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Support & Help Centre | TELUS

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We are committed to giving everyone equal access to the devices and services we all need to stay connected.

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Support Homepage/ Additional Resource / Accessibility

Learn about everything you can do quickly and easily online and with the My TELUS App.

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__I missed my bill payment and have an overdue balance. What options do I have?__
The best option is to pay your bill immediately. If you’re unable to do so, you may be able to avoid service disconnection by making a payment arrangement, an agreement to pay your bill at a later date.

__What is a payment arrangement?__
Payment arrangements allow you to divide your balance up to 3 payment dates and your account will be protected from interruptions as long as the payment arrangements are followed. It will depend on our payment services for the eligibility and the conditions of a payment arrangement. 

__Am I eligible for a payment arrangement?__
To see if you’re eligible for a payment arrangement, go to the __Billing__ page in [__My TELUS__](https://www.telus.com/my-account). If you’re eligible, you’ll see a link to __Set up a payment arrangement__.

Please note that making a payment arrangement does not prevent late fees or possible negative effects on your credit rating.

Payment options for overdue fees / Payment arrangements

__My service was disconnected due to a missed payment. How can I get it back? And how soon will my service be restored?__
The best option is to pay your bill immediately. If you’re unable to do so, you might be eligible for making a payment arrangement, which is an agreement to pay your bill at a later date.

To see if you’re eligible for a payment arrangement, go to the **Billing** page in [**My TELUS**](https://www.telus.com/my-account). If you’re eligible, you’ll see a link to **Set up a payment arrangement**.

Once we’ve received your payment arrangement online, we’ll restore your service quickly (typically within an hour). Make sure you turn your phone off and on again to reactivate your service.

__Will I be charged a reconnection fee once my service is restored?__
Yes. For Mobility services, a reconnection fee of $50 will be applied to your next bill. For Home Services, a reconnection fee of $45 will be applied to your next bill.

__How can I make a payment?__
You can pay by credit card, online through your My TELUS login or by over the phone. Credit card payments will be processed immediately.

You can also make a payment at your bank or financial institution (at the teller or ATM). Please should allow 3 business days for your payment to be processed. (In other words, please make your payment at least 3 business days ahead of the due date.)

See [__How to pay your bill__](https://www.telus.com/en/support/article/how-to-pay-your-bill) for more information.

Payment options for overdue fees / Disconnected service. What now?

If you miss your payment(s), your service may be disconnected and you’ll be subject to a reconnection fee. Your credit rating may also be affected.

Late charges of 3% compounded monthly (42.58% per year) are applied to any overdue balance starting one calendar day after the date shown on your invoice.

Late payments are reported to the credit bureau and added to your credit report at least 30 days after the payment due date.

You may also choose to place your account on pre-authorized payments to avoid any late payments in the future. This will have a positive impact on your bureau and is a great way to build or establish your credit.

TELUS makes every effort to ensure payments are posted in a timely manner and apologizes for unforeseen delays. If a bill is delayed due to an issue with a TELUS process, your account is protected from being charged a late payment fee.

Payment options for overdue fees / What happens if I miss my payment(s)?

Yes. TELUS still reports your credit regularly. And even with payment arrangements, the account will still incur late payment charges.


Payment options for overdue fees / Can a late payment hurt my credit score?

__I made a payment at my bank. I’m worried it might not have reached TELUS yet. What options do I have?__
If you’ve paid your entire overdue balance (or more), you may be eligible to send us an online payment notification.

To see if you’re eligible to send an online payment notification, go to the **Billing** page in [**My TELUS**](https://www.telus.com/my-account). If you’re eligible, you’ll see a link to notify us of a recent payment.

__My service was disconnected, and I notified TELUS of my payment. How soon will my service be restored?__
Once we’ve received your online payment notification, we’ll restore your service quickly (typically within an hour). Make sure you turn your phone off and on again to reactivate it.

__Will I be charged a reconnection fee once my service is restored?__
Yes. For Mobility services, a reconnection fee of $50 will be applied to your next bill. For Home Services, a reconnection fee of $45 will be applied to your next bill.

__I want to advise TELUS of a partial payment. Can I do that online?__
If you’ve paid your entire overdue balance (or more), you may be eligible to send us an online payment notification.

To see if you’re eligible to send an online payment notification, go to the **Billing** page in [**My TELUS**](https://www.telus.com/my-account). If you’re eligible, you’ll see a link to notify us of a recent payment.

Payment options for overdue fees / How to report a payment

On some of your bill or collection notices you will see the Clik2Pay icon. 

