Updated Telus app won't open

[telus-iphone-us]

Hello to all. I just updated my Telus app this morning on my iPhone 8 running IOS 16.7.10. The app was working perfectly, but now the updated version crashs each time I try and open it.

I have tried re-booting the device, deleting and re-installing the app (a couple of times, with re-booting) and nothing is working Any thoughts or suggestions ? Thanks in advance

[sassafras · Accepted solution]

This morning there’s a MyTelus iOS app update that seems to have added back (at least) iOS 16 compatibility.

As part of the app sign in process it wanted me to enter a code from the app I was trying to sign in to though. 😆🤷‍:male_sign:

[FuzzyLogic]

Which Telus app?

[telus-iphone-us]

Hi it is the My Telus app.

[sassafras]

Same; I actually just created a forum account to post/ask about this as well after not seeing any other posts on it (until now).

I think they (hopefully unintentionally) slipped up and excluded iOS 16 support in their latest MyTelus app update on Wednesday.

Hopefully we grab the attention of the right people to get this remedied. 🤞

[Nighthawk]

I checked with my iPhone 7 and the MyTelus app also fails to launch on iOS 15.8.3. When the app is tapped, it tries to launch and instantly closes.

[telus-iphone-us]

Thanks for replying; yes that is exactly what is happening in my case.

[Rocky3]

Telus app just worked without flaw. Have not used in a long time. BONUS, found message a pro. After Ai asked a few questions I was allowed to state my issue and await a reply.

I suggest uninstall/reinstall

[telus-iphone-us]

Thanks for replying. I have done several uninstalls an reinstalls. 
The issue seems to be at this point, related to certain versions of IOS.

[Rocky3]

---

@Rocky3 wrote:

Telus app just worked without flaw. Have not used in a long time. BONUS, found message a pro. After Ai asked a few questions I was allowed to state my issue and await a reply.

I suggest uninstall/reinstall

---

I have Android, so yes it may be a iPhone version issue

[WG1]

Tried the uninstall/reinstall route, no difference, the app still won’t open.

[GL1]

You’re not alone on your issue with the app. I also have the very same issue using an iPhone 8 with ios16.7.10 latest update for this iPhone 8. I reached out to apple support but they couldn’t help and referred me to developer support with Telus which was somewhat frustrating not getting anyone there to support this issue. Disappointed for sure!

[telus-iphone-us]

Thanks for replying; hopefully there is enough users now with this issue that Telus app developers will take notice and correct it. Looking at the version history it is the My Telus 4.117.1 that is the culprit; version 4.117.0 from three weeks ago worked fine (in my case).

[WG1]

I have the same issue with my iPhone 8 Plus running 16.7.10. The My Telus app will try to open and closes immediately after displaying a white screen for a second or two.

[mtn1]

I'm having the same problem on iPhone 11 running iOS 16.6.1. The app immediately crashes when I try to open it. Uninstalling and reinstalling the app hasn't worked. Hopefully Telus can fix this soon.

[sassafras]

As the title says, after updating to the latest iOS MyTelus app (4.117.1) yesterday, I can no longer launch the app at all. It flashes white for a second, then crashes/closes. I've deleted, restarted, and redownloaded to the same result. Looking at recent app store reviews, I'm not alone on this.

Was this intentional? Does TELUS no longer wish to support older devices running on the latest iOS version available? Or, hopefully, this was an oversight.

Please fix this ASAP, or at least roll back temporarily so we can get a working version of the app again!! 

[Volts]

I'm In the same Situ....

typically I will wait to do update....

unfortunately Not this time...

I need call control to be avail. !

@Anonymous 

please Fix

[telus-iphone-us]

Hi, I don’t believe this was intentional in terms of forcing users to upgrade their devices. I would not upgrade if the app permanently no longer worked on my device,  but I might consider switching providers.

[dru]

Hi everyone. Thanks for flagging this to us. We'll report it to our Dev team for review and if/when there are updates to share, I'll post it here. Stay tuned!

[telus-iphone-us]

Thanks for your reply. What would make it easier and simpler for users in this situation is to provide a access to the previous version or versions so we could rollback until the current problematic version (in this case 4.117.1) is debugged.

[qrs]

hi dru - could you give us an update on the status of the My Telus app not opening? This is now going into Day 5, being locked completely out of our my Telus account if you have 2F turned on, an App that is still failing. Could you or someone please update us on what is being done about this within Telus, and how much longer this will take to fix? Also, could you comment on the idea in this thread about rolling back the app for now, to the version that worked before the current version, while they try to fix the latter? Thank you. This is very unsettling. 

[telus-iphone-us]

Agree with you Qrs, this has gone on way too long when a rollback option would have given us a temporary solution.

[qrs]

Ok I just spent 1 hour on the phone with Telus. And have no information. This is getting ridiculous. This person was nice but focuses on the security portal and had no clue about this app issue. However I will confirm when I called Saturday and Monday, three different people did know about this but they had no clue when it would be fixed. Then tonight this person put me on hold for 45 minutes to speak to a manager. They finally said they will call me when they can find one. I tried to get through to billing because maybe more people with the issue call them because, other than 2F which is what I really need it for, the My Telus app is used a lot for billing information - but the dept was closed. IT MAY REALLY HELP IF OTHERS ON THIS FORUM ALSO CALL TELUS SUPPORT- but it is absolutely brutal to get through. What finally worked is saying nothing until the automated voice gives you 5 options, still saying nothing, and then the voice says they will put you through to a customer support team member. The support for home security is  1-855-255-8828. I am feeling very uneasy about this, and wondering if this will even be fixed. 

[Nighthawk]

If Dru says they are aware of the issue, software fixes can take time to make. Especially since the issue has affected several versions of iOS. The issue has only been present for less than a week so please be patient. No one that you can reach will have a way to fix the app crash on older devices, so calling them will just waste your time at this point.

While it doesn't show it on the iOS app store, the support contact listed for the Android version is mytelusapp@telus.com. 

[qrs]

Thanks for your input. I just would say that Dru only said he would tell the developers about our thread but he didn’t even commit to an update. So we have no proof that Telus developers are actually aware of this or working on it. Someone at Telus needs to communicate something about this - what is the scope of the issue and importantly what is being done. There is no concrete evidence this is even being worked on which is very concerning. This is a primary app for Telus customers and I am now locked out of my account because I have no way to get a 2F code and should not need one but the trusted device function does not work. 

[Nighthawk]

The software developers aren't going to give a timeframe other than ASAP. When the updated app is available, it'll appear on the app store. The only scope of the issue is the app crashes on older versions of iOS. The devs aren't going to publically give great amounts of details around the causes, if any at all. Depending on what changed with the most recent release of the app, there may be multiple possible causes of the crash.

The address I posted earlier is the one that Telus provides for support on the app itself. It is probably the more direct route as it'll likely skip whatever internal red tape Telus has between departments.