How to update your MyRogers Profile and Settings

Please note: Username or password changes will apply to all accounts linked to your MyRogers profile. If you’ve forgotten the username on file with us, you can learn more here.

When to do this:

• To change the email address you’re currently using to log-in to MyRogers or other services like Rogers Xfinity and more. Update username

Things to Know:

• Username must be in valid email format name@email.com (+ (plus) symbol is not accepted)
• Your username email can be different than the contact email we have on file for bill and account communications

Ran into issues?

If your desired username is already in use, you can link your account to the existing username following these steps.

Changing your password often helps keep your account safe.

Things to know:

• Your password will be updated on all accounts connected to your MyRogers profile.
• Use a strong, unique password with at least 8 characters, including uppercase letters and symbols. This makes it harder to guess.
• Don't share your password or use public devices to access your account.
• If you think your password was shared, change it right away to keep your information safe.

Sign in to update password now

When to do this:

• For a forgotten MyRogers username or password, you can set up a wireless recovery number. We’ll send a PIN by text message your mobile number to help retrieve your sign-in information quickly (it’s quicker than an email). Update wireless recovery number

Things to know:

• Must use a wireless phone number (can be any provider – cannot use landline )
• For your security, we partially hide your wireless recovery number on file
• You cannot completely remove or delete a wireless recovery number once provided.

Learn recover your username or password via SMS

Here’s how to change the language of the communications we send you to either English or French:

1. Sign into your MyRogers account and select Settings.
2. In the Settings Overview section, select Contact & Billing.
3. Beside Contact language, select Switch to French or Switch to English.

Note: For your bill and bill-related communications, this change won’t take effect until the start of your next bill cycle.

When to do this:

• For online billing, we’ll send your monthly bill notification and some account notices to the contact email on file.
• To receive notifications about interruptions to your Rogers services.
• To use optional notification functionality built into some of our apps.

Steps:

1. Sign into your MyRogers account.
2. Select Settings.
3. In the Settings Overview section, select Contact & Billing.
4. Beside the Email Address section, select Update email address.
5. Enter the email address that you would like to use as your new contact email and select Continue.
6. Select Submit. You’ll get a message that your contact email has changed. Select Done to finish.

Notes:

• Your contact email is separate from your MyRogers username email. To change that, see the instructions above.
• The format for your contact email must be as follows: name@email.com (the plus [+] symbol is not allowed)
• To completely remove a contact email, please contact us.
• If you try to update your email to the same one we already have on file, you’ll see an error message – try a different email or contact us to resolve this.

When to do this:

• If you want to receive text/SMS notifications as soon as your monthly bill is ready, you’ll need to update your wireless contact number first.
• To receive notifications about interruptions to your Rogers services.
• To use optional notification functionality built into some of our apps.

Steps:

1. Sign into your MyRogers account and select Settings.
2. In the Settings Overview section, select Contact & Billing.
3. In the Wireless number section, select Update wireless number.
4. Enter the phone number you want as your New wireless number and select Continue.
5. Select Send code. A 6-digit code will be sent to your new contact number.
6. Enter the 6-digit code when prompted.
   • You have 60 seconds to enter the code before the transaction is blocked for 5 minutes.
   • If you enter the code incorrectly 5 times, the transaction will be blocked for 5 minutes.
   • If the transaction gets blocked, please wait 5 minutes and restart the steps.
7. Select Submit code.
8. Select Done.

If you want to receive a text message as soon as your monthly bill is ready, visit this page to set up your account for text notifications.

Note: For added security, you may be prompted to validate your new wireless contact number in your MyRogers account Profile Settings before any notifications are sent to you.

When to do this:

• If the home phone number and/or business phone number we have on file is incorrect or you want to provide a new one. Update Home Phone or Business Phone Number

Things to Know:

• As of September 15, 2020, updating numbers can only be completed online. It will no longer be available over the phone or through live chat.
• For your security, we partially hide the phone number(s) we have on file.
• To completely remove a phone number from your profile, please contact us

Ran into issues?

If you try to update your phone number to the exact same one we have on file, you’ll encounter an error. To resolve this, please contact us or try a different phone number.

If you want to move residential services from one location to another please use our moving concierge instead.

When to do this:

• If your billing address has changed and you want to continue receiving paper bills once you’ve moved.
• For debit / credit card payments, update your bill address so it’s the same one used at your financial institution

IMPORTANT: We have now included an extra verification step before you can proceed with changing your billing address. This is for added security on your Rogers account. A 6-digit verification code will be sent to your email or via text (depending on the preference you specified on your account setup.) Once this code is entered successfully, you can then follow the steps on changing your address.

Update billing address

Things to know: 

• P.O. Box numbers cannot be displayed or updated online, please contact us to update it 
• We’ll try to match the address you entered with Canada Post – you can submit either version to us
• It may take up to your 2nd bill cycle to receive your paper bill at new address

Ran into issues?

• You cannot enter special characters including dashes and French accents into input fields but upon clicking Continue, Canada Post should solve this
• You cannot enter street directions (i.e. Bloor Street East) but upon clicking Continue, Canada Post match should solve this
• If you try to submit a bill address that is identical to what we have on file, or if only the capitalization differs, you’ll see an error message – contact us or try a different address
• If you’re having issues with the verification code, or updating your billing address online altogether, please contact us.

When to do this:

• If you no longer want to receive your paper bill in the mail, you can switch to online billing

Switch to online billing

Things to know:

• To make the switch and to receive monthly bill notification emails, you need a contact email on file. You can also add or update your email in this flow
• To switch from online bill to paper bill, please contact us. 

Ran into issues?

• If your account has been cancelled, you may not be able to switch to online billing and could see an error message upon submission
• If your account has been put on a temporary, voluntary suspension (i.e. for travel), you may not be able to switch to online billing and may see an error message upon submission. The switch can be made once your bill is no longer on hold.
• If you try to update your email to the same email we have on file, you’ll see a “Something Went Wrong” message – contact us or try a different email

Learn more about the benefits of online billing and how to use it.

• Change your first or last account name (i.e. due to marriage, divorce etc.)
• Add or manage other authorized contacts to your account
• Put your account on a temporary, voluntary suspension (i.e. for travel) or turning it off
• Change ownership of an account (i.e. due to a death)
• Switch from Online Bill to Paper Bill
• Add or update your mobile phone number (feature is coming in 2020)
• Remove a phone number or contact email from our system