What is included in my MyPhone2Go package?

You will receive either a MyPhone2Go SIM card or device with USB cord and charger, as well as a pre-paid return mailing envelope and user guide.

Is my device compatible?

In order to rent the MyPhone2Go SIM card, your phone must both be unlocked, and be compatible with:

GSM: 850, 900, 1800, 1900 Mhz

WCDMA/HSPA+: Bands: 1/2/4/5/8 (2100/1900/1700/850/900 MHz)

LTE Bands: 1/3/4/7/17/38/40 (2100/1900/1800/1700/850/2600/900/700/800 MHz)*

*To obtain this information , go to your manufacturer's website (e.g., Apple, Samsung...), and check out the "specifications" page for your device. You will see the details you're looking for under "connectivity".  Feel free to contact us if you require support.

What cell phone provider do you use?

All of our devices are connect to the Telus network.

How can I be sure that my cell phone signal will be consistent throughout my travels?

See the coverage map on our partner’s site.

What phone number will I receive?

Each customer will be given a unique, local Canadian number. Our phone numbers will be recycled (changed) after each customer, never reused. Your number will be listed in your MyPhone2Go package and/or saved on your MyPhone2Go device.

Can I load my own personal contacts on the phone?

Yes.

Can I load my own apps on your devices?

Only with prior written consent as per our terms and conditions. Please email or text us prior to installation.

Can I tether with the phone?

Yes - only be mindful of your data allotment.

What happens if I exceed my allotted data usage?

When you rent with MyPhone2Go, you are allotted 750MB of data per day. If you ever reach your maximum allowance, you will receive a text message from us.  You can then either: (1) Elect to switch your cellular data “off” and use available Wifi, (2) Pay for overages ($1.00/MB), or (3) Purchase additional data from us (Cost: $5 for 500MB).

What about international calls/texts?

International text messages are free. International calls will be subject to our partner’s rates.

What are my payment options?

Customers can check out  using their VISA, MasterCard, or Discover Card.

What if I don't know how long I'll need the SIM card/phone for?

We will gladly make special arrangements, please contact us. We do recommend that you book your rental for the estimated minimum amount of days you will require connectivity, as you can add additional days to your rental by simply contacting us.

How far in advance do I need to reserve?

In order to assure timely delivery, we require that all reservations be made at least 7 days in advance.  If you require special accommodation, please contact us.

Can I use the SIM card with a different device than the one I rented?

No. With exception of our own SIM card rental which can be placed in any unlocked and compatible device, removing or tampering with the SIM card in the MyPhone2Go devices will result in immediate suspension of services and collection of recovery fees.

How will I get my rental once I pay for it?

We ship all of our products to Canadian addresses (e.g., residential, hotel, Canada Post locations for SIM cards, and/or UPS locations for devices).  All of our mailers are registered and tracked.  You will receive a tracking number in order to keep an eye on your rental.

How do I return my rental to you?

You will be provided with a return mailer in the package you receive. At the end of your rental period, simply attach the label and drop it in the nearest mailbox, or courier office.

I have lost my return envelope.

In the event that you have lost your return envelope, please contact us as soon as possible. We will email you another copy of your pre-paid return label which you can affix to a bubble mailer. You will be responsible for replacing the bubble mailer, but the cost to ship is covered by your replacement label.

What happens if I return late?

We give all of our customers a 24 hour grace period to mail their SIM card/devices beginning at 11:59pm of the final day of the rental period.  As all of our return envelopes will be tracked, you will be charged for each additional day we note that your package has not been shipped out.  Please contact us as soon as possible in such an instance to avoid being charged for a lost device. 

Do you ship internationally?

No. For security reasons and to maintain low S&H costs for our customers, MyPhone2Go mails only to Canadian arrival addresses (residential, hotel/business, or UPS location).

Does somebody need to be home if I'm shipping to a residential address?

For security purposes, MyPhone2Go requires a signature for all packages. If no one is home to receive a package, a note will be left on the door for pickup at the nearest Canada Post or UPS location (for SIM cards or devices, respectively).

How will you be sure that any scratches/damage to the phone didn't occur in shipping? I don't want to pay for damage I didn't cause.

You don’t pay for scratches or light damage. We simply ask that our customers to treat the phones as their own and return them in the same state as they would like to receive it. We will, however, charge the deductible in case of damage beyond repair (water damage, broken screen) or loss. We will ship all of our devices to you in a secure package, and provide you with a bubble return envelope in order to protect our phones in transit.

Why is a deposit charged for device rentals?

In order to discourage device theft and mistreatment, MyPhone2Go charges the cost of device insurance in the form of a refundable deposit.  Your credit card will be charged the $400.00 deposit at the time your payment is processed.  The same credit card will be refunded the full deposit amount when your phone is returned to us.

What advantage is there in purchasing US roaming?

If a MyPhone2Go customer is travelling to the United States during their stay in Canada, all roaming charges applicable to Canadian cell phone users will apply.  Alternatively, for $8/day, customers can avoid roaming overages and continue to enjoy unlimited talk and text to Canadian numbers, 750MB/day data usage, and unlimited text to international numbers (*international calls will be subject to additional charges as per our partner's rates).

What if I only plan to travel to the US for a portion of my stay?

You can purchase US roaming for the specific number of days you will require it.

What if I do not know which days I will be going to the United States?

No problem.  Simply text MyPhone2Go on the days you would like the US roaming you have purchased to be activated.

I did not purchase US roaming, but am making an unplanned day trip.

No problem. Simply call, email or text MyPhone2Go, and we will activate US roaming for a charge of $8/day.

How do you ensure the security of any personal information found on the device I rent?

All MyPhone2Go devices are wiped clean when returned to ensure all personal data is removed. Still, it is highly recommended that you remove any personal information from the device prior to returning it.