Extremely frustrating experience with koodo assist

Hi ​@Skyarxh, we’re sorry to hear about this. What did you want to discuss with a rep, perhaps we can assist here? Please don’t post any personal information though as this is a public forum.

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

You 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?