Manage or update My TELUS information

How to change payment or profile information in My TELUS

  • Article type How to

My TELUS online

Use your browser and My TELUS to manage and monitor all of your TELUS services.

Note: Currently, for some functions, My TELUS will direct you to the classic My Account website. We are working to bring the entire functionality of My TELUS under one website.

Changing/updating account information

Change your email address

  1. Login to My TELUS
  2. Select My Profile
  3. Under email address, select Change
  4. Enter the new email address and re-enter to verify
  5. Select Save changes

Change your Mobility billing address

  1. Login to My TELUS
  2. Select My Profile
  3. Under Mobility profile, select Update billing information
  4. Enter your new address information and select Confirm

Change your Home Services billing address

  1. Login to My TELUS
  2. Select My Profile
  3. In Home Services profile, select Manage your Home Services on the classic site
  4. Select the account number you wish to modify
  5. In the Billing address line, select Update
  6. Enter your new address information and select Update

Setting up pre-authorized payments

Setting up Mobility pre-authorized payments

By mail

  1. Download and Print the Client authorization for automatic account withdrawals form
  2. Mail the completed, signed form along with a void cheque to:

TELUS Client Payment Services
Box 2990
Station Terminal
Vancouver, BC
V6B 3X4

Note: Allow two weeks for processing.

Online

  1. Log in to My TELUS
  2. Select Billing
  3. Choose the account on which you want pre-authorized payments to be enabled
  4. Select Set up pre-authorized payments
  5. Select a payment method, either chequing account or credit card, fill out the required fields and submit

Pre-authorized payments are set up on your account and will take effect with your next bill.

Note: It may take up to one full billing cycle for pre-authorized payments to take effect. If you have a balance due on your account, it is recommended that you make a one-time credit card payment to avoid late charges.

Setting up Home Services pre-authorized payments

By mail

  1. Download and Print the Client authorization for automatic account withdrawals form
  2. Mail the completed, signed form along with a void cheque to:

TELUS Client Payment Services
Box 2422
Station Main
Edmonton, AB
T5J 9Z9

Note: Allow two weeks for processing.

Online

  1. Log in to My TELUS
  2. Select Billing
  3. Choose the account on which you want pre-authorized payments to be enabled
  4. Select Set up pre-authorized payments
  5. Select a payment method, either chequing account or credit card, fill out the required fields and submit

Pre-authorized payments are set up on your account and will take effect with your next bill.

Note: It may take up to one full billing cycle for pre-authorized payments to take effect. If you have a balance due on your account, it is recommended that you make a one-time credit card payment to avoid late charges.

Update your pre-authorized payment information

Update your Mobility pre-authorized payment information by mail

In order to make changes to the information used for your pre-authorized payments from your chequing account, you must print and mail in the Client authorization for automatic account withdrawals form

Mail the completed, signed form along with a void cheque to:

TELUS Client Payment Services
Box 2990
Station Terminal
Vancouver, BC
V6B 3X4

Note: Allow two weeks for processing.

Online

  1. Log in to My TELUS
  2. Select Billing
  3. Choose the account on which you want pre-authorized payments to be updated
  4. Select Manage pre-authorized payments
  5. Select a payment method, either chequing account or credit card, fill out the required fields and submit

Your updated pre-authorized payment information is now updated on your account.

Note: It may take up to one full billing cycle for pre-authorized payments to take effect. If you have a balance due on your account, it is recommended that you make a one-time credit card payment to avoid late charges.

Update your Home Services pre-authorized payment information

By mail

In order to make changes to the information used for your pre-authorized payments from your chequing account, you must print and mail in the Client authorization for automatic account withdrawals form to:

Mail the completed, signed form along with a void cheque to:

TELUS Client Payment Services
Box 2422
Station Main
Edmonton, AB
T5J 9Z9

Note: Allow two weeks for processing.

Online

  1. Log in to My TELUS
  2. Select Billing
  3. Choose the account on which you want pre-authorized payments to be updated
  4. Select Manage pre-authorized payments
  5. Select a payment method, either chequing account or credit card, fill out the required fields and submit

Your updated pre-authorized payment information is now updated on your account.

Note: It may take up to one full billing cycle for pre-authorized payments to take effect. If you have a balance due on your account, it is recommended that you make a one-time credit card payment to avoid late charges.

Add, remove and manage users on your account

The account owner determines the account privileges of all members and the account manager can oversee these privileges (with the exception of the owner's account rights). The account owner and manager may grant access to new users, modify a user's privileges or terminate a user's access to the account.

If you would like to cancel an account or service, please contact us.

Set up Access

  1. A banner featuring all pending access requests will be made visible
  2. Select Set up Access on the requests you wish to approve
  3. Select the role which you wish to assign the user
    Note: This will control the user's range of privileges on the account. Learn more about user privileges.
  4. Assign phone numbers
    Note: It is optional to assign a phone number to a manager. However, it is mandatory to assign at least one phone to a member, as this determines what phone(s) the member will be able to access on My TELUS.
  5. Select Confirm Access

Decline Access

  • Select Decline Access on the banner
    OR
  • Head to Set up Access and select Decline Access at the bottom of the page

Change Access

  1. On the profile which you wish to modify, select Change under the access level column
  2. You will see the user's current settings. Apply the desired new settings to this profile
  3. Select Confirm Changes
    Note: If you wish to cancel the changes, select the back button leading to the Manage account users page.

Remove Access

  1. On the profile which you wish to remove, select Change under the access level column
  2. You will see the user's current settings. Apply the desired new settings to this profile
  3. Select Remove Access to restrain the user from accessing their account
    Note: If you wish to cancel the changes, select the back button leading to the Manage account users page

Switch to e.Bill

Switch to e.Bill - Mobility account

  1. Login to My TELUS
  2. Select Billing
  3. Select Change bill format
  4. Select Paperless
  5. Set your billing notification preference, email and/or text message
  6. Select Save changes

Switch to e.Bill - Home Services account

  1. Login to My TELUS
  2. Select Billing
  3. In the Home Services bill, select Change bill format
  4. Complete the 2-step flow

Discontinue pre-authorized payments

  1. Log in to My TELUS
  2. Select Billing
  3. Choose the account on which you want to cancel pre-authorized payments
  4. Select Manage pre-authorized payments
  5. Select the cancel option, and submit

Cancel an account or service

We are continually adding functionality to My TELUS but currently this is not an available option. If you would like to close or cancel an account please contact us.

Change billing names

If you need to change your billing names please contact us.

Report a Mobility payment

If you've made a payment on your TELUS Mobility bill near or after your payment due date, you can report it online or by phone.

Report a payment online

To see if you’re eligible to send an online payment notification:

  1. Log in to My TELUS and select the Billing tab
  2. If you're eligible, you'll see a link to Notify us of a recent payment. Complete the form accordingly

Note: This service is not available on the My TELUS app.

Report a payment by phone

You'll need your TELUS PIN number when using this method.

  1. Call 604-310-2255 or *611 from your TELUS phone
  2. Press 1 to select Notify us of a recent payment

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