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

Travel and roaming

Mobility

Easy Roam®

Enjoy using your phone while traveling in Europe. Access your monthly rate plan, including unlimited talk and text, when you purchase a 14-day Europe Travel Pass for $50 or a 30-day Europe Travel Pass for $60.

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

__To get a 14-day pass:__ Text EU14PASS to 7626

__To get a 30-day pass:__ Text EU30PASS to 7626

You’ll only be charged the $50 or $60 fee on the first day you roam in your European destination. 
  </div>

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

__The 14-day Europe Travel Pass__ gives you 14 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).

__The 30-day Europe Travel Pass__ gives you 30 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 Europe Easy Roam Travel Pass?   </h3>
</div>
<div class="content">

__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>


Europe Easy Roam Travel Passes

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.

<div class="collapsible">
  <h3> How to avoid roaming charges while traveling or when close to the US border </h3>
</div>
<div class="content">

__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).

  </div>

<div class="collapsible">
  <h3> Using mobile data and Wi-Fi </h3>
</div>
<div class="content">

## 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.
  </div>

<div class="collapsible">
  <h3> Text and instant messaging </h3>
</div>
<div class="content">

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

  </div>

<div class="collapsible">
  <h3> Making and receiving phone calls </h3>
</div>
<div class="content">

## 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 

  </div>

<div class="collapsible">
  <h3> Monitoring roaming usage </h3>
</div>
<div class="content">

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. 

  </div>

<div class="collapsible">
  <h3> Roaming on a cruise ship or in-flight </h3>
</div>
<div class="content">

Easy Roam can’t be used on cruise ships, airplanes, or other satellite locations. Pay-per-use rates will apply.
  </div>


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

In this article, we will give you some tips to use before you travel, and tricks related to usage and monitoring during your vacation to make sure you are always in control. 

<div class="collapsible">
  <h3> Ensure you’re covered with Easy Roam </h3>
</div>
<div class="content">

__Easy Roam__ covers more than 200 destinations worldwide. For one daily fee, Easy Roam gives you access to data and minutes from your monthly plan plus unlimited text, so you can stay connected whenever you travel.

__How to confirm you’re signed up for Easy Roam?__

To ensure you’re properly covered and able to connect to a network, while abroad, you’ll need to have the following add-ons added to each line you would like to roam with. 

- US Easy Roam

- Easy Roam INTL

- International Voice Roaming

- International Data Roaming

You could look up your add-ons by logging into [Self Serve](http://koo.do/2xrqm43) under the "Manage add-ons" section. 

If you don’t have a Self Serve account, [Koodo Assist](http://koodo.com/chat) can help you set one up.

__Adding Easy Roam is easy!__

If you would like to add Easy Roam, simply text __ROAM__ to __7626__ and follow the steps to enable it. Texting to __7626__ is free in Canada and while roaming, and it won’t activate the Easy Roam daily fee. It may take up to 30 seconds to receive a response from __7626__.

__Tip:__ Each phone number on your account needs to add Easy Roam individually

Visit [koodo.com/easyroam](https://www.koodomobile.com/en/easyroam) for more information about Easy Roam, including the destinations that are covered and key details about how Easy Roam works.

Visit our [Easy Roam FAQ page](https://www.koodomobile.com/en/help/easy-roam) for additional help.

  </div>

<div class="collapsible">
  <h3> Turn data roaming on to use data and picture/video messaging outside of Canada </h3>
</div>
<div class="content">

Data roaming is typically switched OFF by default in your mobile device’s settings. This setting must be switched on to use data with apps, including instant messaging (e.g. iMessage for iPhone and WhatsApp), browse the web and send or receive picture/video messages. To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices:__

1. Select __Settings__

2. Select __Cellular__

3. Select __Cellular Data Options__

4. Toggle __Data Roaming ON__. It will appear green when data roaming is enabled <br><br>

__Android devices:__

1. Select __Settings__

2. Select __Network and Internet__

3. Select __Mobile Network__

4. Toggle ON __Roaming - Connect to data services when roaming__

__Hint:__ Reverse the steps to toggle data roaming OFF

  </div>

<div class="collapsible">
  <h3> Monitor your data usage and add a data top-up if you run out </h3>
</div>
<div class="content">

Self Serve is the best way to monitor your monthly data usage. View your current usage in Self Serve. 

__Data usage notifications:__

You’ll continue to receive the same data usage notifications you’re used to getting at home while traveling with Easy Roam. This includes the amount of your monthly data used and if you’ve incurred any additional data charges from exceeding the data in your monthly plan. You’ll even be given the option to add a data top up when you reach your limit.

