TELUS music™
FAQs
General
Billing
General
What happens when I don't
have any downloads remaining for a song that I've purchased?
If you do not have any downloads left for a purchased
song, you will need to purchase the song again.
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Can I download my purchased
music to more than one phone?
No. Music that is purchased can only be downloaded
to the phone on which it was purchased. If you get a new phone on
the account to replace the old one then you can download to the
new phone.
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Can I send one of my song
licenses to a friend?
No. Licenses are for your use only and cannot
be shared.
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Can I transfer songs to
other devices via Bluetooth?
No. You must own the rights to a purchased song
to listen to it on your phone.
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What happens if I purchase
the same content twice?
You will not have the option to purchase the
song again.
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What happens if I purchase
music for my phone but the download fails?
Go into the song library, select the song and
resume the download. Or, if the song is not in your song library,
go to your vault and download the song again.
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How many songs can I
store on my phone?
Storage varies depending on the phone and size of your memory card. Please consult your user manual for more details. If you have a music subscription, we recommend purchasing a memory card for extra storage.
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What happens if I'm listening
to music and my phone rings?
Depending on your phone, the music will automatically
pause and allow you to answer the phone. Once you hang up the phone,
you will need to unpause your music in order to continue listening.
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Cell phones are not allowed
on airplanes, hospitals, and other areas. Can I still listen to
music I purchased on my phone in these areas without having my phone
interfere with any of their equipment?
You can listen to your already downloaded music
with the phone in Airplane Mode.
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How do I turn my speakerphone on/off?
Press the Volume side keys to lowest level. The
music plays by default from the external speaker, so this volume
has to be turned to 0 to turn off the music.
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Why don't I hear any
sound?
Please check to see if any of the following answers
resolve your question.
- You have not selected "Play" to hear the song
- Speaker phone is turned off
- Volume is too low.
- Earphones are not plugged in correctly.
- Phone is on mute.
If none of these answers resolve your issue, please contact client
care at #611.
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The song won't play.
What should I do?
If attempts to play a song fail, power off the
phone and power it back on again. Try launching the player once
again and if it still does not work, please contact client care
at #611.
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What sound quality should I expect when downloading TELUS mobile music?
TELUS mobile music is recorded at CD like quality similar to MP3s recorded at 128 kbps
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Can I use earphones?
Yes. You can use the headphones included with
the phone .
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Why can't I download?
There could be a number of reasons. For example:
- You are outside the TELUS Mobility service area
- The network might be down. Please try again in a few minutes.
- You do not have a download capable phone.
- You have been restricted from downloading music on your phone.
If none of these answers is the issue at hand, please contact client
care at #611
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Billing
How will I know which songs aren't included in my subscription service?
If a song is not available as part of your subscription service, you will see a 'buy' message and a '50-cent download fee' message when you attempt to download it. If it is included, you will simply see an 'add' message.
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What if I change to a new phone on my account, will I still be able to access the music I've downloaded to the old phone through my subscription?
Yes, as long as the new phone is music capable, then you can download your stored tracks to your new phone from your music vault or from your memory card. When you transfer tracks, you will need to update your music subscription license for the new phone. If your new phone is not music capable, you won't be able to download your stored tracks to your phone and will need to cancel your subscription.
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What happens to the songs I've downloaded when I cancel my subscription?
If you cancel your subscription, you won't have access to any of the tracks you added, however the tracks will be stored in your music vault as long as you're a TELUS client so you can access them if you reactivate your subscription. If you purchased single tracks during the time of your subscription, you will be able to access those even if you cancel your subscription.
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