DO NOT GET KOODO

Hi Adam.

How much money is in your prepaid account?

What baseplan are you trying to renew?

Have you tried to restart your phone?

Hi.

When was the last time you used the service?

Were you able to leave gin and added some money?

What do you mean by "It refuses to use it."? 

could make calls on april 12th. Credits expired. I put 20$ on and my plan is 19.xx$/30days

“ What do you mean by "It refuses to use it."? “

I called *611; I put 20$ on via 12digit pre-paid card bought at local gas station. It reads back that I have 20.XX$ 

My plan is 19.xx$/month.

Still cant use phone.

On the other post, you mentioned that " how am i supposed to "use self serve" when it wont even let me register a account...?"

So, which is it? Your "Pre-paid credit expired" ? Or you can't register?

I got your private Messages ​@Adam Farrell 

You can still post here

Both.

I called *611
I put 20$ via a 12digit code from local gas station
It reads back that I have 20.xx$
My plan is 19.xx$


Tried to setup “callback” but as the phone isnt connected they cant/wont call.

Only thing being told is “use self serve”
Trying to connect my email and phone to a “self serve” account
Get to the end where it asks to make a psw.
I make a psw that fits what it asks… capitals, special digit...ect
hit confirm/accept or w/e i left the website…
and it says "We couldn't verify the information provided. Please check your details and try again."



oh; and I could make calls on April 12th 2026
on april 13th 2026 my past months credit expired.
I have been trying to get help sense yesterday.

Make sure that your prepaid account has enough funds to cover your prepaid plan plus tax

How much is your plan plus tax and how much money is in your prepaid account? ​@Adam Farrell 

​@Flo Koodo, ​@Adam Farrell is saying that he is unable to open this page to post as they are blocked

​@Dennis Adam’s post should now be visible above. It seems the system was falsely detecting it as spam.

​@Adam Farrell 

Did you have access to your self serve account before? Have you tried registering for self serve on a different browser or in incognito mode on your current browser?

I havn’t had a “self serve account”. I was trying to set it up…

I tried on the phone itself
and I have tried on my pc. (firefox)

I get the 6digit codes they work. but then get to the password portion. 

I also tried the I forgot my psw option; and dont get an email. which it says means I don’t have a self serve account.

If you are unable to set up your self serve account you will need to speak to a rep via callback on Koodo assist.  Make sure to click the prepaid chat in Koodo assist

https://www.koodomobile.com/en/help?autobots=rollout

“ rep via callback”

NOT POSSIBLE WITH A CUT OFF PHONE…...

“ Tried to setup “callback” but as the phone isnt connected they cant/wont call.”

Even with no base plan, you should still be able to get a callback (just like you can still call 611).
Plus the Expert Messaging part of the chat prior to the callback request may be able to get your self serve account set up

Was supposed to have a “callback” at “11:30” am today….nothing….

And nope. it just sends me to the webpage which is where I have already tried….

And all the info online I can find says they cant call you back if your phones not connected.

I suggest setting a callback to another number (friend or family or landline if possible)

https://www.reddit.com/r/Koodo/comments/vz3ob8/comment/j9vg8f8/?force-legacy-sct=1 

~Then I literally can’t get any support. It’s worked before because they have a 1-800 number


~ Yes u can I just need to buy a prepaid voucher and re activate it . Of course no one can call u when u have no minutes . The only number u can access with it is 611* and that's just to put the top up code in . Prepaid services in general have horrendous customer service . More reason to go postpaid . You get what u pay for

I SHOULD NOT HAVE TO HAVE ANOTHER GDAMN NUMBER TO GET AHOLD OF CUSTOMER SUPPORT….

I really dont believe you need minutes to accept a callback from Koodo.

However I am more familiar with postpaid than prepaid.

I know you shouldnt.  But what you are trying is not working.  I am just trying to see if there is an easy solution.

Do you know if your prepaid funds is enough to cover tax? 

Tax is calculated based on the home province of the area code.

Alberta tax = 5%
19.00 x 0.05 = 0.95
= 19.95

*611 says I have 20.35$

hasnt been an issue past months

Have you tried a phone restart?

Prepaid is difficult especially when you dont have a self serve account as prepaid is not tied to ID (thats why burner phones are on prepaid)

If non of this works, unfortunately a callback to another number might be your only option that I can think of