In order to maintain our current network, IVR, Self-serve and call center experience. We also want to continue to be the leader in the prepaid space.

TELUS requires all prepaid clients that have a balance at or greater than $150 to maintain a rate plan. Clients that already have a rate plan will continue to keep their Rate plan. Clients that do not have a rate plan will have a $10 rate plan added to their account.

Since balances are non-refundable, we want clients to ensure they use their services. TELUS recognizes that clients top-up each month to ensure their balance does not expire, and we want to ensure clients use their existing balance without having to top-up anymore. The benefit to you is that you can use your existing balance to keep your services without worrying about your balance expiring.

You may have purchased voucher PINs previously that you may want to use to add to your account balance, since they’re non-refundable. If you have a rate plan that auto-renews every 30 days, you do not need to top up to extend your remaining balance expiry date.

As long as your rate plan continues to auto-renew every 30 days, your remaining balance will not expire. If your balance reaches $0, you are required to top-up to maintain your services. You are still required to maintain a rate plan when your balance drops below $150.

• If you choose your own rate plan before reaching $150, you will not receive the $10 rate plan.

• If you receive the $10 rate plan, you can update your rate plan selection by going to self-serve. You may choose any rate plan to maintain service.

• You must maintain a rate plan to have prepaid service. You can remove the $10 rate plan and choose a different rate plan. If you do not choose a different rate plan, the $10 rate plan will be re-added to your account.

• If your balance drops below $150, you are still required to maintain a rate plan. If you choose to remove all rate plans from your account you will not have service and you must top-up to ensure your balance does not expire.

• You may use your account balance to purchase a new device. You can call client care and order a new device.

• You may transfer your balance to another TELUS Prepaid client. Restrictions may apply.

• You may use your balance to purchase a different rate plan.

Prepaid account balance amounts are non-refundable as per TELUS Service Terms and Conditions.

TELUS recognizes that you may want to keep your balance and use it towards other services (such as purchasing a new device or transferring to another account). You have the option to remove your automatic top-up service in self-serve at any time.

TELUS will not prevent you from topping up your account with Voucher PINs. Voucher PINs are non-refundable.

• As long as you have a 30 day rate plan that auto-renews every 30 days your balance will not expire and you do not need to top up to avoid your balance expiring.