FREQUENTLY ASKED QUESTIONS

• Will Sugar Mobile increase my home internet bill?
  If you talk on Sugar Mobile for 24 hours straight, you'll use less data than you would to stream a single movie on Netflix. Since the average person talks for about 8 hours per month, it's unlikely that Sugar Mobile will increase your home internet bill.
• Do I have to unlock my phone in order to use Sugar Mobile?
  Yes. You must unlock your device in order to use the Sugar Mobile SIM card.
• What happens if I use all of my 400MB of non-WIFI data before my 30 days?
  You may still make unlimited Canada and US calls and texts using WIFI data for the remainder of the 30 days.
• What if I need additional non-WIFI data before my 30 days expires?
  You may Top-Up your account for $19. When you Top-Up your account, you get an additional 30 days of usage and 400MB of non-WIFI data.
• What if I Top-Up my account before 30 days and I still have unused non-WIFI data?
  Your unused non-WIFI data will carry over to your next 30 days. So, if you have 50MB remaining, your next 30 days will include 450MB (50MB + 400MB).
• Do i lose my non-WIFI data if my account expires?
  When your account expires your non-WIFI data is not lost. However, if your account remains expired for 90 days your non-WIFI data will be lost and your account will be closed permanently.
• Can I keep my existing phone number?
  Yes. You may request to transfer your number from your existing carrier to Sugar Mobile online at no cost. Click here for more information.
• Can I use Sugar Mobile without transferring my existing phone number?
  Yes. We provide you with a new phone number. You simply use the new phone number until you decide to transfer your current phone number. When you’re ready, login to your account at sugarmobile.ca and request a transfer.
• How do I know if my smart phone supports your SIM card?
  Our SIM card works on all smart phones. It’s a 3-in-1 design and supports Standard, Micro, and Nano SIM sizes.
• Can I make international calls and texts with Sugar Mobile?
  Yes. However you’ll have to purchase an international credit. Your international credit never expires as long as your account is active and you can also setup your account so that your international credit automatically tops up when you’ve used it. (Please note, the International Addon is currently in testing and not available for purchase as this time)
• How do I know when I’m running low on non-WIFI data or International credit?
  Sugar Mobile will send you text messages and/or email notifications.
• What type of network facilitates the non-WIFI data?
  Sugar Mobile uses 3G technology to facilitate non-WIFI data.
• What network does Sugar Mobile operate on?
  We have our own network, however, when our customers are offnet we use several Tier 1 Network Operators across Canada and the US to ensure coverage.
• Will I incur roaming fees when using Sugar Mobile?
  No. You will never incur roaming fees or additional charges regardless of where you are in Canada and the US.
• Can I use Sugar Mobile outside Canada and the US?
  Yes. Regardless of where you are in the world, as long as you're connected to WIFI, you may use Sugar Mobile. However, Canada and the US are the only countries that our SIM card currently supports non-WIFI service.
• Can i use Sugar Mobile with my Blackberry?
  If you have a newer Blackberry that uses the Android OS, yes, otherwise no, we don't have an App for Blackberry OS devices.
• Can i use Sugar Mobile with my Windows Phone?
  No. We do not currently have an App for Windows Phone, however, we're monitoring the demand for future consideration.

9-8-8

Soon, you will be able to dial 9-8-8 to reach a mental health crisis and suicide prevention hotline. This service will be available in the United States starting on July 16, 2022.

9-8-8 is not available yet in Canada, but help is still available. Adults can text 741741 and youth can text 686868. Quebec residents can text 1-855-957-5353. You can also call Canada’s suicide prevention service at 1-833-456-4566.