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Welcome to Phone Experts Support

Find support guides to resolve
your concerns

Mobility

Basic Device Set Up

Detailed iOS Device Set Up

Detailed Android Device Set Up

Prepaid

Register Your Credit Card

Set Up Automatic Top-Ups

Use a Voucher PIN

Frequently Asked Questions

How to sign into your Google/Samsung account

  • Sign into your Google Account (Gmail). This step is required if you intend to download apps from the Google Play store.
  • Logging into your Google Account (Gmail) will allow previously synced items (contacts, favorites, calendar, etc.) to be automatically synced to your new device
  • Additionally, Samsung devices may ask you to sign into your Samsung Account.

How to set-up your new smartphone

  1. Insert SIM Card
    1. If SIM card IS active and you’re going to continue using it, your phone number will automatically be active on the new device once inserted.
    2. If SIM card is NOT activated (you need to use a new one), login to your My TELUS Account to activate it.

https://www.telus.com/en/mobility/content/my-telus?linktype=ge-mainnav

  1. Power on
    1. Once it’s turned on, the device will walk you through the set-up menu with clear instructions. Work through it to gain access to device usage.
  2. Transfer content
    1. Depending on the type of device, content transfer options will be listed in the set-up menu.
  3. Make a test call
    1. Call a family member or friend to ensure the device works properly.

Why is my bill more than I expected?

TELUS bills one month in advance for recurring charges. On your first bill, this amount is added to a partial cost from your date of activation to your billing date. Your first bill may also include a one-time activation or installation fee.

Here is a video to help you learn more: https://www.youtube.com/watch?v=nYU92_CYqw8&feature=emb_title

How do I pay my bill?

You can pay your bill using your online account at www.telus.com/mytelus or using the My TELUS app. You can also contact TELUS via phone at 1-888-811-2323.

How to insert SIM card

  • Find your SIM pin in the box, usually found within the booklet/box of papers.
  • Insert the pin into the SIM card ejector hole as far as it will go. The SIM card tray will pop out.
  • Insert Nano SIM Card (Smallest cut out of SIM Card) into the tray. Insert the tray back into the device. *The SIM only fits into the tray one way – if you must force it, it’s incorrect and could cause damage.

I live in a rural community, does this mean I can’t get TELUS home services?

Not to worry, Smart Hub utilizes the TELUS LTE Network to provide fixed high-speed internet access to rural households. Contact us so to find out if your address qualifies!

How can I change the Optik TV channels I’m currently subscribed to?

It’s easy, you can access your channel subscriptions using your online account at www.telus.com/mytelus or using the My TELUS app. From here, you can add or remove channels or build a new package. It may take up to 24 hours for you to have access to your new channels.

Still have questions? We’re here to help.