If you’re an existing customer looking to upgrade to a new phone on the Tab** and you like the rate plan that you have, your current plan might be eligible for a renewal on certain Tabs. Eligibilities may change.

Check out the chart below to see the rate plan options available to you. Remember to always check back on __Self Serve__ to see if there are any exclusive offers waiting for you.

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

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
.tg td{font-size:14px;padding:10px 5px;border-style:solid;border-width:1px;overflow:hidden;word-break:normal;border-color:black;}
.tg th{font-size:14px;font-weight:normal;padding:10px 5px;border-style:solid;border-width:1px;overflow:hidden;word-break:normal;border-color:black;}
.tg .tg-baqh{text-align:center;vertical-align:top}
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<table class="tg">
  <tr>
    <th class="tg-nrix" colspan="3"><span style="font-weight:bold">Nationwide</span></th>
  </tr>
  <tr>
    <td class="tg-nrix"><span style="font-weight:700">Tab size selected for upgrade</span></td>
    <td class="tg-nrix"><span style="font-weight:700">If my current plan is…</span></td>
    <td class="tg-nrix"><span style="font-weight:700">Then, in most cases, I…</span></td>
  </tr>
  <tr>
    <td class="tg-nrix">No Tab</td>
    <td class="tg-nrix"> - </td>
    <td class="tg-nrix">Can keep my current plan</td>
  </tr>
  <tr>
    <td class="tg-nrix" rowspan="2">Tab Basic</td>
    <td class="tg-nrix">Lower than $39*/month</td>
    <td class="tg-nrix">Need to change to a current <br><a href="https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans">Tab Basic Plan</a></td>
  </tr>
  <tr>
    <td class="tg-baqh">$39*/month or higher</td>
    <td class="tg-baqh">Can keep my current plan</td>
  </tr>
  <tr>
    <td class="tg-baqh" rowspan="2">Tab Mid/Plus</td>
    <td class="tg-baqh">Lower than $39*/month</td>
    <td class="tg-baqh">Need to change to a current <br><a href="https://www.koodomobile.com/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans">Tab Mid/Plus Plan</a></td>
  </tr>
  <tr>
    <td class="tg-baqh">$39*/month or higher</td>
    <td class="tg-baqh">Can keep my current plan</td>
 </tr>
 </table>

When making the choice to either keep or change your plan when you upgrade, please carefully review the features that are included in your current plan and in the new plan - to make sure you’re Choosing Happy!

### Changing your plan
Current plan not working for you? No worries. [Check out our other rate plans](https://www.koodomobile.com/rate-plans?INTCMP=KMNew_BodyMenu_Shop_Plans "Check out our other rate plans") to find a better fit. Our rate plans vary based on your Tab type and region.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.<br><br>

__Heads up!__ Some plans may still be unavailable despite meeting the threshold.

---
** Subject to account credit status.   
&ast; Not including add-ons or monthly Tab charge.

<br><br>
__Related help pages:__

- [Upgrading your phone](https://www.koodomobile.com/en/help/upgrading-your-phone)
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [The Tab and your monthly bill](https://www.koodomobile.com/en/help/tab-and-your-monthly-bill)
- [Redeeming your Koodo promo code](https://www.koodomobile.com/en/help/redeeming-your-koodo-promo-code)
- [Viewing and downloading your Customer Service Agreements (CSA)](https://www.koodomobile.com/en/help/viewing-and-downloading-your-customer-service-agreements-csa) 

Thinking about upgrading your phone with Koodo? Find out about keeping or changing your plan when you upgrade.

Managing mobile services

Mobility

Upgrading

Keeping or changing your plan when you upgrade your phone

### What is Wireless Public Alerting / Alert Ready?

[Alert Ready](https://www.alertready.ca/ "Alert Ready") is a service designated to deliver critical, potentially lifesaving alert messages to Canadians.

The system was developed in partnership with federal, provincial, and territorial emergency management officials, Pelmorex Corp, the broadcast industry, and wireless service providers, including Koodo, to ensure you receive emergency alerts immediately and know when to take action to keep you and your family safe.  

Beginning April 6, 2018, Koodo and all Canadian wireless service providers will be required to broadcast emergency alerts received from alerting authorities directly to consumers’ [WPA compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "WPA compatible wireless devices") using Cell Broadcasting distribution.

Wireless service providers will only receive and broadcast alerts that are issued for __threat to life situations.__

Emergency alerts intended for wireless devices are issued to a defined geographic area, which can be as small as a few city blocks, so that only people in the defined area receive the emergency alerts. The defined area is selected by the alerting authorities. [Compatible wireless devices](https://www.koodomobile.com/help/wireless-public-alerting-compatible-devices "Compatible wireless devices") in the targeted area, including devices that are roaming, will receive the emergency alerts within seconds of alert issuance, provided the devices are powered on and connected to the LTE cellular network. If you're travelling outside of Canada to a country that has a functional wireless alerting service, you may receive alerts issued to the geographic location you're in.

You __can't opt out__ of receiving threat-to-life emergency alerts.<br><br>

### What do wireless public alerts look like?

While the alerts may look like text messages, they're not text messages and are not billed like text messages, nor do they count towards data usage. Emergency alerts begin with a distinct sound, known as the Canadian Alert Attention Signal, and may also cause the device to vibrate.

On compatible wireless devices, the emergency alert will display an __EMERGENCY ALERT/ALERTE D’URGENCE__ banner with information describing the situation and instructions on what actions to take and where to learn more. At the top of each emergency alert, the issuing government agency will be clearly indicated.

As a general rule, emergency alerts will only be issued once. In the event that the issuing government has an update to the original alert, you'll receive updated alert messages.

__Note:__ On November 20, 2024, you'll receive a test alert that allows the government to ensure the system is working as expected. The test alert text will clearly indicate that it's a __test alert.__

If you're a person with a sight or hearing disability, alternate formats of emergency alert can be issued. Emergency alerts may be read to the recipient, if their device supports this accessibility feature, and the vibration feature that accompanies emergency alerts sent to wireless devices will help make hearing-impaired persons aware of alerts. For more information on accessibility features, contact your device manufacturer.

For more information, take a look at these [frequently asked questions](https://www.koodomobile.com/help/alert-ready-frequently-asked-questions "frequently asked questions").

Alert Ready sends emergency alerts to your phone. Find out more about Wireless Public Alerting here.

Alert Ready / Wireless Public Alerting (WPA) 

Redeem up to 6 months free of Apple TV+ and Apple Arcade! Learn more about your eligibility, the terms and conditions, how you can redeem this offer, and more!

<div class="collapsible">
  <h3> Redeem 6 months free of Apple TV+ and Apple Arcade </h3>
</div>
<div class="content">

To receive a 6-month free trial of Apple TV+ and Apple Arcade, you must meet the eligibility criteria stated below and redeem the offer as outlined in “Koodo Exclusive Extended Trial” and “Apple Promo Offer.” 

The trial provided via the “Koodo Exclusive Extended Trial” and “Apple Promo Offer” are stackable. If you’re eligible for both offers, your trial will total 6 months free of both Apple TV+ and Apple Arcade.

You may redeem “Koodo Exclusive Extended Trial” and “Apple Promo Offer” simultaneously and in any order you wish. We highly recommend redeeming “Koodo Exclusive Extended Trial” and “Apple Promo Offer” as soon as they’re available to you. Both the “Koodo Exclusive Extended Trial” and “Apple Promo Offer” expire and are available for a limited time. 

__Heads up!__ If you don’t redeem the offer within the expiry window, you won’t receive the option for a free trial.
  </div>

<div class="collapsible">
  <h3> Koodo-Exclusive Extended Trial: Redeem 3 months free of Apple TV+ and Apple Arcade through Koodo SMS/Text Message </h3>
</div>
<div class="content">

When you purchase __any__ iPhone or iPad at Koodo, you’ll be eligible to receive a 3-month free trial of Apple TV+ and Apple Arcade. An SMS with unique URLs will be sent to the primary phone number on your account within 30 days of purchase. You’ll receive two URLs: 

- __First URL__: will be required to redeem 3 months free of Apple TV+
- __Second URL:__ will be required to redeem 3 months free of Apple Arcade

Only one Koodo Exclusive Extended Trial can be redeemed per customer. This means that once you have used your Koodo Exclusive Extended Trial code, you will not be able to redeem any other Koodo Exclusive Extended Trial codes you may receive for other purchases of iPhones and/or iPads.

Redemption requires an Apple ID with a payment method on file. You may cancel at any time. 

__Heads up!__ After the applicable promotion period, Apple TV+ and Apple Arcade will automatically renew for CAD $5.99/month __each__ until canceled. For __Quebec__ customers, Apple TV+ and Apple Arcade __will not__ automatically renew after the applicable promotion period. 

  </div>

<div class="collapsible">
  <h3> Apple Promo Offer: Redeem 3 months free of Apple TV+ and Apple Arcade through iPhone apps </h3>
</div>
<div class="content">

When you purchase a __new__ iPhone or iPad at Koodo, you may be eligible to receive a 3-month free trial of Apple TV+ and Apple Arcade. If eligible, you can find this offer located within your __new__ iPhone:

- __Apple TV+:__ the Apple TV app and/or your Settings app.
- __Apple Arcade:__ open the App Store, then tap or click Apple Arcade.

Terms & conditions for receiving a 3-month free trial of Apple TV+ and Apple Arcade include:

__Apple TV+__

- Only one offer per family, regardless of number of devices purchased. You can share your Apple TV+ subscription with up to 5 other family members via Family Sharing.
- The 3-month free Apple TV+ offer is not available if you or your family have previously accepted the Apple TV+ one-year free offer.
- Offer cannot be combined with Apple One.
- Make sure your device is running the latest iOS, iPadOS, tvOS, or macOS.
- Offer must be claimed in the Apple TV app or Settings App within 3 months after first setting up your new device. To see the offer appear, you’ll need to sign in with your Apple ID on your new device.

__Apple Arcade__

- Only one offer per family, regardless of number of devices purchased. You can share your Apple Arcade subscription with up to 5 other family members via Family Sharing.
- The 3-month free Apple Arcade offer is not available if you or your family have previously accepted the Apple Arcade 3-month free offer.
- Offer cannot be combined with Apple One.
- Make sure your device is running the latest iOS, iPadOS, tvOS, or macOS.
- Offer must be claimed by clicking on Apple Arcade in the App Store within 3 months after first setting up your new device. To see the offer appear, you’ll need to sign in with your Apple ID on your new device.

Only one Apple Promo Offer can be redeemed per customer. This means that once you have used your Apple Promo Offer, you will not be able to redeem any other Apple Promo Offers you may receive for other purchases of iPhones and/or iPads.

Redemption requires an Apple ID with a payment method on file. You may cancel at any time. 

__Heads up!__ After the applicable promotion period, Apple TV+ and Apple Arcade will automatically renew for CAD $5.99/month __each__ until canceled. For __Quebec__ customers, Apple TV+ and Apple Arcade __will not__ automatically renew after the applicable promotion period.

Learn more about offer [terms & conditions](https://www.apple.com/ca/promo/).

  </div>

<div class="collapsible">
  <h3> Terms & Conditions/Legal </h3>
</div>
<div class="content">

Offer expires March 31, 2022. Offer of up to 6 months free of Apple TV+ and Apple Arcade consists of a 3-month Apple TV+ and Apple Arcade offer provided by Apple (“Apple Promo Offer”) and a 3-month Apple TV+ and Apple Arcade offer provided exclusively by TELUS/Koodo (“TELUS/Koodo Exclusive Extended Trial”). Offer subject to change without notice. Apple Promo Offer only available for customers who have not previously redeemed a free Apple TV+ offer through Apple. Only one Apple Promo Offer can be redeemed per customer. The TELUS/Koodo Exclusive Extended Trial is offered exclusively by TELUS/Koodo and is available to any TELUS/Koodo customer upon purchase of an iPhone and/or iPad. Only one TELUS/Koodo Exclusive Extended Trial offer can be redeemed per customer. The TELUS/Koodo Exclusive Extended Trial can be combined with Apple Promo Offer (if customer is eligible to receive Apple Promo Offer) and used consecutively to receive 6 months free of Apple TV+ and Apple Arcade. To redeem the TELUS/Koodo Exclusive Extended Trial, an SMS with unique URLs will be sent to the primary phone number on your account within 30 days of purchase.  Unique URLs will expire on June 30th 2022. The code provided by TELUS/Koodo is a promotional code and is not for resale, has no cash value, and will not be replaced if lost or stolen.  Valid only for Apple TV+ and Apple Arcade in Canada. Requires Apple ID with payment method on file. Apple TV+ and Apple Arcade will automatically renew after the applicable promotion period for CAD $5.99/month and CAD $5.99/month until canceled. Apple TV+ and Apple Arcade will not automatically renew after the applicable promotion period for Quebec customers.

Additional Terms and Apple Privacy Policy apply; see the applicable terms for your country at [https://www.apple.com/legal/internet-services/itunes/](https://www.apple.com/legal/internet-services/itunes/). Must be 13+ years old and in Canada. Compatible products and services required. 

Apple TV+ is a registered trademark and Apple Arcade is a registered service mark of Apple Inc. Apple is not a sponsor of the TELUS/Koodo Exclusive Extended Trial.

  </div>

<div class="collapsible">
  <h3> More information on Apple TV+ and Apple Arcade </h3>
</div>
<div class="content">

To learn more about Apple TV+ and Apple Arcade, please visit the following sites:

- [Apple TV+](https://www.apple.com/ca/apple-tv-plus/)
- [Apple Arcade](https://www.apple.com/ca/apple-arcade/?itscg=10000&itsct=arc-0-apl_hp-lrn_tle-apl-ref-210820)

  </div>

Apple TV+ & Apple Arcade Trial

Apple TV+ and Apple Arcade - exclusive offer

Get a Lenovo Chromebook 300e for free when you purchase a Motorola one 5G ace! Get answers to frequently asked questions, and learn more about your eligibility, the terms and conditions, how you can redeem this offer, and more.

<div class="collapsible">
  <h3> What are the eligibility requirements for the free Lenovo Chromebook 300e? </h3>
</div>
<div class="content">

If you purchase a Motorola one 5G ace from Koodo and Koodo-authorized dealers, including both retail and online stores, between November 18, 2021 and January 4, 2022, on a minimum two-year term, you are eligible to receive a Lenovo Chromebook 300e. Outright Motorola One 5G purchases are not eligible, and a minimum two-year contract is required. This offer is available while supplies last. TELUS and Motorola reserve the right to remove or amend the offer at any time without notice.

Please see the __terms and conditions__ below.

  </div>

<div class="collapsible">
  <h3> How many Lenovo Chromebook 300e units can I redeem? </h3>
</div>
<div class="content">

You can redeem 1 (one) Lenovo Chromebook 300e for every one (1) Motorola one 5G ace purchased from an eligible retailer within the program dates.
  </div>

<div class="collapsible">
  <h3> How can I redeem my Lenovo Chromebook 300e? </h3>
</div>
<div class="content">

To redeem your Lenovo Chromebook 300e, you’ll need to go to [https://registeryourpurchase.com/](https://registeryourpurchase.com/) and complete the registration form before February 3, 2022 at 11:59:59 PM ET.
  </div>

<div class="collapsible">
  <h3> What will I need to complete the registration form? </h3>
</div>
<div class="content">

Here’s what you need to fully complete the online form at [https://registeryourpurchase.com/](https://registeryourpurchase.com/): 

- First Name
- Last Name
- Delivery Address (P.O. Boxes are not eligible)
- City
- Province
- Postal Code
- Email address
- Phone number
- Place/channel of purchase
- Date of purchase 
- The Motorola one 5G ace device IMEI number 

1. Select __Submit__ to register your purchase. 
2. You’ll receive an email to the account provided to confirm we’ve received your claim. 

  </div>

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

The IMEI (International Mobile Equipment Identity) number is the unique code that identifies your phone. 

You may need it if you contact Support regarding a warranty, and it’s important to have it in case your phone is stolen.

  </div>

<div class="collapsible">
  <h3> Where can I find my Motorola one 5G ace IMEI? </h3>
</div>
<div class="content">

You can find the IMEI number in these places:

1. On your device, through the Dialer app:
- In the Phone Dialer app, dial *#06#. A screen with the IMEI and serial number will appear. 

2. On your device, through the __Settings__ icon
 - Select __Settings__
 - Select __About phone__
 - Select __IMEI__

3. On the box
- The retail box of your Motorola one 5G ace will have a white sticker with several codes printed on it, including the IMEI number.
  </div>

<div class="collapsible">
  <h3> How will I know if my registration has been approved? </h3>
</div>
<div class="content">

Once your claim has been validated, you’ll receive an email 6-8 weeks after the purchase date informing you of your status change. 

If you’ve been approved, your Lenovo Chromebook 300e will be shipped out 8-10 weeks after your purchase date. 

If your claim has not been approved, we’ll contact you to review your submission details and to provide instructions on how to proceed. If required, you’ll have until February 3, 2022 at 11:59 PM Eastern Time to resubmit your claim.

  </div>

<div class="collapsible">
  <h3> How long before I get my Lenovo Chromebook 300e? </h3>
</div>
<div class="content">

Your new Lenovo Chromebook 300e will be shipped 8-10 weeks after you register your purchase at [registeryourpurchase.com](https://www.registeryourpurchase.com). Once your purchase has been validated, you’ll receive an email with the shipping information, including the tracking number. 

You’ll receive your Lenovo Chromebook 300e by March 4, 2022.

  </div>

<div class="collapsible">
  <h3> I need to update the information on my registration form, i.e. incorrect shipping address, email address, or phone number. How can I do this? </h3>
</div>
<div class="content">

To update your information, you can contact us through Motorola Customer Service at 1-800-461-4575. 

__Route:__ Press 1 --> Press 1 --> Press 1. You'll be routed to an agent, who will help. 

__Monday – Friday__ 8:00AM – 11:00PM ET

__Saturday – Sunday__ 10:00AM – 7:00PM ET
  </div>

<div class="collapsible">
  <h3> What should I do if I don’t receive my LenovoChromebook 300e? </h3>
</div>
<div class="content">

Your Lenovo Chromebook will ship out 8-10 weeks after you register. You will receive a confirmation email with the tracking information to check on delivery status. 

If you don’t receive the package within 2 weeks of the shipment release, please contact Motorola Customer Service at 1-800-461-4575.

__Route:__ Press 1 --> Press 1 --> Press 1. You'll be routed to an agent, who will help.

__Monday – Friday__ 8:00AM – 11:00PM ET

__Saturday – Sunday__ 10:00AM – 7:00PM ET
  </div>

<div class="collapsible">
  <h3> What can I do if I need help with my Lenovo Chromebook 300e? </h3>
</div>
<div class="content">

You can contact Motorola Customer Service at 1-800-461-4575.

__Route:__ Press 1 --> Press 1 --> Press 1. You'll be routed to an agent, who will help.

__Monday – Friday__ 8:00AM – 11:00PM ET

__Saturday – Sunday__ 10:00AM – 7:00PM ET

  </div>

<div class="collapsible">
  <h3> What is the warranty of my Lenovo Chromebook 300e? </h3>
</div>
<div class="content">

For warranty policies and service requests, click [here](https://pcsupport.lenovo.com/ca/en/warrantylookup?IPromoID=LEN302621#/).
  </div>

<div class="collapsible">
  <h3> What if my Lenovo Chromebook 300e is damaged during shipping? </h3>
</div>
<div class="content">

You can contact Motorola Customer Service at 1-800-461-4575.

__Route:__ Press 1 --> Press 1 --> Press 1. You'll be routed to an agent, who will help.

__Monday – Friday__ 8:00AM – 11:00PM ET

__Saturday – Sunday__ 10:00AM – 7:00PM ET
  </div>

<div class="collapsible">
  <h3> I need help with my Motorola one 5G ace. </h3>
</div>
<div class="content">

You can contact Motorola Customer Service at 1-800-461-4575.

__Route:__ Press 1 --> Press 1 --> Press 1. You'll be routed to an agent, who will help.

__Monday – Friday__ 8:00AM – 11:00PM ET

__Saturday – Sunday__ 10:00AM – 7:00PM ET

  </div>

<div class="collapsible">
  <h3> The Legal Stuff/Terms & Conditions </h3>
</div>
<div class="content">

1. Valid only on the purchase of the Motorola one 5G ace from Koodo and Koodo-authorized dealers, including retail stores and online, between November 18, 2021 and January 4, 2022 on a minimum two-year term (outright purchases are not eligible). Offer must be redeemed online by February 3, 2022 at 11:59:59 PM ET. Not valid on prior purchases. Offer is non-transferable and not redeemable for cash or credit and/or may not be combined with any other Motorola promotional offers, rebates, coupons or discounts. Not available to resellers.

2. __Gift with purchase:__ Lenovo 300e Chromebook 2nd Gen (11.6”, AMD) (Approximate retail value: $449). Please allow 8-10 weeks for shipment from receipt of complete and valid required information/documents.

3. Limit of one (1) gift with purchase per device purchased. Decisions regarding eligibility to receive gift with purchase in situations of combined offers are to be made in the sole discretion of Motorola, whose decision is final and binding.

4. Online redemption only; a valid email and Canadian mailing address is required and will not ship to P.O. boxes. To redeem the gift with purchase, visit [https://registeryourpurchase.com](https://registeryourpurchase.com) and enter the following information: your name, mailing address, city, province, postal code, phone number, email address, place of purchase, and IMEI number.

5. The following products are not eligible for this promotion:

  __a.__ Products purchased or acquired in used or refurbished condition, or through warranty or insurance claims;

 __b.__ Products that were acquired as demo units or provided without cost for training purposes to employees; or

  __c.__ Products returned to the point of sale.

6. Promotional offer is valid only for legal residents of Canada, age 18 or older, and shall be construed and evaluated according to the Canadian laws. Void where prohibited by law.

7. Individuals and organizations with a business-to-business account with Koodo may also redeem this offer.

8. Failure to properly submit all required information/documentation will result in such claim being rejected. Participants will be notified by email if their claim has been rejected, stating the reason for the rejection. A participant may re-submit the claim with corrected or supplemented information/documentation prior to January 19 2022, at 11:59 PM Eastern Time if the claim is rejected at the first time. Incomplete or illegible redemptions, including those with incomplete or unverifiable proof of purchase, will be considered invalid and ineligible. All submissions become the property of Motorola and will not be returned. By registering for this promotion, you agree to receive email notifications regarding the status of your enrollment.

9. Available while supplies last. Koodo and Motorola reserve the right to remove or amend the offer at any time without notice.

10. Motorola is not responsible for problems related to computer systems, hardware, software, or equipment, or for programming associated with the promotion or utilized by the consumer, or for other errors, failures or interruption in computer transmissions, communication networks, the website, or network connections, or for any other technical or non-technical error or malfunction.

11. User must establish and maintain service and be in good standing with the carrier at the time you submit your registration on [this site](https://registeryourpurchase.com).

12. Warranty and applicable support is provided directly from the manufacturer, once the product is delivered under standard manufacturer warranty terms.

13. Motorola’s Privacy Policy is located [here](https://www.motorola.ca/legal/privacy-policy).

  </div>

Gift with purchase

Motorola one 5G ace + gift with purchase FAQs

Learn about shipping alternatives and support during the Canada Post strike.

Canada Post has been issued a 72-hour strike notice by the union on November 12, 2024. This means that Canada Post workers will be in a strike situation effective __November 15, 2024__. This may impact any new Koodo orders. 

<div class="collapsible">
  <h3> Shipping for new orders </h3>
</div>
<div class="content">

All orders will ship via an alternate courier (such as UPS, Purolator) with some exceptions:

- __PO Box:__ Is unique to Canada Post 

- __Rural Route:__ Some locations require Canada Post for last mile delivery

__Important:__ To avoid your shipment being held until the labour disruption is over, do not use a PO Box or a Rural Route address. Please use an alternate address.
  </div>

<div class="collapsible">
  <h3> PO Box and Rural Route addresses </h3>
</div>
<div class="content">

If you have placed an order using a PO Box and Rural Route address and require support to change it, please visit [koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) to schedule a callback, and a rep can update your order.

__Note:__ Please have your order number and an alternate shipping address ready.
  </div>

<div class="collapsible">
  <h3> Impact on bill payments </h3>
</div>
<div class="content">

The potential Canada Post service disruption may delay the delivery of mail, including paper bills and cheque payments. Please note that payment due dates will remain unchanged despite any delivery delays caused by the disruption.

To avoid mail delays and ensure timely payments, we encourage you to take advantage of our convenient self-serve options through [Koodo Self Serve](https://www.koodo.com/selfserve):

- Make a one-time payment or set up pre-authorized payments. Please visit the [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill?search_api_views_article_search_fulltext=how%20to%20pay%20your%20bill) support article for more payment options.

- [View and download bills](https://www.koodomobile.com/en/help/viewing-and-downloading-your-bills) from the past 18 months.

- [Understand how eBill works](https://www.koodomobile.com/en/help/go-paperless-e-bill) and manage your preferences and notifications. 

  </div>

<div class="collapsible">
  <h3> Returns</h3>
</div>
<div class="content">
  During the time Canada Post outlets remain closed, please hold on to any returns for mobile, security, TV, or internet products. Once they reopen, you can use the return waybill you were given and follow the returns process provided. There will be no penalty for late returns.
</div>

<br><br>__Related help pages:__
- [Why does Koodo use E-Bills?](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [How to pay your bill](https://www.koodomobile.com/en/help/how-pay-your-bill)
- [Shipping and delivery](https://www.koodomobile.com/en/help/shipping-and-delivery)


Shipping and delivery

Canada Post labour disruption

Learn how you can request a rate plan or offer change during your return period.

<div class="collapsible">
  <h3>  What is a rate plan or offer change during the return period? </h3>
</div>
<div class="content">

If you find a better rate plan advertised by Koodo within 30 days of activating or renewing over the phone or online — or within 15 days if you did so at a Koodo store, independent dealer, or retailer — and you're unable to switch plans online, just let us know. You can request to change to the new plan using __the form at the end of the page.__

Keep in mind that any eligibility requirements for the new offer will still apply. Koodo may verify the price and eligibility as part of this process.

  </div>  

<div class="collapsible">
  <h3> Who can apply for a rate plan or offer change during the return period? </h3>
</div>
<div class="content">

Rate plan or offer changes during the return period are available for Koodo postpaid customers. 

