Frequently asked questions: TELUS email powered by Google
These FAQs will help support you during the transition to your new TELUS email experience.
General questions about the migration
Why is TELUS migrating my email?
We want to provide you with the best possible email experience. Unfortunately, our current infrastructure is not able to support your long-term needs pertaining to the reliability and security of your email, and moving to a cloud-based platform aligns with industry standards.
Once your email account is migrated, you will benefit from:
Triple your current storage space from 5 GB to 15 GB
The ability to easily share your calendar with friends and family
Being able to check your email on any device
Improved reliability and security for your peace of mind
We will migrate all your email addresses (including aliases), emails, contacts and calendar events saved in our email platform. Any attachments in your emails, such as pictures, will also be migrated as long as each attachment is under 25 MB in size.
Will I lose any emails or contacts?
No, you will not lose any emails or contacts saved on our email platform. If you stored emails, contacts or calendar events in your specific email program and deleted them from our email platform, we will not be able to migrate such items.
It is a good practice to make sure you have a backup copy of your emails to prevent the loss of any content. Please check with your email program provider (e.g. Microsoft, Apple, etc.) for specific instructions on how to back up your content.
Will I lose my aliases?
No, your aliases are also being migrated. You will still be able to send and receive emails from your aliases. You can find out more on our
When it's most convenient for you. Upon receiving an invitation to schedule your migration, you will be able to see the dates available for migration. Once you select a date, we will send you 2 reminders prior to the migration and one reminder on the day of the migration.
In 2021, we will only support our newest email platform, which means all accounts will be migrated. If you do not pick a date, we will have to pick one for you and we will notify you.
What do I need to do?
To migrate your account, you will be asked to complete three different steps:
and the Gmail app 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. Visit
No, we will be migrating all accounts over to our new platform and we will not be supporting our existing platform starting in 2021. You will continue enjoying what you love about your TELUS email in a more secure and reliable platform.
To avoid moving to the new platform, your email account would have to be closed.
About our partnership with Google
Why is TELUS partnering with Google?
We have partnered with Google as they are one of the best and most recognizable names in the industry. The Google platform that customers are migrating to is the enterprise-grade G Suite (also known as Google Workspaces), trusted by governments, universities and leading businesses around the globe, including TELUS.
While your data will be stored in Google's network of geographically distributed data centres, 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.
Will I get ads once I’m migrated?
No, you will not. Unlike the publicly available Gmail product, your TELUS email account will continue to be ad-free.
Am I getting a Gmail account?
No, you are not. You email address(es) ending in @telus.net or @telusplanet.net will not change. What is changing is the way you access your email and where your email is stored.
For access to your email via a web browser, instead of going to webmail.telus.net, you will now go to
We will happily assist you with any TELUS email questions you might have.
I have active Gmail accounts. Will the new TELUS email merge with them?
No, each of these accounts will be separate. 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.
Where is my data stored?
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.
Before you schedule your migration
How do I schedule my migration?
Once you receive your invitation to schedule via email, simply log in to TELUS Webmail (
for instructions on how to reset it using one of our self-serve tools.
What if I don’t schedule my migration?
We will be migrating all accounts over to our new platform and we will not be supporting our existing platform starting in 2021. You will continue enjoying what you love about your TELUS email, in a more secure and reliable platform.
By scheduling your migration, you get to choose the exact date you want this transition to take place, and how you expect us to communicate any updates pertaining to your migration. If you do not schedule your migration, we will choose a date for you and we will communicate this change only via email.
Scheduling takes only a few minutes and you can take control of your migration experience.
, then select your service address. On the next page, select the
tab. Listed here are all the TELUS email mailboxes in your Internet account. You can manage your aliases from here as well as change your password.
Why do I have to choose a login email address?
If you have multiple aliases, in Webmail you were able to log in to your email account with any of these aliases. For the migration, you will have to select one of them for your login information only.
: You will not lose any of your aliases. You're simply picking the one to log in to your account. After your migration is complete, you may edit your username details by logging in to your
Why is TELUS asking me to provide a contact phone number or email address?
On the day you select to have your account migrated, you will not be able to send or receive emails until you complete this step:
Activate your account in Google
We ask for your contact phone number or alternative email address in order to notify you that your account has been successfully migrated and to provide you with further instructions you need to complete that day in order to activate your account and continue using your email.
We will only use the information you provide us for the purposes of your TELUS email migration.
What if I didn't receive my 6-digit verification code?
If you have entered a phone number, ensure it is a mobile phone number as the notification you will receive will be sent via text message. Ensure there are no typos in the number you've entered.
If you have entered an email address, ensure you correct any typos.
If all the information is correct, click on the
button and another code will be sent to you. If this issue persists, contact us.
At what time will my migration be completed?
We will complete your account migration in the early hours of the day on which you select to have your account migrated. We will proceed to notify you early in the morning using the contact information you provided.
How will I know my migration has been completed?
