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Troubleshooting for TELUS Business customers: 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 in
 page. 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 in
 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
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
.

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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