I Just Switched to Koodo today and I can't log into my self serve account?

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  • Updated 1 year ago
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I just switched to Koodo today from Telus and I can't log into my self serve account. It continues to say I have the wrong password or email? I also haven't got the email for it yet to activate the account and I know I have the right email because I looked over it on my sheet I got from Koodo? Already off to a bad start!
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Taylor

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Posted 2 years ago

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Robert, Mobile Master

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Hello Taylor.

Did you look in your junk folder? 
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Taylor

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Yes
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Taylor

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Now I got the email but now I still can't log in?
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Robert, Mobile Master

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Did you set-up your account as instructed in the e-mail?
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Mathieu, Mobile Master

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Hi Taylor,

Typically the self-serve account for pre-paid customers is created by your while activating your account online. Are you sure you are pre-paid and not post-paid?

For post-paid customers, you would of gotten an e-mail with a link to finalize your self-serve account and setting up a password.
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Taylor

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I did it at the store and yes I'm sure
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Taylor

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I have gotten the email but no link of my password, I got that at the store and the password is not working and I can't still log in
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Levis, Employee

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Hi Taylor, I see that you are a Prepaid customer. Are you trying to login using the Prepaid Self Serve portal? Monthly and Prepaid customers must use a different login link. If you are using the prepaid portal, send us a private message on our Facebook page and we'll take a closer look at your issue :)
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allis0nW .

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Hi there, 

I'm having similar issues. 

I recently switched to Koodo from Telus and at the Koodo kiosk I couldn't access my self serve after registering because the rep figured my email address was still associated with telus so he called somebody from Koodo about it and it seemed like it was getting sorted out except I was receiving emails about signing up my email with telus instead of koodo so I ignored those emails. After a couple days I am attempting to login to self serve and I still can't access anything. I have looked all over the "community" posts but haven't found anything to help my situation. I also don't have Facebook so I'm unable to send a message that way. 

I would greatly appreciate some help regarding this, 

Thanks, 
Allison 
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Ranjan, Official Rep

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Try the new email that you just got. By sending it, the old one likely expired.
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allis0nW .

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I haven't received a new email from Koodo, I received one from telus 10 minutes ago about registering
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Ranjan, Official Rep

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Sounds like your profiles are still conflicting with one another. Do you mind shooting us a private message on Facebook, Allison? An agent will validate you as the account owner, likely delete all old profiles, and help create a new one. We can't do so here since this is a public forum and we need to receive and provide personal account info. in order to do so. 
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allis0nW .

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I am more than willing to provide somebody with information however I don't have Facebook so I can't do it that way. Is there any other way I can reach an agent?
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Ranjan, Official Rep

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Facebook or Twitter are the most efficient ways to get in touch with an agent privately. If you have neither, I would suggest setting up a Twitter account as it's easier to do. You can do so anonymously (i.e. not have any personal info. in your profile or username), if you want to avoid any unnecessary contact, if you don't intend to follow others, or use it for anything else. All you have to do then is send @koodo a Direct Message and an agent will respond as soon as their available.
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Tess Miller

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I feel like this may be a problem on Koodo's end. I have been trying for two days to receive an email to set up my self serve account and I've had a rep through Facebook messenger send the email several times and it is not going through. I've verified that it is not going to junk or spam and I have no filters in effect on my email.

This should be the link to my conversation thread through here.
https://community.koodomobile.com/koodo/topics/blank-website

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