can't get onto self-serve

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  • Updated 1 year ago
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I am trying to get through to self-serve. I set up my email address and password yesterday. I know the email is working because now I am getting questions from other Koodo subscribers (which I would like to get rid of). I tried to log on to self-service and it said that it did not recognize my email and /or password. I tried going in and changing my password by it would not recognize the email or name. Is there anywhere I can put in my account number? 
I am trying to get an add-on for my wife's phone. I am trying to get an "ALL40" roaming bundle for a trip to Mexico. I have also seen in the comments that it doesn't always work. I have the no-charge international add-ons already. I stopped at a Koodo kiosk and the rep said to go to self-serve or text an number the day we leave. I would like to make sure that the system works before we leave as it is critical that my wife and I can communicate. If I cannot get on to self-serve it does not help. Your system should not be this cumbersome and user unfriendly to negotiate. It certainly does not instill confidence in your service in your subscribers.
Just to let you know, I installed the same type of package on my own phone with a different carrier in under 5 min on their website. I know their package works because I used it the last time we went to Mexico.
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Bruce Haywood

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Posted 1 year ago

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Robert, Mobile Master

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Hello Bruce.

It looks like you set up a Koodo community account but not a Koodo self serve account. Make sure to read that : http://help.koodomobile.com/self-serve/registering/how-do-i-register-for-self-serve
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Ranjan, Official Rep

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Bruce - as Robert mentioned, the email notifications you've been receiving are for this community, and aren't directly connected to your Koodo account. To confirm, does your phone number end in 38? If so, it looks like an email was never associated with your account. I've just updated it with this email address and sent you an confirmation email so you can register and set-up a self-serve account. Let us know if this does/doesn't work. 
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Bruce Haywood

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Hi there. Yes the phone number ends in 38. I have not received a confirmation email. I tried registering for self-serve again this morning and have not received a confirmation to that either.
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Ranjan, Official Rep

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Hmm.. I see a few attempts to log in both yesterday and today, but it does still show as pending validation. I've also resent the validation email to your telus.net email address. If you're still unable to register, you may need to give us a shout and have an agent look into this. You can do so by sending us a private message on either Facebook or Twitter. One of our agents will validate you as the account owner and assist from there. 
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Bruce Haywood

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not on Facebook or Twitter
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Ranjan, Official Rep

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Have you checked your telus.net email - spam/junk folders included? Looks like the validation email is being sent, so not sure why you're not receiving it.

I suggested Twitter of Facebook as it's the most efficient way to have an agent validate you and look at your account. It might be worth creating a Twitter account and reaching out to us through that channel - you're not obligated to use it for anything else if that's what you're worried about.

Otherwise, you can dial 611 from your phone for client care, but do keep in mind that call volumes are higher than usual and the wait time may be lengthy. 
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Bruce Haywood

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days later and still have not received confirmation email. Can I contact someone in customer service direct via email to get this account set up?
Bruce
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Bruce Haywood

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I am now on Facebook. How do I send a message to customer service?
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David, Mobile Master

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There is a 'Message' button near the top RHS of the screen

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