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!
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.
- Nighthawk
Community Power User
If Dru says they are aware of the issue, software fixes can take time to make. Especially since the issue has affected several versions of iOS. The issue has only been present for less than a week so please be patient. No one that you can reach will have a way to fix the app crash on older devices, so calling them will just waste your time at this point.
While it doesn't show it on the iOS app store, the support contact listed for the Android version is [email protected].
