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Self Serve

All discussions about Koodo Self Serve.

  • 498 Topics
  • 2,057 Replies
493 Topics
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ChimdiBeginner
asked in Self Serve
CAN'T LOGIN TO PREPAID SELF SERVE

Am I the only one experiencing this? I’ve tried clearing cookies and cache, multiple times, I might add. Tried it on Chrome and Edge, tried using my laptop, and two different phones, tried using incognito mode, even tried to reset my password but only getting, “We are unable to process your request at the moment.” It’s really frustrating!

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Koodo
Avas Pakrashi
Avas PakrashiBeginner
asked in Self Serve
Password reset does not meet guidelines

Forgot my password. can not reset. Everytime its showing “The password you entered does not meet guidelines, please input new one”. Tried many passwords. Not working.

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Flo Koodo
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A FBeginner
asked in Self Serve
Getting error because phone number area code doesn't match address on file.

I am getting an error message that reads: “We can't complete your upgrade because the billing province on your account doesn't match the one on your phone number. No worries—there are a few ways to fix this!” If I click for more info, I get: “It looks like the province in your account billing address doesn't match the one associated with your phone number. The provinces need to match so online orders show the right products, prices, and taxes. Don't worry, you can still upgrade a few different ways. Change your phone You can change your number in Self Serve so it matches the province of your billing address. This lets you continue your purchase online. Connection fee waived TODO” If I go to select a new phone to purchase I an unable to purchase and instead get a message that reads: “You cannot complete your upgrade online. To continue with your upgrade, you can schedule a callback with Koodo Assist or Find a store.” When I called for information about this, I was told by a koodo repres

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Shannon.PBeginner
asked in Self Serve
koodo Internet “order being Processed”

I signed up at a Koodo for internet two weeks ago. I was told the router and modem would be there within 5-7 business days. I see the subscription on my self-serve, but it’s set at Order being processed. Not sure what I should do. I already had to contact customer service cause I was charged my processing fee twice. I mentioned it to them, they told me to wait and they would check back in with me in a week. I received the email to say my order was approved, but nothing in shipping info or anything. I also noticed the day I signed up that I was charged the price for the internet. But I’m not even set up yet aha. How long should I wait? Thanks in advance!

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Austen BlackmoreBeginner
asked in Self Serve
shere with family and friends

I need help with Shere with friends get on Koodo too

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Dinh
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LorisBeginner
asked in Self Serve
ERROR CODE - 4001

Each time i try to purchase a phone, i get this error after entering credit card: Our systems aren't able to process your transaction at this time. Please try again later. Getting tokenization error. ERROR CODE - 4001 I have been retrying every day for the last five days

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Boa_Guy Koodo
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Mace SowellBeginner
asked in Self Serve
Crunchyrool Activation Link has expired

I just subscribed to Crunchyroll through Koodo and when I try to activate it I get an error message that says Activation Link has expired. This activation link has expired. Please contact Koodo and request a new one. Then there is a link to the Koodo QA page, I’m not sure if I’m suppose to ask here or what?

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armenzgConnector
asked in Self Serve
Schedule call back

I’m trying everything I can to schedule a callback, however, I always end up on a Messenger conversation with Koodo and I never get any replies. Is there any alternative?

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ramblingroadConnector
asked in Self Serve
Internet equipment support

LAN light does not go on router - reset did not work. How to trouble shoot because internet not working

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Zac213213Beginner
asked in Self Serve
Problem when resetting password

Since Koodo upgraded their self serve service, I have had a problem when I try to reset my password to prepaid account. It either says unable to process or password doesn’t match guildline. Is anyone else having same problem?

984
Georgia Koodo
Rebeca Franco-Gomez
Rebeca Franco-GomezBeginner
posted in Self Serve
"The password you entered does not meet the guidelines. Please create a new one"

I tried login into my prepaid self serve but it asks me to create a new account for some reason. I tried creating the account, it asks to verify phone number and email using codes. Then when it's time to create a password, even if I follow all the guidelines, and even if I use the google generated safe password, which is a code so it's definetely not a common password it still shows the same message: "The password you entered does not meet the guidelines. Please create a new one" What's the solution here?

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MasxBeginner
asked in Self Serve
reactivate my cell phone plan

Hi there, I tried to reactivate my cell phone online. However, the Koodo website didn’t respond, and kept popping up error page.

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Allan M
FuQ
FuQOrganizer
asked in Self Serve
password reset

Forget password email is not sending. Due to your new security measures I need to change my password yet I can’t get the reset email I’ve submitted my request many times and no it’s not in my spam. I don’t have a phone until I can login and activate this new prepaid SIM card therefore I can’t continue the phone number verification of my account to change my password. I can’t get a call back as I don’t have a phone until this issue is resolved or I go to another carrier. My SIM card was damaged and no longer works therefore I need to activate this replacement SIM card. My account is active has a plan and money on it but is useless to me. Why can’t I talk to a rep or anyone why is there no number to call?