__Note:__ To get this offer, you must meet the specific eligibility requirements of the offer you are requesting and you must be within your return period. The return window for customers who’ve just activated or upgraded to a new smartphone is:

- Within 30 days for purchases made on koodomobile.com or over the phone with Koodo.

- Within 15 days for purchases made at a Koodo store, independent dealer or retailer.

__Heads up!__ Some offers have a Minimum Service Charge or are only available if you bring your own device. Koodo may verify eligibility criteria to qualify you for the requested offer or rate plan.

  </div>

<div class="collapsible">
  <h3> What does and does not qualify for a rate plan or offer change request? </h3>
</div>
<div class="content">

__A change request can be submitted if:__

1. You find a better rate plan offer advertised by Koodo

2. You meet the eligibility criteria and are within the money-back guarantee period

It’s only for current Koodo rate plan offers on your smartphone—not for other services or connected devices. Some offers may have a Minimum Service Charge or be available only if you bring your own device.

Also, we can’t process offers for free gifts or product upgrades through this form.

__Heads up!__ Koodo doesn’t match offers from other retailers or competitors.
  </div>

<div class="collapsible">
  <h3> When will my new rate plan or offer take effect? </h3>
</div>
<div class="content">

We'll review your submissions to make sure it meets the eligibility requirements. If approved, your change might take up to 15 business days to process.

__Heads up!__ Any approved rate plan changes will be backdated to the start of your current billing cycle. Any offers or credits will be applied on the processing date (which could be up to 15 business days after you submit your request) and will continue based on the terms of the offer.

  </div>

<div class="collapsible">
  <h3> Start your rate plan or offer change request </h3>
</div>
<div class="content">
  <div id="request-rpc-offer-change-container">
  <div id="login-content">
You’ll need to be logged in to Self Serve before you can start this process. Once you log in, return to this page section and you’ll see a form where you can fill out the request. Don’t have a Self Serve account yet? <a href="https://www.koodomobile.com/en/help?autobots=rollout&reg=true" id="request-rpc-offer-change-registration">You can register through Koodo Assist.</a>
    <div id="login-container">
      <a id="login-text" class="KDS_Button-modules__primary___2hYEU KDS_Button-modules__button___iH8KX">Login</a>
    </div>
  </div>
    <div id="request-rpc-offer-change-form-container">
  Please select the phone number associated with the rate plan you’re looking to change.

__Note:__ You can only submit one request at a time using this form. However, you can submit the form multiple times for different phone numbers.

__Mobility Plan / Services__
      <div id="request-rpc-offer-change-form">
      </div>
    </div>
  </div>
  </div>


Billing & payments

Returns and exchanges

Request a rate plan or offer change during your return period

Can't find your answer in [Self Serve](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005d&cid=telDM606696&bid=532720001)? Skip the wait.

Your questions deserve instant answers, and Koodo Assist is here to help with them. Our digital assistant will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. 

See Prepaid Koodo Assist in action at [koodomobile.com/prepaidchat](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005e&cid=telDM606696&bid=532720001). 

If you're a postpaid customer (on a monthly service), you can visit Koodo Assist at [koodomobile.com/chat](http://koodomobile.com/chat). 

## How can Koodo Assist help me?

- Koodo Assist is a digital rep that is available 24/7.

- It gets you answers to questions about your Koodo service instantly on your mobile device or desktop

- It's quick, easy to use, will answer almost any Koodo-related question 

- It can help you manage your Koodo account by performing account transactions, such as checking your account balance, resetting your account password, and topping up your data.

- If you need further assistance from a live rep, you can schedule a callback. You get to choose the time, and you can book one for the next day if we’re closed

## Getting started

__Important:__ In case you don’t see the yellow Koodo Assist icon or window at the bottom right of the “Help” home page, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [https://www.koodomobile.com/help](https://www.koodomobile.com/en/help) for help.

Koodo Assist is available on various pages of our website. Whenever you see the yellow Koodo Assist icon at the bottom right, click it to launch our digital rep.

__Note:__ For your security, you'll be prompted to log into your Koodo account before we provide any account-specific information. If you’re already logged in you’re just one click away from getting quick help from Koodo Assist. We won't ask you to enter all your info again.

## Helpful tips

- Keep your question short and simple. Our digital rep can recognize keywords to understand your question.

   __Examples:__

   “How much is my bill?”

   “Add Easy Roam”

   “What is my current usage?”<br><br>

   At times, you may be asked to click on a button to get more info or to move on to the next step.<br><br>

 ![Koodo Assist Button EN](//images.ctfassets.net/8cecwr1x4jkf/2Sa3hLd6dyIVpgxYEMiRg8/c75e199d75f5a96e281a27c1cebe0056/Koodo_Assist_Buttons_EN.jpg?w=500) 

- Bookmark koodo.com/chat for easy access in the future

<div class="collapsible">
  <h3> Frequently asked questions (FAQ) </h3>
</div>
<div class="content">

__How can Koodo Assist help me?__

Koodo Assist will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. For the best experience, make sure to log in to your Koodo account and provide your phone number when prompted at the start of the session.<br><br>

__Which languages can our digital rep understand?__

Koodo Assist is fluent in both English and French. The assistant defaults to your preferred language on koodo.com. To change your preferred language, go to koodo.com on your mobile device or desktop and click the language/region selector next to the Login link.<br><br>

__Do I have to log in to my Koodo Self Serve account to use Koodo Assist?__

To access account-specific information: Yes, you must log in to your Koodo Self Serve account for your security.

To ask general questions: No, you don't need to log in to your Koodo Self Serve account.<br><br>

__I don’t have a Koodo Self Serve account. Can I still use Koodo Assist?__

Yes, Koodo Assist is still able to provide general information without requiring you to log in to Koodo Self Serve.<br><br> 

__I am not a Koodo customer. Can I still use Koodo Assist?__

Yes. Our digital rep helps with account questions and transactions, but it can also answer general questions.<br><br>  

__Why are you asking me to sign in and for my phone number?__

This helps our digital rep provide a better experience. When you’re signed in, it can access your account and provide you with information that’s specific to your services.<br><br>

__What if I missed my scheduled callback?__

You’ll receive a text message notifying you when you're about to receive your callback. We always make 2 attempts to reach you, so if you miss one, don't worry - we'll try calling you again.<br><br>

__Why am I not receiving my scheduled callback?__

Make sure you haven't blocked the following Koodo phone numbers, either on your phone or with our Call Control feature: 

- 1-866-995-6636 
- 1-855-509-5413

If you’re still not receiving the callback, please consider rescheduling it to a different number.<br><br>

__Why don’t you have a phone number?__

As a digital-first brand, 100% of the support we offer begins online. Whether it's managing your account or finding answers to your questions, all of our support tools are available through our website 24/7. Just scroll this page for all the handy options. 

If you've tried all the support options but you still need help from a live rep, rest assured that Koodo Assist is here to lend a helping hand and can even schedule a callback for you, so you don’t have to wait on hold.

  </div>

Other

My Account

Koodo Assist FAQs

If you’re not happy with the phone you purchased, you can return the phone for an exchange or refund provided that you meet the following conditions:

- The phone is in like-new condition in the original packaging   
- You show proof of purchase
- Accessories are excluded unless they’re defective

Additionally, if your usage exceeds any one of the following limits, you can still return or exchange your device, but you’ll be responsible for your bill:

- 30 minutes of talk time (local and/or long distance)
- 50 text messages (incoming and outgoing)
- 50 MB data

When your device is returned within the return period, any Tab and/or Tab Bonus balance for the phone will be removed from your account.   It can take up to 4 weeks for the adjustment to appear on your bill.

Check out the return policy below, based on how you made your purchase:  

|                                                                                      How you made your purchase                                                                                     |        Return policy        |                                                                                                                                                                                                                   How to return or exchange                                                                                                                                                                                                                  |
|:---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|:---------------------------:|:------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------:|
| At a retail store <br><br>(excluding third party-retailers such as Best Buy, Walmart, etc; these stores have their own return policies, and items purchased from them can only be returned to them.) | 15* days from purchase date | At [your nearest Koodo store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt                                                                                                                                                                                                                                                                                                                                                                                              |
| Online at koodo.com                                                                                                                                                                                 | 30 days from purchase date  | Must be returned via mail and can be initiated by sending an email to koodo.webstore@koodomobile.com<br>for a rep to send you a prepaid shipping label for your return.  <br><br>Please note that the SIM card fee ($10) and the shipping fee ($15) are not refundable<br><br>__Heads up!__ There’s no exchange process when buying online at koodo.com. This means you must <br>return the phone and [buy another phone](https://www.koodomobile.com/en/phones). A shipping fee applies to the new phone. |
| Ordered online and phone's not looking right?                                                                                                                                                                                 | As soon as you can, within 7 days from purchase date  | Does something look or feel off with your phone? Let us know within __7 days__, so we can fix it fast - or you might miss the chance to get help from our friendly reps! |
| - Purchased in store, shipped to home<br><br>- Over the phone or direct sales rep purchases (in your home or at a community event)                                                                  | 30 days from purchase date  | At [your nearest store](https://www.koodomobile.com/en/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021) <br>Please bring your sales receipt or order email<br><br>                         OR<br><br>You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) for a rep to send you a prepaid shipping label for your return                                                                                                                                                                                                                       |

\* 30 days for people with disabilities.

<br><br>Are you a Prepaid customer? [Return or exchange your phone on Koodo prepaid](https://www.koodomobile.com/help/you-buy-prepaid-phone "Return or exchange your phone on Koodo prepaid"). <br><br>

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

__1. I purchased my phone online at koodo.com. If I haven't received it in 30 days, how can I return it? Is it 30 days from the order date or 30 days from when it's delivered? Are these calendar days or business days?__

If you __haven't received your device__ in 30 calendar days, it’s most likely that the phone has gotten lost in transit. You can request to start an investigation process for up to 90 calendar days starting from when the tracking number was generated. 

You can __request a return__ within 30 calendar days, starting from the day that it was delivered to the address. If it hasn’t been delivered yet, you can refuse the package and it’ll be sent back to the sender. <br><br>

__2. How can I find out when you’ll process the return for my already-delivered, unused phone or the length of time it takes for this process?__

When you return a device to the post office, a unique tracking number will be given to you, so you can check the progress of the package and see when it arrives at our warehouse. __Please make sure you keep the tracking number safe, because Koodo doesn’t have access to it.__

This process can take up to 4 weeks. The phone will be received in the warehouse, and our staff there will check the device. Once the check is completed, adjustments to your account will be made accordingly.<br><br>

__3. Will I have to pay for shipping when I return my phone?__

No, you won’t have to pay for shipping for a return. We’ll provide you with a barcode that will pay for the shipping and handling on the way back to our warehouse.<br><br>

__4. What is included in the box with my device purchase?__

Please refer to the box your device comes in for details on what's included inside. Your device purchase typically comes with a cable only. Power adaptor and headphones sold separately.  <br><br>

  </div>

<br><br>__Related help pages:__
- [Koodo Phone Protection Plan](https://www.koodomobile.com/en/help/koodo-phone-protection-plan)
- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)


If you're not happy with your new Koodo phone, you can return or exchange your Koodo phone within 30 days. 

Buying online

Warranty and repairs

Returning or exchanging your Koodo phone

Need a [new phone](https://www.koodomobile.com/en/phones)? Why wait when you can get a new phone anytime? Just keep in mind that you’ll need to pay off any outstanding Tab balance and Tab Bonus balance in order to do so. You can either follow these steps to upgrade your phone online, or head to a [Koodo location near you](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores "Koodo location near you"): 

1. Log into [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?pc=true&client_id=unifiedss_koodo&response_type=code&scope=priceplaninfo+securitymgmt+usagedetails+profilemanagement+invoiceinfo+usagemanagement+accountactivity+subscriberinfo+paymentmanagement+accountinfo+usagepreferencemanagement+usageblockmanagement+profileinfohighdetail+devicemanagement+serviceeligibility+loyaltyandrewards+usagemeter+customerinfo+accountmanagement+paymentprocessing+ciiLogin+ordermgmt+phonenumbermgmt&redirect_uri=https%3A%2F%2Fwww.koodomobile.com%2Fmy-account%2Foauth_callback "Self Serve")

2. Click on __Shop__ and select either __Phones__ or __Plans__ from the dropdown menu

3. Choose a phone and add it to your cart.

4. Choose a plan and add it to your cart.

5. You'll need to pay the shipping fee before going forward. If you have a Tab/Tab Bonus, it'll appear on your next bill.

6. Complete your purchase by entering your payment details at checkout.

  And you're done! Your shiny new phone will arrive in 5 - 10 business days.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.<br><br>

## How do I add an additional line with Koodo?

1. Log into Self Serve.

2. From the “Shop” dropdown menu at the top, pick Phones or Bring Your Own Phone and click Add a new line to Account.

3. Add either the phone or the SIM card to your cart and enter your promo code in the “Promo code” entry field. (Some don’t have validation codes, but if you received one, enter it now.)

4. Follow the rest of the steps to proceed to the Checkout. Once you see a screen with your confirmation number, you’re all done - sit back and wait for your new phone and/or SIM to arrive!

__Note:__ New customers can add a line right now in store, or simply wait 45 days to be able to add a line through Self Serve. 

<br>Visit a Koodo store near you or [contact us](https://www.koodomobile.com/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs "contact us") if you have any questions.

To learn more about your new phone through our interactive phone tutorials, click [here](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting).

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<br><br>
__Related help pages:__

- [Setup](https://www.koodomobile.com/setup?INTCMP=KMLanguageSelector_en_Selected_052021)
- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone)


Want to know about upgrading your phone with Koodo? Find out more here. 

Self Serve

Upgrading your phone

Learn more about your voicemail services with Koodo here!

Calling features

Voicemail

Subscriptions

Stream+

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

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

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

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

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

### __Heads up!__ 

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

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

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

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

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

### __To cancel pre-authorized payments:__

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

### __Good to know__

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

<div class="collapsible">
  <h3> Plaid for pre-authorized debit payments </h3>
</div>
<div class="content">

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

## FAQ<br><br>

__1. What is Plaid? How does it work? Is it safe to use?__

Plaid is a trusted financial data network that securely links your banking details and provides them to Koodo for faster and easier payments.<br><br>

__2. Why does Koodo use Plaid?__

Plaid is a secure, trusted service that makes it easy to link your bank account to the services you use, like Self Serve. 

Without Plaid, you need to find and manually enter your institution, transit, and account numbers when making a bank payment or setting up pre-authorized payments. This manual process can be frustrating and prone to mistakes, failed payments, and fraud risks.
This is where Plaid comes in. 

With Plaid, you can automatically link your bank account in seconds. 

In Canada, users who chose to connect their bank accounts with Plaid were [10 times less likely to make a mistake resulting in a failed payment](https://plaid.com/en-eu/customer-stories/wave/) (available in English only).<br><br>

__3. Is Plaid secure?__

Yes! Plaid keeps your data encrypted and secure. It has passed strict technology audits and regularly undergoes security testing.

To learn more about Plaid’s security, check out the following pages (available in English only)

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

__4. Which institutions can you connect with Plaid?__

Plaid can help you connect hundreds of Canadian financial institutions to your Self Serve account, whether it’s a national bank, local bank, credit union, investment bank, or digital bank.

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

__5. How does Koodo use Plaid?__

Right now, we use Plaid to set up [pre-authorized debit payments from your bank account](https://www.telus.com/my-telus/payments/pre-authorized).

Plaid makes it easy to connect your bank account to your Self Serve account without the hassle of manually entering details.

1. When you choose to connect your account with Plaid, you’ll be able to search for and select your financial institution. Next, enter your login and password.

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

3. In seconds, Plaid encrypts the bank account data and securely provides it to Koodo. Plaid never shares your username and password with anyone, including Koodo.

4. Once we receive your banking details, we end the connection between Plaid and Koodo.<br><br>

__6. What should I do if I get an error in Plaid?__

If you get an error while connecting your bank account with Plaid, try connecting again. It's likely a temporary issue that could be resolved with another try.

If the error continues, you can try again later or enter your bank details manually.<br><br>

__7. Still have questions about Plaid?__

If you have more questions about Plaid, check out [Plaid’s Help Centre](https://support-my.plaid.com/hc/en-us) (available in English only) where you can find frequently asked questions about Plaid or search for a specific question you have in mind.<br><br>

__Error: “Please try connecting to a different account”__

This error might pop up if:

- Your bank is doing scheduled maintenance.
- Your bank is having temporary technical issues.

If this happens, try connecting your bank account again in a few hours or the next day. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Couldn’t connect to your institution”__

This error might pop up if your bank is having some temporary technical issues. You can try connecting your account again in a few hours or the next day. If that doesn’t work, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Action required with your account”__

This error might pop up for a few reasons:

- Your bank may need some special setup steps before you can connect with Plaid.
- Your bank account might not be fully set up yet.
- You might need to finish an administrative task, like agreeing to new terms, resetting your password, or adding more info.

If you see this error, log in to your bank and complete any steps that come up.

Also, check for settings that might block third-party access. You might need to create a third-party app password or enable access first. Some banks let you do this online, while others might need you to call them or visit a branch.

Once you’ve handled this, try connecting with Plaid again.

If you can’t access your bank right now, you always have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Session expired”__

This error might pop up if you didn’t pick the account within the five-minute window. No worries - just go back to the start of the Plaid flow and try linking your bank account again.<br><br>

__Error: “The credentials you provided were incorrect”__

This error might pop up because of:

- Choosing the wrong bank
- Entering the wrong username and/or password for your bank
- Entering your Koodo username and password instead of your banking credentials

If this happens, double-check that you’ve picked the right bank and that your login details are correct. You can confirm your credentials by logging in directly on your bank’s website or app using the same username and password.

After verifying, try connecting your account again through Plaid.

__Heads up!__ Your bank might lock your account after 3-5 failed login attempts.<br><br>

__Error: “Your answers were incorrect”__

This error might pop up if:

- You answered your security question incorrectly
- You chose an inactive authentication device
- Your bank didn’t send you a one-time passcode 

If you see this error, you can restart the Plaid process and try linking your bank account again. Be sure your security answer is correct.

If the issue continues, you might need to update your two-factor authentication settings or contact details with your bank. 

You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Security code incorrect”__

This error can pop up if you entered an invalid one-time passcode.

If you see this, double-check your code and enter it again.

If the error continues, you might need to update your two-factor authentication settings with your bank. You also have the option of entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Too many attempts”__

This error can pop up if you’ve entered your login info incorrectly more than 3-5 times and your bank’s fraud protection locks your account. To fix this, reach out to your bank directly, either through their website or app, to unlock it.

Once your account is unlocked, you can try linking it again or set up pre-authorized debit payments manually. If you’re still having trouble, you might need to update your two-factor authentication settings or your contact info with your bank.<br><br>

__Error: “Account not currently supported”__

This error might pop up for a few reasons:

- Your selected bank doesn't support the account type you're trying to connect.
- Plaid can’t connect with your bank’s multi-factor authentication method.
- The login info provided is for a ‘guest’ or another account type with limited access.

If you see this error, try connecting a different bank account. Don’t have another account? No worries - just enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Your account settings are incompatible”__

If you see this error, it might be because Plaid doesn't support the type of multi-factor authentication your bank uses. You can try connecting an account from a different bank or entering your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “No compatible accounts”__

This error might pop up for a few reasons:

- You successfully logged in to your bank, but Plaid can’t find any open, active, or eligible accounts.
- You closed the bank account you're trying to connect.

If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__Error: “Institution not supported"__

This error might pop up if Plaid's platform doesn’t support your bank. If you get this error, try connecting an account from a different bank or enter your bank details manually to set up pre-authorized debit payments.<br><br>

__8. What should I do if I get an error not mentioned here?__

If you get another error while connecting your bank account with Plaid, try connecting it again or manually enter your banking details instead.

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

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

__Can I use the same pre-authorized payment in my current profile for each new phone number I add to my account?__

Yes, your pre-authorized payment applies to your entire account.

  </div>


Want to set up automatic payments on your Koodo Bill? Get the low down on setting up Pre-Authorized payments here.

Paying your bill

Setting up pre-authorized payments

There are a number of easy ways to pay your Koodo bill from paying directly through your bank, to paying through Self Serve, to setting up pre-authorized payments (also referred to as auto-pay).

<div class="collapsible">
  <h3> Pay via Self Serve </h3>
</div>
<div class="content">

You can easily pay your bill through your chequing account, with your Visa Debit/MasterCard Debit card, or credit card.

1. Under “Payment options,” select __Pay now__, then select __Next__
2. Select the payment method before selecting __Next__, and follow the instructions to complete your payment.

![Pay via SS - Stacked - EN](//images.ctfassets.net/8cecwr1x4jkf/48StvsWDMXmG8PZ67sSD1Y/917ae16173d7067405e88d546d60e73e/Stacked_Pay_Via_Self_Serve_EN__1_.jpg?w=400)

__Note:__ Our system runs verifications while processing a payment. Your card will be declined if the name and address that your credit card company has doesn’t match what we have on your account. If the card is in your name, try updating your billing address to match your card and try again. You can change your billing address here: [http://koo.do/2rTWJrh](http://koo.do/2rTWJrh)

If you experience any issues while making a payment through the Koodo website, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will be happy to help you.  
  </div>

<div class="collapsible">
  <h3> Set up pre-authorized payments </h3>
</div>
<div class="content">

To eliminate the risk of incurring late-payment fees, you can set up automatic bill payments either via your chequing account or via your credit card. There are two ways you can set these up:

## 1. Via Self Serve:

1. Under “Payment options,” select __Pre-authorized payments__, then select __Next__
2. Select the __payment method__ before selecting __Next__.
3. Enter all your __credit card, Visa Debit/MasterCard Debit card,__ or __chequing account__ information, then select __Next__.
4. __Review__ the information before selecting __Confirm__.

![Set up pre-authorized - Stacked - EN](//images.ctfassets.net/8cecwr1x4jkf/4e4CH1FP4VdUrB9jLscwR8/0acdaab14f8f4becf95e5baa72199e3a/Stacked_Set_up_pre-authorized_payments_EN__1_.jpg?w=400)

## 2. Via automated phone system (*611)

1. Dial __*611__ from your phone to use our automated phone system.
2. Press __3__ (Credit card and other payment options) when prompted.
3. Press __2__ (Setup pre-authorized monthly payments via credit card/Visa Debit or MasterCard Debit) when prompted, and follow the instructions.

Once your pre-authorized payments are set up, the changes will take effect immediately and you’ll receive an email confirmation. Keep in mind that the payment is not processed on the billing date but rather 10 days or so __before the due date__.
  </div>

<div class="collapsible">
  <h3> Pay via bank/banking app </h3>
</div>
<div class="content">

Paying through your chequing account is simple and requires only a one-time setup. Here’s how to do it: 

1. Call your bank to pay your bill over the phone, or sign into your bank account online. 
2. Using your Koodo [account number](https://www.koodomobile.com/my-account/overview), add __"Koodo Mobile"__ as a payee.

### Good to know:

- It takes 3-5 business days for payments to be applied to your account when using this method.
- You can also set up __pre-authorized payments__ through your bank.
  </div>

<div class="collapsible">
  <h3> Pay via automated phone system (*611) </h3>
</div>
<div class="content">

To pay over the phone using Interactive Voice Response (IVR), follow the steps below:

1. Dial __*611__ from your phone to use our automated phone system
2. Press __3__ (Credit card and other payment options) when prompted.
3. Press __1__ (To make a credit card/Visa Debit or MasterCard Debit card payment) when prompted, and follow the instructions.

__Note:__ Payments will be reflected immediately on your account.
  </div>

<div class="collapsible">
  <h3> Using clik2pay via Interac e-Transfer </h3>
</div>
<div class="content">

On some of your online bill or collection notices, you’ll see the __clik2pay__ icon. 

![clik2pay logo - EN](//images.ctfassets.net/8cecwr1x4jkf/tWAg0lLeuaVHdHllUuZ31/9bf7ed22bb3a52feb03f912385eae11a/clik2pay_button.jpg?w=200)

clik2pay is a Koodo partner and uses bank-grade security and privacy. By clicking on the icon/link in your bill or notice, you’ll be able to pay your bill via e-transfer. following these three easy steps:

1. Choose your bank or financial institution from the Interac gateway page (almost every bank supports Interac e-Transfer)
2. Log in to your online banking app
3. Verify the payment information and approve the payment as shown by your bank

Learn more at [clik2pay](https://clik2pay.com/).

__Just so you know__

- If you have two phones under one account and you want to know how to pay for both lines: your Koodo bill is for the whole account, so two people can have the same Koodo account number in their banks, but the person who owns the account must make sure the bill is paid every month.
- Bill payments are not accepted in stores.
  </div>

<div class="collapsible">
  <h3> Declined payment/Updating card details for your phone plan or Apple TV+ </h3>
</div>
<div class="content">

If your payment was recently declined, and you got an email from us, there might be an issue with your bank account or payment card, like:

- Your credit or debit card is expired
- The payment was made to an invalid or incorrect Koodo account number
- Your bank or credit card issuer identified fraudulent activity
- You reached the limit on your bank account or payment card
- The payment was made to a closed bank account
- The payment information provided to Koodo was incorrect

You can resolve issues related to your bank or debit/credit card by updating your payment information either online or by calling your financial institution. 

__To update your card details online, follow these steps:__

1. Log in to Koodo.com/selfserve
2. Click on __Billing__
3. Click __Manage__
4. Click __Update credit card__ details OR select your preferred payment method
5. You can also choose to set up pre-authorized payment here with your new card details

__To update your credit card details for Apple TV+, follow these steps:__

1. Log in to Koodo Self Serve via a web browser
2. Select the __Subscriptions__ tab
3. Select __Manage your credit cards__ in the upper right-hand corner
4. Below your existing card details, select __Update card__

  </div>

<br><br>

__Related help pages:__

- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Past due bill](https://www.koodomobile.com/en/help/past-due-bill)
- [Paying your bill in Self Serve](https://www.koodomobile.com/en/help/paying-your-bill-self-serve)
- [Setting up pre-authorized payments](https://www.koodomobile.com/en/help/setting-pre-authorized-payments) 
- [Online payment methods](https://www.koodomobile.com/en/help/online-payment-methods)

Paying your Koodo bill is easy with Self Serve. Check out our tips on how to pay your bill right here. 

