Sugar Mobile Support Knowledgebase

 

THE SUGAR MOBILE TALK & TEXT APP

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.

Compatible Operating Systems

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.

Windows Phone

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.

Blackberry

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.

Tablets

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.

Emoticons (Emoji)

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

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.

Incompatibility with iMessage

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.

Where to download the App

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:

SMS Short Codes

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-FREE

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.

Creating a Sugar-Free Account

To create a Sugar-Free Account follow the steps below:

  1. Visit www.sugarmobile.ca and click "Try Sugar-Free"
  2. Enter your email address and click NEXT, a verification email will be sent to you
  3. Check your email and click "verify"
  4. Return to the previous screen and click "next"
  5. Provide your name, address, email address, and specify a password that you'll use to login to your account, click NEXT once you've done so.
  6. Select a local phone number from the available phone numbers provided.
  7. Download the "Sugar Mobile Talk & Text App" for Android or iOS and login with the phone number your selected and the password you specified

Verification E-Mail Not Received

If you did not receive the verification e-mail when creating a Sugar-Free Account, please follow these steps

  • Check your Junk and Spam folders for the verification email. If you find the verification email in one of these folders be sure to specify that emails from this sender are not spam so that you receive emails from Sugar Mobile in the future
  • If you can not locate the verification email send an email to Sugar Mobile Support asking them to manually verify your email address for you. Be sure to send the email from the same email address you want to associate your Sugar-Free Account with.

Extending your Sugar-Free Trial

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:

  1. Purchase a $19 In-Store Voucher
  2. Login to your account at www.sugarmobile.ca/login or by clicking the "Account" tab in the app.
  3. Click TOPUP from the Main Menu
  4. Select VOUCHER as your payment method
  5. Select EXTEND YOUR TRIAL
  6. Enter the VOUCHER CODE printed on your receipt that the store cashier gave you and click REDEEM NOW

Follow these steps to purchase a trial extension online:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the "Account" tab in the app.
  2. Click TOPUP from the Main Menu
  3. Select CREDIT CARD as your payment method
  4. Select EXTEND YOUR TRIAL
  5. Enter your Credit Card Information and click PAY NOW

How to Subscibe To Sugar Mobile

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.


SIM Kit

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.

Compatibility

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.

Where to Buy

SIM Kits may be purchased online at www.sugarmobile.ca.

How long will it take my SIM Kit to arrive?

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;

  1. Regular Mail (Free) - this can take anywhere from 3 business days to 21 business days depending on where you're located in Canada. Orders placed with free shipping will arrive in your regular mail so be sure to check your mailbox regularly.  Orders sent with regular mail can not be tracked so we're not able to determine exactly when they will arrive.  If more than one month has passed since you placed your order and you still haven't received it we will send out another kit for you.
  2. Courier ($15) - delivers to most locations in Canada in 1-5 business days.  Orders placed with courier shipping will receive a tracking number via email when the order is shipped.

How to Activate

When you receive your SIM Kit follow these steps to activate it:

Sugar-Free Users

  1. Visit www.sugarmobile.ca/activate
  2. Click I ALREADY HAVE AN ACCOUNT, you’ll be redirected to the login page
  3. Login to your account with your Sugar Mobile Phone Number and Password
  4. Enter your PIN in the field provided – there’s a scratch area on the back of your SIM kit that will reveal your PIN
  5. Click NEXT and please wait, this may take several minutes
  6. Follow the on-screen instructions to install your SIM Card in your SmartPhone and configure your SmartPhone’s APN settings (More Information)

New Users

  1. Visit www.sugarmobile.ca/activate
  2. Click I’M A NEW USER
  3. Enter your PIN in the field provided – there’s a scratch area on the back of your SIM kit that will reveal your PIN, click NEXT
  4. Provide your name, address, email address, and the password you wish to use to login to your Sugar Mobile Acccount, click NEXT.
  5. Select a local phone number from the available phone numbers provided.
  6. Follow the on-screen instructions to download the Sugar Mobile Talk & Text App, install your SIM Card in your Smartphone and configure your
  7. SmartPhone’s APN Settings (More Information)

