Forum Discussion
Solved
Updated Telus app won't open
Hello to all. I just updated my Telus app this morning on my iPhone 8 running IOS 16.7.10. The app was working perfectly, but now the updated version crashs each time I try and open it. I have tried...
This morning there’s a MyTelus iOS app update that seems to have added back (at least) iOS 16 compatibility.
As part of the app sign in process it wanted me to enter a code from the app I was trying to sign in to though. 😆🤷:male_sign:
Good news, everyone. We deployed a fix yesterday (January 16th) and this should be resolved now. If you haven't already, please check the App store for an update.
The root cause stems from an issue with a 3rd party vendor who we worked with to resolve this. Thanks so much for your feedback and patience!Edit: Marked as solution for visibility.
dru
Community Manager
Community ManagerHi everyone. Thanks for flagging this to us. We'll report it to our Dev team for review and if/when there are updates to share, I'll post it here. Stay tuned!
- dru
Good news, everyone. We deployed a fix yesterday (January 16th) and this should be resolved now. If you haven't already, please check the App store for an update.
The root cause stems from an issue with a 3rd party vendor who we worked with to resolve this. Thanks so much for your feedback and patience!Edit: Marked as solution for visibility.
Thank you Dru. This is great news. Just a few things - can Telus use social media to alert customers to issues that are large that they know of, so we know things are being worked on? We all wasted a ton of time on this and I know from calling Saturday, that at that point the call center was getting tons of calls on this. Bell and Rogers do use social media to tell you of outages etc.. Also I learned to today on my own that if you reinstall the app which I did, it wipes out your 2F set up on your phone. It still showed 2F was enabled for me but I had to reset up everything again for 2F on my phone in the My Telus app. I will avoid reinstalling from now on, but if the dev team could make it so you don't have to reset up 2F every time you happen to reinstall the app that would be optimal. Sadly when I called because I had no 'get verification code' setting the call center did not know how to help me. They needed to tell me that I needed to reset up 2F on my phone. Thanks again for being there for us when nobody else could. I made 4 calls to the call center and nobody could properly help.
hi dru - could you give us an update on the status of the My Telus app not opening? This is now going into Day 5, being locked completely out of our my Telus account if you have 2F turned on, an App that is still failing. Could you or someone please update us on what is being done about this within Telus, and how much longer this will take to fix? Also, could you comment on the idea in this thread about rolling back the app for now, to the version that worked before the current version, while they try to fix the latter? Thank you. This is very unsettling.
Agree with you Qrs, this has gone on way too long when a rollback option would have given us a temporary solution.
Ok I just spent 1 hour on the phone with Telus. And have no information. This is getting ridiculous. This person was nice but focuses on the security portal and had no clue about this app issue. However I will confirm when I called Saturday and Monday, three different people did know about this but they had no clue when it would be fixed. Then tonight this person put me on hold for 45 minutes to speak to a manager. They finally said they will call me when they can find one. I tried to get through to billing because maybe more people with the issue call them because, other than 2F which is what I really need it for, the My Telus app is used a lot for billing information - but the dept was closed. IT MAY REALLY HELP IF OTHERS ON THIS FORUM ALSO CALL TELUS SUPPORT- but it is absolutely brutal to get through. What finally worked is saying nothing until the automated voice gives you 5 options, still saying nothing, and then the voice says they will put you through to a customer support team member. The support for home security is 1-855-255-8828. I am feeling very uneasy about this, and wondering if this will even be fixed.
Thanks for your reply. What would make it easier and simpler for users in this situation is to provide a access to the previous version or versions so we could rollback until the current problematic version (in this case 4.117.1) is debugged.