How to pay your bill

Enjoy using your phone while traveling. Access your monthly rate plan, including unlimited talk and text, when you purchase an Easy Roam Travel Pass.

<div class="collapsible">
  <h3> How do I buy an Easy Roam Travel Pass?  </h3>
</div>
<div class="content">

__USA:__

__To get a 7-day pass (cost of $55):__ Text US7PASS to 7626 <br><br>

__CARIBBEAN & MEXICO:__

__To get a 7-day pass (cost of $60):__ Text CAR7PASS to 7626<br><br>

__EUROPE :__

__To get a 14-day pass (cost of $50):__ Text EU14PASS to 7626

__To get a 30-day pass (cost of $60):__ Text EU30PASS to 7626<br><br>

You’ll only be charged the fee on the first day you roam in your destination. 
  </div>

<div class="collapsible">
  <h3> How does the Easy Roam Travel Pass work?  </h3>
</div>
<div class="content">

__USA:__

__The 7-day USA Travel Pass__ gives you 7 consecutive days of Easy Roam when you’re travelling in one of the eligible USA destinations. The pass will stay effective on your account for 30 days from the activation date. Once the pass expires or is used up, any further roaming will be charged at the regular rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse). <br><br>

__CARIBBEAN & MEXICO:__

__The 7-day Caribbean/Mexico Travel Pass__ gives you 7 consecutive days of Easy Roam when you’re travelling in one of the eligible destinations. The pass will stay effective on your account for 30 days from the activation date. Once the pass expires or is used up, any further roaming will be charged at the regular rates, as listed on [koodomobile.com/payperuse](http://koodomobile.com/payperuse).<br><br>

__EUROPE :__

__The 14-day Europe Travel Pass__ gives you 14 consecutive days of Easy Roam when you’re travelling in one of the eligible European destinations. The pass will stay effective on your account for 30 days from the activation date. Once the pass expires or is used up, any further roaming will be charged at the regular rates, as listed on [koodomobile.com/payperuse](/payperuse).<br><br>

__The 30-day Europe Travel Pass__ gives you 30 consecutive days of Easy Roam when you’re travelling in one of the eligible European destinations. The pass will stay effective on your account for 45 days from the activation date. Once the pass expires or is used up, any further roaming will be charged at the regular rates, as listed on [koodomobile.com/payperuse](/payperuse).
  </div>

<div class="collapsible">
  <h3> Which destinations are covered with the Easy Roam Travel Pass?   </h3>
</div>
<div class="content">

__The eligible USA destinations include:__

- United States
- Guam
- Northern Mariana Islands
- Puerto Rico
- Virgin Islands (US)

Calls to the following places are subject to the standard roaming pay-per-use rate:

- Sanger, California (559-726-XXXX) 
- Carroll, Iowa (712-775-XXXX) 
- Lake Park, Iowa (712-432-XXXX) 
- Oglala, South Dakota (605-562-XXXX) 
- Redfield, South Dakota (605-475-XXXX)

__The eligible Caribbean/Mexico destinations include:__

- Antigua & Barbuda
- Aruba
- Bahamas
- Bermuda
- Bonaire
- British Virgin Islands
- Cayman Islands
- Curacao
- Dominica (Commonwealth Of)
- Dominican Republic
- French Guiana
- French West Indies
- Grenada
- Guadeloupe
- Guyana
- Jamaica
- Martinique
- Mexico
- Montserrat
- Saba
- St Kitts & Nevis
- St Lucia
- St Vincent And The Grenadines
- St. Barthelemy
- St. Eustatius
- St. Maarten
- St. Martin
- Trinidad And Tobago
- Turks & Caicos Islands

__The eligible European destinations include:__

- Aland Islands
- Albania
- Andorra
- Armenia
- Austria
- Belarus
- Belgium
- Bosnia and Herzegovina
- Bulgaria
- Croatia
- Cyprus
- Czech Republic
- Denmark
- England
- Estonia
- Faroe Islands
- Finland
- France
- Germany
- Gibraltar
- Greece
- Greenland
- Guernsey
- Hungary
- Iceland
- Ireland
- Isle of Man
- Italy
- Jersey
- Kosovo
- Latvia
- Liechtenstein
- Lithuania
- Luxembourg
- Macedonia
- Malta
- Moldova
- Monaco
- Montenegro
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- San Marino
- Scotland
- Serbia
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
- Ukraine
- United Kingdom and Wales
  </div>


Travel and roaming

Easy Roam Travel Passes

Everything you need to know about setting up and using your smartwatch.

<div class="collapsible">
  <h3> Do I need to add a specific rate plan for my smartwatch to connect to the Koodo network?
 </h3>
</div>
<div class="content">

Yes, a rate plan must be added to your smartwatch in order for it to connect to the Koodo network. 

__OneNumber__ smartwatch plan includes 5GB of data to use on your watch. 
  </div>

<div class="collapsible">
  <h3> What is required to set up a plan on my smartwatch? </h3>
</div>
<div class="content">

- Smartphone must be connected to Koodo network with VoLTE coverage on a postpaid account with a Koodo Self Serve profile 

- If you already have a cellular smartwatch you'd like to use with Koodo, take a look at the following lists of compatible devices to see if yours is eligible:<br><br>

__Apple__

- A cellular Apple Watch Series 6, SE 2nd generation, Ultra or later models. The Apple Watch must be running watchOS 11.1 or later.

- iPhone XR, XS, XS max or later models. The iPhone must be running iOS 18.1 or later.<br><br>

__Android__
- A cellular Samsung Galaxy Watch7 or Galaxy Watch7 Ultra running the latest Wear OS.

- VoLTE enabled Samsung Galaxy smartphone running the latest Android OS 
  </div>

<div class="collapsible">
  <h3> How many devices can I activate on the same account? </h3>
</div>
<div class="content">

Each postpaid smartphone user can link up to 5 watches to their smartphone.

If more than 1 compatible smartphone is on an account, each device is eligible to add multiple watches. All watches will be billed separately on the invoice, according to the rate plan used by the watch. 

The number of devices purchased leveraging Koodo Tab is subject to credit approval.
  </div>

<div class="collapsible">
  <h3> Can I use my cellular-enabled smartwatch across Canada on the Koodo network? </h3>
</div>
<div class="content">

Yes, your smartwatch will work across Canada on the Koodo network.
  </div>

<div class="collapsible">
  <h3> Can I use my cellular-enabled smartwatch when travelling outside of Canada? </h3>
</div>
<div class="content">

No. Currently, you cannot roam with your smartwatch.

When travelling, you can continue to use it with Bluetooth enabled to make and receive calls, and send and receive text messages.
  </div>

<div class="collapsible">
  <h3> Can I use my smartwatch without my smartphone nearby? </h3>
</div>
<div class="content">

Yes, if your smartwatch is on a OneNumber plan and is connected to a cellular network, your watch can do everything that it normally does, even if your smartphone isn't nearby. 

__Note:__ Your paired smartphone must be powered on and connected to either Wi-Fi or the Koodo network in order to send or receive SMS/MMS. You can, however, still make/receive calls from  the smartwatches when the smartphone is turned off.
  </div>

<div class="collapsible">
  <h3> Where can I see data usage for my smartwatch? </h3>
</div>
<div class="content">

You can view data usage for your smartwatch using Self Serve. 

1. Log in to Koodo Self Serve

2. Click on the “Self Serve” tab and select __Usage__ in the dropdown list for a detailed breakdown of your account’s usage
  </div>

<div class="collapsible">
  <h3> I’d like to hand down my smartwatch to a family member on my account. What should I do? </h3>
</div>
<div class="content">

If you’d like to hand down a smartwatch currently on a __OneNumber__ plan to a family member to use on a __OneNumber__ plan, please first, check if there's any remaining Tab balance on your device: 

- If there is a balance and your family member is on the same billing account: just reach out to our friendly Koodo team, and we'll gladly assist in transferring the watch to your family member.

- If there is a balance and your family member is on a different account:

    - Contact our Koodo team to settle the remaining balance.

    - Once that's done, we'll happily help transfer the watch to your family member.

- If there's no remaining balance: simply unpair the smartwatch from the old phone, select 'Remove plan', and pair it with your family member's phone. And if you did not upgrade to a new watch already, contact us to either explore the renewal possibilities or if you prefer we can help you to cancel your __OneNumber__ plan.
  </div>

<div class="collapsible">
  <h3> How do I manage the calling features on my smartwatch? </h3>
</div>
<div class="content">

To manage calling features for a smartwatch on a __OneNumber__ plan, use the settings on your smartphone. Your __OneNumber__ plan allows your smartwatch to use the mobile number and features of the primary device as its own.
  </div>

<div class="collapsible">
  <h3> Can I share my watch number with my friends and family? </h3>
</div>
<div class="content">

There's no need to share your watch number. Simply share your main phone number with friends and family.

Your watch uses our __OneNumber__ service, which connects to the network independently but syncs with your main number. When your watch receives or makes calls, it uses your main mobile number. 

This seamless integration ensures you're always reachable on your preferred number, whether using your phone or watch.
  </div>

__Related help pages:__

- [Device troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)


Smartwatches

Smartwatch FAQ

One of the perks of joining Koodo Internet is that you can add the TELUS Online Security Standard and get your first 12 months on us (valued at $12/mo.)! This includes comprehensive protection for your personal data and devices, helping you prevent, detect, and recover from cyber threats and identity theft. The regular price of $12/mo. applies after that.

<div class="collapsible">
  <h3> Here's how to redeem this perk </h3>
</div>
<div class="content">

1. Sign up for Koodo Internet

2. Next, you'll get an email within 7 to 10 days after the order of your Internet service with subject line “Enjoy your first 12 months of TELUS Online Security on us” that will include your promo code and all the details you need to redeem your special offer:

- Go to [TELUS Online Security Plans](http://telus.com/OnlineSecurityPlans?cmp=em_tos_tos_tar_ah_toskoodo_lnk_srv)
- Select __Add Now__ under the Standard monthly plan
- Enter your promo code at checkout to bring your price to $0/month for 12 months. Regular price will apply from month 13
- Follow the checkout steps to redeem your offer

Be sure to redeem your offer before it expires __30 days from activation date__

3. After you've signed up for and activated TELUS Online Security just sit back, relax, and browse worry-free!
  </div>

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

__1. Which Online Security plan is included with this offer?__

Our offer includes 12 months of TELUS Online Security Standard, on us. This includes comprehensive protection for your personal data and devices, helping you prevent, detect, and recover from cyber threats and identity theft. For more info on the service, you can go to [telus.com/OnlineSecurity](https://www.telus.com/online-security?cmp=em_tos_tos_tar_ah_toskoodo_lnk_srv).<br><br>

__2. What happens if I cancel my Koodo Internet service before the end of the promotion?__

You must keep the existing Koodo Internet service active in order to continue to receive the TELUS Online Security discount. The discount expires 12 months from the day you activated TELUS Online Security. The regular price applies from month 13 or if you cancel your Koodo Internet service.
  </div>


Setup

Internet

Koodo Internet: 12 months of TELUS Online Security, on us

Accidents happen! We’re here to help with the Device Care Products: worry-free protection from life’s unexpected moments. The Device Care Products are an optional program that is a great way to make sure your device is covered from physical damage, technical problems, and ‘texting-in-the-tub’ failures. <br><br>

### How do I enroll in a Device Care Product?

Device Care Products can be added through Self Serve or by visiting any [Koodo shop](https://www.koodomobile.com/find-nearest-store?INTCMP=KMLanguageSelector_en_Selected_052021), WOW! Mobile Boutique, or Koodo-authorized dealer. Device Care BYOD and Device Care Connected cannot be added online at this time.<br><br>

### How long do I have to decide if I want to enroll in a Device Care Product?<br><br>

From the day you purchase an eligible new Koodo smartphone, smartwatch, tablet, or activate your BYOD device, you have 60 days to enroll in a Device Care Product.<br><br>

### How can I cancel my Device Care Product? 
Your Device Care Product can be cancelled at any time by visiting a [Koodo shop](https://www.koodomobile.com/find-nearest-store), by logging into [Self Serve](https://www.koodomobile.com/selfserve), or by [contacting us](https://www.koodomobile.com/contact-us). <br><br>

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

__1. What isn’t covered under the Device Care Products?__

- Defects covered by the 1-year manufacturer warranty
- Accessories, cosmetic damage, and changes or enhancements to your device
- Abuse, misuse, or intentional acts
- Problems with the device before your enrolment was in effect
- Additional exclusions apply. See terms and conditions for complete details
- Failure caused by computer viruses. 
- Device BYOD and Device Connected don’t cover lost or stolen devices.
- Additional exclusions apply. See [terms and conditions](https://www.asurion.com/claims/koodo/) for complete details.<br><br>  

__2. What service fees do I pay when I make a claim?__

To determine your replacement or service fee or to make a service request, visit  https://www.asurion.com/claims/koodo/. These costs are in addition to your monthly payments.<br><br>

__3. How does coverage for Device Care Products work?__

Your Device Care protection is tied to your phone number. To be eligible for coverage, your device needs to be connected to the Koodo network when the issue happens.

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<table class="tg"><thead>
  <tr>
    <th class="tg-umgj">Device Category</th>
    <th class="tg-umgj">Device Care Complete</th>
    <th class="tg-umgj">Device Care BYOD</th>
    <th class="tg-umgj">Device Care Connected</th>
  </tr></thead>
<tbody>
  <tr>
    <td class="tg-zd5i">New and Certified-Pre-Owned Koodo devices</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">BYOD smartphones (purchased from Koodo or another provider)</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">✓</td>
    <td class="tg-0r18">x</td>
  </tr>
  <tr>
    <td class="tg-zd5i">New SIM-enabled Koodo smartwatches and tablets</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">x</td>
    <td class="tg-0r18">✓</td>
  </tr>
</tbody>
</table>

__4.Can I add a Device Care Product if my device is already damaged?__

No, your device must meet the following criteria to enroll in any Device Care Product:

- Device must power on and navigate properly to the home screen

- The device including the screen must be undamaged with no cracks, missing parts or signs of water damage (hinges, keypad, housing, buttons, battery, etc.)

- The LCD must function correctly and be free of dead spots or bruising<br><br>

__5. Do I have an existing warranty?__

To check the status of your existing warranty, use our [warranty lookup tool](https://www.telus.com/en/support/warranty-lookup). You'll be sent to a TELUS site, but don’t worry — this info is still good for Koodo customers too. 

  </div>


Protection products

The Device Care Products

The Tab makes it easy for you to get the phone you really want on the terms that are right for you.

It’s basically the easy and affordable way to get a new phone with Koodo. Once your Tab balance reaches zero, your monthly bill actually goes down – you’ll only need to pay your monthly plan charge.

__Good to know:__ To be eligible for the Tab, you’ll need to pass a credit check. If you don't have a Tab and you want to bring your own phone to Koodo, you won't need to pay a Tab balance.

<iframe width="560" height="315" src="https://www.youtube.com/embed/5I4a8goCXrg" title="YouTube video player" frameborder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

[Learn more.](https://www.koodomobile.com/en/services/tab "Learn more.")

## What are my options on the Tab?
The Tab makes getting the right balance of upfront cost and monthly payment easy. If you choose an option with a larger Tab, you can get the latest phones at the lowest upfront cost, as low as $0. Or you can choose a Tab option that allows you to pay more upfront and lower your monthly payments. 

Some rate plans might only be available depending on the Tab you choose. See available rate plans on Tabs as well as the differences between Tab types on our [rate plans page](https://www.koodomobile.com/rate-plans#.). 

## __Finding your Tab balance in Self Serve__
You can see the remaining balance owing on your Tab by logging into [Self Serve](https://koodomobile.com/selfserve "Self Serve") and selecting __Koodo Tab__ from the Self Serve menu.

At the top, you’ll see a snapshot of your remaining Tab balance as well as the number of months remaining before your Tab reaches $0. To view a more detailed list of Tab transactions, scroll to the “Tab History” section at the bottom of this page. You might notice that the Tab balance is shown as a negative number. This simply means that you have a remaining balance that will be reduced each month through your Tab payments.

__Please note:__ As of July 5, 2020, Tab balance and transaction details will no longer be on the downloaded PDF bill and can only be seen on the “Koodo Tab page” in Self Serve. Learn more about [the Koodo Tab page](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).

## __Changing your rate plan on the Tab__
Plan not suiting your needs? No worries. Check out [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback) to find something that works for you. Note that your rate plan options may vary based on things like your Tab or any special promotions you received when you signed up.

If you want to change to a rate plan that is not available for your Tab or the promotion you received when you signed up, you will need to pay off your remaining Tab and/or Tab Bonus balance before switching to another plan. 

If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan. Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

## __Paying off your Tab__
- When you sign up with a Tab, your Tab balance will be split into 24 months. Each month, you’ll pay a Tab charge, which reduces the Tab balance until it reaches $0.
- You have the option to pay off your Tab balance in full before it reaches $0, but before you can pay off your Tab Balance, you'll need to wait for at least 90 days after you sign up for a Tab. If you pay off your Tab balance but still have a remaining Tab Bonus balance, it will continue to go down each month until it reaches $0 after 24 months.
- __To pay off your Tab balance__, log in to Self Serve then go to "Koodo Tab" to confirm. The charge will be added to your next bill.
- Similarly, when you cancel or upgrade your services, your Tab balance will be added to your next bill. Any remaining credits will help pay down the charge.
- You can pay off your Tab Bonus only when you __cancel, upgrade, or change to an ineligible rate plan__ before the balance reaches $0. See more below about the Tab Bonus.

### How does the Tab Drop-Off work?
Once your Tab balance is $0, the Tab charge drops off your bill, leaving you with more money in your pocket each month.

### What is the Tab Bonus?
Similar to the Tab, the Tab Bonus helps to reduce the cost of your phone, making it easy for you to get the phone you really want. The difference between the Tab and the Tab Bonus is that you pay a Tab charge to reduce your Tab balance every month, but your Tab Bonus is all for you - on us. Learn more about the [Tab Bonus](https://www.koodomobile.com/en/help/Tab-bonus?search_api_views_article_search_fulltext=the%20tab%20bonus).

## __Getting a new plan if you activated or upgraded before April 19, 2015__
Our [Canada-wide plans](https://www.koodomobile.com/rate-plans "Canada-wide plans") are available with the new Tab only. As an existing customer, you can switch to a new plan when you upgrade your phone or when you pay off your Tab balance.

If you’re currently receiving a 10% bring-your-own-phone (BYOP) discount, you’re free to switch to our new plans anytime.

Just so you know, since the new plans are already discounted, you’ll no longer receive an additional 10% off your monthly bill when you make the switch.

## __Account suspension__
If your account is suspended for non-payment, your Tab charge will still be applied on a monthly basis.

To remove the suspension on your account, log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to make the required payment. A reconnection fee of $50 will apply.

## __Account cancellation and phone upgrades__
If you cancel your account or upgrade your phone before your Tab balance has been paid off, you’ll be charged the remaining Tab balance and/or the Tab Bonus balance on your next bill (or directly in store for phone upgrades). Please note that if you pay off your Tab early early but you still have a remaining Tab Bonus (formerly Phone Credit) balance, you will be charged the remaining Tab Bonus balance (subject to any applicable adjustments) upon cancellation or upgrade.

Any recurring charges that were billed at the beginning of your billing cycle or any credit balance under $5 will not be refunded when your service is cancelled.

## What happens if I migrate to TELUS?

If you want to migrate your service to TELUS, [you can carry your Tab and Tab Bonus balances with you](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) and continue making monthly Tab payments with your TELUS plan.

If you carry over your Tab to TELUS, your remaining Tab balance will be converted to an Easy Payment® balance. The tax on your remaining Tab balance will be charged upfront, and this tax charge will appear on your next Koodo bill. After you convert your Tab balance to an Easy Payment balance, you'll continue to make equal monthly payments corresponding to the number of billing periods left in your service term. 

If you carry over your Tab Bonus balance to TELUS, your Tab Bonus balance will be converted to a TELUS Device Discount balance. You don't have to pay the remaining Tab Bonus balance, but you'll see a charge for it on your next Koodo bill, along with an adjustment to show that the balance was moved to TELUS. At TELUS, your Device Discount balance will continue to decline monthly until it reaches $0 (unless you cancel, upgrade, or change to an ineligible rate plan with TELUS).

If you migrate to TELUS and don't carryover your Tab, you'll pay the remaining Tab Bonus balance (subject to any applicable adjustments) on your next Koodo bill.

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The Tab makes it easy to get the phone you want right now. Find out everything you need to know about it right here. 

The Tab and your bill

Everything you need to know about the Tab

Current plan not working for you? Or maybe you want something even faster? We’ve got you covered. To change your internet plan, just follow these easy steps:

<div class="collapsible">
  <h3> Manage your internet plan </h3>
</div>
<div class="content">

1. Log in to [Koodo Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions)
2. From the “Self Serve” menu at the top of the page, go to __Subscriptions__.
3. Under your subscription box, locate your current Internet subscription and select __Manage__.
4. Review the content box labeled ‘Available plans' and select the plan for you. All the plans that your address is eligible for will be available for you to choose.
5. Confirm your change by selecting __Confirm switch__.

__Note:__ If you change your internet plan, you might lose your current promotions and discount codes.
  </div>

<div class="collapsible">
  <h3> If you’re upgrading your plan </h3>
</div>
<div class="content">

You’ll be refunded for the remainder of the month of your previous plan, and the day you upgrade your plan will be the start of a new billing cycle. Your bill will reflect your newly upgraded plan after this date. Please allow 1-2 business days for your new plan to kick in!
  </div>

<div class="collapsible">
  <h3> If you’re downgrading your plan </h3>
</div>
<div class="content">

For the remainder of your billing month, you’ll retain your previous plan even after you’ve downgraded. Your newly downgraded plan will kick in and will be reflected at the start of the next billing cycle. 
  </div>

<div class="collapsible">
  <h3> Not sure when your billing cycle starts? </h3>
</div>
<div class="content">

To find out when your billing cycle starts, follow these easy steps:

1. Log in to [Koodo Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions)
2. From the “Self Serve” menu at the top of the page, go to __Subscriptions__.
3. Under ‘Manage your payment info,’ select __View your receipts__.
4. View your billing cycle date on the left under __Processed on__.

__Note:__ If you move to another province, you’ll need to cancel and reorder a new plan. See how to cancel your plan [here](https://www.koodomobile.com/en/help/how-do-i-cancel-my-koodo-internet-subscription).
  </div>

__Related help pages:__
- [How do I cancel my Koodo Internet subscription?](https://www.koodomobile.com/en/help/how-do-i-cancel-my-koodo-internet-subscription)
- [Koodo Internet: Billing FAQs](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs)

Managing internet service

How do I change my internet plan?

Hayu is your one-stop shop for reality TV! Dive into a massive library with hundreds of shows and thousands of ad-free episodes, ready to stream or download for offline viewing. Catch new episodes of your favourites, like The Real Housewives, Below Deck, Vanderpump Rules, and Summer House - all streaming the same day as they air in the US! Explore sub-genres like Home & Design, Dating, Fashion, True Crime, Celebrity Lifestyle, and more.

Find the full list of Hayu content at https://get.hayu.com/

![Hayu](//images.ctfassets.net/8cecwr1x4jkf/4HcMI30MlmarFKcaXZ8g1Y/f6be8346b7b5db868dfa7056efe93ef6/Hayu.png)

<div class="collapsible">
  <h3> How to subscribe to Hayu as a Koodo customer </h3>
</div>
<div class="content">

You can subscribe to Hayu through Koodo as a standalone subscription.

__Bonus!__ Existing Stream+ Basic or Stream+ Premium customers get an additional discount.  
  </div>

<div class="collapsible">
  <h3> Hayu standalone subscriptions and how to subscribe </h3>
</div>
<div class="content">

A standalone subscription is one that can be purchased and used independently, without the need for any additional subscriptions or services with Koodo. It basically offers access to a specific product or service __on its own__.

Hayu is offered as a standalone subscription for new and existing Koodo customers. You can purchase Hayu on koodo.com with select credit and debit cards. 

__Heads up!__ Purchasing this product at any of our Koodo retail locations or call centres or with any other payment method is currently not available.

To add Hayu online, check out the [Koodo website](https://www.koodomobile.com/en/shop/subscriptions/hayu) and choose “Add now” to subscribe. After you complete your purchase, you'll get an activation email with the steps required to set up or link your account.
  </div>

<div class="collapsible">
  <h3> Existing Hayu account holders </h3>
</div>
<div class="content">

If you already have a Hayu subscription, please cancel your existing Hayu subscription before activating via Koodo, to avoid being double-billed and to keep your watch history and preferences. 
  </div>

<div class="collapsible">
  <h3> Getting a discount on Hayu as an existing Stream+ subscriber </h3>
</div>
<div class="content">

Existing Stream+ Basic or Stream+ Premium customers are eligible for a discount on Hayu through Koodo. To get the discount added to your Hayu standalone subscription, please make sure that you have already subscribed to Stream+ through the same Koodo account that you’re using to purchase Hayu.
  </div>

<div class="collapsible">
  <h3> Managing your Hayu standalone subscription </h3>
</div>
<div class="content">

Once you’ve purchased Hayu through Koodo, you’ll need to first activate your Hayu account in Koodo Self Serve before you can start watching your favourite movies and shows. You can do this by following the link in the activation email, which you'll receive after you complete your purchase.

If you already have an existing Hayu account, you’ll be able to link that account, so you won’t lose your watch history or account details.

__How do I manage my Hayu standalone subscription through Koodo?__

To manage your Hayu standalone subscription through Koodo, follow these steps:

1. Log in to Koodo Self Serve.
2. Select the __Subscriptions__ tab.
3. Select __Manage__ in the subscriptions box you want to cancel.
4. Select __Cancel my subscription__.

If you cancel your Hayu subscription through Koodo, you won’t have access to your streaming account through Koodo at the end of your current billing cycle.

