I subscribe to Pik tv + stars and have the app on my iPhone 11. In the app I cannot play any on demand content, it only shows the title, a thumb mail and the description. No option to play the actual video.
Have you tried restarting your phone? That might get you in. You could call Optic TV Tech Support otherwise. If you visit your My Telus App, ensure that Pik TV is listed as a service with an account number attached into your profile. I believe that's the best way for you to manage things independent of an agent.