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Questions?

Getting Started
The Plans
Activation and Registration
Loading Your Account with Account Top Ups
Petro-Canada Mobility SIM Cards

Managing Your Account
Return Policy and Customer Care
Cell Phone Features
Collect Petro-Points
Buying Online

1. Getting Started

a)		What is included with my Petro-Canada Mobility™ mobile phone purchase? Petro-Canada Mobility cell phone Petro-Canada Mobility SIM card Battery and standard charger unit $2.50 start-up credit User Guide Quick Reference Guide
b)		What services are included when I join Petro-Canada Mobility? Free voice mail Free caller ID Free call waiting Free three-way calling Free incoming text messages
c)		Do I need a Petro-Canada Mobility mobile phone to use this service or can I use a cell phone purchased from another wireless carrier? You can purchase a Petro-Canada Mobility SIM card to use our services, as long as you have an unlocked GSM phone. See the Petro-Canada Mobility SIM card section for details
d)		Are there any contracts to sign? No! There are no contracts to sign.
e)		Are there activation fees? No! There are no hidden activation fees.
f)		Will I need to go through a credit check? No credit check is required for our prepaid service.
g)		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.
h)		Can I move my existing phone number onto my new Petro-Canada Mobility cell phone? Yes, you can move your current home or cell number onto your Petro-Canada cell phone with our Number Portability process.
i)		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 $1.25 is required across Canada for 911 services and will be deducted automatically from your account balance on either the Anytime Plan or the Monthly Plan.
j)		Do you have a refund policy on your cell phones and SIM cards? If you're not satisfied with your Petro-Canada Mobility prepaid phone within 15 days of your purchase, please call our Customer Service team at 1 (800) 668-0220 (TTY: 855-717-5543) for a full refund. See Return Policy and Customer Care for details. The same process applies whether you purchased your phone in-store, or online. All SIM card sales are final and cannot be refunded. If you discover that your SIM card does not work in your handset, you can purchase a Petro-Canada Mobility cell phone at most retail locations.
k)		Does Petro-Canada offer roaming? Petro-Canada Mobility operates on a national network that covers 98.6% of Canada, which means you will always be on our network and will have no need to roam. Please see the coverage map for details.
l)		What can I buy online from Petro-Canada Mobility? We offer the Nokia C3 handset, Nokia 1616 handset, the Nokia DC-4 Car Charger and the Petro-Canada SIM card for sale online. You can also purchase account top-ups for your Petro-Canada phone online.

2. The Plans

How many plans does Petro-Canada Mobility offer?
We offer two prepaid cell phone plans:

What is the difference between the Anytime Plan and the Monthly Plan?
The difference between these two types of prepaid plans is your choice of services. What they share in common is your ability to control your account.

The Monthly Plan is ideal for customers who use their cell phone often and want control over their usage features (i.e., talk, text, and web browsing).

A Monthly Plan offers a choice of six different service bundles of airtime, texting and data browsing. Each plan has a set fee with services billed to your account each month. Long distance charges are extra. If you ever require more services than your monthly service bundle provides, you can purchase prepaid account top up vouchers to extend your account balance and ensure your services continue month to month. You control your account balance at all times.

The Anytime Plan is ideal for casual mobile phone users who want airtime usage flexibility. You buy the airtime you need when you need it, through the purchase of prepaid account top up vouchers. You control your usage and your balance.

Does my account balance have an expiration date?
Your account balance is determined by the purchase of prepaid account top up vouchers, regardless of what plan you are on. This allows our customers to control their account usage and their spending. The expiration date of these vouchers is based on the denomination purchased. Both Monthly Plan and Anytime Plan customers can purchase prepaid account top up vouchers in the following denominations:

Denominations	Days of Service (for the Anytime Plan)
$15	Up to 30 days of service
$25	Up to 120 days of service
$30	Up to 120 days of service
$40	Up to 120 days of service
$50	Up to 180 days to service
$100	Up to 365 days of service

When your account balance is low, you simply purchase a new prepaid account top up voucher and apply it to your account.

An additional fee of $1.25 for 911 fees will be deducted to your account on a monthly basis. Long distance charges and directory assistance charges are extra.