If you already have a Hayu subscription, please cancel it before you activate via Koodo, to avoid being double-billed and to keep your watch history and preferences.
  </div>

<div class="collapsible">
  <h3> Changing credit card details for a Hayu Subscription </h3>
</div>
<div class="content">

To change your Hayu credit card details, follow the steps below:

1. Log in to Koodo Self Serve via a web browser.
2. Select the __Subscriptions__ tab.
3. Select __Manage your credit cards__ in the upper right-hand corner.
4. Below your existing card details, select __Update card__.
  </div> 

<div class="collapsible">
  <h3> Viewing past receipts  </h3>
</div>
<div class="content">

To view your past receipts, follow the steps below:

1. Log in to Koodo Self Serve via a web browser.
2. Select the __Subscriptions__ tab.
3. Select __View your receipts__ in the upper right-hand corner.
  </div> 

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

__1. Will I be able to link my Hayu account with my Koodo account?__

Yes, if you’re an existing Hayu subscriber, you can link your Hayu account with your Koodo account.<br><br>

__2. The email address for my Koodo Self Serve account is different from the one on my Hayu account. Can I still activate?__

Yes. The email addresses on your Hayu and Koodo Self Serve accounts can be different.<br><br>

__3. How does Koodo billing work for Hayu?__

Koodo offers third-party billing for video streaming subscription services like Hayu.
If you’ve purchased Hayu as a standalone subscription, it’ll be charged directly to the credit card or debit card that you’ve used to purchase it.<br><br>

__4. I was billed twice by both Hayu and Koodo for my subscription. What should I do?__

Double-billing might happen if you signed up for Hayu through Koodo but didn't finish the activation process. To avoid being double-billed, you’ll need to follow the activation steps above.

For any Hayu account questions, including ones about double-billing, check out the Hayu help page.
  </div>

__Related help pages:__

- [Stream+](https://www.koodomobile.com/en/help/stream-plus)

Subscribing to Hayu through Koodo

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

Our home internet service is all self-installation. Check out the handy step-by-step guides below. If you need more help with setting it up, please schedule a callback with our friendly team. 

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

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

1.

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

__Connect the Coaxial Cable__

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

2. 

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

__Connect the Power Cable__

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

3. 

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

__Booting up Modem__

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

4. 

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

__Slide modem into stand__

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

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

1. 

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

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

2.

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

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

3. 

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

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

4. 

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

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

5. 

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

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

6.

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

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

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

  </div>

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

1.

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

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

2. 

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

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

3.

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

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

4.

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

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

5.

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

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

To access and/or change these settings:

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

  </div>

DIY installation

Setup instructions for Internet self-installation

## 1. Why choose Koodo Internet?
At Koodo, we offer subscription-based internet services that are wallet-friendly, dependable, and easy to set up. With us, you can get the internet speed you need at the price you want with no surprises and a reliable internet connection you can count on. 

It’s so simple that you can set it up and manage it yourself. No fixed-term contract, no credit check, no worries.<br><br>

## 2. Which Home Internet plans are available at Koodo?

If you're interested in getting Koodo Home Internet, visit our [Internet page](https://www.koodomobile.com/en/shop/subscriptions/internet) and enter your address to view available plans and choose the one that best suits your needs.

If you already have Koodo Home Internet and want to upgrade your speed, login to Koodo [Self Serve](http://www.koodomobile.com/my-account/manage-subscriptions) and select 'Manage Internet and subscriptions.' All available plans for your address will be displayed and you can select the one that fits you best. <br><br>

## 3. Where can I find the promotion and sale deals on Koodo Internet?
To check the current promotions and deals on Koodo Internet, check out [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet). There you can see the up-to-date information on our offers and choose the best plan that suits your needs.<br><br>

## 4. Does Koodo Internet have a money-back guarantee?
Yes, Koodo Internet has a 30-day money-back guarantee. If you’re not completely satisfied with your service, you can  cancel within 30 days of signing up for the service for a refund of service cost to date.<br><br>

## 5. What type of internet does Koodo offer? 
Koodo Internet is only available for cable internet (coax cable). Since our services are available in select provinces and areas, please make sure to check service availability on [Koodo.com/Internet](https://www.koodomobile.com/en/shop/subscriptions/internet).<br><br>

## 6. Can my Koodo Internet subscription get suspended?
Currently, suspension is not available for Koodo Internet. If you have issues with your account and services, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to book a callback with one of our reps. <br><br>

## 7. What is the usage limit on Koodo Internet?
All Koodo Internet subscription plans are unlimited. No throttling or data overage charges, so you don’t have to worry about your usage.<br><br>

## 8. What should I do if the Koodo Internet website isn’t working?
If you’re experiencing issues with our site, try clearing your browser cookies and cache or closing your browser and logging in again.

If you’re using Internet Explorer, we recommend using the latest versions of one of the following browsers instead for optimal performance:

- [Google Chrome](https://www.google.ca/intl/en_ca/chrome/)
- [Mozilla Firefox](https://www.mozilla.org/en-CA/firefox/new/)
- [Microsoft Edge](https://microsoftedgewelcome.microsoft.com/en-us)

If you still experience issues after trying one of these recommended browsers, please use one of our [support tools](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs) to contact us, and a rep will help you out.<br><br>

## 9. How do I register for Self Serve?
If you’re new to Koodo, we’ll send you a link to finish your Self Serve registration. If you already have a monthly plan with us and have a Self Serve log in, you don’t need to register again. We’ve got you covered with all your info with the same log in. If you can’t find the Self Serve registration link or have lost the email, please schedule a callback and one of our reps will be happy to help you.<br><br>

## 10. How do I transfer my Koodo Internet subscription?
We’re currently unable to transfer your Koodo Internet subscription to someone else. If you’d like to change ownership of your account, please cancel first and order a new line to the new person you’d like to transfer it to. The new customer will need to check out our [Internet](https://www.koodomobile.com/en/shop/subscriptions/internet?INTCMP=KMNew_NavMenu_Shop_KoodoInternet) page to see the plans and what’s available based on their address.<br><br>

## 11. What are the Koodo Internet call center hours of operation?
Both [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and koodomobile.com are here to assist you 24/7. If you'd like to speak with a rep, we're open 9 AM - 9 PM EST every day of the week.<br><br>

## 12. Why didn’t I get any emails from Koodo?

If you think you haven’t gotten a home internet order confirmation email from Koodo, please refer to the tips below.

1. For new orders, please give our team some time to process them. You can expect a confirmation email from Koodo regarding your home internet order and its status within a few hours.

2. Please check your spam/junk folders for emails from our team.

3. If steps 1 and 2 did not solve your problem, please schedule a callback and one of our reps will be happy to help you. <br><br>

## 13. Can I receive paper bills or receipts from Koodo?
You can view your receipts anytime through [Self Serve](http://koodo.com/selfserve). If you need to print your receipt(s), you can do so using your secure Self Serve account. You'll be able to view, print, and download past receipts. <br><br>

## 14. Is Koodo Internet available in my area?
To check if Koodo Internet is available in your area, go to our Internet page and enter your address in the “Check availability for Internet Plans” search bar. 

__Note:__ We're always expanding! If you checked your address before and didn't qualify, try again - you might now be eligible for service.<br><br>

## 15. What’s my account number?
There are no account numbers associated with Koodo Internet. If you’re looking to make a payment, please note that we charge your credit card automatically for your Koodo Internet subscription. Please make sure you have a valid credit card on your account. <br><br>

## 16. Can I request a technician to install a new coax line?
For all installation-related questions, please schedule a callback with our team. We’ll determine how we can help you, depending on your question. <br><br>

## 17. Why was my internet order rejected?

Once you place an order, we further evaluate your address and our home internet service coverage area. If your address isn’t serviceable, you’ll get an order rejection, an email with instructions for returning any equipment that we sent you and, if applicable, information on refunds. If you still have questions about your order, please schedule a callback. <br><br>

## 18. Where can I check for internet outages?

To check if Koodo service is down today, you can visit the TELUS Service Status site at [telus.com/status](https://www.telus.com/en/on/outages?INTCMP=VANstatus). This site provides up-to-date information about planned maintenance outages and unexpected incidents, and it allows you to report any outages that may occur. 

You can search for the address experiencing issues to see nearby outages, any actions to be taken, and where to find further information and support. You can also sign up for email or text message notifications for real-time updates on the status of your issue. <br><br>

__Related help pages:__

- [Ordering and activating Koodo Internet](https://www.koodomobile.com/en/help/ordering-online)
- [Internet shipping FAQs](https://www.koodomobile.com/en/help/internet-shipping-faqs)
- [Koodo Internet Billing FAQs](https://www.koodomobile.com/en/help/koodo-internet-billing-faqs)
- [How to find the Coax Line for Koodo Internet in your home](https://www.koodomobile.com/en/help/how-to-find-the-coax-line-for-koodo-internet-in-your-home)

Koodo Internet: General FAQs

We ship to all Canadian addresses, including those in Nunavut and the Northwest Territories. Orders with non-Canadian addresses can't be processed. We use different shipping companies, depending on your location. Make sure that someone will be available to sign for the package between 9am to 5pm, Monday through Friday. Packages with insufficient delivery information will be returned to Koodo. A non-refundable shipping fee ($15) may be charged at the time of purchase for online orders.

__Heads up!__ There's no exchange process online, which means that, if you're not satisfied with the phone you received, you must return it and buy another phone. Please note that a shipping fee will be applied to the new phone.

Koodo and the courier services we use are not responsible for any missing or incorrect information entered on your order.

Please note that web orders cannot be modified regardless of whether the order has been shipped out already or not

[Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp)

__Note:__ SIM-only/BYOD-only orders can’t be tracked. SIM-only orders are normally delivered in 3-5 business days.

Your order number is in the shipping email we sent you. This order number starts with 'HFO' followed by a string of numbers (e.g. HFO12345678). Easily [Track your order](https://shop.koodomobile.com/checkout/order/orderSearch.jsp) by entering the order number and email address you used for your purchase. 

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

__1 - What should I do if the tracking number for my new phone is not available?__

Please go to [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support) and ask to schedule a callback, so one of our reps can help you with this. <br><br>

__2 - Can you provide an estimated delivery timeline for SIM-only orders?__

SIM-only orders are usually delivered within 7-10 business days.<br><br>  

__3 - Do you ship to Canadian P.O. boxes?__

Yes, we do!<br><br>  

__4 - Which company do you ship with?__

The shipping email you receive will state which company the item is being shipped with.<br><br>

__5 - What are the estimated shipping times in Canada?__

The latest shipping times are stated separately for each device.<br><br>

__6 - What should I do if I've lost my tracking number?__

Please go to Koodo Assist and schedule a callback, so a rep can help you with this.<br><br>

__7 - Can I change the shipping or delivery address after placing my order?__

No, all orders are shipped exclusively to your credit card's billing address provided at check out. This is done to preserve the security of your information.

  </div>

<br><br>__Related help pages:__

- [Ordering online](https://www.koodomobile.com/en/help/ordering-online)
- [Returning or exchanging your Koodo phone](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone)

Just made an online order with Koodo? Find out what you need to know about shipping and delivery here. 

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

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

__What is Amazon Prime?__

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

__What if you already have an Amazon Prime account?__

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

__What are the Prime membership benefits?__

Prime members can enjoy the following benefits:

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

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

__Where to watch Prime Video:__

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

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

## How can you get Amazon Prime?

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

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

__How can I start using my Amazon Prime benefits?__

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

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

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

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

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

__How to cancel Amazon Prime on your Koodo account__

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

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

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

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

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

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

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

__Having trouble logging in to your Amazon Prime account?__

Visit [Koodo Assist](https://www.koodomobile.com/en/help?CMP=emc_koodo_prosp) and type “Amazon Prime,” and our digital rep will be happy to help point you in the right direction.
  </div>

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

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

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

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

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

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

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

__3. Does this offer include all Prime benefits?__

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

__4. How can I qualify for this offer?__

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

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

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

__6. Is Prime Video ad-supported?__

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

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

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

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

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

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

Amazon Prime

Amazon Prime on Koodo

### __Pre-order online. Skip the real-life line.__
When you pre-order your phone with us, it's delivered right to your home.

### __What pre-ordering with Koodo looks like__
- [Choose the phone you want](https://koodomobile.com/phones "Choose the phone you want").
- Your credit card is charged as soon as you submit your order.
- We'll notify you by email when your order has been submitted and when your order has been shipped.

### __A few things__
- We can only deliver your phone by mail to your billing address, not to Koodo stores.
- You can only pre-order one phone per account.

### __Receiving your pre-ordered phone__
We want you to get your phone on the day it launches! We’re super dedicated to making sure this happens, but our delivery dates are only estimations.

### __Just so you know__
- The estimated delivery date of your phone is updated often on our website and is based on our inventory and the number of pre-orders we received.
- Orders are processed on a first-come first-served basis, but order approval times vary from order to order. Sometimes delays occur when we need more info from you. If that’s the case, one of our reps will be in contact with you as soon as possible.
- We might experience delays if inventory levels are lower than expected.

### __Returning or cancelling your pre-ordered phone__

__1. If you want to cancel your order__
  - You can cancel your order before it’s shipped by emailing us at __koodo.webstore@koodomobile.com__ with your request and order information. If you cancel your order after it’s been mailed out, you’ll need to submit a return request.

__2. If you want to return your order__
  - If you’re not satisfied with your order, you can return it within 30 days of purchasing, as long as it’s in like-new condition, including all accessories and proof of purchase. [See our return policy.](https://www.koodomobile.com/help/returning-or-exchanging-your-koodo-phone "See our return policy.")

Email us at koodo.webstore@koodomobile.com to get started on your return. We’ll send you a self-addressed envelope to ship the phone back to us.

Can't wait to get your hands on the latest device? Here's everything you need to know about pre-ordering your phone with Koodo. 

Before you buy

Pre-ordering your phone

Ever wondered what all those mysterious ports and blinking LEDs on your modem and router actually do? 

In this user-friendly guide, we'll break down all the techy stuff about these essential devices, so you can confidently decode and navigate the digital world!

<div class="collapsible">
  <h3> Wi-Fi 6 Router </h3>
</div>
<div class="content">

![understanding-your-modem-and-router](//images.ctfassets.net/8cecwr1x4jkf/3ffF9gmuf8Yxgvo7kwEYnF/58e69dc79bcbd0b0b1391672584dce9d/understanding-your-modem-and-router.png)

Ports
| Port/button     | Description     |
| ---------- | ---------- |
| WPS Button       | Pressing this button for 10 seconds will activate the WPS connection. When this happens the LED on the font of the boost will flash purple.       |
| Power adaptor port       | This is where the power adaptor is connected. |
| 2.5G       | to be connected to: <br><br><ul><li>Sercomm DM1000 Cable Modem. (acts as WAN port)</li></ul> |
| Ethernet port 1 and 2       | Ethernet ports that support up to 1G speeds. |
| Factory Reset       | Pressing this button will resort the unit to its factory default settings. For steps see [How to: factory reset](https://koodomobile.com/en/help/i-forgot-my-home-wifi-network-password).  |

LEDs
| Light     | Description     |
| ---------- | ---------- |
| No light       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is turned-off <br><br><ul><li>Make sure the power cable is plugged correctly</li> <li>Try a different outlet</li></ul> |
| White       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is starting up <br><br><ul><li>Do not interrupt this process</li> <li>The light will turn solid green in a few minutes, when the process is complete</li></ul> |
| Green       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is online <br><br><ul><li>Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is connected to the internet and working properly</li></ul> |
| Green flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is updating <br><br><ul><li>Do not interrupt the process</li><li>The light will turn solid green in a few minutes, when this process is complete</li></ul> |
| Purple flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is updating the firmware <br><br><ul><li>Do not interrupt the process</li><li>The light will turn solid green in a few minutes, when this process is complete</li></ul> |
| Amber       | One of your Boost Wi-Fi 6 Lite/Wi-Fi bands are off <br><br> <ul><li>Either one of the 2.5GHz or 5GHz Wi-Fi radios are turned off</li></ul> |
| Red       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router can’t connect to the internet <br><br> <ul><li>DM1000 direct connection<ul><li>Make sure the Ethernet cable is plugged into the 2.5G port of the Boost Wi-Fi 6 Lite/Wi-Fi 6 Router and the 2.5G port of Sercomm DM1000.</li></ul></li><li>If the light remains solid red for more than 10 minutes, call us for support</li></ul> |
| Red flashing       | Your Boost Wi-Fi 6 Lite/Wi-Fi 6 Router is factory resetting <br><br> <ul><li>Do not interrupt this process</li><li>The light will turn solid green in a few minutes when the process is complete</li></ul> |

<style>
  .article-content table tbody tr td {
    text-align: left !important; 
  }
</style>

  </div>

<div class="collapsible">
  <h3> Boost Wi-Fi 6 Lite - View and LEDs </h3>
</div>
<div class="content">

New to the Lite router? Check out the images and tables below! You'll find shots of the top, front, and back of the Boost Wi-Fi 6 Lite router, along with handy details on LED light statuses and what each button and port does.

__Heads up!__ The [Wi-Fi 6 router](https://homesolutions.onesource.tsl.telus.com/content/?pgid=200145&tx=14655&topic=products_pricing|internet|home_internet_ab_bc_qc_ilec_|services|&subject=GoEast:_Wi-Fi_6_Router&srcRef=19) has a completely different appearance than the __Boost Wi-Fi 6 Lite router__. Both units will state their router name on their label. 

![understanding-your-modem-and-router](//images.ctfassets.net/8cecwr1x4jkf/6ZK5DB45GVErEw7SrQKeGL/0944cb9221752768e13c81e3ce2d10b7/new_router.jpg)

Ports
| Port/button     | Description     |
| ---------- | ---------- |
| WPS Button       | Pressing this button for 1 second will activate the WPS connection. When this happens the Wi-Fi LED on the font of the boost will flash green.       |
| Power adaptor port       | This is where the power adaptor is connected. |
| WAN/LAN       | Support up to 1G speeds, to be connected to: <br><br><ul><li>Sercomm DM1000 Cable Modem.</li></ul> |
| LAN       | Ethernet ports that support up to 1G speeds. |
| Factory Reset       | <ul><li>Pressing this button for 5 seconds will trigger normal factory reset, and the LED will flash red<ul><li>This mode will not change the boost lite from router mode to AP mode</li></ul></li></ul><ul><li>Pressing this button for 20+ seconds will trigger full factory reset, and the LED will flash between red and amber<ul><li>This mode can change the boost lite from router mode to AP mode</li></ul></li></ul>  |

LEDs
<table
  cellpadding="10"
  cellspacing="0"
  style="border-collapse: collapse; width: 100%"
>
  <thead>
    <tr>
      <th>Light</th>
      <th>Description</th>
      <th>Light behaviour</th>
    </tr>
  </thead>
  <tbody>
    <tr>
      <td rowspan="5">Internet</td>
      <td>Device starts obtaining IP address</td>
      <td>Flashing green</td>
    </tr>
    <tr>
      <td>IP is obtained/Internet available</td>
      <td>Solid green</td>
    </tr>
    <tr>
      <td>Firmware upgrade</td>
      <td>Flashing orange</td>
    </tr>
    <tr>
      <td>Factory reset</td>
      <td>Flashing red</td>
    </tr>
    <tr>
      <td>No Wi-Fi radio enabled. Mesh and Wi-Fi LED will be off.</td>
      <td>Solid Red</td>
    </tr>
    <tr>
      <td rowspan="3">Mesh</td>
      <td>
        Wi-Fi backhaul signal is too strong (refer to the device's current
        uplink)
      </td>
      <td>Bright green for 7 seconds, off for 3 seconds and repeat</td>
    </tr>
    <tr>
      <td>
        Wi-Fi backhaul signal is too weak (refer to the device's current uplink)
      </td>
      <td>Bright green for 3 seconds, off for 7 seconds and repeat</td>
    </tr>
    <tr>
      <td>Wi-Fi backhaul signal is good or Ethernet uplink established</td>
      <td>Solid green</td>
    </tr>
    <tr>
      <td rowspan="7">Wi-Fi</td>
      <td>All Wi-Fi radios are enabled</td>
      <td>Solig green</td>
    </tr>
    <tr>
      <td>Error or all Wi-Fi radios are disabled</td>
      <td>Solid red</td>
    </tr>
    <tr>
      <td>One Wi-Fi radio is disabled</td>
      <td>Solid orange</td>
    </tr>
    <tr>
      <td>WPS in progress</td>
      <td>Flashing green; Walk time: 2 Min; One second on, One second off</td>
    </tr>
    <tr>
      <td>WPS pairing success</td>
      <td>Solid green for 10s then back to previously known state</td>
    </tr>
    <tr>
      <td>WPS failure</td>
      <td>
        Solid red 10s to indicate pairing failed then goes back to last state
        (prior to pairing)
      </td>
    </tr>
  </tbody>
</table>

</div>

Troubleshooting

Equipment

Understanding your modem & router (ports & LEDs)

## 1. __How can I update my payment method?__

To ensure the payment method you provide is always up-to-date, you can easily update your info anytime through [Self Serve](https://www.koodomobile.com/my-account/subscriptions/manage-payment). You can follow the steps below to update your billing information:

1. Log in to your Self Serve account and click __Manage internet and subscriptions.__

2. Under the “Manage your payment info” section, select __Update your credit card.__

3. Update your card information and make sure to save all the changes.

__Note:__ Koodo Internet allows only pre-authorized payments, so you won’t be able to make any one-time payments. You’ll be charged on your billing date. All outstanding charges will be billed to your credit card in 1-2 business days.

If you have trouble updating your billing information, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to schedule a callback, and a rep will help you with this.<br><br>

## 2. __What should I do if I've been overcharged for services?__

For more information about your home internet charges, please review your receipts in Self Serve. <br><br>

## 3. __How can I view or download a payment receipt? Where can I find my transaction number?__

You can easily access and view your monthly receipts at [Self Serve](https://www.koodomobile.com/my-account/subscriptions/receipts). You can also find the details of your billing date, amount paid, and transaction number on your receipt. <br><br>

## 4. __How do I submit my payments for tax exemption?__

Please download your receipts from Self Serve and submit them when you file your taxes. <br><br>

## 5. __Can I add my internet charges to my monthly bill?__

Koodo Internet is a subscription-based service, so it can’t be combined with any other Koodo subscriptions or services. <br><br>

## 6. Why was my credit card charged before my service was activated?

Koodo Internet is a __prepaid__ subscription service. Your first payment will be made at the time of purchase, but your regular billing cycle will commence 7 days from your chosen activation date.

__Still confused about when you’ll get charged?__

For instance, if you buy Koodo Internet on November 1 and set November 8 as your activation date:

- You'll be charged on November 1 for services from November 15 to December 14.
- Subsequent charges will occur on the 15th of each month. <br><br>

## 7. __How can I view the details of my subscription?__

You can view your subscription at Self Serve. <br><br>

## 8. What are the accepted payment methods?

To purchase a Koodo Internet subscription, you’ll need one of the following: 

- a valid Canadian-issued debit card from Visa or MasterCard 
- a credit card from Visa, MasterCard, or American Express

We don’t accept international credit cards.<br><br>

## 9. Can I pay with online banking? 

Koodo Internet is a subscription-based service, which means you won't receive a monthly bill for it. Instead, your monthly charges are automatically billed to the card on file. At this time, paying via other methods, like online banking, is not available. 


Payments and receipts

Koodo Internet: Billing FAQs

We're thrilled to have you on board and super excited to introduce you to all the fantastic goodies that come with your subscription to our top-notch internet service!

It's time to unbox the magic and discover the lineup of equipment that’ll give you what you need for seamless connectivity:

<div class="grid-container">
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/1GsIwPPfUpQOesLeAitVYR/52efa4fff3f424789ce7bd9fb69cb3c9/Asset_10.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem:</p>
      <p>
        This is the device that will give you access to wireless home internet.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3RYAZ68iBJ7HYJF8VLHl2r/f21c0b162fa3d3fe48d092514a9acf8b/Asset_7.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem power adapter:</p>
      <p>This will be the power supply for your modem.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3BfnEsBe9kMEH4uQZytlUH/7e1033f55dd4e017e68bd63432ca0f24/Asset_9.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem stand:</p>
      <p>
        This will keep your modem vertical and stable to improve its
        performance.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/4VzpxBhOVTlsWJEXnDuwaj/88b6bb928bd4d33c1250fd2ef27fd447/koodo_new_modem_ethernet_cabel.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Modem ethernet cable:</p>
      <p>This cord will allow you to connect your modem to your router.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/1Uyz0q1g6fzRUxmVuyepjf/0445a86e02c8b335d124960068937a6f/koodo_new_wifi_router.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">
        Boost Wi-Fi 6 Lite (Wi-Fi 6 Router):
      </p>
      <p>
        This is a networking device that allows communication between the
        internet and the devices in your home.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/2WqGvm7MZWtWcCDaHVbSPs/6547ee2e282a3f611459a05f28b827f0/koodo_new_power_adapter.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Router power adapter:</p>
      <p>This will be the power supply for your router.</p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/3GW7du2ovUPmJTSz1bqJKW/1400e83ae3d636fafdd4ce4d8c4d168e/koodo_new_router_ethernet_cabel.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Router ethernet cable:</p>
      <p>
        With this cord, you can hook up your equipment to the local area network
        (LAN) and get on the internet.
      </p>
    </div>
  </div>
  <div class="grid-item">
    <div class="grid-image">
      <img
        src="https://images.ctfassets.net/8cecwr1x4jkf/45kyhkqVZCyyMY3MNg1KbP/1856d44603a77a4a783147465a3d03a3/koodo_new_coax_cable.svg"
      />
    </div>
    <div class="grid-text">
      <p class="label">Coax cable:</p>
      <p>
        This is the main connection that brings high-speed internet to your
        modem.
      </p>
    </div>
  </div>
</div>

What's in the box?

Want to create a Wi-Fi network for your guests without giving away the details of your primary connection? Follow the simple steps below, and you'll be the ultimate tech-savvy host in no time!

__Step 1:__

a) Start by opening a browser window and typing the default IP address for the Boost Wi-Fi 6 Lite router (Wi-Fi 6 Router) in the address bar at the top: __192.168.1.254__

b) Next, to get into the online settings for your Boost Wi-Fi 6 Lite Router, you'll need to use the login info found on the same sticker as the LED details (to get to the sticker, remove the router’s bottom cover). 

c) Find the IP address for your Boost Wi-Fi 6 Lite Router in Insight.

d) Type that IP address into your browser window. You can use the same login info found on the sticker (yep, the same one as step b above) to get to the online settings for your Boost Wi-Fi 6 Lite Router.

__Step 2:__ From the left-side menu, select __Wi-Fi.__

__Step 3:__ From the top of the page, select __Guest network.__

__Step 4:__ From the dropdown “Status” menu select __Enabled__, then select __Save__.


Wi-Fi & Internet

How to set up a guest network

You know what's often the best fix for Internet connection problems? Resetting your devices!

