Disable a lost or stolen phone

Lost or stolen

If your mobile device is lost or stolen, immediately disable it by doing one of the following:

  1. * If you have the Device Protection Plan:
    • Call 1-866-281-4537
  2. If you do not have the Device Protection Plan:
    • Log in to your TELUS account and suspend your phone.
    • Contact TELUS Support .
    • Call us at one of the following numbers:

      Canada toll-free: 1-866-558-2273
      Vancouver: 604-291-2355
      Calgary: 403-387-5825
      Eastern Quebec: 1-800-463-8988
      Toronto: 416-279-2532

NOTE: You are responsible for any usage (calls or data) made between the time that your device is lost or stolen and the time that you disable it. Monthly plan charges will apply during this period. If you opt to cancel your service at any time during the period of your contract, termination liability charges may apply.

Replacing your mobile device

You have the Device Protection Plan

If you have the Device Protection Plan, call 1-866-281-4537. Once your claim is approved, you will receive a comparable replacement model, usually within 1 – 2 business days*.

You don't have the Device Protection Plan

No matter where you are in your contract term, you can replace your lost or stolen device using one of the following methods:

You can still access Voice Mail

If your phone or smartphone plan includes Voice Mail, you can still access your messages using another phone line by pressing the " * " key midway through your greeting message.

If you don't have Voice Mail, you cannot add it without your phone in your possession.

Contact us

Ways to contact us

Make changes to your phone

Log in to your account to make changes to your existing phone.