Sugar Mobile is not a traditional mobility service. In order to talk and text using Sugar Mobile’s Service, you must download the “Sugar Mobile Talk & Text App” and login with your Sugar Mobile Phone # and password. Talking and texting the way you normally would with your SmartPhone will not work.
The Sugar Mobile Talk & Text App is available for iOS and Android Devices only. It is compatible with Android Versions 4.1 and newer as well as with iOS Versions 8.0 and newer.
Unfortunately, we don't offer a Windows Phone App at this time. Our efforts were focused on catering to Apple and Android due to their significant market share. We have no plans in the immediate future to release a Windows Phone App.
Unfortunately, we don't offer an App for any Blackberry devices using Blackberry OS'. It’s unlikely that we'll introduce an App in the future, especially since Blackberry is now transitioning away from their OS and using the Android OS in their newer models. Blackberry devices using the Android OS however are supported by our service.
The Sugar Mobile Talk & Text App may be installed on Android and iOS-based tablets. Not all Tablet devices support the use of a SIM Card however, in this case the user would be limited to WIFI use only.
Currently, there’s a limitation with the Sugar Mobile Talk & Text App that does not allow you to receive Emoticons, you may however send emoticons. Our developers are hard at work to fix this.
MMS and Picture Messaging functionality is not currently available with the Sugar Mobile Talk and Text App. Our developers are working on MMS and Picture Messaging functionality and it's scheduled for release in early 2017.
Your Sugar Mobile Phone Number is incompatible with iMessage. You may however register your email address with iMessage and instruct your friends and family to iMessage you at your email address instead of your Phone Number.
iOS users may download the "Sugar Mobile Talk & Text App" in the App Store. Android users may download the “Sugar Mobile Talk & Text App" at the Google Play Store.
Occasionally users download the wrong app. Be sure that the App Icon has a white phone with a bite mark in it like below:
Sending and receiving texts to and from SMS short codes is not currently supported by Sugar Mobile. This is something that our development team is working toward in the near future.
Sugar Mobile offers a WIFI-only trial version of its service called Sugar-Free. It’s designed to help prospective subscribers experience the service before committing to a subscription. Sugar-Free allows testers to select a free Canadian Phone Number local to their area and Talk & Text for 30 days in Canada and the US without restrictions. After 30 days, if the user wants to subscribe to Sugar Mobile they may do so by purchasing a SIM Kit.
To create a Sugar-Free Account follow the steps below:
If you did not receive the verification e-mail when creating a Sugar-Free Account, please follow these steps
After 30 days if you wish to extend your Sugar-Free Trial you may do so by purchasing an additional 90 days of WIFI-only service. Follow these steps to purchase a trial extension In-Store:
If you wish to subscribe to Sugar Mobile at any time during or after your Sugar-Free Trial you may do so by ordering a SIM Kit online or purchasing a SIM Kit in-store. Follow the instructions in your SIM Kit to activate your SIM Card.
The Sugar Mobile SIM Kit retails for $29 and includes a SIM Card, and a regular service plan including 30 days of service and 400mb of non-WIFI Data. A minimum of 1 SIM Kit per account is required for purchase to subscribe to Sugar Mobile.
The SIM Kit contains a 3-in-1 SIM Card that meets Standard, Micro, and Nano size SIM Card requirements. The 3-in-1 design works with most Smartphones. Please refer to your Smartphone user manual to determine the SIM Card size your device uses.
SIM Kits may be purchased online at www.sugarmobile.ca.
There are 2 options for delivery when ordering a SIM Card online. Depending on which option you chose and where you live the delivery time will vary. Sugar Mobile makes no guarantees as to delivery times;
When you receive your SIM Kit follow these steps to activate it:
Commonly experienced problems with activating a SIM Kit are addressed below
Problems Reading PIN
Occasionally while trying to reveal the SIM Kit PIN by scratching, the PIN is destroyed. If you're unable to read your PIN because it's damaged please follow these steps:
Sugar Mobile's Support Staff will reply with your PIN #.
PIN Says “Not Purchased”
Occasionally when SIM Kit's are purchased they are not enabled properly by the store clerk. If this happens when trying to activate your SIM Kit you'll receive a message indicating that the PIN has not been purchased. If this happens to you follow these steps:
Sugar Mobile made a decision to include Unlimited U.S. Talk/Text in addition to Unlimited Canada-Wide Talk/Text after the first batch of our SIM Kits were produced. While the website promises Unlimited Canada & U.S. Talk/Text, the SIM Kit may only read Unlimited Canada-Wide Talk & Text. Please note that despite what the SIM Kit reads, Unlimited U.S. Talk & Text is actually included.
In order to talk, text, and use data you must have available days in your account. You may extend the amount of days in your account by 30 days for $19. In addition to receiving 30 days of service, you’ll also receive 400mb of non-WIFI data.
