Frequently asked questions: TELUS email transition

These FAQs will help support you during the transition to TELUS powered by Google


Will I still be able to keep all of the aliases I have created?

Google has a limit of 30 aliases. If you have less than 30 aliases they will all be migrated over. If you currently have more than 30 aliases per email account, we will be handling your migration separately.

Where can I go to add another alias

You can contact a TELUS representative through our chat interface logging into or by calling TELUS.


Where do I go to find my contacts?
For a guide on how to find your contact via the Google interface, please visit Tips and tricks for Gmail.

Why are only some of my contacts appearing in Gmail?
Any contacts created through the TELUS webmail platform were automatically migrated. Contacts created through an email program (eg. Outlook) will have to be imported to Gmail. Instructions for importing contacts can be found at Importing contacts.

Will my contacts from my email program, such as Outlook, be migrated?
Contacts created through an email program (eg. Outlook) will have to be imported to Gmail. Instructions for that process can be found at Importing contacts.


Will all the events and meetings in my calendar be migrated?
Any events created through the TELUS webmail platform will be automatically migrated to Google calendar.

Where do I go to find my calendar?
The easiest way is to navigate to

Email and email clients

Will my email address change?

No. All your email addresses will continue to exist in the new powered by Google.

Can I still send email when I'm not at home using my TELUS High Speed Internet?

Yes, you will be able to send and receive emails in any location with an internet connection.

I can only see 50 messages in my Gmail inbox, where are my other messages?

Your Gmail inbox only displays 50 messages per page. Older messages can be found by clicking the right arrow at the top of your inbox.

Will all of my emails be migrated?

Yes. All emails in your Inbox and sub folders will be Migrated. Items in your Drafts or Deleted emails will not be transferred over.

Can I still use my email program (e.g. Outlook, Apple Mail etc.) and how do I configure it?

While we do recommend using the Gmail and Google Calendar apps for the best experience, you can configure the most popular email programs (such as Outlook) to access your TELUS email account powered by Google. You will have to follow some steps. For instructions on how to configure the most common email programs visit Set up Email On a Computer.

What has changed? Mailbox size, password requirements

You now have a mailbox with 15 GB capacity, which is triple the amount from the previous platform.

A secure password and recovery information is required to help protect your account. We recommend using 8 characters or more. It can be any combination of letters, numbers and symbols (ASCII-standard characters only). Accents and accented characters aren't supported.
You can't use a password that:

  • Is particularly weak. Example: "password123"
  • You've used before on your account
  • Starts or ends with a blank space

Will all my attachments be migrated?

Yes, all attachments under 25 MB will be migrated.

I just went through the migration and some of my most recent emails are unread. Why?

As part of the migration process a final sync is done just before the "go live" date. Any emails read after the final sync will appear as unread when you log into the new Google platform.

Why are my email folders are appearing out of their previously arranged order in Gmail?

Gmail displays labels (folder) in alphabetical order. If you need to have a particular label at the top of the list, add a symbol (~,*,^) to the beginning of its name, for example *TELUS.

I already have active Gmail accounts, will the new powered by Google email merge with it?

Each of these accounts will be seperate, you will have an account for Gmail, and another account for


How can I reset my password before migrating?

You can reset your password using the Webmail interface.

What will and will not be transferred over?

All your emails messages, all the folders (now called Labels), categories, read or unread states, priority emails, and all the attachments. Your primary signature will also be migrated, as well as your Out of office message. You can see how to set up a new signature in Gmail in the Tips and tricks section.

Your contacts and groups will be also transferred. Any events created through the TELUS webmail platform will be automatically migrated to Google calendar.

How do folders and labels differ?

Folders are used to hold emails and Labels are used to "tag" messages. You can find out more about the Gmail service in Tips and tricks for Gmail.

Is my email still free or is there a monthly charge?

As a TELUS customer with high speed internet services, TELUS email is still free!

If I only have email from TELUS, is there any change in price?

No. You will continue to pay the same price for email from TELUS and you will now get to enjoy all the new benefits of TELUS email powered by Google.

Who handles my tech support now? TELUS or Google?

TELUS will happily assist you with any TELUS email powered by Google related question you might have.

Security and migration

Where will my emails be stored?

Although your data will now be stored in Google's network of geographically distributed data centers, the protection and control of your personal information will continue to be by TELUS. Additionally, as per our privacy policy, personal information collected by TELUS will be stored and processed in Canada or other countries. For more information on TELUS privacy policies visit

How do I reset my password?

You can use the self-help tools to change your password. You can also call into TELUS to reset your password if required.

Will any of my personal information, including email content and email address, now be located on or routed through US servers? How will you protect it?

Your data is stored in Google's network of geographically distributed data centers.
TELUS maintains a robust information security governance program to protect your personal information with appropriate security safeguards. We safeguard customer data through administrative, physical and technical security controls.

For more information, please see the Google Support topic on Transparency, and FAQ.

Is my data encrypted in transit and at rest?

Yes. Gmail (messages and attachments) and Calendar (events and descriptions of events) are encrypted in transit and at rest.

Data is encrypted at several levels. Google forces HTTPS (Hypertext Transfer Protocol Secure) for all transmissions between users and G Suite services and uses Perfect Forward Secrecy (PFS) for all its services. Google also encrypts message transmissions with other mail servers using 256-bit Transport Layer Security (TLS) and utilizes 2048 RSA encryption keys for the validation and key exchange phases. This protects message communications when client users send and receive emails with external parties also using TLS.

What is a recovery password/SMS? Why are you asking me for this?

They are ways to verify it is you signing in or to reach you if there’s suspicious activity in your account.

Where can I change my username and password once I have migrated?

If you have a recovery email/sms setup you can use Gmail "Forgot Password" process. If you do not, you can use the self-help tools to change your password.

To change your username, please contact TELUS.

Will I receive ads from Google now that my email has migrated to Gmail?

Google does not have access to your email for marketing purposes.

How long will my email be stored?

Gmail messages are retained until fully purged by Google. When you move a message to trash, it is flagged for deletion. Either 30 days later or if you empty the trash folder, messages will be deleted. There is a recovery period for email when a support person can restore deleted messages up to 25 days later. Otherwise, the messages will be unrecoverable.

For calendar events and contacts, there is no recovery period. If you remove an event or a contact, that information is fully purged from Google’s systems.

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