Stream + Basic

Try a different browser or incognito mode, clear cache/cookies, and disable VPN. Ensure your address matches the card exactly (Visa/Mastercard/debit accepted). If payment still freezes, let us know. 

Thanks. I think my problem may be that I just switched to Koodo yesterday and the system has yet to catch up with my account. However, I did try some of your suggestions.

Did you switch to Koodo in person or online? If online, has your order been processed yet?

Normally you should be able to sign up for stream+ right away, however if it has yet to be processed it could be conflicting with the address payment method as it has yet to be approved.

Might be worth waiting for this first and then trying again. If done in person you should be able to add it straight away.

I’m experiencing the same problem - I’ve tried 3 different devices and tried in Safari, Chrome, and Firefox. Still can’t advance to the payment section. 

hmm have either of you tried to do the purchase using incognito mode? This tends to bypass issues when trying to purchase stream+.

Does it also freeze for you too ​@EspeciallyJonny or does it provide and error message when you attempt to get to the payment screen?

​@Oliver C i have, still no luck. Below the contact details section there’s a button labeled “Continue”, but that button doesn’t do anything, and I’m not able to progress to the payment section or complete the purchase. 
 

A little unrelated, but I’m not entirely sure why there is a payment section…? Don’t they have to use the same payment method as my billing? Is this Stream+ subscription a separate bill? 

Ah I see, in that case I will see if a rep on this platform can help you guys / look into the issue however they’re limited in what they can do with the subscriptions. You may have to schedule a callback with a rep, but this seems like it may be a system issue.

​@EspeciallyJonny The payments are not the same. Like any subscription service, you setup pre-authorized payment via a card of your choice hence the Payment section. Stream+ and the other Koodo subscriptions are charged to you every 30 days from once you set it up and is a separate charge from your bill. 

Thanks. I’ll probably give it a couple of days and try again and then if it doesn’t work ask for a Callback.

​@EspeciallyJonny ​@GPhil 

There was a similar case a few days ago and it worked in incognito mode.

Can you please try one more time in incognito mode, if possible on a desktop browser, and let us know if the issue persists?

I’ve tried incognito on the latest iPad OS (I do not have a desktop) and it did not work.

Thank you for checking!

In this case, we recommend scheduling a call back with the virtual assist, so a rep can further assist with the subscription.