Unable to pay phone bill

Hi,

Which card are you trying to pay with? Self Serve only accepts Canadian credit cards, Visa Debit, MasterCard Debit and select Visa/Mastercard gift cards, so if it's a UK card that would explain the failure every time, and it would explain the pre-authorized payment never processing as well. A foreign card has to be registered manually by a rep. https://www.koodomobile.com/en/help/online-payment-methods

Sometimes, Koodo selfserve also block certain feature if you are access it from foreign IP addresses.

One workaround while that gets sorted: your relative can pay through their Canadian bank's online bill payment using your Koodo account number, no card on file needed.

Since this has run three billing cycles and self serve isn't working for you, let me flag a rep to look at the account and the fees.

You should first follow up with your bank to see why the payments are not going through. It should work if you set up pre-authorized payments with your Canadian bank account. You may also want to consider using Plaid to make your payments. https://www.koodomobile.com/en/help/setting-pre-authorized-payments

Otherwise, you will need to schedule a callback through Koodo Assist to register your international credit card. This will mean potentially losing your auto-pay discount and having to manually make your payments every month. https://Koo.do/Chat

Hi ​@simk1997 

We have looked into it and we can see that you have updated the payment details recently. Just to double check, your are gettng the error above with the new payment method?

If you try in incognito mode, are you getting the same error?

Hi all,

Yes, I am receiving the exact same error message (ss_otp_40023_tokenizationfailure_step2) shown above every time I try to make a payment.

To clarify, the bank account linked to my Koodo account is pre-authorised and belongs to a relative who has a Canadian bank account. I am not trying to make a Canadian payment using a foreign bank account.

I have already tried numerous troubleshooting steps, including:

• Different browsers
• Incognito/private browsing
• Removing and re-entering the Canadian bank account details
• Using a VPN with a Canadian location

Despite this, I am still unable to make a payment. I have also previously set up the same Canadian bank account as a pre-authorised payment method, but the payments are not being taken automatically, which defeats the purpose of having pre-authorised payments set up.

I have also previously requested a callback to my UK mobile number, but I was told Koodo cannot make international calls.

At this point, I have tried everything I reasonably can from my side, including dozens of different troubleshooting steps. The payment system is still not working, and I have been left without a practical way to resolve this.

Please can you escalate this to the appropriate team and provide a solution that does not require me to call from a Canadian number?

Hi ​@simk1997 

We are sorry to hear the issue still persists when you try to make a manual payment on your account.

Upon checking, we can see the payment went through automatically on August 7th. The payment should automatically go through moving forward (for the current amount due, it should go through around 15 days before the next billing date), but please let us know if in case this reoccurs in the future, while the pre-authorized payment method is active on your account.

You can download an app that can make or receive calls from Canada, such as Fongo, and schedule a callback to that number instead.