Trying to help my grandmother who has a Koodo pre-paid account. She is using the correct email (the one she signed up with) and the same password that has always worked before, and is unable to log-in. The error message says, “Email or password is incorrect. Please try again, or reset password.” We have tried to reset the password multiple times, selecting both the email or phone number option with no success. No code that allows the password to be reset is ever sent. She has never has a different email address or a different cell phone number. Any assistance would be appreciated. Tried everything I can think of so far.
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Has she ever logged into her prepaid self serve successfully before?
What are you trying to do in self serve?
@ Dennis - Yes, she has logged in successfully many times previously. She needs to update her credit card on file.
Is her line still active and working?
Try cleaning your browser's cache and try logging in and selecting forgot password again
@ Dennis - The phone is saying “no service” so no, I don’t believe it is still active. I think because the credit card has expired and needs to be updated. This happened some years in the past, and we were still able to log on to the account and update the credit card to get it working again.
When did the phone stop working?
If you don't top up your prepaid account with an active baseplan, the account will expire
@ Dennis - It’s very possible it has been over 30 days, and the account has been suspended. The info in the link suggests that we can top-up and purchase a base plan again, but we can’t log on to do this.
Has it been over 90 days? The account is deactivated after 90 days without a baseplan
@ Dennis - that may very well be the issue. She doesn’t use it often. Thanks for your help!
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