My TELUS app

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Jlee9669
Neighbour
Since the most recent update I can’t log into the app. It keeps telling me that I have no products or services linked to the account even though I have 3 phones on the account. Using an iPhone 7 with iOS 11.4.1. I can log into the webpage but not the app.
Community Power User
Community Power User

Just to confirm:

  • all your services show when you access via the webpage?
  • you are using the same login credentials for both?
  • does the account number show at the upper righthand corner of the App screen? There is option to choose accounts.
  • is there an option to link accounts in the menu (three horizontal bars) of the App?

The App works for me.

NFtoBC
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Jlee9669
Neighbour
Hello. In order

Yes

Yes

No I can’t get past the login screen

No I can’t get past the login screen

Any ideas? TIA.
Community Power User
Community Power User
Have you deleted the app, restart the phone and trying installing the app and logging in?

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Jlee9669
Neighbour
Yeah I tried that as well with no luck. I keep getting the message that I have no services linked to the account, which I do as they show up on the website. Same login info for both.
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Community Power User
Community Power User
Probably time to delve into it with Telus tech services. Clearly something is not linking your credentials to your account.
NFtoBC
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Jlee9669
Neighbour
Probably right. Thanks for trying to help. Much appreciated.
Lola
Rockstar

There are no complaints on the Telus app page resembling yours, but quite a few saying the last update broke the data widget.

 

That aside, try emailing the app developers. To save time, in your original email give them answers to the routine questions they'll ask. Tell them if the problem happens on WiFi and data, and if it happens on various devices, iOS and Android, if you can test that, and if you use a VPN. Tell them how long it's been happening, and what remedies you've tried.

 

I've been working for months now with Norton Security App developers on a similar problem to yours. So far no permanent remedy. It's frustrating for me and them.