Transfer your phone number to a new device or account

You can transfer any existing phone number to your TELUS Mobility account, including numbers from other carriers and landline numbers. You can request a number transfer once you have received your device and/or SIM card, and have set up your TELUS account.

If you’re moving a Koodo or Public Mobile number to TELUS, please request a number transfer after receiving your device and/or SIM card. Your existing phone number will replace your temporary TELUS number once the transfer is complete.

Before starting the phone number transfer process, please ensure that:

• If you have an active TELUS Mobility account, the number you intend to transfer to TELUS is active
• The area code of your existing phone number matches your local service area
• Only the authorized account owner or authorized person can transfer a number
• Keep your old account's device on with the SIM card inside to receive the validation message. If that’s not possible, ensure you can access the SIM from a different device
• Have your phone, an invoice from your previous service provider and if possible, your service agreement when you move your number

Important: Please do not cancel your account with your previous service provider until your number is successfully transfered to TELUS. Once the transfer is complete, your previous service will be automatically cancelled.

• If your phone number is a non-TELUS mobile number, the transfer process may take up to 2.5 hours
• If your phone number is a landline number, the transfer process may take up to 2 business days

TELUS Postpaid (if you pay a monthly bill)
To request a phone number transfer during a new activation, choose Transfer my number in the telus.com online form to transfer your number in the phone number section of the checkout page to get a temporary TELUS number.

Once you have your new TELUS Device and/or SIM card, then follow these steps to request a transfer through My TELUS. Have a device with your old SIM card in hand and keep your number active with your previous service provider until you complete the transfer:

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

*Be sure to check all texts and emails that could go to any other members on your old account and any junk or spam folders.

TELUS Prepaid (if you prepay for your plan)

Requesting a phone number transfer while activating

To request a phone number transfer during a new activation, follow the below steps. Have a device with your old SIM card in hand and keep your number active with your previous service provider until you complete the transfer.

1. Got to telus.com/ActivateNow
2. Select the option marked Transfer an existing number
3. Enter your existing phone number
4. Select Check eligibility
5. Once verified, enter your previous service provider's account number or PIN code
6. Enter your name in the “I {name} am authorized to transfer this number” field. Select Continue to complete your order to continue to the payments page and complete your order
7. The account owner will receive an SMS on the old SIM card or email from the previous service provider within a few minutes. Please respond to that text or email to confirm the transfer within 90 minutes

*Be sure to check all texts and emails that could go to any other members on your old account and any junk or spam folders.

Requesting a phone number transfer after activating

To request a phone number transfer after activation, follow the below steps. Have a device with your old SIM card in hand and keep your number active with your previous service provider until you complete the transfer.

1. Log in to My TELUS or register at telus.com/MyTelus
2. Select Get a new number in the Change your phone number section under the Device tab
3. Select Option 2 - I want to transfer in a number
4. Enter phone number and select Submit
5. Enter mandatory fields to transfer number, ensure the Authorization checkbox is checked and select Submit
6. Validate information on confirmation page is correct and select Submit
7. The account owner will receive an SMS on the old SIM card or email from the previous service provider within a few minutes. Please respond to that text or email to confirm the transfer within 90 minutes

*Be sure to check all texts and emails that could go to any other members on your old account and any junk or spam folders.

Note:

• If you ordered a new device and/or SIM from our call centre or had it shipped to your home from a store, it is possible that you may receive a security message before your device reaches you
• If this happens, please respond to the message as you will not lose service to your previous service provider’s device
• If this happens to you once you receive your device, please call 1-877-868-3587 or 1-877-TO-TELUS from the number you want to transfer (e.g. your previous provider’s phone) and select option 2. This will automatically complete the transfer, cancel your service with your previous provider on your behalf and enable full service to your new TELUS device
• In some cases, the security message from your previous service provider may not be applicable to you. If you receive a phone transfer success message and no security validation message, then your previous service provider does not provide this security feature

You can track the status of your request by following these steps:

1. Log in to My TELUS
2. Go to Plans & devices and select Device
3. Select Status of number transfer

Please ensure that you have the right SIM card for your Certified Pre-Owned phone, as SIM card types vary between devices. Please note that you will also remain responsible for any outstanding device balances after transferring your number.