Frequently asked questions: TELUS email powered by Google
These FAQs will help support you during the transition to your new TELUS email experience
Will I still be able to keep all of the aliases I have created?
Yes, you will keep all your aliases. What will change is that you will now only be able to access your TELUS email with one of them. When you receive an invitation to migrate, you will get to choose which of your existing aliases you want to use as your unique login going forward.
Where can I go to add another alias?
You can contact a TELUS representative through our chat interface by visiting telus.com or by calling us.
Where do I go to find my contacts?
Visit contacts.google.com to manage your contacts.
Why are only some of my contacts appearing?
Any contacts that you created through TELUS WebMail were automatically migrated. Contacts created through an email program (e.g. Outlook) will have to be imported to your new TELUS email. You can import your contacts by selecting the Import option on the left side menu at contacts.google.com.
Will my contacts from my email program, such as Outlook, be migrated?
Contacts created or stored on your mobile device remain in your contacts app.
Will all the events and meetings in my calendar be migrated?
Any events created through TELUS WebMail will be automatically migrated.
Where do I go to find my calendar?
The easiest way is to navigate to calendar.google.com.
Email and email clients
Will my email address change?
No. All your email addresses will continue to exist in the new TELUS email 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. For the best experience, access your email at mail.google.com or via the Gmail app for mobile devices.
I can only see 50 messages in my inbox, where are my other messages?
Your TELUS email powered by Google defaults the number of messages per page to 50. You can change this in Settings.
Will all of my emails be migrated?
Yes. All emails in your "Inbox" and subfolders will be migrated. This includes any pictures or attachments within them. 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 Google products for the best experience, you can configure your existing email program/app to access your TELUS email powered by Google. You will have to follow some steps to set up your email on a computer or on a mobile device.
What has changed?
You will love your new TELUS email experience. Here’s why:
- Triple your current storage space from 5GB to 15GB
- The ability to easily share your calendar with friends and family
- Being able to check your email on any device
- Enjoy peace of mind with upgraded reliability and security
With your new TELUS email powered by Google, you will also have to use a secure password and you will have to enter password-recovery information to help protect your account.
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 synchronization is done just before the "go live" date. Any emails read after the final synchronization will appear as unread when you first log into your new TELUS email experience.
Why are my email folders are appearing out of their previously arranged order?
In the new TELUS email powered by Google, we display labels (folders) 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 have active Gmail accounts. Will the new TELUS email powered by Google email merge with them?
Each of these accounts will be separate. You will have an account for Gmail and another account for your TELUS email. Google makes it easy for you to toggle between your accounts with a simple click on your account image or initial at the top right of the window displaying your inbox.
How can I reset my password before migrating?
What will and will not be transferred over?
We will migrate the following:
- Email: All your email addresses, 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
- Contacts: Your contacts and groups will be also transferred
- Calendar: Any events created through the TELUS WebMail platform will be automatically migrated
We will not migrate email forwarding rules or filtering settings. You will have to re-enter them after your email migration.
How do folders and labels differ?
Folders are used to hold emails and labels are used to "tag" messages.
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?
Many of your answers to support questions can be found at telus.com/email as well as Google has support at support.google.com/mail. If you can not find the answer you were looking for, 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?
How do I reset my password?
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 telus.com/privacy FAQ.
Is my data encrypted in transit and at rest?
Yes. Email messages (including attachments) and calendar events (including their descriptions) 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 about 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?
To change your username, please contact TELUS.
Will I receive ads from Google now that my TELUS email is powered by Google?
Google does not have access to your email for marketing purposes.