Mobility support

Mobility

Getting Started intent page header - Mobility

Mobility / Getting Started

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Getting started

Information for new customers and instructions on how to get set up.

Fixing an issue intent page header - Mobility

Mobility / Fixing an issue

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Fixing an issue

Help with getting your hardware and services working again.

A mobile device and stationery lying on a table-top

Managing your account intent page header - Mobility

Mobility / Managing your account

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Managing your account

Find how to make changes to your account and services.

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Learning about your services intent page header - Mobility

Mobility / Learning about your services

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Learning about your services

Learn how to get the most out of your hardware and services.

Mobility-Icon

You will need the identification number (IMEI) of your smartphone or an unlocked phone. To find your phone’s IMEI number:

  * Dial **&ast; #06#** on your phone, or 
  * Look at the side of the box in which your phone came, or 
  * Look in the empty battery compartment 

![](//images.ctfassets.net/9mt4r6ro1ay9/E13RFry8dUmkOo26cicgw/3e6475b148419ac427ab6aa969775a28/imei-number.png)

Bringing your own device? Make sure your phone is [**unlocked**](/support/article/unlock-mobile-device). To check your phone’s eligibility, please [**contact us**](https://www.telus.com/en/support/contact-us) .

1. **TELUS SIM card**: To find your SIM card number, look at the 19-digit number underneath the barcode. ![](//images.ctfassets.net/9mt4r6ro1ay9/sA6AFldPlmYqigyYu44Sa/8d1ee974d9ce60fc54b3d8339d34a18e/SIM_Number.jpg)  
If you don’t have a SIM card, you can buy one [**in-store**](https://stores.telus.com/?INTCMP=TcomActivateLINKFindAStore) or [**online**](https://www.telus.com/mobility/sim-cards). 
2. __Approved forms of payment__: 
    - Credit card 
    - Visa Debit 
    - Interac Online 
    - Prepaid top-up card 

Activate your mobile device / Before you begin your activation

  1. Have your IMEI and SIM card ready. For help finding these items, see **Before you begin your activation** , above 
  2. Have 2 pieces of ID ready. For example, driver's license, social insurance number, Canadian credit card or passport 
  3. When you're ready to activate, **[contact us](https://www.telus.com/en/support/contact-us)**

**Note**: Activation through self-serve is not available to reduce the risk of fraud and identity theft. We have implemented additional security questions because at TELUS, we strive to keep our customers' personal and account information secure.

Activate your mobile device / Activate your phone on a monthly plan

 1. Have your IMEI and SIM card ready. For help finding these items, see **Before you begin your activation** , above 
  2. Have your payment method ready. Acceptable methods include credit card, Visa Debit, Interac Online and a Prepaid Voucher PIN 
  3. If you would like to go over the details on how prepaid works, visit [**Prepaid mobility service**](https://www.telus.com/en/support/article/understand-prepaid-mobility-service)
  4. When you're ready, **[activate your phone](https://www.telus.com/mobility/prepaid-activations/plans-and-addons)**

Activate your mobile device / Activate your Prepaid phone

__Keeping your current SIM card__
If you already have your new phone and it uses the same SIM card size as your current one, you can simply transfer your SIM into the device.

__Using a new SIM__
If you’re switching to a new phone that requires a different SIM card or if for any reason you wish to replace your current SIM card with a new one, you can change a SIM card online in [**My TELUS**](https://www.telus.com/my-account).

Please note that you must be an **Owner** or **Manager** on the account, and you’ll need the following:

  * A new TELUS SIM card and the 19-digit SIM number which appears on the card 
  * An active phone (to receive a verification code on)

**To change your SIM card online:**
  1. Log in to [**My TELUS**](https://www.telus.com/my-account). If you don’t have an account, [**register now**](https://www.telus.com/selfregistration)
  2. Go to **Plans & devices**
  3. If you have more than 1 subscriber on your account, select the subscriber for which you are changing the SIM card 
  4. Select the **Device** tab 
  5. Select **Change a SIM card**
  6. Follow the steps 

__Lost or stolen phone__
If your phone is lost or stolen, you will not be able to perform a SIM swap online. In that case, please contact customer care or [**disable the mobile device**](https://www.telus.com/en/support/article/disable-lost-stolen-phones).

Activate your mobile device / Swapping devices or changing SIM cards

If you're an existing customer and you'd like to add a phone to your account:

  1. Have your IMEI and SIM card ready. For help finding these items, see **Before you begin your activation** , above 
  2. [**Check your phone's compatibility**](https://www.telus.com/en/support/article/how-to-use-volte?hash=supported-volte-devices)
  3. [**Make sure your phone is unlocked**](https://www.telus.com/en/support/article/unlock-mobile-device?INTCMP=TcomActivateSTEPSUnlocked)
  4. When you're ready to add your new phone to your account, **[contact us](https://www.telus.com/en/support/contact-us)**

**Note**: Adding a new device through self-serve is not available to reduce the risk of fraud and identity theft. We have implemented additional security questions because at TELUS, we strive to keep our customers' personal and account information secure.

Activate your mobile device / Add a phone

Activate your mobile device

Get the My TELUS app to pay your bills, check usage, change plans, set up payment arrangements and more.

Banner - Activate your mobile device / Manage your account anytime, anywhere with the My TELUS app

My telus icon

Activate your mobile device Swiftype Page Title

How to successfully activate your phone online

Activate your mobile device Swiftype Page Description

Activate your mobile device / SEO

Learn how to activate your TELUS mobile device online.

Activate your mobile device | TELUS Support

You can log in to your TELUS Mobility account in the [My TELUS Mobile App](https://www.telus.com/en/my-telus-app "Download My TELUS App") to change your plan and monthly data or manage top ups and other optional add-ons.

__Change your plan and monthly data__

1. Go to the __Plans & Devices__ section
2. Select __Change plan__ and wait a moment as it loads your information
3. Select a new plan or data option, then select __Continue to add-ons__. If you don’t want to change your plan, you can skip this step and just change your add-ons.
4. View your current add-ons and select from the available options to purchase new add-ons, or you may remove your current add-ons. Select __Review and Confirm__ to review the final details of the changes before making them final.
5. Review the summary and select __Accept changes__
6. Wait for confirmation that your transaction was successful. You will also receive a confirmation email

__Add a data top-up or change other optional add-ons__

To add a data top-up for additional data until the end of your current billing cycle, or to change other optional add-ons for services like international long distance calling and texting:

1. Go to the __Plans & Devices__ section
2. Select __Data & Add-ons__ under the summary of __Your Plan__
3. Scroll down and select __Data top ups and Add-ons__
4. Select the type of add-on you’re looking for to reveal available options
5. Select __Get add-on__, then select __Confirm__ to complete the add-on purchase
6. For more information about what data top ups and these optional add-ons include, visit our [__Mobility add-ons page__](https://www.telus.com/en/mobility/add-ons)

Update a Mobility rate plan or add-on / Using the My TELUS Mobile App

You can log in to your TELUS Mobility account at __My TELUS__ online to change your plan and monthly data, or manage other optional add-ons.

