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Got Questions?
Frequently Asked Questions
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General
- What is included with the Petro-Canada Mobility handset purchase?
- $0.25 per minute local calling any time of the day, any day of the week
- Petro-Canada Mobility handset
- Battery and standard charger
- $2.50 start-up credit
- User guide
- Quick reference guide
- What services are included when I join Petro-Canada Mobility?
- Voice mail
- Caller ID
- Call waiting
- Three-way calling
- Do I need a Petro-Canada mobile phone to use this service or can I use a phone from another mobile carrier?
Yes, you must be using a Petro-Canada Mobility branded mobile phone. We do not support the use of other handsets.
- Are there any contracts to sign?
No, there are no contracts to sign.
- Are there any activation fees?
No, there are no hidden activation fees whatsoever.
- Will I need to go through a credit check?
No credit check is required for a prepaid account.
- Will I ever receive a bill for services that I've used?
No, you will never receive a Petro-Canada Mobility bill. Any charges you incur for calls or text messaging are automatically deducted from your account balance.
- Can I forward my Petro-Canada Mobility phone to my home or office?
No; we do offer call waiting and conference calling, but call forwarding is not available with this service.
- I want to buy a Petro-Canada Mobility phone at Sunoco. Can I earn Sunoco Performance Points?
Yes. When you purchase Petro-Canada Mobility products and services at participating Sunoco locations, you will earn points when you swipe your Sunoco Performance Points card.
- When I make a Petro-Canada Mobility purchase, can I collect Petro-Points and Sunoco Performance Points so that I earn points for both reward programs?
No. When you purchase Petro-Canada Mobility products and services, you may collect either Sunoco Performance Points or Petro-Points — but not both.
For example, when you purchase Petro-Canada Mobility products and services at participating Sunoco locations, you will earn points when you swipe your Sunoco Performance Points card.
Likewise, you may only collect Petro-Points when you purchase Petro-Canada Mobility products and services at Petro-Canada sites or at pcmobilitysite.com.
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Activating Your Account
- How do I activate my handset?
- Ensure that your Petro-Canada Mobility phone is turned off.
- Turn to the seven-digit activation code printed on the front cover of the Quick Start Guide.
- Call the Petro-Canada activation line at 1(800) 596-9935
- Write down your new number.
- Can I keep my existing cell phone number?
Yes, please see the Number Portability section for more information.
- Can I choose my own Petro-Canada Mobility phone number?
Unfortunately, Petro-Canada Mobility does not enable choice of a phone number.
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Number Portability: Retaining An Existing Cell Phone Number
- What is local number portability?
Local number portability enable Canada's wireless phone subscribers to retain their phone number when changing service providers. This is similar to the system which is currently in place for home and business numbers. The country's major wireless carriers have given their customers the option to "port out" their phone numbers (in most areas).
- Can I port my landline phone number to wireless?
Yes, in some cases you can keep the same phone number when transferring your landline phone service to wireless service. However, in some rural areas numbers are not eligible for number portability. Please call the Petro-Canada Activation line at 1 (800) 596-9935 to see if your existing number is eligible to be ported to Petro-Canada Mobility.
- Can I port my existing prepaid or postpaid wireless number to Petro-Canada Mobility?
Yes, it is possible to transfer a phone number from either a prepaid or postpaid wireless service. But before considering a switch, ensure that your phone number is still active with your existing service provider. Any unused airtime minutes from your current provider will be lost. You will not be able to carry unused phone time to Petro-Canada Mobility.
- How does my phone number get ported in to Petro-Canada Mobility?
- Check the eligibility of your current phone number.
- Choose a Petro-Canada Mobility phone
- Get ready to transfer your number by gathering the required information.
- Ensure the phone number is active.
- Call the Petro-Canada Activation Line at 1 (800) 596-9935 to initiate the process. This will take about two hours.
- Use your new number on your Petro-Canada Mobility phone.
Learn more about porting over your existing phone number 
- Will I be able to keep my existing phone when I make the switch to Petro-Canada Mobility?
No, you will need to purchase a new Petro-Canada Mobility phone.
- How long does it take to transfer my existing number to Petro-Canada Mobility?