Problems Activating

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:

  1. Take a picture of the serial # on your SIM Card or write down the serial # on your SIM Card. We recommend taking a picture to avoid a type-o
  2. Email Sugar Mobile Support at support@sugarmobile.ca with the serial # on your SIM card, indicate that you can't read your PIN

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:

  • Revisit the store you purchased the SIM Kit at and ask them to enable it, or;
  • Email proof of purchase to Sugar Mobile Support at support@sugarmobile.ca along with your PIN. Sugar Mobile's Support Staff will reply once they've enabled your PIN for you.

Canada/U.S. Included Discrepancy

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.


ADDING DAYS TO YOUR ACCOUNT

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.

Purchasing Information

Purchasing Information

Follow these steps to purchase an Additional Service Plan In-Store:

  1. Purchase a $19 In-Store Voucher
  2. Login to your account at www.sugarmobile.ca/login or by clicking the "Account" tab in the app.
  3. Click TOPUP from the Main Menu
  4. Select VOUCHER as your payment method
  5. Select ADDITIONAL SERVICE PLAN
  6. Enter the VOUCHER CODE printed on your receipt that the store cashier gave you and click REDEEM NOW

Follow these steps to purchase an Additional Service Plan Online:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the "Account" tab in the app.
  2. Click TOPUP from the Main Menu
  3. Select CREDIT CARD as your payment method
  4. Select ADDITIONAL SERVICE PLAN
  5. Enter your Credit Card Information and click PAY NOW

Account Expiration Policy

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.


ACCEPTED PAYMENT METHODS

In-App Purchases & Online Purchases

For purchases made In-App and Online acceptable payments are VISA, Mastercard, and American Express.

In-Store Purchases

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.


AUTOMATIC TOP-UP

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.

How to enable Auto-Topup

To enable Auto Top-Up follow these steps:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the 'Account' tab in the app.
  2. Click AUTO TOP-UP from the Main Menu
  3. Toggle ENABLE AUTO TOP-UP in the ON position
  4. Enter your credit card information. The credit card information must be registered to the address on your account
  5. Toggle when you'd like your Auto Top-Ups to occur;
  • When your non-WIFI data drops below 10mb
  • When you have 1 day or less remaining in your available days
  • On a specific day of every month

    Click SAVE SETTINGS for the changes to take effect

How to change your Auto Top-Up Credit Card

To change the credit card that you’re using for Auto Top-Up follow these steps:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click AUTO TOP-UP from the Main Menu
  3. Click CHANGE in the CREDIT CARD INFO box
  4. Enter the details of your new credit card. The credit card information must be registered to the address on your account
  5. Click SAVE SETTINGS for the changes to take effect

How to disable Auto Top-Up

To disable Auto Top-Up follow these steps:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click AUTO TOP-UP from the Main Menu
  3. Toggle ENABLE AUTO TOP-UP in the OFF position
  4. Click SAVE SETTINGS for the changes to take effect


DATA ADDON

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.

Purchasing Information

Follow these steps to purchase an Data Addon In-Store:

  1. Purchase a $19 In-Store Voucher
  2. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  3. Click TOPUP from the Main Menu
  4. Select VOUCHER as your payment method
  5. Select DATA ADDON
  6. Enter the VOUCHER CODE printed on your receipt that the store cashier gave you and click REDEEM NOW

Follow these steps to purchase Data Addon Online:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click TOPUP from the Main Menu
  3. Select CREDIT CARD as your payment method
  4. Select DATA ADDON
  5. Enter your Credit Card Information and click PAY NOW


INTERNATIONAL CALLING & LONG DISTANCE ADDON

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.

