Device balances

Find your current balance and understand adjustments

Your Device Balance is the cost to upgrade or renew your device before the end of your service term. 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, the Device Balance is $0.

You can browse new devices and offers in the TELUS online store

How it works

Here is an example of a Device Balance scenario:

Phone “A” sells in store with no term pricing of 800$. Anna picks a 2 year term with an eligible plan and pays 80$ in store for the phone. The rest, 720$ discount, is spread out over 24 months agreement (30$ per month). If Anna completes her 24 month term, the device balance will reach 0$. If she chooses to renew and get a new device after 22 months, she’ll have to pay back the discount balance for remaining 2 month, 60$ (30$ x 2 months).

Where to find your device balance

On self-serve

  1. Log in to telus.com/myaccount.
  2. Select Offers from the left-hand menu.
  3. If you have more than one subscriber on the account, select the subscriber you want to view.
  4. Under Device Balance you will see:
    • Contract Start date
    • Contract End date
    • Current device balance amount

In My Account app

  1. Login into the app
  2. Select Plans & Devices
  3. Scroll down to Device Balance
    • Contract Start date
    • Contract End date
    • Current device balance amount

Note: You can also see your Device Balance on your monthly bill.

If you have additional questions regarding your Device Balance details, please Contact us

Sample 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.

Monthly credit: Over the length of your contract, TELUS automatically reduces your Device Balance each month by a set amount. This monthly 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 renew 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.

Monthly balance adjustments: 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 adjusted to reflect the discount received on your new device.

Adjustments to your Device Balance

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 adjusted to reflect the discount received on your new device.

You can find details about your Device Balance on your monthly bill.

Below is a sample of the adjusted amounts associated with your Device Balance:

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 you 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.


Did this solve your issue?

Yes No

Please do let us know, we're updating support articles all the time.

Thank you for your feedback

Why didn't this content help?

How can we improve the content of this article?

Remaining characters: 250

Other ways to get support