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!
I am happy to report that I successfully migrated two very long term prepaid accounts today and I am so glad to have waited before attempting them after seeing the gong show displayed in this very long thread! Reddit was full of casualties too.
Using a clean incognito browser and by following the password requirements I didn’t experience any hiccups or issues. The first password I went with worked, and I even chose a different email address for one of the accounts. 👏
I am now confident to green light my relatives and friends on prepaid to go ahead and follow this password reset process. Given how poorly this was executed and supported I will not be recommending Koodo to anyone for now.
I understand there are a lot of moving people and parts in these complex IT systems, but I hope Koodo/Telus has learned from this embarrassing spectacle so things can be smoother next time.
Congrats & thx for the report! Unfortunately still doesn’t work for me :(
Congrats & thx for the report! Unfortunately still doesn’t work for me :(
Sorry to hear that you are still struggling! Don’t forget to utilize the CCTS as necessary. I’m flabbergasted that these issues persist after almost a month!
Congrats & thx for the report! Unfortunately still doesn’t work for me :(
Sorry to hear that you are still struggling! Don’t forget to utilize the CCTS as necessary. I’m flabbergasted that these issues persist after almost a month!
Yes, definitely disappointing and frustrating. Thx for the tip about CCTS.
I’m not as hard-pressed as others, but I will cross that bridge if needs be. I heard mixed reports about calling in, I can wait it out a bit longer but I hope there are techies behind the scenes still working on it. Concerning there’s no ETA on resolving this problem.
I can get to the password reset screen, but then it just rejects all my passwords with that infamous message “The password you entered does not meet the guidelines. Please input a new one.”
I’ve probably tried like 30 or 40 passwords…of different lengths/special characters/etc. Even used a password generator to help. I don’t know if it’s because mine is a fresh account or because I also had a porting problem which made it impossible to receive a text message.
Hoping it fixes itself soon for us unlucky ones :P
+4Hi
Congrats & thx for the report! Unfortunately still doesn’t work for me :(
Sorry to hear that you are still struggling! Don’t forget to utilize the CCTS as necessary. I’m flabbergasted that these issues persist after almost a month!
Still messed for me also. My issue was that for the forced reset, the first password I picked “didn’t meet requirements” (even though it did). I then selected a different, shorter password, and it was accepted.
Now every time I try and log in, the system tells me that I need to “log out first, or clear cookies”. If I try on a different browser, it simply doesn’t accept the password. I tried “forgot my password” to reset it like 3 times, it’s always the same result. The system appears to complete the password change, but still won’t let me log in.
The sheer incompetence of this problem still existing almost a month later, coupled with the inability for a callback to solve anything, is absolutely mind boggling.
At this point, the issue seems solved for most people. Since you’re still getting some issue, I’d do as Georgia recommended and schedule a callback and I’d think on this you’d get more immediate assistance, unless it’s anotehr very difficult fix like the original issue.
At this point, the issue seems solved for most people. Since you’re still getting some issue, I’d do as Georgia recommended and schedule a callback and I’d think on this you’d get more immediate assistance, unless it’s anotehr very difficult fix like the original issue.
I did schedule a callback, 6 days ago. They said they’re aware of the problem and nothing can be done until it’s solved. They will advise me at the account’s registered email once it’s fixed.
Ah you were affected since the original issue happened. Well, I could flag rep to check if there a ré any updates if you like then. Unfortunately there isn't much else that can be done here.
ONE MONTH after this issue first started, I was finally able to update my password.
No idea what part of this rigmarole was the deciding factor, but here’s what I did, just in case it helps someone else:
Hope this helps at least one other person, although it also could be a total fluke. 😂
THIS IS ABSOLUTELY RIDICULOUS. I am having the same problem. Locked out of my account by Koodo, and forced to reset my password. Then when I enter the password and all the checkboxes are “green”, and hit “accept” it rejects the password. I have tried numerous times.
When I tried to talk to an agent it will not let me unless I can login first, which of course I cannot. Through no fault of my own I am now locked out of my account!!
Congrats & thx for the report! Unfortunately still doesn’t work for me :(
Sorry to hear that you are still struggling! Don’t forget to utilize the CCTS as necessary. I’m flabbergasted that these issues persist after almost a month!
Still messed for me also. My issue was that for the forced reset, the first password I picked “didn’t meet requirements” (even though it did). I then selected a different, shorter password, and it was accepted.
Now every time I try and log in, the system tells me that I need to “log out first, or clear cookies”. If I try on a different browser, it simply doesn’t accept the password. I tried “forgot my password” to reset it like 3 times, it’s always the same result. The system appears to complete the password change, but still won’t let me log in.
The sheer incompetence of this problem still existing almost a month later, coupled with the inability for a callback to solve anything, is absolutely mind boggling.
Same problem. Maybe they want to go out of business?
+4Hi
We are sorry to hear you are unable to reset your password.
Just to double check, have you tried the troubleshooting steps shared above in the thread?
When you try to schedule a call back, you should be able to do it without logging in.
Try a password length closer to the minimum. Also try with 2 special characters and use a combo of upper, lowercase and numbers and do not repeat any
How do I schedule a callback? I can’t reset my password as no matter what compliant password I use it says it doesn’t meet the requirements and the AI assistant is of no help to schedule a phone.
I am still experiencing the “log out or clear cookies first” issue… it’s been weeks. Nothing I’ve tried works. Luckily I managed to get basic texting back via use of 611, but I desperately need to log in to add and change boosters etc.
Is Koodo even trying to fix this? Or have they just written off those of us experiencing this issue? If so, I’m happy to leave, but I wish they would just tell us if they are actually intending to fix this issue or not. This is nuts.
+4
We have just sent you a PM, so we can further assist, please check your community inbox when you get the chance.
You’re not the only one experiencing this. I had the exact same problem last month as well. The funds I sent didn’t top up my account, can’t log on to my account, can’t change password, clear cookies, access denied, AI assist is useless, etc, etc. This will be my last month with Koodo. I’ve been a long time user, but this is ridiculous.
+4Hi
We are sorry for the inconvenience caused by this situation. We have just sent you a PM, so we can further assist, please check your community inbox when you get the chance.
I cant reset my password either. It keeps telling me “The password you entered does not meet the guidelines. Please input a new one.” The several passwords I’ve tried are fine and meet all criteria. My account is suspended and will be deactivated tomorrow. I scheduled a call back but the earliest the bot offered is tomorrow. I might be SOL and will loose my number. So may as well change to another mobile service provider. Can anyone at Koodo help me? thanks.
+4Hi
We have just sent you a PM to confirm some more details, please check your community inbox when you get the chance.
A useless chat bot discussion, 4 hours later, 2 phone calls from koodo customer service and I am finally able to access and reactivate my account. but I still couldn't change my password. While I had the customer service on the phone I tried several random passwords but none were acceptable, only the password format suggested by the person on the phone worked. So the password selection problem still exists even after you've logged in. The person on the phone was wonderful: very helpful and patient. The system that Telus/Koodo has created is horrible for customers. If Koodo haven't fixed this problem in a month, they are probably doing nothing about it. Why would they, we are all still paying them even if they don't fix it.
I tried several random passwords but none were acceptable, only the password format suggested by the person on the phone worked.
What is the password format that was suggested by the rep?
The suggested password format was typical:
8 characters = 1 upper case + 4 lower case + 2 numbers + 1 symbol.
Similar to the 5 PWs that I tried, and all were ‘unacceptable’.
The only difference I can see is the suggested PW format had 2 numbers, rather than 1 number.
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