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Prepaid Online Self Serve


Does the online portal for self serve work for anyone?

I ported a number from bell weeks ago to a prepaid koodo account.  

The phone works fine for calls, texts and data.

I have been unable to sign into the pre paid self serve portal.  I have reset my password a few times, no help.

I have asked staff at two koodo kiosks if there are known issues with the portal, they tell me it should work (but can't demonstrate that to me).  

I spent a fair bit of time on the phone one day on hold only to have an agent eventually tell me that "there are known issues with the portal and it will be resolved soon."  When pressed for how long "soon" is I didn't get an answer.  That was at least 3 weeks ago.

Is anyone able to use the prepaid self serve portal online?

Is a certain browser needed (I've tried 4 different browsers now to no avail)?

What magic is required in order to access this?  I can't manage "boosters" if I can't track their usage?

Do I have to get an account reset or something now that the ported number is fully functional?  What magic words do I have to say to an agent to get that to happen?

Here is the error I get:

Generic Error

Oh no! 
It looks like something went wrong, but don’t panic.

Log out and then log back in again to continue. Or return to the Login Page.



12 replies

Userlevel 7
Its definetly something from your end. Prepaid self-serve has been working fine the past few weeks and still is.
Thanks for the reply. What could it possibly be on my end?
Userlevel 6
It works for me on Safari and Firefox (both OS 😵 and Chrome (Windows). I suspect there are issues with cookies but can't be sure since I haven't experienced them (yet...)

You can manage boosters via 611 too.
I've cleared the cache on all options I've tried, still no go. I'll try calling again I guess to have someone review my account. I'm not find of 6 option. It is 2015 afterall.
So I just called Koodo customer service again.
Now I'm being told that the Prepaid Self Serve doesn't work for numbers ported from another service.  In my case this number was previously a bell prepaid number.  It is a known issue that they are trying to fix but they could not give me an approximate timeline.
Most unfortunate.  I hate trying to maintain balances using 611 and key pad.  If I had known this I would have just taken a new number in this case as it is just being used for one of my kids.
Userlevel 7
bagadonitz wrote:

So I just called Koodo customer service again.
Now I'm being told that the Prepaid Self Serve doe...

The rep is 100% wrong. Have you tried logging into self-serve via your phones browser?
bagadonitz wrote:

So I just called Koodo customer service again.
Now I'm being told that the Prepaid Self Serve doe...

I have tried logging in via 5 different browsers on 3 different platforms.

The rep seemed pretty confident.  First question he asked was about whether or not this was a ported number.

I will try again to see if I get a different response...
bagadonitz wrote:

So I just called Koodo customer service again.
Now I'm being told that the Prepaid Self Serve doe...

This rep is saying, again that there are problems with accounts ported for the past month and that he has to submit a "special case" in order to get it fixed.  I have been put on hold while he does this....

This seems to be a bit farther than the last rep got at least....
bagadonitz wrote:

So I just called Koodo customer service again.
Now I'm being told that the Prepaid Self Serve doe...

And after 10 minutes on hold he returned to tell me that a ticket has been entered but could take up to 48 hours as the special team that fixes accounts ported from other carriers is away for holidays..

I guess I'll have to see what happens on Tuesday or there abouts...
I have also been having issues signing in. It says it isn't the right password but I don't remember changing it and when I complete the forgot password steps, the email it claims to have sent me never comes. I did this 3 weeks ago and then again today. Even the *611 number isn't working which is how I top up my monthly plan! I've had koodo for years and have never had issues till now 😕
Userlevel 7
Badge +4
Rechelle MacDonald wrote:

I have also been having issues signing in. It says it isn't the right password but I don't rememb...

If you've already restarted your phone and such you might have to call 611 to open a ticket if it's been weeks and if the email isn't in your junk folder.
Userlevel 7
Badge +4
Rechelle MacDonald wrote:

I have also been having issues signing in. It says it isn't the right password but I don't rememb...

If your 611 number isn't working, I am afraid your line might have been terminated. You need to renew your base plan within 90 days of expiry, otherwise the line is cancelled. When did you last top up, Rechelle?

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