Troubleshoot login problems with My TELUS
Having trouble logging into My TELUS? Here are some common reasons and solutions
Your account hasn't been activated
If you already registered your account, a confirmation email should have been sent to your registered email address. To complete the registration process and activate your account, you must confirm your email address via that email to activate your account.
If you're sure that you haven't registered your account, register it now.
You aren't entering your information correctly
Make sure to properly type your username and password. Try the following:
- Check your keyboard and make sure the caps lock is off. Your username and password are case-sensitive
- Type your username and password. Do not cut and paste this information into the required fields
Caution: If you have already made 5 unsuccessful log in attempts, your account will be locked for security purposes. To unlock it, contact us. Then reset your password by selecting Forgot? above the password field on the My TELUS login page. You will end up with a new My TELUS password.
You forgot your password
You forgot 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.
If you still can't remember your username, you can retrieve it online by selecting Forgot? above the Email/Username field on the My TELUS login page and following the directions.
Your account is locked
If you have already made five (5) unsuccessful log in attempts, your account will be locked for security purposes.
To unlock your account, contact us. Reset your password using the steps in the forgotten password section above.
Your account access hasn't been approved yet
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'll get a message that reads, You cannot access this account because the service is cancelled. As your account no longer exists, it is not possible to log in. To log in, you must reactivate your account or phone number.