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hurryupmoveitConnector
asked in Self Serve
Can't find log in after switching Koodo

I’m unable to log into my account after switching from Koodo. I have tried to reset my password but no email is sent to my email. Can someone please help?

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phonechord12Beginner
asked in Self Serve
Set up new account with eSIM voucher

I’m trying to register for a new account with an eSIM voucher that I purchased at a Koodo store. The option to register for a new account directs to the Koodo Assist chat bot that asks for my account number (I don’t have one), and if I pick the plan I want and try to purchase it, it wants me to purchase a physical SIM that gets mailed it to me. There is no option to say I already have an eSIM voucher. Can I not set up a brand new account and move my number from another carrier with a Koodo eSIM voucher? I was told in-store this should be no problem.

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phonechord12Beginner
asked in Self Serve
New account - infinite loading screen when selecting plan

I have a new account and can log into Self Serve, but when I go to select a plan all that comes up is a white pop-up and infinite loading screen. This isn’t a browser or internet connection issue. This is a new account with a temporary number but no plan assigned yet. I’m just trying to select a plan so I can move over my old number and set up an eSIM.

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Dinh
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savish.khanConnector
asked in Self Serve
Phone Stolen! Need urgent help changing Sim number

I went out to the koodo shop and got a new sim card. I went to self-serve to change the sim number but am getting this message: “ Your email address must be active for 48 hours. To continue, please choose the Text option. “ I have been a Koodo customer for years with the same email. I need to activate urgently tonight - I tried making a callback schedule, the guy said he’d transfer me to a technician. I heard waiting music and then the call just ended. Edit: Unbelievable, I got another callback scheduled and this time it didn’t even make it past the first menu - it just ended on me immediately. This is horrible support.

463
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tn_01Beginner
asked in Self Serve
Seasonal Hold Plan for prepaid

I will be travelling abroad for more than a month. I’m using a prepaid plan right now. When I go to the self-serve website, I don’t see any option to set up a seasonal hold plan. How can I do this? Thank you!

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BuBauBeginner
asked in Self Serve
self serve password update error

I've been asked to updated the password for self serve but when I tried it comes up with en error "The password you entered does not meet the guidelines. Please input a new one.” I have tried different passwords but it always comes up with this messages. Any suggestion what to do?

683
Flo Koodo
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DahliaMConnector
asked in Self Serve
Tokenization Error 4001 When upgrading phone and adding a line

Hi, I’ve tried multiple times to process an order and keep getting a tokenization error 4001 code at the payment processing page. I’ve used multiple devices and multiple browsers. I’m trying to buy a pre-paid phone, add a phone plan, and add a line and I’m an existing customer. Thanks for your ideas and help.

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Francisco A. Suing
Francisco A. SuingConnector
asked in Self Serve
"The password you entered does not meet the guidelines"

I have tried many different passwords and I keep playing this game. And I have also read and tried the “solutions” mentioned in the previous cases, but nothing, always the same message. What is the solution?

48712
Koodo
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IlisharBeginner
asked in Self Serve
How do I add a name to an account?

Hello, I am trying to upgrade my phone online. I have been sharing my account with my mother for quite some time now, so I do have my own profile and access to everything. When I get to the checkout part, I am unable to proceed since it is my mother’s name with my card address, which doesn’t work. How do I add my name instead of someone else’s? thanks in advance! ☺️

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belkdBeginner
asked in Self Serve
trying to port my PCmobile number

Koodo transfer number does not like my PC account number or my IMEI number

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mjssidneyOrganizer
asked in Self Serve
Premium voicemail not answering calls

I have premium voicemail perk and am able to access my voicemail without a problem but when someonw calls, it doent go to voicemail. just says “uv1 - the customer you are calling is not available”. not sure when it started happening but cant seem to find a way to fix it.

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BatichiBeginner
asked in Self Serve
Can't buy new phone broken website

So I can't buy a new phone because my billing province is different from my phone province (it's not) because whoever designed this site can't code themselves a database to save their lives. I don't know who's bright idea it was in corporate to push as many popups as possible while I'm trying to browse making this whole experience impossible to navigate as it keeps sending me back to my account page for no reason. Also the app now sends me to my browser making it a just website button on my phone? What the hell happened to this place? I went to Koodo to click buttons and bam! I'd have a new phone whenever I needed, but between this and the awful internet service I just want to know if I should switch services to somewhere with a clean website & a simple store page.

432
Darius Koodo

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