The HUAWEI P40 and P40 Pro are based on the Android 10 operating system. These phones come with the NEW HUAWEI AppGallery. __Note:__ These phones are not compatible with Google services or Play Store.

AppGallery is available in more than 170 countries, which makes it the 3rd largest app marketplace in the world. Users can easily and securely discover and download thousands of apps from around the world.



## How to get your favourite apps

![Phone Clone logo](//images.ctfassets.net/8cecwr1x4jkf/5brTSkOE97wHOrKqyMDqpq/b10300aacfc787268a6b0619e4189ad4/Logo_-_Phone_Clone.PNG?w=60) <br> __Phone Clone.__ Phone Clone is the safest and fastest way to transfer contacts, photos, videos, apps, and even settings from your previous phone to your new HUAWEI smartphone.

![AppGallery logo](//images.ctfassets.net/8cecwr1x4jkf/17tj8hluVU0YQVZ9EZnwNl/a23783c582f6afcb8d780b796defd01a/Logo_-_Huawei.PNG?w=60) <br> __Explore AppGallery.__ AppGallery is HUAWEI’s official app distribution platform for HUAWEI smartphones and tablets. Discover and download a wide range of safe, selected, and fun apps!

![Petal Search logo](//images.ctfassets.net/8cecwr1x4jkf/2TEYiDQuqB9z0fl9QDPlmP/101a0101c3523a51be9af4d05ccf7dc2/Logo_-_Petal_Search.PNG?w=60) <br> __Petal Search.__ HUAWEI Petal Search gives you access to a million apps. With the Petal Search widget, you can find every app you need right from your phone’s home screen.

## FAQ

<div class="collapsible">
  <h3> What is the HUAWEI AppGallery? </h3>
</div>
<div class="content">
  HUAWEI works with some of the world’s most innovative developers to create the app store of the future. HUAWEI AppGallery is the official app distribution platform for HUAWEI smartphones and tablets. 
</div>

<div class="collapsible">
  <h3> How is AppGallery different from other app stores? Why should I use it? </h3>
</div>
<div class="content">
  HUAWEI aims to make AppGallery an open app platform that strictly protects your privacy and security, while providing a unique and smart experience. <br>

  <br> HUAWEI AppGallery offers many easy and innovative ways to explore, discover,  and share a wide range of mobile apps. It includes an easy search feature, ranks the top apps in each category, suggests editor’s picks, allows you to make a wish list, and more! 

  HUAWEI users also get exclusive gift benefits, including vouchers, in-app credits, promotion codes, discount coupons, and VIP privileges.

  With 400 million monthly active users, HUAWEI AppGallery is the world’s 3rd largest app marketplace with thousands of popular apps across a wide range of categories. 
</div>

<div class="collapsible">
  <h3> How many apps are there in the AppGallery? </h3>
</div>
<div class="content">
  The HUAWEI AppGallery has over one million applications worldwide and has had over 180 billion cumulative application downloads in the past year. Right now, there are more than 45000 applications that can access HMS Core worldwide – a year on year increase of over 65%.
</div>

<div class="collapsible">
  <h3> Does the AppGallery have my Canadian apps? </h3>
</div>
<div class="content">
  HUAWEI is quickly building the HUAWEI AppGallery to give access to thousands of popular apps from all over the world, and new international and local Canadian apps are added to the gallery regularly. You can find internationally popular apps, like TikTok, Snapchat, Microsoft Office, and Aliexpress, as well as local Canadian apps, like Wattpad, Flipp, The Weather Network, and Indigo.
</div>

<div class="collapsible">
  <h3> Is it safe to download apps from the AppGallery? </h3>
</div>
<div class="content">
  Yes. HUAWEI AppGallery is designed to provide a safe and secure user experience. It has a professional four-layer security system designed to detect malicious behaviour, make privacy checks easier, and guarantee app security.
</div>

<div class="collapsible">
  <h3> How do I register for the AppGallery? </h3>
</div>
<div class="content">
  On all new HUAWEI phones (e.g. Mate 30 Pro and P40 series), AppGallery comes pre-installed, free, and ready to use. 

  When you set up your new HUAWEI phone, you’ll automatically be taken through the quick and easy process of creating (or logging in to) your personal __HUAWEI ID__, a personal account that lets you seamlessly access HUAWEI’s exclusive services, including AppGallery, HUAWEI Cloud, Health, and more.
</div>

## HUAWEI mobile services & apps

<div class="collapsible">
  <h3> How do I get my apps onto my HUAWEI device without the Google Play Store? What if I can't find my favourite apps in HUAWEI AppGallery? </h3>
</div>
<div class="content">

Here are four easy ways to install your favorite apps on your new HUAWEI smartphone:

1. You can easily __transfer__ your favorite apps from your old to your new smartphone using Phone Clone.

2. You can __find and install__ many popular apps through AppGallery, such as TikTok, Snapchat, Flipp, and Wattpad.

3. You can __download MoreApps__ in AppGallery. This app lets you find secure APK download resources in third-party app stores for most Canadian apps.

