Mobilicity


FAQs

You’ve got questions? Here are answers to our most frequently asked questions.

NEW Data and Voice Canada Roaming Bundles

Do these Add-Ons work outside Canada?

No, they are for Canada-only use, and will only work in Canada. All Voice Mins. included in the Add-On are for Canadian LD only.

Are the pay-per-use roaming rates changing as well?

Our pay-per-use roaming rates remain $0.20/min for Talk, $0.10/Text, and $1.50/MB of Data.

Why is SMS (texts) not included?

These new Add-Ons are designed to offer what we know is the most important feature to our customers when they roam: Data. As a bonus though from July 17-31, we are offering an Introductory My Wallet Credit offer which customers can use to send texts when travelling outside the Unlimited Zone. Furthermore, Whatsapp will work on the Regular Traveller or Frequent Traveller Add-Ons under the Data allotment.

I have Voice roaming minutes included in my plan. What happens if I add one of these new Add-Ons?

If you add a Roaming add-on with Voice roaming minutes included in it, to a plan with Voice roaming minutes in it, you are able to use the combined amount of minutes during your bill cycle. Example: $45 Plan (includes 30 Voice roaming minutes) + $10 Regular Traveller Add-On with 50 Voice roaming minutes = 80 total Voice roaming minutes per month (Note: Plans include North American roaming minutes, while Add-Ons include Canada roaming minutes).

I have money already in My Wallet. Can I use it to purchase these new Add-Ons?

Yes, just like you could transfer that money to your MRC account, or use it to purchase other add-ons with it.

If I have a  NEW roaming add-on and I then I add money into My Wallet, are My Wallet funds safe?

Yes, your My Wallet funds will only be used once you reach your Data + Voice Roaming cap, or if you use another service that requires My Wallet funds such as International calls.

How do I know if I still have Data or Voice mins. remaining during a bill cycle?

You can verify remaining amounts by logging into your accounts online, or you can call CARE if you need to know your remaining available mins. or MBs — but once you reach your cap, the services will no longer be available until they reset upon your next due date or until My Wallet funds are placed in the account.

What happens if the cap is reached before my Due Date?

If you do not want to wait until your Data and/or Voice minutes reset upon your next due date, you can call CARE at 611 from your device and re-add the Add-On (at regular price), or you can put money in your My Wallet account and use pay-per-use rates.

Are these roaming Add-Ons available on a Data Stick?

No, they are available on wireless plans only.

Will these new Add-Ons work on BlackBerry devices?

Yes, but BIS and Data must be on the account for them to work.

Can I use these Add-Ons when I’m in the Unlimited Zone Coverage area?

No, the Add-On features will only work when you are outside (roaming) of the Unlimited Coverage Zone.


Most Popular Questions

What offers are available for existing customers?

If there is an offer available for existing customers, the offer can only be fulfilled via our Care team and not in store. Please call *611 for any further inquiries about this. Please also note that long wait times may be experienced when calling Care, please be patient.

What makes Mobilicity different?

It’s not any one thing – it’s everything. Find out more about how we’re different.

How do the unlimited coverage areas work?

Within our unlimited coverage areas you have unlimited use of all the features in your plan.

When you travel outside our unlimited coverage area you can still use your phone for talk, text and data for a low Pay-Per-Use rate. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our coverage

See our low North American roaming rates

Add money to My Wallet

What is My Wallet™?

My Wallet™ is an account of money that you can ‘top-up’, in order to pay for Pay-Per-Use services, such as roaming and long distance. The money you add to My Wallet allows you to manage your wireless usage so that you’ll never spend more than you plan to.

Learn more about Pay-Per-Use services here

Add money to My Wallet

I have an iPhone, can I get a Mobilicity plan?

Our network uses a frequency called AWS, with bands 1700/2100. At this time, the iPhone doesn't work on this frequency. But we have a wide selection of other brand name phones that you can pair with any of our unlimited plans.

See our great selection of brand name phones

See our value-packed unlimited plans

Find a store

How do I register for My Account online?

Registering for My Account is easy. You will need:

  • your mobile number
  • the answer to the security question you were asked when you activated your account and
  • to select an 8 to 20 character username for your account

Once these steps are complete, a temporary password will be sent to your phone, and email address, if you have provided us with your email address. Use this temporary password to log in to My Account and set up a new password.

Create your account now

I have a phone already; can I use it on the Mobilicity network?

If you have a phone that is not sold by Mobilicity that you’d like to activate on our network, you’ll have to ensure that it’s compatible with our network. Our network uses a frequency called AWS, with bands 1700/2100. This is a fairly new frequency for phone carriers to use and there are only two other carriers in North America that use it.

Additionally, your phone will need be to be “Unlocked” and you’ll need to purchase a Mobilicity SIM card before you’re able to activate it with us. You can also visit any Mobilicity store to see if your phone will work on our network.

See our great selection of brand name phones

Find a store

How do I sign up for Automatic Monthly Payments?

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

  • Multi-Month payment plans

Already registered? Login now

Not yet registered? Create your account now

Are there other things that Mobilicity charges for?

With Mobilicity, there are no bill surprises or overage charges PLUS there is no contracts to sign or cancelation fees to pay. In addition to your monthly services, the only additional charges you may incur throughout the course of your services are for additional products or services that include:
1) SIM card(s): SIM cards are provided to all Mobilicity customers free of charge with the purchase and activation of a Mobilicity handset. However, if you are activating a non-Mobilicity device on the Mobilicity network, you are required to purchase a SIM card for $20 in order for the device to be operational.
2) Plan change: There is a $40 plan change administration cost for existing customers that wish to move to a promotional plan.
3) Handset exchanges: A $20 restocking charge will apply to the exchange of Mobilicity handsets activated (new activations and hardware upgrades), in accordance with the current return policy.
4) Changing your number: Not happy with your current phone number? You can change it at any time in store or by calling our Customer Care team for $10.
5) Due Date reset: For your convenience, you can reset your due date at anytime for $10.
6) Bill Payment: A $3 charge applies when you pay your monthly fees at a Mobilicity store. A $1 charge applies when you pay your monthly fee using the My Mobilicity App. For all of our convenient and free payment options click here: How To Pay

What are the opening hours for contacting Customer Care?

Our Customer Care team can be reached by dialling 611 from your Mobilicity device or calling (877) 866-2458 during the following hours: Monday to Friday 8am to 12am EST, Saturday and Sunday 9am to 5pm EST.


