PREPAID FAQ

DOES PC MOBILE OFFER SIM CARDS?

You can purchase a stand-alone PC mobile SIM card. Our PC mobile SIM cards are $10. These LTE Multi SIM cards include a Regular, Micro and Nano SIM card, widening your range of phone options. They are available where President's Choice products are sold and can be found on the side panel of the "Prepaid Cell Phones Express" kiosk. Here is a link to our store locator to find a store location nearest you.

Store Locator

WHY DO I HEAR A WARNING MESSAGE ABOUT LONG DISTANCE CHARGES WHEN I MAKE A CALL ON MY MOBILE DEVICE?

A warning message for long distance charges will play when you make a 10-digit long distance call. The warning message: "Your call is being connected; if not included in your plan, long distance charges will apply." will play when you dial a 10-digit long distance number, regardless of whether or not your plan includes long distance calling. If you no longer wish to hear this warning message before a long distance call, make sure to dial an 11-digit number, and if necessary, program the 11-digit number into your mobile device.

10-digit number: (XXX) XXX-XXXX

11-digit number: 1 (XXX) XXX-XXXX

Example: You are in Toronto, and you place a long distance call by dialing a 10-digit Montreal number. If you have a plan that includes long distance calling, the warning message will play, but you will not be charged long distance fees if you choose to continue the call. Alternatively, if you have a plan that does not include long distance calling, the warning message will play, and you will be charged long distance fees if you choose to continue the call.

WHAT SHOULD I DO IF I'VE LOST MY MOBILE PHONE?

To report a lost or stolen mobile phone, or if you've found someone else's mobile phone, please contact PC mobile Prepaid Customer Service at 1-87-PCT-INFO-1 (1-877-284-6361). If your mobile device is lost or stolen, it can be added to a National list of lost or stolen mobile devices. Adding a device to this list will prevent it from being used on PC mobile's network, and the networks of all other service providers in Canada.

If you recover your lost/stolen mobile device:

  • Contact PC mobile Prepaid Customer Service. We'll ensure that your recovered device is removed from the list.
    Note: We can remove a device from the list for you, only if you were the person that originally listed the device.
  • Your device should regain access to PC mobile's network within 24 hours. A request to remove your device from the national list will be made within 24 hours.
  • If your device was reported lost or stolen and added to the list by another service provider, you must return to that service provider to have your device removed.

Note:

  • Devices purchased from an unauthorized retailer or a private seller may be lost or stolen and may be added to the list. We recommend you purchase your device from an authorized retailer.
  • A device with a tampered IMEI (the device's unique International Mobile Equipment Identity number) risks having the tampered IMEI added to the list. PC mobile's Terms of Service prohibits tampering with a device's IMEI.
  • The National List of lost or stolen devices is available for HSPA and LTE devices only.

Tips to reduce the risk of theft and keep the information on your device more secure:

  • Use the lock code or password feature on your device at all times.
  • Keep your phone secured and out of sight when not in use.
  • You can use apps for tracking and erasing your phone if lost or stolen.
  • Keep a record about your mobile phone in a safe place (phone number, make and model, color and appearance details, IMEI and PIN number).

Visit these pages for more information on:

HOW DO I OPT OUT MY ACCOUNT AND USAGE INFORMATION FROM BEING USED FOR MARKETING PURPOSES?

We like to keep our customers informed about items like: exclusive offers, ways to save, new product releases and other useful information. We do this mainly through email and text messages. With PC mobile you can update your marketing preferences at any time. To change your preferences, please visit our Marketing Preferences page and submit your preferences.

CAN I KEEP MY EXISTING NUMBER?

Most current wireless phone numbers can be kept when you transfer to PC mobile as your wireless service provider. For more details about bringing your number to PC mobile, or if you have any questions, please speak with a PC mobile representative at 1-87-PCT-INFO-1 (1-877-284-6361).

CAN I PICK MY OWN PC MOBILE PHONE NUMBER?

We'll do our best to accommodate you, but generally speaking, the PC mobile activation centre will choose a number for you or offer you a choice of various numbers available for your area.

WHAT IS INCLUDED WITH PC MOBILE 30-DAY PREPAID PLANS?

You can find more information about our 30-Day Prepaid Plans on the plans & features page.

WHAT ADD-ONS CAN I ADD TO 30-DAY PREPAID PLAN?

