Cannot log in

Hi ​@bootpacker 

We are sorry to hear that  you are having trouble logging in.

Can you please let us know if this happens on every browser you try?

Have you tried also in incognito mode?

Are you using a mobile device to log in or  a desktop/laptop?

Hey, sorry you're dealing with this! If you've already reset your password and still get the "email and password don't match" error, try these quick steps:

- Clear your browser's cache and cookies, then try logging in again
- If possible, use a different browser or device.

Can you let me know if you're on prepaid or postpaid? And are you getting any other error messages, like "account locked" or "too many attempts"? That info could help narrow it down!

monthly plan

cache cleared

used a different browser 

still getting the message saying my email and password don't match 

the exact message 

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 reset twice, used 2 different browser, cleared cache. Still not solution 

I have tried incognito too

use Chrome and Brave on Android 

Thank you for confirming the details ​@bootpacker 

Are you able to try on a different device (laptop or desktop) and let us know if you are getting the same?

i don't have a different device as I'm traveling.

This issue may be related to an ongoing bug affecting some accounts. Several users report that password resets do not fix the “email and password don’t match” error, even after trying multiple browsers and devices.

Are you travelling outside of Canada? If so, the issue might be coming from foreign ip address or VPN (if you used).

If you could, ask a friend or test to access your Koodo account from a laptop/PC to see if the problem follow. 

I was able to log on yesterday several times when I was out of Canada. But it is not working today. I'm traveling with just my phone, no access to computer. 

Why is it so hard to get help?

​@bootpacker 

We understand that can be frustrating.

We had some other similar reports here on the community, where the customers confirmed it worked on different browser/ device

If you are using different wifi networks to connect to the internet abroad, some may be detected as unsecure, which may explain it why sometimes it works. Is that the case for you?

No

I'm in the same place and using the same wifi network as yesterday.

Thank you for confirming!

Would you be able to ask a family member or friend to test on a PC or laptop and let us know if the issue persists? 

If this is not an option for you at this time, please let us know and we can send you a PM to confirm more details.

I can confirm that my wife and I have had a very similar problem to bootpacker for over a week now.  Simply unable to login to to our Koodo accounts.  There is clearly something very broken in your login service.  It keeps telling us that either our userid or password in incorrect.  We try to change the password thinking that might be the problem, but we have been unable to do that too.  It does not matter whether we are using our laptop, my wife’s desk side computer or my desk side - same problems.  Different levels of Windows and we tried at least 2 browsers on each system.

I tied to use the Assistant to get help, and all I did was go in circles.  Whoever ‘taught’ the assistant has no go a clue of how to set an assistant up.  I ran into the chicken and egg problem - the assistant could not help me with my login problem, and in order for it to allow a real person to help me, I have to login, and I kept telling the assistant I could not do that.  It sent me to password reset, which as I stated above was not working for me.  When I started in computers in 1972, the first thing they taught me was never to create a chicken and egg situation - all you do is drive the user to go in circles.

PapaJay

I was stuck in the same loop. Password reset 3-4 times minimum. Tried different devices. Nothing worked.

My fix - I pause my VPN. I logged in instantly!

Hope this is a fix for you as well.

​@PapaJay 

Is your wife logging in to your account from back home in Canada?

I'm now having the same issue.  Had to create another account just to post here

Turns out Koodo has locked out VPNs.  What exactly is the purpose of this?  

Telecom providers might block VPNs for account access primarily as a security measure. When users connect through VPNs, their true IP addresses are masked, making it harder for companies to verify legitimate account holders versus potential bad actors attempting account takeovers or fraudulent activities.