cannot login self serv, reset password return "We’re unable to verify your email. "

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  • Updated 1 year ago
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I bought a Koodo prepaid sim card and activated it on-line yesterday . I got email notification about activation and verified email link. But I cannot login to self Serv with error saying "Your login failed. Please try again. ". I tried forgot password link and got  "We’re unable to verify your email." I inserted the new sim card to apple phone, it says no service.  Can somebody help me out?    btw we  used the existing phone number which is in Koodo monthly plan now during the activation.
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Helen Xu

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Posted 1 year ago

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Sophia, Mobile Master

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You will need to activate the prepaid SIM with the prepaid phone number here: https://prepaidselfserve.koodomobile.com/ (click "register now") - then you can log in on that same site with your prepaid information. It's completely separate from postpaid, so you can't log in using your postpaid number! (Email address can be the same though).
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Helen Xu

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Thank you for your reply.

yes I used https://prepaidselfserve.koodomobile.com/ to login and got "Your login failed. Please try again. "

the number selection page from the activation process allowed me to use existing phone number with account number.
(Edited)
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Sophia, Mobile Master

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Are you saying you used your postpaid number to activate an account on prepaid? That shouldn't be possible... but I guess that is where the troubles lies. Can you try to register your prepaid number?
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Helen Xu

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yes.  The activation process (https://activateprepaid.koodomobile.com/) allows user to input existing phone number from any mobile provider including Koodo.  I got email saying "Your account has been successfully activated. " 
what do you mean by registering my prepaid number? I have finished the activation process.
(Edited)
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Helen Xu

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Attempted activation with the same prepaid card and got "Invalid SIM" now.
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Melissa, Employee

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Hey Helen! As mentioned to you through Facebook, a call to our prepaid team would be needed as there was an error upon activation.  Thank you!