I downloaded the self serve app but it won't work :( someone pls help

  • 1
  • Question
  • Updated 4 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: no longer relevant

Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb

Posted 4 years ago

  • 1
Photo of Mayumi

Mayumi, Mobile Master

  • 112,838 Points 100k badge 2x thumb
Did you register for it ?
Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb
Yes
Photo of Dennis

Dennis, Mobile Master

  • 187,648 Points 100k badge 2x thumb
What about it doesnt work?

Is the the user name? The password? It does not connect to the network?

Does it work when you try to log on with a web browser?
Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb
It doesn't work at all :(
Photo of Dennis

Dennis, Mobile Master

  • 187,648 Points 100k badge 2x thumb
Sorry Tina, but I think we still need more info. Saying it doesnt work at all is too general. It's like telling a doctor you dont feel well. Is it your stomach, your foot, your head, your heart?

1) If you tried it on a web browser (I'm not talking about the app) and it doesnt work, are you sure you registered for Self Serve like Mayumi said above?

http://help.koodomobile.com/self-serv...

2) If it does work on a web browser.Does that mean, it wont download the app, it wont install the app, it wont open, the app crashes immediately after opening?

3) What Phone do you have?
Photo of Dave

Dave

  • 7,814 Points 5k badge 2x thumb
Are you logging in with your entire email address?
Are you sure that password is correct?

Did you put remember me, and accidentally enter the wrong password (I did that, and then spent time deleting and readding the app, only to find that I had accidentally added a letter in my password)
Photo of Sophia

Sophia, Mobile Master

  • 141,558 Points 100k badge 2x thumb
Also, are you on prepaid or postpaid? The app only works for postpaid accounts...
Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb
Self serve account is now locked ;(
Photo of Dennis

Dennis, Mobile Master

  • 187,648 Points 100k badge 2x thumb
Was this the problem before or is this a new problem after multiple failed attempts?

You know what, just call Koodo *611 on a koodo cell, it's a free call.
Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb
After 5 attempts :(
Photo of Dave

Dave

  • 7,814 Points 5k badge 2x thumb
as Dennis said, call *611 to speak with customer service.

They can unlock your account, send you a temporary password, and stay with you to make sure that you are able to get into both your self serve account and your self serve app.

Also, once you change the password and get in, log out and then log back in again to make sure that it works.
Photo of Tina Carrocci

Tina Carrocci

  • 580 Points 500 badge 2x thumb
Thank you very much

This conversation is no longer open for comments or replies.