Ebill not appearing in self serve

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  • Question
  • Updated 5 months ago
I have been receiving text alerts that my ebill is ready and that I can view it in self serve. However, when I went to self serve it told me that I had no outstanding balance (obviously wrong). There are no bills there for me to view.
I paid my bill by phone, but have not been able to see the bill and confirm whether the charges are appropriate.
I would like a solution for the future, so that I can see the charges and have the option of challenging them, in the unlikely case of impropriety.
All other pages in self serve are also not functioning properly and simply display a lime green background with no images, graphics, or text.
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Posted 5 months ago

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Paul Deschamps, Mobile Master

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Try deleting your browsers History cookies and cache and then attempt to access self serve again.
Try another browser if that fails. The site is optimized for Firefox and internet explorer so give those a shot.
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Tried again without cookies, and in Firefox. The only change was that the time the other pages showed a blue background with a green rectangle.
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Allan, Mobile Master

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Do you have another email that you can try logging in with? It sounds like your self serve profile isn't set up right with the email you're currently using.
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Ranjan, Official Rep

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Hey MBeasley - I can't find an account matching your email address, but out of curiosity, is there a chance your account might be suspended (were you carrying a past due balance for a while)? I'm trying to understand why you might be seeing this screen, and the only time I recall seeing this in the past is in a suspension situation. If so, you'll need settle the balance and get the account restored (you can do so by dialing #227). If that's not the case, shoot us a private message on Facebook, where we'll verify you as the account owner, and help sort this out. 
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My account is new and the bill has been paid by phone. There is almost no likelihood of it being suspended. You are correct, I use a different email for my account than I did to sign up to this service and like to draw a boundary between the public (this community) and the private (my phone). I don't like the idea of connecting my services and, consequently, none of my Facebook information will correlate properly with the information used to set up my phone account.

If I call into the phone service, will they be able to correct the account settings?
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Dinh, Mobile Master

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You don't need your facebook information to be the same as your account. You could create another facebook account (or twitter) to contact Koodo. As long as you could valid your personal information that registered with Koodo, you would be fine.

Calling also can help, I believe.