__Hint:__ To receive or turn off alerts about your data usage, just check or uncheck the box in your [Data Settings](http://koo.do/2rTznSo).

  </div>

<div class="collapsible">
  <h3> Receive notifications when arriving at your destination </h3>
</div>
<div class="content">

Welcome notifications sent to the device(s) that are roaming

When you arrive in another country, you will receive a welcome message. This message will confirm one of the following depending on how your mobile device is setup:

- If you have Easy Roam (as long as your destination is included in Easy Roam)

- If you’re not covered and will be subject to pay-per-use rates.

This message is sent as a text message to the user of the device that is roaming in another country. __You will not be charged for receiving this message, and it will not activate the Easy Roam daily fee.__

__Hint:__ To ensure the account owner is aware of any potential roaming charges when any device on the account is roaming in another country, the welcome message will also be sent by email we have on file.

  </div>

<div class="collapsible">
  <h3> Know when roaming charges start to apply </h3>
</div>
<div class="content">

If you leave Canada while data and data roaming is switched on in your mobile device’s settings, then roaming charges will most likely apply. This is because most devices regularly consume data through apps that run in the background and features used by apps, like location services. You have the option to switch __data__ and __data roaming__ off in your mobile device’s settings before traveling if you prefer to avoid roaming charges. If you’re just looking to make calls and send texts, this is a great way to avoid unexpected data charges.

To learn more about managing your device’s data roaming settings, see the section above about turning on data roaming.

If Easy Roam is enabled on your mobile device:

- The daily fee will automatically activate if you use data, send a text, make or receive a call in the US or one of the 200+ International destinations that are covered.

- Once activated, you get access to your monthly rate plan until 11:59 pm in the time-zone you are traveling on the day you first use data, send a text and make or receive a call.

- If you don’t want to use Easy Roam the next day, then you must turn __data__ and __data roaming__ off in your mobile device’s settings before 11:59 pm in the time-zone you are traveling.. This will ensure you won’t be accidentally charged for another day. Since incoming texts won’t activate Easy Roam, just refrain from making or answering calls and sending texts to avoid activating Easy Roam again.

For more information about how you will be charged while traveling, visit the support article: [Understanding how you will be charged for roaming](https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling).

  </div>

<div class="collapsible">
  <h3> Confirm the mobile network coverage for your destination </h3>
</div>
<div class="content">

To confirm the mobile network coverage for your destination, our friends over at TELUS have made a very helpful interactive map:  [Mobile network coverage map for international traveling.](https://www.telus.com/support/article/international-coverage-map-service)

  </div>

<div class="collapsible">
  <h3> If you’re having difficulty with your service while traveling </h3>
</div>
<div class="content">

If you’re having trouble sending or receiving text messages/calls or getting your device to work while travelling, see the troubleshooting tips in the support article: [Troubleshoot mobile device issues while traveling](https://www.koodomobile.com/en/help/troubleshoot-mobile-phone-problems-when-traveling).<br><br>

__Learn how to make calls and send texts while traveling__

To get help on how to make calls or send texts while traveling in the US or abroad, view the support article: [Make a call or send a text when traveling](https://www.koodomobile.com/en/help/make-a-call-or-send-a-text-when-traveling) <br><br>

__An important tip about iMessage and instant messaging apps:__

iMessage on iPhone (e.g. when you receive blue messages from other iPhone users) and other instant messaging apps (e.g. WhatsApp) use data, and not text messages. If you continue to use iMessage or instant messaging without enough data in your monthly rate plan for Easy Roam then additional data charges will apply.<br><br>

__Getting around with GPS__

Although GPS itself doesn’t require data to locate you (blue dot), loading the map with all the street names, directions, and businesses does. To get around in a country you’re traveling in without triggering Easy Roam, make sure to download the map of the area you’re visiting offline.

__To download offline maps:__

1. Open the Google Maps app Maps.

2. At the bottom, tap Settings Settings and then Offline maps.

3. Tap Select your own map Select your own map.

4. Move the map to cover the area you'd like to download.

5. Tap Download Download

View the support article [Google Maps when offline](https://support.google.com/maps/answer/9770624) to learn more.

  </div>

<div class="collapsible">
  <h3> What to expect when you return home </h3>
</div>
<div class="content">

Once you return to Canada, you will receive a welcome back SMS notification to confirm you are no longer roaming. At this time you may be wondering how much you’ve spent on roaming and what exactly will show up on your bill. At this time it is not possible to confirm your final roaming charges until you receive this summary in your applicable monthly bill. If your trip spanned more than one bill cycle, then the applicable roaming charges will appear on all bills covering the period when you were traveling and using your device.

