TELUS Scam Protection powered by Norton; Everything you need to know
As AI-driven phishing and scam attempts become increasingly sophisticated and harder to spot, we’ve partnered with cybersecurity leaders at Norton to build TELUS Scam Protection directly into the My TELUS app, giving you peace of mind. Here's a breakdown of how it works, what’s included, and how to set it up. How It Works (The 4 Core Features) Once enabled in the My TELUS app, the protection runs in the background without needing separate app downloads or continuous logins: Safe Call: Screens incoming calls to auto-block known scams and label calls as spam or a verified business before you pick up. Safe SMS: Reviews incoming texts (SMS/MMS) from unknown senders to help detect and flag potential scams or phishing attempts, so you can avoid clicking risky links. Safe Email: Safe Email proactively scans up to 5 connected email accounts in your inbox and flags suspicious emails to help you know if it’s potentially a scam before opening it. AI Scam Assistant: Available 24/7 in the My TELUS app. You can ask cyber safety questions, paste text, or upload screenshots of suspicious messages (including encrypted chats like WhatsApp, iMessage, Messenger, or Instagram) and get guidance on potential scams and help you decide whether it's safe to engage. Plan Details & Compatibility Detail Information New Consumer Data Plans Included at no extra cost (starting October 20, 2026). Existing or Select Plans Addable for $3/month inside My TELUS—no rate plan change required. Device Requirements Android 10.0+ (with Google Play Store) or iOS (current or previous 2 versions). App Requirements Latest version of the My TELUS app required for initial setup. Quick FAQs Will Safe Call block legitimate calls from my doctor, pharmacy, or delivery service? Safe Call is designed specifically to block known scam numbers while labeling legitimate organizations as verified businesses. On rare occasions where a number is mislabeled, you can check your call log/voicemail and report the mislabel directly in the My TELUS app to continuously improve system accuracy. Does Safe SMS automatically scan my WhatsApp or iMessage chats? Safe SMS covers standard SMS/MMS text messages. Because third-party messaging apps like WhatsApp or iMessage use end-to-end encryption, Safe SMS cannot automatically read them. However, you can screenshot or copy any suspicious message into the AI Scam Assistant inside My TELUS for instant feedback. Does this replace device antivirus or identity theft insurance? TELUS Scam Protection is built to detect and warn against active scam calls, text links, and emails. It does not scan for local device viruses or include financial reimbursement/identity theft insurance (if you need full device malware protection, check out TELUS Online Security). How to Activate in 3 Easy Steps Open and log in to the My TELUS app. Go to the Plans & Devices tab and tap the Scam Protection tile. Follow the on-screen prompts to grant required permissions for Safe Call, Safe SMS, and Safe Email. Once permissions are set, you can close the app. Protection remains active 24/7 in the background. For full details and troubleshooting guides, visit telus.com/ScamHelp FR version
First Time NSF Fee Waiver
I am writing because I've been with Telus for over a year now. On September 25th, despite having sufficient funds in my bank account for the pre-authorized payment, the payment was refunded to my account. After the charge was refunded the same day, Telus charged me again on Oct 2nd, and this time it went through. I'm charged an 80 CAD NSF fee on my upcoming bill. I'm hoping I can have it waived, as it's not the problem on my end; it should be the issue with the communication between Telus and my bank. This is the first time I have heard of this policy. I wasn't informed about it when I first registered for authorized payment.
Google Play Charges to my Telus Bill
Hello, I got a Google Pixel 3 watch when I renewed my mobility contract back in March 2025. In June 2025 I started getting random Google Play charges added to my Telus bill, apparently through my watch 'phone number'. I have never setup Google payments through Mobile Carriers on my Google account, transactions are always through my bank. I checked my Google transaction history, my payments and subscriptions, payment methods etc and these transations do not show up ANYWHERE! When I first contacted Telus they told me they could not tell which vendors the charges were from, but they were able to provide a corrolation ID for each purchase. I submitted a Unauthorized Charge Claim to Google and they came back with the automated message: 'After reviewing your claim, we were unable to confirm fraudulent activity in this case, so no refund will be provided by Google at this time. If you would like to pursue the matter further, you can reach out to your financial institution.' The problem with that response is, my bank can't help because these charges weren't through my bank. I then contacted Telus again via phone, and this time they were able to tell me the charges were for Snapchat, and Audible (I don't purchase anything through either of these apps). I asked for the corrolation ID's for the newer charges and the woman said she couldn't provide them. Yet when I contacted them again through live chat they were able to provide the IDs. I then submitted another claim and received the same response. To reiterate, these charges have not appeared anywhere else across my accounts; Google, Snapchat, Audible etc, they only show up on my Telus bills! I do not have Mobile Carrier set up as a payment method! The charges are now up to $32.15. I don't know what else I can do so I am hoping to see if anyone else has had a similar situation. Thanks for reading!
5G Essential Unlimited Canada-US Plan
I visited the US last month and was charged roaming fees despite having a Canada-US Plan. I called to ask them to remove the charge and was told my plan does not include data coverage in the US, but as an exception, they will remove the charge and apply it as a credit to my next bill. I had the same problem 3 months ago and was told that with a Canada-US Plan, I shouldn't have been charged roaming fees, and they credited the charge immediately. I do not want to be charged every time I visit the US and have to go through calling an agent and posting on the forum. Can I be directed to someone who can fix this issue?
Phone number transfer and creating new eSIM
I'm a new Telus customer and I've been having technical issues with getting one of my phone numbers ported. The account specialist keeps telling me to wait or that it's being worked on or that I should be receiving a text notification for the porting. I did not see this issue make any progress. I thought I'd try deleting the eSIM and recreating it on MyTelus, but I ran into more issues and couldn't create a new eSIM. It's been half a month and frustrating to see that my first monthly bill is more than double the amount I should be paying and I can't use one of the phone lines...
customer service
We were contacted by a telemarketer regarding Mobility and Security. Decided to cancel the security camera the next day. I believe I contacted 7 Telus representatives. Each one told me they could not help me as the issue was Security's if they were Mobility, and then Mobility's if they were Security. Finally contacted one representative and the whole thing was cancelled. To add insult to injury we then requested to complete the two mobility offers and Mobility could not match the telemarketers offer as they are mobility and the telemarketer was Security. Unbelievable!
New Phone Number Suspended
Hello, I bought a brand new cell phone and a new number two days ago as the company I’m currently working for I will be leaving and they will be taking their cell phone and their number when I leave. Within less than 24 hours of getting my new number I changed all of my passwords and sign in codes for various banking and other information and I woke up the following morning and Telus had suspended my entire account and placed my brand new number on hold pending a fraud investigation. I’ve spoken to numerous TELUS representatives in the last 48 hours and I was informed that I had to resubmit proof of identity to a fraud email address from TELUS. I did that and have not heard anything back since and have followed up numerous times. I called a TELUS representative again this morning and all they could tell me was that there’s nothing they can actually do and then I just have to wait. Unfortunately I do not have time to wait and I need my new phone and number to be working. Can you tell us please advise what exactly I need to do further to prove I am who I say I am and when this will be resolved. I really do not want to have to go to a different cell phone provider, but if I don’t see movement on this, you will force me to do so as I need a working phone.
