Forum Discussion

Noffica's avatar
Noffica
Organizer
3 years ago

"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's avatar
Optik-Kate
Icon for TELUS Team Member rankTELUS Team Member
3 years ago

Hi Noffica , there was a backend change on your account on the 10th to attempt to fix the issue. Are you still having the same login problem? 

Have you been able to log into any other platforms or are you having issues only on the box? 

Let me know if you can log into the web browser:  https://telustvplus.com/#/

Noffica's avatar
Noffica
Organizer
3 years ago

Hi Kate, thanks for the update. We actually weren't aware of the account change on the 10th until your message here. Unfortunately no, it did not work, the same login issue persists.

 

We cannot login to any other platforms whether app or browser.

  • Optik-Kate's avatar
    Optik-Kate
    Icon for TELUS Team Member rankTELUS Team Member
    3 years ago

    Hi Noffica We did another refresh of your account on the backend, can you please try to manually log in again? Please don't unplug the box (it will prompt the autologin which will reset the refresh we've done). Go to settings-> account info and switch account to manually log in.

    • Noffica's avatar
      Noffica
      Organizer
      3 years ago

      Hi Kate

       

      Thanks. However unfortunately the box will always auto login when it is powered on, and there is no way to avoid powering it on as it automatically turns itself off after being left on for a while.

       

      Also as mentioned above there is nowhere to 'switch account'. I went to 'settings', then had to go to 'device settings', then 'accounts' (there is no 'account info' directly under 'settings'). The only account under 'settings > device settings > accounts' was the GOOGLE account used to sign into the Google Assistant, Play Store, etc. - NOT the account that the box is using for MyTelus. Also there is no option to 'switch accounts' - I can only 'add another account', but once again that's just for the Google account for Google services.

      • Optik-Kate's avatar
        Optik-Kate
        Icon for TELUS Team Member rankTELUS Team Member
        3 years ago

        Hi Noffica, I'm going to post some instructional photos just to avoid any miscommunication on manual login, can you please give it a try and let me know if it's working for you?

        Turn on the STB, access Settings

        Scroll down to “Account Information”

        Scroll down to “Switch Account”

         

        Confirm Log Out

        Log back in with your TELUS account information

         

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