Follow these steps to purchase an Additional Service Plan In-Store:
Follow these steps to purchase an Additional Service Plan Online:
A maximum of 90 days may transpire after your account expires before your SIM card is disabled permanently, and your phone number is recycled. At this point, if you wish to use the service again you will be required to create a new account and purchase a new SIM Kit.
In-App Purchases & Online Purchases
For purchases made In-App and Online acceptable payments are VISA, Mastercard, and American Express.
For purchases made in-store acceptable payment methods vary based on the retailer. Most retailers that carry Sugar Mobile Products accept DEBIT, CREDIT CARD, and CASH payments.
For convenience, Sugar Mobile allows its subscription users to configure settings that will automatically Top-Up their account. This is much easier than manually Topping Up.
To enable Auto Top-Up follow these steps:
To change the credit card that you’re using for Auto Top-Up follow these steps:
To disable Auto Top-Up follow these steps:
You may purchase 500MB of non-WIFI Data as needed for $19. The data is added to your available non-WIFI Data and does not expire if not used within a certain timeframe. This is useful for periods where your non-WIFI Data requirement is elevated.
Follow these steps to purchase an Data Addon In-Store:
Follow these steps to purchase Data Addon Online:
Canada-Wide and USA-Wide calling is included with Sugar Mobile, however to call outside of Canada and the USA the purchase of an international addon is required. Each international addon costs $19 + applicable taxes and applies a $19 credit toward an account specifically for long distance calling. The credit never expires and is only consumed when long distance calls and texts are placed.
Follow these steps to purchase an International Addon In-Store:
Follow these steps to purchase an International Addon Online:
Note - this addon is currently in development and is scheduled for release early 2017. Long distance rates to varying destinations will also be posted online once the addon is made available.
Sugar Mobile accounts do not have Voicemail & Call Forwarding as standard features. To activate Voicemail & Call Forwarding a Features Addon is required to be purchased. A Features Addon may be purchased for $19 and activates Voicemail & Call Forwarding features indefinitely for the life of your account.
Follow these steps to purchase a Features Addon In-Store:
Follow these steps to purchase an International Addon Online:
Accessing Call Forwarding Setup Online
To access the call forwarding setup follow these steps:
You may enable or disable Call Forwarding by clicking the toggle above “Enable Call Forwarding”. Once enabled you may specify the telephone number you would like to forward calls to, you may also opt to “only forward calls if your line is busy, unreachable, or if you don’t answer”.
Click SAVE CHANGES to make the setup take effect.
Accessing Voicemail Setup Online
To access voicemail setup follow these steps:
Voicemail to Email Feature
To have a copy of Voicemail Messages emailed to you, enable “send a copy of new voicemail messages to e-mail. Once you’ve enabled this feature, a field will appear where you may enter the email address you’d like to receive the messages at.
Forgot Voicemail PIN
If you forgot your Voicemail PIN, you may reset it by entering a new PIN. Note – you will have to change your Voicemail PIN the next time you access voicemail.
Disable Voicemail PIN
You may disable your Voicemail PIN so that you are not prompted to enter your PIN when you access your Voicemail.
Accessing Your Voicemail
There are several ways to access your voicemail:
Once you’ve accessed your voicemail you may review new messages, change your greeting, and perform other voicemail-related functions. Simply follow the verbal prompts.
Each Voicemail Account can store up to a maximum of 30 minutes of messages. When 30 minutes of messages is reached, old messages will automatically be deleted to make room for new messages.
The Sugar Mobile Talk & Text App currently does not support integration with your phone’s Visual Voicemail Functionality. This is a limitation of apps in general, not a limitation of Sugar Mobile. As iOS and Android Developers work to support integration of Apps and Visual Voicemail in the future this functionality may become available to Sugar Mobile users as well.
For helping Sugar Mobile promote our service, Sugar Mobile rewards members of its Brand Ambassador Team by extending them bonus data on Additional Service Plan purchases and Data Addon purchases. For each Additional Service Plan purchase Brand Ambassadors receive an extra 25MB of non-WIFI Data and for every Data Addon purchase Brand Ambassadors receive an extra 50MB of non-WIFI Data. In joining the Brand Ambassador Program (also referred to as “joining our team”), you’ll allow Sugar Mobile access to post on your behalf on your Social Media. Every two weeks (approximately) Sugar Mobile will publish a post on your Social Media.
To join our Brand Ambassador Program visit www.socialhp.com/sugar-mobile and login with Facebook, Twitter, or LinkedIn. In the registration process be sure to specify your Sugar Mobile Phone Number, this is how Sugar Mobile is able to confirm that you’ve joined the program.