My Mobilicity App

Where can I get the My Mobilicity Payment App?

The App is available to download for free in the Google Play store on all Android devices, with an operating system of 2.2 or higher.

Click here to download or simply search for "Mobilicity" and then follow the instructions.

I've downloaded the App, now what do I do?

There are 3 easy steps to getting started:
- Set-up a User Profile for the My Mobilicity App
- Add your Mobilicity Account to your User Profile
- Add a payment method to your User Profile

That's it! You're now ready to make a payment to your Mobilicity account!

What is the difference between my user profile in the App, and my Mobilicity account?

Your user profile in the App, and your Mobilicity account (that you created in-store or through Customer Care when you joined Mobilicity), are completely seperate. A user profile is required to use the App. None of the information used to create your user profile in the App needs to match the information for your Mobilicity account.

What is the difference between my user profile password and my Mobilicity account PIN?

Your user profile password allows you to log in to the App. Your Mobilicity PIN authenticates you to access your Mobilicity account. This is the same PIN you created when you signed up for Mobilicity services, and is the same PIN you must give in-store or when calling Customer Care to access your Account.

I want to change my plan. Can I make any changes to my Mobilicity account from the App?

No. You are only able to make payments to your Mobilicity account, or top-up your My Wallet balance, in the App.

If you would like to change your plan, you can do so through My Account (click on “My Plan Features & Monthly Add-Ons”), in-store or by calling Customer Care.

What forms of payment can be used to make payments in the App?

Currently, Visa, MasterCard and American Express are the only payment methods accepted for making payments within the App. But stayed tuned for more payment methods to be added soon.

Is my personal and credit card information secure when I make payments using the My Mobilicity Payment App?

Yes. TIO Networks, the payment processor behind the My Mobilicity App, ensures that all data that is stored and transmitted from your mobile device is fully encrypted with Secure Socket Layer (SSL) technology with the highest encryption available (up to 256-bit). SSL is a cryptographic protocol that helps provide secure communications over the Internet.

Why is there a $1 transaction fee to make monthly payments in the app?

There is a $1 transaction fee charged for monthly payments in order to support the added convenience and functionality provided by using the My Mobilicity App. There is no fee for making payments to your My Wallet account.

Furthermore, we provide many ways to pay with no transaction fees, such as registering for pre-authorized payments through Customer Care or in-store. Click here to see all of the available payment methods.

If I make a payment to my Mobilicity account through a different channel (e.g. in-store, or by calling Customer Care) will those payments show automatically on the App?

No. Only payments made within the App will show up on the "My Payments History" tab within the App. Payments made via alternate channels will not appear within the My Mobilicity Payment App.

Something happened while I was making a payment and the payment processing screen timed out OR there was an error message OR I did not get the "Payment Received" confirmation screen – what should I do?

In most cases, if you do not get the "Payment Received" confirmation screen upon making a payment, NO funds have been transferred from your payment source (i.e. Credit card) to Mobilicity.
Here's what to do:
- Verify you have a Data connection or are connected to a Wi-Fi hotspot. Payment can only be made via a Data connection.
- If a Data connection is confirmed, verify in the "My Payment History" tab that there is indeed no payment receipt
- If you do not see a Payment Receipt for that payment in the "My Payment History" tab, please try making your payment again

If you are still having trouble, please contact Customer Care at 611 from your Mobilicity device.

I have some advice on how to make the My Mobilicity App better, how can I get in touch with someone?

Once logged-in to the App, click on "My App Settings" and then click on "Send Feedback". You can email us your comments, advice, or feedback. We appreciate hearing from you!


The Basics

How do I set up my voicemail for the first time?

Dial your voicemail by holding down 1 on your device. The system will prompt you to set up your voicemail passcode and then you can access your voicemail service.

How do I retrieve my voicemail?

If your voicemail notification light is on, simply one of the access codes below, depending on the city you're in and follow the prompts to retrieve your voicemail.

If you're retrieving your voicemail from a phone other than your Mobilicity device, you will be asked to enter your Mobilicity phone number. Once entered, follow the prompts to retrieve your

Access codes:
Toronto: 647-707-0109
Vancouver: 778-708-0109
Edmonton: 587-708-0109
Ottawa: 613-709-0109
Calgary: 587-718-0109

I forget my voicemail passcode, what do I do?

A Customer Care Representative will be able to reset your voicemail passcode. Once the passcode has been reset, you can access your voicemail and choose your passcode again.

To call Customer Care dial *611 or 1-877-8MOBIL8 (1-877-866-2458) from your phone.

How long are messages stored in my voicemail box?

Saved messages are stored for 7 days.

How many messages can my voicemail hold?

You can have up to 10 messages at a time in your voicemail box.

Can I make a call to 411 Directory Assistance?

Yes you can. As with all carriers, there is a cost associated with calling 411 – the cost is $3, and like all our Pay-Per-Use services you will need to have money in your My Wallet account before using this service.

Add money to My Wallet

How do I contact Care when I'm travelling outside of North America?

To call Customer Care when you are travelling outside of North America please dial 416 359 3571. Please be advised roaming rates apply if calling from your Mobilicity phone.

Are there other things that Mobilicity charges for?

With Mobilicity, there are no bill surprises or overage charges PLUS there is no contracts to sign or cancelation fees to pay. In addition to your monthly services, the only additional charges you may incur throughout the course of your services are for additional products or services that include:
1) SIM card(s): SIM cards are provided to all Mobilicity customers free of charge with the purchase and activation of a Mobilicity handset. However, if you are activating a non-Mobilicity device on the Mobilicity network, you are required to purchase a SIM card for $20 in order for the device to be operational.
2) Plan change: There is a $40 plan change administration cost for existing customers that wish to move to a promotional plan.
3) Handset exchanges: A $20 restocking charge will apply to the exchange of Mobilicity handsets activated (new activations and hardware upgrades), in accordance with the current return policy.
4) Changing your number: Not happy with your current phone number? You can change it at any time in store or by calling our Customer Care team for $10.
5) Due Date reset: For your convenience, you can reset your due date at anytime for $10.
6) Bill Payment: A $3 charge applies when you pay your monthly fees at a Mobilicity store. A $1 charge applies when you pay your monthly fee using the My Mobilicity App. For all of our convenient and free payment options click here: How To Pay


Premium Data

What is the Premium Data add-on?

