Cannot get Call Back due to expired credit card and locked out

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

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.

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 ​@Dinh, thank you so much! Your suggestion that I could use a different phone number made the difference.  I scheduled a call back with my son's phone and was able to add a top-up that way. The Koodo Assist system for prepaid is confusing and often goes in circles as you answer the questions it poses. Didn't know you could put in a different phone number. I am still locked out for 72 hrs but at least my top up was applied re-enabling my phone and texting. This was very stressful as I have aging parents who need to be able to call me and also on the road without a phone. Can't thank you enough for your help. 🙏

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

​@MilkyWay thanks although I tried that but you can only top up at *611 with the card registered which was expired so it was declined or use a voucher and all the Koodo kiosks near me were closed. I even tried to see if I could buy a voucher online but had no luck with that. It was a pretty bad cycle to be stuck in, would be helpful for Koodo to offer some other way out that isn't so difficult to figure out.

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