Hello ​@jamierharms 

Unfortunately we could not authenticate the account through the log in method used here. Please log out of the community and when you log back in, you can use the Self Serve method. 

Let us know when it is completed. 

I have logged out and in again. I don;t see any Self Serve method? Phone is *** *** **10

We understand ​@jamierharms  As this is a public space, please avoid sharing personal information in posts here. We masked your phone number for privacy and security reasons. 

Unfortunately if you do not use the Self Serve method, we cannot authenticate the account. This option is available just above the Username or Email section, when you log in. Also has the text” Login with SSO” right above the Log in using your Koodo Self Serve option. 

Let us know how it went. 

Ok, I have now logged in with SSO

Thank you for authenticating ​@jamierharms 

We verified the days with the charge and confirmed accidental roaming. A credit was applied for the fees and will update within 3-5 minutes in the Self Serve account. 

Sometimes the device is going to catch the network on the other side.

It's a world-wide situation, since the device settings are set to automatically search for the strongest signal.

You can change that in the settings of the device and set it to Manual Network Selection, after it's done searching, you select Koodo and it stays connected to Koodo, even near the border.

I would also advise to keep Data Roaming off while in Canada. This will avoid any accidental charges. We have a great help page here: https://community.koodomobile.com/plans-services-232910/easy-roam-understanding-how-you-will-be-charged-while-traveling-7811296