new prepaid SIM card - can't log in, doesn't recognize email&password and can't use data

  • 1
  • Question
  • Updated 3 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: 1-866

Hi, I bought a prepaid SIM card yesterday around these hours. I activated it online just after I bought it. I chose my base plan and included a booster. But now I am trying to log in but the website doesn't recognize my email&password. It says "We have no record of an account matching the username or email address you have entered" . I can send text messages but the can't use the data booster yet. What can I do besides wait?
Photo of Cemnur Tancıl

Cemnur Tancıl

  • 80 Points 75 badge 2x thumb

Posted 5 years ago

  • 1
Photo of Rocky Balboa

Rocky Balboa

  • 20,414 Points 20k badge 2x thumb
I'd contact prepaid customer service. Ensure that your account is active and to also see which e-mail is tied to your account.
Photo of Cemnur Tancıl

Cemnur Tancıl

  • 80 Points 75 badge 2x thumb
Thanks for the reply.

I don't have a talk booster. Can I still call them?
I activated my account yesterday. I can send text messages. That means it's active right?
I use only one email adress.
Photo of Yannick


  • 44,018 Points 20k badge 2x thumb
Hi Cemnur, you can indeed call us form your phone by dialing *611 (the call is free). You can also contact us at 1-866-995-6636 from another phone, #5. Thank you!

If you see a good answer, give it a star.
Photo of Terra Cotta

Terra Cotta

  • 70 Points
I'm having the same problem with koodo not recognizing my email and customer service isn't available @ 2am. I am from the states and traveling across the country and just purchased the phone once I got to Winnipeg, they activated it at the kiosk in because I didn't have internet access. It worked fine and the mall and then I tried to use it to find a hotel and it told me that the plan wasn't Canada-wide like I thought I'd purchased. I am traveling through the country in the middle of the night & I don't have service. I'm am trying to see why plan isn't set up correctly but koodo isn't recognizing my email or password. This really is a safety issue, could someone please help me?
Photo of Eugene


  • 1,748 Points 1k badge 2x thumb
I would first recommend calling koodo customer service.
Customer service will tell you to make a new account or they will give you more procedures to go through.
And for not getting service, Koodo bands are weak compared with other carriers in the countryside, so I would recommend changing to another carrier if getting reception is your main problem in the countryside.
Photo of Terra Cotta

Terra Cotta

  • 70 Points
I tried customer service but they don't work until 10am! And if I didn't already drop $80 on a prepaid plan, I think I would take my service elsewhere. It really is a safety issue traveling the country in the winter at night only to realize 30 miles later that I don't have a working phone and no one to help me until 10am! But thanks for trying Eugene
Photo of David

David, Mobile Master

  • 93,388 Points 50k badge 2x thumb
You may be outside the small area of coverage in Manitoba.

This conversation is no longer open for comments or replies.