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. 

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. 

I am having the same issue. would like to change to the same plan.

I am also having the same issue.  (Sadly, the opportunity to change to a better plan has now ended… thanks to Koodo’s poor system performance)

I am hoping to remedy this issue, so that I may take advantage of the next ‘sale’ opportunity…

Would a Koodo Tech be able to reach out to me, also?

my problem:

I am the primary line/account owner. 

I have 2 extra lines ‘attached’ to my account (for my 2 teenagers)

although I was miraculously able to change ‘my’ plan (on 31 Mar ~ 05:51 EST)… I was then not able (and… right now…) still cannot change the plan on either of the 2 lines ‘attached’ to my account.  I first get the ‘perk’ ice cream cone fail and then the ‘can’t modify’ cupcake fail. 
There is obviously something wrong with the configuration/settings of these 2 additional lines.  I need this problem fixed, and tested/proven working… so that I can immediately take advantage of the next ‘flash sale’.  I’ve been scroowd out of $30/month savings because of this glitch… through no fault of my own. 
(why $30 and not just $20?… only 2 lines… because, my wife’s primary account has the same daam glitch!  I couldn’t change her plan either!.. so, that’s 3 lines losing the $10 savings, per month)

so yeah… it would be awesome if someone of authority could help me remedy this…  thanks in advance!

Same thing happened to me. I tried to reach support but they couldn’t do the change on their end. Can I get some help too as when there is a promo next I don’t want to lose out on it due to Koodo’s system issues. I would have had this promo plan if it wasn’t for a technical error and no one could help. 

To both of you, Ideally you would create a new topic so we can flag a rep for each one of you.

Hi ​@Scale Starchy, ​@rs84 we’re sorry to hear about this! Unfortunately as this is a glitch we cannot predict when it will occur, our apologies for the inconvenience. 

If you ever encounter issues with a plan change, you can write to us here, send us a private message on social media via Facebook, Twitter/x or Instagram or speak to the Koodo Expert Messaging team via the Koodo Assist and we will gladly look into it for you then.

Hello - I did write to expert messaging team and they were of no help. They pretty much said I have to add it through self serve and I did all troubleshooting. I lost out on this deal because of a system issue. 

Did you tell them there was a glitch or error and you were not able to make the change in self serve?

Yes. I have the screenshots as well. Hoping someone from koodo can help or at least fix whatever issue it is. I feel I lost out on a good deal through no fault of my own. 

Let me flag a rep for you

Hi ​@rs84, we’ve sent you a private message to confirm some details. Please check your community inbox when you get the chance, thank you!