Purchasing Information

Follow these steps to purchase an International Addon In-Store:

  1. Purchase a $19 In-Store Voucher
  2. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  3. Click TOPUP from the Main Menu
  4. Select VOUCHER as your payment method
  5. Select INTERNATIONAL ADDON
  6. Enter the VOUCHER CODE printed on your receipt that the store cashier gave you and click REDEEM NOW

Follow these steps to purchase an International Addon Online:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click TOPUP from the Main Menu
  3. Select CREDIT CARD as your payment method
  4. Select INTERNATIONAL ADDON
  5. Enter your Credit Card Information and click PAY NOW

Release Notes

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.


VOICEMAIL & CALL FORWARDING ADDON

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.

Purchasing Information

Follow these steps to purchase a Features Addon In-Store:

  1. Purchase a $19 In-Store Voucher
  2. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  3. Click TOPUP from the Main Menu
  4. Select VOUCHER as your payment method
  5. Select FEATURES ADDON
  6. Enter the VOUCHER CODE printed on your receipt that the store cashier gave you and click REDEEM NOW

Follow these steps to purchase an International Addon Online:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click TOPUP from the Main Menu
  3. Select CREDIT CARD as your payment method
  4. Select FEATURES ADDON
  5. Enter your Credit Card Information and click PAY NOW

Setup and Usage

Accessing Call Forwarding Setup Online

To access the call forwarding setup follow these steps:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click CALL FORWARDING in the Main Menu

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:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click VOICEMAIL in the Main Menu

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:

  • Dial *98 from the dialpad.
  • Dial your telephone number from the dialpad.
  • If you have messages waiting, a new message indicator will appear to the left of the call button on the dialpad.

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.

Storage Limitations

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.

Visual Voicemail Not Supported

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.


BRAND AMBASSADOR PROGRAM

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.

Subscribing

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.

Configuring Settings

Configuring Settings

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.

Channel Settings

To turn Facebook, Twitter, or LinkedIn, on or off, hover over the respective logo and click “on” or “off”.

Notification Preferences

You may turn Auto Approval on or off, as well as turn Email Notifications on or off under Notification Preferences.

Unsubscribing

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.


PHONE UNLOCK REQUIREMENTS

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.

How do I know if my SmartPhone is locked?

Android Users


When you insert your SIM Card in your smartphone, if a message pops up prompting you to enter a "Network Unlock PIN" then your smartphone is locked.  This message would not appear if your smartphone was unlocked.

iPhone Users

If you do not see an option for Cellular Data Network (or Mobile Data Network) then your iPhone is most likely locked. This option will only appear on unlocked phones.

  1. Open Settings
  2. Tap Cellular (or Mobile)
  3. Check for an option named Cellular Data Network (or Mobile Data Network).

How to unlock your SmartPhone

Sugar Mobile does not offer an unlock service. Fortunately, there are many methods to get this done:

  • Visit a local electronics store, most of them offer cell phone unlock services
  • Search for an online cell phone unlocker, there are many websites that perform this service
  • Visit your existing carrier and ask them to unlock it for you.

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.

Important note about SmartPhones purchased at Staples & Costco

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.


TRANSFERING YOUR PHONE NUMBER TO SUGAR MOBILE

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.

Important Notice – Please read

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.

How to request a phone number transfer

To request a phone number transfer:

  1. Visit www.sugarmobile.ca/login or click the ACCOUNT tab in the App
  2. In the main menu click ACCOUNT INFO and then click CHANGE next to where your Phone Number is displayed and then click TRANSFER FROM ANOTHER PROVIDER.

    3. 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)
  3. Click SEND REQUEST to submit the phone number transfer request.

Preventing phone number transfer rejections

If the information provided in the request screen is inaccurate, the carrier that you’re transferring the number from will reject transfer.

Transfer Updates

You'll periodically receive email and text message notifications as the status of your phone number transfer request changes.


When your phone number transfer is complete you'll receive an email with instructions on how to login to the app with your new phone number.