1. Log in to your TELUS Mobility account at [__My TELUS online__](https://www.telus.com/mytelus) 
2. Select the __Mobility Plans & Devices__ tab
3. If there are more than one device subscribers on the account, you will be prompted to select the subscriber you want to view and make changes for
4. Select the appropriate option based on what you’re looking to do:
   - Manage plan to change your plan and monthly data 
   - Manage add-ons to change optional add-ons for other services, like international long distance calling and texting (skip to step 6) 
5. If managing your plan select a new plan or data option, then select __Continue to add-ons__. If you don’t want to change your plan, you can skip this step and just change your add-ons  
6. View your current add-ons and select from the available options to purchase new add-ons, or you may remove your current add-ons. Select __Review and Confirm__ to review the final details of the changes before making them final
7. Review the summary and select __Accept changes__
8. Wait for confirmation that your transaction was successful. You will also receive a confirmation email

Update a Mobility rate plan or add-on / Using My TELUS online from a mobile device or computer

If you’re encountering issues, here are some things to keep in mind when trying to manage your plan and optional add-ons online:

__Eligibility for Simple Share and Peace of Mind Plans__
If you’re on a 2-year term prior to July 3, 2019 with an outstanding device balance, you will not be eligible to change to a __Simple Share__ or __Peace of Mind__ plan until the end of your term, or if you pay off your remaining [__device balance__](https://www.telus.com/en/support/article/understanding-device-balance) early.

If you have a Your Choice or Shareplus plan, you will still be able to change your monthly data online. If you’d like to change the included talk and text in your plan you will need to [__contact us__](https://www.telus.com/contactus) or visit a TELUS store. 

If your 2-year contract on a Your Choice, Shareplus or promotional non-shareable plan has recently ended, you’re eligible to upgrade your device online with a Peace of Mind or Simple Share plan today.

__When sharing data with multiple users__
If you’re sharing data with two or more users on the account, here are some things to keep in mind:
- Eligible customers can change to a Simple Share plan and the data from that new plan will be shared with any other Simple Share, Your Choice or Shareplus plan users on the account. These shareable data plans are compatible with each other
__Example__: You have a device user that is accessing 9 GB of data from another user on the account. If the device user that’s accessing the 9 GB changes to a 3 GB Simple Share plan, both users on the account now have a total of 12 GB that they can both use every month.

- For customers on Your Choice and Shareplus plans, only the primary device user that has the shareable data add-on may change the monthly data for the account. When visiting the Plans and Devices section in My TELUS and viewing a secondary device user that is accessing the account’s shareable data, you will be prompted to change the primary device user’s plan.
- Once an eligible customer is on a Simple Share plan, you can change that device user or any other user on a Simple Share plan once per billing cycle to adjust the total shareable data on the account.

__Changing to a Peace of Mind plan when sharing data with multiple users__
If eligible for a Peace of Mind plan and are currently sharing with two or more users on the account, here are some things to keep in mind:

Peace of Mind plans are not shareable with Simple Share plans or older share plans, like Your Choice and Shareplus.

You will not be able to change a device user to a Peace of Mind plan online if that user has all of the data for the account. This is because the other users would not have any data if you moved this user to a non-shareable plan. You can [__contact us__](https://www.telus.com/contactus) by visiting a store, by phone or by chat for help with this.

If you are changing a device user that has some but not all of the data for the account, then you will be advised that making this plan change will result in less shareable data for the other account users. This is because any shareable data add-ons on the user that is changing to a Peace of Mind plan will be lost, since it is not compatible with this plan. 

The above applies when you have a smartphone and other connected devices sharing data, like a tablet, smart watch or Drive+. If you change your smartphone device to a Peace of Mind plan, then the other devices will only have access to the total shareable data across what is included in those device plans.

__If you’re on a Peace of Mind Connect plan__
The data included in your Peace of Mind plan can only be accessed by the subscriber with that plan, unless it is a Peace of Mind Connect plan.

The high-speed data included in Peace of Mind Connect plans will combine across all smartphone and connected device subscribers on the account that have a Peace of Mind Connect plan.

Once a subscriber is on a Peace of Mind Connect plan, they can only change their plan to another Peace of Mind Connect plan option online. 

__If you’re on a non-shareable promotional plan with a 2-year term, or a voice only plan__
Unfortunately, you won’t be able to change your plan online at this time but you can [__contact us__](https://www.telus.com/contactus) by visiting a store or by phone to change your plan and monthly data.

Update a Mobility rate plan or add-on / Troubleshooting My TELUS rate plan and add-on changes

1. Call __#123__ and enter your PIN when prompted
2. Select option __3__, then follow the prompts to select an Add-on
3. Wait for confirmation that your selection was successfully added to your account

__Note__: If calling 1-877-277-7745 from another device, you will need to enter your subscriber number and PIN before adding an Add-on.

Update a Mobility rate plan or add-on / Using IVR on your TELUS Prepaid device

Use My TELUS or #123 to update or change your Mobility rate plan and add-ons

Update a Mobility rate plan or add-on

Please note that this is an online-only task that can easily be done using either My TELUS online or the app.

Self-serve only tag - Update a Mobility rate plan or add-on

Self-serve only

Update a Mobility rate plan or add-on Swiftype Page Title

Learn how to change your Mobility rate plan and add-ons, and manage data top-ups quickly and easily with the My TELUS mobile app and online.

Update a Mobility rate plan or add-on Swiftype Page Description

Update a Mobility rate plan or add-on / SEO

Update a Mobility rate plan or add-on |  TELUS Support

- TELUS Assist is a virtual assistant that is __available 24/7__. No need to schedule a phone call or online chat
- It gets you answers to questions about your TELUS service __instantly on your mobile device or desktop__
- It's quick and easy to use, with __self-serve and add-on options__ all in one spot 
- It answers almost any Mobile or Home Solutions question and helps you __manage your TELUS account__ by performing account transactions, such as checking your account balance, resetting your account password and topping up data
- If you need further assistance during business hours, you can __ask to be transferred to a live chat agent__ or __request to have someone call you back__. The agent will receive your account information and the transcript of your conversation with the virtual assistant to be able to help you quickly
- After hours, you can __schedule a call back for the next day__

__Note__: Chat assistance and scheduled call back are not available for some enquiries. In these cases, TELUS Assist will instead provide a toll-free number for our contact centre.