Transferring your number takes about two hours, during normal business hours. With certain rural numbers it may take up to 72 hours to complete. During this time you can still use your old number and mobile phone. Once the transfer is complete, your old phone will stop working and your Petro-Canada Mobility phone will now work with your old number.
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Online Features
- Where can I buy airtime for my Petro-Canada Mobility phone?
You can buy airtime online or at any participating Petro-Canada or Sunoco location.
- Can this website help transfer funds from one phone to another?
No, you can only buy airtime for the phone number that you use as a login.
- Can I track my minutes on a monthly basis?
Yes, you can view your account statement and see the balance online.
- Where can I find the Petro-Canada Mobility terms and conditions?
The terms and conditions are available in a footer link on every page of this website as well as when you register online.
- Do you have a refund policy?
If you’re not satisfied with your Petro-Canada Mobility™ prepaid phone within 15 days of your purchase, call customer service at 1(800) 668-0220 for a full refund.
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Online Registration
- Do I have to register my phone if I want to buy airtime online?
Yes, you will need to create an account profile which requires your current Petro-Canada cell phone number as the login.
- Why should I register online?
By registering online, you can view your account balance and statements online. This allows you to monitor your account and verify your purchases. Airtime can now conveniently be purchased online in four denominations. As well, you can now see the great promotions that Petro-Canada offers by navigating through our website.
- Am I going to receive any information about Petro-Canada promotions if I put down my contact information?
If you choose to opt in at registration, then Petro-Canada may send your promotions periodically.
- What if I forget my password?
Before logging in, you can select the Forgot password? option and your password will be sent to the email address you registered with.
- What do I do if I have a login issue?
If there is an issue logging in, you can call Petro-Canada Customer Care at 1 (800) 668-0220.
- What is the verification code?
This is an extra security check that prevents against SPAM, automatic registration and inappropriate use of the site. It is not a password or any form of your personal information.
- Do I have to activate my phone first before I register online?
You do not have to activate first before you register online. You can activate your Petro-Canada Mobility phone online. If you would like to port your number, you must follow the steps outlined in the Quick Start Guide.
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Online Activation
- What is an activation code and where do I find it?
The authorization code is needed for activation of your Petro-Canada mobility handset. This seven-digit code is printed on the front cover of your Quick Start Guide.
- What do I do if my city is not listed in the registration screen?
You should select a city that you would like to have your local calls originate from.
- How long do I wait for my phone to be active once I fill out my information online?
Your phone will be activated immediately after you complete the two-step activation process.
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Online Payment Options
- What are the different methods of payments?
Accepted forms of payment include MasterCard, American Express, Visa and Interac.
- Can I use Petro-Points to buy airtime?
Yes, but not on this website. You can redeem your Petro-Points at participating Petro-Canada locations for airtime. Please see our reward guide for the different redemption levels.
- Is there a minimum/maximum amount of airtime I can purchase in one month?
The maximum amount of airtime you can purchase online is $150 per phone each month.
- Can I purchase airtime using a Petro-Canada gift card?
No.
- Can I cancel a transaction?
Once your payment information is processed, it cannot be refunded.
- Can I buy airtime as a gift for someone else?
Yes, but you will have to login to their account or give them your credit card information. This is because airtime is automatically loaded to the handset phone used as a login.
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Automatic Airtime Purchase
- Can I set up automatic purchases?
Yes. Using our Automatic Airtime Refill option, you can set up automatic purchases each time you make a purchase on our website.
- How do I set up automatic airtime purchases?
Each time you make a purchase on our website you will be asked if you want to make that purchase automatic. If you would like to use our automatic airtime purchase option, select “yes” to proceed with the set-up.
- Can I change my automatic airtime purchase once it has been set up?
No. Once you have set up your automatic airtime purchase the only way to change it is by cancelling the automatic airtime purchase. Once you have cancelled it you will be able to set up a new one. All cancellations must be made before your next payment is due. The due date of your next payment can be found in the Account Profile section of our website.
- Can I cancel my automatic airtime purchase?
Yes. You can cancel purchases; however, all cancellations must be made before your next payment is due. The due date of your next payment can be found in the Account Profile section of our website.
