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FAQs

Have a question?

Find answers to all your questions right here. And if you don’t find what you need, it’s easy to get in touch by phone or email.

Activating your mobile phone

  1. How do I activate my phone?

    In order to activate your phone on the Xplore Mobile network, you must visit one of our stores.

    List of stores

Billing and payments

  1. How does billing work?

    At this point, Xplore Mobile only offers post-paid price plans. Customers receive a monthly invoice which can be retrieved on the myxplore portal or sent by mail. Usage details are only available through the myxplore portal.

  2. Do you need my credit card to make payments?

    We offer a number of payment options, including pre-authorized debit or credit card. Pay Options:

    • Online - Visit xploremobile.ca/myxplore to pay with VISA, Mastercard or American Express, or pay online through your financial institution
    • In a Store - Find a store store near you – Visit xploremobile.ca/stores
    • By Phone - Call 1-866-841-7004 and speak to a customer care representative
    • By Cheque - Mail a cheque made payable to Xplore Mobile with the remittance slip included with your invoice to: Xplore Mobile, 300 Lockhart Mill Road, PO Box 9060, Woodstock NB E7M 6B5 Please allow adequate time for your payment to reach us by mail
  3. Can I pay in store?

    Yes, customers can visit one of our stores to make a payment.

  4. Can I pay with my financial institution?

    Yes, customers can pay their Xplore Mobile account using their financial institution’s online banking platform. Xplore Mobile is registered with most major Canadian financial institutions.

  5. Why is my payment not showing on my account?

    Depending on the method of payment, there may be a delay in processing the transaction. Payment processing can take up to 10 business days, depending on which financial institution you used.

  6. How do I understand my bill?

    We’ve tried to make our invoices as simple as possible, but should you have any question, you can find additional information on how to read your invoice here

  7. What is the balance on my tab?

    You can check your tab balance on your monthly invoice or by logging into the myxplore portal.

Self-serve

  1. How do I sign up for myxplore?

    When you become an Xplore Mobile customer, we create your account in our system. You will automatically receive an email with a link to create your password.

  2. What services can I manage on my own?

    You can perform the following actions with the myxplore portal:

    • Update address and email
    • Make a payment
    • Change recurring payment method
    • View account balance / invoices
    • Check mobile usage
    • View / download your contract
    • View rate plan and features
    • View tab details (when applicable)
    • Reset voicemail password
    • Open a customer support case

Managing your services

  1. Does it cost anything to make changes to my plan?

    No, changing your plan is completely free.

  2. Can I upgrade plans?

    You can change your plan once a month; your new plan will be effective the following month.

  3. Can I change my tab?

    Once you select a tab, you need to pay it off before applying for a new one in order to get a new phone.

Data usage and rollover

  1. How does data rollover work?

    If you have unused data at the end of the month, it rolls over to the next month. There’s no catch. That’s it. And then you use the unused data first before starting to use your current month’s data. No data goes to waste.

  2. Which data is used first each month?

    You use the unused data first before starting to use your current month’s data.

  3. How do I track my data usage?

    You can track your data usage by logging into your account on the myxplore portal.

Coverage

  1. What is the coverage area?

    Xplore Mobile operates on an established 4G LTE+ network which spans Manitoba. Here’s a map of our coverage area within the province.

    We’ve got you covered thanks to our roaming partners. Visit our travel and roaming page for roaming rates.

  2. Can I use my phone outside of Canada?

    We’ve got you covered thanks to our roaming partners. Visit our travel and roaming page for roaming rates.

Travel and roaming

  1. How much will it cost to use my phone outside of Canada?

    That depends on where you’re travelling. Visit our travel and roaming page for roaming rates.

Warranty and repairs

  1. Where can I find warranty and repair information?

    Any device purchased from Xplore Mobile is subject to the manufacturer’s warranty, which is valid typically for one year from the purchase date of your device with your original receipt. Some devices may have a different warranty period. Please review the manufacturer’s warranty provided with your device or through the manufacturer’s website to understand what protection it offers and the duration of the warranty. To the extent permitted by applicable law and unless otherwise expressly provided for by Xplore Mobile in writing or as set out below, Xplore Mobile makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to devices that you purchase, or otherwise acquire title to and ownership of, from Xplore Mobile. For devices covered by the manufacturer’s warranty, please visit the manufacturer’s website or bring your device to an Xplore Mobile store. If your device is not covered by a manufacturer’s warranty, Xplore Mobile may, but is not required to, arrange with the manufacturer on your behalf to repair an out-of-warranty device and may charge you fees plus applicable taxes for such repair services, which you will be advised of before being charged.

