Top up voucher not working.

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  • Updated 2 years ago
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My base plan had expired and I want to change to a new one. I went to the self service and chose a new base plan, then a pop up window came up asking for voucher information. I input my voucher PIN and got a message that an error occurred and I'd need to try again later. But, there was another message under that one that said my voucher went through and that I'd just need to click "go back" and choose a new base plan.

I'm not sure what happened but I clicked to go back to the previous page and chose the Base plan again. It asked me for my voucher PIN again. I thought that maybe the system had made a mistake so I tried to enter it again, but now I'm getting a "Voucher # ____________ could not be processed. Please verify the Top-up PIN and try again." message.

Not sure what the problem is, but I really need my phone to be able to receive calls ASAP for work purposes. I tried calling customer service and was told by a machine that the office is closed. I also attempted to contact someone through Facebook with no response. I also called the store that I purchased the voucher PIN and was told that I'd have to contact Koodo for help. Hopefully, someone here can help instead?
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Kera

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Posted 2 years ago

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Sophia, Mobile Master

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Just a heads up that to renew your plan, you actually should NOT change your base plan - just top up the required funds and your plan should renew by itself. Can you reboot your phone and see if it actually still works with the funds you provided? If you still have no service, I'm afraid you may need to contact Koodo after all....
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Kera

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Hi. Thanks for the reply. It's not working at all unfortunately. I don't want to renew the base plan that I already had, I just wanted to switch to another one.
(Edited)
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rikkster, Mobile Master

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Sounds like the voucher was processed. Which baseplan were you switching to? Did you have enough funds to cover the amount of the new baseplan? What was the amount of the voucher you were applying?

Login to self-serve prepaid and check the Overview page. If you see a balance in the amount of the voucher, the system could be lagging and hasn't applied the funds to the new baseplan yet. This sometimes happens on weekends. I'm answering this five hours later, hopefully your payment went through.

If you don't see a balance in the amount of the voucher, this would mean the payment or voucher went through and you should see a new baseplan renewal date on the Overview page. You can also track your payment history by clicking on the Billing and Transaction History tabs.
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Kera

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Thanks for the reply! I called Koodo this morning and they said it was a glitch in the system, like you mentioned. Everything's been fixed now. Thank you for the help!