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Cannot access account

  • May 19, 2025
  • 3 replies
  • 145 views
F

I have a family member on a monthly plan who cannot access his account and can’t view his bills. This is due to a combination of factors:

  1. He forgot his password.
  2. The email he used to create his account was deleted due to inactivity (and cannot be created again) and therefore he cannot recover his password.
  3. Since starting his plan, he moved to a different province within Canada and no longer has the last 4 digits of his drivers license which is apparently necessary for Koodo customer support to verify his identity.

What are his options? He is essentially being held hostage at this point, getting billed each month, with no way to view his bills or make changes to his account.

Best answer by Flo Koodo

​@FIXIT 

He would need to present the piece of ID in store to prove his identify and the rep should be able to assist with the update.

This topic has been closed for replies.

3 replies

Flo Koodo
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  • Flo Koodo
  • Official Rep
  • May 19, 2025

Hi ​@FIXIT 

In this case, if he is the account owner, he should be able to visit a Koodo store nearby to update the information. The rep in store should be able to contact their support and assist with the updates. 

F
  • FIXIT
  • Author
  • Beginner
  • May 19, 2025

He is the account owner. But how is visiting a Koodo store different than calling Koodo support? The person on the phone apparently was not able to help him because he could not provide the last 4 digits of his old drivers license.

Flo Koodo
Forum|alt.badge.img+4
  • Flo Koodo
  • Official Rep
  • Answer
  • May 19, 2025

​@FIXIT 

He would need to present the piece of ID in store to prove his identify and the rep should be able to assist with the update.

F
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