Support

We are here to help! Choose an option below to get answers to your questions.

Need more information? Contact us at 1 (866) 788-3475 between 7 AM to 1 AM ET.

Phones & SIM

Questions about where to buy and how to use.



Phones & SIMS
  1. If I am bringing my own device, where can I buy a Petro-Canada Mobility SIM card?

    SIM cards are available for purchase online or at participating Petro-Canada locations. If purchasing online, your new SIM card will be mailed to you and you must activate it (please see below for more details)

  2. How do I activate my Petro-Canada Mobility SIM Card?

    You can activate your SIM card online by visiting mobility.petro-canada.ca/activate-sim-card.aspx and following the on-screen instructions. You will require the nine-digit SIM activation code printed on the outside or inside of your SIM packaging, and your phones IMEI number. You can also activate your SIM by calling 1 (800) 596-9935.

  3. 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 UMTS/HSPA (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
    Sony Ericsson Website
    Alcatel Website
    HTC Website
    Motorola Website
    Nokia Website
    BLU Products Website

  4. Can I return my SIM card if it does not work in my phone?

    All SIM card sales are final and cannot be refunded.

  5. I have a new Petro-Canada SIM card and have added a data plan, but I can't access the internet.

    It is possible that your handset is not able to detect the correct settings to access our browser.

    Ensure your phone APN's (Access Point Name) settings are set to the following:

    APN: rogers-core-appl1.apn
    MMSC: http://mms.gprs.rogers.com
    MMS Proxy: mmsproxy.rogers.com
    MMS Port: 80
    APN Type: Default
    APN Protocol: IPv4/IPv6
    APN Roaming Protocol: IPv4/IPv6

    If you are still having trouble, contact your handset manufacturer.

  6. Why can't I send a picture message?

    Picture messages require that your plan has data enabled. If your plan does not have data enabled, you will not be able to send picture messages. If your account does not have sufficient balance to cover the picture message rate of $0.50, your message will not send.

    Be sure that your device is capable of sending picture messaging as not all handsets are. If you are unsure, contact your handset manufacturer.

    Lastly, check to ensure that the MMS (Multimedia Messaging Service) settings on your handset are set up as follows:

    APN: rogers-core-appl1.apn
    MMSC: http://mms.gprs.rogers.com
    MMS Proxy: mmsproxy.rogers.com
    MMS Port: 80
    APN Type: Default
    APN Protocol: IPv4/IPv6
    APN Roaming Protocol: IPv4/IPv6

    If you need assistance changing these settings into your phone, please contact your handset manufacturer.


Buying Devices, Accessories, and SIM Cards Online
  1. 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.

  2. 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.

  3. I have already placed my order, can I cancel it?

    Once you have received a Shipping Confirmation email the order cannot be cancelled.

  4. Where does Petro-Canada ship to?

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

  5. 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.

  6. 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.

  7. 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.

  8. 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.

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