![clik2pay button colour](//images.ctfassets.net/9mt4r6ro1ay9/4xcfRRmoCRO1bBCzpbTQfC/79ec5a3495ac3d7427f4519135a88a56/clik2pay_button_colour.jpg)

By clicking on the icon/link in your bill or notice, you are able to pay your bill via e-transfer. Clik2pay is a TELUS partner, and uses bank-grade security and privacy.

There are three easy steps:

1. Choose your bank or financial institution (from the Interac gateway page). Almost every bank supports Interac e-Transfer
2. Log in to your on-line or mobile banking app
3. Verify the payment information and approve the payment as shown by your bank

Learn more at [__Clik2pay__](https://clik2pay.com/).


Payment option for overdue fees / Using Clik2pay via Interac e-Transfer

Review your payment options for an overdue balance and find out if you qualify for a payment arrangement.

Payment options for overdue fees

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 - Payment-options-overdue-mobility-fees

Self-serve only

Payment options for overdue fees / SEO

Set up a payment plan and payment notifications for your overdue balance.

Payment options for overdue fees | TELUS Support

You can set up pre-authorized payments using your chequing account, Visa debit, Mastercard debit or by credit card. Follow these directions:

1. Log in to [__My TELUS__](https://www.telus.com/mytelus). If you don’t have an account, [__register for one now__](https://www.telus.com/selfregistration)
2. If you have multiple accounts, select the one for which you’d like to set up   pre-authorized payments
3. Select **Set up pre-authorized payments**
4. Complete and submit the online form 

**Note**: If you set up pre-authorized payments on the due date for your bill, you also need to make a one-time payment to avoid any late charges. Your next bill will be paid automatically.

Watch this video to learn how you can set up and manage your pre-authorized payments.

[youtube:id:vS0BEJJOChk]

Set up and manage pre-authorized payments / Online payments

You can also set up (or update) pre-authorized payments from the __Billing__ screen in the **My TELUS** app.

<table type="white"><tbody><tr><td style="text-align: center;"><a href="https://itunes.apple.com/ca/app/telus-my-account/id543953973?mt=8" target="_blank"><strong>Download for Apple devices</strong><img style="margin-left: auto; margin-right: auto;" src="//images.ctfassets.net/9mt4r6ro1ay9/7r8kXQcLkkZ1v4WHJQRReS/a30e77a222d72e03626d3e28a5a812e8/AppStore_English_2x.jpg"></a></td><td style="text-align: center;"><a href="https://play.google.com/store/apps/details?id=com.telus.myaccount&hl=en_CA" target="_blank"><strong>Download for Android devices</strong><img style="margin-left: auto; margin-right: auto;" src="//images.ctfassets.net/9mt4r6ro1ay9/2JXgOKOEuyIntRNhXRWATr/403f910cc7d1ed679114650ed601a09b/GooglePlay_English_2x.jpg"></a></td></tr></tbody></table>

Set up and manage pre-authorized payments / Mobile payments

You can update or cancel pre-authorized payments online or through the My TELUS app at any time.

1. Log in to [__My TELUS__](https://www.telus.com/mytelus). If you don’t have an account, [__register for one now__](https://www.telus.com/selfregistration)
2. If you have multiple accounts, select the one for which you’d like to manage your payments 
3. Select **Set up pre-authorized payments**
4. Complete and submit the online form 

Set up and manage pre-authorized payments / Update, change or cancel your payments

TELUS customers with Consumer Mobility and Home Services* will be charged a 1.5% Credit Card Processing Fee (plus tax) if they choose to make a bill payment by credit card. The Credit Card Processing Fee applies to both One Time and Pre-Authorized Credit Card bill payments, and is not higher than the fee TELUS pays to accept credit card payments. Learn more about the [Credit Card Processing Fee](https://www.telus.com/en/support/article/credit-card-processing-fee "Credit Card Processing Fee").

##### *Currently, TELUS Prepaid accounts and all customers in Quebec are excluded from the Credit Card Processing Fee.


Set up and manage pre-authorized payments / Credit Card Processing Fee

Learn how to set up and manage pre-authorized payments in My TELUS and never worry about paying your bill on time.

Set up & manage pre-authorized payments

Self-serve only tag - Set up and manage pre-authorized payments

Set up and manage pre-authorized payments

Set up and manage pre-authorized payments / SEO

Set up and manage pre-authorized payments to your TELUS account so that you never miss a payment.

Set up and manage pre-authorized payments | TELUS Support

Learn how to set up and manage pre-authorized payments on your My TELUS account so that you never have to worry about paying your bill on time.