TELUS Assist / How can TELUS Assist help me?

__Important__: In case you don’t see the purple TELUS Assist icon or window at the bottom right, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [__telus.com/support__](https://www.telus.com/en/support) for help.

1. TELUS Assist is available throughout the website on various pages. Whenever you see the purple TELUS Assist icon at the bottom right, select it to launch the virtual assistant. For both mobile and desktop users, TELUS Assist is open by default on this page for ease of use. Proceed to __step 2__ to interact with the virtual assistant
2. Select __Mobility__ for questions about your mobile phone and mobile services or __Home__ for questions about your TV, home phone, Internet, email and home security services 

__Note__: For your security, you will be required to log in to your My TELUS account to access any account information.

TELUS Assist /Getting started

- Keep it short and simple. The virtual assistant can recognize keywords to understand your question

__Example__:
“How much is my bill?”
“Add Easy Roam”
“Check my data”

- You can also use our quick response buttons to access answers to common questions 
[img src="//images.ctfassets.net/9mt4r6ro1ay9/6CpBSBfqM5JakdGhuAAZmz/63798dc736e8aff131cc92f7ee8c3074/TELUS_Assist_example_Feb_21.jpg" alt="TELUS Assist screenshot" max-width="300px"]

- If you are chatting with our virtual assistant during business hours and would like to speak with a live agent, type __Agent__ at any time to be connected to the next available chat agent or __Call__ to have an agent call you back.
- __Note__: Chat assistance and scheduled call back are not available for some enquiries. In these cases, TELUS Assist will instead provide a toll-free number for our contact centre
- Bookmark [__telus.com/VirtualAssistant__](https://www.telus.com/virtualassistant) for easy access in the future
- In case you don’t see the purple TELUS Assist icon or window at the bottom right, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [__telus.com/support__](https://www.telus.com/en/support) for help

TELUS Assist / Helpful tips

__How can TELUS Assist help me?__

TELUS Assist can access information on all personal TELUS Mobility and TELUS Home services. For the best experience, make sure you are selecting the correct TELUS service at the start of the session. If you require information about multiple TELUS services, you'll need to restart your session and select a different service.

__What languages does the virtual assistant understand?__

TELUS Assist is fluent in both English and French. The assistant defaults to your preferred language on telus.com. To change it, go to [__telus.com__](https://www.telus.com) on your mobile device or desktop and change your preferred language.

__Do I have to log in to my My TELUS account?__

For your security, you must log in to your My TELUS account before you access any account information. You don't need to log in to your account to ask general questions.

__I don’t have a My TELUS account. Can I still use TELUS Assist?__

Yes. General information is available without logging into My TELUS. 

__I am not a TELUS customer. Can I still use TELUS Assist?__

Yes. Our virtual assistant helps with account questions and transactions, but it can also answer general questions.  

__Why do you ask for my name and phone number?__

We ask for contact information so if you transfer to a live chat agent, the agent will have your name and number to call you back in case you get disconnected.

__How do I chat or speak with a live agent?__

If you are chatting with TELUS Assist during business hours, type __Agent__ to be connected to the next available chat agent or __Call__ to have an agent call you back.

__Note__: Chat assistance and scheduled call back are not available for some enquiries. In these cases, TELUS Assist will instead provide a toll-free number for our contact centre.

TELUS Assist / Frequently asked questions (FAQ)

TELUS Assist

Looking for your account-related information? Log in to the My TELUS app and interact with our chatbot for a secure and personalized experience, and get instant help with self-serve options.

Banner - TELUS Assist / Manage your account easily with our chatbot, TELUS Assist

MyTELUS App Icon cmyk

TELUS Assist Swiftype Title

Learn how our virtual assistant can help you get instant answers - anytime, anywhere.

TELUS Assist Swiftype Description

TELUS Assist / SEO

TELUS Assist | TELUS Support

Learn how our virtual assistant can help you get instant answers 24/7.

Galaxy A5 (2017)

Galaxy S8

iPhone X

iPad (8th generation)

Mobility / SEO

Get online support for your TELUS Mobility services. Learn how to set up your TELUS Mobility device & account, manage mobility plans and solve common issues.

Mobility Support | TELUS

For help with your phone, smartwatch, tablet & plan

It’s the ability to temporarily suspend your Mobility services and pay a reduced rate while you’re away.

__Note__: If you have a device currently on a TELUS Easy Payment plan, the monthly device payments will continue to be charged during the suspension period.

TELUS Mobility Vacation Suspension / What is vacation suspension?

All customers on a __monthly phone plan__ can request vacation suspension. If you have an active service agreement, your contract dates will not be impacted by using vacation suspension.

__Note__: Your account must be in good standing to be eligible for vacation suspension.

TELUS Mobility Vacation Suspension / Am I eligible for vacation suspension?

You can put your Mobility plan on hold for a minimum of 1 month up to a maximum of 6 months, once per year. A month, for the purposes of a vacation suspension is considered to be 30 days. 

For example: November 13 to December 13 is 30 days apart and would be considered a valid request. However, February 1 to March 1 is only 28 days apart (29 days in a leap year) and would not be considered a valid suspension request. 

__Note__: While travelling, you will not be able to send or receive text messages or calls, or use cellular data while on vacation suspension.  

If you prefer to use your phone while travelling, stay connected with [Easy Roam](https://www.telus.com/en/mobility/travel "Travel").

For longer trips to the U.S., browse our [Canada-U.S. plans](https://www.telus.com/en/mobility/plans "Plans") for unlimited roaming.

TELUS Mobility Vacation Suspension / How long can I put my service on vacation suspension?

While on vacation suspension, your plan cost will be reduced to $30 for Smartphone plans. 

__Note__: Tablets are not eligible for vacation suspension.

TELUS Mobility Vacation Suspension / Is there a charge?

Complete the [vacation suspension request form](https://www.telus.com/en/support/article/telus-mobility-vacation-suspension#begin-a-vacation-suspension "Begin a vacation suspension") below at least 2 days in advance of your travel dates.

TELUS Mobility Vacation Suspension / How do I request a suspension of my service?

