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Unable to register Self Serve

  • February 28, 2026
  • 8 replies
  • 101 views
T

I got a new Koodo SIM, the rep assisted with the registration and a link was sent to me for activation. After activation, a confirmation email was sent to me. 

However, if i try to register for self serve for me to be able to do auto renewal of plan:

Stage 1   - Verify Phone Number:

  • Passed

Stage 2   - Verify Email Address:

  • Passed

Stage 3   - Password Setup:

  • Failed.   
  • I always have this error after setting the passwords (Matched) :  “We couldn't verify the information provided. Please check your details and try again.”

Because of this, I have to go to a store to renew the plan.

Please assist me on how i can fix this error. 

Best answer by Dinh

Prepaid password have certain requirements, I would recommend you use something totally different or generated by app. If that doesn’t work, you have to schedule a call back from prepaid rep www.koodo.com/prepaidchat

 

8 replies

Dinh
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  • Dinh
  • Mobile Master
  • February 28, 2026

To create a self-serve account, you would need an self-service activation email. I assume you received that yet? 

As well, are you residing in Canada and not using any VPN to access the Koodo page?

A Koodo customer, opinions are my own.
    T
    • tomidealex
    • Author
    • Connector
    • February 28, 2026

    To create a self-serve account, you would need an self-service activation email. I assume you received that yet? 

    As well, are you residing in Canada and not using any VPN to access the Koodo page?

     - Yes I received an email that states:  “Congratulations! Your activation is now complete. “…Also the email has “Create my Self Service account” link

     

    - Yes, I reside in Canada.

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • February 28, 2026

    To create a self-serve account, you would need an self-service activation email. I assume you received that yet? 

    As well, are you residing in Canada and not using any VPN to access the Koodo page?

     - Yes I received an email that states:  “Congratulations! Your activation is now complete. “…Also the email has “Create my Self Service account” link

     

    - Yes, I reside in Canada.

    Can you try to use incognito mode of the web browser and clear the cache of it to see if that can help. I assume you are using your temporary number that Koodo gave you to create self-service account?

    A Koodo customer, opinions are my own.
    T
    • tomidealex
    • Author
    • Connector
    • February 28, 2026

    I have tried incognito mode, i had the same error.

     

    “your temporary number that Koodo gave you...”

    You mean the phone number on the paper i got from the rep ?   if yes,

     - Yes

     

    Dinh
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    • Dinh
    • Mobile Master
    • February 28, 2026

    There is a recent password issue with self-serve prepaid, are you a Koodo prepaid or postpaid customer? I wonder if you use the wrong system to activate self-serve. 

    As well, just out of curiosity, are you using an email that was linked to another account in the past?

     

    A Koodo customer, opinions are my own.
    T
    • tomidealex
    • Author
    • Connector
    • February 28, 2026

    -Each time i try to do self serve registration, 

    Stage 1   - Verify Phone Number:

              A prepaid authorization code is sent to my phone number,

     

    Stage 2   - Verify Email Address:

                  A prepaid authorization code is also sent to my email and my phone number.   

            

     -  Prepaid Customer. 

     -  Not at all, the email was never linked to any account in the past. 

    Dinh
    Forum|alt.badge.img+4
    • Dinh
    • Mobile Master
    • Answer
    • February 28, 2026

    Prepaid password have certain requirements, I would recommend you use something totally different or generated by app. If that doesn’t work, you have to schedule a call back from prepaid rep www.koodo.com/prepaidchat

     

    A Koodo customer, opinions are my own.
      T
      • tomidealex
      • Author
      • Connector
      • February 28, 2026

      I ensured all the Password requirements were met while creating it...All checked and green. 

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