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Asked to enter a new email address in Self Serve


I logged into my account a few weeks back to check my account balance and everything was fine. I log in an hour ago and I'm automatically prompted to add a new email address. Then I do that and get a confirmation email and click on that link. I try logging in with my 'new' email and its again prompting me to change my email. What's going on?

7 replies

Userlevel 7
Badge +4
They're working on the system right now so that could be the issue, give it a day or two and it should be fixed. If not then give customer service a call.
Userlevel 6
Self serve is working just fine. I don't think they are working on anything. They normally out up a message when they do. Tai, you may have used a different email address the last time you logged in, that's why you get that message. At least that's what I think base some other people going through the same issue as you.
Userlevel 7
Badge +4
Chris Petersens wrote:

Self serve is working just fine. I don't think they are working on anything. They normally out u...

They have been working on it, remember I have the inside scoop 😉 I'm not saying that's the issue 100% though just a possibility since they have used self serve before with no issues so it can't be the way the account was set up.
Userlevel 6
Chris Petersens wrote:

Self serve is working just fine. I don't think they are working on anything. They normally out u...

You may have the inside scoop, but I was at a koodo store today. 🙂 The only maintanance they had for this weekend, according to their memo, is for prepaid customers, but that was over this morning.
Userlevel 7
Badge +4
Chris Petersens wrote:

Self serve is working just fine. I don't think they are working on anything. They normally out u...

You are correct I just heard system maintenance not exactly what area.
Hey, I'm having the exact same problem! And it's really annoying. When I log into Koodo Self Serve the only things I can do are: change my email address, password or security questions, or link accounts. I just transferred to Koodo about 3 weeks ago, so I haven't yet successfully been able to use the Koodo Self Serve (but I didn't try using it until last week). Anyone have any suggestions on what to do? I would really like to check how much data I've used. Thanks!
Userlevel 4
For those that are asked to enter a new email address... Call Koodo as the Self Serve may be set up as an ACCOUNT MANAGER instead of ACCOUNT OWNER. Common thing that happens but definately an easy fix. It would be recommended to call when you are at your computer using Internet Explorer or Mozilla Firefox browsers. The troubleshooting for this shouldn't take more than 5 minutes at best. They would delete the current profile and send you the set up email to re-register. Make sure the agent stays on the line while this is being done in case you run into any snags along the way.

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