Find your current device balance and understand adjustments
Your Device Balance is the cost to upgrade or cancel your device before the end of your service term if you activated or upgraded before July 3rd, 2019 (after July 3rd, 2019, all device balances are TELUS Easy Payment® balances. The device balance is based on the discount you originally received for your device and decreases every month over the length of your service term. At the end of your service term in 24 months, the Device Balance is $0.
Here is an example of a device balance scenario:
Phone “A” sells in-store with no term pricing of $1400. Anna picks a 2-year term with an eligible plan and pays $200 in-store for the phone. The rest, $1200 balance, is spread out over 24 months agreement ($50 per month).
If Anna completes her 24-month term, the device balance will reach $0.
If she chooses to renew and get a new device after 22 months, she’ll have to pay back the discount balance for the remaining 2 months, $100 ($50 x 2 months).
On the My TELUS self-serve:
Log in to My TELUS
Select Plans & Devices on navigation
If you have more than one subscriber on the account, select the subscriber you want to view
Under Device Balance, you will see:
Contract start date
Contract end date
Current device balance amount
In the My TELUS app:
Log in to the app
Select Plans & Devices
Scroll down to Device Balance to see:
The contract start date
The contract end date
The current device balance amount
Note: You can also see your Device Balance on your monthly bill.
You can find details about your Device Balance on your monthly bill. Below is a sample of the amounts associated with your Device Balance.
Explanation of terms
Starting Device Balance: The Starting Device Balance is the discount you originally received for your device when you signed your service term.
Last month's balance: The Device Balance that appeared on your previous month’s bill.
Credit: Over the length of your contract, TELUS automatically reduces your Device Balance each month by a set amount. This credit is equal to your original device discount divided by the number of months in your service term. At the end of your service term, the Device Balance is $0.
Current Device Balance: The cost to upgrade or cancel your device currently. This amount is also used to determine the costs for cancellation and for changing your monthly service charges below the minimum amount.
There may be one-time adjustments to your Device Balance after certain transactions. For example, when you upgrade to a new device, your Device Balance will be reduced to $0, and your new device TELUS Easy Payment® balance will be added on.
Common Device Balance adjustments
Cancellation Device Balance payment: When you cancelled your service term, you were subject to a cancellation fee which included your current Device Balance at that time.
Correction: There was an error on your Device Balance and a correction was made.
Delayed monthly credit: A monthly credit was missed in a previous month, so an additional monthly credit was applied to your Device Balance this month.
Device Balance Payment: When you upgraded your device early and signed up for a new service term, you were required to pay off your outstanding Device Balance from your previous service term.
Device Balance – Refunded: When you returned your new device and decided not to upgrade early, the Device Balance you paid is refunded back to you.
Device Balance – Transfer in: When you accept ownership of an existing TELUS mobile number and its service term commitments, the Device Balance is also transferred to you. If you wish to upgrade to a new device or cancel this account later, you will be required to pay the remaining Device Balance.
Device Balance – Transfer out: When you transferred your account to another person, your Device Balance and service term commitment to TELUS is also transferred to the new person.
Device exchanged: When you exchanged your new device for a different unit or model, the Device Balance from your former device was reversed, and the Device Balance for your new device will be added on.
Device returned: When you returned your new device for a different unit or model, the Device Balance from your new device was reversed.
Loyalty credit: In recognition of your status as a loyal TELUS customer, we discounted your Device Balance this month.
Loyalty upgrade credit: In recognition of your status as a loyal TELUS customer, we discounted your Device Balance when you signed up for a new contract.
Monthly balance adjust: Adjustments made to your Device Balance will appear in this column.
MSC repayment (monthly service charge below min requirement): You changed your rate plan or services midway through your term and your monthly services are now below the minimum requirement. Under your service term, you were charged half your current Device Balance at the time the rate plan or service change happened. We subsequently divided your remaining Device Balance in half. Your monthly credit amount will also be adjusted accordingly so that your Device Balance will still be $0 at the end of your term.