- Can I replace my credit card number?
Once you have set up an automatic airtime purchase, you cannot replace your credit number. If you would like to replace your credit card number you must cancel your automatic airtime purchase and set it up again using the new credit card number.
- What are my payment options for an automatic airtime purchase?
We accept Visa, MasterCard and American Express. You cannot use Interac for automatic airtime purchases; however, you can use Interac to make one-time purchases.
- What happens if my scheduled purchase is declined?
If your scheduled purchase is declined, all automatic airtime refills will be cancelled. In order to continue automatic airtime refills, you will need to set it up again.
- Can I set up automatic airtime refills without making a purchase?
No. Automatic airtime purchases can only be set up as you are making a purchase.
- Do my minutes carry over when I purchase more airtime?
Yes. If additional funds are placed into your account before the current account balance expires, the existing balance will roll over to the new expiration date.
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Petro-Canada Handset Return Policy
- Do you have a refund policy for cell phones?
Yes. You can receive a full refund for your cell phone by calling Petro-Canada Customer Service; however, airtime is not refundable. Your phone must be sent back to Petro-Canada’s Customer Service department in Toronto within 15 days from the date of purchase. Once your phone is received and inspected, you will be sent a cheque. A full copy of the Petro-Canada return policy can be found in the terms and conditions.
- Do you have an exchange policy?
We do not do direct exchanges. In order to exchange a phone you must purchase a new phone and receive a refund on your original phone. However, you are able to keep your current phone number and airtime by transferring your SIM card.
Security Online
- Does Petro-Canada hold my credit card information on this site?
No, the credit card information is collected and processed by Moneris. Petro-Canada does not hold this information.
- What is a CVD number and why do I need it?
A Card Validation Digit (CVD) is a three- to four-digit code on the back of a credit card (for Visa and MasterCard). This helps ensure that the customer making the purchase is actually in possession of their credit card and therefore reduces the accounts of fraud.
- What is Verified by Visa (VbV) and do I have to register?
Verified by Visa (VbV) is a program designed to help make shopping online more secure. By registering a password for a Visa card with the VbV service, and shopping online at VbV-enabled merchants, your card can only be used by you to make online purchases. VbV is available at no cost exclusive to Visa cardholders. For more information please visit the Verified by Visa website at http://www.visa.ca/en/personal/securewithvisa/vbv/
You are not required to register in order to buy airtime. However it is highly suggested for your own fraud protection that you do so.
- What is SecureCode by MasterCard and do I have to register?
MasterCard SecureCode is a simple and secure way to pay at thousands of online stores. A private code known only to you and your bank, your SecureCode enhances your existing MasterCard account by protecting you against unauthorized use of your card when shopping online at participating online retailers. For more information, please visit the MasterCard SecureCode website at http://www.mastercard.com/us/personal/en/cardholderservices/securecode/index.html
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Availability of Products Online
- Can I buy prepaid phones/bluetooth headsets online?
No, only airtime can be purchased online. However you can use the site locator to find a Petro-Canada location near you to purchase a prepaid phone or wireless accessory.
- Can I buy any of the Nokia chargers online?
No, but individual chargers can be purchased at one of our 670 Petro-Canada locations.
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Rates
- How much do calls cost?
- $0.25 per minute for all local calling
- $0.50 per minute for all long-distance calling (within Canada and the U.S.)
- What do I get charged if I don't call for an entire minute?
Petro-Canada Mobility uses per-minute billing. Thus, the cost of every call you make or receive is deducted from your account balance in full-minute increments. If you talk for 45 seconds, it is rounded to one minute and $0.25 will be deducted. Similarly, one and a half minutes is rounded to two minutes ($0.50).
- Do the rates ever change depending on weekday or weekend or time of day?
No — the rate is always $0.25 per minute any time of the day, any day of the week.
- Are there any monthly service charges or system access fees to pay?
There are no system access fees with Petro-Canada Mobility. Currently, a monthly service charge of $0.99 is required across Canada for 911 services and will be deducted automatically from your account balance.
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Managing Your Account
- How can I contact Petro-Canada Mobility customer service?