Premium Data add-on provides you with 20GBs/month of data for your Mobilicity phone at our fastest speeds on our 4G network. After 20GBs of data usage before your due date, Premium Data remains unlimited but your speeds may be reduced.

Which plans work with the Premium Data add-on?

The Premium Data add-on works on our regular rate plans: $25 Unlimited Starter Plan, $35 Unlimited Plus Plan, $45 Unlimited Value Plan and $55 Unlimited Everything Plan.

How does Premium Data differ from Basic Data?

Basic Data provides you 6GBs/month of data for your Mobilicity phone at regular speeds on our 4G network. After 6GBs of data usage before your due date, Basic Data remains unlimited but your speeds may be reduced.

How fast is Premium Data?

Premium Data speeds are up to 21mbps, but speeds may vary depending on factors such as handset type or network conditions.

If my phone is not capable of a maximum speed of 21Mbps, why should I get Premium Data?

Premium Data will still deliver faster data speeds for your phone than Basic Data. Premium Data allows your phone its best data option to reach as close to its maximum speeds as possible.

Where can I get details on the maximum download speeds for my phone?

Maximum download speeds can be found on the Specification tab for each device on our Phones page.

I have Basic Data, what does 4G mean to me?

4G essentially describes the speed capabilities that our network now affords all of our customers. If you have Basic Data, in your plan or as an add-on, we aim to now deliver average speeds of 2Mbps for all of our existing and new customers with Basic Data.

How can I get the Premium Data add-on?

You can get the Premium Data add-on by visiting your local Mobilicity dealer, calling Customer Care, or through My Account.

What is the Premium Mobile Internet Data Plan?

The Premium Mobile Internet Data Plan provides 20GBs/month of mobile Internet data at our fastest speeds on our 4G network. It is designed for use with our Huawei E366 Premium Data Stick. After 20GBs of data usage before your due date, your Premium Mobile Data remains unlimited but your speeds may be reduced.

I’m currently on a Promotional Plan. Can I still get the Premium Data add-on?

Since Premium Data is only compatible with our regular rate plans, you must switch to one of those plans to enjoy Premium Data. However, if you are on a 50%-Off promotional plan from May 2012 or September 2012, you can enjoy Premium Data without losing the promotional price of your plan. You must still pay full price for Premium Data add-on. Call Customer CARE for more details.

Do all Mobilicity customers get access to our 4G network?

Yes. All Mobilicity customers have access to our 4G network.

Is my data still unlimited when I reach my 6GB or 20GB cap?

Yes. You continue to have unlimited data usage with either Basic or Premium Data if you reach your speed cap before your due date—however, your speeds may be reduced after you reach your 6GBs or 20GBs.

My phone still reads “3G”. Why?

All phone manufacturers (e.g. RIM/BlackBerry, Samsung, etc) choose different indicators to denote the maximum speed that each of their devices can deliver. For example, you may see “3G”, “3.5G”, “H+”, or “4G” on your phone’s home screen, even though all of Mobilicity’s customers are now on our 4G network. This is purely a function of the phone manufacturers and does not affect the fact that all Mobilicity’s subscribers are on our 4G network.

What happens when I reach my 6GB or 20GB usage cap?

If you reach your speed usage cap of 6GBs or 20GBs before your next monthly due date, your data usage remains unlimited, but your speeds may be reduced.

If I reach my 6GB or 20GB usage cap before my due date, can I buy more data and get faster speeds?

Yes. An extra 20GB of Premium Data can be purchased for $20, if you reach your speed cap prior to your next due date. If you have Basic Data, and want to purchase more data before your next due date, you can only do so by purchasing Premium Data.

What does 6GB of Basic data actually allow me to do?

As an example, 6GB of Basic Data will allow you to stream 20 minutes of video, 50 minutes of music, download 10 apps, songs or games, download 80 webpages and send 125 emails per day.

What does 20GB of Premium data actually allow me to do?

Although there are endless ways to enjoy your 20GBs of Premium Data, here’s one example: 20GBs is the equivalent of streaming 60 minutes of video, 90 minutes of music, 60 app, game or music downloads, 50 video or photo uploads (i.e. Facebook), downloading 80 webpages and sending 125 emails per day...all on our fastest network speeds.


Unlocking My Device

I want to unlock my Mobilicity device. What do I do?

To unlock your device, call the Mobilicity Customer Care department from your Mobilicity device by dialling 611 or toll-free at (877) 866-2458 and they will provide you with your unlock code.

How do I purchase my unlock code?

To purchase your unlock code, there is a one-time non-refundable $40 administrative fee for the code.

How do I pay for my unlock code?

Payment can be made by credit card only and must be done via our Customer Care Department prior to you receiving the unlock code.

Where can I find instructions on how to unlock my device, once I have the unlock code?

Once you've obtained your unlock code, you can find instructions on how to unlock most devices here: Unlocking My Device Instructions

Why do I need to pay $40 for the unlock code?

The $40 fee is designed to cover the cost of device subsidy fees and administrative costs.

Why can’t a Mobilicity store just give me the unlock code?

In order to ensure you get the proper information required to unlock your device, all unlock codes must go through our Customer Care department.

If I do not use the code, can I get a refund on the $40 fee?

Unfortunately once the unlock code is provided we cannot refund the fee.

What happens to my warranty if I unlock my device?

Unlocking your device may void the manufacturer’s warranty. Visit your device manufacturer's website for further details.

What if I am no longer a Mobilicity Customer and would like to unlock my phone?

If you are no longer a Mobilicity customer you can still unlock your Mobilicity device by calling Customer Care and paying the $40 one-time fee to receive your unlock code.

Can Mobilicity provide an unlock code for a device I bought from another wireless carrier?

No, we are only able to provide the unlock codes for Mobilicity devices.

If I decide to unlock my Mobilicity device, can I still use it on the Mobilicity network?

Yes. When you unlock your device through Mobilicity, it will still work normally with your Mobilicity SIM inserted.


Travelling outside Mobilicity's unlimited coverage area

What is roaming?

Simply put, 'roaming' is what happens when you're no longer in our unlimited coverage area. So once you travel outside of our unlimited coverage area, your phone is considered to be 'roaming'. You can easily determine if you are roaming by looking at the screen of your phone and checking for “CDN Roaming” or “US Roaming” at the top of your phone’s screen. If you are roaming, you will be using the network of one of our partner wireless carriers, and any calls, data sessions or texts will incur roaming charges.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet

How do I pay for roaming?

