Troubleshoot registration problems with My Account

9 common reasons you can’t register for My Account

There are a number of reasons why you may not be able to Register for My Account. Below are the most common reasons – and their solutions.

Your email is already registered

If you receive a message that your email already exists, it's possible that you are already registered. Try to log in using the email address.

You forgot your password

If you have forgotten your password, you can reset it by selecting Forgot? above the password field on the My Account log in page. You will end up with a new My Account password.

We’ve sent an email to an email address that you can't access

If you receive a message that indicates you need to respond to an email in order to access your account – and you cannot retrieve that email – please contact us.

You don’t know your account number

Mobility

Your Mobility account number is on your TELUS Service Agreement, under the date. It also appears on your TELUS paper bill, under your name. If you don’t have either of these documents, please contact us.

Home Services

If you’re registering a Home Services account, you can find your account number on your paper bill, under your name. If you don’t have a paper bill, please contact us.

You don’t know the postal code associated with your account

If you’re linking a Home Services account, the postal code required is the one associated with your billing address, not your service address. It appears at the bottom of your bill.

You don’t know the PIN for your account

If you’re linking a Corporate Mobility account you’ll need to enter a PIN. If you don’t know it, please contact us.

You’ve already linked this account to your profile

If you receive a message like "You’ve already linked this account to your profile.", then you are already registered. Log in to see your account details. If you don’t see your account, please contact us.

Your account is linked to another profile

If you receive an error message like "Your account is linked to another profile", it’s possible that the “other” profile is you. Log out and then log in with another email address. If you don’t remember which email address you have used go to Forgot email/username.

Note: You’ll need your account number to complete the Forgot email/username process.

Issues receiving a verification code

For your protection, we send a verification code to an email or phone number that you have previously authorized us to use.

Note: If you don’t have access to the email address or phone number you see on screen, please contact us.

If you're receiving an error message when you request a verification code, please note that there's a limit to the number of code requests you can make in a given period of time. If you believe you may have exceeded this limit, wait 24 hours and try again.

Verification code via email message

If you don't receive your verification code via email message:

  • If you have multiple email addresses, be sure that the email address displayed on screen is the same as the one you are searching
  • Verify that you have access to the email address you provided
  • Check your spam/junk folder. The email is from TELUS My Account and it may have gone there

If you still can't receive your verification code please contact us.

Verification code via text message

If you don't receive your verification code via text message:

  • Verify the phone number. We cannot send a code to a phone number that is not yours, is a landline, or is a phone number outside of Canada
  • Check your phone service. Make sure your service plan and mobile device supports text message delivery. Delivery speed and availability may vary by location and service provider. Also, make sure you have an adequate cell signal
  • Check that your provider has not blocked short codes. Your mobile provider may block text messages that use short codes
  • If you have recently ported your mobile phone number from another mobile provider, text messaging may not work immediately. Please wait before trying again

If you still can't receive your verification code please contact us.

Multiple verification codes

If you received multiple verification codes, only the newest one will work. If you requested multiple verification codes, keep in mind that it might take some time for the latest code to arrive.

You want to register or link your service but it says the account owner needs to approve your request

You need approval from the first person to link the account if you are trying to link an account that is already linked to an email address. We send an email advising them that you are requesting access. You can also get in touch with them and request approval.

If you think that you are the owner, it's possible you've previously registered and linked your service with a different email address. Try to log in with the other email address.

Your problem is not on this list

Please contact us.

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