Just got a new TELUS device?

Everything you need to know about setting up your new device

Setting up your SIM Card (for new customers)


New SIM

  1. Turn off the device
  2. Locate the SIM card slot on your device (for assistance, visit device specific tutorials)
  3. Insert your new TELUS SIM
  4. Turn on your device and complete the automatic activation (if you don't have a data plan, you may need to connect to Wi-Fi to finish the activation)
  5. Restart your device once you are done

eSIM

  1. Turn on your new device
  2. Connect to Wi-Fi, otherwise the eSIM download will fail
  3. Follow the on-screen instructions and select SIM-free setup
  4. Scan the QR code on the TELUS eSIM voucher with the phone’s camera
  5. Restart your device
  6. If you have any issues, or need additional help, you can visit the eSIM voucher support page

Set up your SIM card (for existing customers)


If you have a new SIM or eSIM be sure to update your My TELUS profile with your new SIM number.

  1. Log in to My TELUS or register for My TELUS at telus.com/MyTelus
  2. Go to Plans & devices
  3. Select the subscriber that will be doing the SIM swap
  4. Select the Device tab
  5. Select Swap your SIM card and follow the steps on that page
    • Steps to set up new SIM card
      1. Make sure the device is turned off
      2. Follow the steps above to update the SIM on your profile
      3. Locate the SIM card slot on your new device (refer to the manufacturer’s guide for further instructions)
      4. Insert the new SIM
      5. Turn on your device and complete the automatic activation (if you do not have a data plan, you may need to connect to Wi-Fi to finish the activation)
      6. Restart your device
    • Steps to set up new eSIM
      1. Follow the steps above to update the SIM on your profile
      2. Turn on your new device
      3. Connect to Wi-Fi, otherwise the eSIM download will fail
      4. Follow the on-screen instructions on your new device and select SIM-free setup
      5. Scan the QR code on the TELUS eSIM voucher with the phone’s camera
      6. Restart your device
      7. If you have any issues, or need additional help, you can visit the support page on eSIM voucher
    • Steps to set up existing SIM
      1. Locate the SIM card slot on your existing device (refer to the manufacturer’s guide for further instructions)
      2. Remove the SIM card
      3. Insert the SIM into your new device
      4. Turn on your device to complete the automatic activation (if you do not have a data plan, you may need to connect to Wi-Fi to finish the activation)
      5. Restart your device
      6. Restore your device info. You can find the steps on transferring content to your new phone here

Set up and manage your device


Transfer your phone number

Have a device with your old SIM card in hand and keep your number active with your previous provider until you complete the transfer. Use My TELUS to request a number transfer:

  1. Log in to My TELUS or register at telus.com/MyTelus
  2. Go to Plans & devices and select the subscriber’s number you want to change
  3. Select Manage your phone number
  4. Select Transfer your number
  5. Enter the number you want to transfer and all the required details
  6. The account owner will receive an SMS on the old SIM card or email from your previous service provider within a few minutes. Please respond to the text or email to confirm the transfer within 90 minutes

If you requested a phone number transfer when you ordered and replied to the security message, call 1-877-868-3587 from the number you want to transfer, select option 2, and your number will be automatically transferred.

Only the authorized account holder can transfer a number. Learn more about transferring your number.

Information on billing


Watch this video to learn more about your first bill and partial charges.

New customers

Your first bill

  • When to expect your first bill: When you join TELUS, you will be randomly assigned a billing date. Your billing date can always be found in the My TELUS app at the top in the “Billing” area You will receive a notification of your e.Bill 2-5 days after your billing cycle ends

Note: Because this date is randomly assigned, your first bill will be for more than 1 month of service.

  • Receiving your first bill: As a new TELUS customer, you are set up for paperless billing. While you wait for your first bill, make sure to check out your My TELUS profile to set up how you’d like to receive your e.bill notifications:
    1. Download the My TELUS app and log in
    2. Go to the Billing tab and select Notification settings to check out how you’re set up to receive billing notifications. You can select text message, email or both. When your bill is ready for viewing, you will receive notification

Understanding your first bill

  • Partial charge and month-in-advance billing: When you first join TELUS, you will be randomly assigned a bill date. Often this bill date does not align with the date you completed your transaction. This means that your first bill is often higher than normal since it includes partial charges for the services from the transaction date to the bill date. To learn more, you can watch this video on your first bill and partial charges
  • Prorated services: The amount of data and minutes that you get from the time you activate or make a change on your account up until your bill cycle will be prorated. This means you won’t have access to your full amount of minutes or data until your next billing cycle. Learn more about data proration
  • Check your new plan details: To check what your plan includes, log in to the My TELUS App and select Plans/Travel. You can also check your Service Agreement which is at the very bottom of the Billing tab
  • How to pay your bill: Once your bill is ready, you will receive your e.Bill notification, either in text message and/or email (depending on what you selected). You can check your bill and pay it within My TELUS. Check out all your payment options

Existing customers

Understanding your next bill

Watch this video to learn more about your first bill and partial charges.

On your next bill you will notice some changes:

  • Prorated usage: Depending on when you made your change, the amount of full speed data and minutes may change. Learn more about data proration and what it means for you
  • Partial charge: Depending on when you completed your renewal, you will have partial charges that correspond to how many days you have left until your next bill. Learn more about what to expect on your bill. You can also watch this short video on partial billing
  • Confirm your new plan details: To check what your plan includes, log in to the My TELUS App and select Plans/Travel. You can also check your Service Agreement which is at the very bottom of the Billing tab
  • Pay your bill: Once your bill is ready, you will receive your e.Bill notification, in either text message and/or email (depending on what you selected). You can check your bill and pay it within My TELUS. Check out all your payment options

Manage your Mobility service online


With My TELUS, you can manage all of your TELUS mobility services online and in your app. Log in to view your bill, usage and exclusive offers or change your rate plan and features. Download the My TELUS app on your smartphone to chat with TELUS and access these features on the go.

Log in to the My TELUS app for any of the following activities:

  • View your monthly bill and past bills, make online payments and set up payment arrangements or pre-authorized payments
  • Monitor the monthly data and voice and text usage across all the devices on your account
  • View your rate plan details. Change your plan if you need more monthly data
  • Add/remove your monthly add-ons for services like international long distance calling and texting or purchase one-time data top-ups and Fast Passes if you need more data until the end of your billing cycle
  • Travelling outside Canada? Confirm travel coverage for your devices and learn how to use your device while travelling
  • Update your address, change your phone number, swap your SIM card and make other account changes

Learn more about using My TELUS in our support section.


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