Error completing checkout to Koodo postpaid (from Public Mobile)

Let me flag a rep to help you out.

For the porting process, she will need to register her Self-Serve account, enter all the required details, reply YES to the text message from Koodo within 90 minutes, and insert her new Koodo SIM card to confirm the number transfer. https://www.koodomobile.com/en/help/moving-your-number-koodo

To assist her, you can download an app that can make or receive calls, such as Fongo, schedule a callback to that number instead, and do a three-way call. https://Koo.do/Chat 

Once the account is set up, you can ask her to provide her authorization to the rep and have you added as an authorized user to make changes to her account.

Hi ​@CC5583 

We are sorry to hear about the issues that you encountered!

Just to double check, are you getting this error when trying to sign up for a Koodo account?

If that is the case, based on the information you provided above, the credit check might not go through due to various reasons.

We recommend double checking the credit check requirements here and contacting Equifax/Transunion if the issue persists.

Is your Mom Completing this in Canada or are you trying to complete this from Germany? Being in Germany may also be a cause for this to fail. You can try using set to Canada.

Does the public line still work and the account is still active? 

Thank you for all your responses.

​@Flo Koodo, regarding the issue of credit check: The credit-check step completed successfully. It failed on the last “Confirm order” step, where the “confirm” button produced no responses. I am trying to see if there is a way this whole process could be reset and I can simply start a new with a less-secure browser (or give my mom the online step-by-step). Otherwise, would there be a way for her to give me the formal consent (from Koodo’s perspective) so that I can simply call Koodo from Germany to complete the process, with consideration of her mobility and hearing+language limitations? Since this is a Public-Mobile-to-Koodo migration, I wonder which customer service team would be able to handle this primarily.

​@Dennis,  regarding the issue of being in Germany, I don’t think that is the issue. I have encountered geo-blocks before, and this does not seem like it.

​@MilkyWay, thanks for the suggestion of Fongo. The three-way call may come in handy if this is indeed a process Koodo would accept. 

It has been a common issue for people who tried to subscribe or change their certain services while staying overseas. I recommend you ask a friend in Canada to help.

If you would like a Koodo rep to assist using 3-way calling to activate, they might charge you a connection fee for it. If you are willing to pay it, I recommend you ask your mom to visit a Koodo store and activate there.