Updated Telus app won't open

[telus-iphone-us]

Hello to all. I just updated my Telus app this morning on my iPhone 8 running IOS 16.7.10. The app was working perfectly, but now the updated version crashs each time I try and open it.

I have tried re-booting the device, deleting and re-installing the app (a couple of times, with re-booting) and nothing is working Any thoughts or suggestions ? Thanks in advance

[sassafras · Accepted solution]

This morning there’s a MyTelus iOS app update that seems to have added back (at least) iOS 16 compatibility.

As part of the app sign in process it wanted me to enter a code from the app I was trying to sign in to though. 😆🤷‍:male_sign:

[qrs]

Ok I just spent 1 hour on the phone with Telus. And have no information. This is getting ridiculous. This person was nice but focuses on the security portal and had no clue about this app issue. However I will confirm when I called Saturday and Monday, three different people did know about this but they had no clue when it would be fixed. Then tonight this person put me on hold for 45 minutes to speak to a manager. They finally said they will call me when they can find one. I tried to get through to billing because maybe more people with the issue call them because, other than 2F which is what I really need it for, the My Telus app is used a lot for billing information - but the dept was closed. IT MAY REALLY HELP IF OTHERS ON THIS FORUM ALSO CALL TELUS SUPPORT- but it is absolutely brutal to get through. What finally worked is saying nothing until the automated voice gives you 5 options, still saying nothing, and then the voice says they will put you through to a customer support team member. The support for home security is  1-855-255-8828. I am feeling very uneasy about this, and wondering if this will even be fixed. 

[Nighthawk]

If Dru says they are aware of the issue, software fixes can take time to make. Especially since the issue has affected several versions of iOS. The issue has only been present for less than a week so please be patient. No one that you can reach will have a way to fix the app crash on older devices, so calling them will just waste your time at this point.

While it doesn't show it on the iOS app store, the support contact listed for the Android version is [email protected]. 

[qrs]

Thanks for your input. I just would say that Dru only said he would tell the developers about our thread but he didn’t even commit to an update. So we have no proof that Telus developers are actually aware of this or working on it. Someone at Telus needs to communicate something about this - what is the scope of the issue and importantly what is being done. There is no concrete evidence this is even being worked on which is very concerning. This is a primary app for Telus customers and I am now locked out of my account because I have no way to get a 2F code and should not need one but the trusted device function does not work. 

[Nighthawk]

The software developers aren't going to give a timeframe other than ASAP. When the updated app is available, it'll appear on the app store. The only scope of the issue is the app crashes on older versions of iOS. The devs aren't going to publically give great amounts of details around the causes, if any at all. Depending on what changed with the most recent release of the app, there may be multiple possible causes of the crash.

The address I posted earlier is the one that Telus provides for support on the app itself. It is probably the more direct route as it'll likely skip whatever internal red tape Telus has between departments.

[dru · Accepted solution]

Good news, everyone. We deployed a fix yesterday (January 16th) and this should be resolved now. If you haven't already, please check the App store for an update. 

The root cause stems from an issue with a 3rd party vendor who we worked with to resolve this. Thanks so much for your feedback and patience!

Edit: Marked as solution for visibility.

[qrs]

Thank you Dru. This is great news. Just a few things - can Telus use social media to alert customers to issues that are large that they know of, so we know things are being worked on? We all wasted a ton of time on this and I know from calling Saturday, that at that point the call center was getting tons of calls on this. Bell and Rogers do use social media to tell you of outages etc.. Also I learned to today on my own that if you reinstall the app which I did, it wipes out your 2F set up on your phone. It still showed 2F was enabled for me but I had to reset up everything again for 2F on my phone in the My Telus app. I will avoid reinstalling from now on, but if the dev team could make it so you don't have to reset up 2F every time you happen to reinstall the app that would be optimal. Sadly when I called because I had no 'get verification code' setting the call center did not know how to help me. They needed to tell me that I needed to reset up 2F on my phone. Thanks again for being there for us when nobody else could. I made 4 calls to the call center and nobody could properly help. 

[qrs]

Hello. 

To Dru thank you for your help. I do want to emphasize that this should not be an "IF" I hear back situation though. 

Do you realize that if you have 2F authentication turned on, you can't access your account without the My Telus App? It is the way you get the 2F code and sadly even when you try to make a device trusted, by checking off 'don't ask me again' it fails. You always have to provide a code so this is urgent. 

