Forum Discussion
"Your account login has failed"
We moved in two months ago and got the new android tv box. Since day 1 it has not worked. When we try to log in it just says 'your account login has failed'. Tech support has been 'troubleshooting' a...
Optik-Kate
TELUS Team Member
TELUS Team MemberHi Noffica, could you kindly elaborate on the screens you're seeing before you get to the "your account login has failed" error?
If you're being logged in automatically (and failing), I would suggest trying to log in manually. You can do so by
- Select "Settings" on the top right of the screen
- On the settings menu select "Account Information"
- Scroll to the bottom and choose "Switch account"
- On the next screen choose "Log out"
It should show you a screen where you can manually enter your username and password. I know it doesn't make a whole lot of sense that you need to log out of an account that you weren't able to login in the first place, but this is how to prompt the manual login page.
Let me know if you're able to manually log on. The investigation team is waiting for this confirmation before moving on to the next troubleshooting step. Thanks.
- Oh also, the instructions you gave are for changing the Google account associated with the Google Assistant and Youtube and other apps - not for the Telus TV+ account. We are stuck in guest mode no matter what and can't watch live TV because Telus won't verify our account (MyTelus account), whether or not we have a Google account logged in. Also, unfortunately the menu settings you suggested don't actually exist!
- Optik-Kate
Hi Noffica Thank you for the update. I've notified the investigation team and they're reviewing the ticket details. I'll let you know when I have further updates!
Hi Kate I was wondering if there was an update on this. We just got another bill today, and we have not had TV service for a single day since we moved in, over two months now. Also, Opus's response time is supposed to be 48h and it's been over 7 business days since we last heard from them. I am not sure why it's so difficult to get this fixed?
- Hi Kate,
Thanks for the reply. The error happens when we turn the set top box on - it goes to 'verifying' and then says could not be verified. We have already tried the manual login - it was the first thing we tried. We also factory reset the box, Telus replaced the box, we factory reset the new box, and so on. We cannot log in on the app either - it just says 'login failed'.
I have spoken to tech support about 12 times about this. One tech noted that there was no box serial number on the account, and that something wasn't provisioned correctly. That was fixed I believe but it still didn't work. Another tech sent it to the back office who sent it to your provider 'Opus' who tried something, which didn't work. It has now been sent back to 'Opus' again, but their responses have been taking much longer than the expected 48h. The ticket number is 5675751.
