Cannot purchase add-ons because voucher is not working.

  • Question
  • Updated 2 years ago
  • Answered
Hello! I bought last Wednesday a koodo-phone with prepaid card. I wanted to activate my account, but when I'm on the payment page and I type in my PIN number valued 20$ (I just have to pay 5.75$ for my add-ons) it's said: "valid top-up vouchers with enough service credits to cover the total amount owning are required." But I do have a voucher for 20$, so why doesn't it work? Please help me! I just have a German credit card and not a Canadian one, so I have to use the vouchers.
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Linchen Nehcnil

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Posted 2 years ago

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Sophia, Mobile Master

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Oh I'm sorry to hear that, Linchen! Tell me, what base plan are you on, and also is it a new account or just a top up?
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Camilo_A

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No worries, there is always a solution to everything, at this point, after trying online several times, still does not work, I will call Customer Service to validate the voucher so you can add those funds on the account...
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Erwin

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Hello Linchen,

It may be because of your base plan, koodo automatically deducts your base plan every month. I think your credit was used to pay that off and as a result its now telling you that you do not have enough money to buy an add-on.

I can only speculate, if you need an accurate answer, contact our customer service by dialing *611. Note you may be charge $10 for this inquiry.
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Camilo_A

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Erwin... Koodo Customers are not charged to call Koodo and inquire about their services... It is a myth the 10$ fee just for calling Customer Service... The 10$ applies when Customer Service performs a transaction on the system on behalf of the customer... But remember, those transactions are available via Self Serve at no COST!
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Erwin

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there is a 10$ fee for plan change over the phone, free if it is done on a koodo shop or online. ITS NOT A MYTH just to clarify.
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Sophia, Mobile Master

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Hi Erwin, no need to scare people unnecessarily :) I have had to call in a few times because I couldn't manage to change something which I should have done myself on self-service. There never was any fee when I mentioned I tried, but couldn't do it for some reason.
Linchen will not be charged for her plea, even the community manager is already helping her in the post below. Please give answers relevant to the person who has the question :)
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Ashley Levy

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Thanks for posting your question Linchen. I'm more than happy to look into this for you. I've just sent you an email, can you reply back when you get a chance? Thanks so much!