Simply call 611 from your Petro-Canada Mobility handset for account information such as account balance (a free call), or call toll-free from a landline phone by calling the Petro-Canada Mobility customer service number: 1-866-788-3475
- How do I check my Petro-Canada Mobility airtime balance?
Simply dial *777 and press the Send key from your Petro-Canada Mobility phone.
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Airtime
- How do I add airtime to my account balance?
- Purchase a Petro-Canada Mobility airtime refill at any participating Petro-Canada or Sunoco location within Canada.
- Airtime is available in $15, $25, $50, and $100 denominations. Plus, when you use your Petro-Points card or your Performance Points card you’ll always earn reward points on all airtime purchases.
- Dial *888, a free call from your wireless phone.
- Enter the PIN number printed on the front of your Petro-Canada Mobility airtime receipt when prompted.
- You will hear a confirmation of your new account balance. Press the End key to terminate the call.
- Can I add phone time to my Petro-Canada Mobility account using another provider's airtime refill card?
No. You can only top up your phone using Petro-Canada Mobility airtime refill cards, available at all participating Petro-Canada locations within Canada.
- What denominations of Petro-Canada Mobility refill airtime are available?
Refill airtime is available in $15, $25, $50, and $100 denominations.
- Will my airtime ever expire?
Yes, $15 will expire after 30 days, $25 will expire after 120 days, $50 airtime will expire after 180 days and $100 airtime will expire after 365 days. You can prevent your airtime from expiring. If additional funds are placed into your account before the current account balance expires, the existing balance will roll over to the new expiration date. Your minutes will carry forward.
- What happens if my airtime expires?
If your airtime expires, you have 45 days to refill your account before your service is disconnected. If that happens, you may also lose your Petro-Canada Mobility phone number. Fortunately, you can reconnect your Petro-Canada Mobility service, but additional charges will apply and a new mobile number may be assigned to you.
- Can I buy Rogers airtime refills at Petro-Canada for my Petro-Canada Mobility phone?
No, only Petro-Canada Mobility airtime vouchers will work on Petro-Canada Mobility phones.
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Buying Airtime Online
- Is my money automatically loaded to my phone?
Yes, once your credit card information is verified, your airtime is automatically loaded to your Petro-Canada Mobility prepaid phone.
- How do I know if my airtime was loaded onto my phone?
You can check your account balance online or on your phone to ensure that the airtime was loaded.
- What is the time delay from the transaction until the time is loaded to my phone?
There is no time delay between payment and the loading of airtime to the phone. Once your credit card information has been verified and the funds have been successfully transferred from your account, the phone will be loaded with airtime.
- Who do I call if I have issues with loading my phone with airtime?
If you have a problem loading your phone, you can call the Petro-Canada Customer Care phone number: 1 (800) 596-9935
- Can I return my airtime if I buy too much of it?
No, Petro-Canada has a no refund policy on the purchase of airtime. The full refund policy is available in our Terms and Conditions.
- My airtime has expired. How long do I have top up my airtime before the service is disconnected?
If your airtime expires, you have 45 days to refill your account before your service is disconnected.
- Can I buy a $100 PIN and split it between two phones?
No, airtime purchased online will be automatically loaded to the phone number that is used as a login. Airtime can not be shared amongst phones.
- Will I get a warning before my airtime expires?
Yes, if your balance is below $5, you will receive a prompt before your current call is completed.
- Do I have to pay a transaction fee to load my phone?
There is no transaction fee associated with loading your phone with airtime
- Do I need to print out my receipt to get my PIN?
No, airtime is automatically loaded to the phone number that is used as a login. Therefore no pin needs to be entered when purchasing airtime online.
- What is the minimum amount I need to top up my phone?
If your airtime expires, you have 45 days to refill your account before your service is disconnected.
- Will my minutes carry over if the days of service expire?
No, minutes do not carry over if the days of service have expired.
- When do the days of service expire for the different denominations?
| Denominations |
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Days of Service |
| $15 |
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Up to 30 days of service |
| $25 |
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Up to 120 days of service |
| $50 |
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Up to 180 days to service |
| $100 |
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Up to 365 days of service |
- Can I make international calls on my phone?
