I'm overseas. I cannot reset my password.

Out of interest, I pretended I had forgotten my email address. I did get a useful response to that.

To confirm, were you able to eventually reset the password after doing this or do you still need assistance? 🙂

I still need assistance.

Thanks

So which error did you still encounter? And are you a prepaid or postpaid customer?

Prepaid customer.

I successfully reset my password but it is rejected when I try to login.

Correction. Monthly customer.

Have you tried to use the incognito/invisible mode of the web browser to login? Sometimes that could help.

Dinh,

Thanks for the suggestion, but I see the same error..

By the way, you may be amused to know that I am in Saigon.

Nice 🙂. Hopefully today wasn't too hot. I was there last year and was able to log into my account. Not sure what is the current issue with Koodo. 

Anyway, I will flag a rep to see if there is a way they can assist you here. 

Thank you. Contacting Koodo from outside Canada is difficult and the website is useless - I end up in a repeating loop!

Hi ​@mycroft, unfortunately we have no access to password reset functions. Are you using a VPN when accessing the Koodo page? If you are, please try to log in again without it. 

Do you get any specific error message or just the password is incorrect? 

Hi Georgia,

The message is:

“The email address or password you entered don’t match our records. Please try again or reset your password. Your account may be temporarily locked after too many login attempts.”

I have been able to rest the password with no problem, but your system does not accept my new password. If I have been locked out, it should tell me.

Can you help me fix this problem? 

If necessary, I can call a Canadian number using Viber.

Simon

Hello ​@mycroft  How about the VPN inquiry ​@Georgia Koodo  asked above, are you using a VPN when accessing the Koodo page? If you are, please try to log in again without it. 

Let us know how it went. 

Hi ​@Darius Koodo 

Yes, I tried without VPN and got the same message.

Got it ​@mycroft  . As you do not have access to the Self Serve account, unfortunately we could not identify the account based on the log in method used here. 

Alternative troubleshooting steps you can try is trying to log in/ reset password in another browser or device, if possible. With and without VPN. 

We would recommend that you schedule a callback through our Koodo Assist. So that our team can look into the situation. You can also reach out through a private message over Social Media, through the links at the bottom right of this page and our team can authenticate and look into the situation. 

​@Darius Koodo 

Unfortunately I cannot schedule a callback because Koodo won’t call an international number.

How do I send a private message over Social Media? I have a Facebook account. I looked on Facebook and I only see public messages.

Simon

Koodo Facebook links are below 👇 at the bottom of this forum webpage. You can send message from their main page