Username/password FAQ

1. Which username and password should I use?
2. Can I change my password?
3. What if I forget my password?
4. Can I change my username?
5. What if I forget my username?
6. If my username is locked, how do I unlock it?
7. How many times can I try to log in?
8. I have more than one phone number. Do I need more than one username?
9. How do I change my e-mail address?
10. I provided an e-mail address when I registered. What is this used for?

1. Which username and password should I use?

   We have recently merged our Internet Services and telus.com web sites. If you have both a telus.com and Internet Services username, use your telus.com username and password. If you only have an Internet Services username, log in with your Internet Services username and password. If your username is not compatible with the new telus.com web site, you may be asked to re-register.

2. Can I change my password?

   Yes. To change your password, log in to your account. At the top of the right column, you'll see a link called "Change your user profile." Click on the link and fill out the "Change your password" form. Your new password:

   • Can be a mixture of letters, numbers, and punctuation.
   • Must be at least 6 characters
   • Is case sensitive - passwords must be entered exactly, so if you use capital letters in creating your new password you must use them whenever you use the new password to log in (e.g. "kitten12" vs "KITTEN12").
   • We recommend you don't use common words or names that could easily be guessed by someone else.

3. What if I forget my password?

   If you forget your password, go to log in and select forgotten password. For security reasons, you will need to enter your username, and re-confirm your identity by answering the Security Question you provided when you first registered. We will then e-mail a temporary password to the e-mail address you provided when you registered. You will be prompted to change your temporary password when you return to log in.

4. Can I change my username?

   Yes. To change your username, log in to your account. At the top of the right column, you'll see a link called "Change your user profile." Click on the link and fill out the "Change your username" form. Your username must be 6 to 30 characters and should be difficult to guess, but easy for you to remember. Your username is not case sensitive, so you can use lower or upper case.

5. What if I forget my username?

   If you forget your username, go to log in and select forgotten username. For security reasons, we will need to re-confirm your identity. You will go through a similar security confirmation process to re-issue your username as you did when you first registered for your account. This username will be e-mailed to the e-mail address you provided when you registered.

6. If my username is locked, how do I unlock it?

   To unlock your username, please call us at 1-877-myTELUS (1-877-698-3587) from 6am - midnight (mountain standard time), 7 days a week. You will be asked to provide some information to verify your identity.

7. How many times can I try to log in?

   You can try to log in up to five times. After the fifth attempt, your username will be locked for your security and you will need to contact a Customer Service representative to unlock your account at 1-877-myTELUS (1-877-698-3587).

8. I have more than one phone number. Do I need more than one username?

   You can access any residential phone numbers associated with your account through one username.

   To add other phone numbers, log in to your account. Under your account summary, you'll see a link called "Link more accounts". You'll need to to have your TELUS bill for the phone number you wish to add. A letter will be sent to the billing address confirming that this phone number has been added to your TELUS username.

9. How do I change my e-mail address?

   To change your e-mail address, log in to your account. At the top of the right column, you'll see a link called "Change your user profile". Click on the link and fill out the "Change your e-mail address" form.

10. I provided an e-mail address when I registered. What is this used for?

    The e-mail address you provided during registration will be used to send you a forgotten username and/or temporary password if you request one in the future.

    Also during registration, you may have chosen to subscribe to periodic TELUS product and service updates, promotions and offers by e-mail. For more information, please see our privacy pages.

    When you provide an e-mail address in your registration profile, please ensure that it is one you use frequently and that you check it for accuracy.