Frequently Asked Questions

On the website Log in to My TELUS. If you don’t have an account, register for one now Select either the Overview or Billings tab in the top navigation bar. If you have multiple accounts, select the one for which you’d like to make a payment Select Make a payment in the top left or Pay Bill in the right-hand column Complete and submit the online form Note: If you’re making a payment by credit card, you can select Save credit card to make future payments faster.

Log in to My TELUS. If you don’t have an account, register for one now If you have multiple accounts, select the one for which you’d like to set up payments Select Set up pre-authorized payments Complete and submit the online form Note: If you set up pre-authorized payments on your bill due date, make a one-time payment to avoid any late charges. Your next bill will be paid automatically.

Log in to My TELUS Select My Profile from the menu at the top Select the desired account number if you have multiple accounts with TELUS Select Change Billing Address Enter your new billing address information. If the address cannot be found through auto-complete powered by Canada Post, enter the address manually by selecting Add it manually Confirm your new address and select Submit. Please ensure your billing address matches with the address associated with your method of payment A confirmation message will be displayed with the updated billing address

Log in to My TELUS Select the My Profile tab at the top of the page If you have multiple accounts with TELUS, select the desired account Select Forgot your PIN? Select a method of verification to receive the 6-digit verification code on the selected method of contact: Email or Phone numbers used in the account to receive call or SMS Enter the 6-digit verification code Select the new PIN. Please do not select a weak PIN. Repetitive PINs such as 000 or sequential PINs such as 1234 are not accepted Enter the new PIN again to confirm Select Submit Confirmation page will display

Update your SIM number in My TELUS Register or log in to My TELUS and visit the change your SIM card page. If you have multiple subscribers or phone numbers, follow these steps below to bring your number to TELUS: Go to Plans & Devices in My TELUS Select the subscriber that will be swapping their SIM card Select the Device tab Select Swap your SIM card and follow the steps on that page

You don't need to register accounts separately. You can link them with My TELUS. You can also link multiple TELUS services with different bills in My TELUS. If you are a registered My TELUS user: Log in to My TELUS Select Link a service through either option below:

Every TELUS customer gets assigned a bill cycle. At the start of each bill cycle, you're charged for your regular monthly services, which are billed 1 month in advance. Your first TELUS bill will be different from future TELUS bills. Your activation day may not align with your bill cycle date so you will incur a partial charge. You may also see a one-time charge such as a connection fee or installation fee. This means your first bill could be higher than your regular bills.

You may also see partial charges or credit when you make a change to your plan. This happens if you change your plan on a day that is not aligned with your assigned bill cycle. This means you’ll see partial charges or credit for the change from the date you made the change until your bill cycle date, as well as a charge for next month’s regular bill.

Since you're billed one month in advance, we adjust your monthly bill when you make a change to your rate plan or services. On your next bill, you will see the following line items: A partial credit that covers the period when your previous rate plan or service was not used A partial charge for the period you are on the new rate plan or service for the current month The regular monthly charge for the new rate plan or service An upgrade fee if you upgraded to a new device in the middle of your contract

This section includes your current monthly charges for your mobile and home services. These will also include any add-ons and other charges and credits, such as 911 fees and all applicable taxes. Your plan: This section contains details of your monthly rate plan as well as any features and services that are included with your plan. Your add-ons: These are charges for any additional services and/or features not included in your monthly rate plan. Note: A one-time charge such as a connection fee or installation fee may appear in the above section on your first bill. This is not a recurring fee and will not show up on future bills.

Usage charges: These charges occur when your usage exceeds the total included in your monthly rate plan (if applicable). This may include additional talk time, text, data usage or long distance charges. Account-wide charges: These are the charges and credits related to the full account and not related to any specific section of your bill. Examples include late payment charges for a past due balance or a credit applied to the account. Total due: This will be your total amount due (including applicable taxes). This includes any balance owing from your last bill and late payment charges (if applicable).

When you change your rate plan during your billing cycle, the amount of data and minutes you get access to during the first month of your new rate plan will be prorated. This means that you won’t have access to the full amount of your data until your next billing cycle. For example, if you switch from a 6GB rate plan to a 10GB rate plan with 12 days left in your billing cycle, you will have access to 4GB of data for these 12 days. You will have access to the full data amount once you enter your first full billing cycle.

When you first switch over a rate plan, you do not pay the full bill for the plan, instead, the amount is prorated to reflect how much of the billing period is remaining. This also applies to the services provided, meaning that the amount of data available will also reflect how much of the billing period is remaining.