Anyone else keep getting an error on prepaid top up?

  • 1
  • Question
  • Updated 3 years ago
  • Answered
Photo of Melanie Smith-Blair

Melanie Smith-Blair

  • 70 Points
  • Frustrated

Posted 3 years ago

  • 1
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey Melanie! No issues reported.  What error message are you getting? How are you trying to top up your account? Keep us posted!
I tried to top up mine with my TD Visa/Debit and it won't work at all..so now my phone is off.. Thanks Koodo..it's okay I can drive in a snow storm to buy a voucher so when my husband needs an ambulance I will be ready to call one. :( Why do you make things so difficult?
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey Joye! Did you get an error message while topping up?  Did you try to use this card more than 3 times already? 911 service will work weather or not you have an active plan on your account.  Keep us posted!
thank you so much.. I had no idea 911 works still <3 <3 I was soooo stressed. I kept getting that my card didn't match..but it did. I tried twice. I even pulled out my bank docs to make sure I had the right info. 
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Did you use this card in the past for your Koodo prepaid account? Is it registered under the same name and address as your Koodo account? And yes, 911 works on every phone wheather or not the service is active, so no need to worry  :)
Photo of Patrick Coghlan

Patrick Coghlan

  • 210 Points 100 badge 2x thumb
Yes, a couple actually.

First, the other day, my wife's phone lost her basic prepaid (text) service.  The auto top-up charge went on the CC but did not get applied to the plan.  What made this even more annoying was that I had forgotten the account password and tried to do a password reset, but the system doesn't tell you the account is inactive so you never get the reset e-mail.

Also, today I noticed that 3 of our 4 prepaid plans were not receiving the 10% discount for auto top-up.
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
Hey Patrick! Just to clarify, the 10% discount goes towards the account balance on the account - it does not get deducted with the payments.  For example, you will get a $1.50 credit on your account if you have $15 automatic top ups.  Were you able to get in touch with us regarding your wife's phone? The account will not be inactive if you purchased a plan within the last 90 days; therefore, you should have got the email.  Perhaps try to check the junk mail?  Let me know if you need any additional assistance!
Photo of Patrick Coghlan

Patrick Coghlan

  • 210 Points 100 badge 2x thumb
Yes, I know.  It should show up as $$$ in the account.  Only 1 of our 4 accounts actually had something that approached 10% for the past year's worth of top-ups.

No, I was not able to reset the password for an account that did not apply the $15 monthly payment.  I first had to get tech support to fix the payment problem.  Afterwards, I was able to reset the password via e-mail.  This problem should be fixed.
Photo of Melissa

Melissa, Employee

  • 11,748 Points 10k badge 2x thumb
We don't have access to your accounts here since it's a public forum.  If you would like us to take a look at your prepaid accounts, please send us an email via this secure link: http://koo.do/11eMLdy and select "Social Media".  Please include the PIN numbers of the accounts that you would like for us to take a look at.  Thanks!
(Edited)
Photo of Patrick Coghlan

Patrick Coghlan

  • 210 Points 100 badge 2x thumb
Hi.  I think this particular problem is resolved.  Any missing discounts were applied by billing support.

This conversation is no longer open for comments or replies.