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I Just Switched to Koodo today and I can't log into my self serve account?


I just switched to Koodo today from Telus and I can't log into my self serve account. It continues to say I have the wrong password or email? I also haven't got the email for it yet to activate the account and I know I have the right email because I looked over it on my sheet I got from Koodo? Already off to a bad start!

20 replies

Userlevel 7
Badge +4
Hello Taylor.

Did you look in your junk folder? 
Yes
Now I got the email but now I still can't log in?
Userlevel 7
Badge +4
Did you set-up your account as instructed in the e-mail?
Userlevel 7
Hi Taylor,

Typically the self-serve account for pre-paid customers is created by your while activating your account online. Are you sure you are pre-paid and not post-paid?

For post-paid customers, you would of gotten an e-mail with a link to finalize your self-serve account and setting up a password.
I did it at the store and yes I'm sure
I have gotten the email but no link of my password, I got that at the store and the password is not working and I can't still log in
Userlevel 4
Hi Taylor, I see that you are a Prepaid customer. Are you trying to login using the Prepaid Self Serve portal? Monthly and Prepaid customers must use a different login link. If you are using the prepaid portal, send us a private message on our Facebook page and we'll take a closer look at your issue 🙂
Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at the Koodo kiosk I couldn't access my self serve after registering because the rep figured my email address was still associated with telus so he called somebody from Koodo about it and it seemed like it was getting sorted out except I was receiving emails about signing up my email with telus instead of koodo so I ignored those emails. After a couple days I am attempting to login to self serve and I still can't access anything. I have looked all over the "community" posts but haven't found anything to help my situation. I also don't have Facebook so I'm unable to send a message that way. 

I would greatly appreciate some help regarding this, 

Thanks, 
Allison 
Userlevel 7
Badge +4
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Hey Alison - I'm seeing an active self serve profile that was validated today, using your Shaw email address. Are you unable to login using that email? Have you tried to reset your password using that email? Let's start there and we can try to help troubleshoot if it's still not working. 
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Hello 🙂

I just made a new password and tried to log in, this is the  message I am getting:

"You're still waiting to be approved
Looks like this account has already been linked to another email address. You're still waiting for permission from the owner of that email address. We'll email you once you're approved."
Userlevel 7
Badge +4
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Hmm.. looks like you went ahead and created a new profile, when in fact you have to validate the email address you originally provided using the email that was originally sent to you by Koodo. I just resent that email - so please keep an eye out for it and follow the steps to validate your account. Setting up a new profile won't work since the account hasn't been validated yet. 
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

I just received another email from telus "you're just a few steps away from accessing your online telus account, complete your registration"
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

I went back to the original email welcoming me to koodo and self serve information, clicked on the link and it says " Our records indicated you have already confirmed your email address. The link that you have attempted to use is no longer available and has expired."
Userlevel 7
Badge +4
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Try the new email that you just got. By sending it, the old one likely expired.
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

I haven't received a new email from Koodo, I received one from telus 10 minutes ago about registering
Userlevel 7
Badge +4
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Sounds like your profiles are still conflicting with one another. Do you mind shooting us a private message on Facebook, Allison? An agent will validate you as the account owner, likely delete all old profiles, and help create a new one. We can't do so here since this is a public forum and we need to receive and provide personal account info. in order to do so. 
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

I am more than willing to provide somebody with information however I don't have Facebook so I can't do it that way. Is there any other way I can reach an agent?
Userlevel 7
Badge +4
allis0nW . wrote:

Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at...

Facebook or Twitter are the most efficient ways to get in touch with an agent privately. If you have neither, I would suggest setting up a Twitter account as it's easier to do. You can do so anonymously (i.e. not have any personal info. in your profile or username), if you want to avoid any unnecessary contact, if you don't intend to follow others, or use it for anything else. All you have to do then is send@koodo a Direct Message and an agent will respond as soon as their available.
I feel like this may be a problem on Koodo's end. I have been trying for two days to receive an email to set up my self serve account and I've had a rep through Facebook messenger send the email several times and it is not going through. I've verified that it is not going to junk or spam and I have no filters in effect on my email.

This should be the link to my conversation thread through here.
https://community.koodomobile.com/koodo/topics/blank-website

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