Hi there, I need help unlocking my account. I entered the wrong password too many times now my account is locked out. I have reset my password still not working, cleared my cache/cookies and had scheduled a callback from customer service rep but all they did was reset the password again and told me to wait another hour. It is now the next day and still not working. I also had my phone disconnected due to expired credit card that is why I had to try to get into my account to update it but the service rep said it was not expired.. which is not true.. She did not understand I was saying so I just asked her to top up with a different credit card which she did. But I just checked today she had charged me a few dollars more than what my usual phone bill is.
User Locked
+4Hi
Are you a prepaid or postpaid customer? as well, are you currently residing in Canada?
Regarding the web browser, have you tried to use Koodo cellular signal to connect to the self-serve or tried the “incognito” mode of the web browser to see if that can help?
You may need to wait a few hours before you are able to try again. If it still happens, you can click “Forgot your password?” to reset your password.
As for the latter part of your question, it is possible your account is subject to a rate increase. Once you are able to log into your Self-Serve account, you can check your previous bills and refer to the notice at the bottom of the last page in small print.
I’ve tried everything and I’m a prepaid customer from Canada. I know my rate did not change because my family also have the same plans and their’s did not change. So I don’t know why I was charged more. It’s been over a day since I reset my password and it still says user locked.
Have you tried to clear the cache and cookies on your browser? How about using a different browser or device?
If you risk losing your service and need to top up your account right away, you can dial *611 to pay with your credit card. https://www.koodomobile.com/en/help/topping-your-prepaid-account
Yes, I’ve tried everything to get into my account. I’m still locked out of my account as of today. Is there any Koodo rep here who could help me please?
Unfortunately, the reps in the Community have limited options and are unable to assist on prepaid plans. You are better off scheduling a callback through Koodo Assist to speak with a rep and find an option to access your account. https://widget.telus.tiia.ai/koodoprepaid/koodoprepaid.html
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