Days of service expire when account balance value is depleted.

Can I switch between Monthly Plans and Anytime Plans?
Yes. Current customers on the Monthly Plan or the Anytime Plan can switch services.

There are three ways to switch your plans:

Log in to your online account
Call Petro-Canada Mobility Customer Service at 1 (866) 788-3475
Dial 611 from your Petro-Canada Mobility mobile phone

If I decide to switch from the Monthly Plan to the Anytime Plan, will my unused airtime minutes from my Monthly Plan service bundle be transferred to the Anytime Plan?
No. Any remaining local voice or text messages will be lost, but you will retain your account balance.

If I decide to switch between plans, how will I know when the switch takes effect?

If you switch from an Anytime Plan to a Monthly Plan, an SMS message will be sent to your mobile phone to confirm that the change in your account status is complete.
If you switch from a Monthly Plan to an Anytime Plan, we will not send an SMS message. The removal of the plan is immediate and any unused minutes, text messages and data will be removed. Airtime and the price of the plan are not refunded.
If you switch to another Service Bundle, the switch is immediate and any unused minutes, text messages and data will be removed. Airtime and the price of the plan are not refunded.

What are your local and long distance calling rates?
The Monthly Plan:

Local calling rates are 30 cents/minute
Long distance rates are 25 cents/minute on top of local calling rate

The Anytime Plan:

Local calling rates are 25 cents/minute
Long distance rates are 25 cents/minute on top of local calling rate

Note that long distance calls can only be made from within Canada.

1. The Anytime Plan

How do I sign up for the Anytime Plan?
Everyone is on the Anytime Plan unless they select the Monthly Plan. Just purchase your prepaid account top up vouchers at participating Petro-Canada locations. To activate the voucher, you have two options:

Dial *888 from your Petro-Canada Mobility cell phone and follow the prompts
Call Petro-Canada Mobility Customer Service at 1 (866) 788-3475

Does my account balance carry over when I top up my account with a new prepaid account voucher?
Yes. Your account balance will carry over if you top up your account before the current account balance expires. The existing unused airtime balance will carry over to the new expiration date of the most recently applied prepaid account top up voucher.

Does my Anytime Plan account balance ever expire?
The Anytime Plan requires prepaid account top up vouchers to remain active. If your account top up expires, you have 45 days from the point of your account expiry to refill your account. If you do not refill your account in that time, your Petro-Canada Mobility mobile number will be re-assigned and you will lose your Petro-Canada Mobility number. You can reconnect your Petro-Canada Mobility service but additional charges may apply and you will receive a new mobile phone number.