Cancelling your phone number transfer request

If the status of your Transfer Request is Pending or Rejected you may login to your account and cancel the request yourself;

  1. Login to your account at www.sugarmobile.ca/login or by clicking the ACCOUNT tab in the app
  2. Click ACCOUNT INFO
  3. Where your phone number is displayed click CHANGE and then EDIT TRANSFER DETAILS
  4. Click CANCEL to cancel your Transfer Request
If the status of your Transfer Request is Processed, or Confirmed;

Contact support, include your Sugar Mobile Account Number and request that the transfer be cancelled. Please note, transfers that have already taken place can not be cancelled or reversed. If you wish to cancel a transfer that's already been completed you'll have to contact your old carrier and request that they transfer the phone number back to them, as per industry procedure Sugar Mobile can not assist with transferring phone numbers from Sugar Mobile to another carrier.

Transferring your phone number from Sugar Mobile to another carrier

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.


Transfers from Sugar Mobile to another carrier may not be initiated by Sugar Mobile.  It is the responsibility of your new carrier to contact our Transfers Department to arrange the transfer.

Please note, we are unable to facilitate any communication with you related to your transfer, your new carrier must communicate directly with our transfers department. 


LOST/STOLEN/DAMAGED SIM CARD

If your SIM Card is lost, stolen, or damaged follow these steps to disable your account and replace your SIM Card:

  1. Login to your account at www.sugarmobile.ca/login or by clicking the “Account” tab in the app.
  2. Click ACCOUNT INFO from the Main Menu
  3. Scroll down and click CHANGE next to your SIM Card # and then click REPORT LOST/STOLEN SIM
  4. Read the message displayed carefully – you may not undo this process
  5. Enter your password for security purposes and click REPORT
  6. Order a new SIM Kit online or purchase a new SIM Kit in-store
  7. Follow the instructions sent to your e-mail address to reset your password and attach your new SIM Kit to your existing account


WHERE TO BUY SUGAR MOBILE

SIM Kits may be purchased online at www.sugarmobile.ca.


FORGOT PASSWORD OR PHONE NUMBER

If you forgot your password or phone number follow these steps:

  1. Visit www.sugarmobile.ca/login
  2. Click FORGOT # OR PASSWORD
  3. Enter the email address that you used to create your Sugar Mobile Account
  4. You’ll receive an email with your Phone Number as well as a password reset link
  5. Click the RESET link to reset your password


NON-WIFI COVERAGE

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.

No Roaming Fee Policy

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.

Supported Cellular Frequencies

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.


CANADIAN RESIDENT POLICY

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.


FEEDBACK & BUG REPORTING

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.

Share your Smartphone Model and OS Version

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.

Share Screenshots & Video

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 support@sugarmobile.ca

Share Logs

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:

  1. Open the Sugar Mobile Talk & Text App
  2. Click SETTINGS > PREFERENCES and enable LOG SIP TRAFFIC
  3. Click DONE
  4. Click SETTINGS > SIP LOG > CLEAR
  5. Click DONE
  6. Reproduce the issue you're experiencing
  7. Click SETTINGS > SIP LOG > SHARE > SEND BY EMAIL and enter support@sugarmobile.ca to share your log with Sugar Mobile Support Staff
  8. Once you've completed logging, Click SETTINGS > PREFERENCES and disable LOG SIP TRAFFIC

Share Crash Reports from a Mac (iOS User Only)

Follow these steps to share a crash report with Sugar Mobile Staff from a Mac Computer:

  1. Connect the iPad or iPhone to the Mac and sync it as your normally would
  2. Hit Command + Shift + G and navigate to ~/Library/Logs/CrashReporter/MobileDevice
  3. If you have multiple iOS devices connected to your Mac, be sure to select the correct device
  4. Look for the files with the app name “Sugar Mobile”, copy the files, and email them to support@sugarmobile.ca. It may be necessary to compress the files with a compression tool like ZIP if they are large in size.

Share Crash Reports from a PC (iOS Users Only)

Follow these steps to share a crash report with Sugar Mobile Staff from a PC Computer:

  1. Install iTunes on the PC (if it’s not already installed) and sync the device with iTunes
  2. Navigate to the following folder on your PC: C:\Users\USER\AppData\Roaming\Apple computer\Logs\CrashReporter\MobileDevice\
  3. Click on the appropriate device name
  4. Look for the files with the app name “Sugar Mobile”, copy the files, and email them to support@sugarmobile.ca. It may be necessary to compress the files with a compression tool like ZIP if they are large in size.

