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Self Serve

All discussions about Koodo Self Serve.

  • 481 Topics
  • 2,034 Replies
476 Topics
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arcticgypsy88Organizer
asked in Self Serve
Cannot log in...forced password reset not working

I see that this has been an issue for a while. How am I supposed to manage my pre-paid account. I cannot track use at all. If you cannot fix it, you need to remove the password reset requirement until you do. We need to be able to manage our accounts. PS: I tried talking to Chat, and it kept telling me to “Reset your password” lol What I have tried: I have tried Chrome, Firefox, Microsoft Edge on two different PCs I have tried Chrome, Firefox on my phone When I try on Firefox I get “We are unable to process your request at the moment” When I try on Chrome or Edge I get “The password you entered does not meet the guidelines. Please input a new one” No matter what password I enter….even gibberish. It checks off all the criteria, click reset password and same issue. If this is not fixed soon, I’m going to have to go to a new provider. We have to be able to manage our accounts. Especially with pre-paid when you have to keep track of your use. This is what you get on Firefox ​​​​​​​

23523
Allan M
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Shannon.PBeginner
asked in Self Serve
koodo Internet “order being Processed”

I signed up at a Koodo for internet two weeks ago. I was told the router and modem would be there within 5-7 business days. I see the subscription on my self-serve, but it’s set at Order being processed. Not sure what I should do. I already had to contact customer service cause I was charged my processing fee twice. I mentioned it to them, they told me to wait and they would check back in with me in a week. I received the email to say my order was approved, but nothing in shipping info or anything. I also noticed the day I signed up that I was charged the price for the internet. But I’m not even set up yet aha. How long should I wait? Thanks in advance!

876
Allan M
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JustMcCoyBeginner
asked in Self Serve
Unable To Change Plan Because Pick A Perk Keeps Failing

Hi, trying to change my plan to the $29.99 monthly option. If I set up auto pay. When I select rollover data for my perk it fails. I have tried multiple times for the past 4 days and it fails every time. Please fix your website and services.

365
Georgia Koodo
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bNutCoach
asked in Self Serve
Call History Summary

'm trying to make a summary of call history received from a particular number. Is there a way to do that, or do I have to manually go through call history?

243
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Mohamed Amr
Mohamed AmrBeginner
asked in Self Serve
User Locked prepaid

I am trying to log into my prepaid account but it will not let me. I have reset my password on both my iphone and laptop and tried to log in from both on two different search engines but it still says user locked when I am positive im writing everything correctly.

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Allan M
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irisjinBeginner
asked in Self Serve
cannot choose a perk while resume regular service from seasonal hold

My line is on seasonal hold. Now I wanted to resume regular service, so I went to self serve and choose “resume regular service”. I chose a plan, and when asked to choose a perk, I chose one, then it says “It looks like you can’t choose a perk right now” and says I could try again after one hour. I did this several times and the same result. I tried koodoo.com/chat but no use. I asked a callback, but it says my number is on hold so they cannot call me. What can I do? Can any help please?

163
Flo Koodo
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TheJavisBeginner
asked in Self Serve
coaxial

A few days ago I order the new home internet service, the operator told me that I did not need a visit from a technician.Today, when I got my modem, I realized I don't have a coaxial connection in my new basement.I tried a lot times to make an appointment but I have no response. :(

618
Flo Koodo
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bbobBeginner
asked in Self Serve
email change

I don't have access to the email anymore I set up the account with

161
Dinh
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A FBeginner
asked in Self Serve
Getting error because phone number area code doesn't match address on file.

I am getting an error message that reads: “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. No worries—there are a few ways to fix this!” If I click for more info, I get: “It looks like the province in your account billing address doesn't match the one associated with your phone number. The provinces need to match so online orders show the right products, prices, and taxes. Don't worry, you can still upgrade a few different ways. Change your phone You can change your number in Self Serve so it matches the province of your billing address. This lets you continue your purchase online. Connection fee waived TODO” If I go to select a new phone to purchase I an unable to purchase and instead get a message that reads: “You cannot complete your upgrade online. To continue with your upgrade, you can schedule a callback with Koodo Assist or Find a store.” When I called for information about this, I was told by a koodo repres

52636
Georgia Koodo
C
ChimdiBeginner
asked in Self Serve
CAN'T LOGIN TO PREPAID SELF SERVE

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!

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hurryupmoveitConnector
asked in Self Serve
Can't find log in after switching Koodo

I’m unable to log into my account after switching from Koodo. I have tried to reset my password but no email is sent to my email. Can someone please help?

