Sorry, you are not authorized to access this information when trying to use myTelus
I have been a prepaid telus client for over a decade. I have always used the myTelus app to manage my account. For the last several months, the app has logged me in, showed that it sees my account, and then redirected me to the web/browser version instead of letting me use the app. The web/browser version then also logs me in, shows my current account, but when I try to actually do anything with the account, clicking the "manage" button brings me to a screen saying "Sorry, you are not authorized to access this information." This happens on any browser, any device. I have checked ownership and account access level, and I am correctly listed as the owner I have called customer service 3 separate times about this issue, and they all just lie and say it is a momentary bug and to try again. This has been going on for months. They are useless. I now have to call #123 to load money once a month because i cannot set up any authorized payments or even change my settings or offerings. Or i can call and talk to customer service, which is infuriating, and they charge a fee for help!Get To Know The My TELUS App
Get To Know The My TELUS App Did you know we have a highly rated app that allows you to check your bills, usage, and much more at the tip of your fingers? We know that your time matters, and the My TELUS app has got you covered! Let's take a look at everything you can do with the app. The benefits of using the My TELUS app Making changes to your plan & add-ons Viewing your bill & usage details Setting up data notifications & limits Checking/keeping track of your data usage Reduced wait times on the phone How to create & access your account 1. Download the My TELUS app on your iPhone or Android device or text “app” to 54555 to download. Alternatively, you can also access the web version here. 2. Once downloaded, you’ll have the option to sign up for My TELUS or log in (if you’ve already created an account in the past). 3. Log in and you’re ready to go! You can now make changes to your services & view your usage details. If you have any questions, reach out to us over on our Facebook page or Xaccount, or send a private message to our TELUS_Support handle and we'll be around to help! FR version
MyTelus App access issue after account cancellation; collection agency contacted despite fee miscommunication
I had Telus mob. account <Admin edit: removed personal info. Please see house rules.> with 2-year cont. In May 25 and prior to end of term (June 2025), I requested cancelling the account, keep phone and transfer number to a regular Telus mobility. We were told by Rep at Telus Wireless City Calgary that we would be contacted for remaining fee of 300 Canadian Dollars as we decided to keep phone. I tried to access account via "MyTelus App" and every time a message that account linked to email and log in credentials was cancelled and no access. Not even given account number to use in communications. I called Customer Service and every time I call to check, Telus Rep came back with answer that they could not see any outstanding fees on any of accounts. I kept checking and all of a sudden, I received a call from collection agency. I requested details from agency, and they provided Telus account details related to case. I phoned Telus back and filed several complaints and escalated issue several times to Escalation Team. Hours of phone calls, I tried to explain to them that previous Telus reps miss-communication and misleading info and also me having no access anymore to the account via MyTelus App led to this issue. I didn't receive any mail/communication from Telus to my address or email linked to MyTelus account informing me with outstanding amount. After escalation team filed a request form to Payment Depart, request was denied and reason was that Telus sent me a message at time I cancelled the account, which was received. By the way we were informed by the Telus Rep at time of cancelling account that a message was going to be sent and we received it, but no info on account billing. However, they totally ignored issues listed above, which were initiated by their system and reps and led to me being penalized for their mistakes and chaos. In Feb 26, escalation team directed me to Payment Department and pay was done after much hassle and surprisingly after a month I figured that Telus didn't send payment notification to collection agency creating issues and problems. I need Telus to cancel case with collection.
Bug in Credit Check Webform
Forgive me if this is the wrong place to post this, but I can't find support for Telus' website or app. I can't add a mobile service to my cart. During the "Verifying details with a credit check" step, I get an error saying my BC driver's license number is invalid. See screenshot. I tried different family members’ BC driver’s licence numbers and none pass validation. It appears to be a bug in the web form.TELUS Device checkup - Self-Diagnose & Troubleshoot Your Phone
Through the My TELUS App, we’ve launched a new way for customers to self-diagnose and troubleshoot your phone issues. By running a Device Checkup on your phone, you can resolve common issues such as: Phone hasn’t been restarted in 30+ days Settings causing perceived issues: airplane mode is on or data is-off causing calls/texts to be missed. Outdated software version causing performance glitches. Low storage creating app crashes or slowdowns. Battery drain from high screen brightness or background apps. And more! Completing the Device Checkup on your phone is quick and simple. To do so: Access the My TELUS App on your iOS or Android phone Go to “Support” Scroll to “Quick actions” and select “Run a device checkup” Select the category you’d like to diagnose Audio, Camera, Connectivity Display, Power and battery, or Run a full checkup Your phone will complete a series of automated tests, followed by a few short guided interactive tests Once completed, you will be provided with the results of your assessment, followed by Smart Suggestions on how to overcome your issues, as well as tips on how to optimize your phone to run better. Version FR
Stream+ selfserve gone - mytelus deleted by CS
I am experiencing an unusual situation and I am unable to get support;was on phone for 1.5 hrs and they couldn't help me. sequence of events: - in Oct 24 I signed up for stream+ and added to myTelus profile, everything worked fine and self-serve was visible when logging in to my account. This was charged to my cc monthly; a standalone service. - Yesterday when trying to update account manager and members I accidentally locked myself out of self serve functions on account by setting myself as member - contact CS on chat; informed he could only fix by deleting mytelus profile and starting new one. CS agent deleted my old mytelus profile and started a new one. received onboarding email, created password and regained access to mobility self serve. - Later on I noticed the original stream+ service was no longer visible; not re-linked to new mytelus profile, became entirely inaccessible. This means can no longer update payment, cancel etc- this is a self-serve only service. - noticed I could start a new stream+ on the new mytelus account - better EPP rate which I did, now am being billed twice, once for original stream+ which I and CS can't access on the back end (spent 1.5 hrs on phone with them), and new account which I want to keep. - need is to either link the old stream+ subscription to new mytelus profile with different email address so I can cancel it myself, or I need Telus to cancel it so I stop getting charged monthly on my visa. old emails from original stream+ have no identifiers other than email which isn't useful as original mytelus profile was wiped from system and new mytelus profile initiated with the same email address. I am able to see transaction numbers on credit card statement for old service which may be useful to find old subscription Either has to be resolved by Telus, or only option input a chargeback, change visa number - really not beneficial to either party
Can't complete upgrade to new phone
Telus app and telus website will not process the phone and phone plan I am trying to purchase. Both the telus website and telus app I get stuck at infinite loading screen at "Payment details Check that your billing address matches your card's address." Will not process. I confirmed my bank address matches my billing address, updated my credit card by deleting and re-adding, and my billing address is current on all accounts. I called telus and they could not help me but offer me the same plan and phone for way more than the offer I have available. past that point.
