Have you tried dialing *611 to pay instead? 

Are you a postpaid or prepaid customer?

How long has your account been inactive?

I been inactive for 2 months, close to the 3th month. I do not wish to be deactivated.

Nope how do I do that

Your line is only active for 90 days, so it is best for you to sort this out as soon as possible. Assuming that you are a prepaid customer, you can also look into getting a top-up voucher or top up instantly at some select locations. https://www.koodomobile.com/en/help/topping-your-prepaid-account

Are you a postpaid or prepaid customer?

I’m prepaid

I been inactive for 2 months, close to the 3th month. I do not wish to be deactivated.

You should be able to reactivate service as you have not gone past the 90-day threshold.

Have you changed debit cards recently?

Are you using an expired debit card?

Nope, I haven’t change debit card and I just the debit card recently. Maybe koodo is having an online issue with their payment system? If online doesn’t work, I will jus top up with other methods that is available.

Here is a link of locations where you can top up your account. Some places allow you to instantly top up with your phone number. https://www.koodomobile.com/en/prepaid-vouchers

I’m able to login and access the Payments area of the prepaid site. Try clearing your browsers cache and cookies or access the prepaid site from a different browser to see if this resolves the issue. Putting your browser in incognito mode sometimes works.

I’ve found Koodo’s payment system extremely picky.  I got it to work by changing Road to Rd which is how my address comes up when using Canada Post address lists.

That is good to know, thank you for sharing! 

@dazzz Were you able to get your prepaid account reactivated?

Hi yes. I’m sorry I forgot to update this thread. My problem was solved by going to the shop itself and telling them about my issue.

My issue was that the information I used was a debit card not a credit card. Therefore, it did not allow me to reactivated my prepaid card. However, now everything works perfectly. 
Thank you for all your help!

Thank you for the update. I’m glad to hear everything works now!