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Can't seem to pay my bill with Self Serve online


Userlevel 1
Paying my bill with Koodo Self-serve doesn't appear to be working. I do this every month and it usually works fine but this time, it prompt me for the payment amount which is step 1, prompts me for my credit card details which is step 2 but then when I click "Next", it goes back to step 1 instead of going to step 3 "Review".

The above is just using Chrome or Firefox on Windows 10 on a HP laptop.

I prefer paying my bill this way so I would like for this to work.

I tried calling the Koodo number and pressing 0 twice to talk to somebody but I never seem to have time to wait for the queue to get to me.

Any suggestions?

Thanks!

8 replies

Userlevel 7
Badge +4
It looks like there's a problem atm : https://community.koodomobile.com/koodo/topics/trouble-paying-bill-on-koodo-mobile-website

EDIT : try using the application. Here's a quote from another thread.

I was having the same problem for the past 3 days, just kept looping back.  Just tried paying through the Koodo app on my phone and it accepted it no problem. Hope this helps

Userlevel 7
Badge +4
Charles, we are looking into this. In the meantime pls use the automated phone option by dialling 611 or alternatively use our Koodo app for payment as well.
Bernard wrote:

Charles, we are looking into this. In the meantime pls use the automated phone option by dialling...

wait time for me is currently 1 hour. this is unacceptable. 

Bernard wrote:

Charles, we are looking into this. In the meantime pls use the automated phone option by dialling...

This is a repeated problem for the last two months, and Koodo should fix it ASAP.
This will be my first payment to Koodo. Can't pay online. Tried to pay with 611 but when I punch in my credit card number, it does not register and the recording just keeps going. Can I phone in to make payment? Thanks. Linda
Userlevel 7
Badge +4
Hi Linda - the account holder details (name and address) must match for both the payment card and the Koodo account. Please try using #123 and selecting option 3. If this does not work, I'd suggest trying to pay through online banking and setting up Koodo as a payee. You'll need your account number, which can be found once you log into self-serve and selecting the 'self-serve' tab or on your invoice.
The online payment function isn't working. I've been paying my bills through self serve for over a year with no problems. Last month the same thing happened. When I enter my credit card information, I get a message that my address doesn't match the files. Nothing's changed. Last month I phoned to have it sorted out, but the same message is coming up today. Can this be fixed without me having to phone again?  Thanks for your help. 
Userlevel 7
Badge +4
Monika Hamilton wrote:

The online payment function isn't working. I've been paying my bills through self serve for over ...

@ Monika We did receive the payment you just made today. Does it not show online that your balance is $0.00 now?

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