If something happens and you have to shorten your trip, simply [contact us](https://www.telus.com/en/support/contact-us?INTCMP=Tcom_Support_Mob_Vacation_Return_Early_to_Contact_Us "Contact us") when you return and your service will be reactivated within minutes.

TELUS Mobility Vacation Suspension / What if I return home early?

- Chargeable add-ons such as Voicemail 25, Call Forwarding and Long Distance will not work during vacation suspension and will not be charged
- Add-ons such as Extended Warranty products, Stream+ and TELUS Online Security will continue to be charged and will remain active during vacation suspension
- Government 911 fees will continue to apply during the suspension period
- If a loyalty or promotional feature was added to your Mobility service at some point by an agent for a discounted price, the feature will continue to be charged for, and at the full price during vacation suspension. Examples of this could include extra minutes, or Voicemail to Text
   - __Note__: If you would rather remove these features instead, you can [contact us](https://www.telus.com/en/support/contact-us?INTCMP=Tcom_Support_Mob_Vacation_Promotions_Impact_to_Contact_Us "Contact us") to do so. However, we will not be able to add them back once your vacation suspension period is over. You can review your plan information, including add-ons and promotions by using [My TELUS](https://www.telus.com/en/my-telus-app "My TELUS app")

__Note__: While your Mobility service is suspended, you will not be able to access your mobile voicemail inbox.

TELUS Mobility Vacation Suspension / Will my plan or promotions be impacted?

TELUS Mobility vacation suspension

For longer trips to the U.S., browse our Canada-U.S. plans for unlimited roaming with data, talk and texts and keep your Canadian phone number.

If you’d prefer to continue service while travelling, stay connected with Easy Roam® and add it for free by texting “ROAM” to “7626”.  

For a daily fee, Easy Roam has you covered in the U.S. and in 200+ international destinations. Visit telus.com/travel for more information on Easy Roam®.

TELUS Mobility Vacation Suspension / Banner

Easy Roam Map

TELUS Mobility Vacation Suspension / SEO meta

Learn about the steps to pausing your Mobility service while you’re out of the country for 1 month or longer.

TELUS Mobility vacation suspension | TELUS Support

Once you’ve chosen the brand and device, select the __Go to my device__ button, where you’ll be taken to an in-depth guide to explore a wide variety of easy-to-follow walkthroughs that cover setting up, troubleshooting and learning how to use your devices’ features.

[device-picker]

Learn how to set up, troubleshoot and use your device / Look up a guide for your device

Learn how to set up, troubleshoot and use your device

Learn how to set up, troubleshoot and use your device / SEO

Learn how to set up, troubleshoot and use your mobile phone, tablet, watch or TELUS Smart Hub with our device tutorials.

Tutorials to set up, fix and use your device | TELUS Support

Step-by-step device guides for your phone, tablet, watch and Smart Hub.

You can manage all of your TELUS mobility services in the [My TELUS app](https://www.telus.com/en/my-telus-app "My TELUS app") and online with [My TELUS](https://www.telus.com/mytelus "My TELUS"). Register or log in for any of the following activities: 

- View your monthly bill and past bills, usage details and add fast pass in [Overview](https://www.telus.com/my-account/?linktype=topNavLnkOverview "Overview in My TELUS").
- Set up payment arrangement in [Pre-Authorized Payments](https://www.telus.com/my-telus/payments/pre-authorized "Pre-Authorized Payments in My TELUS").
- [Manage your phone number](https://www.telus.com/my-telus/phone-number "Manage your phone number"), [change your SIM card](https://www.telus.com/my-account/simswap "Change your SIM card") or suspend your devices in [Device](https://www.telus.com/my-account/mobility/plans-and-devices/device "Device in My TELUS").
- Update your address, view your Customer Service Agreement and change security settings in [My Profile](https://www.telus.com/my-telus/profile?linktype=topNavLnkMyProfile "My Profile in My TELUS").
- [Change your plan](https://www.telus.com/my-telus/mobility/plans-and-devices/rate-plan-change/available-plans "Change your plan") if you need more monthly data or [manage your add-ons](https://www.telus.com/my-telus/mobility/plans-and-devices/rate-plan-change/addons "Manage your add-ons"). 
- Confirm travel coverage for your devices and learn how to set up Easy Roam in [Travel](https://www.telus.com/my-telus/travel "Travel in My TELUS").

Welcome to TELUS Mobility / Set up My TELUS to manage your services online

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Before you get started, you will need the following:
- Your new TELUS SIM card or eSIM, and 
- Your SIM card or eSIM from your old service provider. 

Make sure your current phone number remains active to complete the transfer and do not discard your old SIM or delete your old eSIM. Keep the device you will use with TELUS nearby and ready to go when prompted. To begin the transfer, register or log in to My TELUS and visit the [transfer your number](https://www.telus.com/my-telus/phone-number/before-port-in "Transfer your number") page.

For additional details, visit the [transfer your Canadian phone number](https://www.telus.com/en/support/article/move-mobile-phone-number#processing_time "Transfer your Canadian phone number") support page.

Welcome to TELUS Mobility / Transfer your phone number

__Set up your SIM card__
1. Make sure the device is turned off.
2. Locate the SIM card slot and insert your SIM (refer to the manufacturer’s guide for help).
3. Turn on your device and complete the automatic activation (connect to Wi-Fi if you do not have a data plan).
4. Restart your device.

__Set up your eSIM__

__For Apple users__:

If you selected the eSIM option while activating your service, an eSIM will be assigned to your phone. All you need to do is turn the device on, and follow the instructions to activate your eSIM and connect to the TELUS network. To do so:
1. Turn the device on.
2. Ensure that the device is connected to the Internet. This can be either through Wi-Fi or by using a SIM from any cellular provider.
3. Follow the onscreen setup instructions. The eSIM will be activated as part of the process.
4. If you have completed the setup already and cannot use your phone yet, you can activate the eSIM manually by going to __Settings__ > __Cellular__ > __Set Up Cellular__ or __Add SIM__.

__Note__: Check if your [device is eSIM-capable](https://www.telus.com/esim/#what-you-need "Check if your device is eSIM-capable").

__For Android and Apple users__:

If you are using an eSIM voucher, follow the on-screen instructions after powering on an eligible device. Then select the option to set up without a SIM card, if asked.
1. Connect to Wi-Fi (the eSIM download will fail without Wi-Fi).
2. Scan the QR code on the TELUS eSIM voucher with your phone camera and follow the prompted steps.
3. Restart your device.

If you need additional help, you can visit the support page on [eSIM](https://www.telus.com/support/article/esim-voucher "eSIM help").