I have called the Telus support # twice and they also do admit there is an issue but I don't sense urgency. They said to wait a week. That is not acceptable. this is a security company so the apps must work and if something goes wrong we shouldn't be waiting days for a fix. 

Thank you for getting involved and I hope the idea above of rolling back to a version that works for now is done, and I hope that this gets fixed quickly and that you have an update for us soon. 

[Palaka]

my iphone 8 is impacted too.  mytelus app briefly flashes then disappears.  I use a backup method for 2 factor authentication until the mytelus app is fixed.

[qrs]

I have those backup codes printed out but I don't want to use them up. Luckily at this moment I can do without logging into My Telus or doing anything with my Security app but I am very disappointed that we are not getting updates on when this will be fixed. Or someone else suggested rolling back to the version that works until they fix this version. Nothing. Also someone mentioned frustrations with the automated voice system. It is brutal to get past the recorded voice and actually get through to a real person. I don't understand why Telus Support on X (Twitter) does not say something about the issue and at least confirm they are working on it. This is just so upsetting. 

[Mike97]

Same thing is happening to me. My Smart Home app is also telling me that I owe money for that service, which I don't, so that app is no longer accessible to me. Tried calling by the AI system is terrible. Awful service. 

[GL1]

The world of Ai artificial intelligence will never replace getting a real person. Service and support is taking a downward spiral. So disappointing. Improvement is definitely needed.

[TelUser39348]

I can't even login to My TELUS on their telus website (using browser).

Keeps saying that the website is down for maintenance for over a day now..

[TelUser39348]

I can't even login to "My TELUS" on their website (using browser).

I keep getting a message that says it's down for maintenance. It's been giving me that message for over a day now.

[FuzzyLogic]

What URL are you using? I just logged into my account with my browser and the app without issue.

[TelUser39348]

That's weird. The URL when I enter my credentials is:

https://www.telus.com/telus-login-v2?service_type=mytelus&acr=ci-loa3-mytelus&goto=https%3A%2F%2Faut...

First time i've run into this issue.

[TelUser39348]

Exact message I get is:

"Our login system is currently down for maintenance. Please try again shortly."

[sassafras · Accepted solution]

This morning there’s a MyTelus iOS app update that seems to have added back (at least) iOS 16 compatibility.

As part of the app sign in process it wanted me to enter a code from the app I was trying to sign in to though. 😆🤷‍:male_sign:

[qrs]

I am beyond myself at this point. Ok this is great information sassafras thank you. I went to the App store and yes, the new version is there. BUT THERE IS STILL A HUGE ISSUE - Like you said, it asks you for a code which it never did before but I must have made it a trusted device so that no longer worked, so it asked me for a code because I have 2F turned on. So I used one of my 6 backup codes. I'm in, BUT HERE'S THE BAD NEWS - there is no longer the functionality to generate codes for 2F. You would go to Security Settings and it would have the 'Get code now' function. TODAY - that is gone. All you see is Password, Recovery method and 2-factor authentication Enabled but when you go into that, you just see backup codes. So for all of us with 2F turned on, we only have the backup codes to use. They will run out and I'll have to worry about having them with me ore replenishing them all the time. There should be a function that says "get code now' and it is gone. 

It does say my 2F is enabled but the very bad news is that the My Telus app no longer provides 2F codes. That was one of the main reasons I installed it. 

This is crazy. 

So now what? I spent hours on the phone this week, opened a ticket, was told a manager would call me which of course did not happen. 

I feel as if the only option is to turn off 2F which is an awful option in the world of cybercrime. 

I am at a loss as to what to do now. This is a mess. Who do we tell about this new issue? 

[Palaka]

Thank you for the heads up!  I had to delete the old app and download the new version.  Setup required my 'backup' text to my phone since the primary mytelus app 2F authentication was not going to work of course.  I'm thankful the IT gurus sorted this out but quality control is abysmal.  Now to get the online call control add number functionality back...

[telus-iphone-us]

Hi sassatras, I'm the OP on this. The My Telus app is working for me again. Thanks very much for letting us know!

[qrs]

Can you and sassafras let me know something - do you have the same issue as I do - if you have 2F authentication turned on, then when you go to where you would normally go to get a code, do you have the same issue that I have - that there is no longer the 'get code now' function? I had to use a backup code. 

The only reason that I installed the My Telus App was to use it to generate 2F codes.