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!
How to get verification link to change password via email
They can’t until tomorrow evening and I have no phone
+4The only other thing I can recommend, sometimes if you click to send it as an sms first, it will then let you send it as an email after the 60 seconds have expired. Past that, it would be waiting to reach out to customer service unfortunately.
It looks like our family has encountered the same or similar problem. One of our accounts updated just fine, but the other got messed up and now we cannot get into it.
The first time under the new system, I was able to get into the system, but used an email address that wasn’t the same as when we set up the account years ago (we own the domain and have a bunch of email addresses we use to limit tracking and improve security). At that point I tried to change the email address of the account back to the one originally used, but it gave some sort of an error, perhaps saying that email address was already in use. Now, when using the new email address and the new password, it gives an “access denied” error, but the new email address and an incorrect password gives a “username or password is wrong” error, as expected. This seems to indicate that the new email address and new password are valid.
Trying a password reset using the phone number gets me the code to the phone, but the system says my password does not meet the requirements (even when it does, and has not been used before.)
Password reset using the new email address does not get a code sent.
Password reset using the old email address does get a code sent, to both the phone and the email address, and the email message with the code contains the account number and phone number (at least the last few digits) which seems to indicate that the old email address is more valid than the new email address, but again, the system says the new password is unfit.
OK, while composing this message, I went and double checked stuff to make sure I was correctly explaining my woes - lo and behold! Resetting the password using the phone number got me the code, the system accepted the new password, and I was able to log in using the old email address and this new password!
Ten hours of pain and anguish seem to be over!
14 days and they can't fix this issue are you kidding me? I'm giving them 2 days before I'm leaving for a better company. This is insane.
It’s insane that it’s not working …. it’s been 2 weeks since people have problem with their password… Since they decide to upgrade their password system , Koodo just let every customer down. Cannot help anyone, doesn’t fix their problem.. seriously ?
I will look for another company if they don’t fix the issue for my nex payment… ridiculous
If you are unable to login to your prepaid self serve to top up, have you tried to top up via calling 611?
I have been trying to change my password for the past 2 weeks, and it has not worked.
Koodo, where the hell are you with feedback on this, or better yet, a fix? I’m traveling soon, and need to check my booster status. I may need to add boosters during the travel.
How can you let an IT problem like this stretch on for WEEKS???? Roll it back, or delay the password change until you fix the issue.
Do I need to port my number to a competent company?
What the hell is going on here? This feels like a cyber attack at this point, and they are trying to hide it.
If the issue is not resolved before your travels
They don’t have any control over the issue you’re having as they’re just sales, however, they could bring up your koodo prepaid account and let you know of you current booster status and if needed, add any additional boosters before your trip.
They should at least be providing regular updates on progress, but its radio silence. Where is the explanation? Where is the ETA on a fix? I’ve read back in this thread where they expected it to be fixed in a few days, but that was weeks ago. They are on fire, and it’s like they don’t care.
+4Hi everyone,
Unfortunately, we don’t have an ETR at the moment, however the support team is currently working on it and we hope to have a fix soon.
We are sorry for the inconvenience created!
They should at least be providing regular updates on progress, but its radio silence. Where is the explanation? Where is the ETA on a fix? I’ve read back in this thread where they expected it to be fixed in a few days, but that was weeks ago. They are on fire, and it’s like they don’t care.
And they are about to lose alot of people. Me being one of them.
If you are unable to login to your prepaid self serve to top up, have you tried to top up via calling 611?
I can't do that because none of my 4 digit codes work at all. This leaves me with the only option of getting a code from a store or going to a Koodo store and hoping they can do it. Which I will try and do at the end of the month if this is not fixed.
I have been trying to change my password for the past 2 weeks, and it has not worked.
Koodo, where the hell are you with feedback on this, or better yet, a fix? I’m traveling soon, and need to check my booster status. I may need to add boosters during the travel.
How can you let an IT problem like this stretch on for WEEKS???? Roll it back, or delay the password change until you fix the issue.
Do I need to port my number to a competent company?
What the hell is going on here? This feels like a cyber attack at this point, and they are trying to hide it.
If you decide to change companies check out Public Mobile (also a Telus Company). Their prepaid plans are much superior to what Koodo offers. I don't know where you are traveling to but they have 5G Canada-US-Mexico plans. Right now 20GB for $29 (offer ends today) or 60GB for $35 (3rd month free). My husband is on a 75GB for $35 (Can-US-Mexico) which I upgraded him to a few months ago during a sale.
He also calls the US often so it is nice never having to buy boosters in addition to being able to travel North America without boosters.
Here’s an update on what I’ve accomplished…
On Friday, i entered “schedule callback” into the chatbot as many times as necessary for it to do it.
I did get a call back from a human at around the scheduled time, which is great. We go about trying to change my password with no luck. The rep figures out that my account is locked and says he’ll call me back in a 2 hours, by which time I tried not to be too many beers deep.
He called back 2ish hours later, but my account was still locked, so he says that he’ll call me on Saturday.
He calls on Saturday (good record on callbacks so far). My account is unlocked, but I still cannot change my password. The rep resets my password and texts me a temporary one. I thought I read that prepaid customers’ passwords could no longer be reset earlier in this thread, but it worked. I am now able to log into my account with the temp password. Yay!
The downside is that I’m stuck with the not-so-secure temp password, because...wait for it...I still can’t actually change my password. This seems to be the thing that’s broken. I can, however, get into my account for now, so it’s a partial victory.
This is utterly ridiculous. Myself and another family member use Koodo prepaid, and we’ve been unable to access either of our self serve accounts for OVER THREE WEEKS. How incompetent is the IT team here, did your interns use AI coding? Our passwords were already beyond secure, there was no need to change them. However this process has messed everything up.
The fact that this process has locked people out of their accounts, which is REQUIRED for a human callback, is also beyond ridiculous.
Is there any further update from Koodo?? Cause we’re already looking at other providers now.
I too am considering other providers – this is a ridiculously long time to not be able to log into my account.
A staff member offered a callback in a PM, but that is not helpful unless my password can be reset. Also,
The rep resets my password and texts me a temporary one.
I was told on my call back that they “could not do that anymore.” (reset someone’s password) I understand if that’s your policy for security reasons (and agree with it) but why are some folks able to have this done by a rep and others aren’t? Especially when there seems to be no other workaround?
+4Well I had a callback. Nothing against the CS rep to whom I spoke, as she was lovely and polite. However the only thing she could say is that technicians are aware of the issue and are working on a fix. While I understand this is barebones prepaid service, there was also no offers for any kind of restitution.
I’m sorry, but this amount of time to still have people locked out of their self-serve account is unacceptable, particularly coupled with the lack of support. It’s like Koodo doesn’t want prepaid customers. I will be advising anyone I can to avoid Koodo prepaid, and will be speaking to my other family member to recommend they port out.
Done then peace out. Man these devs really know how to make really crappy updates and then have absolutely no clue how to fix anything. We love in a age of tech that no one can develop code that works for it with out crazy bugs. Like I don't know why don't why grown some brains and roll the update back. Oh wait that takes a brain cell to think about doing. Or I don't know compensate people for not being able to have a fricken phone that they need. Absolutely insane.
Hi
I'm switching to fizz mobile screw this.
Have switched one kid to Fizz earlier this year, it’s great so far. PM me if you want a referral.
I didn’t pay enough attention, my Koodo plan rolled around at the end of March. Given that I’ve prepaid it now, it gives me a month to find the best alternative plan to move to. Might just be Fizz, have my kid refer me.
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.
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