Can't Login to Self-Server

Hi ​@cjackson 

Just to double check, do you have a prepaid account?

Have you tried setting a new password in incognito mode on your browser?

Can you please share a screenshot of the error you got? 

Hello,

Yes, it is the prepaid account.  Yes, I do use the private browsing mode in Firefox.

It says I need to reset my password:

Here is the screen just before sending the new password:

Here is the error: 

This password bug is an ongoing thing.

What seems to be successful for some people is they register a new email for their account and that seems to fix the issue.

Hi Dennis,

I’m actually doing that …. because for some strange reason it won’t send the second question about email address to the *****@******…   So, that doesn’t seem to work….  

So, there is nothing we can do?

-Catherine

What is the second question?

Have you tried checking your spam folder?

The first tab is enter your phone number…. and a code will be sent to it for you to enter as verification.

The second tab (question) is enter an email address … and a code will be sent to it for you to enter as verification.   ( My yahoo.ca does not have a spam folder.)  In anycase I changed the email to a gmail one which worked.

The third tab (question) is enter a new password …. which I is the one you see above.   No matter what I enter in the password page and all the checkmarks are green, it gives me the same error and I can’t login to the portal.

-Catherine

At this point you will need to request a callback via Koodo assist and a rep will need to intervene and dig deeper into your account issue.

https://www.koodomobile.com/en/help?autobots=rollout