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What to do if I lost or switched my phone?

Important information to know if you lose or switch your phone

I switched my phone

If you swapped or switched your mobile phone, there are a few things to keep in mind to protect your account and security system:

Primary phone contact

If you switched to a different phone number and you are the primary login/master user, the primary contact on the account should be updated if the phone number is different. This ensures that your contact information is up to date in case you need to be contacted for any reason.

Rules and notifications

The rules and notification on your account should be updated to reflect any phone swaps. The new phone should be added to the list of contact recipients for any desired rules and notifications, and the old phone should be removed from any rules or notifications.

Geo-Services

With switching to a new phone, you should also update your Geo-Service's list of phones that are attached to the account. In this case, we recommend deleting the old phone from the Geo-Devices list on your account and adding the new phone to the list.

Emergency contacts

If you changed your phone number, the Central Monitoring Station needs to know if any of your Emergency Contact phone numbers need to be updated. Make sure to either update the Emergency Contact fields in your account through the TELUS SmartHome app or by calling TELUS at 1-855-255-8828.

I lost my phone

If you lost your phone or need to disable a login, you can choose to log out all devices so others cannot access the app. This is applicable to those who use the Keep me logged in feature without re-entering the password.

To disable automatic login for a device using the web portal
:

  1. Log in to the
    web portal

  2. Click
    Settings

  3. Click
    Devices

  4. Click
    Lost Device

  5. Select the login to be disabled using the Disable Automatic Login to this Account for dropdown menu

  6. Click
    Submit

To log out all devices using the web portal
:

Note
: You will need to change your login password with this method.

  1. Log in to the
    web portal

  2. Click the
    Login Information
    icon

    login setup

  3. Click
    Password

  4. Fill the Current Password, New Password, and Verify Password fields

  5. Click to select
    Log out all devices

  6. Click
    Save

To log out all devices using the TELUS SmartHome app
:

Note
: You will need to change your login password with this method.

  1. Log in to the TELUS SmartHome app

  2. Tap the
    Menu
    icon (three lines) at the top left hand corner of the screen

  3. Tap
    Login Information

  4. Tap
    Password

  5. Fill the Current Password, New Password, and Verify Password fields

  6. Tap to select
    Log out all devices

  7. Tap
    Save

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