Account Access and Verification
We take your account security seriously. This is why when you call or visit us, we ask account holders/owners to verify information. If you are unable to verify the account information or provide a valid photo I.D. we are unable to disclose any information linked to the account. We can assist with troubleshooting services as long as it does not mean disclosing or changing account or service information or scheduling a Field Technician.
Retail Store and Payment Centre Visits
Please present a valid photo I.D. so we can verify that you are listed on the account.
Please note that, for your protection, we will not disclose account information, make requested changes, or allow mobile device purchases if valid I.D. is not presented.
A phone call to 700.7000
We now offer the option to add a 4 digit security PIN to the account for a more convenient verification experience. Once the PIN has been set up, future calls will request that you provide the account name, account number, or contact number to bring up the account and for your PIN.
If you can’t remember your PIN, haven’t set one up yet, or choose not to set up a PIN, we will verify the following information:
- First and last name on the account
- Street address
- Apt/unit #
- Postal Code
- Date of Birth
- Email address on the account
Please note that, for your protection, we will not disclose account information or make requested changes if the account information cannot be verified in full.
Have full access to account information and are authorized to make changes to the account and services along with the signing of agreements and purchasing of mobile devices. Account-holders/owners are responsible for the account and for payment of the account no matter who the users are on the account.
Have the same access as the account holder/owner. Permission to add a co-account holder/owner to the account can only be made by the account holder/owner. The account holder/owner and the future co-account holder/owner must visit a retail location or our Payment Centre (30 Victoria St.) together with their valid photo IDs. If the request is pertaining to a mobile account, the future co-account holder/owner must complete a subscriber form and undergo a BCA credit check just as the account holder did when they signed up for service. Co-account holders/owners are responsible for the account and for payment of the account no matter who the users are on the account.
Permission to add an authorized user to the account can only be made by the account holder(s)/owner(s). Unless the account holder(s)/owner(s) provide specific access instructions, authorized users have access to account information and permission to make changes. Authorized users are not permitted to activate new services, deactivate services, sign agreements or make device purchases.
To add an authorized user to the account, please call 700.7000 to speak with a friendly One representative.