2. The Monthly Plan

a)		How do I sign up for the Monthly Plan option? There are three ways to sign up for the Monthly Plan: Log in to your online account. Call Petro-Canada Customer Service at 1 (866) 788-3475 Dial 611 from your Petro-Canada Mobility mobile phone
b)		How does my account balance work? On the Monthly Plan, you have a choice of six service bundles, billed at a set rate every 30 days (one month). You deposit funds into your account using prepaid account top up vouchers or by automatic account top up payments from your debit or credit card. Every 30 days the fee for your service bundle is withdrawn from this account. You determine the funds in your account at all times. It is a good idea to maintain an active account balance at all times to cover your monthly service bundle and out-of-plan charges.
c)		What is the expiration date for my Monthly Plan service bundle? At the end of the 30-day (month) period from your date of activation, the Monthly Plan service bundle will renew. Any unused balances from your service bundle will not carry over. You need to have sufficient funds in your account balance to continue your service bundle. Only extra account top up vouchers added to your account can carry a balance forward, until their specified expiry period.
d)		What happens if I don't have enough money in my account on the expiry date of my Monthly Plan service bundle, when funds are to be deducted from my account? If your account balance does not have sufficient funds at the time of your Service Bundle renewal, we cannot renew your Monthly Plan bundle. Our system will attempt to renew your Monthly Plan Service Bundle every night between 1 a.m. and 3 a.m. central time. However, if you have an account balance less than your Monthly Plan service fee, you can still use your cell phone. Funds will be deducted from your account balance based on the out-of-plan service rates. This airtime will apply until your Monthly Plan Service Bundle is restarted, at which point you will return to your Monthly Plan Service Bundle fees, for the 30-day period.
e)		What happens if I use all of my airtime from my Monthly Plan before my 30 days are up? As long as you have funds available in your account you can use your mobile phone as you normally would; however, you will be charged at the out-of-plan service rates. Visit the Monthly Plan page for more details
f)		Can I purchase additional prepaid account top up vouchers if I run out of my Monthly Plan airtime minutes? Yes. If your Monthly Plan airtime or text service bundle usage runs out prior to your Monthly Plan's 30-day expiry, you can purchase prepaid account top up vouchers online or at any participating Petro-Canada location. You will be charged Petro-Canada Mobility out-of-plan service rates. This airtime will apply until your Monthly Plan service bundle is restarted on the anniversary of your activation date, at which point you will return to your Monthly Plan service bundle fees, for the 30-day period.
g)		What are the out-of-plan service rates? Out-of-plan service rates are standard charges for airtime or services applied when you are not on a service bundle or your service bundle usage has expired. This allows you to continue to use your mobile phone, so long as you have funds available in your account. These charges will be automatically deducted from your account based on your usage. Learn more about the Monthly Plan and out-of-service rates
h)		Does the balance of my Monthly Plan's service bundle (airtime minutes and outgoing text messages) carry forward each month? No, all Monthly Plans are set for a 30-day period that takes effect on the anniversary of your activation date. This renews every 30 days with a fresh balance, rated according to your choice of Monthly Plan service bundles. Unused airtime or services do not carry forward.
i)		When adding the Monthly Plan, please remember the following: The plan will be added within 30 minutes, however, it could take longer if the system is congested You will be advised by text message when your plan has been successfully added or renewed Your account will not be charged for the plan until it has been added. Please ensure you do not deplete your previous balance before the new plan is added.

3. Activation and Registration

a) Activating Your Phone

How do I activate my Petro-Canada Mobility mobile phone?
There are two ways to activate your Petro-Canada Mobility mobile phone:

To activate online, visit Activate My Phone to activate now, or visit Online Activation for more information.

To activate by phone, follow these steps:

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 cell phone 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?
No, Petro-Canada Mobility cannot provide the option to choose a phone number.

b) Activating Your Phone Online

1.		Where do I go to activate my Petro-Canada Mobility cell phone online? Visit Activate My Phone, and follow our two-step activation process.
2.		What is an activation code and where do I find it? You will need the authorization code to activate your Petro-Canada Mobility handset. This seven-digit code is printed on the front cover of your Quick Start Guide.
3.		What do I do if my city is not listed in the registration screen? You should select the city where you would like to have your local calls originate from.
4.		How long do I have 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.
5.		I'm traveling outside of Canada. Can I activate my phone online? No, you will need to return to Canada activate your phone. When you activate your phone online, we send a text message to your handset to confirm your activation. However, if you are traveling, you will not receive this text message until you return to an area where Petro-Canada offers service.

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c) Online Account Registration

1.		Do I have to activate my Petro-Canada Mobility cell phone first before I register online? No, you do not have to activate your mobile phone first before you register online.
2.		Do I have to register my phone if I want to buy prepaid account top ups online? Yes, you will need to create an online account to buy top ups online. To register an online account, you will need to use your current Petro-Canada cell phone number as the login.
3.		Why should I register online? By registering online, you can view your account balance online. This allows you to monitor your account and verify your purchases. You can conveniently purchase account top ups online in four denominations. You can also choose which plan you would like to be on, as well as which services you would like to include in your plan.
4.		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 Mobility may send your promotions periodically.
5.		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.
6.		What do I do if I have a login issue? If there is an issue logging in, you can call Petro-Canada Mobility Customer Service at 1 (866) 788-3475.

d) SIM Card Activation

Please see the section on SIM cards to learn how to activate your SIM.