In order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Find out more about our Pay-Per-Use services

Add money to My Wallet

Will I be charged long distance fees while outside of the unlimited coverage area?

No, you will not be charged long distance fees if you travel outside our unlimited coverage area. We have low roaming rates for voice, text and data.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet

When outside the unlimited coverage area/roaming, where can I make calls?

If you travel outside our unlimited coverage area, you can make calls just about anywhere mobile service is available in Canada.

See our coverage map

See our low North American roaming rates

What happens if I drive out of the unlimited coverage area while on the phone?

If you are on the call and travel outside our unlimited coverage area, your call will end. This will ensure you don’t accidentally use money from your My Wallet account. If you'd like to continue the call while outside the our unlimited coverage area, simply redial the number and resume the call.

Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account. If the money in your My Wallet account runs out in the middle of the call, the call will end.

Add money to My Wallet

What happens if I drive back into the unlimited coverage area while on the phone?

When you return to our unlimited coverage area, your roaming call will continue uninterrupted. To switch back onto our unlimited network and stop roaming charges, simply end the call and redial when your phone shows 'Mobilicity' on the top of the screen. If you do not end the roaming call, you will continue to incur roaming charges until you disconnect the call.

See our low North American roaming rates

What happens if I am outside the unlimited coverage area and someone tries to call me?

If you're outside our unlimited coverage area and you have money in your My Wallet account, incoming calls will come through to your phone and money will be deducted from My Wallet.

If you're outside our unlimited coverage area and you do not have money in your My Wallet account and have Voicemail, incoming calls will go to Voicemail. If you do not have Voicemail, the caller will not be able to complete the call at that time.

See our low North American roaming rates

Add money to My Wallet

Can I check my voicemail while outside the unlimited coverage area?

Yes - If you have money in your My Wallet account you can call and check your voicemail while roaming. Money will be deducted from My Wallet to cover the roaming charges.

If you do not have money in My Wallet, you will not be able to make any calls while roaming, including calls to check your voicemail. You can add more money to your My Wallet account at any time.

See our low North American roaming rates

Add money to My Wallet

What countries is global roaming available in?

Global roaming is available in the countries listed below and is a Pay-Per-Use service. When you use voice, text or data while roaming, you'll need to have money in your My Wallet account.

Please note: Calls to and from Cuba and locations served by satellite such as cruise ships will be charged at $6.00 per minute. Data and SMS service may not be available in all countries. SMS text messages include incoming and outgoing text messages. Listed countries, prices, features, specifications and offers subject to change without notice. Roaming services is dependent on coverage of roaming partners and may not be available in the listed countries in all areas, in all times or to all devices.

Countries:

  • Albania
  • Andorra
  • Austria
  • Belgium
  • Bosnia & Herzegovina
  • Bulgaria
  • Croatia
  • Cuba
  • Cyprus
  • Czech Republic
  • Denmark
  • Dominican Republic
  • Egypt
  • Estonia
  • Ferry and cruiseships (Inmarsat)
  • France
  • Germany
  • Ghana
  • Greece
  • Guyana
  • Honduras
  • Hungary
  • Iceland
  • India
  • Ireland
  • Isle of Man
  • Israel
  • Italy
  • Jamaica
  • Jersey
  • Latvia
  • Luxembourg
  • Macedonia
  • Malta
  • Mexico
  • Morocco
  • Netherlands
  • Netherlands Antilles
  • New Zealand
  • Norway (excl. ferry/cruiseships)
  • Panama
  • Poland
  • Portugal
  • Réunion
  • Romania
  • Russia
  • Saudi Arabia
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • St Martin
  • Suriname
  • Sweden
  • Switzerland
  • Thailand
  • The Saints (French Antilles)
  • Tunisia
  • Turkey
  • United Kingdom

Pay-Per-Use services/My Wallet™

What is My Wallet™?

My Wallet™ is an account of money that you can ‘top-up’, in order to pay for Pay-Per-Use services, such as roaming and long distance. The money you add to My Wallet allows you to manage your wireless usage so that you’ll never spend more than you plan to.

Learn more about Pay-Per-Use services here

Add money to My Wallet

How will I pay for Pay-Per-Use services?

To use Pay-Per-Use services, you'll need to have money in your My Wallet account. The costs associated with each Pay-Per-Use service will be deducted from your My Wallet account, as soon as you start using that service.

Find out more about our Pay-Per-Use services here

Add money to My Wallet

What happens if I run out of money in My Wallet while using a Pay-Per-Use service?

If you run out of money in My Wallet while you're using a Pay-Per-Use service, the service will end. You'll need to more money to My Wallet, in order restart the Pay-Per-Use service.

Add money to My Wallet

Can I make a call to 411 Directory Assistance?

Yes you can.  As with all carriers, there is a cost associated with calling 411 – the cost is $3, and like all our Pay-Per-Use services you will need to have money in your My Wallet account before using this service.

Add money to My Wallet


Coverage & Network

How do the unlimited coverage areas work?

Within our unlimited coverage areas you have unlimited use of all the features in your plan.

When you travel outside our unlimited coverage area you can still use your phone for talk, text and data for a low Pay-Per-Use rate. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our coverage

See our low North American roaming rates

Add money to My Wallet

Will my phone work outside the unlimited coverage area?

When you travel outside our unlimited coverage area you can still use your phone. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our low North American roaming rates

Add money to My Wallet


Payment & Billing

Can I enroll in Automatic Monthly Payments with Visa Debit?

Yes. Simply enter your Visa Debit number on My Account as you would enter your credit card information to enroll in Automatic Monthly Payments.

You can also enroll by speaking to a Customer Care rep by calling 611 or at any Mobilicity store.

Your monthly fees will be automatically withdrawn from your chequing account a few days before your due date.

How can I use Visa Debit with Mobilicity?

Use your Visa Debit card exactly as you would use a credit card with Mobilicity.

You can make your monthly fee payment or top up your My Wallet account with Visa when you
- Call 611 and speak to Customer Care
- Log on to My Account
- Pay directly from the Make a Payment tab on mobilicity.ca

Enrolling in Automatic Monthly Payments will also work if you have a Visa Debit card and your monthly fees will simply be debited from your chequing account each month.

When do I need to pay my Monthly Fees?

You need to pay your Monthly Fees on or before your due date. To confirm your total monthly plan charge and/or to confirm your due date, go to My Account online or call Customer Care.

