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 Troubleshoot registration problems with My TELUS.

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, register now.

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 contact us. Then reset your password by selecting Forgot Password? below the Log In button on the My TELUS log in 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 TELUS log inpage. 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.

  1. Ensure that you’ve registered and activated your My TELUS account
  2. 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 selecting Forgot Email/Username? below the ‘’Login’’ button on the My TELUS log inpage 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 contact us. 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 TELUS account management .

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.


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