Hi.
Just signed up for the first time (ever) for a Koodo Mobile plan, with the project of porting my existing mobile number from another provider (that step has yet to be started)
After signing up, I received my Service Agreement by email (my very own, personal email address) with an account number and what will be a short-lived mobile number.
I then proceeded to register for Self Serve as instructed, i.e. using (1) the 8-digit account number showing on my new service agreement, (2) my postal code, which is the same as figuring on the Service Agreement, and (3) my email address, which is also the _exact_ same email address as the one used for signing and at which I received the Service Agreement (i.e. no "+" part or anything like that).
Now, for a reason that no help article or past community support can explain, whenever I log into Self Serve I'm being stopped in my tracks—and stuck, really, prevented from doing or seeing anything on my account—, being only shown the following message:
« You’re still waiting to be approved
Looks like this account has already been linked to another email address. You’re still waiting for permission from the owner of that email address. We’ll email you once you’re approved. »
Which, doesn't make sense, given that this is supposed to be a new account (and mind you, I registered to Self-Serve using the 8-digit account number, not the 10-digit phone number), new Self-Serve access, new mobile number, new everything.
And, to be clear, because I already see the sensible questions coming:
- No, I have never been a Koodo client before;
- No, I have not registered for Self-Serve before, whether with my current email address or any other
- That email is my personal address, that I've had for 22+ years
- This is for personal, sole-line mobile account; it's not a line being added to an existing account, nor a business or corporate or whatever (just assuming, I have no clue).
As for the emails I received, I have exactly 3 emails from Koodo (and yes, I also looked in Spam/Social/Trash)—well, now 4 when including the "Koodo Community" one:
1) Koodo Order confirmation, with the service agreement attached as a PDF document;
2) Self Serve verification code;
3) "Hooray! You're now registered for Koodo Self Serve".
I might wait a day or two just in case, but I'm afraid I'll have to contact support directly as per the message I'm being shown, either my account or my Self Serve access in some sort of no-man's-land.
As this happened to anyone before? Any clue on how to proceed / resolve the problem?