__Note:__ If you have lost your SIM or if you are changing your existing SIM card, be sure to update your My TELUS profile with your new SIM number. 

Check if your [device is eSIM-capable](https://www.telus.com/esim/#what-you-need "Check if your device is eSIM-capable").

Welcome to TELUS Mobility / Set up your SIM card or eSIM

Like all service providers, TELUS bills one month in advance. As a result, your first bill might be different from the bills you’ll receive in the future. Watch this video to learn more.

[youtube:id:8Oowa42goiY]

__Key elements of your bill__
- Regular monthly recurring charges for plans and add-ons for next full month. For example:
  - Peace of Mind Connect Unlimited
  - Monthly TELUS Easy Payment
- __Partial charges:__ If you have changed your plan or add-ons during renewal, your next immediate bill will have adjustment for old plans and add-ons.
- __One-time service fee:__ For example, Connection fee
- __Bill credits__ for promotions may take up to 2 billing cycles to appear.

__When to expect your bill__
TELUS offers paperless billing. You will receive an email and/or SMS notification of your e.Bill 2-5 days after your billing date.

__Manage your bill and payment online__
Register or log in to the [My TELUS app](https://www.telus.com/en/my-telus-app "My TELUS app") and go to the Billing tab where you can:
- View your bills
- Download the Customer Service Agreement
- Manage e.Bill notifications
- Explore payment options

If you need additional help, please visit our Support page to [understand your mobility bill](https://www.telus.com/en/support/article/understanding-your-telus-bill "Understand your mobility bill") and other types of charges.

Welcome to TELUS Mobility / Understand our Mobility bill

__Check what your data plan includes__

Register or log in to My TELUS and select [Plans & Devices](https://www.telus.com/my-telus/mobility/plans-and-devices/plan "Plans & devices") to check the details of your service. You can also check your Customer Service Agreement which is at the very bottom of the __Billing__ tab.

Learn how to [troubleshoot data problems](https://www.telus.com/en/support/article/troubleshoot-data-problems "Troubleshoot data problems"). 

__What is data proration?__

Data proration means that you won’t have access to the full amount of your data until your next billing cycle. This happens when you make a rate plan change or join TELUS during a billing cycle. 

For example, if you switch from a 6GB rate plan to a 10GB rate plan with 12 days left in your billing cycle, you will have access to 4GB of data for these 12 days. You will have access to the full data amount once you enter your first full billing cycle.

Learn more about [data proration](https://www.telus.com/en/support/article/faq-data-proration "Data proration").

Welcome to TELUS Mobility / Understand your data plan and data proration

To learn more about your phone’s features, check out the [device-specific tutorials](https://www.telus.com/en/support/article/get-to-know-your-device "Device tutorials"). Just choose the device type you have and what you would like to learn about.

Learn how to [set up mobile voicemail](https://www.telus.com/en/support/article/set-up-mobile-voicemail "Set up mobile voicemail").

Welcome to TELUS Mobility / Get to know your device

__Before you start__
1. Register for [My TELUS](https://www.telus.com/mytelus "My TELUS") as you may be required to use your login credentials during setup.
2. Confirm which smartwatch plan you have (Standalone plan or OneNumber plan) on the [Plans & Devices](https://www.telus.com/my-account/mobility/plans-and-devices/plan "Plans & Devices") in My TELUS or your order confirmation email.
3. Make sure your phone and your smartwatch are within range of each other (usually within 30 feet, or 10 meters apart).
4. Make sure you have the latest software on both your smartphone and smartwatch.

__Setup instructions__
- Learn how to set up your OneNumber plan with [Apple Watch](https://www.telus.com/en/support/mobile-device/watch-series-6/7.0.0/setting-up-the-watch-for-the-first-time "Set up Apple Watch") or [Samsung watch](https://www.telus.com/en/support/mobile-device/galaxy-watch/4.0.0.0/setting-up-the-galaxy-watch-for-the-first-time "Set up Samsung watch").
- Learn how to set up your [Standalone smartwatch plan](https://www.telus.com/en/support/mobile-device/watch-series-6/7.4.0/setting-up-the-watch-for-a-family-member "Set up Standalone smartwatch plan").

For any other questions regarding your smartwatch, visit the [device specific tutorial](https://www.telus.com/en/support/article/get-to-know-your-device "Device tutorials") page or our [Smartwatch FAQ](https://www.telus.com/en/support/article/smartwatch-faq "Smartwatch FAQ") page.

Welcome to TELUS Mobility / Set up your smartwatch

Having trouble with your device? Turning off your device and then turning it back on again fixes many common issues. For other support options:
- Chat with [TELUS Assist](https://www.telus.com/en/support/article/telus-virtual-assistant-explained?showOnLoad=true "TELUS Assist") in the My TELUS App or online.
- Check out [TELUS Support pages](https://www.telus.com/en/support/topic/mobility "TELUS Support") for detailed step-by-step instructions.
- Download the [Device Checkup](https://www.telus.com/en/mobility/device-check-up "Device checkup") app and run a diagnostic test for your specific device.
- Ask fellow TELUS users questions in [TELUS Neighborhood](https://forum.telus.com/ "TELUS Neighborhood") and find answers to questions that others have already submitted.

Welcome to TELUS Mobility / Get support at TELUS

Welcome to TELUS Mobility

Get the My TELUS app to easily pay bills, change plans, manage your services, set up pre-authorized payments, get any account-related information and more.

Banner - Welcome to TELUS Mobility / Manage your account anytime, anywhere with the My TELUS app

Welcome to TELUS Mobility / SEO

Everything you need to know about setting up your smartphone, tablet and smartwatches on the TELUS network. 

Welcome to TELUS Mobility | TELUS Support

As of now, TELUS is making it simpler to access your account online. In most cases, all you will need is your account number.

Can't find your account number? Here are a few places it could be.

__Service agreement__

Your Mobility account number can be found on your **TELUS Service Agreement**, **below the date**.

__Paper bill__

It also appears on your **TELUS paper bill**, **under your name**.

Find your TELUS Mobility or Home Services account number / Mobility

__Sign up email__

Your Prepaid Mobility account number can be found on your **sign up email**.

 Find your TELUS Mobility or Home Services account number / Prepaid Mobility

__Paper bill__

Your account number appears on your **TELUS paper bill**, **under your name**.

__Order confirmation email__

Your account number appears in your order confirmation email you receive shortly after your order is submitted (the confirmation email should be titled “__Your TELUS Home Services order is confirmed__”). 