1. Log in to [**My TELUS**](https://www.telus.com/myaccount). If you don’t have an account, [**register for one now**](https://www.telus.com/myaccount)
2. Select either the __Overview__ or __Billings__ tab in the top navigation bar. If you have multiple accounts, select the one for which you’d like to make a payment
3. Select __Make a payment__ in the top left or __Pay Bill__ in the right-hand column
4. Complete and submit the online form 

__Note__: If you’re making a payment by credit card, you can select __Save credit card__ to make future payments faster.

Watch this video to learn how you pay your bill on My TELUS.

[youtube:id:spo7KGE5xuI]


How to pay your Mobility or Home Services bill / On the website

To make payments on the free [**My TELUS mobile app**](https://www.telus.com/en/mobility/add-ons/my-telus-mobile-app), download it on your mobile device.

How to pay your Mobility or Home Services bill / On the mobile app

Log in to your bank’s website or call its telebanking number.   
- The payee name for Home Solutions is __TELUS Communications__
- The payee name for Mobility is __TELUS Mobility.Mobilite__

__Note__: 
- Make sure you choose the payee that matches the type of bill you are trying to pay. If you choose the wrong payee, payment could be delayed 
- To make the payment, you'll need your TELUS account number which you can find on your bill or Client Service Agreement

How to pay your Mobility or Home Services bill / Online banking

Once you’ve set up pre-authorized payments, you’ll never have to worry about paying your bill again.

You can make your payments through your chequing account, by credit card, by Visa Debit or Mastercard Debit. Here's how to do it:

![set up pre-authorized payments](//images.ctfassets.net/9mt4r6ro1ay9/7Evmm9WfSPNlzdqiIErxKK/57dcb1f6c046cd10d9b1d0ddb6f4e969/set_pre-authorized_payments.gif)

 1. Log in to [**My TELUS**](https://www.telus.com/myaccount). If you don’t have an account, [**register for one now**](https://www.telus.com/myaccount)
 2. If you have multiple accounts, select the one for which you’d like to set up payments 
 3. Select **Set up pre-authorized payments**![pre-authorized payments](//images.ctfassets.net/9mt4r6ro1ay9/2rFJTHRE1DRtKx3YpLifwZ/27d456df03eb7bea3e50f4930afb2c24/pre-authorized_payments.png)
 4. Complete and submit the online form 

**Note**: If you set up pre-authorized payments on your bill due date, make a one-time payment to avoid any late charges. Your next bill will be paid automatically.

How to pay your Mobility or Home Services bill / Pre-authorized payments

How to pay your Mobility or Home Services bill / Using Clik2pay via Interac e-Transfer

You can pay your bill at your local bank or financial institution. Present your bill or remittance slip. Allow up to 5 days for payment to be processed.

[__Locate a bank or financial institution__](http://maps.google.ca/maps?q=bank) near you.

How to pay your Mobility or Home Services bill / At your bank

To pay over the phone using **IVR** (Interactive Voice Response), call 310-2255 and listen to the list of available options. Select the option to make a payment with your credit card.

With our self-serve IVR, you can also:

- Check your account balance 
- Add or change pre-authorized payment details 
- Notify us of a payment 

How to pay your Mobility or Home Services bill / By phone

 1. Call __#123__ and enter your PIN when prompted 
 2. Press __5__ to register a credit card and follow the prompts to provide your credit card details 
 3. Wait for confirmation that your credit card was successfully registered 

How to pay your Mobility or Home Services bill / IVR on your TELUS Prepaid device

The easiest way to pay your TELUS bill is by pre-authorized payments. There are many other simple ways to pay as well.

Pay your bill now

Self-serve only tag - How to pay your bill

How to pay your bill

How to pay your bill / SEO

Learn how to pay your TELUS Mobility or Home Services bill. Discover all your options, including the My TELUS app, online banking and over the phone. 

