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I'm getting texts/emails from Koodo saying that I've run out of money in my Prepaid account... but it hasn't?


Userlevel 1
Hi,
I always keep enough money in my account (ie. and I save 10% with Automatic Top-Ups).  But recently, I've started getting Koodo texts and emails indicating that my Prepaid Account has run out of money.  The messages now are saying that if I don't top it up before Jan 29th, 2017 - I will lose my phone service and any remaining Booster add-ons.

I don't believe this to be a phishing scam - the embedded URLs are legit.  

The phone service is working fine - and the last automatic top up (from the transaction history) seems to have gone through perfectly a week ago, and has been fine every month for a few years.

Is this a known recent problem?

Thanks in advance!

43 replies

Userlevel 7
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Not a known problem as far as I know. Hopefully an employee will chime in.
Userlevel 7
Badge +4
Not a known problem as far as I know. Hopefully an employee will chime in.
I also received this email today but have a credit balance - hope to get an answer.
I have automatic top ups connected to my credit card as well as a balance online for my add-ons. I've received multiple emails saying my service has been inactive for 5 days since my top-up but I my payment went through, and I still have service... Will my account actually be cancelled by Jan. 29th? Any help appreciated! 🙂
Userlevel 7
Badge +4
Can you guys post a screenshot of the first page of your self service? Does it say "expired" there? I have no idea what it could be but thinking a screenshot might reveal what's going on 🙂
Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top it up before January 29, 2017, to avoid losing your phone service, account balance and any remaining Booster®️ add-ons. "
robert wrote:

Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top i...

Here is what is on the top of my selfservice:
"Account Status Active | XXX-XXX-XXXX| Current Balance $31.00 | Logout"

ps. I "X" my phone number since this forum is public.
robert wrote:

Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top i...

I'm having the same problem....and phone is not active but status online says it is ???? What the heck ???
robert wrote:

Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top i...

Same problem here

Userlevel 7
Badge +4
robert wrote:

Here is what my email said: "It looks like you’ve run out of money in your Prepaid account. Top i...

Take a look around at some recent posts. Other have noticed this and it's looking to just be a glitch at this point.
My account is currently "Active" and I have service from my automatic top up- so it wasn't disrupted but I've received texts and this email.


This is my service page, sorry!


Userlevel 7
Badge +4
Serena Welsh wrote:

This is my service page, sorry! [img]https://d1qy7qyune0vt1.cloudfront.net/koodo-en/attachment/Ra...

Thanks Serena!! It looks perfectly fine from there, in fact it shows you're good till the 29th of November. I'm starting to think Koodo has been making a booboo here! Just to confirm because it doesn't show in your screenshot, does it say "Active" in the right hand top corner?

I'll flag this thread for Koodo's review, because if three people experience the same issue, I'm sure more will have troubles with this!

(Just as a sidenote, boy is self service ever SLOW today!)
Serena Welsh wrote:

This is my service page, sorry! [img]https://d1qy7qyune0vt1.cloudfront.net/koodo-en/attachment/Ra...

I am getting the same email and texts saying I didn't have enough to top up. It automatically tops up from my credit card. My account is showing active and up to date on self serve and I checked my credit card and they have charged me for the top up. Not sure what is going on.
Serena Welsh wrote:

This is my service page, sorry! [img]https://d1qy7qyune0vt1.cloudfront.net/koodo-en/attachment/Ra...

No problem, Sophia! It does indeed say "Active" in the top, right corner. Under my "Balance" tab, it also says "Account Status: Active" right above my base plan info!
Serena Welsh wrote:

This is my service page, sorry! [img]https://d1qy7qyune0vt1.cloudfront.net/koodo-en/attachment/Ra...

I am having the same issue, for what it's worth. Payment went through as far as I can tell, if I log on it says my account is active and has a slight positive balance but I keep getting notifications that I have not paid.

Userlevel 7
Badge +4
Looks like something is definitely up guys - but don't worry, I'm quite, quite sure your account is perfectly safe 🙂 I've flagged this thread for review, I'm sure we'll hear back (probably after the weekend).

If you have more information to add, please feel free to do so, the more information Koodo receives the better...
I am also receiving these emails, please confirm my account is active
Userlevel 7
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Brenda Walker wrote:

I am also receiving these emails, please confirm my account is active

We're just customers like yourself, Brenda. You can check self service, or just send a text message to someone to see if your account is active.
I just got the same email and my account seems fine. Was there ever any further investigation/resolution from Koodo?
Userlevel 7
Badge +4
We are looking into this folks. As soon as we have something we'll share. Thanks for letting us know!
Bernard wrote:

We are looking into this folks. As soon as we have something we'll share. Thanks for letting us k...

I'm having this exact same problem.  Paid on credit card via automatic top up Apr-05-2017.  Koodo transaction history shows automatic top-up Apr-05-2017.  Received a Koodo text that top up renewed Apr-05-2017.  However, Koodo text on Apr-08 and Koodo email on Apr-10 says I'm expired and need to top-up or lose service. 
Bernard wrote:

We are looking into this folks. As soon as we have something we'll share. Thanks for letting us k...

I have two Koodo accounts - both with Automatic Tops ups and both have been fine for many months and like others getting the same texts - but my Credit Card is being charged.  My accounts are active and no issues other than these Koodo texts alerted me to an issue - I dpi not yet see...
Userlevel 7
Badge +4
Bernard wrote:

We are looking into this folks. As soon as we have something we'll share. Thanks for letting us k...

We did look into this folks and there was a glitch in the system which is now being looked at and should fixed very soon. Thanks for the heads up!
Bernard wrote:

We are looking into this folks. As soon as we have something we'll share. Thanks for letting us k...

Not fixed yet, I got my e-mail from Koodo Mobile April 10, 2017 at 2:33 pm.  Hopefully we will get a  heads up when it is fixed 🙂

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