Self-Serve - cannot login (new customer)

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  • Updated 2 years ago
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I have been going in circles since I signed up for my Koodo plan this afternoon.  I want to access the self-serve feature, and I have registered, and clicked the link sent to me, but I receive this message when I copy/paste the link into my address bar:

Unable to process request Unable to process request

Our site is currently experiencing technical difficulties, so we are unable to process your request at this time.

Please try again later.

To regain account access, call us at 1-866-99-KOODO (1-866-995-6636) or *611 from your mobile phone.
It's a free call.


If I try to login with my username/email and password I seem to get stuck in a loop.  I tried calling for help, but I see that there is NO actual help?  And service calls are charged a fee?  Really?  I have cleared my cached, multiple times, as suggested by others online, and also tried different browsers, different computers.  What is going on?  Any advice is very welcomed!  Thank you!
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DS

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Posted 2 years ago

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Bernard, Official Rep

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Looking at your account there are 2 email addresses you provided Debra. The one that  we sent you a validation link for is not the one used here. Have you received that? 
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DS

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Thank you for your reply...  There are two I'm sure since I tried with one, then tried to re-register with another :)  From the beginning I tried a few things over and over including resetting my password, trying a different email, trying the original email, clicking on links they sent me in emails but nothing was working and I kept getting the error about "technical difficulties".  I tried calling Koodo a few times but couldn't find my way to a person, and when I did I read about the service charges so I didn't stay on the line.  Someone has replied saying that in these cases there would not be a service charge?  I hope not :)  Anyway, at some point I was knocked out for a 30 minute penalty. I am going to try again now, with my original email address...  I'll report back if it works. 
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Bernard, Official Rep

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Please let us know. I tried to call you earlier to see if I can help. Indeed, there are no service charges for assistance only for things like a phone number change, rate plan change etc. Things you can do online and are free. Once you have access to your account that is. :-(

The problem is indeed, that you tried to register with another email address other than the one you gave at activation at Best Buy. Let us know if you are successful getting online. Otherwise you may have to call in and reset your account. Needs a call to protect your security. Thanks for your patience Debra!
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DS

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Thank you!  I didn't realize it was Koodo and didn't answer :)  Really appreciate that.  I think the person at Best Buy must have written my address down incorrectly...  so I will call in and get it all reset.  Thank you SO much for all of your help.  I am happy to call in, only hesitant because I didn't want to pay a fee to get it fixed.  I feel more patient now :)  Thank you, again.  Really do appreciate your help so much.
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DS

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So, I tried everything again, including a password reset, and I am locked out again.  I tried calling Koodo but it's closed.  What is weird, and I have seen this error twice, is that I'm seeing the following message:

You've now attempted to retrieve your password five times, so we've locked your account access for security reasons. We've also sent a notification email to the address you provided when you registered.

BUT, in both cases I never received an email from Koodo?  Now I'm wondering if my email address was keyed in properly when I purchased the phones?  I will definitely call Koodo tomorrow to figure this out. Any advice is appreciated...  :)
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Bernard, Official Rep

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The one we have associated with your account is the one that has your last name as part of the email address. Is that the one you tried?
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DS

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Yes...  so perhaps a character is wrong/missing, or something is messed up somewhere.  I will call for a reset tomorrow.  It seems that is needed.  I don't mind at all, if it's free :)  Thank you, again!
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DS

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I tried again today from the beginning, to re-register with the correct email, and this time it sent me the link?  And it looked a lot different from any email I received from Koodo yesterday.  I clicked on it and started being taken through new screens that I didn't get yesterday...  then they had me enter my phone # to complete the registration and it was rejected. Confused, I entered the # for the second phone I bought at the same time, for my daughter.  It accepted that one and completed the self-serve registration.  When I log in I see my daughter's # at the top, and mine below, so now i think that maybe her phone is the primary phone?  Maybe this had something to do with my problems yesterday.  Early days so we'll just swap ...  anyway, thank you for your help.  Looks like it's working now!
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Bernard, Official Rep

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Yes, I can see you logged in today. From what I can tell the phone number ending with 3 is the primary. Glad it got sorted out though. :-) 

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