Prepaid CAN'T TOP UP

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  • Question
  • Updated 2 years ago
  • Answered
Every time I try to top up on my Koodo prepaid account, I type in 50.00 and it gives me an error message. "The payment amount must be between $1.00 and $300.00. Please re-enter your payment amount and try again. I'm pretty sure 50.00 is in between those numbers. I tried two more additional times, two times on my tablet and once on my desktop PC and got the same error. I better not be charged 3 times or I will be livid! Why can I not pay online like I have been doing every other time for the last year or so? 
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samantha

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  • annoyed

Posted 2 years ago

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Dan Strugar

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Been going for about 24 hours now..same prob here
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samantha

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I just spoke with customer service, they said they're having issues with the online payment at the moment so she did the payment over the phone with me. Hopefully it's fixed soon as I don't want to have to call them monthly to top up...
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Dan Strugar

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Did they charge you the $5.00 fee ?
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Mayumi, Mobile Master

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They shouldn't since you can't do it through online.
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Melissa, Employee

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Hey Samantha & Dan !
We currently have a known issue with Prepaid top ups, which is being investigated and should be resolved shortly.  Meanwhile, you can use our automated voice system by dialing *611 from your mobile device to proceed with a payment.  If your call gets transferred to an agent, please let them know that you're getting an error message through your self-serve and no customer service fees will be applied.   Thank you for your patience!
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Cody Collins

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so, i can't help but notice that this thread was made 2 days ago. the issue is still going on. any idea when it will actually be addressed?
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Timo Tuokkola, Mobile Master

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It is BEING addressed. Contrary to popular belief, not all computer problems can be resolved with a couple of key taps.
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Karry E

  • 60 Points
It is still not possible to top up online. I would hope that this problem would be resolved in a more timely fashion or at least acknowledged on the web site of a fix status. It is a poor online experience that drives customers to other providers.
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BobTheElectrician

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If you are adept at all in elementary French, that site has been reported to work.

Log in to your prepaid self-serve, click the EN at the top right of the page which will toggle the page to French. Clicking on FR will toggle you back to English so you can verify what you're doing.

Fill in the values then click on Réapprovisonnement (instead of top up).
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Anna

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Hello everyone! Our technicians are still trying to figure out what is causing this issue, as it is only a problem on the English side and not the French (as Bob mentioned). For all those affected by this issue, please send us an email containing your account information and a detailed description of the error message (please add which browser you were using, if you were trying to top up from your phone or computer) at this secured link http://koo.do/11eMLdy. We will pass it on to our technicians to help them pinpoint the cause of the issue! Also, choose "Social Media" as a category when sending the email so we can locate them quicker :) We appreciate your patience and understanding!

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