For more information on what to expect on your bill, visit the support article: [Understanding roaming charges on your bill](https://www.koodomobile.com/en/help/understanding-how-youll-be-charged-while-travelling).

If you were traveling with Easy Roam, you don't need to remove it from your account. You will only be charged when you use your device while roaming, so you can keep it on your account for your next trip.

If you’re ever using your device in Canada while close to the US border, you can get tips on how to avoid accidental roaming charges by viewing the support article: [Understanding how you will be charged for roaming](https://community.koodomobile.com/plans-services-232910/understanding-how-you-will-be-charged-while-traveling-7811296?postid=19915982#post19915982).

  </div>

<div class="collapsible">
  <h3> Traveling to a destination not covered by Easy Roam </h3>
</div>
<div class="content">

If Easy Roam does not cover the destination you are traveling to, then you will be billed at our pay-per-use rates.

__Note:__ Without Easy Roam, pay-per-use charges can add up quickly. You should turn data and data roaming OFF in your device settings to avoid surprise charges.

You can confirm the applicable pay-per-use rates by searching your travel destination at [koodo.com/payperuse](https://www.koodomobile.com/payperuse) and referring to the information near the bottom of the page.

  </div>

<div class="collapsible">
  <h3> Using Airplane/Flight Mode </h3>
</div>
<div class="content">

__How it works__

Airplane Mode or Flight Mode is a setting that temporarily suspends cellular signals and Wi-Fi, which might interfere with various sensors and equipment on board commercial aircrafts. 

Since cellular signals are suspended, Airplane Mode is the best option to use if you don’t want to incur roaming charges while in a foreign destination. 

When you’re using Airplane Mode, WiFi and/or Bluetooth can be enabled. If either feature is enabled, __it will remain on the next time Airplane Mode is used.__<br><br>

__Features that are supported while on Airplane Mode__

All device features that don’t require cellular signals or Wi-Fi are supported while on Airplane Mode. These include, but are not limited to access to your: 

- Calendar
- Photos
- Camera 
- Previously-downloaded emails, books/music, etc. 

Commonly-used features which are __not supported__ while on Airplane Mode include, but are not limited:

- Making/answering phone calls or sending text messages
- Utilizing data-based applications (i.e. Web Browsing, Koodo Self Serve, FaceTime, etc.)

If Wi-Fi is enabled while using Airplane Mode, it’s still possible to use data-based applications through your Wi-Fi connection.

If you’re using dual-SIMs and activate Airplane Mode, this will suspend cellular signals for __all SIM cards__ activated on your device.<br><br>

## How to enable Airplane Mode on iOS

__iPhones and iPads__

1. Navigate to __Settings__

2. Toggle __Airplane Mode__ to __on__. An airplane icon appears in the status bar at the top of the screen.

__Note:__ Airplane Mode can also be enabled through Control Center. Steps to access the Control Center vary per device model. For specific instructions for your device, see [device emulators](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)

If you want to have internet access while on Airplane Mode, navigate to __Settings__ again and toggle Wi-Fi to __on__, or enable Wi-Fi through the Control Center. 

When you’re finished using Airplane Mode, simply Navigate to __Settings__ again and Toggle Airplane Mode to __off__.<br><br> 

__Apple Watch__

1. Touch and hold the bottom of the watch screen. Swipe up to open the __Control Center__.

2. Tap the airplane icon. Icon will be orange when enabled.

When you’re finished using Airplane Mode, open the Control Center again and tap the airplane icon. Icon will be grey when Airplane Mode is __off__.<br><br>

__Mirror iPhone setting__

An Apple Watch can also be set to mirror the Airplane Mode setting of the iPhone it’s paired to. This allows users to enable Airplane Mode on an iPhone and an Apple Watch together at once.

1. On the iPhone, open the __Apple Watch__ application

2. Tap on __My Watch__

3. Select __General, Airplane Mode__

4. Toggle Mirror iPhone to __on__<br><br>

## How to enable Airplane Mode on Android phones and tablets

__Note:__ Settings might appear differently based on the Android version. For specific instructions for your device , see [device emulators](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting)<br><br>

__Settings Menu__

1. Navigate to __Settings__

2. Tap on __Network & Internet or Connections__

3. Toggle __Airplane Mode__ to __on__. Some devices will show a check mark instead of a toggle.

Airplane icon is visible on the status bar at the top of the screen once the feature is activated.

When you’re finished using Airplane Mode, simply navigate to __Settings__ again and toggle __Airplane Mode__ to __off__. <br><br>

__Quick Settings Menu__

Airplane mode can also be enabled through the Quick Settings menu.

