My husband can't access his Koodo account. When choosing "forgot password", he does not receive the reset email (he is using the same email address his bills get sent to). When choosing "forgot email address", it says "information entered doesn't match our records", all info is entered correctly and he has tried lower / upper case letters. We get billed for his cell phone every month and his phone works, so we know it's active. The place we bought the phone from says they don't assist with Koodo accounts beyond first setup. What should he do? He needs to make changes to his account.
Question
Can't access account
+4Do you have another device to test the self-service account login? Can you clear the cache of the browser or use the invisible mode to see if that can help?
As well, I assume you didn't use VPN and you are accessing Koodo page within Canada?
Do you have another device to test the self-service account login? Can you clear the cache of the browser or use the invisible mode to see if that can help?
As well, I assume you didn't use VPN and you are accessing Koodo page within Canada?
We have tried on two different devices, the browser on my laptop and the app on my husband's phone. Yes, we are in Canada
Are you on prepaid or postpaid?
When did you last successfully login?
He is a postpaid customer, and he has never successfully logged in. We want to put our daughter's phone on my account instead of his for that reason, but need to access his account to do so!
+4Do you have another device to test the self-service account login? Can you clear the cache of the browser or use the invisible mode to see if that can help?
As well, I assume you didn't use VPN anare accessing Koodo page within Canada?
We have tried on two different devices, the browser on my laptop and the app on my husband's phone. Yes, we are in Canada
So just to confirm, since the error was "the information entered doesn't match our record" have you doublechecked your email address to see if that was the correct one?
As well, is there any Koodo/Telus in your area (not the 3rd party one)? They should be able to check your email of the account and to see if the account is in good standing.
Since they have never successfully logged in, in the past, Have you tried registering for a new self serve account?
Login to the community
No account yet? Create an account
Login using your Koodo Self Serve Login using Facebook
or
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.