4. Loading Your Account with Account Top Ups

a) General Prepaid Account Top Up Information

What denominations of Petro-Canada Mobility account top up vouchers are available?
Prepaid account top ups are available in $15, $25, $30, $40, $50, and $100 denominations. Plus, when you use your Petro-Points™ card or your Performance Points card, you'll always collect reward points on all account top up purchases.

How do I load prepaid account top ups to my account balance?
You can either purchase a prepaid account top up voucher in-store or purchase prepaid account top ups online.

To purchase account top ups online, log in to your online account or visit Buying Account Top Ups Online for more details. These top ups are automatically loaded to your account.

To load your account top ups from an in-store purchase, follow these steps:

Purchase a Petro-Canada Mobility account top up refill at any participating Petro-Canada location within Canada.
Dial *888, at no cost from your wireless phone.
Enter the PIN number printed on the front of your Petro-Canada Mobility account top up receipt when prompted.
You will hear a confirmation of your new account balance. Press the End key to terminate the call.

Can I refund my account top up if I buy too much?
No, Petro-Canada Mobility account top ups are non-refundable and non-transferable. The full refund policy is available in our Terms and Conditions, or visit Return Policy and Customer Care for more details.

Can I add phone time to my Petro-Canada Mobility account using another provider's top up refill card, such as Telus?
No. Only Petro-Canada Mobility account top up vouchers will work on Petro-Canada Mobility phones.

What are the expiry dates for my prepaid account top up vouchers?

Anytime and Monthly Plans:

Denominations	Days of Service (for the Anytime Plan)
$15	Up to 30 days of service
$25	Up to 120 days of service
$30	Up to 120 days of service
$40	Up to 120 days of service
$50	Up to 180 days to service
$100	Up to 365 days of service

Monthly Plan Service Bundles:

All service bundles expire in 30 days from activation.

Will I be notified if my account needs to be topped-up before it expires?
Yes, if your account is below $2, you will receive a pre-call announcement on your mobile phone when you place your next call. This will notify you that your balance is low and needs attention.

In addition, you will receive a pre-call announcement when you make a call that is within 15 days of your account expiry date. This will notify you that your account is about to expire and needs attention.

My account top up has expired. What happens with my account?
If your account top up expires, you have 45 days from the point of your account expiry to refill your account.

If you do not refill your account in that time, your Petro-Canada Mobility mobile number will be reassigned. You will also lose your Petro-Canada Mobility phone number. You can reconnect your Petro-Canada Mobility service, but additional charges may apply and you will receive a new cell phone number.

If I purchased a $100 account top up voucher and used all of it before my 365 days of service expired, and then subsequently purchased a $25 account top up, would I have 395 days of service?
Once the $100 account top up has been used, the 365 days of service will expire. If you choose to purchase a $25 account top up, you will have up to 120 days of service upon activation of that voucher. Each voucher has its own expiry period.

Who do I call if I have issues with loading the prepaid account voucher to my cell phone?
If you have a problem loading your prepaid account voucher to your cell phone, contact
Petro-Canada Customer Service at 1 (866) 788-3475.

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b) Buying Account Top Ups Online

1.		Is my money automatically loaded to my phone when I buy account top ups online? Yes. Once your credit card information has been verified and the funds have been successfully transferred from your account, your account top up is automatically loaded to your prepaid phone.
2.		How do I know if my account top up was loaded onto my phone? You can check your account balance online or on your cell phone. This is a free call from your mobile phone.
3.		Do I have to pay a transaction fee to load my phone? There is no transaction fee for topping up your account.
4.		Do I need to print out my receipt to load my account top ups to my phone? No, account top ups are automatically loaded to the phone number that is used as a login. Therefore you do not need to enter a PIN number when purchasing account top ups online.
5.		When you are selecting the amount to add to your account to cover the cost of your plan, please remember the following: Adding the exact amount to cover the cost of the plan will not allow any additional funds for long distance outside of Canada or calls to Canada Topping up to the next highest denomination will provide you with some flexibility should you need to call Canada 411, international long distance or if you run out of minutes and start using your main account balance.