1. Swipe down from the top of the mobile screen. Icon tray with various settings are displayed.

2. Tap the airplane icon to toggle Airplane Mode __on__. 

Airplane icon will show at top of screen when feature is activated

If you want to have internet access while on Airplane Mode, navigate to __Settings__ again and toggle __Wi-Fi__ to __on__, or enable Wi-Fi through the Quick Settings menu. 

When you’re finished using airplane mode, simply navigate to the __Quick Settings__ menu again and toggle __Airplane Mode__ to __off__. 

  </div>

Setup and tips for travelling with your mobile device

Expanded local calling areas give you wider phone coverage, beyond the coverage area of Koodo’s HSPA+/LTE network, and is provided through our wireless carrier partner.

Expanded local calling areas are available to Koodo monthly postpaid customers with HSPA+/LTE phones. Your primary residence and billing address must be within Koodo’s HSPA+/LTE coverage areas to use it.

Expanded local calling areas apply to voice calls only. Prepaid, data, and messaging services will be charged at regular rates.

### Expanded local calling areas

- __The Sarnia__ Extended Local Calling Area includes Detroit, Ann Arbor, Monroe, Port Huron, Port Sanilac, Flint, and Pontiac.
- __The Windsor__ Extended Local Calling Area includes Windsor, Leamington, Detroit, Ann Arbor, Monroe, Flint and Port Huron.<br><br>

__Related help pages:__
- [Long distance calling](https://www.koodomobile.com/en/help/long-distance-calling?search_api_views_article_search_fulltext=local%20calling)

Extended coverage gives your phone coverage from outside Koodo's HSPA+/LTE network. FInd out more here. 

Expanded local calling areas

### What is TELUS Health MyCare Travel?
TELUS Health MyCareᵀᴹ Travel provides TELUS and Koodo customers on Easy Roam® and Canada-US plans with free 24/7 access via phone to professional U.S. registered nurse support while roaming in the U.S.

<div class="collapsible">
  <h3> How do I access this service? </h3>
</div>
<div class="content">

  Before you travel to the U.S.:

1. Download the [TELUS Health MyCare app](https://mycareapp.telus.com/ZSJP/4tjq2ybs) for free 
2. Register for your free account

When you're in the U.S.:

1. Log in to your TELUS Health MyCare app
2. Scroll down to the “Discover” section and select __TELUS Health MyCare Travel__
3. Follow the prompts and fill out the necessary information in the form
4. After filling out the form, select Call now to be connected to the registered nurse health-advice phone line.

__Note:__ Standard roaming rates will apply. For more information on Koodo roaming plans, please go to [koodo.com/easyroam](https://www.koodomobile.com/easyroam).
  </div>

<div class="collapsible">
  <h3> What can I use this service for? </h3>
</div>
<div class="content">

You can use this service to ask medical questions and to get more information about how to treat your symptoms or navigate the healthcare system in the U.S.

__Examples of concerns you can call about:__ Fever, cuts, burns, sore throat, coughing, sinus pain, body pain, headaches, dizziness, swelling and bruising.
  </div>

<div class="collapsible">
  <h3> What should I not use this service for?  </h3>
</div>
<div class="content">
You can’t use this service for lab referrals, prescriptions (including refills), or emergencies. For emergencies please call 9-1-1.
  </div>

<div class="collapsible">
  <h3> What’s the difference between this service and our Canadian TELUS Health MyCare service? </h3>
</div>
<div class="content">

|      |__Canada__| __United States__|
| ---------- | ---------- | ---------- |
|__Clinician__  | Family doctor, counsellor, dietitian, etc.| U.S. registered nurse|
| __Availability__ | See hours [here](https://www.telus.com/en/support/article/mycare-hours-of-operation)| 24/7|
| __Type__|Booked video call|On demand phone call with call back|

  </div>

<div class="collapsible">
  <h3> Where can I use this service? </h3>
</div>
<div class="content">
This service is only available while traveling in the United States.
  </div>

<div class="collapsible">
  <h3> How much does this service cost? </h3>
</div>
<div class="content">

- This service is included with TELUS Easy Roam and Can-U.S. plans and with Koodo Easy Roam

- Easy Roam is $12/day in the U.S.

