Online Checkout Keeps Crashing

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  • Updated 11 months ago
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Im a prepaid customer, I checked a few days ago via online store to see if I qualified for going monthly. Said I did it. So today I go to order a phone (waited so I could buy outright no tab) and all that and now it keeps crashing at credit check. I enter my credit card info just like earlier this week. Enter my SIN # calling area etc. Then when I hit next it keeps saying Whoops Theres Errors and kicks me back to the credit card page. Some help from a Koodo associate would be appreciated
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Tristan Gummow

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Posted 11 months ago

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Robert, Mobile Master

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Hello Tristan, have you tried another browser?
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Tristan Gummow

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Yup Ive tried Opera (my normal browser) cleared browsing data etc, restarted browser same issue. Also tried IE 11 and it gives me the same Whoops theres errors after I enter my info at the same spot
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Ranjan, Official Rep

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Hi Tristan - we can definitely try to help and troubleshoot. First, are you selecting 'new customer' or 'existing'? Second, Have you tried a credit card (if you have one) in place of your SIN, to see if it reacts any differently? (It should perform the same, but sometimes there's factors beyond what we're seeing that could impact things, i.e. typo, inconsistency with address/contact info. etc.) Also, if you have been selecting 'existing customer', try 'new customer and see if that goes through. You can always port in your current prepaid phone number once the activation is complete.
Let us know if any of this helps.
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Robert, Mobile Master

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That's weird indeed. Did you try another credit card?
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Tristan Gummow

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Ive tried logging in to self serve then doing it. Ive tried going to checkout and creating a new account, Im using the same credit card Ive always used to pay my prepaid. Tried doing Tab and buying outright and when I try to use my CC# in place of SIN# it says invalid SIN#. It keeps saying it got my CC info fill out the next page with my SIN etc no typos and bam Whoops theres errors. Then when I go to do it again it wont let me choose calling city it says SELECT but when I click on it theres no dropdown SELECT just turns blue. I have to change the province then back to BC before it lets me choose city. Ive tried picking Kamloops and South Kamloops tried picking 250 and 778 as area code

@Robert
If I had another one I would
(Edited)
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Ranjan, Official Rep

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Hmmm... and your credit card info (even though it's worked with your prepaid account) matches exactly with your personal info? (i.e full-name, address, etc.?) If all of that checks out, I'd recommend visiting a store to get this taken care of and get you up and running. Is there one close to where you are that you know of?  If not a Koodo Shop, Best Buy, Wal-Mart will work as well.
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Tristan Gummow

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The kiosk here doesnt have the phone. Best Buy does but they refuse to sell it to you unless they activate it (which if Im not mistaken is illegal if buying outright). I still have 3 weeks prepaid so I was ordering online with the plan of using it with my prepaid SIM until its done then activating the monthly. 

And yup on the info
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Ranjan, Official Rep

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Gotcha. Since you have a bit of time, as you pointed out, you can reach out to the web store team directly to see if they can advise why you're running into this error and ideally get things sorted out. You can contact them at koodo.webstore@koodomobile.com or 1-844 566-3697.
Keep in mind that their hours of business are:  Tuesday to Friday: 3pm to 9pm EST