Extremely frustrating experience! I couldn’t log into my Koodo account, and Koodo Assist kept asking for my phone number and postal code, saying they didn’t match. Despite repeatedly requesting a live representative, I was stuck in an endless loop with no solution. Complete waste of time and terrible customer support!
Solved
Extremely frustrating experience with koodo assist
Best answer by MilkyWay
Since you are topping up your account, it sounds like you are a prepaid customer. Did you try to reset your password?
Unfortunately, the reps in the Community are unable to assist with prepaid accounts. You will need to schedule a callback through Koodo Assist and speak with a rep to see if they can help you with your Self-Serve account. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html
In the meantime, you can dial *611 and make a payment to top up your account instead of heading to your nearest Koodo store. https://www.koodomobile.com/en/help/topping-your-prepaid-account
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+4Hi
Are you a new customer?
Have you logged into your self serve account successfully before?
Are you prepaid or postpaid?
yes, I’m a new Koodo customer, and I haven’t been able to access my Self Serve account since joining. Because of this, I have to visit a Koodo store every time I need to recharge my number, which is very inconvenient. I’d really appreciate some assistance in resolving this issue so I can access my account and manage my payments online. Thank you!
Since you are topping up your account, it sounds like you are a prepaid customer. Did you try to reset your password?
Unfortunately, the reps in the Community are unable to assist with prepaid accounts. You will need to schedule a callback through Koodo Assist and speak with a rep to see if they can help you with your Self-Serve account. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html
In the meantime, you can dial *611 and make a payment to top up your account instead of heading to your nearest Koodo store. https://www.koodomobile.com/en/help/topping-your-prepaid-account
+4You mentioned that "Koodo Assist kept asking for my phone number and postal code, saying they didn’t match."
Are you able to use the service?
When you activated your prepaid SIM, you picked a plan and entered your email address. Did you verify your email address and create account successfully?
yes, I’m a new Koodo customer, and I haven’t been able to access my Self Serve account since joining. Because of this, I have to visit a Koodo store every time I need to recharge my number, which is very inconvenient. I’d really appreciate some assistance in resolving this issue so I can access my account and manage my payments online. Thank you!
How does the store recharge your number?
Are they able to correct your postal code info?
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Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.