Crash Reports for Android Users

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.


RECOMMENDED USAGE GUIDELINES

Please refer to our Recommended Usage Guidelines for best practices when using Sugar Mobile.  Our Recommended Usage Guidelines may be viewed at the following URL: www.sugarmobile.ca/save


Caller Id Name Policy

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.


Troubleshooting - General

If you're experiencing general problems using Sugar Mobile, please follow these steps:

  1. Verify that you're connected to WIFI or 3G
  2. Make sure that you're using the Sugar Mobile App to place calls and send texts.
  3. Verify that your signal strength is excellent. If your signal strength is poor and you're connected to WIFI, move closer to your WIFI router. If your signal strength is poor and you're connected to 3G, travel to an area where signal strength is better.
  4. Restart your Internet Router and if you have a separate modem, restart your Internet Modem as well.
  5. Uninstall and reinstall the App. Sometimes, your registration will fail and this may create problems when trying to dial out or when receiving calls.
  6. Verify that your account isn't expired, and if you're trying to use 3G verify that you have non-WIFI data available.
  7. Remove the SIM Card and then reinsert it, verify that it's installed correctly.
  8. Turn your phone off and on
  9. If you're still experiencing problems, try resetting the Sugar Mobile Talk & Text App. Click SETTINGS > RESET APPLICATION. Please note, you will lose your text message history and call history.


Troubleshooting - WIFI

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

  • Ensure that network traffic is permitted to the following IP addresses on all ports:
    208.89.128.107
    208.89.128.109
  • Ensure that both QOS and SIP ALG are disabled on the router.


Troubleshooting - Non-WIFI (3G)

If you're having trouble using the Sugar Mobile App when you're not connected to WIFI, please follow these steps:

  1. Verify that your phone is unlocked. Sugar Mobile's SIM Card will only work with unlocked smartphones.
  2. Verify that you're in a serviceable area. Sugar Mobile's non-WIFI service will only work in areas where 3G connectivity is available through our network or our partner networks. For more information, please visit www.sugarmobile.ca/map
  3. Remove the SIM card and reinsert it, verify that it's installed correctly.
    Turn your phone off and on.
  4. Complete the setup wizard to configure your smartphone for use on the cellular network. Visit www.sugarmobile.ca/setupWizard (see Smartphone Setup Wizard)

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:

https://play.google.com/store/apps/details?id=com.teamviewer.quicksupport.market

Device-Specific Smartphone Setup Wizard

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:

  1. Enter your Sugar Mobile Phone Number and Password and click NEXT
  2. Select your Smartphone Brand and Model from the dropdown menus provided and click NEXT
  3. Depending on your Smartphone model the next step will vary;
    3a. A list of setup instructions will be displayed specifically for your smartphone. Follow the setup instructions displayed on your smartphone
    3b. A configuration message will be sent to your smartphone. Follow the instructions displayed to open and install the message.
  4. Once you’ve completed the wizard, verify that you’re able to access non-WIFI Data on your smartphone.

Android Universal Smartphone Setup

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

  1. If your smartphone is dual SIM, ensure that the Sugar Mobile SIM Card is installed in the primary SIM Card slot. 
  2. Your cellular/mobile data setting must be enabled
  3. Your data roaming setting must be enabled
  4. Your network mode must be set to 3G (in some devices the setting may be labeled WCDMA instead of 3G).
  5. You must create an Access Point Name (APN)
  6. Type Internet in the NAME field
  7. Type sugarmobile.ca in the APN field
  8. Type default in the APN TYPE field, or select INTERNET from the options.
  9. Be sure to enable the new APN setting
  10. Reboot your Smartphone to ensure the settings take effect

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:

  1. Turn on WIFI and wait for your phone to connect to it
  2. While connected to the WIFI Network, reboot the phone
  3. As soon as the device restarts it will automatically connect to the previous WIFI network
  4. Go to APN settings following the above-mentioned path and check if you are now able to add/edit APN Settings

iOS Universal Smartphone Setup

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

  1. Connect to WIFI on your Smartphone
  2. Visit www.sugarmobile.ca/apple from a web browser
  3. Click BEGIN SETUP
  4. Click INSTALL on the top right corner of the window that appears

Once you receive the success message verify the following settings on your Smartphone:

  1. The APN value must be set to sugarmobile.ca
  2. Data Roaming must be enabled
  3. Cellular Data must be enabled
  4. Your Carrier setting should be set to automatic
  5. Reboot your Smartphone to ensure the changes have taken effect

Android Smartphone Setup Video

Please watch the following video for step-by-step video instructions on setting up your Android device for use with Sugar Mobile:



https://youtu.be/NVdtnUGayvE

iOS Smartphone Setup Video

Please watch the following video for step-by-step video instructions on setting up your iOS device for use with Sugar Mobile:



https://youtu.be/ynQcE1eaBGg


Bluetooth

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.


Notification Settings - iOS

If you're not receiving Notifications for the Sugar Mobile Talk & Text App follow these steps:

  1. Make sure you're connected to WIFI or the cellular network.
  2. Make sure that the app supports notifications. Go to Settings > Notifications, select Sugar Mobile, and make sure that Notifications are turned on.
  3. Make sure that you're signed in to your Apple ID on your iOS device. Go to Settings > iTunes & App Stores and enter your Apple ID and password.
  4. Make sure that Do Not Disturb is turned off. Go to Settings > Do Not Disturb and tap Manual if it's turned on.
  5. If you've recently installed the Sugar Mobile App or restored from a backup, open the Suar Mobile app to start getting notifications.
  6. Ensure that LOW POWER MODE is turned OFF.
  7. Turn your iPhone off and on

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:

https://support.apple.com/en-ca/HT203609


Notification Settings - Android

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:

  1. Go to the Settings of your phone.
  2. Go to About phone.
  3. Go to System updates.
  4. Check for available updates.

Sync your Google account with your phone:

  1. Go to the Settings section of your phone.
  2. Go to Accounts and sync.
  3. Make sure there are no errors when syncing your account with your phone.

Set notification volume on your phone to ON:

  1. Go to the Settings of your phone.
  2. Go to Sound setting.
  3. Go to Volume setting.
  4. Set Notification volume to ON.

Ensure "show notifications" for the Sugar Mobile Talk & Text App is ON:

  1. Go to the Settings of your phone
  2. Go to Application manager (or Apps)
  3. Find and select Sugar Mobile
  4. Ensure there is a checkmark next to "Show Notifications".

In addition to the steps above:

  1. Ensure that POWER SAVING MODE is disabled
  2. Ensure that KEEP WIFI ON DURING SLEEP is enabled
    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.

Also check:

  1. Internet connection (3G/4G or WiFi connection)
  2. Push notifications require a valid SIM card and an active Wi-Fi or cellular connection. Note: Notifications use Wi-Fi only when a cellular connection is unavailable. Firewalls and proxy servers may affect your ability to receive notifications.
  3. If you have a firewall that restricts the traffic to or from the Internet, you'll need to configure it to allow connectivity to the following ports: 5228, 5229, and 5230. Google typically only uses 5228, but it sometimes uses 5229 and 5230. Google doesn't provide specific IPs.
  4. Update your Google Play Store App: If you device needs an update for this app, it will prompt you when you open it.
  5. Update your google Play Services App: This app is usually included in newer versions of Android or was included in an update to the Google Play Store. To see if you have it, go to the Google Play app store and search for "Google Play services". Look for a button that says "Install" or "Update". If you see it, select it to install or update the app.

Uninstall/Reinstall App

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.

https://play.google.com/store/apps/details?id=com.firstrowria.pushnotificationtester


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.


CONTACTING 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 support@sugarmobile.ca.


PRESS AND MEDIA INQUIRIES

All inquiries from the Press and Media should be directed to pr@sugarmobile.ca