CAN'T LOGIN TO PREPAID SELF SERVE

Chimdi wrote:

Am I the only one experiencing this?

I’ve tried clearing cookies and cache, multiple times, I might add.

Tried it on Chrome and Edge, tried using my laptop, and two different phones, tried using incognito mode, even tried to reset my password but only getting, “We are unable to process your request at the moment.”

It’s really frustrating!

I can’t sign in either.  Said my credentials were wrong.  Set up a new account and still can’t sign in !!!!!

Same issue and cannot get any actual assistance from this useless AI garbage assistant.

Hi ​@Chimdi ​@StevenRanger ​@TKO 

Thanks for sharing!

Can you please check again and let us know if you are still encountering issues with the self serve login?

Thanks but it's still not working 

Thanks for checking!

Just to double check, have you tried in a different browser or in incognito mode? 

Okay, so I've been able to login but can't add a card to pay my bill. I keep getting an error message. I've tried both credit and debit cards 

I’m having the same issue.  I changed my password as required but can no longer login, I get the “logout or clear your cache” message.  I’ve tried on different browsers and on my phone, same message.

You may want to schedule a callback through Koodo Assist and speak with a rep to assist you with the Self-Serve account. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html

Still does not work.

If I type the new password, I get “Logout or clear cookies first”.

If I try some incorrect password, I get “Either email or password invalid”.

So, the new password is clearly recognized, but it does not let me in.

I tried clearing cookies, did not help. Tried the incognito mode, same error.

Hi ​@discovery, you can also try to log in using a different browser or device. If you still have no access, we’d recommend you schedule a call-back through the Koodo Assist so our prepaid team can reset your online account. 

Same issue on Android and in Edge on Windows. Will schedule a call-back tomorrow.

Koodo, having the same issue.  You should really test your updates before putting in place.  This is very frustrating.

If I try to schedule a callback, the chatbot simply says it does not undersantd me. What a fiasco.

It wants me to login in in the chat to schedule a callback. But I cannot login. Would somebody be able to assist?

Ok, scheduled a callback on my monthly account to talk about the prepaid login issues. Even that took a while to convience the chatbot I need a callback.

Unfortunately I’m not able to schedule a callback. The link you provided takes me to the chatbot and when I try to schedule a callback this is the response I get:

I’m having no issues getting the assist to let me schedule a callback for numerous issues. I just cannot directly ask the prepaid assist for a callback. You can say account locked on the prepaid assist to get the option.

Try “schedule call” to see if it works.

I am on hold right now with Koodo. Waiting for the prepaid secialist.

This clearly needs to be escalated to backline engineers. It is not a one-off issue.

Guessing what magic words to tell the chatbot is not an answer. “Schedule a callback” works just fine on the monthly account after authentication. But customers need assistance with a prepaid account where they cannot log into, and “schedule a callback” there simply does not work.

After I changed my password based on recent instructions I can’t login to my account anymore.
Password reset doesn’t work either.

Please help.

Well, it’s not what the answer should be, but it is the answer when it’s partially restricted in how to get  a callback scheduled. It’s certainly something that should also be enabled the same way it is on postpaid, but prepaid tends to be the red headed step child of Canadian telecomms.

I’ve flagged a rep to assist.

I’m using the chatbot options to try and schedule a callback and they’re not working.

Let me flag a rep to help you out.

The rep on the phone somewhat vaguely confirmed about the known issue with the new login system. He is opening a new internal support ticket now. They will look into this, and will call me back tomorrow. I did mention this thread as well.