Manage service to a lost or stolen mobile device
Learn how to suspend service for a lost or stolen phone, and how to restore it if found.
Suspend service to your missing device
Log in to My TELUS
Select Plans & Devices
Select the user/phone number that you wish to modify
Select Device
In the Manage your device section, select Suspend service to a lost or stolen device
Try to locate the device by selecting the appropriate instructions:
Select Google’s Find My Device for Android
Select Apple’s Find my iPhone for iPhone
If this does not apply to you, select Skip and suspend service now and continue to step 9
If you’re unable to locate the device, select No, it’s still missing
You’ll then be able to review the missing device’s recent usage, up to the last 24 hours. Select Suspend my service to continue
After reading the important information provided, confirm the suspension by selecting Yes, suspend my service
Locate the purple Chat Icon
Select Changing features, billing or other account inquiries
Select Business mobility services
Select No when asked if your question is related to roaming passes
Enter the information required
Select Start Chat
Enter the phone number you wish to suspend
Let TELUS assist know that you've lost your phone and wish to suspend your line
To call TELUS, dial *611 or 1-416-940-5995. This will also work while travelling.
Let the IVR assistant know you've lost your phone
Enter the phone number of the line you wish to suspend
Say Suspend phone
If these tips don’t help, please contact us or use our Virtual Assistant for further assistance:
Select the purple chat icon
Select Yes when asked Are you currently a TELUS customer?
Select Business when asked What service can we help you with?
Select Technical support for existing services
Select Business phone or Internet Services
Enter your name, email and phone number, then select Start Chat
Once connected to the Virtual Assistant, simply type “Suspend/Restore my device”. The assistant will walk you through troubleshooting suggestions step-by-step
If your request is not time sensitive, you can also fill out a Business Service Request.
Restoring service to your device after finding it
Log in to My TELUS
Select Plans & Devices
Select the user/phone number that you wish to modify
Select Device
In the Manage your device section, select Restore service
You can also select restore service here if a Device suspended banner is shown
Select Restore my service
A confirmation screen will appear once complete
Note: You service will be restored within 15 minutes.
Locate the purple Chat Icon
Select Changing features, billing or other account inquiries
Select Business mobility services
Select No when asked if your question related to roaming passes
Enter the information required
Select Start Chat
Enter the phone number you wish to restore
Let TELUS assist know that you've lost your phone and wish to restore your line
To call TELUS, dial *611 or 1-416-940-5995. This will also work while travelling.
Let the IVR assistant know you've found your phone
Enter the phone number of the line you wish to restore
Say Restore phone
If these tips don’t help, please contact us or use our Virtual Assistant for further assistance:
Select the purple chat icon
Select Yes when asked Are you currently a TELUS customer?
Select Business when asked What service can we help you with?
Select Technical support for existing services
Select Business phone or Internet Services
Enter your name, email and phone number, then select Start Chat
Once connected to the Virtual Assistant, simply type “Suspend/Restore my device”. The assistant will walk you through troubleshooting suggestions step-by-step
If your request is not time sensitive, you can also fill out a Business Service Request.