Troubleshooting

  1. My phone’s not working. What’s wrong with it?

    Should you experience difficulties with your phone, feel free to visit one of our stores or call us at 1-866-841-7004. We will be happy to assist you.

  2. I can’t log in to self-serve. How can I reset my password?

    There are a couple of different ways to reset your myxplore password. For new customers, you’ll find help immediately below. If you’re a current customer but forgot your password, scroll down the page or click here, because we’ve got help for you too.

    For new customers
    1. You should receive an email once you activate your new service containing a link to create your myxplore login details.
    2. To reset your password, enter your username in the username text box. In most cases, your username will be the email address you provided to Xplore Mobile when you signed up. If you do not know your username, please call Xplore Mobile at 1-866-841-7004 (*611 on your Xplore Mobile phone).
    3. Once you have entered your username, click on Forgot your Password?
    4. When you check your email inbox, open the email from Xplore Mobile Support. If you do not see this email in your inbox, remember to check your Spam or Junk mail folder. Please add support@xploremobile.ca to your contacts so future emails will arrive directly to your inbox.
    5. At the bottom of the email you will click the link Reset your password. A new tab or page in your browser will open where you can enter a new password.
    6. On the Change Password Page, in the New Password Box, type in a new password. Note that your new password should be at least 8 characters long and include a combination of letters and numbers. As you type your new password, there will be an indicator to show the password strength. If you type only letters, it will show the password strength as weak. A strong password contains both letters and numbers
    7. Next, re-type your new password in the Verify New Password Box and then click Save. You will know you have successfully changed your password when you automatically get logged into myxplore.
    8. If you are still experiencing difficulties with your password, please contact us at: 1-866-841-7004 (*611 on your Xplore Mobile phone)
    For current customers
    1. To get started go to the Customer Portal at xploremobile.ca/myxplore.
    2. To reset your password, click on the Forgot your Password link.
    3. Enter your username. In most cases, your username will be the email address you provided to Xplore Mobile when you signed up. If you do not know your username, please call Xplore Mobile at 1-866-841-7004 (*611 on your Xplore Mobile phone).
    4. Click Enter.
    5. The message, ‘Your new password has been sent to you’ will display. You will now need to go to your email inbox.
    6. When you check your email inbox, open the email from Xplore Mobile Support. If you do not see this email in your inbox, remember to check your Spam or Junk mail folder. Please add support@xploremobile.ca to your contacts so future emails will arrive directly to your inbox.
    7. At the bottom of the email you will click the link Reset your password.
    8. A new tab or page in your browser will open where you can enter a new password. On the Change Password Page, in the New Password Box, type in a new password. Note that your new password should be at least 8 characters long and include a combination of letters and numbers. As you type your new password, there will be an indicator to show the password strength. If you type only letters, it will show the password strength as weak. A strong password contains both letters and numbers.
    9. Next, re-type your new password in the Verify New Password Box and then click Save. You will know you have successfully changed your password when you automatically get logged into myxplore.
    10. If you are still experiencing difficulties with your password, please call Xplore Mobile Support at: 1-866-841-7004 (*611 on your Xplore Mobile phone).
  3. I lost my phone. How do I report it lost?

    Should you lose your phone, make sure to contact us at 1-866-841-7004 or visit one of our stores. We will temporarily block your service until you locate your device or activate a new one.

  4. My phone was stolen. How do I report it stolen?

    If your device was stolen, make sure to contact us at 1-866-841-7004 or visit one of our stores. We will temporarily block your service until you locate your device or activate a new one.

Trade-in

  1. When can I upgrade my phone?

    If you don’t have a tab, you can upgrade your phone at any time. If there is an unpaid balance on your existing tab, you can still upgrade your device, but you will need to pay the tab balance before you can do so.

  2. Can I bring my own phone?

    Our network is compatible with most devices. You can check if your phone will work on our network by using our device compatibility tool.

Sales and refund policy

  1. What’s the sales and refund policy?

    If you wish to return your device, you have 15 calendar days from the date of your Agreement to return your device as long as it is in 'near new' condition and includes the original packaging, the accessories included with the device and the sales receipt. You are responsible for any pay-per-use charges, including long distance, data and roaming charges.

    If you are a person with a disability you have 30 days to return your device. The same conditions apply.