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Can't log in, required password reset won't work

A

I’m at my wit’s end. For 3 days I have been trying to do the required password reset to log in to my prepaid account. I need to top up the data. I have tried DOZENS of times and it WILL NOT WORK. I jump through the hoops to get the verification code sent to my phone, and then to my email, and get to the page where you enter your new password. It shows all the criteria have been met (all lines are green with check marks) but when I click “reset password” it shows an error saying password criteria not met. I have tried multiple different passwords and NONE of them work, they all get the same error. I can’t access my account!

*edit to add: I have also tried in multiple browsers - Google Chrome and Microsoft Edge. They both do the same thing.

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5 replies

A
  • Alaina Dugas
  • Author
  • Connector
  • 3 replies
  • March 7, 2025

I have also tried in multiple browsers - Google Chrome and Microsoft Edge. They both do the same thing.

Marie-Claude Lessard
1 person likes this
  • Marie-Claude Lessard
    Marie-Claude Lessard
Boa_Guy Koodo
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Hi there ​@Alaina Dugas 

 

Quick update for those still experiencing issues with resetting or changing their passwords.

We’ve been advised that it’s important to follow the password requirements. Please ensure that you’re not reusing any of your last five passwords, using common words, or including your first or last name in your password.

Hope this helps!

Please let us know. 

A
  • Alaina Dugas
  • Author
  • Connector
  • 3 replies
  • March 7, 2025

It doesn’t. I’ve tried multiple different passwords, none of which are reused, common words, or including my name at all. None work.

Marie-Claude Lessard
1 person likes this
  • Marie-Claude Lessard
    Marie-Claude Lessard
Dinh
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  • Dinh
  • Mobile Master
  • 17364 replies
  • March 7, 2025
Alaina Dugas wrote:

It doesn’t. I’ve tried multiple different passwords, none of which are reused, common words, or including my name at all. None work.

it is quite tricky, as password reset is accessible only by customer. 

I would try to use the private/incognito mode of the web browser to see if that can help. Also, use windows or Mac password generator to see if that can help.

If you need top-up urgently, you could also dial *611 and top up with your credit card

A Koodo customer, opinions are my own.
D
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  • Dennis
  • Mobile Master
  • 29070 replies
  • March 7, 2025
Alaina Dugas wrote:

It doesn’t. I’ve tried multiple different passwords, none of which are reused, common words, or including my name at all. None work.

This is a recognized issue that is currently being actively worked on.

Please refer to this post to check for any updates

https://community.koodomobile.com/self%2Dserve%2D66723/can%2Dt%2Dlogin%2Dto%2Dprepaid%2Dself%2Dserve%2D7830101

 

Mobile Masters are not Koodo Employees. Our opinions are our own. But consider us Super Users who can answer your questions or at least point you in the best direction to resolve your issues. https://community.koodomobile.com/mobile-masters-231240/mobile-masters-faqs-6831949

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