Troubleshoot log in problems with My Account

7 common reasons you can’t log into My Account

There could be a number of reasons why you can't log in to your TELUS account. See below for the most common reasons – and their solutions.

Your account hasn't been activated

If you’ve 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're 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.
  • Type your username and password. Do not cut and paste this information into the required fields.

CAUTION: If you have already made five (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 Account log in page. You will end up with a new My Account password.

You've forgotten 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.

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.

If you still can't remember your username, you can retrieve it online by selecting Forgot? above the Email/Username field on the My Account log in 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 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." As your account no longer exists, it is not possible to log in.

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