To see if you have Easy Roam or how to add it in Self Serve, visit the [Easy Roam help article.](https://www.koodomobile.com/help/easy-roam)

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

  </div>
<div class="collapsible">
  <h3> Which language does this service use? </h3>
</div>
<div class="content">
  TELUS Health MyCare Travel is offered in English and French
  </div>

<div class="collapsible">
  <h3> Will TELUS Health MyCare reimburse my U.S. healthcare costs? </h3>
</div>
<div class="content">
No, TELUS Health MyCare and TELUS Communications aren’t responsible for any healthcare costs incurred in the United States even if our third party’s registered nurses recommend it. You’ll need to check your travel insurance for all out-of-pocket expenses.
  </div>


TELUS Health MyCare Travel provides TELUS and Koodo customers on Easy Roam® and Canada-US plans with free 24/7 access via phone to professional U.S. registered nurse support while roaming in the U.S.

TELUS Health MyCare Travel

Having trouble connecting to a network while traveling? In this article, you’ll find troubleshooting steps on how to resolve the most common issues.

<div class="collapsible">
  <h3> Check mobile network coverage </h3>
</div>
<div class="content">

To confirm the mobile network coverage for your destination and ensure that you’re in an area with coverage, Take a look at the helpful interactive map that our friends over at TELUS created: [Mobile network coverage map for international traveling](https://www.telus.com/support/article/international-coverage-map-service).

  </div>

<div class="collapsible">
  <h3> Ensure Data Roaming is turned on in your mobile device settings </h3>
</div>
<div class="content">

If you are having trouble using data, or if sending/receiving picture and video messages, including instant messaging (for example, iMessage or WhatsApp) isn’t working, data roaming on your device may be switched off.

Data roaming is typically switched OFF by default in your mobile device’s settings. To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices__

1. Select __Settings__
2. Select __Cellular__
3. Select __Cellular Data Options__
4. Toggle Data Roaming to on. It will appear green when data roaming is enabled<br><br>

__Android devices__

1. Select __Settings__
2. Select __Network and Internet__
3. Select __Mobile Networks__
4. Toggle ON __Roaming - Connect to data services when roaming__

  </div>

<div class="collapsible">
  <h3> Restart your device </h3>
</div>
<div class="content">

Restarting your phone causes its software to reload, which can fix some problems. To restart your device:

__iOS (Apple) devices__

For __iPhone X or later__: Press and hold the side button and either volume button until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, press and hold the side button until you see the Apple logo.

For __iPhone 8 or earlier__: Hold down the power button on the right side of the device (or on the top of the device for earlier models) until the slider appears. Then drag the slider to turn your device completely off. After the device shuts off, hold the power key until you see the Apple logo.

__Devices with removable battery__

1. Remove the battery
2. Wait 10 seconds
3. Reinsert the battery

__Note:__ If your device does not have a removable battery, completely power off and restart the device.

  </div>

<div class="collapsible">
  <h3> Ensure there isn’t a data block active on your device </h3>
</div>
<div class="content">

If you are having trouble using data, or if sending/receiving picture and video messages, including instant messaging (e.g. iMessage or WhatsApp) isn’t working, then you may have a data block active on your device. There are a few ways that a data block may be active on your device.

For more information on how to manage these data blocks, view our data support articles: [Data FAQs](https://www.koodomobile.com/en/help/article-categories/data)
  </div>

<div class="collapsible">
  <h3> Manually select your roaming network operator </h3>
</div>
<div class="content">

Koodo automatically steers your mobile connection to the roaming partner that should offer the best possible service experience based on your location. However, sometimes you may find that the specific roaming operator is not offering a strong enough signal at a given time due to various reasons (for example, specific geography is blocking the signal, network congestion, etc.).

If there is a specific mobile network operator you want to always stay connected to, you may access the mobile network settings on your device to manually select your mobile network for roaming. When you get back to Canada, ensure you turn your network selection back to automatic to resume your normal service experience. Below are instructions for managing your network operator in your device’s settings.

For __Apple devices__:

1. Select __Settings__
2. Select __Cellular__
3. Select __Network Selection__
4. Turn "Automatic" off. Your phone will search for networks in range
5. Select the appropriate network for your device <br><br>

For __Android devices__:

Please note that the steps below may vary slightly between different generations of devices. <br><br>

For __Samsung devices__:

__Important:__ You must deactivate the data service before searching for an available network.

1. From the Home screen, select ➔ __Settings ➔ Connections ➔ More networks ➔ Mobile networks__

2. Select __Network operators__. All available networks are displayed, with the current network connection at the top of the list

3. Select __Search networks__ to manually search for all networks

4. Select automatically to select a network connection

5. Select a network operator to manually register on that network <br><br>

For __HTC devices__:

1. From the home screen, access __Device Settings__

2. Under __Wireless and Networks__, select __Mobile Data__

3. Select an available network operator to manually register on the network <br><br>

For __LG devices__:

1. From the home screen, access device settings
2. Select Tethering and Networks
3. Select Mobile Networks
4. Select Network operators
5. Select an available network operator to manually register on the network <br><br>

__For all other devices:__

The procedure is specific to each device. We recommend you view your device-specific instructions and download your device’s user guide to learn how to access your device’s network settings and manually select your network operator. You can also check the manufacturer’s website for more information. For more device-specific information, view our support section for [Phone Troubleshooting](http://koo.do/2G6Ky2i).