You may specify what Social Media Channels Sugar Mobile may post to, and you may also opt to review content before it’s posted as well as receive notifications when content is posted. visit www.socialhp.com/sugar-mobile and login with Facebook, Twitter, or LinkedIn. Once logged in click the SETTINGS icon on the top right, and then click MY SETTINGS in the menu that appears.
To turn Facebook, Twitter, or LinkedIn, on or off, hover over the respective logo and click “on” or “off”.
You may turn Auto Approval on or off, as well as turn Email Notifications on or off under Notification Preferences.
To unsubscribe from our Brand Ambassador Program, visit www.socialhp.com/sugar-mobile and login with Facebook, Twitter, or LinkedIn. Once logged in click the SETTINGS icon on the top right, and then click MY SETTINGS in the menu that appears. When MY SETTINGS loads, click the UNSUBSCRIBE button on the top right of the page.
The Sugar Mobile App may be installed and used on any Android or iOS Device with a supported Operating System Version, however, to use the Sugar Mobile SIM Card your SmartPhone must be unlocked by your previous carrier if it is not unlocked already.
Sugar Mobile does not offer an unlock service. Fortunately, there are many methods to get this done:
Please note - is it typical that you will be charged a fee to unlock your phone. Unlock fees can vary from $25-100 depending on the vendor.
Sugar Mobile has experienced hundreds of cases where SmartPhones purchased at Staples and Costco are locked despite being advertised as unlocked. Specifically the Samsung Grand Prime model.
You may transfer your existing phone number from another carrier to Sugar Mobile at no charge. You may transfer wireless and wireline (landline) numbers for use with Sugar Mobile’s Service. The process takes 5 business days from the request date.
You phone number may not operate with two carriers at the same time. If you transfer your phone number to Sugar Mobile from another carrier your phone number will cease to operate on the other carrier’s network.
To request a phone number transfer:
You'll be presented with a form where you'll be asked for the following information:
- Phone # (the number you'd like to transfer to Sugar Mobile)
- Provider Name (the carrier that you'll be transferring the number from)
- Provider Account # (The account # of your plan with the carrier you'll be transferring the number from)
- Preferred transfer date (The date you'd like the transfer to take place - must be a minimum of 5 business days in advance)
- Your name and address information (Must match the name and address on file with the carrier you're transferring the number from)
If the information provided in the request screen is inaccurate, the carrier that you’re transferring the number from will reject transfer.
You'll periodically receive email and text message notifications as the status of your phone number transfer request changes.
If you wish to leave Sugar Mobile you may do so at any time. We don't have contracts, or anything else that will obligate you to continue using our service.
If your SIM Card is lost, stolen, or damaged follow these steps to disable your account and replace your SIM Card:
SIM Kits may be purchased online at www.sugarmobile.ca.
If you forgot your password or phone number follow these steps:
When you’re not connected to WIFI, Sugar Mobile offers national 3G coverage across Canada and the USA (SIM Kit required). Our main roaming network in Canada is Rogers and in the USA is AT&T. For specific details about coverage areas please visit www.sugarmobile.ca/map to browse our interactive coverage Map.
Regardless of where you are in Canada or the USA you will not incur roaming fees. The service works the same way in Canada as it does in the USA.
To be compatible with Sugar Mobile’s Partner’s cellular frequencies, your device must have support for both 850 and 1900 bands. For more information on what frequencies your Smartphone supports please refer to your device’s product manual.
Sugar Mobile was designed for Canadian residents. Our service only offers Canadian Phone Numbers, and our activation forms only accept Canadian addresses. We have U.S. coverage, however, it's intended for use by Canadian's who are traveling to the U.S.
Sugar Mobile does experience bugs from time to time. It’s impossible to test all devices and we really appreciate feedback from users who report bugs. In most cases, our support staff will reward users that help us troubleshoot bugs with free credits.
When reporting bugs, it’s really important that you tell Sugar Mobile Support what type of SmartPhone you’re using, as well as the Model Number and the Version of the Operating System that you currently have installed on our Smartphone. This will help Sugar Mobile Developers isolate the problem faster.
It’s extremely helpful to provide screenshots and video of the problem you’re experiencing in addition to a detailed description. You may email your screenshots and video along with a detailed description to email@example.com
Depending on the problem you're experiencing our support representatives may ask you to provide a SIP Log. Follow these steps to enable SIP Logging and send a SIP Log:
Follow these steps to share a crash report with Sugar Mobile Staff from a Mac Computer:
Follow these steps to share a crash report with Sugar Mobile Staff from a PC Computer:
Android Crash Reports are automatically generated and shared with our developers. If you’re an Android user you will not have to share specific crash reports with Sugar Mobile.
