Cannot change plan due to perk error

The perk error during plan changes is usually a temporary system glitch, but there are a few things you can try before you need help from a rep. First, you should clear your browser cache and cookies and then log back in. You could also try a different browser like Chrome, Firefox, or Safari, or just switch to incognito mode. If that does not work, try the plan change on a different device or network. It is also worth waiting 24 to 48 hours for the system to sync before you try again.

If those steps fail, try changing the plan without selecting a perk first. Many customers have done this successfully because the plan change goes through, and then a rep can add the perk separately within 3 business days. You won’t lose anything by doing it in two steps. Still, if you are stuck after trying that, the error message about not being able to choose a perk usually means there is a backend issue that requires manual intervention. You can just reach out to Koodo support via chat at koodo.com/chat and give them your transaction ID and the perk you want. 

Also, if you are switching perks, remember that removing Rollover Data will clear any data you have accumulated, and that cannot be reversed. What perk are you trying to add, and have you tried changing the plan without selecting it first? 

I have tried the above steps and using different device as well with no success.  The perk selection is not letting me make the plan change, even if I don’t select a perk.

I was going to select the 5G Speed boost.

This has been a common issue for people lately, I will flag a rep for you to assist.

Just make sure you’re logged into the community using your self serve credentials and they should be able to help. If they cannot add the perk on their end, then they can reach out to their technical team to add it after a few days.

The rep will respond here as I have, note that response times may vary. 👍

What plan are you trying to change to?  A screenshot here would be helpful for the rep.

I assume that your line is the only one on your self serve account? 

Yes it is the only line on my account.

The plan I circled would be the new plan I want to change to.

Hello ​@wcck As we require more details in regards to the situation, we have sent you a private message. Feel free to respond whenever you have the time.