The account number will be located in the top- right corner of the email in a gray box just above the “__Register Now__” green button.  Please see example image below:

![Order Confirmation Email screenshot](//images.ctfassets.net/9mt4r6ro1ay9/4mcfGYKl7CZVIlvUQBA1Yf/37fe175e974e2c5d1ddebeb5ee6a1c6a/Order_Confirmation_Email_screenshot.png)

Find your TELUS Mobility or Home Services account number / Home Services 

If you're a Business Mobility or Wireline customer, learn [how to find your TELUS Business account number](https://www.telus.com/en/business/support/article/locate-your-telus-account-number "Find your TELUS Business account number").

Find your TELUS Mobility or Home Services account number / For Business Mobility and Wireline customers

Find your TELUS Mobility or Home Services account number

Get the My TELUS app to easily pay bills, change plans, manage your services, get any account-related information and more.

Banner - Find your TELUS Mobility or Home Services account number / Manage your account anytime, anywhere with the My TELUS app

Find your TELUS Mobility or Home Services account number / SEO

How to find your Mobility or Home Services account number.

Find TELUS Mobility or Home Services account number | TELUS Support

How to find your Mobility or Home Services account number

Every TELUS customer gets assigned a bill cycle. At the start of each bill cycle, you're charged for your regular monthly services, which are billed 1 month in advance.

Your first TELUS bill will be different from future TELUS bills. Your activation day may not align with your bill cycle date so you will incur a partial charge. You may also see a one-time charge such as a connection fee or installation fee. This means your first bill could be higher than your regular bills.

Check out this video to learn more about partial charges on your first bill.

[youtube:id:8Oowa42goiY]

Understanding your TELUS bill / Why your first bill is different

You may also see partial charges or credit when you make a change to your plan. This happens if you change your plan on a day that is not aligned with your assigned bill cycle. This means you’ll see partial charges or credit for the change from the date you made the change until your bill cycle date, as well as a charge for next month’s regular bill.

__If you’ve transferred your number to TELUS Mobility from your previous provider__, you may see two phone numbers on your bill, but rest assured your bill charges are accurate. 

All new activations are assigned a phone number prior to transferring your number to TELUS. You can choose to keep this new number, transfer in an existing number from your previous provider or change your phone number to something different. When you transfer your number from another provider, you’ll see charges for the initial new number assigned to you by TELUS, and charges for the number that you transferred from the previous provider. __Your charges will still be accurate based on the days of service__.

Understanding your TELUS bill / Partial charges or credits

Since you're billed one month in advance, we adjust your monthly bill when you make a change to your rate plan or services.

On your next bill, you will see the following line items:
- A __partial credit__ that covers the period when your previous rate plan or service was not used
- A __partial charge__ for the period you are on the new rate plan or service for the current month
- The __regular monthly charge__ for the new rate plan or service
- An __upgrade fee__ if you upgraded to a new device in the middle of your contract

__Note:__ __For mobility customers__, if you make changes to your plan, your pay-per-use rates may change. For current pay-per-use rates, see [telus.com/MobilityPPU](https://www.telus.com/MobilityPPU "Pay-per-use rates for TELUS monthly mobility subscribers").

Also, your airtime, data and text messaging allotment are prorated.

Learn more about [data proration](https://www.telus.com/en/support/article/faq-data-proration "Data proration FAQ").

For __TELUS Home Phone and Internet customers__, if you have a long distance add-on with your Home Phone or do not have unlimited Internet, your allotment is prorated as well.

Understanding your TELUS bill / Billing impacts after service changes

You’ll need your account number for bill payments made outside of My TELUS. You can also use this to set up your My TELUS account.

Your account number can be located on:
- e.Bill email notifications
- Your paper bill (if you receive one)
- An order confirmation
- Your Customer Service Agreement
- Your My TELUS account once you’re logged in

Learn how to locate your [TELUS Mobility or Home Services account number](https://www.telus.com/en/support/article/locate-your-telus-account-number "Find your TELUS Mobility or Home Services account number").

Understanding your TELUS bill / Locating your account number

Your monthly bill begins with a summary of your balance carried forward from last month. It also includes your total account balance, payment due date and payment options. There is also an option to download a PDF version of the bill.

Learn how to [view and download your TELUS bill](https://www.telus.com/en/support/article/switch-to-paperless-billing "How to view and download your TELUS bill").

__Balance carried forward from last bill:__ Any unpaid balance from your previous month’s bill.

Understanding your TELUS bill / Bill summary

This section includes your current monthly charges for your mobile and home services. These will also include any add-ons and other charges and credits, such as 911 fees and all applicable taxes.

__Your plan:__ This section contains details of your monthly rate plan as well as any features and services that are included with your plan.

__Your add-ons:__ These are charges for any additional services and/or features not included in your monthly rate plan.

__Note:__ A one-time charge such as a connection fee or installation fee may appear in the above section on your first bill. This is not a recurring fee and will not show up on future bills.

Understanding your TELUS bill / New and recurring monthly charges

__Usage charges:__ These charges occur when your usage exceeds the total included in your monthly rate plan (if applicable). This may include additional talk time, text, data usage or long distance charges.

__Account-wide charges:__ These are the charges and credits related to the full account and not related to any specific section of your bill. Examples include late payment charges for a past due balance or a credit applied to the account.

__Total due:__ This will be your total amount due (including applicable taxes). This includes any balance owing from your last bill and late payment charges (if applicable).

Understanding your TELUS bill / Additional charges, credits and your total due

This includes your last payment received by TELUS. You can also view and download PDF versions of your past bills over the last 18 months.

Understanding your TELUS bill / Last payment and past bills

__Note:__ Only customers who meet one of the following conditions can request paper bills at no cost:
- Customers who do not have home internet access or mobile data services
- Customers who identify as a person with a disability
- Customers who are 65 years or older

Learn how to [turn on paper billing](https://www.telus.com/en/support/article/switch-to-paperless-billing "How to view and download your TELUS bill").

Understanding your TELUS bill / Switch to paper billing

Understanding your TELUS bill

Get the My TELUS app to easily pay bills, change plans, set up pre-authorized payments, manage your services and so much more.

Banner - Understanding your TELUS bill / Manage your account anytime, anywhere with the My TELUS app

Understanding your TELUS bill / SEO

Learn the key elements of your TELUS monthly bill as well as the impact of service changes, partial charges and credits on your bill.

Understanding your TELUS bill | TELUS Support

Learn the key elements of your bill and how service changes affect your monthly bill.

