Problem setting up self service; Account could not be found error

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  • Updated 3 years ago
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I can't setup self service. The email link I was sent, when I click on it, it says "The profile is not in the pending state." I have used 3 different browsers but I get the same message. I tried creating a profile from the website, after typing in my first name. last name and mobile number, it says "Account could not be found ". To think that I moved from a different provider due to their lack of efficiency to another which is beginning to look even worse is very upsetting.
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Pet Tessy

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Posted 3 years ago

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Sophia, Mobile Master

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Don't be upset, first of all did you sign up with prepaid or postpaid? There are two different links for self service... it is the most common reason for getting an error :)
If you are sure you have the correct link and you still can't get into self service, you can call Koodo 611 and they'll get you in.
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Pet Tessy

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Thanks. I signed up for post paid and I am clicking on the correct link. I called the 611 number but the guy wasn't of much help. He said he's not sure what the problem is but will log the issue.
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Daniel Kim, Mobile Master

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That's a bummer :(. Have you tried clearing cache and cookies then refreshing? Give it a try.
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I actually restarted my system twice but no luck. I have never seen very poor service like this before. Had I know better, I would have stuck with my old provider. They have issues alright but they sort it out promptly. This is the worse service I've received from a service provider. I regret moving to Koodoo and will definitely spread the word
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Hey Pet Tessy,

Can you please send us an email at: so that we can access your account and take a look into this. Thank you.

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