Address can't be found

Question

Hi, I’m trying to update my new address, but Koodo doesn’t seem to recognize it. When I enter my address using the automatic address lookup, it seems to find it, but as soon as I click on it the address field just stays greyed out and I can’t proceed. This happens in all of the major web browsers I’ve tried.

If I try to enter the address manually instead, Koodo says it can’t find it. However, the address is correctly recognized by Canada Post’s address lookup tool. All of my other address changes went through without any issues on various websites.

Any ideas?

Dinh · Answer

HiAre you prepaid or postpaid? As well, does the new address have a unit or suite number in it?I asked because Self Serve might have issue before on addresses that include the word SUITE, dropping that word and leaving just the unit number has gotten it through for some people. I would also try an incognito/private window with cache and cookies cleared, rather than just switching browsers.The field staying greyed out right after you pick the suggestion makes me wonder if the form isn't accepting the lookup result at all, so it may be something about how that address is registered rather than your browser.

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