Lost or stolen mobile device

If you’ve lost your Android or Apple device, you can use Apple’s

Find My iPhone

feature or Google’s

Find My Device

.

If you’re still unable to locate your device, you’ll want to consider suspending service to the missing device to prevent further usage.

From here on out, you will be taken through a three-step process for suspending your service to prevent further unauthorized use and any extra charges for you resulting from it.

Before you suspend service to a device, here’s what you should know.

: Suspending service to your device does not blacklist it. If you would like to blacklist your device, please chat with us.

After suspending service to your missing device, you may want to get a new SIM card to continue using your plan.

Learn how to

change your SIM card

.

If you find your missing device later on, you may want to restore its service. Restoring service to your suspended device means that you can make and receive calls, send messages and use data and roaming.

: You will only be able to restore your service in My TELUS using the instructions below if you previously followed the steps in the “Steps to suspending service to your missing device” section above to suspend your service. If you suspended your service by calling into the call centre, you will need to call in to restore your service.

To restore service to a suspended device, follow these steps:

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

: If your lost or stolen device had the Bring-it-Back option, you can pay off the the Bring-it-Back amount at the end of your contract term in 2 ways:

: You can pay off your device’s Bring-It-Back™ amount when you renew your contract online or in-store.

: If you do not return your device, the Bring-It-Back™ amount will be automatically loaded to your monthly bill in the billing cycle immediately following the contract term date. Once the Bring-It-Back™ amount is loaded to your bill, simply pay the bill as you would every other month.