Forum Discussion
Unable to update expiring credit card on file
Hello,
My credit card to pay for my streaming services (Disney, Netflix, etc.) is about to expire at the end of this month.
I tried logging in online, but I got a new phone in the last few months and the log in verification (using either the app or web browser) is being sent to my old phone, which I no longer have access to. I have a backup email set up, but when I use it - no emails come through. This means I have no way to log in to my Telus account.
When I search for a phone number or online form to fill out to ask how to change my credit card - the online form says that it is not for billing questions and I will not get a response if it's a billing question. There is also no phone number for billing questions.
This means I cannot log in to my account, cannot phone anyone, cannot fill out an online form, and I have no way to get ahold of anyone in general. Is it not possible to update my credit card in this situation?
5 Replies
TELUS_SupportOfficial Support Team
That is amazing! Glad it has been resolved!
Hello,
I was able to get into the account with streaming services! It was under another email address that I was able to change the password on.
Thank you for your help!
- TELUS_Support
Did you change your phone number? If you only changed your phone but the number is the same you should still be getting the verification on your new device. Try resetting through this site: https://www.telus.com/my-telus/forgot/password
Hello,
I had to create a new username because my original was based on the email address that I can't log into anymore.
No change in phone number, no change in email address, tried resetting through the website, tried resetting through the app. I've tried all of the simple, self-help options. As mentioned in the original post - no reset methods work because the authenticator app/text message is not coming through or is going to my old phone. Email reset options are not coming to my email address, I've tried at least 6 times at this point. Is there a phone number or email address that can either help me get logged in or change my credit card on file?- TELUS_Support
We should be able to assist here, but customer service is also able to assist. We'll send you a private message
