I need to update new credit card info + cannot find where to do this on horrible koodo website - sends me to "change your email" webpage.

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  • Updated 2 years ago
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I need to update my new credit card information on Koodo. I cannot find where to do this on their horrible website. It keeps sending me to a "change your email" webpage. Any help with this much appreciated. Wait time for calls to Koodo is one hour!!!
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Jane

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Posted 2 years ago

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Paul Deschamps, Mobile Master

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Jane

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This doesn't work! When I click on "Register or change preauthorized payment" it takes me to "My Profile: Change email address". I don't want to change my email address, I want to change the expiry date for my credit card.  This is extremely frustrating.
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Jane

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This question has NOT been answered.  Koodo customer service is TERRIBLE!!!
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Ranjan, Official Rep

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Hi Jane - can you share the full path of how your landing on the 'Register or change pre-auth' option? There may be a broken link somewhere that we'd have to look into, but I'm able to access this page without issue. 

Here's what I'm doing: once you log into your self-serve account and go into 'Overview', if you scroll down to the bottom of the page, the second item in the last column is 'Register or change pre-authorized payment'. Once you select this, it should take you to a page with our classic view and under your credit card info, it should provide an option to edit this information. See visuals below for reference.

If this still doesn't work/help, let us know and we can look further into it for you.
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Bethanne Kring

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But I don't want it to take it out of my account automatically... I want to put in all my information myself. (Name, credit card number etc.) But I got a new card and it won't let me use that card to pay my bill.
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Jeremy Shepherd

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im in the same position. I need to update my cc info. How?
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Norm Bird

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I am in the same position except that I get a message that says I do not have access to the server required. So I can not go in and pay my bill until I update my credit card info.
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Jeremy Shepherd

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how do we know if anyone has even seen these posts that can do something about it? are we just posting to the air here?
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Ranjan, Official Rep

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Hi Jeremy - these posts are indeed seen and the issue is being looked into. There have been a few separate threads about this topic, but unfortunately no update as to what the exact issue is or a timeline for the fix. I can assure that there is a team of people actively working on this matter as we know it's impacting a lot of our customers.

For the time being, we're asking customers to ensure that the information between the payment card and the Koodo account match (i.e. name, address). If so, you can try paying by dialing #123 and selecting option 3. This seems to be working for most customers. If you still experience issues, then we recommend paying through online banking by adding Koodo as a payee and using your account number - which can be found through your self-serve account.

Once the issue is officially resolved, we'll be sure to update the community.
Thank you for your patience.
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Jeremy Shepherd

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cool. good to know, thanks for the reply.