I Can't Top Up Account Because My Balance Is Too Low (Despite I'm Using A Credit Card)

Thanks for reaching out! That message usually appears when the account balance doesn’t cover the total cost of the add-on or plan change, even if your credit card itself is fine. To fix this:

1. Top up your prepaid balance first (even if you plan to pay with a credit card). You can do this through the My TELUS app.
2. Once topped up, go back and try to buy or change your plan again.

If you’re still running into the same error, please send us a private message, and we’ll take a closer look at your account to help get this sorted out.