Is reauthid.com actually linked to Telus?

[LG8192]

I signed up for a deal on a USA / Canada / Mexico roaming plan that I saw advertised on the Telus website during Black Friday, and then nothing really happened: no updates about the status of the order for days on end.

I called to follow up a couple of times and I’m confused because the people on the other end do not seem to have much information about me or my order, and I have to give them information. Now I’m asked to to take a picture of my driver’s license using a reauthid.com link that is clearly not related to Telus… the only reference I find to it is an older question in this site, also wondering if it’s legit.

Can someone from Telus actually confirm what is going on?

[Nighthawk]

I'm assuming the previous discussion you referenced is this one: https://forum.telus.com/t5/Mobility-Services/Why-Telus-identity-verification-links-do-not-point-to-t...

Normally Canadian carriers are required to verify ID when someone signs up for service. Were you an existing customer already?

While the link may be legit if the email came from Telus, I'm personally skeptical about reauthid.com because there is no information on that company or website associated with that domain. Telus may have some other way to verify that doesn't involve an unknown American website whose data retention policies are not known. Maybe they'll let you verify at a local Telus store in person?

[LG8192]

Thanks for your interest @Nighthawk  ! That is the message I referred to.

I am not an existing customer and frankly this experience doesn’t entice me to pursue the matter any further: the site seems designed to keep you going around in circles away from assistance.

I have considered going to a store and asking, although the original offer said something to the effect that the web store process is distinct and saves you the hefty connection fee.

To clarify, I don’t object to my identity being verified, all I expected to find is a mention or instruction in the Telus site stating that yes, the identity verification would happen through that service… Instead, I get text messages from somewhere in California (apparently) telling me to use reauthid.com

[TELUS_Support]

We do use reauthid.com as an ID verification measure. We typically send the link after speaking to a customer. Were you sent that link during/after a call or was it sent to you unsolicited?

[LG8192]

thank you very much for confirming. That’s what I was looking for.

Since you asked about the context, I’ll give you more details. Summarizing, it has been frustrating and confusing.

The problems started because I placed the order 5 days before a trip abroad and, 3 days later, I had not received any follow up and my order status link did not show up any updates (even though the order confirmation email promised a response within 24 hours).

During my first call I had to give the person in the other end the information in my order, correct them a few times because they didn’t seem to know about the Black Friday offerings nor know what I had ordered.

After giving my data again, I was told to expect a callback to verify my identity with the person who would call next but, because I was driving, I asked for a 30 minute delay so I could do so safely from work. This was blatantly disregarded: the next call arrived probably about a minute after hanging up the first call. Exasperated by the lack of consideration, I do not recall answering.

The next day I got a generic email apologizing for the lack of updates on the orders and promising that the web store team would catch up over the next 2 weeks.

Coming back from the trip, I still didn’t have any new information so I called again. This time I was told to “verify my identity” and received an amalgameast.reauthid.com link over SMS which came from an area code in California. I was still in the call and complained that the address did not belong to Telus.com but the response was that they understood I might not trust it but they could not process my order unless I gave it pictures of my drivers license. Seeing that the DNS record confirmed that reauthid.com is not affiliated to Telus, I decided to look for references that Telus actually uses that service web and found nothing. That is why I asked the question here.

Since then, I have received other unannounced SMS links, but now they come from short numbers I cannot verify. Some of those are probably affiliated to Telus because I have received Koodo messages from them in the past.

However the information I receive is contradictory: I have emails asking me to call between 10 am and 10 pm EST Monday to Friday, but last Saturday I lost a callback… which was quickly followed by another SMS with what seems to be an actual Telus link, sent from a short number but broken, probably created by someone without access to the data in my order because they mixed up my first and last names.

[TELUS_Support]

If you'd like we can go into your account and ensure that everything you are being told is accurate