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

  • Multi-Month payment plans

Already registered? Login now

Not yet registered? Create your account now

If you don’t mail out bills, how will I remember to pay my Monthly Fees?

We’ll send you a few friendly reminder emails and text messages as your due date approaches if you haven’t made your Monthly Fee payment.

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

  • Multi-Month payment plans

Already registered? Login now

Not yet registered? Create your account now

Can I pay for more than one month of my Monthly Fees at a time?

Of course! The additional payment will simply remain on your account until your next due date.

You can also make worry-free payments these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form

  • Multi-month payment options

Already registered? Login now

Not yet registered? Create your account now

How do I sign up for Automatic Monthly Payments?

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

  • Multi-Month payment plans

Already registered? Login now

Not yet registered? Create your account now

Why is there a charge to pay my Monthly Fees in a store?

The charge to pay your Monthly Fees in a store is a charge to cover the stores' administration costs. There is no charge to pay your Monthly Fees online or using the automated voice prompts on the phone.

Here is a full list of our payment options

How are taxes charged on my account?

The cost of the unlimited plans and monthly add-ons shown on our website, do not include the applicable taxes.

All pay-per-use charges already include applicable taxes. For instance, if you make a one minute global long distance call at a rate of 15 cents per minute, the charge will be exactly 15 cents (note that rates differ by country). Or if you make a 411 Directory Assistance call at $3 per call, the charge will be $3.

I forgot to pay my Monthly Fee and now I can't make calls - what do I do?

You need to make a payment in full for your Monthly Fees due and your services will be restored; please remember that your due date remains the same no matter how late you pay your Monthly Fee.

For a one-time fee of $10, you can reset your due date at the time your late payment is made in full. Please call Customer Care, if you'd like to reset your due date.

Never worry about missing a payment with these convenient options:

  • Pre-authorized credit card: To have your monthly payments automatically charged to your credit card, simply add your credit card information to your account. You can set it up online, at a Mobilicity store or by calling Customer Care at *611 from your mobile device or 1-877-8MOBIL8 (1-877-866-2458).

  • Pre-authorized debit: To have your monthly payment automatically withdrawn from your bank account, download this form.

  • Multi-Month payment plans

Already registered? Login now

Not registered yet? Create your account now

Can I make a self serve payment through my Mobilicity phone?

Yes you can make self serve payments by dialing *611 from your Mobilicity device and making a payment through our automated voice system or by visiting payment.mobilicity.ca through your Mobilicity WAP browser.

Is there a charge when I visit Mobilicity’s WAP Self Serve Payment portal?

No charges are applied when you visit the Payment Portal from your phone.

Am I able to add money to My Wallet through Mobilicity’s WAP Self Serve Payment portal?

Yes, you are able to add money to your My Wallet account or for another Mobilicity customer’s My Wallet.

Are all credit cards accepted on Mobilicity’s WAP Self Serve Payment portal?

We only accept credit card payments with Visa and MasterCard.

What other options are available through Mobilicity’s WAP Self Serve Payment portal?

You can check your due date, account balance and even make a payment for another Mobilicity customer through our Payment Portal at payment.mobilicity.ca

Please note, due to privacy we cannot display other customer’s account balance or due date but you are able to make a payment towards their account by simply entering their Mobilicity phone number and the amount you wish to pay.

Can I make a self serve payment on my suspended account through my phone?

Yes, you can make a self serve payment through our automated voice system by dialing *611 from your phone.


My Account

How do I register for My Account online?

Registering for My Account is easy. You will need:

  • your mobile number
  • the answer to the security question you were asked when you activated your account and
  • to select an 8 to 20 character username for your account

Once these steps are complete, a temporary password will be sent to your phone, and email address, if you have provided us with your email address. Use this temporary password to log in to My Account and set up a new password.

Create your account now

I can’t remember My Account password. What do I do?

You can reset your password at any time. A temporary password will be sent to your phone, and email address if you have provided us with your email address.

Reset password now

When can I view my monthly fee statement online?

Your monthly fee statement is available through My Account. It is produced two to three days after your due date and you can view statements for the past 3 months.

Already registered? Login now

Not registered yet? Create your account now

Can I pay for someone else’s account online?

Yes, as long as you know their mobile phone number, you can make a payment on their account using your credit card or your bank/debit card using Interac Online.

Make a payment now

How does Interac Online work?

Interac™ Online connects you securely to your bank’s online banking website. You will need your bank card number and your online banking password to pay with Interac™. To view a demo or get a list of participating financial institutions on Interac's website please click here.

Can I change my plan online?

Yes, making changes to your account is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. If you're upgrading to a plan with a higher monthly fee, you will be required to make a payment online to complete the change.

Already registered? Login now

Not registered yet? Create your account now

How do I add an add-on to my account online?

Adding an add-on to your unlimited plan is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. You will be required to make a payment online, before the change takes effect.

Already registered? Login now

Not yet registered? Create your account now


Online Banking

Which banks are currently available for online banking?

At this present time, online banking payment is only available to customers of the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

See other payment options

How do I set up online banking payments?

You can now set up one time and recurring online banking payments with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

To set up Mobilicity as a ‘Payee’
- Log on to online banking
- Select‘Bill Payments’ tab
- Select ‘MOBILICITY MONTHLY PAYMENT’ to make a payment for your monthly service or ‘MOBILICITY WALLET (USE PHONE#)’to make a payment to your My Wallet account

You will need your account number for payments towards your monthly service and your phone number for payments to your My Wallet account. You can securely find your account number online in My Account.

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

How do I get my account number to set up online banking payments?

You can now set up one time and recurring online banking payments with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

To make online banking payments, you will need your account number for payments towards your monthly service and your phone number for payments to your My Wallet account. You can securely find your account number online in My Account.

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

How do I make online banking payments to my Monthly Fee account?

You can now set up one time and recurring online banking payments with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

To set up Mobilicity as a ‘Payee’ - Log on to online banking
- Select ‘Bill Payments’ tab
- Select ‘MOBILICITY MONTHLY PAYMENT’ as the payee
- Enter your Mobilicity Account Number and process your payment

You can securely find your account number online in My Account. All payments made to this payee will be applied to your Monthly Fee.

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

How do I make online banking payments to my My Wallet account?