  </div>

<div class="collapsible">
  <h3> Reset Network Settings </h3>
</div>
<div class="content">

If you are having trouble connecting to the Internet you may need to reset your network connections. Resetting your network connections will disconnect any Bluetooth devices connected to your device and disconnect your device from any Wi-Fi networks it is connected to.

__Note:__ Resetting your network settings will reset all your Wi-Fi, cellular, and VPN settings.

__For Apple devices:__

1. From the Home screen, tap __Settings__.
2. Tap __General__
3. Scroll to Transfer or Reset iPhone
4. Tap __Transfer or Reset iPhone__
5. Tap __Reset__
6. Tap __Reset Network Settings__
7. Tap __Reset Network Settings__ again 

For __Android devices__:

__Note:__ The steps below may vary slightly between different generations of devices.

1. From the Settings screen, scroll to General management.
2. Tap __General management__.
3. Tap __Reset__
4. Tap __Reset network settings__.
5. Tap __Reset settings__.
6. Tap __Reset__

You can also find instructions for your specific device on our [Phone Troubleshooting](https://www.koodomobile.com/en/help/article-categories/phone-troubleshooting) page

  </div>

<div class="collapsible">
  <h3> Ensure you're roaming on a VoLTE-supported device </h3>
</div>
<div class="content">

Since February 22, 2022, U.S. wireless carrier AT&T began phasing out its 3G/HSPA wireless network service in the U.S. Starting July 1, 2022, another U.S. carrier, T Mobile, will start shutting down its 3G/HSPA wireless network. If you're using a mobile device that does not support 4G LTE data and Voice over Long-Term Evolution (VoLTE) roaming, you will not be able to make or receive calls (including 911), send/receive text messages or use data while roaming in the U.S.

Learn more about the [U.S. 3G/HSPA shutdown](https://www.koodomobile.com/en/help/3gshutdownUS).
  </div>

<div class="collapsible">
  <h3> Ensure VoLTE is enabled in your device settings </h3>
</div>
<div class="content">

If you're experiencing issues while roaming, it could be that your device settings do not have VoLTE enabled. Follow these [steps to enable VoLTE](https://www.koodomobile.com/en/help/volte) on your Apple or Android device.

  </div>

Troubleshoot mobile phone problems when traveling

Making calls while traveling can sometimes feel like  daunting task. In this article you’ll find instructions on how to call and text while abroad. 

<div class="collapsible">
  <h3> How to place calls when traveling </h3>
</div>
<div class="content">

While traveling, it is important to know the dialing patterns of the country you are visiting as it may vary from the way you dial in Canada.

__Important considerations__

To call outside the country that you are visiting, you must dial the proper exit code. The “+” symbol in front of the country code will allow calls to successfully complete to the dialed party. To obtain the “+” symbol, press and hold the “0” key on your keypad.

You should research the applicable country code for the destinations you will be traveling to, online, so you can understand which country code to use when referring to the instructions below. More information about country codes can be found at [howtocallabroad.com](https://www.howtocallabroad.com/) 

  </div>

<div class="collapsible">
  <h3> Required dialing patterns while traveling </h3>
</div>
<div class="content">

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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.tg .tg-0pky{border-color:inherit;text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0pky">Location</th>
    <th class="tg-0pky">How to dial</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0pky">Calling a phone number within the visited country<br><br>Example: France to France<br><br>Note: These types of calls are included in the Easy Roam daily fee.</td>
    <td class="tg-0pky">Dial the Phone number<br><br>Example: 802701239<br><br>Calls within the same country do not require an exit code (+) or country code.</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a phone number in Canada while traveling<br><br>Example: France to Canada<br><br>Note: These types of calls are included in the Easy Roam daily fee.</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number.<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: + 39 06701239</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a phone number outside of the traveled country<br><br>Example: France to Italy<br><br>Note: These types of calls are not included in the Easy Roam daily fee and will be charged the roaming pay-per-use rate for the country you’re calling from.</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number.<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: + 39 06701239</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling a Toll Free number outside of Canada<br><br>Example: US to US<br><br>Roaming pay-per-use rates apply if calling North American toll free numbers from outside North America</td>
    <td class="tg-0pky">Dial “+” Country Code + Phone number<br><br>Press and hold the “0” key to obtain the “+” sign<br><br>Example: +1 8665582273</td>
  </tr>
  <tr>
    <td class="tg-0pky">Calling Special Numbers<br><br>Special numbers retain their dialing pattern<br><br>Note: Dialing 411 and 511 will be charged the roaming pay-per-use rate for the country you are calling from.</td>
    <td class="tg-0pky">Dial: 411, 511, *611, 911</td>
  </tr>
</tbody>
</table>