How to pay your bill | TELUS Support

1. Log in to **[My TELUS](https://www.telus.com/my-account)**
2. Select **My Profile** from the menu at the top ![My Profile option](//images.ctfassets.net/9mt4r6ro1ay9/3H7ex4gmVTEyieHB7bUVpK/d8fe418668d173bb134db4978c24fb47/My_Profile_option.png)
3. Select the desired __account number__ if you have multiple accounts with TELUS
4. Select __Change Billing Address__![change billing address](//images.ctfassets.net/9mt4r6ro1ay9/6vFDBUqhhMWQk00JNa403H/cca80009a8bdb45c6882f1f2b4ae3cf0/change_billing_address.png)
5. Enter your new billing address information. If the address cannot be found through auto-complete powered by Canada Post, enter the address manually by selecting __Add it manually__![Change your Mobility or Home Services billing address in My TELUS](//images.ctfassets.net/9mt4r6ro1ay9/4aAUEXI0pX2OMUNxaDx5El/e075529a528b0835455c397bf0d49b90/Change_your_Mobility_or_Home_Services_billing_address_in_My_TELUS.png)
6. Confirm your new address and select __Submit__. Please ensure your billing address matches with the address associated with your method of payment![Change your Mobility or Home Services billing address in My TELUS (1)](//images.ctfassets.net/9mt4r6ro1ay9/1yWleR08rcFrqoe6Izv9WH/ab7e447bd4315b076aeda569ece7a950/Change_your_Mobility_or_Home_Services_billing_address_in_My_TELUS__1_.png)
7. A confirmation message will be displayed with the updated billing address![Change your Mobility or Home Services billing address in My TELUS (1)](//images.ctfassets.net/9mt4r6ro1ay9/1yWleR08rcFrqoe6Izv9WH/ab7e447bd4315b076aeda569ece7a950/Change_your_Mobility_or_Home_Services_billing_address_in_My_TELUS__1_.png)

Change your Mobility or Home Services billing address in My TELUS / Steps to change your billing address

Follow these step-by-step instructions to change your address.

Change your billing address

Self-serve only tag - Change your Mobility or Home Services billing address in My TELUS

Change your billing address in My TELUS

Change your billing address in My TELUS / SEO

Learn how to change your TELUS Mobility or Home Services billing address using My TELUS.

Change your billing address in My TELUS | TELUS Support

Learn how to change your address.

If you need more full-speed data until your next billing cycle, Fast Passes are available as an option for customers on plans with endless data, like our [__Peace of Mind Plans__](https://www.telus.com/en/mobility/new-at-telus#pom-plans "Peace of Mind Plans"). You can add them at any time in [__My TELUS__](https://www.telus.com/myaccount "Log into My TELUS") or the [__My TELUS app__](https://www.telus.com/en/mobility/add-ons/my-telus-mobile-app "Download My TELUS app").

__Note__: Fast Passes are available through the self-serve channels, including My TELUS, the My TELUS app, the TELUS Virtual Assistant and by replying to SMS data notifications. Fast pass purchases are not available through a TELUS representative.

<table> <tr> <th>Fast Pass</th> <th> Price </th> <th> Included data </th> </tr> <tr> <td> Fast Pass - 3 GB speed top-up </td> <td> $25 </td> <td> 3 GB </td> </tr></table>

__Pro-tips__
- Once a Fast Pass is added, it will be available until the end of the current billing cycle and won’t carry over to the next billing cycle
- Once the Fast Pass has been completely used, you will experience reduced data speed until your next billing cycle or the next Fast Pass purchase
- You can purchase a Fast Pass up to 10 times within each billing cycle
- Fast Passes can only be used by customers on plans with endless data, like our [__Peace of Mind Plans__](https://www.telus.com/en/mobility/new-at-telus#pom-plans "Peace of Mind Plans")

Adding Fast Passes and data top-ups / Fast Passes for endless data plans

If you need additional data until your next billing cycle, data top-ups are available as an option for most of the standard data plans. You can add them at any time in [__My TELUS__](https://www.telus.com/myaccount "Log into My TELUS") or the [__My TELUS app__](https://www.telus.com/en/mobility/add-ons/my-telus-mobile-app "Get the My TELUS app").

__Note__: Data top-ups are available through the self-serve channels, including My TELUS, the My TELUS app, the TELUS Virtual Assistant, and by replying to SMS data notifications. Data top-up purchases are not available through a TELUS representative.

<table><tr><th> Data top-up</th><th>Price</th><th>Included data</th></tr><tr><td>2 GB shareable data top-up</td><td>$35</td><td>2 GB</td></tr></table>

__Pro-tips:__

- Once a data top-up is added, it will be available until the end of the current billing cycle and won’t carry over to the next billing cycle
- Once all the data in the top-up has been used, any additional pay-per-use data charges will be billed according to your rate plan
- If your plan includes shareable data, any data top-ups you purchase will be shared with other users on your account 
- You can purchase a given data amount up to 3 times within each billing cycle. For example, you can purchase the 2 GB top-up up to 3 times in a single billing cycle for a total of 6 GB to use until your next billing cycle
- Data top-ups cannot be used by customers on plans with endless data, like our [__Peace of Mind Plans__](https://www.telus.com/en/mobility/new-at-telus#pom-plans "Peace of Mind Plans"). These customers must purchase a Fast Pass

Adding Fast Passes and data top-ups / Data top-ups for standard plans

If you’re using more data than usual during your current billing cycle, a Fast Pass or data top-up is a great way to make it through until the end of the cycle. 