You can now set up one time and recurring online banking payments with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

To set up Mobilicity as a ‘Payee’ for your My Wallet account - Log on to online banking
- Select ‘Bill Payments’ tab
- Select ‘MOBILICITY WALLET (USE PHONE#)' as the payee
- Enter your Mobilicity Phone Number and process your payment

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

How long does my payment through online banking take to be processed?

If you've set up one time or recurring online banking payments with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

Please allow 5 business days for your payment to be processed.

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

See other payment options

Can I make a payment through online banking if my account is suspended?

If your account is suspended you’re still able to make payments via online banking through the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

See other payment options

Can I pay for multiple accounts?

Yes, you can pay for multiple accounts through online banking with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

However you need to make separate payments for each account; you will need to know the account number for each account. You can securely find your account number online in My Account.

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

I’d like to set up recurring payments through online banking. Is this possible and what date should I set the payments to be made?

We recommend that you allow at least 5 business days from your due date to set up recurring online banking payments to avoid account suspension.

You can now do this with the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

As we continue to offer our customers more ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

To make online banking payments, you will need your account number for payments towards your monthly service and your phone number for payments to your My Wallet account. You can securely find your account number online in My Account.

Already registered for My Account? Login now

Not registered yet? Create your My Account now

See other payment options

What should I do if I paid my Monthly Fee through online banking, but my Mobilicity account doesn’t reflect the payment?

Please contact Customer Care, if it has been more than 5 business days since you made your online banking payment at one of the following banks:
- Scotia Bank
- TD Bank
- BMO
- RBC
- CIBC
- PC Financial
- National Bank
- Desjardins
- Central One

As we continue to offer our customers the most ways to pay their monthly fees, we will be expanding our online banking options across all major Canadian banking institutions. Check back often as we continue to update the list of banks we support.

If you do not have an account with any of the banks above, there are many other convenient options for paying your monthly fee.

See other payment options


Multi-Month Payments

Can I have add-ons with Multi-Month payment?

Yes, with Multi-Month payment plans, you may add add-ons.

A simple, worry-free way of not having to worry about remembering to pay for your add-ons each month (and to avoid the possibility of your account being suspended) is to pay via Pre-Authorized Credit.

Another option is maintain a high enough credit balance in your account to pay for your monthly add-ons.  It’s up to you how much you want to put into your account.  Every month, the cost of monthly add-on will automatically be deducted from balance available.

Set up Pre-Authorized Credit now

If I am an existing customer, can I switch over to Multi-Month payment?

Absolutely!  You can switch to a Multi-Month payment plan at any time.

View our Multi-Month payments plans

If I have Multi-Month payment plan, can I switch to another Multi-Month payment plan or to a standard payment plan?

Yes, with Multi-Month you can switch to another Multi-Month payment plan or to a standard unlimited plan. 

If you switch to a Multi-Month plan of lesser duration or to a standard unlimited plan, you will be charged an administration fee equivalent to your actual monthly fee (not the discounted amount). However, if the change occurs within the first seven days of your plan or with less than 30 days remaining in your plan term, you will not be charged the administration fee. If you make the change and have any time remaining on your plan, that amount will be prorated and credited back to your account.

Can I have a Multi-Month payment plan and standard payment plan on the same account?

Yes, you can have a Multi-Month payment plan and a standard unlimited plan on the same account. 

If I decide to cancel my Multi-Month payment plan, can I get my money back?

Yes, you may decide to cancel your Multi-Month payment plan at any time – we will prorate your refund based on the remaining time left on your payment plan.  However, an administration fee equivalent to one month’s regular plan charge will be debited by Mobilicity.  Please note, the process of making this adjustment may take up to 6-8 weeks.


Data

Can I access the Internet using any Mobilicity phone?

Yes, you can access the Internet using the mobile browser on any Mobilicity phone. If you do not have unlimited data included in your plan, you can still access the Internet on a Pay-Per-Use basis.

Remember, in order to use Pay-Per-Use services, regardless of whether or not you’re within our unlimited coverage area, you’ll need to have money in your My Wallet account.

See our great selection of brand name phones

See our value-packed unlimited plans

See our add-ons

Add money to My Wallet

How does unlimited data work?

Within our unlimited coverage areas, unlimited data provides you 24/7 access to your favourite mobile internet sites including social networking, email, and wherever else you want to browse. Do what you want, and never count a kilobyte.

You should know that our data services are designed to give all customers equal access to data bandwidth. If you are using data intensive services like video streaming, radio streaming, accessing large files, you may notice your service slowing down.

See our value-packed unlimited plans

See our add-ons

Can I access data when I'm outside of the Mobilicity unlimited coverage area?

Yes you can. If you travel outside our unlimited coverage area, all features that you want to use are billed on a Pay-Per-Use basis. Remember, in order to use Pay-Per-Use services, when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our coverage

See our low North American roaming rates

Add money to My Wallet

Can I use streaming services with the unlimited data plan or add-on?

Yes, you can access streaming sites. If our network is experiencing high traffic, you may experience a slowdown of streaming sites.

My plan includes unlimited data, is tethering allowed?

If your plan includes unlimited data, and you're within our unlimited coverage area, tethering is allowed but heavy data use (i.e. accessing large files) will slow down the tethering capabilities significantly.

See our value-packed unlimited plans

See our add-ons

See our coverage

Unlimited data is not included in my plan, are there any sites I can browse for free?

If your plan does not include unlimited data, you can browse mobilicity.ca free of charge within our unlimited coverage area.

We have a few light data plan options available at great rates, that you can add-on to any plan that doesn't include data.

See our value-packed unlimited plans

See our add-ons

Does Mobilicity slow down or practice data shaping of the unlimited data services?

Mobilicity does shape data traffic. We do this so that all of our customers have equal access to our data bandwidth. You will not notice any slow down if you’re accessing social networking sites, sending/receiving emails, or browsing most sites on the mobile internet. You may notice a slowdown if you’re accessing data intensive sites, heavy streaming sites (i.e. online radio stations) or large video files.


Phones

I have an iPhone, can I get a Mobilicity plan?

Yes! However, only unlocked AWS models (which support 1700/2100MHz frequency) of the iPhone 5/5c/5s will work with our service.

See our great selection of brand name phones

See our value-packed unlimited plans

Find a store

Why do I have to pay for a phone?

We see your phone like any other electronic device you own. You pay for it, you own it. And in the long run, it's cheaper than the $0 phone that you pay for each month in your contract, like you do with the other guys.

See our great selection of brand name phones

Find a store

What phones work on the Mobilicity network?