7010
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ramblingroadOrganizer
asked in Self Serve
no tech support today

poor wifi and no tech support today. Unacceptable customer service. No reason that a phone number can’t be placed in a que with regular updates when a callback will occur. The useless customer service chat bot is a joke

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g-forceOrganizer
asked in Self Serve
Days later & still getting "We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. "

“We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. No worries—there are a few ways to fix this!” My province and my phone # MATCH and have never been changed. I’ve tried clearing cache and cookies. Doesn’t help. Really frustrating. I don’t want to sit waiting for a phone call. I’m not at home and can’t talk with a CSR while I’m out and about. I can provide my phone # and billing address (both in Ontario). I can even sign into my account online if someone from Koodo wants to take a look.

373
Flo Koodo
Z
zooniniAmbassador
asked in Self Serve
Another prepaid password reset failure :)

Hi there – I don’t know if you prefer we open separate threads for this issue or add to someone else’s, but... I’m yet another Koodo prepaid customer reporting an inability to reset my password following the forced password update. Two days ago, I was getting a message that my password didn’t meet your requirements. (This error was incorrect, as my password did indeed meet all the requirements. I use a random password generator and verified during each of my dozen or so attempts that the requirements were met.) So I gave up and decided to try again another time. Yesterday and today, there is some improvement – I no longer get the error message about not meeting the requirements, but now there’s a new error: We are unable to process your request at the moment Eagerly awaiting a fix for this, along with everyone else :) Step 1 - enter password that meets the requirements (the pw is never accepted by the system, soI’m not sharing anything sensitive here) Step 2 - submit password

39415
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ramblingroadOrganizer
asked in Self Serve
poor wifi coverage and unstable internet speed

why does the Telus Boost Wi-Fi 6 Lite not reach upstairs. Router and Modem separate units so ne reason to have such weak coverage

322
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ramblingroadOrganizer
asked in Self Serve
Internet equipment support

LAN light does not go on router - reset did not work. How to trouble shoot because internet not working

498
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maccapBeginner
asked in Self Serve
How to connect Bell DSL to Koodo coax router

I live in a condo using Bell internet via DSL. I don't have a coax cable and cannot connect to the Koodo router/modem. Any suggestions

211
Flo Koodo
Avas Pakrashi
Avas PakrashiBeginner
asked in Self Serve
Password reset does not meet guidelines

Forgot my password. can not reset. Everytime its showing “The password you entered does not meet guidelines, please input new one”. Tried many passwords. Not working.

1497
D
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Austen BlackmoreBeginner
asked in Self Serve
shere with family and friends

I need help with Shere with friends get on Koodo too

171
Dinh
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LorisBeginner
asked in Self Serve
ERROR CODE - 4001

Each time i try to purchase a phone, i get this error after entering credit card: Our systems aren't able to process your transaction at this time. Please try again later. Getting tokenization error. ERROR CODE - 4001 I have been retrying every day for the last five days

323
Boa_Guy Koodo
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Mace SowellBeginner
asked in Self Serve
Crunchyrool Activation Link has expired

I just subscribed to Crunchyroll through Koodo and when I try to activate it I get an error message that says Activation Link has expired. This activation link has expired. Please contact Koodo and request a new one. Then there is a link to the Koodo QA page, I’m not sure if I’m suppose to ask here or what?

514
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armenzgConnector
asked in Self Serve
Schedule call back

I’m trying everything I can to schedule a callback, however, I always end up on a Messenger conversation with Koodo and I never get any replies. Is there any alternative?

11011
A
Z
Zac213213Beginner
asked in Self Serve
Problem when resetting password

Since Koodo upgraded their self serve service, I have had a problem when I try to reset my password to prepaid account. It either says unable to process or password doesn’t match guildline. Is anyone else having same problem?

1034
Georgia Koodo
Rebeca Franco-Gomez
Rebeca Franco-GomezBeginner
posted in Self Serve
"The password you entered does not meet the guidelines. Please create a new one"

I tried login into my prepaid self serve but it asks me to create a new account for some reason. I tried creating the account, it asks to verify phone number and email using codes. Then when it's time to create a password, even if I follow all the guidelines, and even if I use the google generated safe password, which is a code so it's definetely not a common password it still shows the same message: "The password you entered does not meet the guidelines. Please create a new one" What's the solution here?

1041
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MasxBeginner
asked in Self Serve
reactivate my cell phone plan

Hi there, I tried to reactivate my cell phone online. However, the Koodo website didn’t respond, and kept popping up error page.

91
Allan M

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