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Prepaid: FAQs


 

Q. Can I activate a TELUS SIM Card on TELUS Prepaid?


A.Yes, you can activate a SIM card on TELUS Prepaid but it is important to note that the there are no Prepaid minutes preloaded or included with the TELUS SIM card. The TELUS Prepaid service is available upon activation and purchase of prepaid minutes.

To activate your SIM, log into your TELUS Mobility account, visit your nearest TELUS store or call TELUS Client Care at 1-888-552-3333. There are no account set-up fees if you activate online. A full service account setup fee of $15 applies to all accounts activated by Client Care or by an in-store representative.


 

 

Q. How do I activate on TELUS Prepaid?


A. There are a number of ways to activate on TELUS Prepaid:

If you have purchased a TELUS Prepaid (CDMA) phone + airtime package, you can active your device online.
If you have purchased a TELUS 3G (HSPA) phone, an airtime bundle, and a TELUS SIM Card, you can active your device online.
If you have purchased a TELUS Postpaid device, all you need to do is purchase an activation credit during your online activation. You can purchase activation credits of $10, $25, $50, or $100 by using a TELUS wireless top-up card, a credit card or INTERAC online.
If you have a non TELUS HSPA device, be sure to check its compatibility with our mobile network at telus.com/compatibility. If your device is compatible with the TELUS network, you must purchase a TELUS SIM Card and an activation credit to activate you device online.
Please note: There is no account set-up fee!


 

 

Q. What services can I use with TELUS Prepaid if I have a 3G+device?

A. If you are using a 3G+ device on TELUS Prepaid you will have access to voice and text services. You can enable data services by purchasing the Data plus Messaging 20 add-on. With the purchase of this add-on you will have access to data services, such as MMS, web browsing, e-mail and downloads such as ringtones, games and images. Without this add-on, devices will be limited to voice and SMS only.)


 

Q. Are there any changes to topping up?

A. No, Prepaid wireless top-up cards will continue to be available and can be used for both CDMA and HSPA. You can top-up using a TELUS wireless top-up card, a credit card or INTERAC online by calling #123 or log in to your TELUS Mobility account. *Note: INTERAC online is not available with #123


 

Q. I’m currently a TELUS Prepaid CDMA client. Can I swap to a 3G+ device?

A. Yes, HSPA is available on TELUS Prepaid. If you have a non-TELUS HSPA device, be sure to check its compatibility with our mobile network at telus.com/compatibility prior to swapping devices. CDMA to HSPA swaps completed online by logging into your TELUS Mobility account are $0.


 

Q. If I swap my 3G device for 3G+ device, what changes on my account? Will my features still work?


A. If you are swapping to a 3G+ device on TELUS Prepaid you will have access to voice and text services. You can enable data services by purchasing the Data plus Messaging 20 add-on. With the purchase of this add-on you will have access to data services, such as MMS, web browsing, e-mail and downloads such as ringtones, games and images. Without this add-on, all 3G+devices will be limited to voice and SMS only. If you have a non-TELUS HSPA device, be sure to check its compatibility with our mobile network at telus.com/compatibility prior to swapping devices. CDMA to HSPA swaps completed online by logging into your TELUS Mobility account are $0.


 

Q. Can I browse the internet on my 3G+ device?

A. Yes, you can enable data services by purchasing the Data plus Messaging 20 add-on. With the purchase of this add-on you will have access to data services, such as MMS, web browsing, e-mail or downloads such as ringtones, games and images. Without this add-on, devices will be limited to voice and SMS only.


 

Q. Will my web browsing bundle work when I swap to a 3G+ device?

A. No, since browsing and data services are not available on HSPA at this time, your browsing bundle will not work. If you swap your device to an 3G+ device, only voice and text services will be available (See note in question 1 above for more details).


 

Q. Can I use Video Calling?

A. No. Video calling is not available on TELUS Prepaid at this time. Video calling will be available on certain 3G+ devices on TELUS postpaid service.


 

Q. Will I get the same notifications on an 3G+ device as I will on a 3G device?

A. Yes, all prepaid clients will continue to hear a message prior to an outgoing call when there are 10 minutes or less remaining and at 5 or fewer days before balance expiry. HSPA and CDMA clients will receive a text advising them when their balance is 5 days from expiry. When there is one minute remaining in a prepaid phone call, a CDMA client will hear a message mid-call while an HSPA client will hear three beeps.