### Resetting your modem

1. Unplug the power cables from the back of the modem device.

2. Wait for around 30 seconds, then go ahead and reconnect the power cable to your modem, extender, and/or Boost Wi-Fi. 

3. After the restart, your modem will need a couple of minutes to re-boot.

4. In your device's Wi-Fi settings, check that you're connected to your Wi-Fi network. Next, open your browser to test your Internet connection again.

__Heads up!__ Sometimes, resetting your modem might be only a temporary fix. If the issue keeps coming back, check out our other [Koodo Internet help pages](https://www.koodomobile.com/en/help/article-categories/internet-setup) for more information.<br><br>

### Boost Wi-Fi 6 Lite (Wi-Fi 6 Router): How to do a factory reset

You can do a factory reset if your Wi-Fi 6 won’t connect and all other troubleshooting attempts haven’t worked:

1. __Factory reset the Boost Wi-Fi 6 Lite/Wi-Fi 6 Router:__ Press and hold the factory reset button for 3-5 seconds (the factory reset button is located on the back of the device to the right of the LAN ports).

2. The LED will flash __red__ to indicate that a factory reset has occurred. Wait until the light returns to a __solid green__. 

3. Network name and admin password are on the bottom of the device below the removable base.


How to reset your modem and your router

If you’ve cancelled your Internet services with Koodo or you need to exchange your device for a new one, it’s time to return your hardware! 

Just follow the super simple instructions below that match your situation:

### If you cancelled

1) Place the devices (Modem and Boost Wi-Fi 6 Lite/Wi-Fi 6 Router) into a secure return package. 

2) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.

3) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes.

### If you need a device swap

1) Go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and request to speak to a rep

2) The rep will process a device swap and will send you a hardware-return email that contains a return number that you will supply to Canada Post. 

3) Once your box is packed, drop it off at a [Canada Post outlet of your choice](http://canadapost.ca), and tell them the __return ID number PR142924__.  They’ll print a label for your box at no cost to you.  

4) Don't forget to keep a copy of the Canada Post receipt for reference and tracking purposes. 


Returning your hardware

## What network traffic management means

Data usage is growing in Canada and to make sure that our customers receive a consistent user experience, we manage the traffic on our wireless networks. This means that we use advanced network management technology, like reduced speeds for the Unlimited Data add-on and video experience optimization.

Our Koodo network traffic management policies are explained below:

<div class="collapsible">
  <h3> Unlimited Data  </h3>
</div>
<div class="content">

__If you're using wireless data and have Unlimited Data as a Koodo plan perk or a purchased add-on,__ we may reduce or “control” your speeds when your data usage exceeds a specific range of use or threshold. 

## FAQ

__1. Why is Koodo implementing reduced speeds after my plan reaches its full-speed data threshold?__

Unlimited Data allows you to use as much data as you like while in Canada without being charged data overages. After your plan’s full-speed data bucket is exhausted, Koodo will reduce the maximum speed for the remainder of your bill cycle. This allows us to minimize the impact on the experience of our overall customer base of a small number of users with uncharacteristically high usage. As a result, Koodo can maintain an exceptional network experience for all of our customers. 

__2. How does it work?__

When your total data usage exceeds the full-speed data bucket included in your rate plan during your bill cycle, your data speeds will be reduced to a maximum of 512 Kilobits per second (Kbps) for downloads and uploads for the remainder of your bill cycle. Your data speeds will be reset to full speed on the first day of your next bill cycle. 

__3. Who does reduced speeds apply to?__

All existing customers who have a Koodo Unlimited Data add-on or plan perk and who reach their full-speed data threshold during their bill cycle will experience reduced speeds for the remainder of that bill cycle.

__4. What is the impact of reduced speeds?__

Reduced speeds should not affect any applications that require less than 512Kbps of download bandwidth or 512Kbps of upload bandwidth, but it could affect the performance of applications that normally require greater bandwidth. This means you’ll still be able to browse the Internet and use email, but video quality will be reduced, and other high-bandwidth applications will take longer to load. Reduced speeds apply to all types of data traffic, except Voice over LTE (where available), and it doesn’t apply to circuit switch-based voice services (including 911).

__5. What are some activities that can trigger significant data usage?__

The following are some examples of activities that could trigger significant data usage:

- Streaming/downloading video or audio from the Internet
- Sharing your phone’s mobile data connection with a laptop (tethering, where permitted) or with other smartphones (for example, by creating a personal hotspot)
- Using navigation apps
- Uploading or sharing photos and videos through social media, email, or messaging apps
- Browsing the Internet for prolonged periods
- Using apps that automatically update or require the use of location-based services

__6. How can I manage and track my data usage?__

The following tips can help you manage your data usage:

- Connect to a Wi-Fi network when available
- Update applications over Wi-Fi
- Close and sign out of applications whenever possible

To track your data usage, you can use Koodo [Self Serve](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/usage&env=ra). 

  </div>

<div class="collapsible">
  <h3> Wireless Video Experience Optimization  </h3>
</div>
<div class="content">

## FAQ <br><br>

__1. What is Wireless Network Experience Optimization?__

In order to enhance the overall performance of our networks for all customers and provide the best possible experience when viewing web pages and streaming videos on your mobile wireless device, we’ve implemented Wireless Network Experience Optimization which improves video streaming and web page loading by encoding files to reduce their size. As a result, videos may load faster and may have less buffering. You may also use less data, which can save you money.

With Wireless Network Experience Optimization in place, you can continue to access the same range of Internet content, applications and services, subject to the general rules in our standard mobility Service Terms.<br><br>

__2. Why is Koodo implementing Optimization?__

The radio spectrum in Canada that is needed to support data use is limited and the networks that rely on this spectrum are rapidly becoming congested. At Koodo, we want to make the best use of the spectrum available to us by ensuring fair access for all customers. As a result, we’ve implemented Wireless Network Experience Optimization throughout our wireless network by managing the amount of bandwidth consumed by streaming videos. <br><br>

__3. What types of Internet content will be optimized?__

Optimization may apply to any detected streaming video that is accessed on a mobile wireless device over the Koodo network in Canada. Optimization doesn’t apply to videos or images saved or downloaded to your device, video messages, or conferencing, or videos you stream when connected to a Wi-Fi network. The level of optimization will differ if optimization by certain video content providers is more restrictive, which in turn will define customer experience.<br><br>

__4. Who does video optimization apply to and when?__

Video network optimization applies to all of our wireless customers. Any device connected to the Koodo wireless network will be optimized in order to preserve the performance of our network and ensure fair access for all customers. This includes smartphones, tablets, Internet keys, and smart hubs. 

Video Experience Optimization has been in effect since November 31, 2012. Web Image Optimization has been in effect as of April 17, 2015. 

  </div>

Network Traffic Management

Koodo’s Network Traffic Management Policies

With Easy Roam® you can use your existing phone plan when you travel abroad. You're only charged for the days you use your monthly plan's minutes, data or texts. Check our Easy Roam page to see how much it costs to use your phone while you travel.

(This applies if you’re traveling to the U.S. and don’t already have a CAN-US plan. If you don’t want to opt-in to Easy Roam while visiting the U.S., you’ll be charged at our standard pay-per-use rates).

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

<div class="collapsible">
  <h3> How to add Easy Roam to your account </h3>
</div>
<div class="content">

Only [Authorized users](https://www.koodomobile.com/help/permissions "Authorized users") are able to add Easy Roam to an account.

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. From the __Self Serve__ dropdown menu, select __Mobile services__
3. On the __Mobile services__ page, select __"Travel with Easy Roam"__
4. On the __Easy Roam__ page, select the "Add Easy Roam" button *(once you have the Easy Roam add-on on your account, it'll say "Easy Roam active")*
5. You're good to go! You can now use your Koodo phone while travelling abroad.

__Note:__ If you don't want to use Self Serve, you can always text __ROAM__ to __7626__ or get help from [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to activate Easy Roam.<br><br> 

### Adding Easy Roam to each individual account
Sweet! You've added Easy Roam. Anything else? Maybe! You'll need to add Easy Roam to all the other Koodo phone numbers that will be travelling as well. To add Easy Roam to an account you have to be an [Authorized user](https://www.koodomobile.com/help/permissions "Authorized user").

If you've done that, awesome. You’ll get a text message once you’ve landed in your destination confirming that Easy Roam is now active.

__Heads up!__ 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.
  </div>

<div class="collapsible">
  <h3> Don't want to use Easy Roam? </h3>
</div>
<div class="content">

If you don't use Easy Roam while travelling, your talk, text and data usage will be charged separately from your regular monthly plan at our standard [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").

To access pay-per-use rates outside the U.S., you'll need to add the __International Voice Roaming__ and __International Data Roaming__ add-ons to your account if you want your phone to work abroad. If you're using Easy Roam while travelling abroad, you don't need to do this.
  </div>

<div class="collapsible">
  <h3> How to add international pay-per-use add-ons for non-Easy Roam customers </h3>
</div>
<div class="content">

1. Log in to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account.
2. In the drop-down menu, select __Mobile services__.
3. Select __manage__ beside the Add-ons section.
4. Find __International Voice Roaming ($0/month)__ and select __Add to Plan__ so you can call and text while travelling outside of Canada and the U.S.
5. Select __Submit__ on the next screen. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
6. After you’ve added this, return to __Add-ons__ and add __International Data Roaming ($0)__. This feature won't be available until you complete Step 3. If you don’t want to use data, skip this step. If this add-on is already on your account, you'll see it under __Your current add-ons__ at the top of your screen.
7. You're good to go! You can use your Koodo phone while travelling abroad at [pay-per-use rates](https://www.koodomobile.com/payperuse "pay-per-use rates").
  </div>

<div class="collapsible">
  <h3> International service provider coverage </h3>
</div>
<div class="content">

International service providers may offer different services and their networks may have different frequencies.

In North America, Koodo phones are compatible with HSPA 850/1900 MHZ frequencies or newer. While traveling internationally, Koodo phones are compatible with HSPA 850/900/1800/1900 MHZ frequencies or newer. If the provider within the country doesn't offer the same frequency, your phone might not work on their network.

If the country you're travelling to doesn't have compatible frequency, you could try to rent a phone from a local provider. You can use your Koodo SIM card in the rental phone, access one of our partner companies and be charged with the above roaming rates. [See our PDF list of eligible countries, frequencies and carriers.](https://assets.ctfassets.net/8cecwr1x4jkf/4LXFhimjwcok4pWRX7opfh/ec82c8c4d2d6347da76181f40e05c037/English_Coverage_Maps_Updated_2022_09_30.pdf)

  </div>

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

## Calling to check your voicemail

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage (if 24 hour period is not already active)
- Minutes will not be used from your monthly plan

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

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

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

__Tip: You can avoid the Easy Roam fee by using a landline to call your Voicemail. How?__

1. Dial 10-digit handset number (local). or 1 + 10-digit handset number (if long distance).
2. Press * to interrupt the greeting.
3. Enter password.
4. Follow the voice prompts.

__Note:__ Long distance charges will apply on the landline phone if dialing long distance to retrieve messages.

## Using voicemail and applicable charges

If you are using your Koodo mobile device, in most cases you will be able to access your voicemail as usual. Voicemail is treated like any other call while roaming, and the following charges will apply:

- __Easy Roam:__ Will not use your monthly rate plan's minutes, but will activate the daily Easy Roam fee if you haven't done so already.
- __Pay-per-use:__ If you do not have Easy Roam, calls to voicemail will be subject to the roaming pay-per-use rate for the country you’re calling from.

If you’re not able to access your voicemail from your Koodo mobile device, or if you are calling from a landline:

- Dial your own cell phone number from landline and then press * during greeting.

__OR__

- Dial the Voicemail: access numbers either from your cell phone or landline and follow the voice prompts.

__Set up your voicemail before you leave__

Ensure that you have set up your voicemail before leaving Canada, as you will not be able to do so while traveling. To set up your voicemail, try one of the following:

- From your Koodo mobile device, call your 10-digit number and follow the prompts
- From your Koodo mobile device, speed dial 1 and follow the prompts

__Voicemail notifications may not always work__

In some travel destinations, the voicemail notification on your device may not be available when someone leaves you a message in your voicemail.

  </div>

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

### 1. When do pay-per-use roaming rates apply?
Pay-per-use applies if: you haven't opted into Easy Roam, and/or you travel to a destination that is not eligible for Easy Roam.

### 2. What happens if I have Easy Roam and I use my phone during a layover? Ex: I am travelling to Asia but have a layover in the U.S.
If you have Easy Roam and you use your phone during your layover, you'll be charged $14/day. If you arrive at your international destination on the same day and you use your phone, you'll also be charged $16/day.

### 3. My Koodo rate plan includes unlimited calling and 2 GB of data per billing cycle. I’m travelling to France next week for two days. What does paying the $16 per day for two days get me?
- You'd be able to make calls to Canada and within France.
- You could use your data exactly how you would at home in Canada, and would have 2 GB available minus whatever you’ve already used in your billing cycle so far. If you're on a Shock-Free® data plan, you'll receive data notifications at 50%, 90% and 100%, after which your data will be blocked. You can choose to top up your data at the domestic rate.

### 4. If I'm on a cruise and I have Easy Roam, can I use my Canadian rate plan?
- No, cruises aren't covered by Easy Roam so you'd be charged the roaming pay-per-use rate.
- Our satellite and cruise ship rates:
  - Voice rate: $7/minute
  - Outgoing text messages: $0.75/SMS
  - Data is not available on cruise ships - customers should discuss Wi-Fi access with their cruise ship provider

### 5. I didn't receive an Easy Roam confirmation message. What should I do?
So, you added Easy Roam before you left Canada. You arrived at your destination but didn't get an Easy Roam confirmation message. Here's what you can to do check if it's been added:
- Text ROAM to 7626
- Double-check if Easy Roam has been added to your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account

### 6. Can I cancel Easy Roam?
Yep! You can opt out by: 

- Logging into [Self Serve](https://koodomobile.com/selfserve "Self Serve")
- Select "Mobile Services"
- Select "Manage Add-ons"

### 7. Why your bill might be higher than expected when you return home
Oh no! You've returned home from your trip only to find that your bill was higher than usual. If you added Easy Roam after landing in your travel destination, you might have incurred pay-per-use charges up until that point. Check your usage online on your [Self Serve](https://koodomobile.com/selfserve "Self Serve") account to see details about your charges.

### 8. How can I avoid roaming charges when travelling?
When you arrive at your destination, you’ll receive a Welcome SMS notification explaining your roaming options and the rates, if you choose to use your device. This doesn’t mean that you’re being charged for roaming. 

If you want to avoid roaming charges altogether, simply turn __OFF__ data and data roaming in your device settings, and don’t make calls, answer incoming calls, or send outgoing text messages. 

### 9. How can I avoid roaming charges when close to the U.S. border?
If you’re close to the US border, sometimes the signals from a neighbouring U.S. network are stronger than the Koodo network and your device could connect automatically to a U.S. network as if you’re roaming. If this happens, you’ll likely receive a Welcome SMS notification that makes it seem like you’re in the U.S. and might be accidentally billed as roaming. Here are some tips to avoid accidental roaming when close to the border: 

1. __Turn off data roaming__ 
Having data roaming turned off in your mobile device’s settings when close to the U.S. border will help avoid accidental data roaming charges. 

2. __Manually select Koodo as your mobile network operator__
Your device is already set to automatically connect to the Koodo network while in Canada; however, to ensure seamless service while traveling, this setting will also pick up the applicable U.S. network whenever it’s stronger. If you’re consistently connecting to a U.S. network while still in Canada, you can manually select the Koodo network in your mobile device’s Settings to help avoid this.

__NOTE:__ If you opt to manually select the Koodo network, remember that you’ll need to switch back to the automatic network selection setting if you decide to roam in the U.S. or internationally. This will ensure that your service will work. 

### 10. How will I be charged for Easy Roam?

With Easy Roam, you only pay for the days that you choose to use your phone. Easy Roam will activate when you make a call, answer a call, send a text, or use data while travelling. Once activated, the Easy Roam daily rate will be valid each calendar day that you use the service until 11:59pm in the time zone where you are travelling. You won’t be charged on any days that you don’t do any of those actions. 

Incoming texts don’t activate Easy Roam, so you can receive texts without being charged. Using data over Wi-Fi when data roaming is turned off will also not activate the Easy Roam fee. 

### 11. Do I need to add Easy Roam for each trip?

No. Once you add Easy Roam, you can use it for all future trips. 

### 12. What else is included with Easy Roam?

Use the TELUS Health MyCare app to access health support from the U.S. at no extra cost when using Easy Roam

TELUS Health MyCare Travel provides 24/7 access via phone to U.S. registered nurses while in the states. Get advice on non-urgent health concerns and find out if you should seek in-person care. Learn more [here](https://www.telus.com/en/personal-health/my-care/travel?CMP=__health_acq_Travel_helparticle_Koodo_acquisition_download)

### 13. Why can't I send or receive texts on Easy Roam?

It’s likely that your roaming is not turned on in your Settings. Double-check your Cellular Data Options in your phone's settings and make sure that __Data Roaming__ is turned on.  
  </div>

<br><br> __Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling)
- [Changing your add-ons](https://www.koodomobile.com/en/help/changing-your-add-ons) <br><br>

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


Traveling abroad and want to use your Koodo services? With Easy Roam you can talk, text and surf wherever you go. 

Help_Landing_EasyRoam_ToArticle_Static_Link_May2023

Easy Roam®

We understand that it can be frustrating if your Koodo Mobile bill is higher than you expected. This page goes through some common reasons and explanations for unanticipated charges on your bill, like proration, credits expiring, previous Tab charges, roaming charges, or long-distance charges. The best way to check why your bill may be higher than expected is to log in to Self Serve and review the line-by-line breakdown of your bill in the __Billing__ tab.

<div class="collapsible">
  <h3> You’re a new customer with your first bill </h3>
</div>
<div class="content">

There are two common reasons that contribute to first bills that are higher than your following monthly bills. They are:

## 1. Partial charges “prorated charges” or “proration.”

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work:

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly 1 month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle.

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn’t start your billing cycle on the day you activate your mobility service. Instead, we have a few select days in a month when a billing cycle can start. For example, you may have activated your new Koodo service on June 11, but our closest billing cycle start date may not be until June 15.

So you may ask, what happens between the 11th and the 15th? Well, that is where the partial charges come in.

![EN - Partial charges graph](//images.ctfassets.net/8cecwr1x4jkf/2lyG3urrAPTx9tsbJq5HLc/6caf39219ce01a3eed649d97cfff20e0/EN-_Partial_charges_Graph_with_calculation.png?w=800)

If your service plan is $60 a month, you’ll pay that $60 on June 15 for the service used up to July 14. That’s your billing cycle in this example. Then, for the days between your start date (June 11) and the start of the billing cycle (June 15) you’ll pay a partial charge for those 4 extra days (June 11 + 12 + 13 + 14).

__How it’s calculated__

To calculate this charge, you need to take the monthly amount of $60 and divide it by 30 days to get your daily charge. In this example, it’s $2. Then you would take the $2 daily charge and multiply it by the number of partial days. In this example, it's 4 days. That gives you a partial charge of $8.

Add that onto your monthly charge, and you would be paying $68 for your first bill. For all the bills after your first, assuming there are no changes or additional usage charges, you would pay the $60 per month each bill.

Check out [this video](https://youtu.be/-OrlKWPqwu8) to learn more about partial charges on your first bill.

## 2. Connection fees

If you activate or upgrade in store, you'll see a one-time connection fee charge on your first bill, which includes the SIM card fee. For online purchases, including activations and renewals, the connection fee is waived but there is a one-time SIM card fee for new activations. For the connection fee and SIM card fee, check out [this Koodo page](https://www.koodomobile.com/en/bring-your-own-phone?srsltid=AfmBOoozzv7xxxQ06wpWj5nHhjxAaKtl9vPIGfXfiZoUd-ZX5UpLAsPr). 
  </div>

<div class="collapsible">
  <h3> You’re an existing customer adding a new line </h3>
</div>
<div class="content">

Your first bill is higher than your following monthly bills likely because you’ve been charged partial charges, also known as “prorated charges” or “proration.”

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work. 

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly one month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle. 

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn't start your billing cycle on the day you signed up for your additional service. Instead, we have a few select days in a month when a billing cycle can start. 

Given that you're an existing Koodo customer, you already have a billing cycle date assigned to you that you’re likely familiar with. It shows up on all of your bills. For example, you may notice that your billing cycle starts on the 15th of every month like clockwork. 

Now when you add a new line to your account, you’ll likely do so on a day that doesn’t line up with your billing cycle date. For example, let’s say you added a second phone plan and it’s activated on June 11 but your billing cycle starts on June 15. You may ask, what happens between the 11th and the 14th?

![EN - Partial charges graph](//images.ctfassets.net/8cecwr1x4jkf/2lyG3urrAPTx9tsbJq5HLc/6caf39219ce01a3eed649d97cfff20e0/EN-_Partial_charges_Graph_with_calculation.png?w=800)

__How it’s calculated__

Continuing with this example, let’s say that the normal monthly amount for your additional phone plan is $60 a month. If we divide that by 30 days, the daily amount is $2 a day. For the 4 days before your billing cycle starts, you’ll pay $8 in partial charges to cover those days, plus the $60 you would have paid anyway for the billing cycle that starts on June 15. In total, you would pay $68 for your first bill after adding the additional phone plan and then the normal $60 every month after that.

  </div>

<div class="collapsible">
  <h3> You upgraded to a new device before completely paying off your Tab </h3>
</div>
<div class="content">

When you sign up with a Tab, your Tab balance and Tab Bonus will be split into 24 months. The difference between the Tab and the Tab Bonus is that you pay a Tab charge to reduce your Tab balance every month, but your Tab Bonus is all for you - on us. 

If you decide to upgrade your device or cancel your service before your Tab balance and Tab Bonus reach $0, you’ll be charged the remaining balances on your next bill. 

This will appear as two different line items:<br><br>

   __Tab Payoff:__ This is your remaining Tab balance left over from your old device

   __Tab Bonus Payoff:__ This is the remaining balance on the upfront discount you received towards your device at the time of purchase.

In some instances, you might see two Tab charges on your bill as well.<br><br> 

__The first__ will be your final Tab charge from your previous Tab 

__The second__ Tab charge will be for the new phone you upgraded to.

![Example 2](//images.ctfassets.net/8cecwr1x4jkf/5jI31IbqjwPj1TRJhMGcJn/d19a965e087f8d32f590f900d2ca3cf1/Example_2.png?w=1000)

  </div>

<div class="collapsible">
  <h3> You’ve made a change to your rate plan or add-ons  </h3>
</div>
<div class="content">

It’s likely because you’ve been charged partial charges, also known as prorated charges or proration.

To help explain partial charges, we’ll need to start with an explanation of how billing cycles work. 

A billing cycle is a one-month period for which you are charged for your services. You typically pay for your month of service at the start of the billing cycle.

__Example:__

Let’s use your favorite video streaming service as an example. They have a billing cycle that starts on the very day you signed up, and that ends exactly one month later. For that month of video streaming, you pay the monthly fee at the start of the billing cycle for the month of service you’re about to use. You then pay it again when the cycle renews, at the start of the next one-month cycle. 

Koodo and other telecoms also use one-month billing cycles, but we operate a little bit differently. Koodo doesn’t start your billing cycle on the day you signed up for your additional service. Instead, we have a few select days in a month when a billing cycle can start. 

Given that you're an existing Koodo customer, you already have a billing cycle date assigned to you that you’re likely familiar with. It shows up on all of your bills. For example, you may notice that your billing cycle starts on the 15th of every month like clockwork. 

Now when you change your service, you’ll likely do so on a day that doesn’t line up with your billing cycle date. For example, let’s say you changed your Koodo plan on June 11 but your billing cycle starts on June 15. You may ask, what happens between the 11th and the 14th?

![EN - 11th and 14th](//images.ctfassets.net/8cecwr1x4jkf/4pG9zemyp7BAbQ5JRLT5gL/cc89416058e90ec6b7a8f359457e4826/EN_-_Partial_charges_Graph.png?w=800)

__How it’s calculated__

Continuing with this example, let’s say that the new monthly plan is $60 a month. If we divide that by 30 days, the daily amount is $2 a day. For the 4 days before your billing cycle starts, you’ll pay $8 in partial charges to cover those days, plus the $60 you would have paid anyway for the billing cycle that starts on June 15. 

Now for the credit, let’s say that your old monthly amount is $50. Similarly, if we divide that by 30 days, the daily amount is $1.67 a day. For those 4 days, you’ve already paid for them and a credit is due to you for the daily amount multiplied by 4 days, $6.68. 

In the end, you would pay $102 for your first bill after your plan change, plus the partial charges, and then subtract $6.68 for the credit that you’ll receive. This brings the total to $61.32 for that bill and then $60 per month after that.
  </div>

<div class="collapsible">
  <h3> You’re looking for your promotional credit  </h3>
</div>
<div class="content">

There are a few common reasons your promotional credit may be missing, depending on whether the credit was recently applied, whether you’ve had it for some time, or whether you recently changed your plan.

__If it’s a newer credit, it may not have made it to your bill yet__

If you recently signed up for a new service or had a credit applied to your account, it can take 1 to 2 billing cycles for it to appear. This means that it may not show up until your next bill or the one after that. 

Rest assured that you’ll still be getting the full value of the credit. For example, if the credit is valid for 12 months, the 12-month period will start once you’ve received your first credit so you won’t miss out on any savings. 

__If it’s an older credit, it may have expired__

If you got a great deal when you signed up for your service, it’s important to keep in mind that these discounts are applied in the form of a monthly credit that has an __expiry date.__ 

On your bill, it may look like you’re paying the full amount, but you’ll see a credit applied. 

If your bill has gone up suddenly even though you’ve been a customer for a while, it’s possible that the credit may have expired. 

Don’t worry, we have other promotions that you’re likely eligible for. To view them, you can visit the offers section in [Self Serve](http://koo.do/2rVC2N3).

__If you changed your plan, the credit may no longer be compatible__

If you’re interested in taking advantage of a new promotional plan, it’s important to keep in mind that credits associated with the previous plan could potentially be forfeited. 

