Frequently Asked Questions

If you already have your new phone and it uses the same SIM card size as your current one, you can simply transfer your SIM into it.

Set up your SIM card

1. Make sure the device is turned off

2. Locate the SIM card slot and insert your SIM (refer to the manufacturer’s guide for help)

3. Turn on your device and complete the automatic activation (connect to Wi-Fi if you do not have a data plan)

4. Restart your device

If you are using a new device, follow the on-screen instructions after powering on and select the option to set up without a SIM card, if asked.

1. Connect to Wi-Fi (the eSIM download will fail if you’re not connected toWi-Fi)

2. Scan the QR code on the TELUS eSIM voucher with your phone camera and follow the prompted steps

3. Restart your device

1. From the home screen, tap Menu

2. Select Settings

3. Scroll down to accounts and select Add account

4. Select the type of account you would like to add

5. Type your email address

6. Type your password

7. Tap Next

8. Give this account a name. This is optional and can be whatever will allow you to identify this account

9. Type your name. This is the name that displays to recipients of your sent email

10. Tap Done

If you use an email provider like iCloud, Google, or Yahoo, Mail can automatically set up your email account with just your email address and password. Here's how:

1. Go to Settings > Mail, then tap Accounts.

2. Tap Add Account, then select your email provider.

3. Enter your email address and password.

4. If you see Next, tap Next and wait for Mail to verify your account.

5. If you see Save, tap Save.

If you don't see your email provider, tap Other to add your account manually.

Your device balance is the cost to upgrade or cancel your device before the end of your service term if you activated or upgraded on or before July 3, 2019 (after July 3, 2019, all device balances are TELUS Easy Payment® balances.

The device balance is based on the discount you originally received for your device and decreases every month over the length of your service term. At the end of your service term in 24 months, the Device Balance is $0.

How it works

Here is an example of a device balance scenario:

Phone “A” sells in-store with no term pricing of $1400. Anna picks a 2-year term with an eligible plan and pays $200 in-store for the phone. The rest, $1200 balance, is spread out over 24 months agreement ($50 per month).

If Anna completes her 24-month term, the device balance will reach $0.

If she chooses to renew and get a new device after 22 months, she’ll have to pay back the discount balance for the remaining 2 months, $100 ($50 x 2 months).

In My TELUS app:

1. Log in to the app

2. Select Plans & Devices

3. Scroll down to Device Balance to see:

• Contract start date

• Contract end date

• Current device balance amount

Note: You can also see your Device Balance on your monthly bill.

Get that brand‑new phone feeling and save like you’ve never saved before. No catch - simply return your device at the end of your plan to enjoy low monthly prices. Only at TELUS.

With devices from $0 upfront every day and Bring-It-Back, you’ll pay a low monthly price on your device. At the end of your plan, return your old device and upgrade to the latest model. If you want to keep your device at the end of your plan, simply repay the original Bring‑It‑Back program amount.

In order for a device to be considered eligible for return, it must meet the following 6 criteria. If it does not meet the criteria you will need to pay the Bring-It-Back Program Amount.

• Device must power on and navigate properly to the home screen

• The activation lock must be turned off

• The LCD must function correctly and be free of dead spots or bruising

• The screen must be undamaged and free of cracks

• The rest of the device must be undamaged with no cracks, signs of water damage, or missing parts (hinges, keypad, housing, buttons, battery, etc)

• All information must be wiped

Service and support from the people who know your Apple products best.

Available for iPhone, iPad and Apple Watch.

With a reasonable monthly price range from $7 to $15 for iPhone, $6 to $9 for iPad, and $5 to $7 for Apple Watch.

iPhone coverage starting from $7 monthly.

$7 per month for iPhone SE. $12 per month for iPhone 11, 12, 13, 13 mini and 14. $14 per month for iPhone 14 Plus. $15 per month for iPhone 12 Pro, 13 Pro, 13 Pro Max, 14 Pro and 14 Pro Max.

iPad coverage starting from $5 monthly.

$5 per month for iPad and iPad mini (6th gen), $6 per month for iPad Air (5th gen) and $10 per month for iPad Pro (5th gen).

Apple Watch coverage starting from $4 monthly.

$4 per month for Apple Watch SE, $6 per month for Apple Watch Series 5, 6, 7 and 8, and $8 per month for Apple Watch Ultra.

Our best protection for Android and iPhone for only $15 per month.

Includes exclusive coverage for lost and stolen devices with protection for up to 2 incidents in 12 months.

Unlimited cracked screen repair with available same day repairs.

Enjoy unlimited cracked screen repairs at your local Mobile Klinik, with service typically completed within a few hours.

Minimal downtime with fast and convenient replacement or repair.

With Asurion - your Device Care Complete provider - you can file a request 24/7 online and even track its progress. Replacements are typically shipped the next day.

What's covered:

Coverage for lost or stolen devices with extended protection against accidental damage.

Protection for up to 2 incidents of accidental damage or manufacturing defects during a continuous 12-month period.

Protection from physical damage, including cracked screens, broken camera, power ports that won’t charge, and other valuable features such as your microphone and speaker malfunctioning.

Protection from all liquid damage, including water or coffee.

Exclusive value added benefits like free battery replacements, unlimited photo and video storage in full resolution and expert tech help for setting up your device.

Get your device repaired at our exclusive repair partner, Mobile Klinik.

What isn’t covered under Device Care Complete?

• Defects covered by the one-year manufacturer warranty

• Accessories, cosmetic damage, and changes or enhancements to your device

• Abuse, misuse, or intentional acts

• Problems with the device before your enrolment was in effect

• Failure caused by computer viruses

How long do I have to decide if I want to enroll in Device Care Complete?

From the day you purchase your new TELUS device, you have 60 days to enroll. To do so, simply visit our store.

What service fees do I pay when I make a claim?

When making a claim, you will need to pay a service fee. To determine your replacement or screen repair service fee, visit www.phoneclaim.com/TELUS

Damaged screen repair fee: $39