For security reasons Caller Name ID is not supported by Sugar Mobile. Unlike postpaid telephone services where credit verification and identity verification is performed, Sugar Mobile is a prepaid service and as such these checks are not performed. When Sugar Mobile users place a call their phone number will be displayed to the receiving party however their name will not be. This is to prevent abusive users from pretending they're someone that they're not for 'spoofing' purposes.
If you're experiencing general problems using Sugar Mobile, please follow these steps:
In some cases, your WIFI network settings will have to be configured specifically for use with Sugar Mobile. We recommend that you consult with someone who's familiar with network router configuration or call your Internet Service Provider for assistance.
Test while connected to other networks
To verify that it may be your WIFI network specifically, try connecting to another network to see if the app registers properly. You can connect to a friend's WIFI for example and if things begin to work properly this will confirm that the issue is isolated to your WIFI network. You may also try to turn WIFI off and connect to 3G. If the Sugar Mobile App begins working properly on 3G this is also a good indication that the issue is isolated to your WIFI network.
Network Router Settings
If you're having trouble using the Sugar Mobile App when you're not connected to WIFI, please follow these steps:
Still having trouble using Sugar Mobile when away from WIFI?
If you're unsuccessful in getting non-WIFI Data to work and have performed all the configuration steps please contact Sugar Mobile Support to further troubleshoot.
Note - if you're an Android User we recommend installing Team Viewer on your Smartphone. This will help one of our Support Agents more easily assist with your configuration. You may download Teamviewer from the Google Play Store at the following URL:
In order to access non-WIFI (3G) Data using the Sugar Mobile SIM Card it is required that your Smartphone be configured with specific APN Settings for Sugar Mobile’s Network.
To help with this process we’ve designed an easy to use Setup Wizard that will guide you through the Smartphone Configuration process. To access the Smartphone Setup Wizard visit www.sugarmobile.ca/SetupWizard and follow these steps:
If your device isn't listed in the Smartphone Setup Wizard or if you don't receive a configuration message please refer to the following instructions to configure your Smartphone for non-WIFI Data access:
Android APN Manual Setup Instructions
Message "APN Settings not available for this user" is displayed
Android Users may experience a message "APN settings not available for this user" when trying to configure APN settings. If you experience this message please follow these steps:
If your device isn’t listed in the Smartphone Setup Wizard or if you don’t receive a configuration message please refer to the following instructions to configure your Smartphone for non-WIFI Data access:
iOS APN Manual Setup Instructions
Once you receive the success message verify the following settings on your Smartphone:
Please watch the following video for step-by-step video instructions on setting up your Android device for use with Sugar Mobile:
Please watch the following video for step-by-step video instructions on setting up your iOS device for use with Sugar Mobile:
The Sugar Mobile Talk and Text App supports Bluetooth Audio, however certain Bluetooth functionality is not supported. You may find that some in-vehicle Bluetooth functionality is not supported or that the Sugar Mobile App does not respond to features from certain Bluetooth devices, headsets, and earphones.
If you're not receiving Notifications for the Sugar Mobile Talk & Text App follow these steps:
If you're still having trouble receiving Notifications, you may want to try uninstalling and reinstalling the Sugar Mobile App. You should also check with your network administrator and make sure related TCP Ports are accessible. For more information:
Push notifications require an active Internet (data) connection. Your device must have a connection to a broadband (3G, 4G, or LTE) network, or a WiFi network. Many corporate or school WiFi networks impose restrictions or proxy servers that can interfere with your device's connection to the Internet.
If you would like to receive push notifications using the Sugar Mobile Talk & Text App, your device must meet the following requirements:
Make sure your device has the latest software:
Sync your Google account with your phone:
Set notification volume on your phone to ON:
Ensure "show notifications" for the Sugar Mobile Talk & Text App is ON:
In addition to the steps above:
Android devices that have Power Saving Mode enabled, may not be able to receive notifications of incoming calls and texts when this feature is active. If you notice that you do not receive incoming calls after your Smartphone has been idle for a while, this may be why.
If your device meets these requirements and you are still not receiving push notifications, you may need to reinstall the Sugar Mobile Talk & Text App. To do this, first, uninstall the Sugar Mobile Talk & Text App from your Android device and then reboot your device. Wait at least 30 minutes, then install the app again. After the app is installed, open the app and then sign in (not sign up) using your existing Sugar Mobile account information.
Push Notification Test App
At this point, if you're not receiving push notifications, there may be an issue with your device. You can test push notifications using the "Push Notification Test" app from Google Play.
If your device meets these requirements and you've already reinstalled the Sugar Mobile Talk & Text App, but are still are not receiving push notifications, please contact Sugar Mobile support.
Sugar Mobile users maybe contact support by sending a text message to 611 using The Sugar Mobile Talk and Text App or by sending an email to firstname.lastname@example.org.
All inquiries from the Press and Media should be directed to email@example.com