CAN'T LOGIN TO PREPAID SELF SERVE

Hi there!   We have flagged the Callback issue in the Bot.. Team is aware and are actively working on fixing it. 

Thank you for your patience and understanding. 

I have a similar issue. I got the email telling me about the increased security and that I need to setup a new password. When I follow the prompts it wants to send me verification code to my phone number. Unfortunately my account was suspended earlier and so I cannot get the verification code. What do I do now?

UPDATE - I just did it again for like the 100th time and it worked and I’m in. Maybe they just got it fixed!! 
I clicked on “Forgot your password” on the login page. Had the verification done to my email. Entered the number from email and wait for it to verify. Then entered a completely different password than I’ve ever used meeting the criteria. And then it worked and I’m in.

I’m having the same problem as you and Shar. For the past 2 days I have played the stupid game. Get a code on cell, get a code on email. Enter it, to eventually get to a page to enter a new password. Follow exact requirement of letters, upper and lower case and unique symbols only to be told that it ain’t right. I have spent enough (way too much) time trying to comply. I am not going to spend any more time being frustrated by your system. Not deleting caches, trying different browsers, get call back, read private messages and on and on. When you get the bugs out and it is up and working, Reps can post that it is. Until then, I’m done with it. To add to the frustration, I was trying to post this as a new item and part way through, your yellow “how are we doing” popped up and cancelled what I had already, 2 finger typed. Twice !!!

Hi there, 

We are being told that its important to Please follow the password requirements and dont reuse the last 5 passwords or common words

I use randomly generated passwords by the password manager. Did not help.

Thank you ​@discovery for that information. 

I am also having the same problem.  After changing my password, I can’t login and get the following error message: “Logout or clear cookies first”.  The message is the same even after clearing my cookies and changing browsers.

The prepaid customer service rep told me on the phone that they’re receiving hundreds of calls about this bug, and that I should wait a couple days and try to login again.

Forget password logic using e-mail to receive validation code doesn’t work as well, no e-mail sent.

I started working for me. No error message “Logout or clear cookies first” anymore. And I did not do anything. I think it has been fixed on their side. At least for me.

I had a callback but the service rep was no help, the call was dropped, and I can’t make a request for another call back. I’ve paid my bill but it says my account isn’t active and I can’t log on to check. I need my phone for work and this is ridiculous! 

Still not working for me… same error message “Logout or clear cookies first” :(

Worked for me too, discovery. Hopefully it keeps working!

It briefly glitched for me, after I reported success here, when I got the server error 503, and then, on refresh, the dreaded "Logout or clear cookies first" again; but a moment later, I was let in. And it kept working since.  

Hi there ​@Fred C ​@discovery ​@Chimdi ​@StevenRanger ​@TKO ​@Mary Beth MacIsaac ​@Gail Hibbs ​@eugene65 ​@djsimanton ​@Eric Taillefer ​@nmorgan2792 

We have received an update in regards to the situation and it should be working now. Please retry the process and test. 

Let us know how it went. 

​@Darius Koodo Hi I’ve retried several times but I still get the same error saying the reset password does not meet the guidelines. Please help me to check my account regarding this issue ASAP. I would like to provide more information if needed. 

Hi ​@Darius Koodo ,

I tried to login, got message “Access denied”

Tried to reset password using e-mail - e-mail still was not sent.

Patch didn’t fix issue.

​@eugene65 ​@qianyi09  

We want to make sure we check everything. Did you try clear the cache and cookies, restart the browser and then test ? 

​@Darius Koodo Yes. I tried using incognito window but the error message still appears 

Hi ​@qianyi09 as you are getting a specific error message regarding password eligibility, are you following all the guidelines for selecting a new password?  Please make sure all requirements are met and your last 5 passwords or common words are not used. 

​@Darius Koodo @ Georgia Koodo. I had this typed and then that thing appeared to comment on the site and wiped everything out and I have to start again. You need to do something about that. I get the same notice that gianyi gets. I know for a fact I have never used the one I tried previously. I followed all the rules. I’m done until things simplify. Don’t use last 5, I hardly remember the current one. But I do know for almost 100% I have used my current one for years or a very slight variation of it.

I get “access denied” message even in incognito window. This is so frustrating. 

Hi ​@Darius Koodo 

With new chrome session, still same issue:

I tried to login, got message “Access denied”

Tried to reset password using e-mail - e-mail still was not sent.

Patch didn’t fix issue.

Quick update for those that are still having issues with new password being accepted or changed. 

We’ve been advised that it’s important to follow the password requirements. Please avoid reusing the last five passwords, using common words, or including your first or last name in your password.