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Understanding your TELUS bill
Learn about the key elements of your bill and how service changes affect your monthly bill.
Watch these quick videos to get answers to common questions about viewing, reading and paying your mobility bill.
Charges on your first bill
:
Avoid any surprises and find out what charges and fees may appear on your first bill, in addition to your monthly recurring charges. Partial charges on your bill
:
Learn all about partial charges, including why they might appear on your bill after changing or adding a service, how it can lead to an increase in your monthly bill and the period the charges will apply to.Viewing your bill in the My TELUS app
:
Learn how to access and view your bill on the My TELUS app.Navigating the Billing tab in the My TELUS app
:
Learn how to navigate all of your bill details on the My TELUS app under the Billing
tab, including how to access payment options and where to find your monthly recurring charges and any applicable one-time charges, partial charges or credits.Paying your bill
:
Learn how to pay your bill via pre-authorized payments or one-time payments.Missed a bill payment?
Find out what happens when you miss a bill payment, including late payment charges that would apply and how a previous bill's unpaid balance would carry over to your next bill.Linking accounts in the My TELUS app
:
Find out how to link an account so that all of your TELUS accounts appear in the My TELUS app.Getting support through the My TELUS app
:
Learn how to download the My TELUS app, register for a My TELUS account and get support through the app.Watch these quick videos to get answers to common questions about viewing, reading and paying your home services bill.
Charges on your first bill
:
Avoid any surprises and find out what charges and fees may appear on your first bill, in addition to your monthly recurring charges. Partial charges on your bill
:
Learn all about partial charges, including why they might appear on your bill after changing or adding a service, how it can lead to an increase in your monthly bill and the period the charges will apply to.Viewing your bill in the My TELUS app
:
Learn how to access and view your bill on the My TELUS app.Navigating the Billing tab in the My TELUS app
:
Learn how to navigate all of your bill details on the My TELUS app under the Billing
tab, including how to access payment options and where to find an itemized breakdown of your monthly recurring charges, and any applicable one-time charges, partial charges or credits.Paying your bill
:
Learn how to pay your bill via pre-authorized payments or one-time payments.Missed a bill payment?
Find out what happens when you miss a bill payment, including late payment charges that would apply and how a previous bill's unpaid balance would carry over to your next bill.Linking accounts in the My TELUS app
:
Find out how to link an account so that all of your TELUS accounts appear in the My TELUS app.Getting support through the My TELUS app
:
Learn how to download the My TELUS app, register for a My TELUS account and get support through the app.When you activate your first service with TELUS, your account is assigned a bill date and bill cycle. Your bill date is different from your activation date. Partial charges for services provided between your activation date and bill date are included in your first monthly bill, along with charges for your full month of service. Your first bill may also include one-time charges like connection or installation fees. Your second bill will better reflect your ongoing monthly charges.
These quick videos go over potential charges that may appear on your first mobility and home services bill, so you can avoid any surprises:
For Mobility
:For Home Services
:If you're finding subsequent bills after your first bill are higher than usual, see our support articles below to learn about the common causes for unexpectedly high bills:
Partial charges or credit(s) can appear on your bill for many reasons:
- For new customers: The portion of monthly fees (partial charges) between your activation date and assigned billing date get added to your first bill, along with full charges for the month ahead.
- For existing customers: If you make changes to your account in between bill dates, you'll see partial charges or credit(s) for the change from the date you made the change until your bill date. This is in addition to the full charges for the month ahead.
We’ve provided examples below to show how service changes can impact billing and lead to partial charges.
- Note: These examples apply to regular recurring charges and credits only. You may also see one-time connection or installation fees on your bill.
Example 1:
You’re a new customer with an activation date of June 11. Your bill cycle date is the 14th of every month. On June 14, your first bill is processed. It includes charges and any applicable credits for the following periods:
- June 11 to 14 (period between activation date and first bill date)
- June 15 to July 14 (for your first full month of service)
Now, let's say your plan or product costs $65 plus tax per month. Here's how your charges would be calculated on your first bill:
- Charge for 1 day: $65 ÷ 30 days = $2.16
- Partial charges (for the period of June 11 to 14): $2.16 x 4 days = $8.67
- Total bill (covering a period of 34 days): $8.67 (partial charges) + $65 (first full month of service) = $73.67 plus tax
Example 2:
As an existing customer, you change or upgrade your plan in between bill cycles. Your current monthly plan costs $65 plus tax. Your new plan costs $75 plus tax. Your bill is due on the 14th of each month and you requested that the changes take effect on June 11th.
You’ll receive a partial credit of four days from the old plan and you’ll be charged for four days on the new plan. Your balance owing after the partial credit is applied against your four days of charges will be added to your next monthly bill. That bill will include a full month's charge under your new plan.
Here's how your charges and credit would be calculated on your bill:
- Credit for 1 day on the old plan: $65 ÷ 30 days = -$2.16
- Charge for 1 day under your new plan: $75 ÷ 30 days = $2.50
- Partial credit for 4 days on the old plan: -$2.16 x 3 days = -$8.67
- Partial charge for 4 days on your new plan: $2.50 x 3 days = $10
- Total bill (covering a period of 34 days): $10 (partial charge) - $8.67 (partial credit) + $75 (full-month charge for new plan in advance) = $76.33 plus tax
Example 3:
You just signed up for TELUS Mobility and requested to transfer over your telephone number from your previous provider. At sign up, TELUS Mobility will assign you a temporary number until your transfer is complete. That means, you’ll be charged for two telephone numbers in the interim. These charges will appear on your first bill.
Let’s say it took two days for your transfer to go through. You activated your account with TELUS Mobility on June 11 and the transfer of your telephone number was completed on June 13.
