login error while ordering a new phone

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  • Updated 3 years ago
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I am trying to order a new phone on Koodo's website. The phone I actually want is the Nexus 6P (can only be ordered online), but I tried other phones and the problem occurs regardless. Basically, I pick my phone, my tab options then I am presented with pop-up to login (as an existing Koodo customer). Yet, after logging in all I get is "An error occurred while logging in. Log in." - after that I can only order the phone as if it was a new activation.

I've tried this from multiple computers (even my phone), multiple browsers (Chrome, Firefox, IE8 and IE9) without any luck. Initially I was in no rush, but now my old phone died so I need a new one ASAP.

As I said, the phone I want can only be ordered online and I also have a positive $75 that I don't want to lose, neither do I want to lose my existing plan (caught a good promo).

Please help?!?
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Mohannad

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Posted 3 years ago

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Ahmad

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Try logging into self-serve first and THEN going to shop on the Koodo page
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Mohannad

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Thanks, I tried it both ways - Logging in before and after but still no luck :(
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Bernard, Official Rep

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Mohannad, I just went through the steps and I'm not getting any of the errors you mentioned. I'm using Chrome as my browser and everything seem to be fine. I have positive tab too, logged in and able to check out. Are you still having troubles?
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Sanja Kovacevic

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Hi. May I get some help?
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Danny

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Hey Sanja.

This is a forum of mostly just users like you.  If you have a question, make a thread with it and people here will try to help you.

Alternately, if you want to contact Koodo directly, try *611 from your phone or email through self-serve
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Bernard, Official Rep

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@Sanja, whad would you like help with?
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Mohannad

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Bernard, thanks for your reply!

Unfortunately, yes, I am still having the problem - I've been trying for over a week and have tried again just this morning. If I contact customer service, do you think they could do the ordering for me perhaps?
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Bernard, Official Rep

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Hmmmm...very strange. Yes, you could certainly try calling customer service. They maybe able to put the order through for you.
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Bernard, Official Rep

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@Mohannad, I understand you were able to get your Nexus 6P even though some adjustments had to be made. We are still looking into what the issue maybe, but wanted to thank for letting us know.
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Mohannad

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Hi Bernard, yes, the CSR allowed me to put my positive tab balance towards something else, then I went and ordered the phone directly from Google. Thanks for your help!

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