This is because credits received during sign up were provisioned based on specific conditions (rate plan, minimum rate plan value, additional line, etc.), and therefore may not be compatible with a new plan. 
  </div>

<div class="collapsible">
  <h3> You received a promotional credit that’s lower than you expected </h3>
</div>
<div class="content">

When we offer you a bill credit at our discretion, either one-time or recurring on a temporary basis, it includes taxes based on the applicable taxes levied in the province of supply. This means it’s displayed on your bill as the before-tax value. 

For example, let's say you’re in Ontario and were offered a $10 credit for activating a new line on your Koodo account. Here’s how the breakdown would appear on your bill:

| Amount shown on the bill as activation credit ($10 including tax) | -$8.85 |
|-------------------------------------------------------------------|--------|
| Amount HST (13%) is reduced by                                    | $1.15  |
| Total amount of credit                                            | $10.00 |

  </div>

<br><br>__Related help pages:__

- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) 
- [Changing your rate plan](https://www.koodomobile.com/en/help/changing-your-rate-plan)
- [Everything you need to know about the Tab](https://www.koodomobile.com/en/help/everything-you-need-to-know-about-tab)

Why your Koodo bill may be higher than you expected

We understand that some things must come to an end. Before you unsubscribe, we have a friendly reminder that there are plenty of great offers available for you in Self Serve! Go to the __Change my plan__ section in Self Serve to [see if there’s a plan](https://www.koodomobile.com/selfserve)  that’s perfect for you. You can also schedule a callback with [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) to discuss available offers or to get answers to your other burning questions!

If you’ve explored Self Serve and chatted with our digital rep but simply couldn’t be wooed by our enticing offers, as you head out please keep in mind that:

1. You'll need to pay any outstanding bills and charges to your account.

2. If your Tab balance has not been paid off and/or you still have a remaining Tab Bonus balance, you’ll be charged the remaining Tab and/or Tab Bonus balance (subject to any applicable adjustments) on your next bill. You can log into Self Serve to find your remaining Tab and Tab Bonus balances.

3. If you're planning to move your number to another provider, you'll need to keep your Koodo account open until this process has been completed, so you don’t lose your number.

4. You'll be able to access your Self Serve for 90 days after cancellation. After 90 days, you won't be able to access your account, and you'll need to contact us in order to complete a payment.

If you'd like more information about cancelling your Koodo services, please schedule a callback through __[Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout)__. If you're out of the country and/or unable to schedule a callback, please send us a private message on [Facebook](https://www.facebook.com/Koodo).<br><br> 

<div class="collapsible">
  <h3> Transferring your number to another provider (porting out)? </h3>
</div>
<div class="content">

We’re sad to see you go, but we won’t leave you high and dry. Before you leave, here’s some important information to keep in mind:

1. There’s no need to call us to cancel; once your new service provider has completed your number transfer (port-out), your Koodo line will automatically be cancelled.

2. You’ll receive a final bill from Koodo in your Self Serve account as well as an email confirming your cancellation.

3. __Receiving a credit after cancelling your Koodo services:__ If you have a credit balance on a cancelled account, no payment is required. Refunds for any amount above $5 for unused days will be automatically processed within seven days from the first bill after cancellation. The refund will be issued to the payment method on file. For any other payment method, including Visa Debit, a cheque will be mailed to you.

__Heads up!__ You might notice an interruption in some services for up to __4 hours__ after a mobile number transfer and for up to __2 days__ after a landline number transfer. This entails possibly receiving some of your services (SMS, texts, calls, etc.) on your Koodo SIM card and some on your new service provider’s SIM card until the transfer is complete. 

If you continue to experience interrupted service past these allotted times, please contact your new service provider for assistance. 

  </div>

<div class="collapsible">
  <h3> Transferring your number to TELUS? </h3>
</div>
<div class="content">

Koodo customers can access 5G service, Canada-US plans, family discounts, and more great benefits with TELUS. 

If you have a Tab and/or Tab Bonus balance with Koodo, you can use [Tab carryover](https://www.koodomobile.com/en/help/carrying-your-tab-from-koodo-to-telus) to convert those balances to TELUS Easy Payment and Device Discount balances and continue making monthly payments towards your device with TELUS.

- You can move your service to TELUS and carry over your Tab at any TELUS or Koodo store, authorized dealer, retailer, or over the phone with our sales and support teams. In some cases, a credit check may be required to activate your new TELUS service.

- You must complete at least 90 days of your current Tab agreement before being able to transfer balances to TELUS. 

- Your plan on TELUS must maintain the same minimum monthly rate plan spend that was required for your Tab with Koodo.

- To carry your Tab balance to TELUS, both TELUS and Koodo account holders must approve: 

  - If you're not the holder of the Koodo account, please ensure that the Koodo account holder or an authorized user is available to approve the transaction. 

  - If you're creating a new account with TELUS, you'll be the account holder. If you're adding a line to an existing TELUS account, the holder of that account must approve the new line.
    </div>

<div class="collapsible">
  <h3> Need help cancelling a line for a customer who is deceased? </h3>
</div>
<div class="content">

You’ll have 3 options:

- Complete a transfer of ownership

- Cancel the subscriber(s) line

- Cancel the account on behalf of the deceased customer

Please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will help you with your preferred option. You'll be required to provide the account PIN or be asked to validate three pieces of information we have on file: Date of birth, Driver’s license, last 3 digits of the SIN, last 4 digits of the credit card.

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

__Where can I [return](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone?search_api_views_article_search_fulltext=returning) equipment?__

- __In-store purchases__: You can return your Koodo phone within 15 days of purchase. Just take it back to the shop/retailer in near-new condition and with the original packaging.
- __Online purchases__: If you bought the phone online, you can return your device within 30 days of purchase. You'll need to get in touch with our Web Store team first. You can do so by scheduling a callback through [Koodo Assist](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support).

  </div>
 <br><br>

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<br><br>

__Related help pages:__
- [Your Koodo bill after you cancel](https://www.koodomobile.com/en/help/your-koodo-bill-after-you-cancel)
- [Reporting your lost or stolen phone](https://www.koodomobile.com/en/help/reporting-your-lost-or-stolen-phone)
- [Lost or stolen Prepaid phone](https://www.koodomobile.com/en/help/lost-or-stolen-prepaid-phone)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Setting up pre-authorized payments](https://staging.www.koodomobile.com/en/help/setting-pre-authorized-payments)
- [Charges explained](https://www.koodomobile.com/en/help/charges-explained)
- [TELUS IP Relay](https://www.koodomobile.com/en/help/IP-Relay?search_api_views_article_search_fulltext=ip%20relay)

Before cancelling your account, there are a few things you need to know. Check them out here. 

Things to know about cancelling your Koodo services

### __Viewing your current bill__
1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. To view your most recent bill, select __View PDF__. 
4. To download your bill, head back to Billing and select __Download bill (PDF)__.

### __Viewing your previous bills__
1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select Self Serve at the top of the screen, and then select __Billing__ from the drop-down menu.
3. To view your previous bills, up to the past 18 months, select __Bills__ then __Download PDF Bills__.
4. Select the blue arrow beside the bill you want to view, and it’ll download as a PDF for you to save or print.

### __Viewing your Tab and Tab Bonus balances__
As of July 5, 2020, Tab balance and transaction details will no longer be on the downloaded PDF bill and can only be seen on the __Koodo Tab__ page in Self Serve. Learn more about [the Koodo Tab page](https://www.koodomobile.com/en/help/the-koodo-tab-page-in-self-serve).<br><br>

__Note:__ Your Self Serve account holds 18 months’ worth of invoices. To get a bill older than 18 months, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout#.), and a rep will help you with this. Future bills can’t be viewed, because bills are produced based on your billing cycle and will reflect charges for your current cycle. 

__Heads up!__ There’s a $15 charge for each invoice requested from a rep.

<br><br>
__Related help pages:__
- [E-Bill](https://www.koodomobile.com/en/help/go-paperless-e-bill)
- [Error messages and browser compatibility](https://www.koodomobile.com/en/help/error-messages-and-browser-compatibility?search_api_views_article_search_fulltext=browser%20version)
- [Using Koodo Self Serve on your mobile phone](https://www.koodomobile.com/en/help/using-koodo-self-serve-your-mobile-phone)

Need to view and download your Koodo bills? Here's how. 

E-Bill

Viewing and downloading your bills

Only certain customers on an account have the authority to make changes to the account. This includes:

- Adding, moving or changing account features
- Adding, moving or changing a rate plan
- Cancelling an account
- Modifying the settings on an account
- Activating a line on an account
- Transferring ownership of an account ([TOWN](https://www.koodomobile.com/en/help/transfer-of-ownership-town))
- Having the capability to make international calls
- Requesting hardware upgrades and wireless migrations
- Resetting a password

__Note:__ Only an account owner can add lines, cancel an account, or do a TOWN.

It is possible for more than one person to have permission to make changes. Each additional person with authority to make changes on the account must be added by someone who already has authority - starting with the account owner. <br><br>

### __Why do you need authority to make changes on an account?__
Customers need authority to make changes on an account. This is so that only specific people can make any changes that would alter services or incur charges. This helps to make sure that there are no unexpected surprises on a monthly bill.<br><br>

### __How can I give authority to someone on my account?__

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

- __To change the role for an account:__ Self Serve dropdown menu > My profile > Mobility > Account access > People and Permissions > Manage

- __To change the roles associated with data settings:__ Self Serve dropdown menu > My profile > Mobility > Data Settings > Notifications & blocks > Manage<br><br>

### __What can someone without authority do to make changes on an account?__
Customers without authority will need to speak to someone on the account with authority in order to make changes.<br><br>

__Related help pages:__
- [Giving manager access to users on your Self Serve account](https://www.koodomobile.com/en/help/giving-manager-access-to-users-on-your-self-serve-account)

Want to know who can do what on a Koodo account? Read about Permissions on an account here. 

Permissions


Is your phone acting a little strange or not working properly? You may be experiencing one of the following issues: overheating, glitching or freezing, app or phone crashing, Bluetooth connectivity issues, or slowing. Try these quick fixes to get back on track.

## 1. Restart your phone
This simple step might just be the answer to your woes. To restart your phone, search __Restart__ in your phone’s [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting) for step-by-step help.

## 2. Reset your phone to factory settings
Sometimes resetting your phone to factory settings can solve your problem. To reset your phone, search __Reset__ in your phone’s interactive tutorials for step-by-step help.

__FYI:__ Resetting your phone to factory settings will delete all personal data from your phone. Make sure to back up all photos, videos and data before you do this. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 3. Update your phone’s software
Sometimes new software updates and features for your phone are released to help fix known issues. Search __Update__ in your phone’s interactive tutorials for step-by-step help.

   __FYI:__ Just to be safe, back up all your photos, videos and data before updating your software. Sometimes updating errors can lead to a loss of personal data. Search __Back up__ in your phone’s interactive tutorials for step-by-step help.

## 4. Remove the SIM card
This one is quick and simple. Make sure your phone is off before removing and reinserting its SIM card. Search __SIM card__ in your phone’s interactive tutorials for step-by-step help.

## 5. Remove your phone’s battery
Some phones have removable batteries. Sometimes removing and reinserting the battery can fix certain issues. Just make sure your phone is off before you do this.

## 6. Make a payment arrangement

You might be having issues with your phone because your Koodo account is suspended or on hold because of an overdue bill or because your phone was reported as lost or stolen.

If your account was suspended because of a past-due bill, you can make a payment arrangement, which will restore your services. Your services won’t experience any disruption as long as Koodo receives your payments by the agreed-upon dates.

To restore your phone service after reporting your phone lost or stolen, please reach out to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout).

---
<br>

- Need extra help? See [our interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

- If you're unable to receive calls and need to speak to a rep, please send us a private message on [Facebook](https://www.facebook.com/Koodo) or ask our [Koodo Community](https://community.koodomobile.com/).

- If the problem you’re experiencing isn’t addressed on this page, you might find your answer on your phone manufacturer’s website.

<br>

__Related help pages:__ 

- [Repair and warranty options](https://www.koodomobile.com/en/help/warranty-and-repair-policy)
- [Security](https://www.koodomobile.com/en/help/security)

Is your phone acting a little strange? Try these quick fixes at home before coming into a Koodo store.

Help_Landing_PhoneTroubleShooting_ToArticle_Static_Link_May2023

Device troubleshooting

Phone troubleshooting

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!

Prepaid

Activating

Activating your phone

Activating your prepaid phone

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

Want a "new to you" device without the new device price? We can help with that. [Koodo Certified Pre-owned devices](https://www.koodomobile.com/en/products/certified-pre-owned) are of high-quality and come with a 1-year warranty backed by Koodo. Each one goes through an extensive inspection process by an experienced technician to meet our commitment to quality.

__Functional Inspection__

With the highest of standards, we inspect the battery, body, camera, screen, buttons, speaker, and software to ensure everything works the way it was meant to. Plus, each device is thoroughly disinfected before it’s repackaged. During our refurbishment process, some components may be replaced using third-party parts. These parts go through inspection by a technician covered by our warranty.

__Network Connection Testing__

We test our devices to ensure data transmission is working.

__Full System Wipe and Software Update__

The latest software is installed and all other content will be wiped.

__Quality guarantee and warranty__

You have up to 30 days* to try out your Certified Pre-owned device. If you’re not crazy about it, you can return it for a full refund. Plus, they’re all backed by a 1-year warranty from Koodo.

Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)

### __What’s included with every Certified Pre-Owned Phone and Tablet__ 

- A Koodo SIM card
- No additional accessories included

### __Certified Pre-Owned Warranty__
Every Certified Pre-Owned device purchased after November 10, 2020 includes a Certified Pre-owned warranty valid for a period of 1 year from the date of purchase**. We’ll cover the costs to repair any manufacturer’s defects for this period.

If your Certified Pre-owned __Android__ phone or tablet is in need of an in-warranty repair, visit a Koodo store for assistance. If your Certified Pre-owned __Apple device__ requires an in-warranty repair, visit a TELUS location for assistance. Check out the [warranty and repair help page](https://www.koodomobile.com/en/help/warranty-and-repair-policy) for more details.

The AppleCare+ Protection Plan isn’t offered with our Certified Pre-Owned phones and is only available for new iPhones.

Need a Certified Pre-owned phone in your life, like, right now? Get one [online](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)

### Terms & Conditions
\* If you are not satisfied, you can return your purchase for an exchange or refund, with the original sales receipt, within 15 days from purchase if bought in store*** or 30 days from purchase date if bought online. Click [here](https://www.koodomobile.com/en/help/returning-or-exchanging-your-koodo-phone) for more information regarding our return policies.

** Koodo will cover the costs of any manufacturer defects (no physical/liquid damage) for 1 year, starting from the date of purchase.

*** Up to 30 days for those with disabilities

Shop Certified Pre-owned phones [here](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones#online_only)


Certified Pre-owned Phones are high-quality phones that have been used for no more than 30 days. Find out about getting a Certified Pre-Owned phone with Koodo!

Certified Pre-owned Phones

Certified Pre-owned Phones and Tablets

All Koodo plans run on reliable and award-winning 5G and 4G LTE networks, stretching your coverage from [east to west and north to south](http://koodomobile.com/en/network). 

Full access to the 5G network requires a 5G device and 5G speed rate plan.

__Compatible with Koodo – 4G (HSPA/LTE) frequency__
Koodo, TELUS, Virgin, Fido, Bell, Rogers

__Not compatible with Koodo – HSPA 900/2100 frequency__
Wind, Mobilicity, Videotron <br><br>

<br><br>__Does Koodo have a 5G Network?__

Koodo offers service on both 4G LTE and 5G networks. That means the happiest network is available in more places than ever, with a faster connection than ever. Get ready for quicker downloads, faster streaming, and on-the-go gaming across Canada. To access the 5G network, customers must be using a 5G-enabled device on a 5G speed plan and be in an area that has 5G network coverage. To learn more about our different rate plan speeds, check out our help article about [Speed experience in rate plans](https://www.koodomobile.com/en/help/data-speeds?search_api_views_article_search_fulltext=5g%20network).<br><br>

__Related help pages:__
- [Koodo's coverage](http://koodomobile.com/en/network)
- [SIM card 101](https://www.koodomobile.com/en/help/koodo-sim-support)

Koodo's network is big, we mean, really big. Find out more about our coverage right here. 

Network coverage

Network

Koodo's network coverage

If you can’t send or receive calls or text messages, check out our tips below for help.

There might be a quick fix if your phone has no service or isn’t able to send or receive calls and text messages. Try these troubleshooting tips:

- __Turn off airplane mode:__ Make sure airplane mode is turned off. This setting temporarily turns off your network service so you can’t send or receive calls or text messages. 
- Make sure you haven’t set your phone to __Do Not Disturb__. 
- __Remove your SIM card:__ This is an easy one. Make sure your phone is off before removing and reinserting its SIM card. 
- __Reset your network settings:__ Resetting your network settings clears your cellular and Wi-Fi network settings, including saved networks, Wi-Fi passwords, VPN and APN settings. Don’t worry, your personal data will be safe. 
- __Restart your phone:__ Believe it or not, this simple step could do the trick!

Need extra help? See our [interactive tutorials](https://www.koodomobile.com/help/article-categories/phone-troubleshooting "interactive tutorials") for easy-to-follow visuals.

If your issue is still unresolved after following these steps, you might need advanced [help from a rep](https://www.koodomobile.com/en/contact-us?INTCMP=KMNew_FooterLINK_ContactUs_ContactUs). You can book a callback using [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout), send us a private message through [Facebook](https://www.facebook.com/Koodo), or ask the [Koodo Community](https://community.koodomobile.com/).

<br><br>
__Related help pages:__

- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)
- [Compare our coverage](http://koodomobile.com/en/network)

Can't make calls or recieve texts? Click here to find out what to do if you're not getting any network service. 

I’m not getting any network service

At Koodo, the choice is yours – even when it comes to speed. There are two speed experiences you can choose in our rate plans, based on your needs and budget: __3G and 4G__.

All Koodo plans run on reliable and award-winning 5G and 4G LTE networks. We offer the below data speeds that you can choose from. 3G speeds may reach up to 3 Mbps download speed, and 4G speeds may reach up to 100 Mbps download speed. Existing customers on 5G plans may reach up to 250 Mbps download speed, and 5G speed may reach up to 250 Mbps download speed.

The 5G network is the ‘fifth generation’ of cellular network technology (or mobile internet) that has increased speeds, reliability, and capacity, giving you a better browsing experience. If you are on a 3G speed or 4G speed plan, you may see the 5G logo on your phone, that is normal. You’re getting the reliability of the 5G network at the speed (and price) of your 3G/4G speed plan.

Network speeds vary with location, signal, environmental conditions, Internet traffic, network management, customer device and customer rate plan. Access to the 5G network requires a compatible device and rate plan. Coverage areas are approximate. Actual coverage, network services and technology can vary and are subject to change.

__Note:__ 3G speed plans are also compatible with optional add-ons like VoLTE, Wi-fi Calling, Easy Roam, Call Control, and data top-ups.

*Speed and signal strength may vary with your device, configuration, Internet traffic, environmental conditions, applicable network management, and other factors.*

## FAQs

__1. What is 5G?__

The 5G network is the ‘fifth generation’ of cellular network technology (or mobile internet) that has increased speeds, reliability, and capacity, giving you a better browsing experience. <br><br>

__2. How can I get 5G network access?__

To access the 5G network, existing customers on a [5G speed plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) must be using a 5G enabled device, and be in an area that has 5G network coverage. Check out our [coverage map](http://koodomobile.com/en/network) to learn more. <br><br>

__3. Why can’t I choose a 5G plan on the rate plan page?__

Koodo currently does not have any 5G plans available for New Customers, but has many 4G plan offerings available that reach download speeds of up to 100 Mbps. Existing customers on 5G legacy plans will continue to enjoy 5G speeds of up to 250 Mbps unless they change their rate plan. <br><br>

__4. How do I know if I have 5G network access?__

If you are an existing customer using a 5G enabled device on a 5G speed plan, in an area that has access to 5G network coverage, then you will see the 5G icon on the top right corner of your screen.

If you are on a 3G speed or 4G speed plan, you may see the 5G logo on your phone. You’re getting the reliability of the 5G network at the speed (and price) of your 3G/4G speed plan.<br><br>

__5. What’s the difference between 5G speed plans and 4G speed plans?__

Existing customers on plans with 5G speeds may reach download speeds of up to 250 Mbps, while plans with 4G speed may reach download speeds of up to 100 Mbps, no matter what network you are connected to or the network logo you see on your device. Network speeds vary with location, signal, environmental conditions, Internet traffic, network management, customer device and customer rate plan. Access to the 5G network requires a compatible device and rate plan.

A plan with 5G speeds does not guarantee access to the 5G network. 5G network access requires a compatible device and connection to Koodo’s 5G network, where available. However, even with a 4G capable device and a connection to the 4G LTE network, you can still get a plan with 5G speeds.<br><br>

__6. Why has my data/internet connection slowed down?__

Mobile data throttling (slowed data connection as a result of being pushed down to a lower speed) occurs when you’ve used up the data on your account. Note that if you are an existing customer with the Unlimited Data perk on your account, it allows you to use as much data as you like while in Canada and never be charged data overages.  

However, after your plan’s high-speed data is used, your maximum speed will be reduced to a maximum of 512 Kbps for the rest of your billing cycle. This means you’ll still be able to browse the Internet and use email, but video quality will be reduced and other high-bandwidth applications will take longer to load. For more info, check out Koodo’s Network Traffic Management Policy at koodo.com/NTMP.1


 Speed experience in rate plans

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>


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

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 see if your existing phone number is eligible to move to Koodo, check [here](https://secure.koodomobile.com/checktransfereligibilityparrot/default.do?lang=en&appname=otherportal).

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">
  <h3> How to transfer/port your number if you're a Koodo Postpaid customer </h3>
</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">
  <h3> Transferring your eSIM to Koodo </h3>
</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">
  <h3> How to transfer your number if you're a Koodo Prepaid customer </h3>
</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">
  <h3> Common issues with porting </h3>
</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">
  <h3> FAQ </h3>
</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)

Got a number you want to move to Koodo? That's easy, find out all about moving your number to Koodo here. 

TransferNumberToKoodo_ToArticle_Static_Link_May2023

Moving your number to Koodo

New to Koodo? 

<div class="collapsible">
  <h3> How Koodo uses GenAI </h3>
</div>
<div class="content">

At Koodo, we aim to provide you with the best experience and ensure you get answers quickly and easily. We’re dedicated to using the latest technology to enhance your experience, including Generative AI. 

Starting July 16, 2024, our Koodo Assist digital rep for mobility monthly customers may provide responses generated by AI. This is a pilot program that leverages a BETA version of our Generative AI model. 

Starting August 21, 2024, our Koodo Assist digital rep for Home Internet customers may provide responses generated by AI. This is a pilot program that leverages a BETA version of our Generative AI model. 

Read on to learn how Generative AI is used, how it benefits you, its limitations, and our commitment to protecting your privacy.

  </div>

<div class="collapsible">
  <h3> What is Generative AI and how is it used for support? </h3>
</div>
<div class="content">

Think of Generative AI (Gen AI) as a super-smart assistant in Koodo Assist. It’s designed to understand your questions and dig up helpful answers quickly. Instead of searching through our Help Articles or FAQs, you can just ask Koodo Assist, and it’ll do the searching for you. 

To learn more about how AI works, check out [Destination AI](https://cifar.ca/ai/destinationai/telus/), offered by the Canadian Institute for Advanced Research (CIFAR) or the [TELUS Wise digital literacy workshop on Responsible AI](https://www.telus.com/en/about/news-and-events/media-releases/TELUS-Wise-expands-with-new-Responsible-AI-online-workshop-for-teens).

  </div>

<div class="collapsible">
  <h3> How was it developed? </h3>
</div>
<div class="content">

This AI experience was built in collaboration with TELUS, using a blend of open-source and proprietary technologies. The Large Language Model (LLM),  powering the AI-powered support tool, was trained by OpenAI and is hosted in Canada. It’s made to be helpful, safe, and respectful of your privacy.

  </div>

<div class="collapsible">
  <h3> What data does Koodo use in this Generative AI support tool? </h3>
</div>
<div class="content">

Our GenAI support tool utilises a proprietary pre-trained generative AI model and our mobility monthly and Home Internet Help Article content to help you easily find the answer to your questions. It focuses on Koodo information to help with service-related questions and it may occasionally use data from its training dataset that’s external to Koodo.
  </div>

<div class="collapsible">
  <h3> How does Koodo keep my personal information safe? </h3>
</div>
<div class="content">

The purpose of this GenAI support tool is to help mobility monthly and Home Internet customers access information using Koodo Help articles. It cannot answer account-specific questions and cannot access information about your Koodo account. __You must never share any personal information with the tool.__ Personal information means information that identifies you or that may render you identifiable, including your phone number, email and passwords. 

At Koodo, we respect our customers' privacy and take great care to safeguard personal information. As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations. Learn more at [koodomobile.com/en/privacy](http://koodomobile.com/en/privacy). To learn more about Koodo Home Internet and the use of GenAI, please refer to [telus.com/privacy](https://www.telus.com/en/about/privacy). 

  </div>

<div class="collapsible">
  <h3> How do I access the Gen AI chatbot? </h3>
</div>
<div class="content">

Head over to [koodo.com/chat](http://koodo.com/chat) and select ‘Mobility-Monthly’ and start chatting.  

1. Ask your question - keep it clear and simple.

2. Koodo Assist will figure out if AI can help with your question

3. AI will find answers from our Help articles and may provide a link with more helpful information. 

4. After a response, you may be given the option to give it a thumbs up if you found the answer helpful, or a thumbs down if you didn’t. We appreciate your feedback, as it helps us to provide better answers in the future.

To access the __Koodo Internet__ chatbot, head over to koodo.com/chat and select ‘Home Internet’ and start chatting.  

1. Ask your question - keep it clear and simple.

2. Koodo Assist will figure out if AI can help with your question

3. AI will find answers from our Help articles and may provide a link with more helpful information 

4. After a response, you may be given the option to give it a thumbs up if you found the answer helpful, or a thumbs down if you didn’t. We appreciate your feedback, as it helps us to provide better answers in the future.

  </div>

<div class="collapsible">
  <h3> What else should I know? </h3>
</div>
<div class="content">

AI is pretty smart, but it’s not perfect; it has its limitations. Generative AI is designed to create new information, meaning that it can be both creative and random.