You can find more information about our add-ons on the plans & features page.

WHAT HAPPENS IF MY USAGE EXCEEDS THE AMOUNT OF DATA I HAVE PURCHASED ON MY DATA ADD-ON/PLAN?

Based on the data plan or data add-on you have, if you exceed your allotted data amount you will be charged you're out of bundle set rate on a per MB basis.

If you exceed your allotted amount of data, you will continue to be billed additional charges at your out of bundle rate. We recommend you review your current plan to ensure you are getting the best possible rate based on your needs and usage.

If you require further information or wish to make changes to your account, please dial #PCMO (#7266) FREE from your PC mobile or call us at 1-877-284-6361.

DO I HAVE TO SIGN A LONG TERM CONTRACT?

No, with PC mobile prepaid service there are no term contracts to sign.

IS THERE AN ACTIVATION FEE?

There is no activation fee with PC mobile.

DO I HAVE TO GO THROUGH A CREDIT CHECK?

No, absolutely not! If you're planning to take advantage of PC mobile pre-authorized top-ups (like Auto-Allowance or Express Top-up), we may need to make sure your credit card is valid - but that's it.

DO THE RATES CHANGE DEPENDING ON THE TIME OF DAY OR DAY OF THE WEEK?

No, the PC mobile airtime rate is the same any time of the day or night (actual airtime rate is dependent on if you are on the monthly or anytime plan but the rate is the same at all times).

HOW CAN I ADD AIRTIME TO MY ACCOUNT?

Simply choose any of these easy ways to top up your prepaid services account:

  • Auto-Allowance - choose an amount that works for you and we’ll automatically top up your account every month on your anniversary date or if your account credit balance drops below $5 before your anniversary date each month. Whatever you don’t use gets carried over for you to use the next month. To sign up for Auto-Allowance you will need to speak to a PC mobile customer service representative.

    Added Bonus: Sign up to Auto-Allowance and get a 10% bonus credit to your account credit balance every month on your anniversary date as long as you are on a monthly plan!17

  • Express Top Up - quickly top up your account by dialing #1234 from your PC mobile phone and providing your pre-assigned PIN. To sign up for Express Top Up you will need to speak to a PC mobile customer service representative.

  • Top up with PC mobile top-up cards, available at participating locations where President's Choice® products are sold. Find your nearest store.

  • Or simply call 1-877-284-6361 with your credit card to top up your prepaid services account by phone.

Whichever way you choose to top up, just dial #PCMO, free from your PC mobile phone, or 1-866-525-PCMO (7266) from any other phone, and follow the simple voice prompts.

CAN I TOP UP MY ACCOUNT USING ANOTHER PROVIDER'S TOP-UP CARD?

No. Since you've said hello to PC mobile, you can only top up your account credit balance for airtime and other wireless services through PC mobile.

WHAT HAPPENS IF MY ACCOUNT BALANCE EXPIRES?

If your account credit balance reaches expiry, you have 240 days to top up your account before your service is disconnected. If that happens, you may also lose your PC mobile phone number. Fortunately, you can reconnect your PC mobile service, and a new mobile number will be assigned to you. Sign up for Auto-Allowance to ensure your account is always kept topped up.

ARE THERE ANY MONTHLY SERVICE CHARGES OR SYSTEM ACCESS FEES TO PAY?

There are no system access fees with PC mobile. Currently, a monthly service charge is required by the provincial governments for 911 service in the following provinces:

  • $0.94 Saskatchewan
  • $0.43 Nova Scotia
  • $0.53 New Brunswick
  • $0.70 PEI
  • $0.46 QC
  • $0.44 Alberta
  • $0.75 Newfoundland
  • $0.75 Labrador
WILL I RECEIVE A BILL FOR SERVICES THAT I'VE USED?

No, you will not receive a PC mobile bill. All charges for your calls, outgoing text messages, and airtime charges incurred when using services like call forwarding, call waiting - even long distance - are simply deducted from your account credit balance. Other services, like downloading screensavers, ringtones, games, and using your mobile browser, will also be automatically deducted from your account credit balance. Other features like roaming and Auto-Allowance need to be arranged through PC mobile customer service as they require a credit card. The charges for these services will simply appear on your credit card statement, just like any other purchases you make.

HOW MUCH DOES INTERNATIONAL TEXT MESSAGING (ALSO CALLED SMS) COST?