However, if you find yourself going over your monthly data regularly then you may want to consider increasing the monthly data in your plan or choosing a new plan with more data. For help on changing your rate plan, view our support article on how to [__update a mobility rate plan or add-on__](https://www.telus.com/en/support/article/add-rate-plan-or-add-on).

TELUS provides notifications and tools to track your data usage across all your devices in [__My TELUS__](https://www.telus.com/myaccount "Log into My TELUS account") or the [__My TELUS app__](https://www.telus.com/en/mobility/add-ons/my-telus-mobile-app "Download My TELUS app"). 

In addition to managing your data notification settings, [__TELUS Data Manager__](https://www.telus.com/en/mobility/data-manager "TELUS Data Manager") offers a variety of tools that you can access by logging in to your account in __My TELUS__.

For additional help on managing your data usage, see our support article on how to [__update a mobility rate plan or add-on__](https://www.telus.com/en/support/article/add-rate-plan-or-add-on "Update rate plan or add-on").

Adding Fast Passes and data top-ups / Get help managing your usage

We’ll notify you about any data usage and additional data charges the same way you get notified about your monthly rate plan data usage.

The purchase of a Fast Pass or data top-up is an additional data charge. This means the amount paid for the Fast Pass or data top-up gets included in any notifications you receive about additional data charges. 

Even if your account does not have any pay-per-use data charges, you will still receive notifications about additional data charges if you purchase Fast Passes or data top-ups. 

For example, if you’re using a Peace of Mind plan with Endless Data you will never experience data overage charges but you will get notified about additional data charges if you purchase Fast Passes.

For more information on data usage notifications, view our support article on how to [__manage additional data charges__](https://www.telus.com/en/support/article/understanding-data-overage-charges "Manage additional data charges").

Adding Fast Passes and data top-ups / Notifications about additional data charges

Learn how to get more data until the end of your billing cycle with Fast Passes and data top-ups

Add a Fast Pass & data top-ups

Self-serve only tag - Adding Fast Passes and data top-ups

Adding Fast Passes and data top-ups

Adding Fast Passes and data top-ups / SEO

Learn how to add TELUS Fast Pass and data top-ups for faster speed with endless data.

Adding Fast Passes and data top-ups | TELUS Support

If your phone is lost or stolen, you will have to suspend service to a lost or stolen device on the [Device](https://www.telus.com/my-telus/mobility/plans-and-devices/device) page. 

For additional support, please visit the [Lost or stolen mobile device](https://www.telus.com/en/support/article/disable-lost-stolen-phones "Lost or stolen mobile device") page.

No matter where you are in your contract term, you may replace your device using one of the following methods:
- Purchase a new or refurbished phone
- Take advantage of our anytime device upgrades. Some conditions apply

Replace your phone or change a SIM card / Replace a lost or stolen device

If you are changing your existing SIM card, be sure to update your My TELUS profile with your new SIM number.

__Update your SIM number in My TELUS__

Register or log in to My TELUS and visit the [change your SIM card](https://www.telus.com/my-account/simswap) page. If you have multiple subscribers or phone numbers, follow these steps below to bring your number to TELUS:
1. Go to [Plans & Devices](https://www.telus.com/my-account/mobility/plans-and-devices/plan) in My TELUS
2. Select the subscriber that will be swapping their SIM card
3. Select the __Device__ tab
4. Select __Swap your SIM card__ and follow the steps on that page

Once your My TELUS profile is updated, you can set up your SIM/eSIM card by following the steps below.


Replace your phone or change a SIM card / Change or activate a 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 it.

__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 and Android users activating using an eSIM QR Voucher__:

1. If you are using a new device, follow the on-screen instructions after powering on and select the option to set up without a SIM card, if asked
2. Connect to Wi-Fi (the eSIM download will fail if you’re not connected to Wi-Fi)
3. Scan the QR code on the TELUS eSIM voucher with your phone camera and follow the prompted steps
4. Restart your device

__For Apple users with an eligible device__: If you are looking to activate using Apple’s eSIM Quick Transfer feature, find more information at [telus.com/eSIM](https://www.telus.com/esim "telus.com/esim").

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

Change your SIM card / Set up your SIM card or eSIM

Change your SIM card

If you need to purchase a replacement SIM or eSIM, you can purchase them online at the [SIM card shop page](https://www.telus.com/en/mobility/sim-cards).

