Cannot log in...forced password reset not working

This is what you get on Chrome 

On Chrome and Edge showing that all criteria are met.  This is using an entirely different password...actually gibberish with symbols letters and numbers 

Let me flag a rep to see if there is a fix coming soon. You could also dial 611 to pay if needed.

Thanks much. 

Clearly the security update wasn’t tested well before it went live.  seeing so many people with the issue.  It’s not really an issue of paying (it’s set up to auto pay)  The biggest issue is not being able to check use.  that’s so bad.  

hopefully gets sorted soon.  If not in the next few days I’ll prob call.

Tnx

I tried about 3 different passwords for this, and eventually one was accepted as I shortened them.  Unfortunately, the system still doesn’t let me log in.  Once I tried the ‘new’ password, login would always fail, telling me to “log out first, or clear cookies”.

I used the “reset my password” feature like 3 times, but it makes no difference.  System still won’t let me log in.  Can’t believe that this was an issue in the first place, but to have persisted for over a month after the original forced password reset is just ludicrous.

Hi ​@arcticgypsy88 

We have just sent you a PM, so we can confirm some more details and further look into it, please check your community inbox when you get the chance.

​@chdude3 

We are sorry to hear the issue still persists. Have you tried logging in on a different device and browser with the new password that you managed to changed to?

Yes of course.  Therein lies the problem.  Once I FINALLY had a password accepted by the forced reset system, any attempt to log in is met with “Logout or clear cookies”.  Firefox, Chrome, Edge, both regular and incognito/private mode.  I try using the “reset password” function, and while it appears successful, I’m still left with the “Logout or clear cookies”.  I cannot log into my account.

Callback from last week stated that Koodo is aware of the problem and will email when it’s fixed.  I’m about fed up waiting.

​@chdude3 

We understand how frustrating this can be and we are sorry for the inconvenience created!

Unfortunately, we don’t have an update on our end, however we will post here on community as soon as we hear back.

In the meantime, if you require assistance with managing your prepaid subscription, please let us know and we will do out best to help.

​@arcticgypsy88 have you tried using a clean incognito browser without any extensions or adblockers?

What is the shortest length you have tried? Try with only a couple of special characters and do not re-use any number, letter or character

The shortest I have tried is the required 8 characters (did not reuse any characters).  Just tried in a fresh browser incognito (no addons)

Did tech support for nearly 20 years.  Have not seen anything this bad.  The simplest fix on their end is to have the web team roll back the website to its last working state.  It’s not a  matter of just managing the accounts.  With pre-paid customers they must be able to monitor usage period.  they are going to loose lots of customers over it.

I saw a recent customer who mentioned they were successful when they followed the password requirements but used 2 numbers and only 1 capital letter.

Maybe that’s part of their plan? *shrug*

Lots of job cuts and the organization trying to right the ship could mean a lot fewer people to fix/support and likely more things outsourced to save $ resulting in less than satisfactory quality and outcomes.
 

To be fair, even giants like Microsoft have been grappling with major problems and terrible customers experiences.  OneDrive syncing issues (personal accounts) with shared folders for over 10 months now and the communication has been atrocious.

Let’s hope you and others get resolution quickly!  These threads have become more quiet so hopefully that means most people attempting are successful. 🤞

This is happening to me as well and I’m a monthly customer. My existing password is apparently no longer acceptable, but I can’t change the password. I get the message “The password is not acceptable”, even though it conforms to the requirements outlined on the password reset page. The latest failed password that BitWarden generated for me was kz1zvJMheT5iJQ - in what manner does this violate the rules that you’ve set up?

Koodo has become increasingly incompetent over the last few years and it’s gotten to the point that I can’t continue with Koodo. I’m off to see if I can transfer my phones to Bell.

​@RonC did you try the suggestion I posted above that worked for another customer? 

Hi ​@RonC, please let us know if you still can’t access your online account, we can try to reset it on our end. This will require you to go through the initial set up again. 

We’d recommend trying to access your self serve in an incognito/private page or with a different browser or device as well first. 

Update:   Was finally able to reset my password...yay!!

Glad I did.  I got an automated text saying I was out of data, yet when I logged in I see the Data booster I added last month is barely used.  that’s why we need access to the accounts.  we need to keep an eye on this stuff. Sometimes the automated messages are wrong.
 

• Did a clean install Microsoft Edge on PC
• went to the pre-paid login
• Logged in, and was prompted to reset password
• Went through the authentication steps
• At the new password,
• chose something completely different
• used 5 different letters, one symbol, and three different numbers, and it worked.  

Pretty sure I tried all that before.  Maybe it was the fresh install of a browser that has never been used.  

• I am a prepaid customer trying to switch to direct debit payment.

• I attempted to register for Self Serve, but the system keeps rejecting my new password, even though I followed the required format over 100 times.

• I tried resetting the password, but now I get "Access Denied" or "User Locked" messages.

• I can no longer access my prepaid account at all.

• If this issue is not resolved within 2 days, I will cancel my account and switch to another carrier.

• Immediate action is required.

Have you tried to follow the post by ​@arcticgypsy88 above? It appears the issue can be fixed by users 

I gave up on Koodo - if they’re so incompetent that they can’t get a login working on every browser out there they don’t deserve our business. Hello Bell Mobility!

Clearly not all users.