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...
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
TELUS Team Member
TELUS Team MemberHi 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.
- Optik-Kate
Hi Noffica , I sent you a private message, please check!
- Yes, confirmed we tried a manual login today and still have the same error. Also, we cannot log in on any app, so it doesn't seem to be a box problem, rather an account problem.
- Optik-Kate
We did another account refresh yesterday on the backend. Can you confirm you tried to manually login today?
Hi Kate, I've explained previously that we get the same error "Your account login has failed" when choosing log in manually.
"We have already tried the manual login - it was the first thing we tried." - from my message a week ago.
- Optik-Kate
Hi Noffica in your first photo, please select log in manually. That will take you to the manual login screen where you can input your mytelus username and password.
Hi Kate, thanks for the photos. We do not have these options. Please see below photo sequence of what we see.
- Optik-Kate
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
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.