- The Subscriber Identity Module (SIM, for short) is a way for customers to connect to the TELUS network
- Can be either a physical SIM card (pSIM) or an embedded SIM (eSIM)
- Using a physical SIM card (pSIM) and an electronic SIM card (eSIM), you can use two phone numbers on one smartphone. Both the phone numbers can make and receive voice calls, and send and receive text messages (SMS) and multimedia messages (MMS)
- This means you can have your personal and business phone numbers on one device or you can add a second phone line when travelling internationally


Learn about SIM and eSIM / What is a SIM?

- An eSIM is an industry-standard digital SIM that allows you to activate a cellular plan from TELUS without having to use a physical SIM
- Most newer models already come with the ability to support eSIM on their devices. To know the list of eligible models, please head to ‘What you need’ section below

Learn about SIM and eSIM / What is an eSIM?

An eSIM voucher contains a digital SIM that lets you access a cellular plan without having to insert a physical SIM card. This eSIM voucher also allows you to use up to 2 phone numbers on select smartphones. eSIM vouchers can be purchased online at the [SIM card shop page](https://www.telus.com/en/mobility/accessories/product/esim?INTCMP=support_esim_voucher_to_shop).

Learn about SIM and eSIM / What is an eSIM Voucher?

Using a physical SIM card and an electronic SIM card (eSIM), you can use two phone numbers on one smartphone. Both the phone numbers can make and receive voice calls, and send and receive text messages (SMS) and multimedia messages (MMS). 

This means you can have your personal and business phone numbers on one device or you can add a second phone line when travelling internationally.

What is an eSIM voucher? / How does Dual-SIM work?

You can activate your phone by [purchasing a TELUS eSIM Voucher](https://www.telus.com/en/mobility/accessories/product/esim?INTCMP=support_esim_android_to_shop). Once you receive your voucher, follow these steps:

__As a primary line on a Google Pixel__:
1. Turn on the device
2. Select __Don’t have a SIM card__ option
3. Connect to a Wi-Fi network
4. Select __TELUS__ as your network
5. Scan QR code on TELUS eSIM voucher with camera 

__As the only line on a Motorola Razr__
1. Turn on the device
2. Select __Start SIM-free setup__
3. Connect to a Wi-Fi network
4. Copy apps and data using Google Account (optional)
5. Provide permissions to Google Terms & Conditions
6. Scan QR code on TELUS eSIM voucher with camera 

__As a secondary line__
1. Settings/Network and Internet
2. Select the __+__ sign
3. Select __Don’t have a SIM card? Download your SIM instead__
4. Select __TELUS__ as the network provider
5. Scan the QR code found on the voucher

__Samsung__

__Currently enabled__: Samsung Galaxy Note20, Galaxy Note20 Ultra or Galaxy Z or S series device launched in 2021 or newer (excluding Galaxy S21 FE).

__As a secondary line on a Samsung Galaxy__
1. Go to __Settings__
2. Select __Connections__
3. Select __SIM card manager__
4. Select __Add Mobile Plan__
5. Scan __QR Code__
6. Select __Preferred SIM__

Learn about SIM and eSIM / Set up an eSIM: Android users

__How do I convert a physical SIM to an eSIM on the same phone?__

If you are converting a physical SIM to an eSIM on the same iPhone using eSIM Quick Transfer: 
1. Go to __Settings__ > __Cellular__ > Tap __Convert to eSIM__ > Tap __Convert Cellular Plan__
3. Wait for your eSIM to activate. Your previous SIM card will deactivate when the cellular plan on your iPhone activates
4. Remove the physical SIM from your iPhone. Then restart your iPhone

__Note__: Apple eSIM Quick Transfer requires iOS 16.4 or later.

__How do I transfer my existing number to the eSIM on a newer phone?__

- If you are upgrading or replacing a device, learn how to [change your SIM](https://www.telus.com/en/support/article/swap-your-sim-card?INTCMP=support_esim_apple_to_swap)
- If you are transferring a physical SIM or an eSIM from a previous iPhone to an eSIM on your new iPhone using eSIM Quick Transfer, go to: __Settings__ > __Set Up Cellular__ > Tap on __Phone Number__ > __Approve Transfer Request__

__Note__: Apple eSIM Quick Transfer requires iOS 16.4 or later.

__New customers__
- You can purchase an [eSIM QR Voucher](https://www.telus.com/en/mobility/accessories/product/esim?INTCMP=support_esim_apple_to_shop1) 

__How do I activate a new number on my phone?__
You can activate your eSIM in either of the following ways:
- __Apple eSIM carrier activation__: If you selected the eSIM option while purchasing your device, an eSIM will have been assigned to your phone. All you need to do is turn the device on, and follow the instructions during setup to activate your eSIM and connect to the TELUS network.
- __Bring Your Own Device (BYOD)__: If you want to bring your own device, you can either purchase an eSIM QR Voucher or visit a TELUS store.

Here's more information on how to [bring your existing number to TELUS](https://www.telus.com/en/support/article/move-mobile-phone-number "Bring your existing number to TELUS").

__How do I activate the eSIM using a QR Voucher?__

If you are activating your eSIM after setting up your phone, you need to [purchase an eSIM QR Voucher](https://www.telus.com/en/mobility/accessories/product/esim?INTCMP=support_esim_apple_to_shop2). Once you receive the voucher, you need to scan the QR code using the Camera app and follow the steps indicated below:
- Go to __Settings__ > __Cellular__ > __Add eSIM__ > __Use QR Code__ > Scan the QR Code using Camera App until you see a message that says “A cellular plan from TELUS is ready to be added to the iPhone" > Choose the labels for each of your cellular plans > Set your default line

Learn about SIM and eSIM / Set up an eSIM: Apple users

If you’re switching to a new phone or you wish to replace your current eSIM card with a new one, you can do so online in [My TELUS](https://www.telus.com/mytelus).

