Forum Discussion
Question about My TELUS web
Every time I log in, I have to wait for a 6 digit code, even though I select "trust browser". If I trust the browser, I should not have to wait for a 6 digit code, otherwise, why is the browser giving me the option to "trust browser" in the first place?
This is happening on both Chrome and Edge.
6 Replies
I tried chrome and edge on two different computers and the result is the same. Even if I check to "trust the device", it sends the code every time. If I go into My Profile / Security Settings / Trusted devices and browsers, it is empty (i.e., there are no trusted devices).
I take care of Telus services for my parents and in-laws. In one of the accounts, the same thing is happening. The other is working properly.
To be clear, I did the test using a chrome browser with a guest profile, so it had no extensions or cache. I allowed all cookies to be saved.
The two accounts where I'm experiencing this problem have full services (internet, Optik and landline). The account where I'm not having the problem has only landline and a linked mobility account.
This appears to be a problem with the website.
TELUS_SupportOfficial Support Team
It does sound like this may be a website issue affecting certain account types. If you like, send us a private message with the account info so we can flag this to our product team.
Is your browser deleting the cookie that saves the trust status with the date? As much as cookies have their negatives, they are also important for saving site settings.
I called tech support about this problem and it was a complete waste of time. The person told me this behaviour is expected because it's part of 2FA. I tried to explain that I'm not even using 2FA and I know for a fact that this problem doesn't happen all of the time, but the person I spoke with was clueless (not surprising, due to the lack of training and lack of English proficiency). I take care of the Telus accounts for a couple of senior family members and I don't have this problem logging into their accounts. Why is it happening to my account?
In telus.com/my-telus/profile/two-step-auth/account-activities, there is a list of all the trusted devices. The particular device I'm using doesn't show up, even though I have click "trust this device" every time I log in. There were a couple of other devices in the list. I cleared them to see if that would make a difference, but it didn't.
Something is clearly not working as expected. I would appreciate if someone from Telus would look into this.
- TELUS_Support
That's definitely strange and sorry to hear that Bimmerdriver. In addition to what Sayoran mentioned, have you tried using a different browser all together too?
I'm still having to enter a 6 digit code every time I login on the same browser, even though I select "trust browser".
Is there any way to stop this?
