I topped up. Would like to resume service.

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  • Updated 2 years ago
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Dale Murray

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Posted 2 years ago

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rikkster, Mobile Master

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Hi Dale,

We'll need a little more info. Assuming that you're a prepaid customer, did you top up using a top up voucher or did you top up online by logging into your prepaid self serve account? Are you reactivating a suspended prepaid account?

You can check the activity of your account by logging in to prepaid self serve. Sometimes the system takes a bit of time to process payment. Let us know if service has resumed, or if you're still without service.
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Dale Murray

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I am a prepaid customer and did use self serve. Yes it was a suspended account it was reading disconnected now is says active. But I still won't add a baseplan. Still not working.
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rikkster, Mobile Master

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If the account is now active, the system has already taken the funds needed for the baseplan. If your account shows a cash balance, (you mentioned adding more money than needed), you can use the money toward a talk or data booster, or you can save the money and apply it to the next baseplan renewal.

September 23rd. is probably your previous baseplan renewal date. You don't have to wait until then to renew the baseplan. Since you've recently applied funds for the baseplan, this date will now be your new renewal date from this point forward. The overview page in self serve should show the new baseplan renewal date as well.
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Mathieu, Mobile Master

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If you are a pre-paid customer and let your account expire, then you will have to manually add your baseplan again, it will not be automatic.
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Dale Murray

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I have been trying to manually really add a baseplan. With no luck.
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Erwin

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Hi Dale,


After 90 days of not topping up your Prepaid account, it auto-cancels. You will have to get another prepaid SIM and activate with new number.
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Erwin

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You may have to turn off your phone, remove your battery, sim card, wait 2 minutes and turn on phone. If it is an iPhone, turn it off and turn in back on after 2 minutes. Let us know if it works.
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Dale Murray

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Tried that as well. Not working either. *shrugs*
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Erwin

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Thats weird! I would either go to a Koodo Shop, have them take a look or call in and mention it is for technical support, they shouldn't charge you $5 or have to waive it.
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Dale Murray

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Yeah. Guess that's the only thing I can try next. Thanks again.
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Erwin

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Best of luck Dale, I'm sorry your experiencing this issue. 

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