For the $10 plan, additional sent messages are 30¢ each. Incoming standard messages are free. If you sign up for the $15, $25, $35, $45 or $55 plan, you will receive unlimited sent and received international text, picture and video messaging. Additional charges apply for premium messages (e.g. text voting, contests, chatting, registration confirmation received from a website, text alerts).

HOW DO YOU SEND AN INTERNATIONAL TEXT MESSAGE?

To send an international text, simply follow these steps:

  • Begin by downloading the International Text Messaging PDF to ensure the person to whom you're sending your text message is with an international wireless company that accepts international text messages sent from a PC mobile customer.
  • If their wireless company is on the list, just follow the same steps you would to compose a regular text message but in the "To" field type in their international cell phone number. This is the same phone number you would use if you were to call the person.
  • Type in your message (up to 130 characters).
  • Send!
HOW DO YOUR INTERNATIONAL CONTACTS SEND YOU A TEXT MESSAGE?

Your international contacts can reply directly back to your message as they would to a regular text message. Or to compose a new message, they can send the text message to your cell phone number according to their wireless company's international Text Messaging dialing instructions.

HOW MUCH IS PICTURE AND VIDEO MESSAGING?

Additional Picture and Video messages sent and received within Canada are 50¢ each.

CAN I USE MY PHONE OUTSIDE OF CANADA?

We cannot add US and international roaming features to PC mobile phones at this time. We apologize for this inconvenience to any of our impacted clients.

I'M MOVING AND WILL THEREFORE REQUIRE A NEW PHONE NUMBER. HOW DO I DO THIS?

In the event of a move, PC mobile will provide you with a new phone number. Simply call us at 1-877-284-6361, an agent will be pleased to assist you.

CAN I GIVE MY OLD PHONE TO A FRIEND TO USE?

Certainly. Once you've transferred your PC mobile account to a new PC mobile phone, your old device may be activated by your friend as a new account. Make sure you remove any personal information before giving your phone away!

IF I TRANSFER MY PHONE NUMBER AND PC MOBILE ACCOUNT TO A NEW PC MOBILE PHONE, CAN I KEEP MY EXISTING ACCOUNT CREDIT BALANCE?

Yes. Along with your phone number, we will transfer your existing account credit balance to your new PC mobile phone. Once you purchase a new PC mobile phone; to keep your existing number, plan and active funds, simply contact our Customer Service Centre at 1-877-284-6361 and a PC mobile representative will assist you.

DO YOUR PHONES SUPPORT SIM CARDS?

Yes, we now carry phones that support SIM cards. Please check out the full selection of phones here or visit The Prepaid Cell Phones Express self serve display near you.

WHY SHOULD I BUY A SMARTPHONE FROM PC MOBILE?

Because you'll be getting an excellent smartphone for an amazing price. You can talk, text, surf, stream videos, connect with social media, stay organized and more. But you don't need to shell out $500-$600 or lock in to 2-year contract.

What are the plans like?

Affordable, flexible and easy to understand. You have several options, including our $45 smartphone plan. It's a real deal with Unlimited Canada-wide anytime minutes and 1GB of data.

See all plans

WHAT ARE THE PC MOBILE TERMS OF SERVICE?

To fully understand the details of PC mobile services, please read the complete Terms of Service.

WHAT ADDITIONAL FEES DOES PC MOBILE CHARGE?

Currently, the only additional fees outside your rate plan or add-on that PC mobile may charge you for is a monthly service charge, required by the provincial governments for 911 service. Rates vary by province. For additional information, please review our PDF document on 9-1-1 Service on Your PC mobile Phone.

HOW DOES PC MOBILE HELP ME MANAGE MY ACCOUNT?

PC mobile makes it easy to manage your account 24/7. You can check your account balance and expiry date plus add funds, features and more. Here’s how.

  • Dial #PCMO (#7266) FREE from your PC mobile phone.
  • Dial 1-877-284-6361 from any other phone; just follow the easy voice prompts.
  • By downloading the My PCmobile app (visit pcmobile.ca/prepaidapp for details)
CAN I ROAM WITH MY PC MOBILE PREPAID PHONE?

At this time, PC mobile does not offer roaming to the U.S or internationally. There are some instances where legacy accounts may have the ability to roam in the U.S, but it is a feature that is no longer offered to new or existing customers. We apologize for this inconvenience.

