Can't access account

  • 2
  • Question
  • Updated 2 years ago
  • Answered
  • (Edited)
Just had my new phone delivered to my door 30 minutes ago and can't log into self serve to start doing things, like transferring my old phone number from my telus phone. 

When it asks me for my 8 digit account number, I tried entering any 8 digit numbers from the one piece of paper they send with my phone, such as the Customer #, but the page keeps giving me the error "
Information entered does not match with the account info."

Edit:  And now I've gotten it wrong 5 times so it's locked me out for an hour...
Photo of Kevan B

Kevan B

  • 406 Points 250 badge 2x thumb

Posted 2 years ago

  • 2
Photo of Sophia

Sophia, Mobile Master

  • 142,984 Points 100k badge 2x thumb
When you signed up for a plan, you should have received a service agreement. The account number can be found on that, e.g. 

Photo of Kevan B

Kevan B

  • 406 Points 250 badge 2x thumb
Found it.  Thanks! 

Now I just have to wait for the lock period to expire so I can try again.