Getting help logging in

If you cannot remember your user name, you can have it sent to you from the login page. If you forget your password, you can reset it. You can also change your security profile if needed.

If you cannot recover your user name or password using the procedures below, you can call 1-866-240-7492, Monday to Friday from 8:00 a.m. to 8:00 p.m. ET or send an email to provider.mgmt@telus.com.

Obtaining your username

Resetting your password

Updating your security profile

Unlocking your account

Obtaining your username

If you have forgotten your username, you can request that it be sent to the email account associated with your username.

1. From your preferred internet browser, enter the Provider Portal URL: https://providerportal.telushealth.com/.

   The Log in page is displayed.

2. Click the Username link.

   

   The Forgot username page is displayed.

   

3. Enter your Email address and click Submit.

4. From your email inbox, retrieve the email that you were sent.

5. Log in using the user name that was provided in the email.

Resetting your password

You can reset your password from the Login page.

1. From your preferred internet browser, enter the Provider Portal URL: https://providerportal.telushealth.com/.

   The Log in page is displayed.

2. Click the Password link.

   

   The Forgot/reset my password page is displayed.

   

3. Enter your Username and click Next.

   A second Forgot/reset my password page is displayed. Its appearance depends on whether an email address is associated with your account.

   If no email address is associated with your account, you must answer the security questions before you can reset your password. The following screen is displayed:

   

   If an email address is associated with your account, you can reset your password by entering a verification code or by answering the security questions. If an email address is associated with your account, the security questions are displayed beneath the Send code button.

   

4. To reset your password by answering the security questions:

   • Answer the questions, and then enter your new password in both password fields.

   • Click Submit.

5. To reset your password by entering a verification code:

   • Click Send code.

     The following screen is displayed:

     

   • From your email inbox, retrieve the email that you were sent.

     

   • Copy the code.

   • Return to the Forgot/reset my password screen.

   • Paste the code into the Passcode field.

   • Enter your new password in both the New password and Confirm new password fields.

     As your password meets each rule, the rule is displayed in grey font. Rules that are not met are displayed in red font.

   • Click Submit.

     The following message is displayed:

     

6. Log in with your new password.

Updating your security profile

From your security profile on the login page, you can update your name, contact information, language, and security questions.

Note: You can also update your security questions after you log into the Provider profile, by clicking the Profile button and the Profile & security questions link, then using the Update my security profile page as described in steps 2 to 5 below. You will have to log in again after you submit your changes.

1. From the Provider portal home page, click Update my security profile information.

   

   The Update my security profile page is displayed.

   

2. Enter your Username and Password, and click Next.

   The Update my security profile page is displayed.

   

3. Update your personal information as needed.

4. To update your questions:

   • Click the Pencil button to display the selectable questions and the editable answers.

     

5. Update the questions and answers as needed, then click Submit.

   The security questions are required so that you can reset your password in the future.

Unlocking your account

The following screen is displayed if your account is locked:

Do the following if, after fifteen minutes, you are unable to log in, and you cannot answer the security questions as needed to unlock the account.

1. In the Contact us section, select Healthcare provider, clinic, or other organization.

2. Call TELUS Health at the phone number specified.

   A TELUS Health representative will unlock your account, reset your password, and provide you with a temporary password.

3. Log into the Provider Portal using your temporary password.

   The Change Password screen is displayed.

4. Enter your temporary password in the Current password field.

5. Enter your new password in the New password and Confirm new password fields.

6. Click Submit.

   You are logged into the Provider Portal.