Mobility support

Getting started

Information on how Bring-It-Back™ & device balances work

Trade in your mobile phone

- The trade-in value of your device will be determined based on its condition and FMV (Fair Market Value), after an in-store appraisal 
- You can trade in one device per subscriber for credit at the time of new activation, upgrade or renewal 
- No minimum contract term is required
- To receive full trade-in credit, your device must be in working condition, with its battery and battery cover included
- Trade-in credit is non-transferable and has zero cash value
- Trade-in credit must be redeemed in-store at the time of device trade-in. Unused credit is relinquished once you leave the store
- Trade-in credit must first be applied toward the cost of any new phone. Any remaining credit can then be used toward accessories only
- All mobile devices, batteries, and accessories intended for recycling can be dropped off at participating Trade-In locations in any quantity, at any time. Recycled items will not be issued trade-in credits and do not require an activation or renewal transaction for drop off
- All trades are final. Once you've traded-in a device, it cannot be reclaimed
- You can trade in any mobile device, from any mobile carrier worldwide, with the exception of Smart Hubs and routers

Trade in your Android mobile device / What you need to know

Before you trade in your device, you'll want to prepare it so your account and personal information are protected.

__Step 1: Deactivate “Reactivation Lock”__

If you have a Samsung device with “Reactivation Lock” switched on, you must switch this feature off before trading in your phone.  

Follow the instructions for your device type below.

  1. From the **Home screen** , tap **Apps**
  2. From **Apps** , select **Settings**
  3. Navigate to Security to find **Reactivation Lock**. Ensure there is no green check mark. 

Reactivation Lock has been disabled.

__Step 2: Disable TELUS services on your device__

Depending on the network-type used by your device, do the following to disable TELUS services on your device and protect your TELUS account:

- 4G - If your mobile device uses the 4G network, all you need to do is remove your [TELUS SIM card](https://www.telus.com/en/mobility/sim-cards) from the device you intend to trade-in. In most cases, your old SIM card will work with your new phone. 
- 3G - If your mobile device uses the 3G network, you can do one of the following:  

    - Visit a Product Care Centre. Use our [Store Locator](https://stores.telus.com/) to find the closest location. You can have your device deactivated at the time of trade-in. 
    - [Contact us](https://www.telus.com/en/support/contact-us) to have your device deactivated. 

__Step 3: Remove your memory card__

Remember to remove your memory card (micro-SD) from your device if it has one. Memory cards are typically black in colour, and about half the size of a SIM card.

__Step 4: Reset your device to its original factory settings__

Protect your privacy and reset your device to its original factory settings. Resetting your device deletes your ringtones, contacts, pictures, messages, and other downloaded content.  

To reset your device to its original factory settings:

__Android__

  1. From the **Home** screen, tap **Menu**
  2. Tap **Settings**
  3. Select **Privacy**
  4. Select **Factory data reset**
  5. Place a check mark next to **Format USB storage** if you would like to wipe your Micro SD card while resetting your device 
  6. Tap **Reset phone**
  7. Tap **Erase everything**

__Samsung__

  1. From the **Home** screen, tap **Apps**
  2. From **Apps** , select **Settings**
  3. Navigate to **Backup and reset** and select **Factory data reset**
  4. Enter the **Samsung account password**
  5. Tap **Delete all** and the device will reboot 

Trade in your Android mobile device / Before you begin

- [Look-up the trade-in value](https://www.telus.com/en/mobility/trade-in-bring-it-back-returns) of your device online 
- Use our [Store Locator](https://stores.telus.com/) to find the closest Trade-in location 

Trade in your Android mobile device / How to trade in your used device

Trade in your Android mobile device

Trade in your Android mobile device / Child Article Config

The Trade-In Program lets you trade your used device for a credit you can apply towards a new phone. This program is available to all new and existing TELUS customers.

Trade in your Android mobile device / SEO

Learn the steps required to prepare your Android smartphone for the TELUS trade-in program.

