CAN'T LOGIN TO PREPAID SELF SERVE

​@Boa_Guy Koodo - hi there, I still haven’t been able to reset my password after three days’ worth of attempts. I’m not reusing passwords, using common words, using first/last name, or any other common password problems. Please see my thread here for screenshots and more details. Thanks!

​@Darius Koodo No, it still doesn’t work. I was able to change my password, but now I’m getting the “either email or password invalid” message. Still can’t use my phone. 

​@Darius Koodo apologies, I was able to log in after changing the password one more time. Thank you

I’ve tried probably more than 10 times and I cannot login because ”We are unable to process your request at the moment.”

When I tried doing it via the Forgot Password route, I get a different error “The password you entered does not meet the guidelines. Please input a new one.”  but I know for sure 100% that it meets the guidelines.

I tried everything like:

• Cleared cache and all cookies on the website
• Typed in the password manually in both fields instead of pasting it
• Made sure all password requirements are checked
• Made sure I don’t repeat more than 2 letters or numbers or use personal data or have commonly used passwords (this should be in the requirements checklist below...horrible UX)

I’m am basically locked out of my account and will lose service in 2 days because I can’t top-up via self serve, which is my way of doing it every month.

The chatbot is useless in this case so I had to create a post here.

One thing is for certain (maybe it’s a positive,) if we can’t change the password, no one will be able to crack it !

Also having this issue and sadly I misplace or lost my phone so I cannot get a call back. Try calling from friend phone but cant get a human. Cant log in I cannot even reset my password hundreds of attempt with key gen so its totally random all light green in the check for the password but keeps telling me the password format is invalid (cannot use common password) over and over and over how are 8-9-10-11-12 digit AI random key gen password a common password... I can get the reset code in my email so I know its the correct email but cannot reset my password to handle the update lockout you guys did.  Cannot get through to tech support because apparently the only way to do that is to have your phone which was my first problem -_- Dont have the phone. WHY on earth cant you choose to hold. Insane company you have to buy a new phone to talk about your current phone -_- 

I just did a callback from Koodo Assist. 

They said that they are aware of the problem and it will take a few days to fix. I’ll be notified when it is fixed by text. 

I asked if he could reset my password and he said they are no longer able to do that.

​@Darius Koodo 

I just want to confirm that, (regardless of whether I ever am allowed to change my password,)  my auto-pay will still perform as normal ?

I can confirm that I was finally able to reset my password

I’m still getting “We are unable to process your request at the moment.”

Thanks for confirming, ​@SomeHassan 

​@zoonini 

Have you tried to clear the cache and cookies in your browser or try in incognito mode? 

​@Flo Koodo I tried a completely different browser where I’ve never loaded the portal before (Chrome).

Continually getting this error again, even though my password is random and otherwise meets all the requirements. So now I’m back to where I started last week.

The password you entered does not meet the guidelines. Please input a new one.

Screenshot with a shorter pw just for sake of example:

zoonini wrote:

​@Flo Koodo I tried a completely different browser where I’ve never loaded the portal before (Chrome).

Continually getting this error again, even though my password is random and otherwise meets all the requirements. So now I’m back to where I started last week.

The password you entered does not meet the guidelines. Please input a new one.

Screenshot with a shorter pw just for sake of example:

 

I get exact same I have also try totally different device same thing

​@zoonini ​@Perron L René 

Thank you for sharing,

We’ve sent you a PM so we can confirm some more details, please check your community inbox when you get the chance.

​@Flo Koodo Thank you – I’ve responded to the PM!

​@Flo Koodo I simply get a white page with the words “Access Denied” different browsers. Cleared case and so on.

I have the same problem when trying to reset my password. Mine is a brand new account though. I had a porting problem so I have to use e-mail to try to get in since the phone number doesn’t work.

I’m still getting The password you entered does not meet the guidelines. Please input a new one.

I tried yet another browser I haven’t ever used before for the portal, so this is not a cookie or cache issue.

As with every prior time, my password meets the stated requirements.

​@Flo Koodo do you have any idea when this might be fixed so I can log into my account?

Hi ​@zoonini, we haven’t received an ETA but the team is aware of the issue and working to resolve it. We’ve forwarded the information provided from everyone here as well. Our apologies for the inconvenience in the meantime.

How can you change password if you need to set up replacement sim but can’t log in to do so

The new security measures have made it impossible to log in and setup my new replacement prepaid SIM card as I don’t have access to receive verification of phone number because my SIM card stopped working. My account is active. My sim is not. How do I change password via email ?

​@Georgia Koodo I’m still getting The password you entered does not meet the guidelines. Please input a new one. How long will it take to fix this because my number suspended and I haven’t been able to receive calls or messages.

Hi ​@Aglesh Kumar, unfortunately we don’t have direct access to prepaid accounts here and have not received an update or an ETA, apologies for the delay.

If you need immediate access to your account and you have an alternate number you can use we’d recommend contacting our prepaid team by scheduling a call-back through the Koodo Assist 

Hi ​@FuQ, if you do not have an option to send the verification code via email, you’d have to schedule a callback using the link above or visit a store to proceed with the SIM swap. You can check if there is a store in your location here  https://www.koodomobile.com/en/find-nearest-store

Can someone here help change my password please

​@FuQ  As Georgia said, if you cannot get the verification code to be changed to send by email, you’ll need to schedule a callback using Koodo Assist Prepaid: https://www.koodomobile.com/en/help