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c) Online Payment Options

1.		What are the different methods of payment for online purchases? Accepted forms of payment include MasterCard^®, AMEX^®, VISA^® and INTERAC^®.
2.		Can I use Petro-Points to buy account top ups online? No, you can not redeem Petro-Points for account top ups online. However, you can redeem your Petro-Points at participating Petro-Canada locations for fuel savings and more.
3.		Can I purchase account top ups using a Petro-Canada Gift Card? No, not at this time.
4.		Can I cancel a transaction? Once your payment information is processed, it cannot be refunded.
5.		Can I buy prepaid account top up vouchers as a gift for someone else? For security reasons, we recommend purchasing a top up voucher at your nearest Petro-Canada location.
6.		Can I buy a $100 account top up and split it between two phones? No, account top ups purchased online will be automatically loaded to the phone number that is used as a login. Account top ups cannot be shared amongst cell phones.
7.		Is there a minimum/maximum amount of prepaid account top ups that I can purchase in one month? The maximum amount of prepaid account top up vouchers you can purchase online is $150 per phone each month.
8.		My credit card was declined, what do I do? Please contact Petro-Canada Mobility's customer service at 1 (866) 788-3475.
9.		I got double billed, what do I do? Please contact Petro-Canada Mobility's customer service at 1 (866) 788-3475.

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d) Online Security

1.		Does Petro-Canada hold my credit card information on this site? No, the credit card information is collected and processed by Moneris. Petro-Canada Mobility does not retain personal credit history information.
2.		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.
3.		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, exclusively to Visa cardholders. For more information please visit the Verified by Visa website. You are not required to register with Verified by Visa in order to buy account top ups. However, it is highly suggested that you do so for your own fraud protection.
4.		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.

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e) Automatic Account Top Up Purchases

1.		Can I set up automatic purchases for my prepaid account top ups? Yes. Using our Automatic Account Top Up Refill option, you can set up automatic purchases each time you make a purchase on our website. When you select the Automatic Top Up Refill option, your account will be topped-up at that time.
2.		Are my 30-day payments for the Monthly Plan automatically set up to come from my account every 30 days? Yes. When you sign up for the Monthly Plan, the payment will automatically deduct every 30 days. You must ensure that your account balance remains sufficient for the payments.
3.		How do I set up automatic prepaid account top up 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 account top up purchase option, select "yes" to proceed with the set-up.
4.		Can I cancel my automatic prepaid account top up purchase? Yes. You can cancel purchases; however, you must cancel your automatic top up before your next payment is due. The due date of your next payment can be found in your online account.
5.		Can I change my automatic refill once it has been set up? No. Once you have set up your automatic top up purchase, the only way to change it is by cancelling the automatic account top up purchase and by then setting up a new automatic refill. When you select the new automatic top up amount, your account will be topped-up immediately.
6.		Can I change my credit card number once an automatic payment has been set up? Once you have set up an automatic account top up purchase, you cannot replace your credit card number. If you would like to replace your credit card number, you must cancel your automatic account top up purchase and set it up again using the new credit card number. Your account will be topped up immediately.
7.		What are my payment options for an automatic account top up purchase? We accept Visa, MasterCard and American Express. You cannot use Interac for automatic account top up purchases; however, you can use Interac to make one-time purchases.
8.		What happens if my scheduled purchase is declined? If your scheduled purchase is declined, all automatic account top up refills will be cancelled. In order to continue automatic account top up refills, you will need to set it up again.
9.		Can I set up automatic refills without making a purchase? No. Automatic refills can only be set up as you are making a purchase.
10.		Do my minutes carry over when I purchase more account top ups? Yes. If you top up your account before the current account balance expires, the existing balance will roll over to the new expiration date. However, if you subscribe to a Monthly Plan service bundle, unused services do not carry forward.
11.		When you are creating a recurring top up, please keep the following in mind: The payment will be charged to your credit card the day before you request the money be added to the account When you select a recurring top up, you are provided with two options. The first is the number of days between top ups and the second is the start date for the recurring to start. Please remember that when you select a date in the future, your credit card will be charged that day and the airtime will be added a day later You should add your airtime to your account the day before expiry to prevent lost airtime due to expiry