4. You can use a web browser to __access the web version of the app__, then add it to your phone’s home screen as a shortcut.

If you still can't find the app you’re looking for, you can __add it to your "Wish List"__ in AppGallery. HUAWEI will notify you when it’s available in HUAWEI AppGallery.

HUAWEI is working with global app developers to continuously improve the HUAWEI Mobile Services (HMS) platform to offer an improved user experience.

For instructions on downloading your favourite apps, please click [here](https://consumer.huawei.com/ca/campaign/favourite-apps/). 
  </div>

<div class="collapsible">
  <h3> Can I use other app stores on this phone? </h3>
</div>
<div class="content">

No, HUAWEI AppGallery is the official app store for HUAWEI phones and comes pre-installed on all new HUAWEI devices (e.g. Mate 30 Pro and P40 series). 

Google Play Store won’t be pre-installed in the upcoming HUAWEI phones, such as the Mate 30 Pro and P40 series. 
    </div>

<div class="collapsible">
  <h3> Can I get Google apps on my phone? </h3>
</div>
<div class="content">

At this time, it’s not possible to download Google apps on new HUAWEI phones. However, all new HUAWEI smartphones (e.g. Mate 30 Pro and P40 series) come with pre-installed and easy-to-use apps, like __HUAWEI Browser__ to easily browse the web and __HUAWEI Cloud__ for safe and secure cloud storage. 

You can access Google services, like YouTube and Google Maps, via the HUAWEI Browser simply by visiting the destination web page online.
      </div>

## Contact Information & Help

<div class="collapsible">
  <h3> Where can I get more information on apps installations? </h3>
</div>
<div class="content">

1. You can ask in the HUAWEI Canada Community. Stop by and take part in discussions about the AppGallery!

2. Contact HUAWEI’s Customer Service Hotline at 1-888-548-2934. <br>
__English:__ Mon-Sun, 8:00-22:00 (EST) <br>
__French:__ Mon-Fri, 9:00-21:00 (EST)
</div>

Learning

My Account

Other

Health and safety

How Koodo uses GenAI

Understanding cookies

HUAWEI mobile services and the AppGallery

Can't find your answer in [Self Serve](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005d&cid=telDM606696&bid=532720001)? Skip the wait.

Your questions deserve instant answers, and Koodo Assist is here to help with them. Our digital assistant will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. 

See Prepaid Koodo Assist in action at [koodomobile.com/prepaidchat](https://t.email.koodomobile.com/r/?id=h1fc0a981,32385f06,27d6005e&cid=telDM606696&bid=532720001). 

If you're a postpaid customer (on a monthly service), you can visit Koodo Assist at [koodomobile.com/chat](http://koodomobile.com/chat). 

## How can Koodo Assist help me?

- Koodo Assist is a digital rep that is available 24/7.

- It gets you answers to questions about your Koodo service instantly on your mobile device or desktop

- It's quick, easy to use, will answer almost any Koodo-related question 

- It can help you manage your Koodo account by performing account transactions, such as checking your account balance, resetting your account password, and topping up your data.

- If you need further assistance from a live rep, you can schedule a callback. You get to choose the time, and you can book one for the next day if we’re closed

## Getting started

__Important:__ In case you don’t see the yellow Koodo Assist icon or window at the bottom right of the “Help” home page, try disabling the ad blocker in your web browser. If you don’t want to disable your ad blocker, please visit us at [https://www.koodomobile.com/help](https://www.koodomobile.com/en/help) for help.

Koodo Assist is available on various pages of our website. Whenever you see the yellow Koodo Assist icon at the bottom right, click it to launch our digital rep.

__Note:__ For your security, you'll be prompted to log into your Koodo account before we provide any account-specific information. If you’re already logged in you’re just one click away from getting quick help from Koodo Assist. We won't ask you to enter all your info again.

## Helpful tips

- Keep your question short and simple. Our digital rep can recognize keywords to understand your question.

   __Examples:__

   “How much is my bill?”

