All self-serve history gone after account holder switch

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  • Updated 1 week ago
I recently took over my phone's account and after the switch all of the previous billing history, usage, and other account history is gone. There is no current bill even though my billing cycle was shortened by two weeks compared to before the switch. I am also unable to manage pre-authorized payments, getting a "not found" error even though the credit-card set up to make payments before the switch was just charged. 

Looking for explanations/resolutions 
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Zach

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Posted 1 week ago

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Dinh, Mobile Master

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@Zach:
Did you do an ownership transfer? if so, you are considered as the "new" owner of the account. You would only be able to see the transaction after you made a switch.
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Zach

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I had a feeling that might be the issue with prior history. Any ideas about the credit-card situation? I also recently tried setting up pre-authorized payments and got an error.
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Timo Tuokkola, Mobile Master

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A transfer of ownership creates a brand new account in your name and transfers the number and the plan over to it. You can't simply use the pre-auth payment info from the old account, you'd need to set it up as a brand new pre-auth payment.
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Zach

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That’s the problem. The card set up previously is still being charged and any attempt to manage or add a card results in errors.
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Dinh, Mobile Master

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@Zach: if so, you might need to contact Koodo directly to ask an agent to look into this. I would suggest you send message to their facebook (https://www.facebook.com/Koodo)to avoid the wait on phone.