If your Shaw Mobile device was shipped to you from a Shaw retail location or by one of our In-Home sales associates, you’ll find information regarding your new Shaw Mobile account and setting up your new device below.
Shaw Mobile In-Home Sales Program
Health and Safety Protocols
Shaw Mobile offers an In-Home sales program in Alberta, in compliance with regional regulations.
All In-Home associates are required to complete a daily health check prior to leaving for work and stay home if they are feeling unwell. Our associates will also practice social distancing and are required to wear a mask throughout your interaction. All equipment used by our associates, including laptops are also sanitized after each use.
Setting up a Shaw Mobile Account
If you do not already have Shaw Mobile service, we’ll need to run a credit check to set up your account. We’ll require two pieces of ID from you, including:
- a valid government-issued photo ID (e.g., Driver's License, Passport) and
- a major Canadian Credit Card
Learn more about activating Shaw Mobile service.
Tracking an Order
Once your Shaw Mobile account is set up, you’ll receive your Contract Package via a password protected email. The Contract Package will include the following details: your MyTab with Shaw Mobile, an overview of your monthly rate plan, rates for Add-Ons, and opt-in/opt-out statuses along with the following three (3) documents:
- Critical Information Summary
- Service Agreement
- Services Agreement Appendices
Learn more about your Shaw Mobile Contract Package.
Once your order ships you’ll receive another email with a tracking number. Expected delivery time is 2-4 business days. If you haven’t received your device after this period, we can help review your account. Contact us for additional support.
Setting up your new Shaw Mobile device
Your delivery will include a Shaw Mobile SIM card and your new device. Follow the steps below to set up your new Shaw Mobile device and SIM card.
- Activate your SIM card: If you are a new Shaw Mobile customer, you’ll need to activate your new SIM card but if you already had a Shaw Mobile SIM card you can skip this step. To begin a SIM card activation, click here. You’ll need to enter the SIM card number and Shaw Mobile phone number to complete the activation.
- Transfer your number: If you would like to transfer your current phone number to Shaw Mobile, please confirm your SIM card is active (refer to step 1) and have the following information ready:
- Current provider’s account number
- Name on current account
- Phone number you are looking to port
- IMEI of your current device (if you do not have the account number handy)
To submit your transfer request contact us and we can submit the request for you. Learn more about transferring your number including how long a transfer will take and how we protect your number from unauthorized transfers.
- Device set up: If you purchase an Apple device or a Google device, you’ll need to sign into your account to continue with device set up. If you do not already have an account, you’ll need to activate one to proceed.
- Confirm network connection: Once your SIM card is activated and device powered on, your device should automatically connect to the Shaw Mobile network. You can confirm you are connected to the Shaw Mobile network from the top right corner of your device screen, or by attempting a test call.
Learn More: Troubleshoot your Shaw Mobile connection
- Transfer your data: To transfer your personal data from your old device to your new device use one of the following apps:
- Samsung Smart Switch
- iPhone Quick Start
- Download the Shaw Device Care app: We recommend downloading the Shaw Device Care app from the Apple App Store or Google Play Store. The Shaw Mobile Device Care app provides a personalized device care experience - allowing you to scan and diagnose your device for issues, offering smart recommendations and step-by-step instructions to optimize your device.
Learn more about the Shaw Mobile: Device Care App
For more information on how to set up your new device, refer to our Interactive Tutorials.
Completing a Return
If you would like to cancel your order before you receive it, contact us within 2 hours of placing your order to have it cancelled. After the 2-hour period, you may cancel an order at the time of delivery by informing the delivery person that you do not accept the item.
If you find that your new Shaw Mobile product(s) are not meeting your expectations, you can complete a return within 15 days.
To return your device, you’ll need to:
- Contact us to initiate the return.
- Ship the device back using the enclosed return shipping label or return your device to the most convenient Shaw retail location. Find a store.
Learn more about Shaw Mobile’s Return Policy.
Warranty and Repair Options
Your device is covered by the manufacturer’s minimum one-year limited warranty that covers defects, beginning on the original date of purchase. The original bill of sale may be required to prove warranty validity. Some devices may be subject to alternative warranty terms — this will be noted on your bill of sale.
In addition to the manufacturer’s limited warranty, you may opt into additional protection plans, including:
- Phone Protection Plan
- Visit us in store within 15 days to purchase this option Find a store.
- Apple Care+
- Please contact Apple to add Apple Care+
Learn more about Shaw Mobile: Warranty Process
Frequently Asked Questions
When will I receive my first Shaw Mobile invoice?
If you have Shaw Home and Shaw Mobile service, you’ll receive a separate invoice for your Shaw Mobile service. You’ll receive the invoice on a date that was assigned to you when you first activated service.
Your first bill will be higher than normal due to the following:
- Connection Fees
- Proration Period (between your activation date and billing cycle invoice date)
- Paying in advance
Learn more about your first Shaw Mobile invoice.