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My prepaid plan hasn’t topped up for over 90 days and so my phone number got deactivated. Now when i try to sign into my prepaid account, a “System Error” message pops up. Is it because my account no longer exists due to inactivity? If that’s the case, I can’t seem to register as a new customer to get a new number and plan. 

Hi @Joshua Injeti 

What happens when you try to register as a new customer?

Here is how you can register for self serve: https://www.koodomobile.com/en/help/registering-prepaid-self-serve

If you have a new Koodo prepaid sim card, you can activate it online https://www.koodomobile.com/en/help/activating-your-prepaid-phone

If not, you will need to visit a Koodo store and get a new prepaid sim card.

Hi there! Thanks for your reply.

So I noticed that once an account is not topped up for more than 90 days, the number along with the email and password associated with that account gets suspended. In simpler words, you CANNOT even sign into your account  

The fix is to get a new sim and associate a NEW/DIFFERENT email address with it. 

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