Accessing Self Serve-Not Accepting Password

Do you have prepaid or postpaid service?

Postpaid.

I see no issues personally. If you like, we can flag a rep to look into your account. 

Please do.  

Go Firgue.  My new password is working this morning.  Maybe there was a system issue last night.  No need to flag a rep for now.

I’ve flagged a rep to assist. 

Ran into this problem again tonight.  Self Serve was not accepting my password which I knew was correct.

What I have discovered is that it’s only on my IPad that I am having the issue.  I can log in via my Windows Laptop and my Android phone with no issue.  But as soon as I use the IPad, I am told my password is not correct.  And it happens with both the Chome and Safari browsers (did not try Firefox).

The IPad is about 7 years old but it is still getting security updates (but probably not for much longer).

Any thoughts as to why I am only having issues logging into Self-Serve on my IPad?  I did try rebooting but it did not fix the problem.

Since you mentioned an older iPad, I pulled out my iPad Air 2 (released in 2014) and tested. My Koodo credential didn’t work on it. It worked fine if I ran on a newer iPad though (I am typing this comments on a newer iPad Air). 

I would try again tomorrow to see if the issue can fix itself. If not we will have to flag it to the technical team.

Tried again this morning.  Same result.

Also tried logging into my wife’s account using the same iPad, again, same result, but no issues using my laptop.  At least I am getting consistent results.

Time for the technical guys to have a look.

My IPad is a 6th generation (released 2018) and it’s running OS Version 17.7.10.  Still getting security updates as far as I know  (had one within the last or two months)

Hi ​@RussKoodoo 

Sorry to hear the issue persists!

Just to double check, this happens on both accounts, yours and your wife’s, only on iPad and is working for both on windows/android?

Are you using VPN by any chance on the iPad?

The issue on my iPad still persists as well. I used it on the same network as other devices/phones at home - no VPN. 

Hi Flo

To answer your questions

1,  it is happening on both accounts, and only on my Ipad.  Both accounts work on windows.  Mine works on Android as well (did not try my wife’s on Android).

2.  I am not using a VPN on any of the devices including the IPad.  

​@Dinh ​@RussKoodoo 

Will you please confirm if you are still having the login issue on iPad today?

Thank you for checking.I just tested on my old iPad Air 2 today, the error is still there.

The error is still there for me as well, tried both accounts.

This issue has now spread to the Koodo Community Log In (I have a Koodo Community login that is separate from my Self Serve Login ).  So I cannot log in to the Community on my Ipad anymore either.  Was having no problems yesterday.

Was also reading a Reddit thread yesterday were an individual is having the same issue with his Apple Laptops when logging into Self Serve (cannot log in on the old one, but no problems on the newer one).

Yesterday, out of interest, I also tried to log into Self Serve on an old Android phone that I use mainly as a clock now (think it has either Android 8 or 9).  Cannot log in with that either.

Koodo seems to have a real hatred for older devices all of a sudden.   Hint to upgrade?

Not sure if any of this will help with a diagnosis (or explanation), but thought I would share just in case.

Thank you for the update, ​@RussKoodoo 

Up until now, we didn’t get an update on this, however, we will let you know as soon as possible.

There was a similar case we had, where community log in didn’t work with email and password.

Just to double check, you are getting the error when yo try to log into the community with the email and password or using the self serve login option in the community login page?

I am getting the error with both my logins.  I have always received the error when trying to log into the community with my Self Serve Account (and password), right from the time I started this thread.

However, I also have a 2nd Log In (long story), same email but a different password.  This was my original Community Login that I set up several years ago.  At the time of set up, there was no Koodo phone service account attached to this Login Email (that changed when moving from Prepaid to Postpaid).  This generally is the login I used for the Community, and it was working peachy up til today.   However, today, it is getting an error too.

So to summarize

Community Login using Self Serve Option (and thus the Self Serve password)-have been getting the error right from the time I started this thread

2nd Community Login, same Email but with a different password, was working up til today, but now its getting the error too.

Hope this makes sense.

Thank you both for all the details you shared here in the thread!

This is still being looked into and we will let you know as soon as we have more details.

In the meantime, we recommend accessing your self serve account on a different device if possible.

Thank you for your understanding!

I am having the exact same issue except no matter what device I use I cannot login… Have tried multiple browsers, devices etc… Only thing that temporarily works is having my account deleted and I set it up from scratch to get logged in but as soon as I try later I am locked out… My password is correct and resetting it will not work. I have reported this issue as well. No resolution yet???

No resolution yet.  And based on the threads over the last few days, it seems the problem is getting worse.  What devices have you tried (I am only having issues with my Apple Device, Android and Windows still work fine).