To cancel a Koodo postpaid plan, open Koodo Assist on the website or app, tell it you want to cancel, and an agent will call you back to process it. If you’re moving to a new carrier and want to keep your phone number, skip that step entirely — your new provider handles the port, and Koodo closes the line automatically once the number transfers. Either route leaves you owing any remaining Tab balance on your device, any remaining Tab Bonus, and prorated charges for the days you used service in your final billing cycle.
What Your Final Bill Will Look Like
Before you cancel, know what you’re on the hook for. Koodo’s Tab is a zero-interest device loan split into 24 equal monthly payments; each month a Tab charge appears on your bill and the balance drops until it hits zero.1Koodo Mobile. Everything You Need to Know About the Tab If you cancel before the 24 months are up, whatever’s left becomes due immediately as a Tab Debit.
The Tab Bonus is separate. It’s a promotional credit Koodo applies toward your device that you don’t pay into monthly; it just decreases on its own over 24 months. Cancel early, and you owe the remaining Tab Bonus balance plus applicable taxes.2Koodo Mobile. The Tab Bonus The earlier in the term you cancel, the more you pay back.
So your final bill can carry three things: prorated plan and Tab charges for the days service was active in the final cycle, the remaining Tab Debit, and the remaining Tab Bonus Debit, which may arrive on a separate bill.3Koodo Mobile. Your Koodo Bill After You Cancel There’s no additional early termination fee beyond the device balance. That’s consistent with the CRTC Wireless Code, which caps early cancellation fees on subsidized devices at the remaining device subsidy and requires the amount to decrease to zero over no more than 24 months.4CRTC. The Wireless Code, Simplified
Check both balances in Self Serve under the billing section before you call so nothing on the final invoice surprises you.
How to Cancel Through Koodo Assist
Koodo doesn’t have a traditional customer service line for cancellations. Everything routes through Koodo Assist, the chat tool on the website and app. Start a conversation, say you want to cancel, and it will schedule a callback from a live agent.5Koodo Mobile. Koodo Assist FAQs
Have two things ready when the agent calls: your eight-digit Koodo account number (visible in Self Serve) and your account PIN. If you’ve forgotten the PIN, the agent can reset it after you answer security questions to verify your identity.6Koodo Mobile. Glossary of Common Koodo Terminology
Expect a retention offer during the call: a discount or credit meant to keep you. If you’ve decided, decline it and confirm you want to cancel. The agent processes the request and your service ends.
Keeping Your Phone Number? Don’t Cancel First
This is where people lose their numbers. If you want to keep your existing number, do not cancel your Koodo account before switching. Cancellation releases the number, and once it’s released you can’t get it back.
Go straight to your new carrier and ask them to port your Koodo number. They’ll need the number itself and your eight-digit Koodo account number. Once the port completes, Koodo closes the line automatically and sends you a final bill for the remaining device balance and prorated charges.7Koodo Mobile. Things to Know About Cancelling Your Koodo Services One limitation worth knowing: you cannot port a Canadian number to a U.S. carrier.
If You Just Signed Up: The Trial Return Window
Recent signups have a return window that wipes out the Tab entirely. How long you have depends on where you bought the phone:
- A Koodo retail store (excluding third-party retailers): 15 days from purchase, or 30 days for people with disabilities.
- Online at koodomobile.com, over the phone, or shipped to your home: 30 days from purchase.8Koodo Mobile. Returning or Exchanging Your Koodo Phone
The phone must come back in like-new condition in its original packaging, with proof of purchase. Accessories aren’t returnable unless they’re defective. If your usage during the trial went over 30 minutes of talk time, 50 texts, or 50 MB of data, you can still return the phone but you’ll pay for that usage on your bill.8Koodo Mobile. Returning or Exchanging Your Koodo Phone
When you return within the window, any Tab and Tab Bonus balance tied to the phone comes off your account. The adjustment can take up to four weeks to appear, so don’t panic if the charge is still on your bill in the meantime.8Koodo Mobile. Returning or Exchanging Your Koodo Phone
Prepaid Accounts Work Differently
If you’re on prepaid, there’s no contract and no Tab to settle. You can just stop adding funds. Be aware that if your prepaid account sits without a base plan for 90 days, Koodo deactivates it. You lose the phone number and any remaining balance, including unused boosters, and the number goes back into the pool for reassignment.9Koodo Community. Prepaid: I Stopped Paying for Base Plan, Now Log In Is Disabled
To cancel a prepaid account proactively, contact Koodo through Koodo Assist. If the account has a credit balance over $5, Koodo issues a refund within seven days of the first bill after cancellation. It goes back to the payment method on file, or by cheque for methods like Visa Debit.7Koodo Mobile. Things to Know About Cancelling Your Koodo Services
Canceling a Deceased Family Member’s Account
If you’re closing an account for someone who has died, contact Koodo directly. You’ll need either the account PIN, or the ability to verify three pieces of information Koodo has on file: for example, the account holder’s date of birth, driver’s license number, last three digits of their SIN, or the last four digits of the credit card on the account.10Koodo Community. How to Manage Deceased Account
If you want to keep the deceased person’s phone number, don’t cancel the line. Complete a transfer of ownership to move the number onto your own account first, then decide what to do with it.
What Happens After Cancellation
You can keep viewing your e-bill through Self Serve for up to 90 days after service ends.3Koodo Mobile. Your Koodo Bill After You Cancel Use that window to check the charges and download a copy for your records.
Final payments come out of whatever payment method Koodo has on file, usually the credit card or bank account already set up for monthly billing. If your account closes with a credit balance instead of an amount owing, refunds above $5 are processed automatically within seven days of the first bill after cancellation.7Koodo Mobile. Things to Know About Cancelling Your Koodo Services Make sure your contact details are current so the final invoice notification actually reaches you.
If Koodo Won’t Process the Cancellation
If Koodo refuses to cancel, charges fees you believe are wrong, or fails to send a refund you’re owed, you can escalate to the Commission for Complaints for Telecom-television Services (CCTS). The CCTS handles billing errors, contract disputes, and service delivery problems. Filing is free through their online form, live chat, or by emailing response@ccts-cprst.ca.11CCTS. Online Complaint Form Once the CCTS accepts your complaint, it forwards it to Koodo, and Koodo has to work with you to resolve it. Mentioning that route on the phone can be enough to move a stalled call along.