Replace your phone or change a SIM card
How to replace your mobile device or change your SIM card
No matter where you are in your contract term, you can replace your lost or stolen phone using one of the following methods:
Take advantage of our anytime device upgrades. Some conditions apply
In case of a lost or stolen phone, find more information on how to disable your phone.
Keeping your current SIM card
If you already have your new phone and it uses the same SIM card size as your old one, you can simply transfer your existing SIM to the new device.
Using a new SIM
If you’re switching to a new phone that requires a different new SIM card or if for any reason you wish to replace your current SIM card with a new one, you can change a SIM card online in My TELUS.
Before you begin, you will need:
The current phone number you are using or another phone number on the account to receive the verification code
Your new* TELUS SIM card and the 19-digit SIM number which appears on the card
Please do NOT remove your existing card or insert the new one yet. We'll tell you when to remove it
*SIM has not been previously used with any phone number
To be a Manager on the account
Change your SIM card online
Log in to My TELUS
Select Plans & Devices
Select the user/phone number that you wish to modify
Select the Device tab
Select Swap your SIM card in the Manage your Device section
Enter the new 19-digit SIM card number and select Continue
Select whether you prefer to receive the verification code by text or by email
If you select to receive by text, ensure you have the device on hand
If you select to receive via email, ensure you have access to your email account right away
Select Send code
Enter the code and select Verify Code
Insert the new SIM card into the desired device. Your SIM card has now been changed
Note: If your phone is lost or stolen, you will not be able to perform a SIM swap online. If this is the case, please contact customer care or disable the mobile device.
If you are experiencing issues with any of the steps above, one of our helpful agents can help guide you through these self-serve steps.
Note: The exchange of the sim itself MUST be done in self-serve. Our agents will not be able to perform the change on your behalf.