cant reset password at all

This is a known issue and Koodo is working on a fix

Okay so I guess I just don't have a phone? I also can't gain access to the 611 as all of my 4 digit codes are not working. Your support won't talk till tomorrow and I have no way at all of paying. This is some insane level disorganization and just makes me want to leave this company. What company makes it so there is no person you can call, do you not want money? Seems we are making tech that we can't even develop firmware for. 

Hi there ​@Keith shannon 

Our team is investigating the situation. Can you try to set up a password that was not used for a while and instead of one special character place 2 different ones within the password ? 

We also sent you a private message requesting a few details. Feel free to respond whenever you have the time. 

I've already used a completely different password but I will try with two different characters and definitely forget it. 

Nope doesn't work. 

Awesome now even the call back won't work. I answered two times and it just hung up 1 sec after answering. I guess Koodo doesn't want to be a business anymore. 

Did you say anything after picking up the call? You may want to schedule a callback and try again.

For anyone having this issue, you can only reset your password on your phone. If you do it on your laptop/PC it won’t work.

​@marek0101 still doesn’t work on phone, tablet or laptop on my end, unfortunately. You can also see the OP’s screenshot is on a phone.

​@zoonini Maybe you are using the wrong website, my phone shows Koodo so I reset my password on koodo prepaid.

Yours shows Telus maybe there is a different website for Telus prepaid customers. That’s only thing i can think of.

​@marek0101 Lol I know who my mobile provider is. ;-) Koodo is owned by Telus and that’s what  shows on the phone… it switched at some point in the last couple of years. Was finally able to reset it (on my computer) - details here

​@zoonini    Obviously there is something wrong, I wasn’t able to reset my pass on my laptop and it worked on my phone. Chrome browser, no VPN. I guess people need to try both, phone and computer and see what works for them. Anyway it’s great that you able to fix the issue. 

Do you have any extensions or adblockers on your laptop browser?  Did you try using incognito no extensions running?

When you successfully changed it using your phone, was it using chrome browser?  And were you using Koodo’s mobile data or wifi network your laptop was using?

​@Chrisowhy On my laptop I do have adblocker but I did not turn it off, didn’t think of that. I did not try incognito.  On my phone I was using chrome browser and was connected to my home WIFI, the same as Laptop. I was not using Koodo’s mobile data.

​@marek0101 thanks for the details.

incognito is a must...even with other Telus brands like Public Mobile.  And definitely turn off adblockers.

I had zero issues (so far) migrating 2 lines using this formula.