I just activated a prepaid plan for my Son to use, I could login when I activated the phone. When I went to log in to top up I got USER LOCKED because I got the password wrong. I tried resetting the password AND waiting 24hrs, and Called a koodo rep, yet they can not undo the USER LOCKED, Has anyone managed to fix this issue?? I only had it a month and I'm frustrated I cant login. koodo says to wait but I have over 24 hrs. Am I locked out forever? All they say is dial *611 to top up. Ok, but I want my self serve to work and I cant get it going. I've cleared data, tried a laptop, tried different browsers yet I still cant log in. Koodo Needs to get this FIXED, so Users can relog in.
Solved
USER LOCKED ISSUE PREPAID - Koodo rep called, issue not resolved
Best answer by Dinh
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
+4Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
+4Hi
We are sorry to hear that you are having issues with the self serve access!
Unfortunately, we have limited access here on the community when it comes to prepaid related inquiries.
Did the rep suggest any further steps regarding the self serve access?
When resetting the password, are you still told that you are locked out?
Are you able to try registering for self serve with a different email address?
https://www.koodomobile.com/en/help/registering-self-serve
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
Hi
We are sorry to hear that you are having issues with the self serve access!
Unfortunately, we have limited access here on the community when it comes to prepaid related inquiries.
Did the rep suggest any further steps regarding the self serve access?
When resetting the password, are you still told that you are locked out?
Are you able to try registering for self serve with a different email address?
https://www.koodomobile.com/en/help/registering-self-serve
I haven't tried to register under a different email address. I could try that later on tonight and see if that would fix it. The koodo rep told me they couldn't do anything that they were limited, and all I could do is wait it out. I waited over the time limit they suggested, and it still doesn't work
+4Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
I cant log in to change the email. And on call with the rep they said to wait it out even though ive waited over 24hrs. My topup will run out on june 25 and im scrambleing with little to no help. The rep just said top up by *611, but that doesnt give me acess back to my self serve online which is what I want!
+4Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
I cant log in to change the email. And on call with the rep they said to wait it out even though ive waited over 24hrs. My topup will run out on june 25 and im scrambleing with little to no help. The rep just said top up by *611, but that doesnt give me acess back to my self serve online which is what I want!
We are aware of it, but the issue is the limitations of the forum. We are mostly customers like you are and rep in the forum had limited access to prepaid accounts. I would recommend you wait and try again in the later afternoon. If that doesn’t work, you might have to schedule a call back from a prepaid rep www.koodo.com/prepaidchat
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
I cant log in to change the email. And on call with the rep they said to wait it out even though ive waited over 24hrs. My topup will run out on june 25 and im scrambleing with little to no help. The rep just said top up by *611, but that doesnt give me acess back to my self serve online which is what I want!
We are aware of it, but the issue is the limitations of the forum. We are mostly customers like you are and rep in the forum had limited access to prepaid accounts. I would recommend you wait and try again in the later afternoon. If that doesn’t work, you might have to schedule a call back from a prepaid rep www.koodo.com/prepaidchat
The joys of technology, I know its not the Reps fault or anyone really, but my own i forgot the password. Im hoping eventuallu something works 😅
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
I cant log in to change the email. And on call with the rep they said to wait it out even though ive waited over 24hrs. My topup will run out on june 25 and im scrambleing with little to no help. The rep just said top up by *611, but that doesnt give me acess back to my self serve online which is what I want!
We are aware of it, but the issue is the limitations of the forum. We are mostly customers like you are and rep in the forum had limited access to prepaid accounts. I would recommend you wait and try again in the later afternoon. If that doesn’t work, you might have to schedule a call back from a prepaid rep www.koodo.com/prepaidchat
The joys of technology, I know its not the Reps fault or anyone really, but my own i forgot the password. Im hoping eventuallu something works 😅
REGERSTERING WITH A NEW EMAIL WORKED!!! THANK YOU SOOOO MUCH!!! BIG HUGS, THANK YOU!!! 🫂🙏🫶
Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
THIS RESOLVED THE ISSUE 🫶
+4Hi
That is frustrating. Just to confirm, when you tried to do the reseting of the password, were you on a VPN network or a satellite internet? As well, have you tried to use a different device with incognito mode to see if that can help?
I get the same USER LOCKED message eveb in incognito on a different device
It was a bug. Koodo mentioned it was fixed a while ago. You could try to use a different email and a totally different password style to see if that can help. Some reported it worked.
THIS RESOLVED THE ISSUE 🫶
I'm happy you got it resolved. Cheers
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