Does anyone know how to get around this issue please? I am locked out of my account so cannot update my credit card expiration date but cannot get a call back because I cannot update my credit card to top up my account so my phone will work. I've been locked out for over 6 hours and have no phone without this account. Koodo Assist keeps taking me in circles and I cannot find any way around this issue. I tried an email option I stumbled upon but have had no response. Any help would be greatly appreciated. I've also tried clearing cache in my browser and incognito mode but cannot access my account. I've tried to change my password but it says that isn't working at this time, I assume because I'm locked out but not sure why.
Solved
Cannot get Call Back due to expired credit card and locked out
Best answer by Dinh
Since you mentioned topping up, I'm assuming you're prepaid? Prepaid self serve is a separate portal and the community reps here can't access prepaid accounts, so you'd have to go through https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html to get to a prepaid agent.
Just to confirm as well, are you currently residing in Canada? Without VPN? And not using satellite internet? I ask since their security system might flag suspicious activity and not allow the password change to go through properly.
You've already tried cache clearing and incognito, so the next thing I would try is a completely different device. A Koodo rep also suggested registering for self serve with a different email address, https://www.koodomobile.com/en/help/registering-self-serve
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+4Since you mentioned topping up, I'm assuming you're prepaid? Prepaid self serve is a separate portal and the community reps here can't access prepaid accounts, so you'd have to go through https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html to get to a prepaid agent.
Just to confirm as well, are you currently residing in Canada? Without VPN? And not using satellite internet? I ask since their security system might flag suspicious activity and not allow the password change to go through properly.
You've already tried cache clearing and incognito, so the next thing I would try is a completely different device. A Koodo rep also suggested registering for self serve with a different email address, https://www.koodomobile.com/en/help/registering-self-serve
I am in Canada and use Koodo Internet. I will try the other forum you suggested. I'm already registered as a prepaid self-serve customer for years so doubt I could register twice for same phone number. Thanks for your suggestions.
Oh the link you provided just went to Koodo Assist which can't help me because I can't get a call back or sign in.
+4Oh the link you provided just went to Koodo Assist which can't help me because I can't get a call back or sign in.
eh, you don’t have to sign in to get a call back though. You could say you are not a Koodo customer and the system can bypass the login. Any Canadian number should work for a call back.
I don't have any other phone, do you mean just give a fake one? Or do you mean ask someone else to take the call? ... thanks again for this next suggestion, I will try and see if I can do this. I was able to reset my password but still locked out.
Hello
For future reference, you can also dial *611 and make a payment to top up your account or head to select locations for instant top-up. https://www.koodomobile.com/en/help/topping-your-prepaid-account
That should not be the case. You can use another credit card or Visa Debit card.
Alternatively, you can go to your nearest Canadian Tire Gas or Esso to do an instant top-up. You just need to provide your phone number and the top-up amount and it will be instantly added to your account. https://www.koodomobile.com/en/services/prepaid-vouchers
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