5. Petro-Canada Mobility SIM Cards

a)		Can I purchase a SIM card without purchasing a Petro-Canada Mobility phone? SIM cards are available at participating Petro-Canada locations, or purchase online. The SIM card costs $15. If purchasing online, your new SIM card will be mailed to you and you must activate it (please see below for more details) Buy a SIM Card today
b)		How do I activate my Petro-Canada Mobility SIM Card? You can activate your SIM card online by visiting mobility.petro-canada.ca/activate and following the on-screen instructions. You will require the nine-digit SIM activation code printed on the package, and your phones IMEI number. You can also activate your SIM by calling 1 (800) 596-9935
c)		Can I use a Petro-Canada Mobility SIM card in any phone? To use your Petro-Canada Mobility SIM card, you will need an unlocked GSM (850/1900 Mhz) handset. If you are not sure, refer to the manufacturer's websites below for information and instructions on how to properly insert your new SIM card: Samsung website Kyocera website LG website Panasonic website Apple website Sony Ericsson website BlackBerry website Alcatel website HTC website Motorola website Nokia website If you are using an unsupported handset with your Petro-Canada SIM card, we are unable to: Provide any support in regards to our service or features. Guarantee our service or the functionality of our features on your handset.
d)		Can I return my SIM card if it does not work in my phone? All SIM card sales are final and cannot be refunded. If you discover that your SIM card does not work in your handset, you can purchase a Petro-Canada Mobility handset at most retail locations.
e)		I have a new Petro-Canada SIM card and number, can I use it to surf the web? Petro-Canada Mobility does offer an Unlimited Browsing feature however if you are using an unsupported handset, we're unable to guarantee that the feature will work.
f)		I have a new Petro-Canada SIM card, and have added the Unlimited Browsing but it still doesn't work. It is possible that your handset does not detect the correct settings to access our browser. Also, there are some handsets that do not work with our browser. Refer to the settings for the APN: Homepage http://wap:8582/start.wml Connection security: Off Active Bearer: GPRS Connection type: GPRS Attach on Demand Authentication Type: Normal Access Point Name: goam.com User Name: wapuser1 Password: wap Login Type: Automatic Primary Proxy Server Setting 10.128.1.69 Primary Proxy Server Port: 80 Please note that if you are using an unsupported handset, our Customer Service group will not be able to troubleshoot your issue. If you are still having trouble, contact your handset manufacturer.

6. Managing Your Account

How do I check my Petro-Canada Mobility account balance?
To display your account balance and expiration simply dial *777# and press the “send” key from your Petro-Canada Mobility phone.

To display your plan voice balance and plan expiration, as well as your main account balance and expiration, simply dial *777*1# and press the “send” key from your Petro-Canada Mobility phone.

To display your plan Text Messaging/Short Message Service (SMS) balance and plan expiration, as well as your main account balance and expiration, simply dial *777*2# and press the “send” key from your Petro-Canada Mobility phone.

To add a voucher and display the voucher denomination added, as well as your new main account balance and expiration date, simply dial *888*PIN# and press the “send” key from your Petro-Canada Mobility phone. For example, if the voucher PIN is 123456789012, you would press *888*123456789012# and then “send.”

You can also check your account balance by logging in to your online account.

Can this website help transfer funds from one phone to another?
No, you can only buy a prepaid account top up for the phone number that you use as a login. Account top ups and account balances are non-transferable.

Can I track my account on a monthly basis?
Yes, you can view your account statement and see the balance online.

7. Petro-Canada Return Policy and Customer Care

a) Petro-Canada Mobility Return Policy

What is Petro-Canada Mobility's return and warranty policy?
You can receive a full refund for your cell phone by calling Petro-Canada's Customer Service at 1 (800) 668-0220 (TTY: 855-717-5543); however, all prepaid account top ups and SIM cards are non-refundable.

Your phone must be sent back to Petro-Canada Mobility's Customer Service department 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 Mobility return policy can be found in the Terms and Conditions.

Your Petro-Canada Mobility cell phone 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.

All SIM card sales are final and cannot be refunded. If you discover that your SIM card does not work in your handset, you can purchase a Petro-Canada Mobility SIM card cell phone at most retail locations.

