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Top up voucher problems


My prepaid plan expired two days ago and I bought a $15 Top up voucher today. I tried to use it. It said that it was accepted, but there was a problem (i didn't copy the message exactly). Now my balance comes up as zero, but in [b]transaction history it says the top up went through. Any suggestions? I tried calling *611 but they wont let me through because the account expired.  And I wrote an email asking for help. But I don't want to pay for help to a problem that is a glitch in the system.

7 replies

Userlevel 7
Badge +4
Hmm can you post a screenshot of your first page of the self service (with personal information blacked out)?
I didn't take a screenshot of the first screen when I tried to recharge. This is what comes up when I try to process it now and the transaction screen.

Userlevel 7
Badge +4
Hmm but that doesn't tell me why your plan did not renew. What does the first page mention as to what balance you currently have?
Userlevel 7
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Sophia wrote:

Hmm but that doesn't tell me why your plan did not renew. What does the first page mention as to ...

See the way it looks to me is that you are trying to renew a $35 base plan with $15, but I might be wrong of course. The first page gives more details as to the exact status of your account.
$0 . My plan refuses to renew because it says i have zero dollars in the account. i also am changing the plan from the $35 prepaid to $15 prepaid, but that shouldnt make a difference to my top up voucher registering.
Userlevel 7
Badge +4
Mona Kristevic wrote:

$0 . My plan refuses to renew because it says i have zero dollars in the account. i also am chang...

I'm not sure what the issue is, and you say you're not able to call 611? I suggest you send Koodo a private message on facebook. BTW I still see your plan listed as $35, you need to change that to the $15 plan before you top up. But you are right, your balance should be $15, not 0... So I'm as puzzled as you are!
Userlevel 3
Hi Mona! 

This seems odd indeed. 

If this is not yet resolved, can you please send us a private message on Facebook or Twitter? We'll be able to access your account in hopes to pin point the issue and get this fixed for you. 

Thanks! 

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