Help with self serve login

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  • Question
  • Updated 2 years ago
  • Answered
  • (Edited)
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From day one, I've never been able to successfully login to my self serve account and see my invoice. When I login with success it shows a page to change my email but no account info. And most of the time it's not successful and it show a 404 page.

Anyway..
At least the auto payment with my credit card is working fine.
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Yvan Castonguay

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  • frustrated

Posted 2 years ago

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Robert, Mobile Master

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Hello Yvan.

I understand that must be very frustrating. Can we have a screenshot of what that page looks like? Have you tried logging in from another browser? What about the mobile application, did you try that?
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Yvan Castonguay

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This is when the page error occurs https://www.koodomobile.com/my-account/profile/link



I am sure that I tried with firefox. But I'll give it a try again later
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Yvan Castonguay

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Thanks for your help Robert.
Here's the result in firefox after clearing the cookies first:



I dont have access to the mobile app. But I used the mobile browser which got me in the "change email blue page". Then when I selected the "self serve/monthly customers" option from the menu, it got to the same missing link (https://www.koodomobile.com/my-account/profile/link).
(Edited)
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Yvan Castonguay

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I guess this is a VERY well known issue and that whoever is maintain the site is not doing a very good job! See this post ... https://community.koodomobile.com/koodo/topics/cant-log-in-to-self-serve

I will call *611 tomorrow night. If it doesn't get resolved I will cancel my automatic credit card payments until I can see at least one invoice. After all the Canadian law says that for every purchases, a customer is supposed to receive a detailed invoice or a receipt. 
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Jonathan Jackson

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Hi there,

I am having the same issue as above. However I haven't set up an automatic card payment so I assume that my bill will keep accumulating late fees in the meantime.
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rikkster, Mobile Master

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To avoid costly late fees and until the login issue gets resolved, you can make a direct payment through your bank to Koodo. Print or store the confirmation of payment code as verification of payment. You may also want to contact the billing department (*611) to let them know payment was made.
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Bernard, Official Rep

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@ Jonathan you have initiated 3 different email addresses attached to your account which is causing the conflict. Contact us on Facebook direct messaging and we will help you out.  
(Edited)
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Bernard, Official Rep

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@ Yvan I totally get how you feel.....here is what happened based on info on your account. On September 18th when you signed up with us you the email address you provided was your outlook.com. In the store they should have mentioned that a validation email was going to be sent in order to secure the account and you needed to verify it. That doesn't seem to have happened. On October 29th you attempted to register your hotmail.com address. This created a conflict since you have given us an email address before. This conflict is what causing the issues you are seeing. It's an easy fix though, just contact us via Facebook direct messaging where we can authenticate your account and fix things. 
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Yvan Castonguay

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@Bernard unfortunately I know it sounds pretty unusual in 2016, but I do not have a facebook account and don't want one. Any other suggestions on how we could do this?
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Bernard, Official Rep

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Totally understandable Yvan! In that case calling us would be an alternative. There maybe some wait to get through depending of the time of day you are planning on making the call. I would avoid mornings and evenings in general. 
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Yvan Castonguay

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@Bernard I will. Thx.

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