Forum Discussion
Logon Annoyance
Why do I need a security code emailed to me every time I logon to MyTelus?
"Trust this device" has been checked over and over and...
12 Replies
Better question, why does it take 30 minutes for an email code to send to my email provider? Every single other 2FA service I have ever used, the email is already in my inbox as soon as I open the app. It shouldn't take more than a few seconds. Are they making people send these emails manually? What the actual f*ck is up with Telus. I swear to God they're stuck in 1998.
I'm using the browser option (Chrome on Windows).
I rarely clear cookies/cache and certainly not recently.
- Nighthawk
Community Power User
What device are you using to login? Are you using the app or a browser?
The device is a Windows 11 desktop computer.
I'm using the Chrome browser.
- C_Fun
Community Manager
Hi there! The security code is part of our two-step verification to help keep your account safe. Even if you’ve selected “Trust this device,” sometimes your browser settings (like clearing cookies, private browsing, or security updates) can cause the system to ask for a new code again.
To reduce how often this happens:
- Make sure cookies are enabled for the My TELUS site.
- Avoid clearing cookies/cache too often.
- Always log in from the same browser and device when possible.
The problem persists.
In the course of checking that out, I discovered another bug on the site. Looking at my Trusted Devices (from the dropdown), there were 5 entries, all old, that didn't make a lot of sense to me. So I opted to select "Remove All" and completed that dialog. Returning to Manage Devices... guess what... the 5 were still there. Tried this a couple of times with the same result. So, then I tried removing them one by one and, voila, they're gone. "Remove all" needs some work.
El-EricAppreciate your feedback - we do have an option to remove 2FA at all in case that this is an on-going issue for you and you don't want to have 2FA
Cool. How do I make the code not take 30 minutes to send? Why does the code take 30 minutes to send? Why is the code not instantly sent like every single other 2FA service? Steam, Instagram, Tiktok, Gmail, Windows, RobertSpaceIndustries, etc. All of these apps/services use 2FA and all of them have my 2FA code in my inbox or as a text message INSTANTLY, but Telus takes half an hour to send me 6 digits via email so I can pay my bill. Why? Who's responsible for this? Do they still have a job? If they still have a job, why do they still have a job?
- El-Eric
It's hard to provide an answer to this that doesn't sound dodgy but I never have to wait 30 minutes for a code and it is always instantly in my inbox as I open my Gmail app.
If you have an iPhone and a Gmail account, please note that Google does not allow Push email retrieval outside of the Gmail app itself so if you're using the Mail app you will need to manually fetch new emails. Unfortunately we don't have control over that.
Not sure about specific cookies for Telus, but I've never knowingly disabled them.
I rarely clear cookies/cache, except when trying to follow suggested corrective action and that has not happened for a long time.
I am using the same browser (Chrome) and device (Windows 11 computer), and get the security prompt even when I satisfy it and log in successfully, and then immediately log out and try to log in again.