Replace your phone or swap your SIM card / SEO

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

Change your SIM card | TELUS Support

__Easy Roam__ covers more than 200 destinations worldwide. For one daily fee, Easy Roam gives you access to data from your monthly plan plus unlimited talk and text, so you can stay connected whenever you travel.

__Note__: Easy Roam and data top-ups are only available through self-serve, including My TELUS, text and the TELUS Virtual Assistant. Easy Roam and Data top-ups are not available through a TELUS Representative.

There are 2 easy ways to confirm your travel coverage.

__1. Confirming travel coverage using My TELUS__

Log in to [__My TELUS__](https://www.telus.com/my-telus/travel "My TELUS") online or in the mobile app and visit the __Travel__ section to confirm:
- If you have Easy Roam enabled on the subscriber(s) that will be travelling, and 
- If your travel destination is covered by Easy Roam. 

If you don’t have Easy Roam, enable it by searching for your destination and follow the instructions.

If you don’t have a __My TELUS__ account, you can [__create an account__](https://www.telus.com/selfregistration) for free.

__2. Confirming travel coverage using a text message__

Alternatively, you can text __RATES__ to __7626__ using the device(s) that you will be travelling with to check if Easy Roam is enabled. If you don’t have Easy Roam, text __TRAVEL__ to __7626__ and follow the steps to enable it. Texting to __7626__ is free in Canada and while roaming, and it won’t activate the Easy Roam daily fee. It may take up to 30 seconds to receive a response from __7626__.

__Tip__: Make sure you add Easy Roam to every device that will be travelling.

Visit [__telus.com/travel__](https://telus.com/travel) for more information about Easy Roam, including the destinations that are covered and key details about how Easy Roam works.

Visit our [__Easy Roam FAQ page__](https://www.telus.com/support/article/telus-easy-roam-faq) for additional help. 

Set-up and tips for travelling with your mobile device / Ensure you’re covered with Easy Roam

Data roaming is typically switched OFF by default in your mobile device’s settings. This setting must be switched on to use data with apps, including instant messaging (e.g. iMessage for iPhone and WhatsApp), browse the web and send or receive picture/video messages. To enable data roaming on your device, follow the device-specific instructions below.

__iOS (Apple) devices__:
1. Select __Settings__
2. Select __Cellular__
3. Select __Cellular Data Options__
4. Toggle __Data Roaming ON__. It will appear green when data roaming is enabled

__Android devices__:
1. Select __Settings__
2. Select __Network and Internet__
3. Select __Mobile Network__
4. Toggle ON __Roaming - Connect to data services when roaming__

__BlackBerry 10 devices__:
1. Select __Settings__
2. Select __Network Connections__
3. Select __Mobile Networks__

Set-up and tips for travelling with your mobile device / Turn data roaming on to use data and picture/video messaging outside of Canada


View your monthly data usage in the __My TELUS mobile app__ or by logging into [__My TELUS__](https://www.telus.com/mytelus/) and going to the usage section. Remember you can always do this to monitor your data usage while travelling as well, since using the __My TELUS mobile app__ or __My TELUS online__ will not use any of your monthly data.

__Adding more data__:

If you think you will need more data to use with Easy Roam, you can easily add a [__data top-up__](https://www.telus.com/support/article/data-topups) using the __My TELUS mobile app__ or [__My TELUS online__](https://www.telus.com/my-account/plans/data_top_up/select). You can also do this while travelling if you end up reaching your monthly data limit, so you don’t have to worry if you end up using more data than you expected.  

__Data usage notifications__:

You’ll continue to receive the same data usage notifications you’re used to getting at home while travelling with Easy Roam. This includes the amount of your monthly data used and if you’ve incurred any additional data charges from exceeding the data in your monthly plan. You can check your data notification settings by logging into [__My TELUS__](https://www.telus.com/mytelus) online, going to the __Usage__ section and selecting __Data Manager__. 

If you’re not using Easy Roam, you can still manage the notifications you receive for the data included in your roaming pass and any additional roaming data charges by using __Data Manager__ in [__My TELUS__](https://www.telus.com/mytelus) online. 

Data notifications will be sent by text message to all devices on the account by default, but message preferences can also be set to receive notifications via email by using Data Manager in __My TELUS__. 

__Note__: Easy Roam, Canada-US plans and roaming passes do not cover you on cruise ships or in-flight. Usage on cruise ships or in-flight will be charged at $0.75 per text, $7.00 per minute and data usage will be blocked.

