Self Serve error message: trying to change plans

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  • Updated 2 years ago
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I am trying to change the plan on one of the phones on my account. I have used both the app and the Self Serve site, but keep getting an error message when I try to change the plan.

The Self Serve site just says "An error has occurred. Please refresh the page or try again later." and the app says "We're unable to process your request. PLease verify the information and try again."

I am able to reach the change plan options for the other phone on my account, but not the one I am trying to change. Why is this?
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Mel Hamerton

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Posted 2 years ago

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Robert, Mobile Master

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To resolve any issues with any of the Koodo website, please try the following steps: 

  1. Make sure to use a web browser that the website was built to support. These web browsers are: Google Chrome, Mozilla Firefox, Safari and Internet Explorer. Please note that the default browser in Windows 10, Microsoft Edge has not been announced as supported by Koodo. 
  2. Clear the cache and cookies of the browser you are using. 
  3. Try using a different web browser. If another browser works, it is most likely an issue with your first browser. Try re-installing and checking its built in security features. 
  4. Try using a different device. If it works with another device, then there is a chance the issue is related to fire-wall or anti virus installed on the device 
  5. If you still have issues, come back here and we'll try something else.

I hope this helps, have a great day!
(Edited)
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Bernard, Official Rep

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Mel, if you just added a line to your account ( I see you have 3 lines)  you will have to wait for the next bill cycle to be able to make a rate plan change. 
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Dennis, Mobile Master

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Maybe instead of an error page, the self serve rediects to a page to say this.

Also this is a silly restriction to have.  Customers should be able to change plans when ever they want as long as they are aware of the consequences and pro-ation of future minutes and past minutes used
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Chelsea Lynn Gare

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I have the same problem and i have tried all of the steps that you said above. 
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Bernard, Official Rep

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Whose name is the account under Chelsea? And what exactly the error you are encountering?
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HJBen

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I have this error, and my mother does too. Different accounts, different phones, different computer/browsers. Tried everything listed above and still an issue. This is a large problem.
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julie

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I also have this problem - I want to get rid of the add-on for the Apple protection ($7 monthly fee) but it won't let me - help please



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David, Mobile Master

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As Bernard said below: "Apple Care is provided by a third party hence the removal can only be done by our reps."
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Bryan Willem

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I've been trying to cancel my apple care for months now. Always an error. I'm a web developer and this is frankly either an egregious bug or it's intentional so that we can't downgrade our plans. I suspect the latter.

Cancel my apple care!!!!!!!!!!
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Bryan Willem

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fix your effing web app and give your user clear instructions as to when and how they can downgrade.
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Dennis, Mobile Master

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I agree 100%.  Please listen to your customers Koodo
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Bernard, Official Rep

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Thanks for the heads up Bryan! The problem is actually not the "effing web app", not that it mattered because you still end up with a crappy experience and remain just as frustrated. :-( Apple Care is provided by a third party hence the removal can only be done by our reps. That in itself is not the issue, the error message we serve up is. It should be a more intelligent error message like "pls contact us to remove this add-on" or something like that. That is until the back-end system are connected and reliable to allow for online removals as well. I will ask the team about changing the error message although I suspect that doesn't come without its complexities as you might suspect.  For now pls send a private message on Facebook and will have the add-on removed. 
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HJBen

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I've been having this same error when trying to change my plan. However, Add on's remain available. I've tried all things listed above, tried on various computers and phones, I've had family try on their own plans to access this section but we are all met with the error telling us to refresh the page or try again later. Both these do not work. This error is what I have encountered for the last four days. I called customer support but the wait times were too long and I was unable to wait. When will this site error be addressed?

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