Troubleshoot log in problems with My TELUS
7 common reasons you can’t log into My TELUS
Note: If you have already registered for a My TELUS account and are having trouble logging in to that existing account you're in the right place. However, if you are trying to register for a My TELUS account for the first time, please visit.
There could be a number of reasons why you cannot log in to your My TELUS account. See below for the most common reasons – and their solutions.
Your account hasn't been activated
If you have already registered your account, a confirmation email was sent to your registered email address. To complete the registration process, you must confirm your email address in this email to activate your account.
If you are sure that you haven't registered your account,.
Your information isn't being entered properly
Make sure to properly type your username and password. Try the following:
- Check your keyboard and make sure caps lock is off. Your username and password are case-sensitive.
- Make sure your number pad is active or use the top row on the keyboard for numbers.
- Type your username and password. Do not cut and paste this information into the required fields.
- Ensure your password does not include ‘’&’’. If it does, please reset your password.
CAUTION: If you have already made five (5) unsuccessful log in attempts, your account will be locked for security purposes. To unlock it, first. Then reset your password by selecting Forgot Password? below the Log In button on the My TELUS page. You will end up with a new My TELUS password.
You've forgotten your password
If you have forgotten your password, you can reset it by selecting Forgot Password? below the Log In button on the My TELUSpage. You will end up with a new My TELUS password.
You've forgotten your username
If you have a consumer account, your username is your registered email address. If you have a business account, your username is your registered email address or the username you selected during registration.
- Ensure that you’ve registered and activated your My TELUS account
- Verify your information is entered properly:
a. Your username and password are case sensitive
b. Verify your keyboard caps lock is off and your number keypad is activated because you’ve got numbers in your password
Note: Type your username and password. Do not cut and paste this information into the required fields
If you still can't remember your username, you can retrieve it online by selectingbelow the ‘’Login’’ button on the My TELUS page and follow the directions.
Your account is locked
Five (5) unsuccessful attempts will cause your online access to be locked for one hour.
To unlock your account, first. Reset your password using the steps in the forgotten password section above.
Your account access hasn't yet been approved
If you're an Account Member , the Account Owner or Account Manager must approve your request to access the account. Contact the owner or manager of the account to approve your request.
Learn more about.
Your account has been cancelled or deactivated
If your account or phone number has been cancelled or deactivated, you will get a message that reads, "You cannot access this account because the service is cancelled" or "Account does not exist". As your account no longer exists, it is not possible to log in.