## 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 account [here](https://prepaidselfserve.koodomobile.com/)
2. Under “Profile,” select __Change Number__ then __Select a new 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 - you can __continue__ with Koodo Prepaid service by topping up or __switch__ to a monthly Postpaid Koodo service. Find out how [here](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service).

__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).

<div class="collapsible">
  <h3> Continue with Koodo Prepaid service </h3>
</div>
<div class="content">

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.

## Once you have a Self Serve account, you can choose from three top-up options:

__1. Credit or Debit card:__ Register a Canadian credit or Visa Debit card on [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com/). You can also register for automatic 30-day top-ups. It’s a hassle-free way of making sure you have service each month.

__2. Top-Up Voucher:__ Koodo Prepaid top-up vouchers are available in [stores across Canada](https://www.koodomobile.com/prepaid-vouchers).

__3. Instant Top-Up:__ Tell the cashier your phone number and your top-up amount ($10 - $100) 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).

  </div>


Koodo Mobile Trials

If your Prepaid phone is lost or stolen, you should suspend your service right away.

### __Here's how to do it quickly:__

- Log in to your [Prepaid Self Serve](https://prepaidselfserve.koodomobile.com "Prepaid Self Serve") account.
- Select the __Profile__ tab.
- Select __Report Lost / Stolen Phone__ in the __Lost or Stolen Phone__ section.

You can also [Contact Us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "Contact Us") to suspend your service. Just so you know, charges may apply for this call.

If your Koodo prepaid phone was lost or stolen, you should suspend it right away. Here's how to do it. 

Got a Q? We have the A.

Need more help?