Support tools powered by Generative AI have a potential for providing unexpected responses or information that is not 100% accurate. This means that GenAI may provide slightly different answers at different times. 

The chatbot BETA launched on July 16, 2024 is a pilot, which means that you may come across some inaccurate information while we’re fine tuning. For the most accurate information, please refer to the Help articles and links that the GenAI provides as reference.

To manage this, we’ve aligned with ISED Canada’s Voluntary Code of Conduct and configured the chatbot for reliable responses based on our Help Articles. Ongoing human monitoring ensures responsible deployment.

We have configured Koodo Assist  to use Help articles as its main source of information. We also ran multiple tests to help ensure we catch any issues and keep things safe.

  </div>

<div class="collapsible">
  <h3> Why use AI in Koodo Assist? </h3>
</div>
<div class="content">

We believe in using technology for good: to make your life easier and our services better. This AI chatbot is just one of the ways we’re trying to do that.

At Koodo, we're dedicated to responsible AI use, aiming to set a global standard for ethical technology usage. Since 2019, in collaboration with TELUS, we've been committed to responsibly using AI. This includes informing and educating about AI’s role and potential through resources like telus.com.

If you’d like to learn more about how we use AI responsibly at Koodo, check out this article [here](https://www.telus.com/en/about/privacy/responsible-ai).

  </div>

How Koodo uses GenAI

How Koodo uses Gen AI

Here you'll find an alphabetical list of definitions for terms that are commonly used throughout the Koodo web experience.

<table class="tg">
<thead>
  <tr>
    <th class="tg-lh5d">Term</th>
    <th class="tg-lh5d">Definition</th>
  </tr>
</thead>
<tbody>
  <tr>
  <tr>
      <td class="tg-lh5d">Account number</td>
    <td class="tg-5ece">This is your account number, which consists of 8 digits. You can locate it in Self Serve by logging in and clicking the “Self Serve” menu title at the top of the page.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Additional airtime charges</td>
    <td class="tg-5ece">These are charges that are not included in your current rate plan. <br><br>Examples of times when you’ll have additional airtime charges:<br><br>- When you use call forwarding<br>- When you make long distance calls</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Adjustment issued</td>
    <td class="tg-5ece">You’ll see this charge if a credit was applied to your account.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime</td>
    <td class="tg-5ece">This is the time during which you’re connected to your mobile network while making or receiving phone (voice) calls.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Airtime evenings &amp; weekends</td>
    <td class="tg-5ece">Some airtime minutes availability depends on the time of day; evening airtime refers to minutes that can be used only at night, usually between the hours of 5 p.m. and 8 a.m. (times may vary, depending on your plan).</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Anytime/Unlimited minutes</td>
    <td class="tg-5ece">Minutes refers to the amount of time available to you to make or receive phone calls. An unlimited amount of minutes means you can use them at any time of day or night.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Application purchases<br><br>aka 3rd-Party Service Purchases</td>
    <td class="tg-5ece">Third-party vendors use middle men, like Bango, to give customers a way to download pay-per-use applications and Web-based services (for example, Mobile Dating and Social Networking sites) and to pay for the chargeable content by applying it to their Koodo bill.<br><br>Koodo simply facilitates the purchase by allowing the charges to appear on your invoice. These services require explicit consent and authorization before you make a purchase to your account. Koodo has no way of knowing which app made the purchase.<br><br> Learn more <a href="https://community.koodomobile.com/plans-services-232910/managing-3rd-party-application-purchases-on-your-wireless-bill-7810429" target="_blank" rel="noopener noreferrer">here</a></td>
  </tr>
  <tr>
     <td class="tg-lh5d">Application Store Service / Application Store Service 1,000 events</td>
    <td class="tg-5ece">Please see the definition for “Third-Party Service Purchases”</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Balance</td>
    <td class="tg-5ece">This could mean either a balance owing or a Tab balance.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Call Display Restrict</td>
    <td class="tg-5ece">This means that you can block your name and number from being displayed on the device of the person you're calling.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">CAN LD PayPerUse Access</td>
    <td class="tg-5ece">This will appear on your bill when you’ve made pay-per-use long-distance calls within Canada.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Connection fee</td>
    <td class="tg-5ece">The Connection Fee is applied to all activations and renewals processed in one of the following sales-assisted channels:<br><br>- At a retail store<br>- Purchased in store, shipped to home<br>- Over the phone or direct sales rep purchases (in your home or at a community event)<br><br>

*Connection fee does not apply when buying or upgrading online.*
</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Credit</td>
    <td class="tg-5ece">This means a credit has been applied to your account<br><br>  

E.g: Monthly credit (before tax)* -$20.00 
</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Data Usage</td>
    <td class="tg-5ece">This is the amount of data you’ve used.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">ER/VC</td>
    <td class="tg-5ece">This stands for Easy Roam/Voyage Connecté.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Event1.000</td>
    <td class="tg-5ece">This Application purchase charge will appear on your bill when you choose to charge your Koodo phone bill for purchases made with a third-party Application or service.<br><br>To learn more about third-party application purchases, check out our <a href="https://community.koodomobile.com/plans-services-232910/managing-3rd-party-application-purchases-on-your-wireless-bill-7810429" target="_blank" rel="noopener noreferrer">Community</a> answers.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">GPRS Data (General Packet Radio Service Data)</td>
    <td class="tg-5ece">This will appear on your bill when you use pay-per-use data internationally.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Hardware purchase</td>
    <td class="tg-5ece">This is the upfront cost of your new device that is added to your Koodo bill.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Intl LD min Bonus V2</td>
    <td class="tg-5ece">1000 International Long distance minutes feature for $0.</td>
  </tr>
  <tr>
    <td class="tg-lh5d"> MSG RTRVL
    <td class="tg-5ece"> MSG RTRVL on your Koodo bill stands for 'Message Retrieval' and appears on your bill when you access your voicemail to retrieve messages. It's typically followed by a location code (e.g ‘MSG RTRVL ON) which indicates where the voicemail retrieval took place.   
  </tr>
  <tr>
      <td class="tg-lh5d">Minus sign</td>
    <td class="tg-5ece">A minus sign in front of an amount on your bill means you’ve made an overpayment, or a credit will be generated and paid to you when you cancel.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Multimedia Messaging Service:<br><br>Picture Messaging - Picture Receive<br><br>Picture Messaging - Video Receive<br><br>Picture Messaging - Sound Receive</td>
    <td class="tg-5ece">You’ll see these charges if you’ve sent or  received pictures, videos, and/or audio files.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Payment</td>
    <td class="tg-5ece">You’ll see this if you’ve made a payment to your bill.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Payment reversal</td>
    <td class="tg-5ece">You’ll see this charge if your payment was reversed and returned to your method of payment/to the account from which your payment was made.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Phone number change</td>
    <td class="tg-5ece">You’ll see this charge if you’ve changed your phone number. If the change was made by an agent there will be a charge for it.</td>
  </tr>
  <tr>
      <td class="tg-lh5d">Prestige number charge</td>
    <td class="tg-5ece">You’ll see this charge if you requested a search for a specific phone number when you activated your account or if you changed your number.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">PPU (Pay-Per-Use)</td>
    <td class="tg-5ece">Pay-Per-Use charges are applied to your bill when you use a feature or service that's either not included, or more than what's included with your plan.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Roaming vs. Long Distance</td>
    <td class="tg-5ece">Roaming refers to using your cell phone or smartphone outside of Canada, so you’re roaming on another carrier's network. <br><br>Long distance is when you use your phone within Canada but call a number in a different country.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">SFD</td>
    <td class="tg-5ece">This stands for Shock-Free Data.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Tab Charge</td>
    <td class="tg-5ece">This is your monthly Tab charge.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Debit</td>
    <td class="tg-5ece">This charge is the remaining Tab balance that you pay when you cancel your account (subject to any applicable adjustments). <br><br>If you migrated to TELUS and carried a Tab balance over, you'll see a Tab Adjustment, which will correspond to your Tab Debit. After adjustments, you'll only be charged for the tax on your remaining Tab balance. Your remaining Tab balance has been converted to an Easy Payment balance with your TELUS service.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Bonus Debit</td>
    <td class="tg-5ece">If you transfer your Koodo number to another provider or you cancel your Koodo account, your Tab Bonus balance will appear on your bill, which means you’ll need to pay for your remaining Tab Bonus balance (subject to any applicable adjustments). <br><br>If you migrated to TELUS and carried a Tab Bonus balance over, you'll see a Tab Bonus Adjustment, which will correspond to your Tab Bonus Debit. After adjustments, there will be no charge, because the remaining Tab Bonus has been converted to a Device Discount balance with your TELUS service.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Payoff</td>
    <td class="tg-5ece">This charge will appear on your bill if you choose to pay off your Tab balance or if you upgrade or change to an ineligible rate plan while you have a remaining Tab balance.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Tab Bonus Payoff</td>
    <td class="tg-5ece">This charge will appear on your bill if you upgrade or change to an ineligible rate plan while you have a remaining Tab Bonus balance.</td>
  </tr>
  <tr>
     <td class="tg-lh5d">Texts</td>
    <td class="tg-5ece">You’ll see this charge if you sent a regular SMS.</td>
  </tr>
  <tr>
    <td class="tg-lh5d">Unpause data</td>
    <td class="tg-5ece">Once you use 100% of your Shock-Free Data (SFD), we’ll pause your data use. You can then choose to ‘unpause’ your data by choosing a top-up amount.</td>
  </tr>
      <td class="tg-lh5d">US/International Voice Usage</td>
    <td class="tg-5ece">You’ll see this charge if you made a call to the USA.</td>
  </tr>
</tbody>
</table>

Here you'll find an alphabetical list of definitions for terms that are commonly used throughout the Koodo web experience.                                                                                                                                                                                          

Charges on your bill

Glossary of common Koodo terminology

We know that managing international long-distance calls can be confusing, so we're here to help. This page breaks down everything you need to know about our pay-per-use rates and how you can save with our Long Distance Saver or other add-ons for frequent callers. You'll also find tips for avoiding long-distance fees, like blocking outgoing international calls, and for what qualifies as long-distance.

<div class="collapsible">
  <h3> International Long distance calling - Pay-per-use rates </h3>
</div>
<div class="content">

Now it’s even easier to make international calls with Koodo. For as low as $0.80/min², you can call internationally any time and you no longer need an add-on³. Plus, you can call directly to international landlines and mobile phones for the same price.

__Find the per-minute rate for your long distance calls__
 <div id="payperuse_without_roaming"> </div>

  </div>

<div class="collapsible">
  <h3> Add our Long Distance Saver for even better rates </h3>
</div>
<div class="content">

For just $7/month, the __International Long Distance Saver add-on__, which you can add to your account in [Self Serve](https://identity.koodomobile.com/as/authorization.oauth2?client_id=unifiedss_koodo&response_type=code&scope=profileinfohighdetail%20customerinfo%20internetservicemanagement%20securitymgmt%20paymentmanagement%20ordermgmt%20invoiceinfo%20devicemanagement%20phonenumbermgmt%20accountinfo%20accountmanagement%20loyaltyandrewards%20priceplaninfo%20accountactivity%20paymentprocessing%20wifimanagement%20PartnerProfile%20profilemanagement%20usagepreferencemanagement%20usagemeter%20wlspaymentmgmt%20homephonemanagement%20usagemanagement%20usagedetails%20usagenotificationacceptancehistory%20usageblockmanagement%20serviceeligibility%20servicemanagement%20hellocustomer%20billpreferencemanagement%20identityinfofulldetail%20serviceassociation%20callcontrolmanagement%20wlsserviceagreement%20wlsserviceandfeature%20wlspriceplan%20userprofileselfreg&redirect_uri=https%3A%2F%2Fapi.digital.koodomobile.com%2Foauth2%2Fcallback), lets you chat for as low as $0.05/min. All long distance calls use anytime minutes.

Choose a country from the "Calling to:" dropdown menu below to see the discounted international long-distance calling rates for calls made from Canada.

__International Long Distance Saver__

__$7/month__

<div id="payperuse_with_roaming"> </div>

  </div>

<div class="collapsible">
  <h3> International Long Distance Add-ons </h3>
</div>
<div class="content">

For select countries, you can enjoy worry-free long-distance service from within Canada by adding an International Long Distance add-on to any of our plans, which you can add to your account in [Self Serve](http://koodo.com/selfserve). No need for calling cards! All long-distance calls use anytime minutes.

You might have received a 1000 min LD add-on that includes various countries. Please check the 'My add-ons' section in Self Serve for the list of included countries.

Get long distance service from within Canada to select countries:<br><br>

- 1000min International LD Add-on (CHN, HK, IND, UK, BD, MEX): __$5/month__

  Enjoy 1000 minutes of long-distance calling to China, Hong Kong, India, UK, Bangladesh, and Mexico from within Canada.<br><br>

- U.S. Unlimited Minutes: __$15/month__

  Get unlimited long-distance minutes for your calls from within Canada to the U.S. See our FAQs at the bottom of this page for restrictions.<br><br>

- China & Hong Kong Unlimited Minutes: __$15/month__ (Macau is not included.)

  Get unlimited long-distance minutes for your calls from within Canada to Hong Kong.<br><br>

- India 1000 Minutes: __$10/month__

  Get 1000 long-distance minutes for your calls from within Canada to India. Anytime minutes apply. When 1000 minutes are exceeded, an additional long-distance rate of 2¢/min applies. <br><br>

To add one of these long-distance add-ons to your monthly plan, follow these steps:

1. Log in to [Self Serve](https://www.koodomobile.com/selfserve)
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Under __International Long Distance Saver__, select __Add to plan__
5. Review your add-ons and click __Submit__, then follow the prompts to check out.

  </div>

<div class="collapsible">
  <h3> Block outgoing international long distance calls </h3>
</div>
<div class="content">

Don't want to make international long distance calls? 

1. Log in to __Self Serve__
2. From the __Self Serve__ drop-down menu, select __Mobile services__
3. Select __Manage add-ons__
4. Click the __x__ to the left of the Pay-Per-Use Intl Long Distance add-on in the expandable box titled __Your current add-on(s).__

__Heads up:__ This doesn’t block calls to the U.S. or the Caribbean.

  </div>

<div class="collapsible">
  <h3> What’s considered long distance and what’s not? </h3>
</div>
<div class="content">

### For outgoing calls

When you make a call from your Koodo phone under a Canada-wide plan, your physical location doesn't matter. You can make a call to any number within Canada from anywhere in Canada, and it's considered a local call. The only time it's a long-distance call is if you're dialing a number that's __outside of Canada.__

### For incoming calls

When you receive a call on your Koodo phone with a Canada-wide plan, it doesn't matter where you are or where the call is coming from. __All calls received while you’re in Canada__ are considered local calls. 

__Note:__ For more details about using your Koodo phone outside of Canada, please visit our [Easy Roam](https://www.koodomobile.com/en/help/easy-roam) page.

[Learn more about long distance rates on Koodo prepaid.](https://www.koodomobile.com/help/long-distance-travel-and-roaming-prepaid "Learn more about long distance rates on Koodo prepaid")

  </div>

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

__How do I dial a long-distance/international number?__

 There are 2 ways to make an international call: 
- Access code: 011-Country Code-Phone Number
- Plus dialing (Long press 0 to dial +): +Country Code-Phone number

So, for example, a call to Hong Kong would be 011-852-Phone number or +852-Phone number <br><br>

__How can I block outgoing calls to the U.S?__

There’s no option to block outgoing calls to the U.S, but if you dial a U.S. number in the 10-digit format, i.e. (3-digit area code) 123-4567, you'll hear an announcement that long-distance charges will be applied.<br><br>

__Will I get long-distance charges if I receive international calls through WhatsApp?__

No, long-distance charges are not applicable to WhatsApp, because these calls are handled like data.<br><br>

__How can I check how many long-distance minutes I’ve used?__

To view your long-distance airtime usage, you can log in to Self Serve. 

1. From the __Self Serve__ dropdown menu, select __Usage__.  
2. Under __Airtime__, select __View details__. 
3. From the __Show__ dropdown menu, select __Long distance__. <br><br>

__Which USA area codes are not included in the $15 plan?__

The following area codes will no longer be included in the Unlimited U.S. Calling add-on and will be billed at the standard pay-per-use rate:

- 712-432 (Lake Park, Iowa)
- 605-562 (Oglala, South Dakota)
- 605-475 (Redfield, South Dakota)
- 712-775 (Carroll, Iowa)
- 559-726 (Sanger, California)
- 530-881 (Verdi, California)

U.S. calling is set at 80 cents per minute without a calling package. With the long-distance saver feature, this is dropped to 5 cents per minute. There are also other calling features and packages that include varying amounts of coverage to call the U.S. <br><br>

__Do I need to inform you if I move within my province? Will it affect my bill?__ 

If you have a local calling only plan then yes; however, most of the plans we offer include nationwide calling, in which case moving within the province does not impact long-distance rates. <br><br>

__If I’m abroad and I receive a call from Canada but my voicemail answers, will I be charged?__

No, you’re only billed for SMS, data, and voice minutes used. If you receive a call but let it go to voicemail, you won’t incur a charge. __Note:__ If you check your voicemail when you're outside of Canada, you’ll have roaming charges on your bill. <br><br>

__At which times of the day can I make long-distance calls within Canada without incurring extra costs?__

If your plan is a Canada-wide unlimited plan, you get unlimited calling anywhere in Canada 24/7. <br><br>

__Will I be charged for receiving an incoming international call?__

No, it is the caller that is charged. <br><br>

__Which category does the call fall under, if you call from another country (for example, a European country) to Canada or to another European country?__

Calls made from European countries to Canada or abroad are applied at the international rates. <br><br>

__If I buy the unlimited US long-distance plan and the person I’m calling is traveling abroad, will there be other fees for me?__

Your call will be free, because we bill based on the US number you dialed. The person that you called may incur other charges when traveling abroad, which will not affect billing of your call. <br><br>

__I have a Canada-wide plan at no charge. Can I call a Canadian snowbird in the US at no charge?__  

Your call will be free, because we bill based on the Canadian number you dialed. Your Canadian snowbird friend may incur other charges when traveling to the US, which will not affect the billing of your call. <br><br>

__What’s the difference between Long Distance and Roaming?__

__Long Distance:__ This term is all about the __destination__ of your call. When you're in Canada and __you dial a number that's outside of Canada__, that's considered a long-distance call.

__Roaming:__ This term is all about __your location__ when you're making or receiving a call. Roaming comes into play when __you are physically outside of Canada__, regardless of where you're calling to or receiving a call from.

  </div>

---

1. The airtime required to connect your calls is drawn from your anytime minutes.  If you exceed your anytime minutes, an overage rate of $0.60/min applies.
2. Calls to satellite phones are charged per the satellite provider rates and are not based on the country the call terminates.
3. Calls must originate from within Canada. Anytime minutes apply. The airtime required to connect your calls is drawn from your anytime minutes. If you exceed your anytime minutes, the overage rate will be $0.60/min plus the per-minute rate for the country you’re calling (Long Distance Saver rates if you have the add-on, Pay-per-use rates otherwise). 


Near, far, wherever the people you're calling are... You can find all about long distance calling with Koodo right here. 

Long distance

Long distance calling

Whether you're looking to get a new [plan](https://www.koodomobile.com/en/rate-plans?INTCMP=KMNew_NavMenu_Shop_Plans) that offers more, or to downsize based on your current needs, changing your Koodo rate plan is easy! Just remember that certain promotional plans may require that you meet eligibility criteria, so if you don't see the plan you want as an available option, make sure you read "The Legal Stuff"  located at the bottom of the "Change my plan" page in Self Serve to fully understand the requirements.

Follow the steps below to easily change your rate plan right in Self serve:

1. [Log in to your Self Serve account.](https://koodomobile.com/selfserve "Log in to your Self Serve account.")
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Your current plan will be shown. To change it, select __Change my plan__ and follow the steps.

Woohoo! You’ve changed your rate plan. We’ll send you a confirmation email.

__Note:__ If you change your rate plan, your existing data add-ons may fall off.

### How to redeem your special promotion
If you’ve received an SMS, email, phone call, or any other form of communication from Koodo informing you that a special rate plan change offer is available for you, follow these simple steps to redeem it: 

1. Log in to __Self Serve__.
2. Select __Self Serve__ at the top of the screen, and select __Mobile services__ from the drop-down menu.
3. Select __Change my plan__. (Here, you may notice that promotional rate plans have been loaded into your account. These special deals will appear at the top of the rate plan list in pink and will be exclusive to you!)
4. To redeem your offer, simply select your preferred plan under __Choose your new plan__, then follow the steps to __check out__. 

Easy peasy!

### Rate plan change eligibility
The following also applies to rate plan change offers/special promotions:

- You can change your rate plan up to three times per billing cycle.
- Your [Self Serve](https://koodomobile.com/selfserve) account will show you all the rate plans you can switch to. If you don't see a particular plan you're interested in, it's likely because your current profile doesn’t qualify you, and you may be required to upgrade to a new phone on a Tab.
- The availability of rate plans depends on things like your Tab or any special promotions you received when you signed up. Eligible rate plan options can vary over time, depending on what’s available at the time you want to change your plan.
- You might need to pay off your remaining Tab and/or Tab Bonus balance before switching to another rate plan. See our [Tab FAQs](https://www.koodomobile.com/help/everything-you-need-know-about-tab "Tab FAQs") for more information.

If you experience any issues, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will be happy to help you.<br><br>

Making changes to your Koodo rate plan won't impact your Tab balance, as long as the rate plan meets the Tab eligibility requirements.<br><br>

__Enhance your plan with additional features__ 

To see which add-ons are available to you, follow the steps below:

1. Log in to Self Serve.

2. Select the “Self Serve” dropdown menu at the top of the screen, and go to __Mobile services.__

3. Under the phone number to which you'd like to add extra features, select __Manage add-ons.__

4. Check out the amazing add-ons available to you! 

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

__1. When will my new plan start to work on my phone?__

If you make a rate plan change, the new plan will usually take effect right away, but you might need to wait for up to 15 minutes.<br><br>

__2. Why did my promotional bill credit get removed?__

Promotional credits, including bill credits, are discretionary and eligibility requirements for credits may vary. Typically, promotional credits are awarded based on the eligibility of the rate plan you activate on. If you change rate plans, or complete a renewal or upgrade, bill credits may be removed. We may check your eligibility from time to time, and if you become ineligible to receive a discount, promotion or benefit for any reason, we may remove it without prior notice.<br><br>

__3. Does changing my rate plan impact my phone number, if I’m new to Koodo?__

Changing your rate plan has no impact on your current phone number. If you’re a new Koodo customer and need to port your number to Koodo, please go to Koodo Assist to get help from our digital rep. 

  </div>

<br><br>__For more information, check out our other articles about plan changes:__

- [Rate plan proration explained](https://www.koodomobile.com/en/help/proration) <br>
- [Keeping or changing your plan when you upgrade your phone](https://www.koodomobile.com/en/help/Keeping-or-changing-your-plan-when-you-upgrade-your-phone?search_api_views_article_search_fulltext=Keeping%20or%20changing%20your%20plan%20when%20you%20upgrade%20your%20phone)<br>
- [Postpaid province-wide calling](https://www.koodomobile.com/en/help/postpaid-province-wide-calling)
- [Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)
- [Seasonal Hold plan](https://www.koodomobile.com/en/help/keeping-your-account-open-when-travelling)
- [Things to know about cancelling your Koodo services](https://www.koodomobile.com/en/help/things-know-about-cancelling-koodo)
- [Moving from Prepaid to Monthly Postpaid Service](https://www.koodomobile.com/en/help/moving-prepaid-postpaid-monthly-service)
- [Endless Data with TELUS](https://www.koodomobile.com/en/help/endless-data-with-telus)


Want something a little different from your Koodo service? Learn about changing your rate plan here. 

Help_Landing_ChangingYourRatePlan_ToArticle_Static_Link_May2023

Changing your mobility rate plan

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

## Need to change your phone number? Here's how.

*Your voicemail may be reset. Before submitting these changes, make sure to retrieve your voicemail messages.

1. [Log in to your Self Serve account](https://koodomobile.com/selfserve "Log in to your Self Serve account").
2. From the Self Serve drop-down menu, select __Mobile services__.
3. Under “Manage your phone number,” select __Manage__.
4. Select __Change my number.__
5. Choose the province and city for your new number.<br>
6. Choose a new area code and the first three digits from the drop-down list, and select __Next__.
7. Choose a new phone number.
8. If no phone numbers appear, select a new area code number and search.
9. Select __Next__.
10. Review your changes and select __Submit__.
11. You’re done! Your new phone number will be confirmed.

### __Just so you know__

- You won’t be able to change your rate plan during the billing cycle that you make this change.
- You won't be able to make or receive calls for 15 minutes.<br><br>

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

__1. If I don’t like the phone number that I changed to, can I change it back to my original number?__ 

Your original number will be reserved for a period to prevent it from being used right away.

To get your old number back, please go to [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and schedule a callback, so a rep can help you with this.

__2. Can I put a recording on my old number to announce my new phone number to incoming callers?__

No, this is currently not possible at Koodo.

__3. Is there a fee for changing a phone number?__

Any fees are listed in our ‘[Service fees](https://www.koodomobile.com/en/help?INTCMP=KMNew_NavMenu_support&INTCMP=KMNew_NavMenu_support)’ chart. 

__4. If I change my phone number, will people who dial my old number be redirected to the new number?__

No, we currently don’t have a feature that would redirect calls from your old number to your new number.

  </div>

<br><br> __Related help pages:__
- [Transferring your number to Koodo](https://www.koodomobile.com/en/help/moving-your-number-koodo)

Need some new digits? Learn everything you need to know about changing your phone number with Koodo. 

Log in & Profile

Account setup

Changing your phone number

![Koodo SIM cards fit standard, micro, and nano readers.](//images.ctfassets.net/8cecwr1x4jkf/xRdIYP7WcX505jL1DBGOZ/3b5ae260d4eb1c7b4af6eaaa26bda6d5/sim_card_animation_3.gif?w=300)

A SIM is a tiny card with a big job! It stores your data and phone number and carries a unique identification number that links you to a specific mobile phone company. (Your text messages are not stored on your SIM and will not be transferred from your old phone.)

Without a SIM card inside your phone, or if the SIM is not working correctly, your phone will not be able to make calls, send texts, or connect to your mobile network. 