 

Q. Is US or International roaming available on TELUS Prepaid?

A. US and International roaming are not available on TELUS Prepaid at this time. View TELUS’ coverage, TELUS SIM Cards or non TELUS devices


Changes to TELUS Prepaid Rates

 

Q. Why are the rates changing?
A. TELUS is committed to delivering an exceptional client experience and simplifying how our clients get and keep their rate reflects that.


 

Q. How do clients purchase a 30-day feature?

A. Clients can call #123 from their mobile phone or log into their account at www.telusmobility.com to add all 30-day and pay per day features free of charge!


New 20¢ local anytime rate for clients who purchase a 30-day feature
Effective January 17th

 

Q. If I already have a feature on January 17th, do I get the 20¢ local anytime rate right away, or do I have to buy another 30-day feature?

A. As of January 17th, the 20¢ local anytime rate will be automatically applied to clients who have a 30-day feature.


 

Q. If I don’t have a 30-day feature on January 17th, will my local anytime rate change?

A. No, on January 17th, only clients who purchase a 30-day feature will get the 20¢ local anytime rate.


 

Q. If I buy a pay-per-day feature after January 17th, will I get the 20¢ local anytime rate?

A. Pay-per-day features do not qualify for the 20¢ local anytime rate. For a client to qualify for the 20¢ local anytime rate, they must purchase a 30-day feature.


 

Q. If I have a 30-day feature but my balance expires, will I lose my 20¢ local anytime rate?

A. No, the 20¢ local anytime rate is only removed if the feature expires.


 

Q. If I top-up from a $0 balance with a $10 card, will I get the 20¢ local anytime rate?

A. As long as you have a 30-day feature on your account, you will have a 20¢ local anytime rate.


 

Q. How long can I keep my 20¢ local anytime rate for?

A. As long as you have a 30-day feature on your account, and you continue to renew it, or purchase another feature, you will keep the 20¢ local anytime rate.


 

Q. If my feature runs out, for example, I use all of my text messages in Messaging 250, will I keep the 20¢ local anytime rate?

A. Yes, your 20¢ local anytime rate will remain valid for 30 days even if your feature runs out.


 

Q. Are there any changes to LD rates?

A. No, long distance rates (within Canada and Canada to the U.S.) will continue to be 30¢ per minute plus airtime. For example, if a client has the 20¢ local anytime rate, they will pay 50¢ per minute to make a long distance call. (30¢ + 20¢ = 50¢).


 

Q. I have Email subscriptions, does this feature qualify me for a 20¢ local anytime rate?

A. No, Email subscriptions do not qualify for the 20¢ local anytime rate. Features that do not qualify for the 20¢ local anytime rate include: Pay-Per-Day features, Mobile Music, Mobile TV, Mobile Radio, Windows Live Messenger and My Email subscriptions.


New 30¢ local anytime base rate for clients who do not purchase a 30-day feature Effective March 7th

 

Q. I’m a new prepaid client, what will my rate be?

A. All clients who do not have a 30-day feature will default to the 30¢ local anytime rate upon activation. If a client purchases a 30-day feature, they will automatically get the 20¢ local anytime rate.


 

Q. I’m an existing prepaid client, will my rate automatically change to 30¢ on March 7th?

A. As long as you have a 30-day feature on your account, your local anytime rate will remain 20¢. After March 7th, if you do not have a 30-day feature on your account, you will automatically default to a 30¢ local anytime rate.


 

Q. Does registering a credit card mean I’m signing up for automatic top ups?

A. No, registering a credit card gives you the convenience and flexibility to do the following:

  • Set your account to top up automatically every 30 days or when your balance drops below $5.
  • Set up automatic renewals of add-ons every 30 days so you don’t need to top up your add-ons separately.
  • Do one time top-ups anytime, anywhere.

 

Q. Will my account ever be topped up without me initiating it?

A. Your account will only be topped up automatically if you have set up automatic top-ups. The automatic top-up may occur every 30 days or whenever your balance falls under $5, depending on the automatic top-up setting you select.


 

Q. How do I remove the automatic top up option?

A. Please call *611 to cancel automatic top-up.

Make changes to your phone

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