Set-up and tips for travelling with your mobile device / Monitor your data usage and add a data top-up if you need more

__Welcome notifications sent to the device(s) that are roaming__

When you arrive in another country, you will receive a welcome message. This message will confirm one of the following depending on how your mobile device is setup:
- If you have Easy Roam (as long as your destination is included in Easy Roam)
- If you have a Canada-US plan (US destinations only)
- If you have a roaming pass, or 
- If you’re not covered and will be subject to pay-per-use rates.

This message is sent as a text message to the user of the device that is roaming in another country. You will not be charged for receiving this message, and it will not activate the Easy Roam daily fee.

For instant help while travelling, such as confirming what travel rates apply to you, how to turn data roaming on/off and how to make calls, simply text HELP to 7626 for free. This will not activate the Easy Roam daily fee either.

__Welcome email notification sent to the account owner__

To ensure the account owner is aware of any potential roaming charges when any device on the account is roaming in another country, the welcome message is also sent as an email to the account owner.
- If you have __My TELUS__, then the welcome email notification will be sent to the email address that is used to log in to __My TELUS__
- If your mobility account has multiple __My TELUS__ users with their profile and login credentials, then the welcome email notification will be sent to the email address of the __My TELUS__ profile with Owner access. For more information, visit the support article: [__Manage My TELUS users__](https://www.telus.com/support/article/my-account-user-roles)
- If you wish to change the email address that the welcome email is sent to, then you can change the email address in __My TELUS__. For more information, visit the support article: [__Change your email address in My TELUS__](https://www.telus.com/support/article/change-your-email-address)
- If you do not have an email address associated with your mobility account, you can [__create an account__](https://www.telus.com/selfregistration) for __My TELUS__ for free

Set-up and tips for travelling with your mobile device / Receive notifications when arriving at your destination

If you leave Canada and data roaming is switched on in your mobile device’s settings, then roaming charges will most likely apply. This is because most devices regularly consume data through apps that run in the background and features used by apps, like location services. You have the option to switch data roaming off in your mobile device’s settings before travelling if you prefer to avoid roaming charges. If you’re just looking to make calls and send texts, this is a great way to avoid unexpected data charges.

To learn more about managing your device’s data roaming settings, see the section above about turning on data roaming.

If Easy Roam is enabled on your mobile device:
- The daily fee will automatically activate if you use data, send a text, make or receive a call in the US or one of the 200 International destinations that are covered
- Once activated, you get access to your monthly rate plan until 11:59pm in the time zone you are travelling in from the time you first use data, send a text and make or receive a call
- If you don’t want to use Easy Roam the next day, then you must turn data roaming off in your mobile device’s settings before 11:59pm in the time zone you are travelling in. This will ensure you won’t be accidentally charged for another day. Since incoming texts won’t activate Easy Roam, just refrain from making or answering calls and sending texts to avoid activating Easy Roam again

For more information about how you will be charged while travelling, visit the support article: [__Understanding how you will be charged for roaming__](https://www.telus.com/support/article/billing-understanding-while-travelling).

Set-up and tips for travelling with your mobile device / Know when roaming charges start to apply

To confirm the mobile network coverage for your destination, view the support article: [__Mobile network coverage map for international travelling__](https://www.telus.com/support/article/international-coverage-map-service).

Set-up and tips for travelling with your mobile device / Confirm the mobile network coverage for your destination

If you’re having trouble getting your device to work, see the troubleshooting tips in the support article: [__Troubleshoot mobile device issues while travelling__](https://www.telus.com/support/article/troubleshoot-phone-problems-travelling).

Set-up and tips for travelling with your mobile device / If you’re having difficulty with your service while travelling

To get help on how to make calls or send texts while travelling in the US or abroad, view the support article: [__Make a call or send a text when travelling__](https://www.telus.com/support/article/calling-texting-when-travelling)

__An important tip about iMessage and instant messaging apps__: 

iMessage on iPhone (e.g. when you receive blue messages from other iPhone users) and other instant messaging apps (e.g. WhatsApp) use data, and not text messages. If you continue to use iMessage or instant messaging without enough data in either your monthly rate plan for Easy Roam or roaming pass then additional data charges will apply.

Set-up and tips for travelling with your mobile device / Learn how to make calls and send texts while travelling

Once you return to Canada, you will receive a welcome back SMS notification to confirm you are no longer roaming. At this time you may be wondering how much you’ve spent on roaming and what exactly will show up on your bill. At this time it is not possible to confirm your final roaming charges until you receive this summary in your applicable monthly bill. If your trip spanned more than one bill cycle, then the applicable roaming charges will appear on all bills covering the period when you were travelling and using your device.