Yes, as long as you make the call within areas where Petro-Canada offers service. All international and long-distance calls are subject to various rates per minute.
- Can I send an international text message?
Yes, as long as the message is sent from an area where Petro-Canada offers service. All international text messages are subject to additional service rates.
- If I buy a $100 PIN with 365 days of service and I use all of my airtime, what happens to the days of service?
The days of service will expire once all the airtime has been used.
- If I purchased a $100 PIN and used all my airtime before my 365 days of service and then subsequently purchased a $25 pin, would I have 395 days of service?
No, days of service expire once the airtime has been used. Once the $100 PIN has been used, the 365 days of service will expire. If you choose to purchase a $25 PIN, you will have up to 120 days of service upon activation.
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Voice Mail
Note: Airtime charges apply only when leaving or checking messages using your Petro-Canada Mobility phone. No charges will apply when leaving or checking messages using another phone.
- How do I get a voice mailbox password?
Your temporary voicemail password can be found on the front of the Quick Start Guide.
- How do I set up my voice mailbox?
Press and hold the "1" key on your Petro-Canada Mobility phone and follow the voice prompts; or, dial your 10-digit mobile phone number. Once you hear the voice mail greeting, press the pound (#) key and follow the voice prompts.
- How do I retrieve my voice mail messages?
- Press and hold the "1" key from your mobile phone or dial your 10-digit mobile phone number from another phone.
- When you hear the greeting, press the pound (#) key.
- Enter your personal voice mail password and follow the voice prompts.
- You may also check your voice messages from any other phone by dialling your 10-digit mobile phone number and pressing the pound (#) key when the greeting begins.
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International Long-Distance Calling
- What are the long-distance rates within Canada and the U.S.?
Long-distance calling within Canada and the U.S. is only $0.45 per minute.
- What are the international calling rates outside of Canada and the U.S.?
Since these rates are continually changing, please contact customer service using 611 from your Petro-Canada Mobility phone. Or dial the Petro-Canada Mobility customer service number from any landline phone.
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Text Messaging/Short Message Service (SMS)
- How much does text messaging cost?
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Outgoing Message |
Incoming Message |
Area |
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5¢ |
5¢ |
Canada |
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10¢ |
5¢ |
United States |
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25¢ |
5¢ |
Outside of North America |
- Can I send or receive text messages through instant messaging (e.g., MSN)?
No, Petro-Canada Mobility handsets do not have this capability.
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Coverage Area
- Where does my Petro-Canada Mobility phone work?
The Petro-Canada Mobility service operates on the largest, integrated wireless voice and data network in Canada. Refer to the coverage map provided in the brochure or view complete details on network coverage online.
- Can I use my Petro-Canada Mobility phone outside of Canada?
Like many other prepaid programs offered in Canada, Petro-Canada Mobility does not work outside Canada.
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Petro-Points
- How many Petro-Points can I earn with Petro-Canada Mobility purchases?
When you buy a Petro-Canada Mobility phone or Petro-Canada Mobility airtime refills, you’ll earn 20 points for every $1 spent!
- Can I redeem my Petro-Points for Petro-Canada Mobility products?
Absolutely! In fact, you'll have better redemption rates on Petro-Canada Mobility airtime refills and handsets! Check out our Petro-Points rewards browser for more Petro-Canada Mobility rewards.
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Mobile Internet
- How much does it cost to use the Mobile Internet?
The monthly service fee is $10 per 30-day period. If on the 30th day you do not have sufficient funds in your account for this amount the feature will be disabled. You will need to request the service re-added to your account once you have added funds to your account.
- What sites can I visit using the Mobile Internet?
Mobile Internet gives you access to all websites that are suitable for mobile devices. From your handsets WAP browser simply enter the URL/Internet address of the site you wish to visit.
- Can I send e-mail using the Mobile Internet?
Yes. If you have an e-mail service that offers a Mobile portal you may access that service from your Petro-Canada Mobility handset.
Note: At this time we do not offer support for mobile device e-mail applications that are built in to some phones.