If your plan costs $65 plus tax per month, here's how your charges would be calculated on your first bill:
- Charge for 1 day: $65 ÷ 30 days = $2.16
- 2 days will be charged to your temporary number: $2.16 x 2 days = $4.33 plus tax
- 2 days will be charged to the number you transferred over: $2.16 x 2 days = $4.33 plus tax
- Total bill (covering a period of 34 days): $4.33 + $4.33 + $65 (full monthly charge in advance) = $73.66 plus tax
Here are other instances where you may see partial (prorated) or one-time charges on your bill:
- Customers in the Bring-It-Back™ program: If you enrolled for the program at the time of purchasing your device (phone, tablet, watch, etc.) and you do not return your device within 30 days from the end of your term, you’ll incur a charge. Learn more about.Bring-It-Back
- Mobility customers: If you make changes to your plan, your pay-per-use rates may change (seefor current pay-per-use rates). If you make changes in the middle of a billing cycle, the amount of airtime minutes, data and texts you’re allotted will be prorated, where you’d be billed accordingly. Learn more about billing cycles and data proration in thistelus.com/MobilityPPU.article
- Home Phone customers: If you have a long-distance add-on with your Home Phone, the amount of minutes you’re allotted each month will be prorated, where you’ll be billed accordingly.
- Internet customers who don't have an unlimited plan: If you exceed your monthly data allowance, all usage thereafter is billed in addition to your monthly service fee. Learn more about overage charges.here
If you're a Mobility customer, you’ll see monthly recurring charges for each subscriber on your bill. It may include charges for your plans and your mobility devices.
If you’re a Home Services customer, you’ll see monthly recurring charges by product on your bill. It may include charges for your plans and Home Services equipment rentals and/or products.
Other items that may appear on your bill include:
- Any add-ons and applicable usage charges
- Credits or discounts
- Other charges (e.g., 911 fees, connection fees, installation fees, etc.)
- All applicable taxes
Your total bill amount is a combination of the applicable charges, credits, discounts and fees mentioned in this article.
Note
: One-time charges, such as connection fees or installation fees, may appear at the top of your bill under Other charges and credits
. These are not recurring and will not show up on future bills. You can find all of your bill details on the My TELUS app under
Billing
, including an itemized breakdown of your monthly service charges and any applicable one-time charges, partial charges or credits. To learn how to navigate these items in the Billing
tab, check out the quick videos below:How to navigate Mobility billing
:How to navigate Home Services billing
:Here is what you’ll find under the bill summary section of your e.Bill:
- For Home Services: Your bill summary will include your balance carried forward from last month, your total account balance, the payment due and your payment options.
- For Mobility: Your bill summary will include your balance carried forward from last month, as well as any credits applied in between cycles.
Notes
: - If your current month’s bill has a negative balance (e.g. -$150.00), you do not need to make a payment. The credit will be applied to your next bill to reduce the total bill amount.
- If you recently cancelled your account with us and have an existing credit balance, a refund will automatically be generated and issued to you. See the section on.requesting a refund following a cancellation
- You have the option to download PDF versions of your bills up to 18 months prior. Learn.how to view and download your TELUS bill
Your immediate bill after cancelling your service will include one-time charges. Rest assured, these charges are accurate and may include any outstanding charges, applicable cancellation fees, additional usage charges, etc. Treat this as a regular monthly bill and ensure timely payment to avoid late-payment charges and negative impacts to your credit score.
- If you have an active payment method on file at time of refund, refunds will be automatically processed within three to seven days.
- If you don't have an active payment method on file at time of refund, a cheque will be mailed to the mailing address on file within 7 to 14 days.
Notes
: - Make sure your address is always kept up-to-date in your account on. If you moved prior to cancelling your account, ensure you update your address at least three days before the next bill date to prevent cheques and final bills from being sent to the wrong address. See our article onMy TELUS.changing your billing address in My TELUS
- For customers on SMS e.Bill, ensure your e.Bill email is up-to-date if your cell phone is no longer active.
For more details about cancelling your services, see the following articles:
- For Mobility:Things to know about cancelling TELUS
- For Home Services:Cancel your TELUS Home Services
You can manage your e.Bill notification setting in by going to
My TELUS
Billing
and then Manage bill notifications
. Here, you’ll see the option to receive notifications by email or text message (SMS). Only customers who meet one of the following conditions can request paper bills at no cost. They include:
- 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 , if this applies to you.
how to turn on paper billing
You may need your account number for a number of reasons like setting up your account or paying your bill via a financial institution. You can find your account number on the following:
My TELUS
- e.Bill email notifications
- Your paper bill (if you’re signed up for paper billing)
- An order confirmation
- Your Customer Service Agreement
- Youraccount (once you’re logged in)My TELUS
- Usage charges: These charges apply when your usage exceeds the total included in your monthly rate plan. They may include additional talk time, long distance, texting, data usage or roaming charges.
- Account-wide items: These are charges and credits related to the full account and not to any specific section of your bill. They include late payment charges or account wide credits.
- Discounts: Discounts can be related to bundling multiple products or services for the same customer or on the same bill. (e.g. Mobile & Home Discount, Family discount, etc.)
- Bill date: Your bill date is the date when your bill is generated each month.
- Billing cycle: A full billing cycle is reflected by a full month from one payment to another payment. For example, a payment made on the 5th of January to the 5th of February would be a full cycle.
- Prorated charges: Prorated charges happen when you add, remove or cancel a service or feature in the middle of a billing cycle. In such cases, you’ll be billed a fraction of the cost based on the precise number of days you used the service or feature in that billing period.
- Partial charges: If you activate or make changes to a service, your immediate bill following this change will include charges for your first full month of service in advance, plus partial charges for any services provided between your activation or service change date and your bill date.
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