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

<div class="collapsible">
  <h3> New activations </h3>
</div>
<div class="content">

### New to Koodo?

The SIM card we’ve included with your online order has all 3 card sizes (Standard, Micro, and Nano) in 1 convenient package. Simply push out the SIM card size that fits your phone, insert it into your phone, and start using your Koodo services. Once you insert your new SIM card, your phone number will be active.

If you ever plan on transferring your number from another provider to Koodo, you can check out our [help page](https://www.koodomobile.com/en/help/moving-your-number-koodo?search_api_views_article_search_fulltext=porting) to find out how.

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

### Activating your Prepaid SIM card?

If you have a Prepaid SIM you wish to activate, you’ll need to go to our Prepaid site to see how. [Activate here](https://activateprepaid.koodomobile.com/).

  </div>

<div class="collapsible">
  <h3> SIM card replacement 101 & Upgrades </h3>
</div>
<div class="content">

### Need a replacement SIM card?

If you lost or damaged your old SIM card or need a SIM card of a different size, you can grab one at [your nearest Koodo store](https://www.koodomobile.com/find-nearest-store?INTCMP=KMNew_FooterLINK_Stores_Stores)! Once you’ve got your new SIM card, you’ll need to officially change your SIM card in Self Serve - just follow the numbered instructions in the __‘Updating your SIM card in Self Serve’__ section below!

### Got a new Koodo SIM card with your upgrade? Not sure if you need to replace your old one?

All phones upgraded online come with a SIM card to be used as a spare in case you lose the one you’ve got or it becomes damaged - if this does ever happen, you’ll need to register and change the SIM card in Self Serve before you can use it. 

### Your old SIM fits in your new phone? 

Great! All you have to do is pop your old SIM card into your new phone - your phone number and your plan will both be active on your new phone. (Your text messages are stored on your phone, not on your SIM card, and will not be automatically transferred from your old phone to your new phone. If you’d like to keep them, make sure you’ve backed them up somewhere.)

### Your old SIM card doesn’t fit into your new phone’s SIM card slot? 

No problem! You’ll need to replace your old SIM with one of the three SIM card sizes we’ve included with your order.

Once you’ve determined which size will fit your new phone, simply push out the large white card (Standard), the medium multi-colored card (Micro), or the small white card (Nano) and log into your Self Serve account to update your old SIM card with the new one we sent you. __Before you start this, don’t remove the SIM card that’s already in your old phone, and make sure the phone is on, because we’ll be sending a verification code to your old phone with the old SIM card.__<br><br>

### Updating your SIM card in Self Serve 

__Note:__ To protect your privacy, this transaction can’t be done over the phone with the help of a rep and must be completed online through Self Serve.

1. Log in to your [Self Serve](https://www.koodomobile.com/my-account/overview) account.
2. On the Overview page, click __Self Serve__ and select __Mobile services__ from the drop-down menu.
3. Select __Change your SIM card__.
4. Enter your new SIM number in the text box and click __Continue__.
5. A 5-digit verification code will be sent to your current phone. In case your SIM is lost/damaged, the verification code will be sent to another line or to an email address on your account.
6. Once you’ve entered the verification code, you can now insert your new SIM card into your phone. Turn the phone off and back on again. __Heads up!__ It may take up to 15 minutes for your SIM to be activated. 

### Not getting any network service?

If you can’t send or receive calls or text messages, check out our [tips](https://www.koodomobile.com/en/help/im-not-getting-any-network-service).

### Getting a SIM card error message?

First double-check that your SIM card is correctly inserted; if it is but is still not working, you might need to visit your nearest [Koodo store](https://www.koodomobile.com/find-nearest-store#.) or reach out at [Koodo.com/chat](https://www.koodomobile.com/en/help?autobots=rollout) for help.

  </div>
 <br><br>   

__Related help pages:__
- [eSIM and eSIM Vouchers](https://www.koodomobile.com/en/help/esim-and-esim-vouchers)

Need some information about Koodo SIM cards? Find out everything you need to know here. 

SIM cards and non-Koodo phones

SIM card 101

Registering for Self Serve is super easy and only takes a few minutes. 

### __How to finish setting up your account__

When you activate or renew your phone, an email will be sent to you from the store or call centre to set up your account. 

- To complete your registration, go to your email inbox and open the email we sent you.
- Click the link, then enter your Koodo phone number.
- Create a password.
- Choose a security question and answer.
- You're all done! You can now access your Self Serve account.<br><br>

### To set up your Self Serve account on your own 

Go to [Self Serve](http://koodo.com/selfserve), then select __Register now__. The Koodo Assist chat will pop up, so our digital rep can help you get set up.

[Find this answer on Koodo Prepaid.](https://prepaidselfserve.koodomobile.com "Find this answer on Koodo Prepaid.")<br><br>

### __Just so you know__

- The registration email is usually sent the same day your line becomes active. If you purchase at a physical store location, the email is usually sent within minutes of completing your transaction. If you purchase through koodo.com, it will be sent around the same time your order is ready to be shipped. 
- Didn’t receive a registration email from us? Make sure to check your junk/spam folder. Alternatively, you can use the directions provided above to set up your Self Serve account - but be sure to do this only after your account has been officially activated.
- Link not working when you click on it? Try copying and pasting it into your browser.
- Are you trying to register for a Prepaid Self Serve account? Visit our [Prepaid Self Serve website](https://prepaidselfserve.koodomobile.com/?intcmp=MyAccount_Login_Prepaid_LoginRegButton_062019).
- If you experience any issues, please schedule a callback through [Koodo Assist](https://www.koodomobile.com/en/help?autobots=rollout) and a rep will be happy to help you.


New to Koodo? Learn about registering for Self Serve here. 

Registering

Registering for Self Serve

If you're having trouble receiving text messages or experiencing delays, there could be a few reasons. Check out the troubleshooting tips below to help sort out the issue.

<div class="collapsible">
  <h3> Check coverage and signal strength </h3>
</div>
<div class="content">

Wireless signal strength can vary based on factors like distance from the nearest cell tower and environmental obstacles. If you're experiencing low signal, try moving to an area with better coverage—just keep in mind that concrete, steel buildings, and underground locations can affect reception, especially in elevators and basements. 
  </div>

<div class="collapsible">
  <h3> Make sure that your area is covered by our network </h3>
</div>
<div class="content">

Check our [coverage maps](https://choosehappy.koodomobile.com/network/) to confirm that you’re covered by our network.

  </div>

<div class="collapsible">
  <h3> Try making and receiving calls </h3>
</div>
<div class="content">

Sometimes your phone might lose connection to the network. To reconnect, just make a call to any number—even your own to access voicemail. If the call goes through, your connection should be restored, and you’ll get any undelivered texts in the next 5-10 minutes.

You can also use another phone to call your number to check if you can receive calls.

  </div>

<div class="collapsible">
  <h3> Restart your phone </h3>
</div>
<div class="content"> 

Try restarting your phone to clear up any minor glitches.

Turn your phone off, then back on, and try placing a call.

If your phone has a removable battery, take it out, put it back in, and then power up your phone again.
  </div>

<div class="collapsible">
  <h3> Check the Blocked Number & Spam settings on your phone </h3>
</div>
<div class="content">   

Sometimes, spam filters or blocked numbers can prevent your phone from getting certain text messages. To check your settings, just follow the steps below:

__Common Android settings__

1. Go to the __Messages__ app
2. Select __Menu__
3. Select __Settings__
4. Select __Spam Settings__

or

1. Go to the __Messages__ app
2. Select __Menu__ (3 vertical dots)
3. Select __Blocked contacts__ <br><br>

__Settings in Apple__

1. Select __Settings__
2. Select __Phone__
3. Select __Blocked__

  </div>

<div class="collapsible">
  <h3> Clear your messaging app’s memory </h3>
</div>
<div class="content"> 

If your phone has a long messaging history, it might run into a few glitches. 

__On Apple phones__, deleting some messages and conversations can help with some issues. 

__On Android phones__, you can also clear the messaging application cache (usually found in __Settings > Apps > select the messaging app > select Clear cache__).
  </div>

<div class="collapsible">
  <h3> Deregister your phone number from iMessage </h3>
</div>
<div class="content"> 

If you've switched from an iPhone to a different phone, you might have trouble getting texts from iPhone users, because Apple might still be sending those messages via iMessage. 

To solve this problem, you can deregister your phone number from iMessage. Just follow the instructions on Apple’s [Deregister iMessage page](https://selfsolve.apple.com/deregister-imessage).
  </div>

<div class="collapsible">
  <h3> Troubleshoot issues with picture and video messages </h3>
</div>
<div class="content"> 

If text messages work, but picture and video ones are failing, verify that your data is working by opening a web page.
  </div>

<div class="collapsible">
  <h3> What happens to undelivered text messages </h3>
</div>
<div class="content"> 

The Koodo network will store up to 100 text messages and will try to deliver them for up to 5 days. If the messages aren’t delivered in that period, they’ll be permanently deleted from the network.
  </div>

<br><br>

__Related help pages:__
- [I’m not getting any network service](https://www.koodomobile.com/en/help/im-not-getting-any-network-service)
- __Community:__ [I need to get text message forwarded from broken phone](https://community.koodomobile.com/tips-tricks-troubleshooting-232914/i-need-to-get-text-message-forwarded-from-broken-phone-7812076)
- [Phone troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)
- [Troubleshoot mobile phone problems when traveling](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling)

Troubleshooting messaging issues

Troubleshoot incoming text message problems

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

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

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

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

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

| Province     | Monthly tax for e911 services     |
| ---------- | ---------- |
| Québec       | $0.52       |
| Alberta       | $0.95       |
| Saskatchewan	       | $2.14        |
| New Brunswick       | $0.97       |
| Nova Scotia       | $0.43         |
| Prince Edward Island         | $0.70       |
| Newfoundland       | $0.75       |
| Ontario | No charge
| Northwest Territories    | $1.70       |

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

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

### __For Prepaid customers__
E911 taxes are built into your billing already if you live in a province that charges these taxes.<br><br>

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

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

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

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

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

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

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


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

E911 and T911

E911, T911, and Emergency Services

Working abroad, going on a long adventure, or flying south for the winter? Our Seasonal Hold Plan could be perfect for you. For $15 per month for customers without a Tab or $30 on top of your monthly Tab charge, for up to twelve months, you can put a hold on your service but keep your account and phone number ready for you when you come home.

## How does the Seasonal Hold plan work?
Once activated, the Seasonal Hold Plan will pause your service. This means you won't have access to calls, texts, or data. Your phone will still be able to connect to Wi-Fi networks and make 911 calls but won’t be able to use your regular Koodo services.

When you begin a Seasonal Hold Plan, you'll no longer pay for your regular rate plan, as it will be removed from your account, and instead you'll be charged $15 per month (no Tab) or $30 (with a Tab) per month. If you have a Tab, you'll continue to pay the Tab charge monthly to reduce the Tab balance. If you have a Tab Bonus, it will also continue going down automatically each month. When you return, you can choose from the available in-market rate plans. 

__Note:__ Your current rate plan might not be available upon your return. <br><br>

## Do I need the Seasonal Hold plan?
The Seasonal Hold Plan is a great way to keep your phone number, if you'll be leaving Canada for more than one month and for fewer than twelve months.

__1. I'll be out of Canada for less than 1 month__

- You won't need a Seasonal Hold Plan, as you’re away for less than one month. Take a look at [Easy Roam](https://www.koodomobile.com/help/easy-roam "Easy Roam")/[Easy Roam](https://www.koodomobile.com/en/services/easyroam) to see some great ways to use your services while you’re away.
- If you don't want to use your phone while you’re away, turn off mobile data and don't make any calls or texts (you'll still be able to connect to Wi-Fi networks).

__2. I'll be out of Canada for more than 1 month__

- You can use the Seasonal Hold Plan. Your service will be paused, and your account and phone number will be waiting for you when you get home.  After 6 months, you’ll need to visit Self Serve and select a new rate plan from available rate plans.

__3. I'll be out of Canada for more than 12 months__

- You will not be eligible for a Seasonal Hold Plan, as it can only be used for a maximum of 6 months.

__Heads up!__ Your account must be in good standing and have been active for more than 90 days to be eligible for Seasonal Hold. <br><br>

## How can I set up a Seasonal Hold plan and resume my services when I return?

You can start the process of putting your phone on hold via Self Serve. On the “Mobile services” page, select __[Pause my plan temporarily](https://www.koodomobile.com/my-account/selector?redirect_url=/my-account/mobile-services&env=ra)__.

__Important:__ If you have a Tab or recently paid it off, you'll be directed to chat with one of our reps, who will help direct you. 

Once you’ve returned home, you can easily get your service back up and running directly via Self Serve. On the "Mobile services" page, select __Resume regular service__, then choose a plan.<br><br>

## Good to know

- Seasonal Hold can be activated __once__ in a 12-month period. __For example:__ If you change to Seasonal Hold on January 1, 2022, you can use it until June 30, 2022 and won't be able to switch back to Seasonal Hold until January 1, 2023.
- If you’re out of the country and want to put your phone on Seasonal Hold, log in to Self Serve, go to Manage service, and select __Pause my plan temporarily__. 
- A seasonal hold won’t be automatically applied to all phones on an account. The charge is $15 per subscriber (no Tab) or $30 (with a Tab) per subscriber.
- If you're thinking about putting your plan on hold for the season, keep in mind that you won't be eligible for bill credits with this option. Also, if you make the switch, any bill credits you have will be dropped in the next two billing cycles.

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

__My services are on seasonal hold, so why is my phone being disconnected and sent to the collection agency?__

On a seasonal hold, you'll still need to pay the full amount that you’re charged for the service, just like you would for a regular rate plan. If you’ve missed payments and you’ve reached the limit of months you can go without paying, we’ll have to cancel your account and send you to collections.

  </div>

---

*A discontinued plan is a plan that Koodo no longer offers; therefore, we cannot reinstate it. We are unable to guarantee which plans may or may not be discontinued, but, if your plan is discontinued when you come back from a Seasonal Hold, we will guide you through all of the available rate plans and get you set up with a new one. Unfortunately, we are unable to know whether a plan is due to expire at the time you call to set up your seasonal hold. Koodo reserves the right to withdraw/expire plans at any time.

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

Leaving Canada for a while? As a Koodo customer you can start a Seasonal Hold Plan. Find out more here. 

Seasonal Hold plan

In this article you will learn about roaming charges, how to avoid unexpected roaming charges while traveling or near the US border, and information for traveling across Canada.

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  <h3> How to avoid roaming charges while traveling or when close to the US border </h3>
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__Traveling to the US and internationally__

When you arrive at your destination you will receive a welcome notification explaining the applicable roaming rates if you choose to use your device. This does not mean you are actually being charged for roaming.

If you’re looking to avoid roaming charges altogether, simply __turn data and data roaming OFF__ in your mobile device’s settings and refrain from making calls, answering calls and sending any outgoing texts. Receiving incoming texts will never result in any roaming charges, as long as data and __data roaming is turned OFF__ to avoid using mobile data for any pictures or videos that they may contain.

__Note:__ Other ways to avoid roaming charges include: Putting your phone in airplane mode, Removing the SIM Card or Removing the free international roaming add-ons.

For more information on how to turn data and data roaming on and off in your mobile device’s settings, visit our [support article](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device).<br><br>

__Avoiding roaming charges when close to the US border__

Sometimes if you’re close enough to the US border and the signal from neighbouring US networks is stronger than the Koodo network, your device could automatically connect to a US network as if you are roaming. If this happens, any usage may accidentally be billed as roaming. In addition, you will likely receive a Welcome SMS notification that makes it seem like you are in the US.

__Note:__ Receiving this SMS doesn’t automatically mean you are going to get charged for roaming. We recommend waiting to see if any charges appear on your invoice before reaching out.<br><br>

Here are some tips to avoid accidental roaming charges when close to the US border:

__1. Turn data roaming off in your mobile device’s settings__

Having data roaming off in your mobile device’s settings when close to the US border will help avoid accidental data roaming charges. For instructions on how to manage data roaming in your device’s settings, visit our [support article](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device).

__2. Manually select Koodo as your mobile network operator__

Your device is set to automatically connect to the  Koodo/TELUS network while in Canada. However, to ensure seamless service if you travel to the US this setting will also pick up the applicable US network whenever it's stronger. So if you are constantly connecting to a US network while still in Canada, you can manually select the  Koodo/TELUS network in your device’s mobile network settings to help avoid this.

__Note:__ If you opt for a manual selection of the  Koodo/TELUS network, remember that you will need to switch back to the automatic network selection setting if you ever decide to roam in the US or internationally to ensure your service will work.

Find out how to [manually select your network operator](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling).

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  <h3> Using mobile data and Wi-Fi </h3>
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## Using mobile data (data roaming turned ON)

Depending on if you’re using [Easy Roam](https://www.koodomobile.com/en/services/easyroam) or pay-per-use roaming, the use of mobile data through our roaming partner’s network will be charged as follows:

__If you have Easy Roam:__

- Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling

- Data will be used from your monthly plan

__If you are using pay-per-use roaming:__

- Roaming data will be used and the standard roaming data pay-per-use rate will apply.

__Tip:__ While traveling, you can only use data if data roaming is turned on in your device’s settings. For more information, see the above section in this article about __Avoiding roaming charges.__<br><br>

## Using Wi-Fi while data and data roaming is turned OFF

__If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply<br><br>

__If you  are using pay-per-use roaming:__

- No charges apply

__Important:__ If you’re using Wi-Fi while roaming and both data and data roaming are turned ON in your mobile device’s settings, then roaming data charges may apply if the Wi-Fi signal weakens or disconnects. The charges will depend on if you have Easy Roam or pay-per-use, just like when you’re using mobile data through our roaming partner’s network.

Search your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/en/payperuse) to confirm the standard roaming pay-per-use rates.
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  <h3> Text and instant messaging </h3>
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Depending on if you’re using Easy Roam or pay-per-use roaming,  this is how the use of text and instant messaging through our roaming partner’s network will be charged.<br><br>

## Receive incoming texts from any number (no pictures or videos)

__If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply<br><br>

__If you are using pay-per-use roaming:__

- No charges apply<br><br>

## Send outgoing texts to any mobile phone number in the world (no pictures or videos)

__If you have Easy Roam:__

- Easy Roam daily fee will activate and will be effective until 11:59 in the time zone you are traveling.

- Outgoing texts will be used from your monthly plan<br><br>

__If you are using pay-per-use roaming:__

- The standard roaming [pay-per-use rate](https://www.koodomobile.com/en/payperuse) for your specific location will apply<br><br>

## Send or receive texts containing pictures or videos

__If you have Easy Roam:__

- Easy Roam fee will activate and will be effective until 11:59 in the time zone you are traveling.

- Data will be used from your monthly plan

- If outgoing, a text will be used from your monthly rate plan

__If you are using pay-per-use roaming:__

- If outgoing, the standard roaming pay-per-use rate will apply for every 160 characters

- Roaming data will be used and the standard roaming data pay-per-use rate will apply<br><br>

## Using instant messaging, like iMessage for iPhone and WhatsApp

This information applies for use of instant messaging over our roaming partner’s mobile network, and not Wi-Fi:<br><br>

__If you have Easy Roam:__

- Easy Roam fee will activate from data usage and will be effective until 11:59 in the time zone you are traveling.

- Data will be used from your monthly plan<br><br>

__If you are using pay-per-use roaming:__

- Roaming data will be used and the standard roaming data pay-per-use rate will apply<br><br>

__Tip:__ Picture/video messages and instant messaging apps require a data connection to work. They will not work if data and data roaming is turned off and you’re not connected to Wi-Fi. You can still use instant message apps on Wi-Fi to avoid any roaming charges. If you’re using Wi-Fi, just ensure __data and data roaming is turned OFF__ in your mobile device’s settings to avoid accidental data charges.

Premium and subscription SMS numbers are always excluded and will be billed at the standard roaming pay-per-use rate for every 160 characters.

Search your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/payperuse) to confirm the standard roaming pay-per-use rates.<br><br>

## When using iMessage over a Wi-Fi connection

iMessage for iPhones will attempt to send messages to other iPhone users using a data connection. However, if the data connection for your device or the recipient is too weak to send/receive the message over data, then the message will be sent as a normal text message by default. If this happens you will be subject to the applicable roaming charges for sending an outgoing text, depending if you have Easy Roam or are using pay-per-use rates.

To avoid accidentally sending text messages to other iPhone users when using iMessage, follow these steps:

1. Select __Settings__

2. Scroll down and select __Messages__

3. Toggle __Send as SMS__ OFF

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  <h3> Making and receiving phone calls </h3>
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## Calling numbers in Canada and within your current destination, or answering any call

This information applies if you call any Canadian phone number (nationwide), call a phone number within your current travel destination (e.g., from US to US, nationwide) or answer a call from any phone number.

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling.

- Minutes will be used from your monthly plan

__If you are using pay-per-use roaming:__

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

## What’s not included with Easy Roam

- Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.

- Calls to North American toll-free exchanges (1-800, 844, 855, 866, 877, and 888) from outside of North America. These numbers are charged at the roaming pay-per-use overage rate.

- International toll-free numbers. These numbers are charged at the international roaming pay-per-use rate.

- 411, 511, and premium/subscription numbers -  you'll be charged a pay-per-use roaming rate for these

- Phone calls to numbers that are outside Canada and outside the country you're calling from (e.g., from England to US). These calls will be charged the roaming pay-per-use rate for the country from which you're calling

- The following US phone numbers: Sanger, California (559-726-XXXX) Carroll, Iowa (712-775-XXXX) Lake Park, Iowa (712-432-XXXX) Oglala, South Dakota (605-562-XXXX) Redfield, South Dakota (605-475-XXXX)

## Calling to check your voicemail

__If you have Easy Roam:__

- Easy Roam fee will activate from voice usage and will be effective until 11:59 in the time zone you are traveling

- Minutes will not be used from your monthly plan

__If you are using pay-per-use roaming:__

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

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

__Tip:__ You can avoid the Easy Roam fee by using a landline to call your Voicemail. How? 

1. Dial 10-digit handset number (local). or 1 + 10-digit handset number (if long distance).

2. Press * to interrupt greeting.

3. Enter password.

4. Follow the voice prompts.

__Note:__ Long distance charges will apply on the landline phone if dialing long distance to retrieve messages.

## Scheduling a callback through Koodo Assist to your Koodo phone

__If you have Easy Roam:__

- Easy Roam daily fee will not activate

- No charges apply

__If you are using pay-per-use roaming:__

- No charges apply

__Note:__ While roaming, you’ll need to be connected to Wi-Fi in order to schedule a callback through Koodo Assist without triggering  the daily Easy Roam fee 

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  <h3> Monitoring roaming usage </h3>
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Data usage with Easy Roam can be monitored by logging into Self Serve. For more information on monitoring data usage and the data notifications, you will receive while traveling, visit our [support article](https://www.koodomobile.com/en/help/set-up-and-tips-for-traveling-with-your-mobile-device). You can also schedule a callback via Koodo Assist, if you require further assistance. 

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  <h3> Roaming on a cruise ship or in-flight </h3>
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Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.
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Understanding how you'll be charged while travelling

There are important considerations for traveling with your Canada-US rate plan, both in the U.S. and in other destinations. 

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

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

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

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

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

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

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

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

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

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

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

__3. Are there any restrictions or numbers that are not included in the Canada-US plan?__

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

__Calls to:__

- 411 
- 511 
- Sanger, California (559-726-XXXX) 
- Carroll, Iowa (712-775-XXXX) 
- Lake Park, Iowa (712-432-XXXX) 
- Oglala, South Dakota (605-562-XXXX) 
- Redfield, South Dakota (605-475-XXXX)
- International Toll Free Exchanges (these may not work from all destinations and may incur pay-per-use charges, depending on how the specific provider has configured its Toll Free Exchange)
- Numbers from a country other than Canada or the U.S. 
- Numbers outside the country you’re calling from, including to destinations covered by a Long Distance Add-On, such as International Long Distance Saver (these features require calls to originate in Canada)

__Usage on:__ 

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

__Also not included:__

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

__4. Which other services are included in my Canada-US plan?__

TELUS Health MyCare Travel is an additional service included in Canada-US plans. It offers health support while traveling in the U.S. without any extra charges for customers on this plan. To learn more, visit [telus.com/MyCareTravel](https://www.telus.com/en/health/my-care/travel)


Travelling with your Canada-US rate plan

A valid Canadian-issued credit card from Visa, MasterCard or American Express is required. We don’t accept International credit cards. All prices listed are in Canadian dollars (product pricing and availability are subject to change without notice).

We know you’re excited - we are too! But your service will start working only after your Koodo Internet is activated. Please set up your equipment after your activation date to have a seamless experience. <br><br>

__Heads up!__ 

- For this subscription-based service, your card will be charged monthly.
- Due to third-party involvement, we’re unable to change your activation date to an earlier time. If you’d like to postpone your activation date, please go to Koodo Assist to schedule a callback with a rep. <br><br>

### Ordering and shipping confirmation
It usually takes 2-3 business days for equipment to be shipped. 

Once you’ve submitted your order, you'll receive a confirmation email. Please print and/or save this email - it's your official receipt. If you haven’t received any emails about your order, please go to Koodo Assist to schedule a callback, and a rep will be happy to help you. <br><br>

If you haven’t received a confirmation email, please follow the steps below:

1. Give us a few hours to process and confirm your order.

2. Check the Junk/Spam folder in your email account.

3. If you still haven’t received your confirmation email after steps 1 and 2, please schedule a callback with our team. 
<br><br> 

### Tracking your order

Once your order has shipped, we’ll send you an email that includes a tracking number. It may take up to 48 hours before your tracking information is available. <br><br> 

### Your confirmed activation date

We’ll let you know via email and provide you with easy step-by-step instructions to get your service up and running in no time. <br><br>

### Activating Koodo Internet and canceling with your previous service provider

You’ll be receiving your confirmed activation date via email. On that day, your Koodo Internet service will start working. So, you can cancel with your previous service provider the day of your activation. <br><br> 

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  <h3> FAQ </h3>
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__Will I need a tech visit?__

Depending on the circumstances, a tech visit may be required on the date you activate, to help ensure it's ready for service. We'll confirm your activation date via email and let you know at that time. 

__Heads up!__ The tech will not set up the equipment. Don't sweat it - it's easy to set up on your own. We'll also be sending simple step-by-step instructions your way.

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