__Note:__ Some toll-free numbers may not work while traveling, especially if you are calling North American toll-free numbers from outside North America.
  </div>

<div class="collapsible">
  <h3> Send a text message while outside Canada </h3>
</div>
<div class="content">

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0lax{text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0lax">Location</th>
    <th class="tg-0lax">Texting instructions</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">Within the country you’re visiting.<br><br>Example: Mexico to Mexico</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, enter the local destination number. The exit code (+) and country code are not necessary<br><br>3. Send the message</td>
  </tr>
  <tr>
    <td class="tg-0lax">From the country you’re visiting to Canada or the US</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, type +1 followed by the ten-digit phone number<br><br>3. Send the message<br><br> <br>Press and hold the “0” key to obtain the “+” sign</td>
  </tr>
  <tr>
    <td class="tg-0lax">From the country you’re visiting to another country (not Canada or the US)<br><br>Note: Messages to these mobile numbers are also included in the Easy Roam daily fee, just like the scenarios above.</td>
    <td class="tg-0lax">1. Create a new message<br><br>2. In the To field, type the + sign, followed by the country code, followed by the area code (if applicable), and then the local phone number<br><br>3. Send the message<br><br> <br>Press and hold the “0” key to obtain the “+” sign</td>
  </tr>
</tbody>
</table>

__Note:__ As iMessage uses data, it is not considered text messaging. Data usage with instant messaging like iMessage will use whatever data you’re using for travel:

- Easy Roam will deduct from your monthly rate plan data

- If you do not have Easy Roam, then roaming data pay-per-use rates will apply

Visit [koodo.com/easyroam](https://www.koodomobile.com/easyroam) to see the rates and options for your travel destination.
  </div>

<div class="collapsible">
  <h3> Access your voicemail while traveling </h3>
</div>
<div class="content">

__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> Call forwarding while traveling </h3>
</div>
<div class="content">

__Call forwarding services may not be available while traveling abroad__

Calls can only be forwarded to North American phone numbers, i.e. numbers with County Codes of +1. You cannot forward calls to international phone numbers, i.e. numbers with Country Codes other than +1.

For more information about call forwarding, view the support article: [Call forwarding](https://www.koodomobile.com/en/help/call-forwarding).
  </div>

<div class="collapsible">
  <h3> Contact Koodo while roaming </h3>
</div>
<div class="content">

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  overflow:hidden;padding:10px 5px;word-break:normal;}
.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}
.tg .tg-0lax{text-align:left;vertical-align:top}
</style>
<table class="tg">
<thead>
  <tr>
    <th class="tg-0lax">Option</th>
    <th class="tg-0lax">Steps</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">Koodo Assist</td>
    <td class="tg-0lax">Visit Koodo.com/chat to get help from our Virtual assistant. If you need to speak with a live agent, scheduling a callback to your Koodo mobile phone number will not activate Easy Roam<br><br>Note: Make sure to have data and data roaming OFF while waiting for the callback so your phone doesn’t use any data in the background.</td>
  </tr>
  <tr>
    <td class="tg-0lax">Koodo Community</td>
    <td class="tg-0lax">Ask your question here on the Koodo Community</td>
  </tr>
</tbody>
</table>

  </div>

<div class="collapsible">
  <h3> Emergency contacts while traveling </h3>
</div>
<div class="content">

If you require emergency assistance while traveling (for example, natural disaster, political unrest), the Government of Canada has provided the following contact information:

<style type="text/css">
.tg  {border-collapse:collapse;border-spacing:0;}
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.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;
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    <th class="tg-0lax">Option</th>
    <th class="tg-0lax">Steps</th>
  </tr>
</thead>
<tbody>
  <tr>
    <td class="tg-0lax">In Person</td>
    <td class="tg-0lax">Visit the nearest Embassy or Consulate in the visiting country<br><br> <br>Note: Only open during business hours</td>
  </tr>
  <tr>
    <td class="tg-0lax">By Phone &amp; Email</td>
    <td class="tg-0lax">Contact Emergency Watch and Response Center in Ottawa (24 hrs)<br><br>Email: sos@international.gc.ca<br><br>Phone: +1-613-996-8885<br><br> <br>Note: Collect calls accepted from anywhere in the world</td>
  </tr>
</tbody>
</table>

  </div>


Make a call or send a text when travelling

Learn more about the US wireless carrier 2G and 3G network shutdown and how this may impact your roaming.