For more information on what to expect on your bill, visit the support article: [__Understanding roaming charges on your bill__](https://www.telus.com/en/support/article/understanding-roaming-charges-on-your-bill).

If you were travelling with Easy Roam, you don't need to remove it from your account. You will only be charged when you use your device while roaming, so you can keep it on your account for your next trip.

If you’re ever using your device in Canada while close to the US border, you can get tips on how to avoid accidental roaming charges by viewing the support article: [__Understanding how you will be charged for roaming__](https://www.telus.com/support/article/billing-understanding-while-travelling).

Set-up and tips for travelling with your mobile device / What to expect when you return home

If you’re on a Canada-US rate plan, you can find the important details in the support article: 
[__Canada-US Plan: Frequently asked questions__](https://www.telus.com/support/article/your-choice-canadaus-plan-faq).

Set-up and tips for travelling with your mobile device / If you’re using a Canada-US rate plan

If Easy Roam does not cover the destination you are travelling to, then you can purchase an Explorer roaming pass by visiting the [__My TELUS__](https://www.telus.com/my-telus/travel) travel section or using the __My TELUS__ mobile app. If you don’t want to purchase an Explorer roaming pass, you can use pay-per-use rates.

__Note__: Without any travel coverage, pay-per-use charges can add up quickly. You should turn data roaming OFF in your device settings if you are travelling without coverage to avoid surprise charges.

You can confirm the applicable pay-per-use rates by searching your travel destination at [__telus.com/travel__](https://www.telus.com/mobility/travel/) and referring to the information near the bottom of the page.

Set-up and tips for travelling with your mobile device / Travelling to a destination not covered by Easy Roam

Using your device outside of Canada is only available to monthly subscription customers. If you are on a prepaid plan and are interested in roaming then you will need to upgrade to a monthly service. Please visit our [__rate plan page__](https://www.telus.com/mobility/plans) for more information on our different options.

Set-up and tips for travelling with your mobile device / Information for TELUS Prepaid customers

Self-serve only tag - Set-up and tips for travelling with your mobile device

Set-up and tips for travelling with your mobile device

Set-up and tips for travelling with your mobile device / SEO

Set up and travel easy with TELUS Easy Roam. Monitor data usage and roaming charges and understand roaming notifications.

Set-up Easy Roam and tips for travelling with your mobile device | TELUS Support

Learn how to set up and use your mobile device with Easy Roam.

1. Log in to [__My TELUS__](https://www.telus.com/my-account)
2. Select the __My Profile__ tab at the top of the page![My Profile option](//images.ctfassets.net/9mt4r6ro1ay9/2R4WNIwrjiYUGJf0cE9bIW/cb83df2960eaf8a9298a2a3b9cf5f6c1/My_Profile_option.png)
3. If you have multiple accounts with TELUS, select the desired account
4. Select __Forgot your PIN?__![Fortgot PIN screenshot](//images.ctfassets.net/9mt4r6ro1ay9/1U1wxnn6eQPmoeS6NwFG9Q/4da6f0cae5dbb9b26097785f42d0384d/Fortgot_PIN_screenshot.png)
5. Select a method of verification to receive the 6-digit verification code on the selected method of contact:
    - Email
    - Phone numbers used in the account to receive call or SMS![Reset your PIN screenshot](//images.ctfassets.net/9mt4r6ro1ay9/2Eh9NnMKMuiI53TF2Rhwg2/a0ad642da799b905204ec116948db69a/Reset_your_PIN_screenshot.png)
6. Enter the 6-digit verification code 
7. Select the new PIN. Please do not select a weak PIN. Repetitive PINs such as 000 or sequential PINs such as 1234 are not accepted
8. Enter the new PIN again to confirm
9. Select __Submit__
10. Confirmation page will display

__Some examples of a weak PIN__: Last 4 digits of your phone number, date of birth.

Reset Personal Identification Number (PIN) / How to reset PIN

Self-serve only tag - Reset Personal Identification Number (PIN)

Reset Personal Identification Number (PIN)

Forgot your account PIN? No worries. You can reset it on My TELUS anytime. 

__Important__: PIN should only be reset by the responsible person for payments or owner of the account.

Reset Personal Identification Number (PIN) / SEO

Step-by-step instructions to reset your Personal Identification Number (PIN) using My TELUS.

Reset Personal Identification Number (PIN) | TELUS Support

Personal Identification Numbers (PIN) were implemented as a security measure and provide an easy way to verify customer identity when calling the Contact Centre.

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