If you have a phone that is not sold by Mobilicity that you’d like to activate on our network, you’ll have to ensure that it’s compatible with our network. Our network uses a frequency called AWS, with bands 1700/2100. This is a fairly new frequency for phone carriers to use and there are only two other carriers in North America that use it.

Additionally, your phone will need be to be “Unlocked” and you’ll need to purchase a Mobilicity SIM card before you’re able to activate it with us. You can also visit any Mobilicity store to see if your phone will work on our network.

See our great selection of brand name phones

Find a store


Phone Protection Plan

What is Phone Protection?

Phone Protection is like an insurance-policy on your phone. By paying the monthly add-on fee, your phone will be replaced if your phone is not working due to mechanical or electrical failures outside of the manufacturer's warranty, loss, theft, or physical or accidental damage^. If you need to submit a claim on your phone, you will also need to pay a non-refundable deductible. Your covered product can be repaired or replaced up to two times during any 12 month period.

^Physical and Accidental damage is only included in phone protection plans purchased on or after Dec 1, 2011.

See our Phone Protection Plan

How much does Phone Protection cost?

Our Phone Protection Plan add-on fee varies based on your phone. Your local Mobilicity store can inform you which category your phone falls under.

See our Phone Protection Plan

I have Phone Protection, what should I do if my phone is damaged and I’d like it replaced?

Please call our Phone Protection provider, Canadian Warranty Solutions at 1-888-638-7321. You will need to have your purchase receipt and phone IMEI details to provide to Canadian Warranty Solutions.

All claims must be filed within 30 days of an incident to a covered device.

I have Phone Protection, what should I do if my phone is lost or stolen?

First you will need to file a police report and obtain a copy of it. Afterwards, please call Canadian Warranty Solutions at 1-888-638-7321. You will need to have your purchase receipt and phone IMEI details to provide to Canadian Warranty Solutions.

All claims must be filed within 30 days of an incident to a covered device.

What is the claim process for Phone Protection?

There are five steps in the claim process for Phone Protection.

All claims must be filed within 30 days of an incident to a covered device.

  1. If you have acquired phone protection and choose to make a claim due to a lost/stolen device or physical/accidental damage, you will need to contact Canadian Warranty Solutions directly at 1-888-638-7321 between the hours of 9am and 9pm EST, Monday to Friday.

  2. Before contacting the Canada Warranty Solutions, please determine the circumstance of your claim: Physical/ Accidental damage: Have your purchase receipt and phone IMEI in hand.
    Lost/Stolen device: Have your purchase receipt and police report in hand.

  3. After calling into Canada Warranty Solutions to make your claim, provide the appropriate information. They will try to help you troubleshoot your phone issue. If troubleshooting does not fix your phone issues, they will decide to approve/deny your phone protection claim.

  4. If your claim has been approved, you will need to pay the appropriate non-refundable deductible before a replacement unit is sent to you. You can pay your deductible using a valid credit card You can pay your deductible using a valid credit card (including Visa Debit) or a prepaid credit card. Amount of deductible depends on the type of phone. Your local Mobilicity store can inform you as to what category your phone will fall under.

  5. Canada Warranty Solutions will make arrangements based on the type of claim:
    Physical/Accidental damage: Canada Warranty Solutions will send you a phone with a prepaid envelope for your broken device to send back to Canada Warranty Solutions. Failure to send back your phone will result in your credit card being charged the MSRP of the phone.
    Lost/Stolen device: Your phone will be sent to you after your deductible has been paid.

Can I file a claim at any time?

All claims must be filed within 30 days of an incident to a covered device.

I didn’t buy Phone Protection when I bought my phone. Can I still get Phone Protection?

You will have 90 days from the date of purchase of your phone to sign up for Phone Protection. However, if you do not purchase Phone Protection at the time you activate your new phone, you must visit a Mobilicity store to purchase coverage. At the time of purchase, the store must ensure your phone is in good working condition. You must also provide your original proof of purchase for your phone at the time you purchase Phone Protection.

Can I go to a store to process my Phone Protection claim?

Mobilicity stores cannot directly process a Phone Protection Plan claim. Please call Canada Warranty Solutions directly for any claims processing at 1-888-638-7321.

How long does it take for my Phone Protection claim to be processed?

The waiting period to get your replacement phone is dependent on your claim. Paying your deductible by credit card will ensure you get a replacement phone as promptly as possible.

All claims must be filed within 30 days of an incident to a covered device.

Can I pay my deductible for my Phone Protection Plan claim in cash?

We cannot accept cash payments for your deductible. We can only accept valid credit cards (or Visa Debit cards) and prepaid credit cards.

If my phone gets suspended and I would like to reactivate my phone, am I still eligible for Phone Protection?

If your phone gets suspended for more than 30 days, you will not be eligible for Phone Protection after reactivation. If you reactivate your phone within 30 days, you will still be eligible for Phone Protection.

All claims must be filed within 30 days of an incident to a covered device.


Returns & Warranty

I am not happy with my phone, can I return it?

If you’re not happy with your phone, your phone must be returned within 14 days from the date of purchase. You must have your original sales receipt, original phone box, including all instruction manuals and accessories that came with the phone (such as the charger, battery, headset and carrying case) must be returned as well.

What is the Mobilicity 7 Day Guarantee?

The Mobilicity 7 Day Guarantee allows you to try our service and receive a full service refund within 7 days if dissatisfied.

It takes approximately 4 to 6 weeks to process a refund cheque. The cheque will be mailed to the address you provided at the time of activation.

My phone is not working as it should, how can I get it fixed under warranty?

New phones have either a 90 or 365 day warranty, depending on the manufacturer. Our 'Good as New' phones have a 180 day warranty. In order to be eligible for a warranty claim, you must have the original sales receipt.

One of our Authorized Service Centers will send your device in for repair, if it falls under the warranty guidelines, check our Store Locator to find your nearest Authorized Service Centre. Warranty Fees where applicable.

What types of damages are not covered by the warranty?

The following types of damages are not covered under warranty:

• Liquid Damage • Removal of the litmus paper • Customer abused/tampered • Cracked screen • Black or blue spots on the screen • Outside of the advertised warranty period

Can I return my 'Good As New' phone?

There are no returns or exchanges on the 'Good As New' phones. Products are sold as is and considered final sale.


Plans

What is Mobilicity to Mobilicity calling?

