User locked, need help please

Hi there,

to confirm, how long has it been since you have last topped up the number? have you been regularly keeping up with the top ups while travelling?

As if the account was suspended (not the self serve) due to non-payment and it has been 90 days since then, the account would close and you would lose access to self serve.

If that is not the case, have you tried resetting the password again, clearing your cache and cookies, and then trying again? It should let you re-attempt after being locked out after about an hour, 12hrs is quite a while.

Hi,

Las top up was mi- December, my account is in good standing, I do regular top up even when traveling.

I’ll try to clear cache and cookies later this afternoon when I have a moment. 

I did try a reset password earlier but same result, the red banner with user locked.

 

hmm ok, thanks for the extra info. If those don’t work, trying using a different device, different browser, or an incognito tab to login. Weirdly enough these tend to work for others.

If all else fails, you would need a rep to unlock the self serve account for you. Let us know how the recommendations work out and if they don’t, we can advise further on how to chat with a rep. 👍

Nothing worked, I cleared cache, cookies, tried incognito.

Reset password again. Still the user locked message

Also tried to log via a friend’s desktop just in case...nope

I see. In that case I suggest you seek the aid of a rep to unlock the self-serve.

For prepaid accounts the abilities of reps is limited on this platform. You will need to either reach a rep via Koodo’s social media pages Facebook and X(Twitter) and send a direct message there and they should be able to unlock the account. You can find the correct profiles by clicking the associated logos at the bottom of this page.

Alternatively, you can also see if Koodo’s expert messaging is able to remove the lock as well as there are reps on their too, though they’re also slightly limited. It is however worth a shot. This can be done through the chat bot here: Support Homepage | Koodo Mobile

Oliver, Thank you so much. I’ll try facebook and see if I can get help there first.

Again thank you for your time, really appreciated

Well Facebook was totally useless, going round and round with cache/cookies...now he wants me to get a callback...impossible as I am in Europe.He will escalate this and see if a rep can contact me over here in Europe, not sure when ...It must not be that difficult to unlock an account!

For prepaid accounts, you have 90 days to reactivate your service if it becomes suspended. Since you are outside Canada and prepaid service does not work internationally, you should not be required to make any payments during this period.

When you return to Canada, you can simply reactivate your prepaid service if you still wish to continue with Koodo. 

Yes but I need to top up once before I am back otherwise the 90 days will be over….that’s why. Plus it says user locked, so I am not even sure I can log even once I am back in Canada.

Do you have someone in Canada who can help you to receive a call back? or you can ask them to access the webpage in Canada?. Prepaid webpage might have blocked login from international IP address. 

It’s not the first time I log in from Europe to top up. I’ll wait and see if they really call me on the phone number I have here at my mom in law in France (I’d be surprise they do that). Otherwise I’ll try and have my dad see if he can log in from his computer in Canada. Or eventually receive the call back If all fail, I’ll have to get a new number when I am back. It’s not a big deal, but a bit annoying.
I just don’t understand why all of a sudden I cannot access my account. I did this often from Europe in the last 2 years with no issues.

It’s not likely as it’s supposed to be Canadian numbers only that they will do a callback.

In this case, if the reps on Facebook are unable to get this issue fixed, I’d suggest two things: 

1. You can register for a VoIP line to get a free Canadian number. I personally use Fongo, but you can use any option. This will work with data access, so you can get a callback whenever without an issue. 
2. You can try a VPN. Koodo tends to be problematic with VPNs but I’ve personally haven’t had login issues using NordVPN. 

I hope that the callback can explain why you’re suddenly having issues.