Learn about Trade-in Program rules and how to deactivate your old phone

- The trade-in value of your device will be determined based on its condition and FMV (Fair Market Value), after an in-store appraisal
- You can trade in one device per subscriber for credit at the time of new activation, upgrade or renewal
- No minimum contract term is required
- To receive full trade-in credit, your device must be in working condition
- Trade-in credit is non-transferable and has zero cash value
- Trade-in credit must be redeemed in-store at the time of device trade-in. Unused credit is relinquished once you leave the store
- Trade-in credit must first be applied toward the cost of any new phone. Any remaining credit can then be used toward accessories only
- All mobile devices, batteries and accessories intended for recycling can be dropped off at participating Trade-In locations in any quantity, at any time
- Recycled items will not be issued trade-in credits and do not require an activation or renewal transaction for drop off. 
- All trades are final. Once you've traded-in a device, it cannot be reclaimed
- You can trade in any mobile device, from any mobile carrier worldwide, with the exception of Smart Hubs and routers.

Trade in your iPhone / What you need to know

Before you trade in your iPhone, you'll want to prepare it so your account and personal information are protected.

__Step 1: Deactivate “FindMyiPhone”__

If you have “FindMyiPhone” switched on, you must switch this feature off before trading in your phone.  

  1. From the **Home** screen, tap **Settings**
  2. From the **Settings** menu, select **iCloud**
  3. Scroll down to **FindMyiPhone**. If it is turned on, turn it off 
  4. Select **OK** on the confirmation screen 
  5. Enter your **AppleID password**, then click **Turn Off**
  6. A confirmation screen will confirm that FindMyiPhone has been turned off. 

__Step 2: Disable TELUS services on your device__  

Depending on the network-type used by your device, do the following to disable TELUS services on your device and protect your TELUS account:
- 4G/LTE: If your mobile device uses the 4G network, all you need to do is remove your [TELUS SIM card](https://www.telus.com/mobility/sim-cards/) from the device you intend to trade-in. In most cases, your old SIM card will work with your new phone. 
- 3G: If your mobile device uses the 3G network, you can do one of the following: 
   - Visit a Product Care Centre. Use our [store locator](https://stores.telus.com/) to find the closest location. You can have your device deactivated at the time of trade-in. 
   - [Contact us](https://www.telus.com/en/support/contact-us) to have your device deactivated. 

__Step 3: Reset your device to its original factory settings__

Protect your privacy and reset your device to its original factory settings. Resetting your device deletes your ringtones, contacts, pictures, messages, and other downloaded content.  

To reset your iPhone to its original factory settings:

  1. From the **Home** screen, tap **Settings**
  2. Tap **General**
  3. Tap **Reset**
  4. Tap **Erase All Content and Settings**.

Trade in your iPhone / Before you begin

- [Look-up the trade-in value](https://www.telus.com/mobility/services/trade-in/) of your device online
- Use our [store locator](https://stores.telus.com/) to find the closest Trade-in location. 

Trade in your iPhone / How to trade in your used device

Trade in your iPhone

Trade in your iPhone / Child Article Config

The **Trade-In Program** lets you trade your used device for a credit you can apply towards a new phone. This program is available to all new and existing TELUS customers.

Trade in your iPhone / SEO

Learn the steps required to prepare your Apple iPhone for the TELUS trade-in program.

Trade in your mobile phone / Parent Article Config

Interstitial / Trade in your mobile phone / SEO

Trade-in Program rules plus tips on how to deactivate, disable or reset your old phone

Trade in your mobile phone | Support | TELUS.com

Here are the alternative ways to get approved for a TELUS Mobility plan with bad or no credit.

With Reserve & Pick Up, you can get the device you want today at one of our TELUS Stores by placing a reservation.

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Use any Canadian number with your TELUS account, including landline numbers.

Learn how to set up a SIM card and replace your mobile device.

Learn about the eSIM voucher, a new digital alternative to physical SIM cards

Answers to common questions you may have about the TELUS Bring Your Own Device option

Answers to commonly asked questions about the Mobility Refer a Friend Program.

Information on how price matching works as well as instructions on how to apply.

Information for new & renewing Mobility customers

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Checking if your phone will work with TELUS

Upgrade your device with the TELUS Bring-It-Back™ program 

Here’s a step-by-step guide on how to keep a Bring-It-Back™ device. 

Here’s a step-by-step guide on how to return a Bring-It-Back™ device

Learn how to return your Bring-It-Back™ device without visiting a store with Online Returns. 

Before you trade-in or return your Bring-It-Back™ device, you'll want to prepare it so your account and personal information are protected.

Learn how Tab Carryover affects your bill and Easy Payment balance.

Find your current device balance and understand adjustments

Learn how to complete online renewals and device upgrades in a few easy steps as well as the benefits and options available to you when you upgrade.

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