Forum Discussion

Mugwamp's avatar
Mugwamp
Neighbour
11 months ago

Crave says not subscribed

I have called 10 times now trying to get my crave to work. No one in tech support seems to be able to solve my issue. I have a crave account but when I log in mobile, web, or even in the tv itself it says I don’t have a subscription even though I am paying. Techs have removed and the added, tried to trigger an email that always says pending, then never call me back. Tickets have been outstanding for weeks. 

4 Replies

  • emmy86's avatar
    emmy86
    Neighbour
    30 days ago

    I had the same issue for the past few days. TELUS online account confirmed I was still subscribed.

    Ultimately I was able to fix it by signing into the mobile app on my phone (though it initially said not subscribed there too…), searching for some of my shows, and waiting 10 minutes lol. For some reason after that, I was showing as subscribed again in all versions of the app! 

    Maybe try logging out of all instances and attempt the mobile app again, as it for some reason worked for me.

  • TELUS_Support's avatar
    TELUS_Support
    Icon for Official Support Team rankOfficial Support Team
    11 months ago

    While I can’t access your account directly here, it sounds like there may be an issue with how your Crave subscription is linked to your TELUS account on the backend. Please ensure that your Crave subscription shows as active in your My TELUS account. If it’s not showing, it may not be provisioned correctly. You should be logging in through the “TV Provider” option and selecting TELUS as your provider — not using an email/password if you subscribed via TELUS.

     

    If the issue persists, please send us a private message with your account number and contact details.

    • Assan's avatar
      Assan
      Neighbour
      2 months ago

      I do have the same issue, I do have the crave subscription with Telus and it only shows the CTV and CTV2 when I login to crave app with tv provider, I could use this service for many years but suddenly it's not working. none of technical team over the phone could resolve the issue, they are saying you can watch it with telus tv box(just excuse). i believe it's not provisioning correctly to Crave and need to get fixed. can you help on this

      • TELUS_Support's avatar
        TELUS_Support
        Icon for Official Support Team rankOfficial Support Team
        2 months ago

        Does your Crave subscription show as active in your My TELUS account?

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