For customers who can currently roam, see the rates below.

  • $1.45 CDN/min for airtime if you make a call to anywhere within the same US local calling area where you are physically located and $0.75/text message
  • Both of the above charges ($1.80 and $0.99) apply to all incoming calls, while roaming in the USA.
HOW DO I BLOCK CALLS TO MY PHONE PERMANENTLY OR ON A PER CALL BASIS?
  • Blocking on a per-call basis: If you have an EVDO/1XRTT phone, dial *67 before you dial the desired phone number.
  • If you have an HSPA phone, dial #31# before you dial the desired phone number.
  • Unblocking on a per-call basis: If you’ve had your display permanently blocked, you can unblock it on a per-call basis. If you have an EVDO/1XRTT phone, dial *82 before you dial the desired phone number. If you have an HSPA phone, dial *31# before you dial the desired phone number.
WHAT HAPPENS TO MY CONTENT IF I CHANGE MY DEVICE?

If you plan to stop using your device, it is your responsibility to delete any personal information and content it contains. To do so, you must reset the Device to factory settings. Please check your user guide to determine how to reset to factory settings. For a list of current user guides, click on the phones page and download your phones user guide. If you upgrade or replace your device, PC mobile may not be able to transfer your content. If your content is important to you, then ask whether the content can be transferred.

HOW DO I UNLOCK MY DEVICE?

Your PC mobile device can be unlocked upon request for no additional fee. Please note that at this time, PC mobile does not unlock CDMA devices or any non-PC mobile devices. You can contact customer service at 1-877-284-6361 who can unlock the device for you.

HOW DO I BACKUP THE INFORMATION ON MY DEVICE?

To determine how to backup the information on your device, please refer to your phones user guide. For a list of current user guides, please visit the phones page and download a copy of the user guide.

HOW DO I GET CHARGED FOR MY SERVICES AND WILL I RECEIVE A MONTHLY BILL?

With PC mobile prepaid services, you will not receive a monthly bill. You must maintain a positive balance of funds in your prepaid account in order to use the Services. To add funds to your account, you must "Top Up". Prepaid funds are valid for a specified number of days starting from the time on the day they are added to your account and any unused funds will expire at the end of the Active Period. Expired Prepaid funds will be restored if you Top Up your account within 7 calendar days of their expiry. If you Top Up your account before your existing Prepaid funds expire (or are used up), then your Top Up will be added to your existing Prepaid funds and the Active Period for the Top Up will apply to the combined amount of Prepaid funds. Prepaid funds are non-refundable. If you use an automatic Top Up program to add funds to your Prepaid account, the funds may take up to 48 hours to be deposited into your account. You cannot transfer any funds deposited into your Prepaid account to another account.

HOW DO I ADD FUNDS (TOP UP) MY ACCOUNT?

There are many ways to top up your prepaid account that are quick and easy. Simply choose the one that works best for you. Top up before your current prepaid services account expires in order to carry over any unused funds. To check your account balance and expiry date, simply dial #PCMO (#7266) FREE from your PC mobile phone.

  1. Add Funds with top-up cards. They’re available in $15, $25 and $100 denominations (good for 30, 60 and 365 days respectively) to suit your needs, and you can find them at participating stores where PC® products are sold. Keep your receipt, as you’ll need to enter the PIN printed on it.

  2. Add funds 24 hours a day through our self-serve options. Our self-serve options include:
    • Dial #PCMO (#7266) FREE from your PC mobile phone.
    • Dial 1-877-284-6361 from any other phone; just follow the easy voice prompts.
    • By downloading the My PCmobile app (visit pcmobile.ca/prepaidapp for details).

  3. Ensure you never run out of funds with Auto-Allowance! We can automatically top up your prepaid services account every month or if your prepaid account credit balance drops below $5. Easy, breezy!

    Added Bonus: Sign up to Auto-Allowance and get a 10% bonus credit to your account credit balance every month on your anniversary date as long as you are on a monthly plan!17

  4. Need funds right away? Register a credit card for Express Top-Up and quickly top up your prepaid account simply by dialing #1234 from your PC mobile prepaid phone and providing your pre-assigned PIN.

If you want a one-time top-up with a credit card, or to sign up for Auto-Allowance as well as Express Top-Up, just call 1-877-284-6361.

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