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Troubleshooting Shaw ID Issues

Learn how to fix issues with Shaw ID.

Shaw ID already exist with this email address

  1. Go to my.shawdirect.ca
  2. Click Forget Password.
  3. We will send you an Activation Email.
  4. Once logged into Shaw ID using the password, there will be no account/service linked.
  5. Click Add Account.
  6. Enter the Account Number and Postal Code.
  7. My Shaw Direct will refresh with the appropriate service and Shaw ID will update as well.

Unable to add additional accounts

If you want to add additional accounts to your Shaw ID but cannot see “Verify Account” button, try using Google Chrome. Other browsers have some known glitches with this process. For more information on linking accounts, check Shaw ID - Step by Step Guide.

Gmail spam issue

Gmail monitors email usage and will move emails to Spam folder if you don’t open any email regularly.

  1. Check if the email went to Spam folder:
    • Drag it to your inbox; or
    • Click Report Not Spam.
  2. If the e-bill is not in the Spam folder, follow these steps:


Mark @sjrb.ca as safe (Desktop)

  1. Login to Gmail account.
  2. On the top right corner, click the cogwheel.
  3. Click Settings.
  4. Click Filters and Blocked Addresses.
  5. Click Create a new filter.
  6. Enter @sjrb.ca in the From field.
  7. Click Create filter.
  8. Click Never send it to Spam.
  9. Click Create filter.
  10. You should now see @sjrb.ca on the list.


Mark @sjrb.ca as safe on (Mobile)

  1. Locate the e-bill email in the Spam folder.
  2. You will see an alert: “Why is this message in spam?”
  3. Tap Report not spam.
  4. Another option is to tap on the three dots (top right corner).
  5. In the list of options, tap Report not spam.