Subscribe to prepaid, account is saying that the base plan has expired. Paid before expired, account say the next top up is April 15.

  • 1
  • Question
  • Updated 3 months ago
  • Answered
I recently set my mom up for prepaid but the account is saying that the base plan has expired. We paid before the date and it says on the account that the next top up is April 15 (April 24 today). Why is the account not seeing the top up, how do I get the base plan not to be expired?  One of the answers out there says something about manually topping up? How does one do this if this is the answer?? 
Photo of David Nancy Straatsma

David Nancy Straatsma

  • 70 Points
  • frustrated.

Posted 3 months ago

  • 1
Photo of BobTheElectrician


  • 67,716 Points 50k badge 2x thumb
Do you have live service, i.e., can you make a call or send yourself a text? If so, it's probably just a reporting glitch with the web site.

Won't hurt to send Koodo a note via Twitter or Facebook using the logos at the bottom of this page.

When setting up automatic top-ups, the first payment may have to be made manually. Click on the Overview tab in self-serve, then fill in the info for the amount you want to add to the account manually. Even better, use *611 instead of the web for more direct and reliable results.
Photo of Dinh

Dinh, Mobile Master

  • 42,336 Points 20k badge 2x thumb
hi David Nancy Straatsma,
Sometimes, there were some reports of delaying in processing the money and selfserve. I would check the phone service as Bob mentioned.