Your phone must be sent back to Petro-Canada Mobility's Customer Service department within 15 days from the date of purchase. Once your phone is received and inspected, you will be sent a cheque.

If your phone was purchased online, you have 15 days after you received your phone to return it to Petro-Canada Mobility’s customer service department. Once your phone is received and inspected, the card with which you paid will be refunded (not including shipping costs). A full copy of the Petro-Canada Mobility 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 account top up by transferring your SIM card.

What is the return policy on Bluetooth headsets?
Due to health issues concerning the ear piece, we cannot accept returns of your 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.

b) Customer Care

1.		How can I contact Petro-Canada Mobility customer service? Simply call 611 (a free call) from your Petro-Canada Mobility cell phone or call toll-free from a landline phone by calling the Petro-Canada Mobility Customer Service number: 1 (866) 788-3475.
2.		I am not a Petro-Canada Mobility customer, but I would like to learn more about your service. How can I get information? Please browse through this website and if you have any further questions or concerns, contact us directly by calling Petro-Canada Mobility Customer Service at 1 (866) 788-3475.
3.		My Nokia phone or Bluetooth 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 or Bluetooth, please call Nokia directly at 1 (888) 22-NOKIA or 1 (888) 226-6542.

8. Cell Phone Features

a) Number Portability: Retaining an Existing Cell
Phone Number

1.		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).
2.		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.
3.		Can I port my existing prepaid or post-paid wireless number to Petro-Canada Mobility? Yes, it is possible to transfer a phone number from either a prepaid or post-paid wireless service. Before considering a switch, ensure that your phone number is still active with your existing service provider. Any unused account top up minutes from your current provider will be lost. You will not be able to carry unused phone time to Petro-Canada Mobility.
4.		How does my phone number get ported in to Petro-Canada Mobility? Check the eligibility of your current phone number. Ensure the old phone number is active. Choose a Petro-Canada Mobility phone. Get ready to transfer your number by gathering the required information for your old phone number. From a Wireless Number Provide your telephone number and two of the following: Account number Account password/PIN Phone IMEI (GSM) devices or ESN (CDMA) devices From a Landline Number Provide your telephone number and all of the following: Account number Full name and address as listed on the account Is your Distinctive Ring active? Does the phone have DSL Internet that you wish to keep? Call the Petro-Canada Activation Line at 1 (800) 596-9935 to initiate the process. Use your new number on your Petro-Canada Mobility phone. Learn more about porting over your existing phone number
5.		How long does it take to transfer my existing number to Petro-Canada Mobility? The transfer of your wireless phone number will be done the next business day. With certain rural numbers it may take up to 72 hours to complete. During this time you can still use your old number. Once the transfer is complete, your old phone will stop working and your Petro-Canada Mobility phone will now work with your old number. Note: It takes between three to five business days to transfer a land line number to Petro-Canada Mobility.

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b) Voice Mail

1.		How do I get a voice mailbox password? Your temporary voice mail password can be found on the front of the Quick Start Guide. If you do not have the Quick Start Guide, contact Petro-Canada Mobility by dialing 611 from your mobile phone or by calling 1 (866) 788-3475 from a land line.
2.		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.
3.		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 dialing your 10-digit mobile phone number and pressing the pound (#) key when the greeting begins.

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c) International Long-Distance Calling

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.

What are the long-distance rates within Canada and the U.S.?

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, call the Petro-Canada Mobility Customer Service Number at 1 (866)788-3475.

