Top Up is Not Working it

How are you trying to add more data?

I tried from the home page where it said the data had been paused and gave 3 options for more data. That did not work. I finally called customer service. They convinced me I needed to upgrade my plan. Out of desperation to get my son data now (he is type 1 diabetic and we need to see his glucose levels at all times). I upgraded the plan but he still cannot access data and it appears that this new plan will not take affect until 11:59 PM tonight.  NOT HELPFUL since he’s away from home for the night 

Plan changes are typically right away.  Why do you say it is effective 11:59pm tonight?  Is this an asumption or there is something that says this?

When you login to self serve, what plan is shows on the account? Is it the new account?

When you check data usage in self serve, does it show data is all used up or does it show more data but it just doesnt work on the phone?

EDIT:  Regardless of you needing to upgrade to a plan with more data or not, did the rep say why you couldnt add more data?

I guess the rep set the plan change at midnight. If you managed to do it yourself, it should be immediate.

Out of curiosity, have you tried to add more data for him temporarily using incognito mode.of the web browsers?

Yes. Self serve showed I had more data based on the package they had upgraded me to, but he still  could not access it. He ended up resetting his phone and it worked. To answer your other question, yes the rep said I could not add more data, but rather had to upgrade the plan to a larger package. 

Yeah I had a feeling a phone restart would fix things if you see the new data for the plan on self serve.

What was the old plan?  Unless his old plan was pay per use data only, you should be able to add more data.  And my assumption is that it was not a pay per use data plan since the data was paused.

https://www.koodomobile.com/en/help/shock-free-data?srsltid=AfmBOoqOJdpxhr55FzpVLFk5is_eQoEPqQioSTsiyFWT6_hRbSddpakH