You must be an Owner or Manager on the account, and you’ll need the following:
- A new TELUS eSIM card and its 19-digit SIM number
- An active phone (on which you are swapping the SIM)

To swap your eSIM card online:
1. Log in to [My TELUS](https://www.telus.com/mytelus). If you don't have an account, [register now](https://www.telus.com/selfregistration "Register for My TELUS")
2. Go to __Mobility Plans & Devices__ (or __Plans / Travels__ in the My TELUS App)
3. Select the __Device__ tab
4. Select __Change a SIM card__
5. Follow the steps

Learn about SIM and eSIM / If you are looking to swap eSIMs

<table><tr><th width="50%">iOS</th><th width="50%">Android</th></tr><tr><td>- iPhone XS, XS Max, XR or newer - iPhone SE (2nd generation) or newer - Any eSIM compatible iPad. See [apple.com](https://www.apple.com/ca/ipad/cellular/)</td><td>- Google Pixel 3a, 3a XL, 4, 4 XL or newer - Motorola Razr (XT2000-2/Single eSIM only) - Huawei P40, P40 pro - Samsung Galaxy Note20 and Note20 Ultra (January 2022 software update or later) - Samsung Galaxy S21 5G, Samsung Galaxy S21+ 5G, Samsung Galaxy S21 Ultra 5G (software version ending in BUK8 or later) - Samsung Galaxy S22 5G (SM-S901), Samsung Galaxy S22+ 5G (SM-S906), Samsung Galaxy S22 Ultra 5G (SM-S908) - Samsung Galaxy S23 (SM-S911W), Samsung Galaxy S23+ (SM-S916W), Samsung Galaxy S23 Ultra (SM-S918W) - Samsung Galaxy Z Flip3 5G and Samsung Galaxy Z Fold3 5G (June 2022 software update or later) - Samsung Galaxy Z Flip4 5G (SM-F721) - Samsung Galaxy Z Fold4 5G (SM-F936) - Samsung Galaxy XCover6 Pro</td></tr><tr><td>TELUS wireless prepaid or postpaid plan</td><td>TELUS wireless prepaid or postpaid plan</td></tr><tr><td>iOS 12.1 or newer</td><td>Android Q (10) or newer</td></tr><tr><td>[__eSIM voucher__](https://www.telus.com/en/mobility/sim-cards)</td><td>[__eSIM voucher__](https://www.telus.com/en/mobility/sim-cards)</td></tr></table>

What is an eSIM voucher? / What you need

__1. What rate plans are available for eSIM?__
Any in-market TELUS Mobility rate plan (prepaid or postpaid) is available on eSIM. 

__2. Do I need an active physical SIM in my device to activate an eSIM?__
Compatible Android smartphone: No, a customer can activate a device using an eSIM voucher on compatible Android devices on Android 10 and newer. 

__Compatible iOS smartphone:__ At this time, only iPhone 14 and 14 Pro models purchased in the U.S. (i.e. eSIM only) do not require a physical SIM card to be activated first before you are able to activate your eSIM. Other compatible iOS smartphones require a physical SIM card to be activated first in order to provision the device warranty, after which you can switch to eSIM.

__3. How do I know which line I’m using at any given time?__
Each line is individually labelled to differentiate between numbers. These labels can be customized. These labels may vary depending on the operating system and the active carrier.

__4. What happens when I receive a call on my secondary line while I am on a call on my primary line?__
Both lines can be connected to the network at all times. While on a call using one line, the other line is on standby. If you receive a call on the other line while on a call using the first line, the incoming call will go to voicemail. 

__5. If both the lines have mobile data, which one can I use and which one will show on my bill?__
Both lines can access mobile data but only one line can access mobile data at any given time to prevent duplicating charges. Your usage will reflect the line that you have selected to use as the default at any given time. The default line can be changed in your device settings. 

__6. I currently have two mobile lines at TELUS on two devices. Can I transfer one of my phone numbers to an eSIM so that I can have both the phone numbers on one device?__
To move one of your phone numbers to an eSIM, purchase a voucher at a TELUS store and complete a SIM-swap using self-serve by calling *611 or in store.

__7. How will I be billed for calls and text messages?__
Calls and messages are billed according to the wireless plan associated with the line used at any given time. Overage rates may apply if you exceed your allotment of voice minutes or messages.

__8. When travelling, can I use a foreign carrier’s eSIM on my TELUS phone?__
Yes, if available, customers can use a foreign carrier’s eSIM plan when travelling to countries outside of Canada if the network is compatible with the device. When you return home, you can switch from your foreign carrier's eSIM to your local eSIM. 

__9. What happens if I roam abroad?__
Roaming rates and services are billed according to your postpaid rate plan. View our support article on [__how you will be charged while travelling__](https://www.telus.com/en/support/article/billing-understanding-while-travelling) for more details on roaming.

__10. Can I activate an eSIM from another carrier on my TELUS smartphone?__
Yes, TELUS customers can activate an eSIM from another carrier on their TELUS eSIM-capable phone. The other carrier must support eSIM functionality on the device.

__11. When I upgrade my device, how do I transfer the number associated with my eSIM to another phone?__
Upon upgrading, request an eSIM voucher at a TELUS store and complete a SIM-swap using self-serve, by calling *611, or in store.

__12. Can I delete my eSIM profile?__
You can delete your eSIM profile by going to your phone’s network/cellular settings and locating the line (eSIM profile) you want to delete. When you delete your eSIM profile, you are not cancelling the line on the network so you will continue to be billed. 

__13. If I delete my eSIM profile from one phone, can I scan the eSIM voucher again into another phone?__
No, once an eSIM profile is deleted from the phone, you cannot scan the same eSIM voucher into another phone. An eSIM voucher can only be used and scanned once. You must purchase an eSIM voucher at your nearest TELUS store and complete a SIM-swap using self-serve by calling *611 or in store.

__Note__: TELUS and its subsidiaries (“TELUS”) are not responsible for loss of carrier service as a result of an eSIM download wipe performed on any non-TELUS eSIM. If your phone’s eSIM line is currently active through a carrier other than TELUS, you are responsible for obtaining and activating a new eSIM card from the carrier. You are responsible for any charges that your carrier may apply for a replacement eSIM card.

__14. Do I need a Wi-Fi network to activate my eSIM?__ 
Yes, to activate an eSIM you will need a Wi-Fi or cellular connection. 

__Note:__ If you have an eSIM-only iPhone 14 or iPhone 14 Pro model (ie. purchased in the U.S. only) and you don’t have a Wi-Fi network, Apple has a new solution to activate your eSIM. During the setup process, you can choose to continue without Wi-Fi. This allows you to setup your new eSIM without Wi-Fi, at no cost to you.

Mobility support

Getting started

Fixing an issue

Managing your account

Learning about your services

Suggested articles for you

TELUS Mobility vacation suspension

Step-by-step help

Learn how to set up, troubleshoot and use your device

Welcome to TELUS Mobility

Find your TELUS Mobility or Home Services account number

Understanding your TELUS bill

Update a Mobility rate plan or add-on

Learn about SIM and eSIM

Troubleshoot data problems

Step-by-step help

Change your SIM card

View related products and services

Accessibility at TELUS

Account & Billing

Service terms & alerts