Since 2022, U.S. wireless carrier AT&T and T-Mobile began phasing out its 3G/HSPA wireless network service in the U.S. (including Puerto Rico and the U.S. Virgin Islands). T-Mobile will also be shutting down its 2G wireless network.

This means that, once the 2G and 3G shutdown is complete, customers with a 2G or 3G mobile phone won’t be able to roam in the U.S. In other words, they'll 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). 

<div class="collapsible">
  <h3> Who's affected by the shutdowns?  </h3>
</div>
<div class="content">

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.  
  </div>

<div class="collapsible">
  <h3> Which devices are not affected by the shutdowns?  </h3>
</div>
<div class="content">

Devices that are not affected by the shutdowns include the following:

- iPhone series 6 or later (includes Plus models)
- Samsung series A10e, Note9, S8, Fold, X Cover, Z or later
- Google Pixel series 3 or later (all models)

If your phone isn’t listed above, check out the section titled "Which devices support VoLTE?" on our [VoLTE](https://www.koodomobile.com/en/help/volte) help page for a complete list, or check your phone’s settings.  
  </div>

<div class="collapsible">
  <h3> What should I do if my phone no longer works after the shutdowns?  </h3>
</div>
<div class="content">

If the 2G and 3G shutdown impacts your mobile device, please upgrade to a 4G LTE data and VoLTE roaming capable device to continue to use data, talk and text services while traveling in the U.S.

You can [upgrade your phone online](https://www.koodomobile.com/phones?INTCMP=KMNew_NavMenu_Shop_Phones). Switching to another service provider won’t help, because the U.S. 2G and 3G/HSPA shutdown will impact all affected devices, regardless of the wireless provider.

If you’re roaming in the U.S. with a 4G LTE data- and VoLTE- capable device, you may need to enable VoLTE in your settings. You can find the instructions in the "How to activate LTE/VoLTE on your mobile device" section of our [VoLTE help page](https://www.koodomobile.com/en/help/volte).
  </div>

<br><br>__Related help pages:__
- [VoLTE (Voice over LTE)](https://www.koodomobile.com/en/help/volte)
- [Koodo's network coverage](https://www.koodomobile.com/en/help/koodos-network-coverage)

What you need to know about the U.S. 2G and 3G/HSPA network shutdown

Remember that all phones sold in Canada after December 2017 already come unlocked. 

If you’re travelling internationally, sign up for Easy Roam® to stay in touch. However, if you need your phone unlocked here, you will first need your IMEI code.

### How to find your IMEI

- Dial * #06#. If it works, your IMEI will pop up
- Or, check the SIM card tray or the original box for your IMEI number
- If you can remove the phone's battery, look under it for a white label with a number on it

__To unlock your phone online:__

## Please go to [Koodo Assist](https://www.koodomobile.com/en/help/?autobots=rollout&intent=unlock), then follow the instructions.<br><br> 

### __It's good to know...__

- Successful unlock code retrieval for non-iOS phones: We’ll show you the unlock code and send a confirmation email with the code in it.
- Successful iOS phone requests: We’ll submit the unlock request on your behalf and Apple will unlock your phone. You’ll need to insert another carrier’s SIM card or connect to iTunes to complete the unlock process. We’ll send you a confirmation email.
- Already unlocked: Your phone is unlocked and ready to go.
- In progress (iOS only): Please wait 5 to 10 minutes for Apple to process your unlock request.

### __Heads up! You can’t unlock a phone that’s:__

- Suspended as lost or stolen
- Blacklisted
- From a carrier other than Koodo or Telus

### __Just so you know__

- You can get your phone unlocked right away, if you’re buying a phone outright from us
- We don't unlock phones from other carriers, so make sure your phone is unlocked before bringing it to Koodo
- If you want to use your Koodo number in the U.S. or internationally and don't need a local number while travelling, [sign up for Easy Roam or use your phone abroad at pay-per-use rates.](https://www.koodomobile.com/easyroam "sign up for Easy Roam or use your phone abroad at pay-per-use rates")
- If you cancel your account before your Tab and/or Tab Bonus balance has reached $0, you’ll be charged any remaining balance (Tab and/or Tab Bonus) on your next bill (subject to any applicable adjustments).
- 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. It's not necessary to unlock your phone to use it with TELUS service.

__Related help pages:__

- [SIM PIN](https://www.koodomobile.com/en/help/sim-pin?search_api_views_article_search_fulltext=puk)

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