Your SmartHome Security services have not yet been linked

[vw123]

I have an upcoming service appointment and was advised by email to download the smarthome app. Whenever I attempt to login to my account through this app, I get the "Your SmartHome Security services have not yet been linked" message, which is followed with "Please link them through My TELUS, then come back here". I don't see any options on My TELUS to do this, the service isn't even showing up under my account. 

I've already tried to reinstall, reset the cache/storage, and I've confirmed with telus support that email account is already linked. Any ideas on what else I could do to make it work?

[A-B · Accepted solution]

Hello, sorry about that. This is a known issue with new profiles in the system backend that we've seen from time to time. Give our SmartHome Security team a shout at 1-855-255-8828 and advise them of the error you're receiving and they'll be able to straighten things out for you.

[A-B · Accepted solution]

Hello, sorry about that. This is a known issue with new profiles in the system backend that we've seen from time to time. Give our SmartHome Security team a shout at 1-855-255-8828 and advise them of the error you're receiving and they'll be able to straighten things out for you.

[NicH]

I have spent over 2 hours on the phone to be put on hold 40 minutes later hang up and call again you are closed -- 8pm.  Great service from TELUS!  NOT IMPRESSED!

[GrumpyDad]

Also just spent an 1.5 hours in the phone with no help. She was nice, but had zero resolution. I'm canceling the service I if they don't figure it out quick. I was already lied to about how much it costs monthly... Now I can't access my security unless I'm home?! Wtf Telus?!

[TELUS_Support · Accepted solution]

If you're experiencing the same issue and reaching out to our team wasn't able to fix it, send us a private message here and we can discuss further!