Mobilicity to Mobilicity calling is included in all rate plans. It gives a Mobilicity customer - while within our unlimited coverage area - unlimited calling to any other Mobilicity customer.

How do the Mobilicity plans work?

With Mobilicity, you can talk, text and surf all you want in any of our unlimited coverage areas. Whichever value-packed plan you choose, the price you see is the price you pay. No hidden fees. No overage charges. No surprises.

And if you travel outside our unlimited coverage area, we have low roaming rates for voice, text and data. Remember, in order to make/receive calls, send/receive text messages or use data when you're outside of our unlimited coverage area, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our coverage

See our low North American roaming rates

Add money to My Wallet

Is there any cost associated with changing plans?

An administrative fee of $40 may apply to some changes to plans (such as moving to a Promotional Plan). If you are under the Monthly Fees program, your plan charges will be prorated in respect to your Payment Date. If you are under the Multi-Month Fees program, we will prorate your refund based on the remaining days left on your plan minus an administrative fee. You agree that the one month’s regular plan charge is a reasonable charge for us to recuperate any discounts, subsidies or other costs associated to your change under the Multi-Month Fees program. We may at our discretion limit your number of changes allowed to your plan within a short period of time

Changing your plan online is easy with My Account.

Already registered? Login now

Not yet registered? Create your account now

If I travel to another city that is within Mobilicity’s unlimited coverage area, can I still use my phone?

Yes, if you travel to any city that is within any of our unlimited coverage areas, your phone will work. The city you travel to will become your local calling area. E.g. If you are from Vancouver and travel to Toronto, Toronto will now become your local calling area.

With unlimited Province Wide Long Distance, when you travel to another city outside your 'home province' that is one of our unlimited coverage areas, you will still have unlimited Province Wide Long Distance to your home province, not the province you are visiting. E.g. If you are from Vancouver and travel to Toronto, you can still make Province Wide Long Distance calls to British Columbia but not Ontario.

See our coverage

My plan does not include unlimited Canada Wide or U.S. Long Distance; can I still call to these areas?

If your plan does not include unlimited Canada Wide or U.S. Long Distance, you can add either feature as an add-on or make calls on a Pay-Per-Use basis. Remember, in order to use Pay-Per-Use services, you'll need to have money in your My Wallet account.

See our value-packed unlimited plans

See our add-ons

Add money to My Wallet


Add-ons

How do I add an add-on to my account online?

Adding an add-on to your unlimited plan is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. You will be required to make a payment online, before the change takes effect.

Already registered? Login now

Not yet registered? Create your account now

How do I pay for an add-on?

You pay for add-ons the same way you would for your unlimited plan. That is, prior to the month in which you will use the service.

Adding an add-on to your unlimited plan is easy. Simply login to My Account and click on “My Plan Features & Monthly Add-Ons”. You will be required to make a payment online, before the change takes effect.

See our add-ons

Already registered? Login now

Not yet registered? Create your account now

I have an add-on on my account; will it work in all of Mobilicity’s unlimited coverage areas?

Yes, as long as you are within our unlimited coverage area, all add-ons will work.

See our coverage

See our add-ons


Data Sticks

What is a data stick?

A data stick gives your computer wireless access to the Internet within our unlimited coverage area. You must pair your data stick with a data plan like our Unlimited Internet Access plan.

See our coverage

See our Internet Devices

Where can I use my Mobilicity data stick?

You can use your data stick for unlimited Internet anywhere within our unlimited coverage area

When you travel outside our unlimited coverage area you can still use your data stick for a low Pay-Per-Use rate. Remember, in order to use data when you're outside of our unlimited coverage area you'll need to have money in your My Wallet account.

See our coverage

See our low North American roaming rates

Add money to My Wallet

What will I need to do to use a Mobilicity data stick?

You will need to:

  • purchase a Mobilicity data stick
  • purchase the data stick plan
  • access to a computer with a standard 2.0 USB port

See our Internet Devices


Long Distance

Why do you no longer offer 2000min Asia Super Saver Long Distance add-on?

In order to remain competitive and offer the best service possible we have had to make this change. The new Asia Super Saver Long Distance add-on gives you 600 minutes, which is 20 minutes of talk time every day each month! That’s $0.033 per minute to India, China, Hong Kong and Singapore — a lower rate than many calling cards (with no hassle!).

What happens if I reach my 600 minute cap on the new Asia Super Saver Long Distance add-on?

You will receive an SMS notice when you are near your cap in a given month. Once you reach 600 minutes of usage, you will be able to make calls on a pay-per-use basis.

See our competitive long distance rates

Can I make global long distance calls?

Global Long Distance calls is available at very competitive rates and is considered a Pay-Per-Use service. In order to use Pay-Per-Use services, you'll need to have money in your My Wallet account.

See our low global long distance rates

Find out more about our Pay-Per-Use services

Add money to My Wallet

What is a Multi-Minute Long Distance add-on?

Multi-Minute Long Distance add-ons provide a set amount of long distance minutes to one specific country. The minutes can be used to call landline and mobile phone numbers. The per-minute rates for these add-ons are highly competitive and provide direct dial access to these countries.

Find out more here

Can I make a call to any number with a Multi-Minute Long Distance add-on?

You can make calls to any landline or mobile numbers. However premium and special numbers are excluded.

How many minutes do I get with a Multi-Minute Long Distance add-on?

Each Multi-Minute Long Distance add-on has a unique number of minutes available.

Get more details here

What happens if I go over my minutes while using a Multi-Minute Long Distance add-on?

If you reach the maximum number of minutes for your Multi-Minute Long Distance add-on while on a call and you have money in My Wallet, your call will continue and your My Wallet balance will decrease based on the duration of the call. If you do not have money in My Wallet your call will disconnect.

With the Multi-Minute Long Distance add-on, can I carry over my unused minutes to the next month?

With the Multi-Minute Long Distance add-on the included number of minutes is available only for the month they were purchased and unused minutes will not carry over.

Can I combine a Multi-Minute Long Distance add-on with other long distance add-ons?

Yes, you can add a Multi-Minute Long Distance add-on with other long distance add-ons.

Can I add a Multi-Minute Long Distance add-on from the same country more than once during the month?

You can only add a Multi-Minute Long Distance add-on from the same country to your plan once a month, even if you have used up all your minutes. You can however, add more than one Multi-Minute Long Distance add-on from different countries to your plan.

See all our Multi-Minute Long Distance options