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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
Suspend service using My TELUS
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
Suspend service using TELUS Assist
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
Suspend service by phone
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
In need of assistance?
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
Restore service using My TELUS
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.
Restore service using TELUS Assist
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
Restore service by phone
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
In need of assistance?
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
.
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