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d) Text Messaging/Short Message Service (SMS)

1.		How much does text messaging cost? If you are on the Monthly Plan, text messages are free in all four of our new Talk & Text service bundles. If you are on the Anytime Plan, visit the Anytime Plan page to see our rates. All incoming text messages are free for both plans.
2.		Can I send or receive text messages through instant messaging (e.g., MSN)? No, Petro-Canada Mobility handsets do not have this capability.
3.		Can I send an international text message? Yes, as long as the message is sent from an area where Petro-Canada offers service. Visit the plan pages for our rates: Monthly Plan Anytime Plan

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e) Mobile Web Browsing

1.		What is mobile web browsing? Mobile web browsing provides you with access to the Internet from your cell phone. You can search for news, weather updates and sports highlights, or even update your social networking profile from your Petro-Canada Mobility phone.
2.		How do I subscribe to your mobile web browsing service? To subscribe to mobile web browsing service: Ensure you have a Petro-Canada Mobility data capable handset. With the Monthly Plan: Log on to your account. Choose one of two "Talk, Text & Browse" bundles. With the Anytime Plan: Please contact Petro-Canada Mobility Customer Service at 1 (866) 788-3475. Ensure you have a Petro-Canada Mobility data capable handset. Call Petro-Canada Mobility customer service from a landline at 1 (866) 788-3475. Request the "unlimited mobile web browsing" option. Once the agent confirms your request, wait five minutes, then power off your Petro-Canada Mobility phone. Power on your phone and press the "0" key for three seconds to launch your Internet browser. The unlimited mobile web browsing fee is deducted from your account. You will need a minimum $12 in your account for this service to work.
3.		Which Nokia phones are compatible with mobile web browsing? Check out our line up of prepaid phones for data capable handsets.
4.		How much does it cost to use mobile web browsing? It depends on your plan. See the plan pages for the mobile web browsing rates: Monthly Plan Anytime Plan The mobile web browsing fee is deducted every 30 days. If on the thirtieth 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 to be re-added to your account once you have added funds to your account.
5.		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.>
6.		Can I send email using the Mobile Internet? Yes. If you have an email 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 email applications that are built in to some phones. When using the Nokia C3, or a compatible device with a Petro-Canada Mobility SIM, our mobile browsing option will allow you to use some email applications. At this time, we do not offer support for all mobile device email clients.
7.		Can I upload pictures to my favourite picture storage website? Yes. Some picture messaging sites do support the upload of pictures from mobile devices without the use of email.

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f) 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.

View our coverage map

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 of Canada.

9. Collect Petro-Points

How many Petro-Points can I collect with Petro-Canada Mobility purchases?
When you buy a Petro-Canada Mobility phone, account top up, or accessory, you'll collect 20 points for every $1 spent!

10. Buying Online

Is there a maximum amount I can buy?
For security reasons Petro-Canada Mobility will not permit more than three of any item in one order.

Why can’t I ship to somewhere other than my billing address?
For the safety and security of both Petro-Canada Mobility and our customers, we require that the shipping and billing addresses are the same. We are sorry for any inconvenience that this may cause.

I have already placed my order, can I cancel it?
Once you have received a Shipping Confirmation email the order cannot be cancelled. However, you can get a full refund for any handset by following the Return Guidelines. Note: all prepaid account top ups and SIM cards are non-refundable.

Where does Petro-Canada ship to?
Petro-Canada Mobility ships to Canadian mailing addresses only, excluding Yukon, Northwest Territories and Nunavut.

What kind of shipping does Petro-Canada Mobility offer?
Petro-Canada Mobility uses Canada Post Expedited Parcel service. For your security, all shipments require your signature upon arrival.

Where can I check the status of my shipment?
To check the status of a shipment, please refer to the Canada Post Tracking Number found in your Shipping Confirmation email. You can track your shipment at the Canada Post website.

If you have not yet received a Shipping Confirmation email, your product has not yet been shipped. If you do not receive this email within 48 business hours of placing your order, please contact Petro-Canada Mobility's customer service at 1 (866) 788-3475.

It has been 15 business days and I have not received my phone or SIM card. What do I do?
If you have not yet received a Shipping Confirmation email, your product has not yet been shipped. If you do not receive this email within 48 business hours of placing your order, please contact Petro-Canada Mobility's customer service at 1 (866) 788-3475.

If you have received the Shipping Confirmation email, please check the Canada Post website to track the status of your shipment. If you have not received your phone within 20 business days, please contact Canada Post at 1-866-607-6301.

How long will it take to process my order?
After receiving an order, the phone or SIM card will be shipped the next business day. Shipping will take 4-12 business days depending on the destination in Canada.