We will send you a text message or an email to the contact information you provided when you selected your migration date. This email or text message will contain the steps required in order to activate your account on that day.
Is there anything I need to do after I scheduled my migration?
Upon selecting your migration preferences, we will send you an email recapping the information you provided and outlining the next steps to be completed on the day of your migration and after. After you schedule your migration, we ask that you print the email we sent you and/or bookmark the following pages as you will need them on the day of your migration:
Can I change my migration date after I selected one?
No, we are not able to change dates once they have been selected. If you are not able to activate your account on the day of your migration, you can do it when you are ready. Your message will be waiting for you when you complete that step.
On the day of your migration
Why can't I access my email on my phone or computer?
We have completed your email account migration, but there's one step you need to complete in order to continue sending and receiving email:
Why do I need to activate my TELUS email account in Google?
When we notify you that your email migration has been completed, you will need to activate your account in Google, which is the way you securely log in to your account for the first time in the new platform.
How do I activate my TELUS email account in Google?
When we notify you that your email migration has been completed, visit
As part of your account activation process, we are taking every precaution to ensure we protect your account. You will be asked to reset your password when you activate your account as a means of ensuring your password meets our strong security criteria. Having a strong password is important as it makes it harder for someone else to guess it and gain access to your account.
I'm seeing a screen that says "Choose an account" when trying to activate my account. What does that mean?
If during your account activation in Google you are presented with a "Choose an account" screen, it means that you once created an account in Google using your TELUS email address.
for instructions on how to reset it using one of our self-serve tools and then come back to the account activation screen. Do not follow the password reset tools in Google as they will not work given that you haven't yet activated the account on their platform
If you were presented with the
Choose an account
screen in Google, do not follow the regular account activation steps, but follow these
Why am I being asked to provide a recovery phone number and a recovery email address?
This will help you to easily reset your password if you ever forget it. If you have already entered this information in WebMail, you will simply confirm this information is still current during the activation of your account.
Having recovery methods also helps verify that it is you signing in or to reach you if there’s suspicious activity in your account.
What can I do if my password is not working or if I've forgotten it?
for instructions on how to reset it using one of our self-serve tools and then come back to the account activation screen. Do not follow the password reset tools in Google as they will not work given that you haven't yet activated the account on their platform.
Accessing/setting up your email on your devices
Will I not be able to access my email through webmail.telus.net anymore?
No, once your email account is migrated, you will no longer be able to access your email via Webmail. If you happen to go to Webmail after your migration date, you will be automatically redirected to mail.google.com.
We recommend that you bookmark this new page for easier access in the future.
Why is my email not working on my phone, tablet or computer and how can I get it to work?
When we notify you that your email migration has been completed, you will first have to activate your email account in Google (by visiting
. If you do not complete these steps, you will not be able to refresh your email on your email programs, nor will you be able to send or receive email using those programs.
Your experience post-migration
I can't find all my emails. Where are they?
There are a few possible reasons why you are not seeing all your emails after your migration date:
If you're using Gmail on a web browser, you will only be able to see 50 or 25 emails at a time before having to go to the next page in your inbox. To go to the next page of your inbox, click on the right arrow located at the top of your inbox next to the total number of emails
If you saved emails, contacts or calendar events in your specific email program and deleted them from our email platform, we will not be able to migrate such items. If you need assistance with locating files on your computer we encourage you to work with your personal IT professional or company
I can't find all my contacts. Where are they?
There are 2 possible reasons you are not seeing all your emails after your migration date:
If you're using Gmail on a web browser, your contacts can be viewed and managed at
If you saved contacts in your specific email program (e.g. Outlook) and deleted them from our email platform, we will not be able to migrate such items. You will have to import these contacts to your new TELUS email. To do that, select the Import option on the left side menu at
tab and you will see all your TELUS email accounts. From there, you can select
Rename email account
to change your username.
Why are my email folders 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.
Why can I only see 50 emails?
When using Gmail on a web browser to access TELUS email, the default number of emails you can view per page in your inbox is 50. You can change this by going to
, and under "Maximum page size" changing this. You can only change this view to display up to 100 emails per page. You can also use the
arrows at the top of your inbox to navigate to more pages.
How can I make my email more secure?
You can improve the security of your email account by using the Gmail interface, or a modern application like Windows 10 Mail, Thunderbird or Apple's Mail on your computer. Using the Gmail app on your smartphone or tablet is another way to ensure your account is secure. We also recommend that you do not use applications that require you to have
turned on as this can allow someone access to your account without your knowledge.
Why am I seeing spam now on Google?
On Google, any spam is placed in the "Spam" folder where you can catch any misdirected mail. If you don't take action, emails in this folder are automatically deleted in 30 days.
How do I set up forwarding on TELUS email now?
You can set up your account to continue to have your emails automatically forwarded to another email address. When you set up email forwarding, the destination address will need to accept forwarded emails from your telus.net address. You can learn more about this by reading this Google Support article on how to