can't login to self serve

Hey there,

Try clearing your browser’s cache and cookies, then attempt to log in again. If that doesn’t work, check the Koodo status page for any outages. If you’re still having trouble, I can flag a rep for you to review this. 

Are you logging in the right portal : prepaid VS postpaid ? 

postpaid, and pretty sure i got it right. Just tried clearing cache/cookies, no change in access. A rep would be great...

Have you tried a different device and/or browser?

As well, have you ever been able to login successfully or is this the first time you’re trying to access things?

Also note that there are separate login pages for prepaid and postpaid depending on which service you have.
Postpaid: https://www.koodomobile.com/koodo-login-v2
Prepaid: https://www.koodomobile.com/kpre/login

I don’t do data on  my phone. Only device I use us my laptop. Have logged in successfully for years. Then yesterday and today failed several password change attempts.

Hi ​@Michael Ketemer, there was an issue with self serve login, our team let us know the issue should now be resolved, please try to log in again. 

We’d also recommend trying with a different browser or in an incognito page. Let us know if it works, thank you!

Hi, I’ve been having the same issue for weeks now.  Initially it was an intermittent problem but for the last couple of days it doesn’t work at all, regardless of a device or browser used. My ISP is Videotron. I  didn't get a chance to try any other ISP.  The only way to log in is to use Koodo’s mobile network. But as soon as I switch back to my Wi-Fi, I’m locked out again. Hope this info will help you to  troubleshoot your login service.

Hi ​@whisky1182 

We are sorry to hear you are having issues with the login.

Can you please share a screenshot with the exact error message that you get when you try to login while on wifi?

Please hide any personal details. as this is a public forum.

This problem has not been resolved yet.

I haven't been able to log in for days and the wait time for an answer/resolution is starting to get ridiculous. 

I've tried all the troubleshooting steps and suggestions - nothing works.

I also don't appreciate being told by Koodo reps that the problem is fixed when it isn't. 

​@Camille1989 

We are sorry to hear the issue persists!

Will you please let us know if this the message you get when you try to log in?
“Your email and/or password don't match our records. Retry or reset your password. Your account may be temporarily locked after too many login attempts.”

Or a different one?

This is the error message I get. Btw, I’m a postpaid (monthly) customer.

“Your email and/or password don't match our records. Retry or reset your password. Your account may be temporarily locked after too many login attempts.”

I'm having the same issue and yes it's the your email and password don't match message. Please fix this koodo! I'm trying to pay my bill and i cant

Pleave fix this issue koodo.

Thank you everyone for sharing!

We just got a confirmation that there is indeed an issue with one of the servers, which causes this issue.

Our teams are already engaged and we hope we will have a fix as soon as possible.

We will update this post as soon as we  have more details.

Thank you for you patience while the team is working on the fix!

In the meantime, we have just sent you a PM so we can further assist, please check your inbox when you get the chance.  

​@whisky1182 ​ ​@Camille1989  ​@Nicole Ross999  ​@Michael Ketemer 

Guess they must have fixed it as I was just able to log in. Let’s hope the fix will hold:-)

Thank you for confirming ​@whisky1182 

Just to double check, were you able to log in while connected to wifi?

Yes, logging in using Koodo mobile service (data) was never a problem.