- Can I upload Pictures to my favorite Picture storage website?
Yes. Some picture messaging sites do support the upload of pictures from mobile devices without the use of e-mail.
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Mobile Store
- How much does it cost to view the Mobile Store?
A subscription to the Mobile Internet Service is required to access the Mobile Store. However, there is no charge to preview content on the mobility.petro-canada.com website. The cost of ringtones, wallpapers and games varies and the price will be displayed prior to purchase.
- Can I use a data-capable phone that I purchased elsewhere to download content from the Mobile Store?
No. Since the content is handset specific, only phones purchased from Petro-Canada Mobility are supported.
- I purchased a Nokia 2610 phone from Petro-Canada Mobility. Can I access the Mobile Store?
Yes. Simply contact Petro-Canada Mobility Customer Service at 1(866) 788-3475 to have the configuration sent to your phone.
- I attempted to download wallpaper from the Mobile Store but the download failed. Am I billed for this?
No. You are only billed for content that has been downloaded successfully.
- Is all content available for all Petro-Canada Mobility phones?
No. Since phones vary in screen sizes and capabilities, not all content is available for all models.
- Can I send or transfer content that I downloaded on my phone to another phone?
No. All content is protected with DRM (Digital Rights Management).
- I attempted to download a wallpaper/ringtune/game and I was charged but it doesn’t work.
Contact Petro-Canada Mobility Customer Service and they will investigate the issue.
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Return Warranty Policy
- What is Petro-Canada Mobility's return and warranty policy?
Yes. You can receive a full refund for your cell phone by calling Petro-Canada Customer Service; however, airtime is not refundable.
Your phone must be sent back to Petro-Canada’s Customer Service department in Toronto within 15 days from the date of purchase. Once your phone is received and inspected, you will be sent a cheque. A full copy of the Petro-Canada return policy can be found in the terms and conditions.
Your Petro-Canada Mobility handset has a one-year manufacturer’s warranty against manufacturing defects. This warranty does not include normal wear and tear, or damage caused by dropping or otherwise breaking the phone or any of its parts.
To contact the manufacturer for any hardware related issues, call 1 (888) 22-NOKIA.
Please refer to Petro-Canada Mobility Terms and Conditions for complete details.
- Can I get a refund on airtime?
No, airtime is non-refundable.
If you return a Petro-Canada Mobility phone, any usage charges prior to return are non-refundable. This includes charges such as airtime or text messaging (SMS) costs, long distance fees, or any additional fees associated with using the Petro-Canada Mobility service.
- What is the return policy on the BH-200 Bluetooth headset?
Due to health issues concerning the ear piece, we cannot accept returns of the BH-200 Bluetooth headset.
If you are experiencing hardware issues with your Bluetooth headset, please call Nokia at 1 (888) 22-NOKIA or 1 (888) 226-6542.
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Customer Care
- I am not yet a customer, but I'm very interested in finding out more about Petro-Canada Mobility. Who can I contact?
If you are not yet a Petro-Canada Mobility customer but would like to find out more information about the program, please call us at 1 (800) 668-0220 or (647) 837-2471 in Toronto. You can also send an email to custsvs@petro-canada.ca.
- I have recently purchased or received a new Petro-Canada Mobility phone. Who can I contact to activate it?
To activate your Petro-Canada Mobility phone, call the number listed on the front of the Quick Start Guide.
- I am an existing Petro-Canada Mobility customer and would like to inquire about my account. Who do I call?
If you are an existing Petro-Canada Mobility customer and require support from our customer service team, please dial 611 from your Petro-Canada Mobility handset, or use a landline to call us at the number listed in the Quick Reference Guide.
- My Nokia phone from Petro-Canada Mobility doesn't seem to be working, and I think there's a problem with my cell phone. Who can I contact?
If you are experiencing a hardware issue with your Nokia phone, please call Nokia directly at 1 (888) 22-NOKIA or 1 (888) 226-6542.
- My Bluetooth headset doesn't seem to be working properly. Who can I contact?
If you are experiencing hardware issues with your Bluetooth headset, please call Nokia at 1 (888) 22-NOKIA or 1 (888) 226-6542.
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