   “Add Easy Roam”

   “Update credit card”<br><br>

   At times, you may be asked to click on a button to get more info or to move on to the next step.<br><br>

 ![Koodo Assist Button EN](//images.ctfassets.net/8cecwr1x4jkf/2Sa3hLd6dyIVpgxYEMiRg8/c75e199d75f5a96e281a27c1cebe0056/Koodo_Assist_Buttons_EN.jpg?w=500) 

- Bookmark koodo.com/chat for easy access in the future

<div class="collapsible">
<div class="t-heading-h3"> Frequently asked questions (FAQ) </div>
</div>
<div class="content">

__How can Koodo Assist help me?__

Koodo Assist will save you time by answering questions and helping you complete transactions like topping up or checking your account balance right on your device. For the best experience, make sure to log in to your Koodo account and provide your phone number when prompted at the start of the session.<br><br>

__Which languages can our digital rep understand?__

Koodo Assist is fluent in both English and French. The assistant defaults to your preferred language on koodo.com. To change your preferred language, go to koodo.com on your mobile device or desktop and click the language/region selector next to the Login link.<br><br>

__Do I have to log in to my Koodo Self Serve account to use Koodo Assist?__

To access account-specific information: Yes, you must log in to your Koodo Self Serve account for your security.

To ask general questions: No, you don't need to log in to your Koodo Self Serve account.<br><br>

__I don’t have a Koodo Self Serve account. Can I still use Koodo Assist?__

Yes, Koodo Assist is still able to provide general information without requiring you to log in to Koodo Self Serve.<br><br> 

__I am not a Koodo customer. Can I still use Koodo Assist?__

Yes. Our digital rep helps with account questions and transactions, but it can also answer general questions.<br><br>  

__Why are you asking me to sign in and for my phone number?__

This helps our digital rep provide a better experience. When you’re signed in, it can access your account and provide you with information that’s specific to your services.<br><br>

__What if I missed my scheduled callback?__

You’ll receive a text message notifying you when you're about to receive your callback. We always make 2 attempts to reach you, so if you miss one, don't worry - we'll try calling you again.<br><br>

__Why am I not receiving my scheduled callback?__

Make sure you haven't blocked the following Koodo phone numbers, either on your phone or with our Call Control feature: 

- 1-866-995-6636 
- 1-833-665-6636

If you’re still not receiving the callback, please consider rescheduling it to a different number.<br><br>

__How do I cancel a callback?__

You could cancel your callback by answering the call and pressing 2 on your phone when prompted to cancel.<br><br>

__Why don’t you have a phone number?__

As a digital-first brand, 100% of the support we offer begins online. Whether it's managing your account or finding answers to your questions, all of our support tools are available through our website 24/7. Just scroll this page for all the handy options. 

If you've tried all the support options but you still need help from a live rep, rest assured that Koodo Assist is here to lend a helping hand and can even schedule a callback for you, so you don’t have to wait on hold.

  </div>

  <style>
  .t-heading-h3 {
    font-size: 1rem;
    font-weight: 600;
    line-height: 1.5;
  }
</style>

Koodo Assist FAQs

At Koodo, we are committed to respecting your privacy, and an important part of that is being transparent about how we handle your personal information. Accordingly, we developed this Cookies Notice to inform you about our use of cookies across our websites and apps. We want you to understand what cookies are, how Koodo uses cookies and what your choices are.

<div class="collapsible">
  <h3> What are cookies? </h3>
</div>
<div class="content">

A cookie is a small text file, often containing a unique identifier, stored by your web browser when you visit a website. Websites use cookies to help provide certain functions, and to personalize your web experience by remembering things like your language preferences or items in your shopping cart.

For more details, see our [Understanding Cookies](https://www.koodomobile.com/en/cookies) page

  </div>


<div class="collapsible">
  <h3> How Koodo uses GenAI </h3>
</div>
<div class="content">

At Koodo, we aim to provide you with the best experience and ensure you get answers quickly and easily. We’re dedicated to using the latest technology to enhance your experience, including Generative AI. 

Starting July 16, 2024, our Koodo Assist digital rep for mobility monthly customers may provide responses generated by AI. This is a pilot program that leverages a BETA version of our Generative AI model. 

Starting August 21, 2024, our Koodo Assist digital rep for Home Internet customers may provide responses generated by AI. This is a pilot program that leverages a BETA version of our Generative AI model. 

Read on to learn how Generative AI is used, how it benefits you, its limitations, and our commitment to protecting your privacy.

  </div>

<div class="collapsible">
  <h3> What is Generative AI and how is it used for support? </h3>
</div>
<div class="content">

Think of Generative AI (Gen AI) as a super-smart assistant in Koodo Assist. It’s designed to understand your questions and dig up helpful answers quickly. Instead of searching through our Help Articles or FAQs, you can just ask Koodo Assist, and it’ll do the searching for you. 

To learn more about how AI works, check out [Destination AI](https://cifar.ca/ai/destinationai/telus/), offered by the Canadian Institute for Advanced Research (CIFAR) or the [TELUS Wise digital literacy workshop on Responsible AI](https://www.telus.com/en/about/news-and-events/media-releases/TELUS-Wise-expands-with-new-Responsible-AI-online-workshop-for-teens).

  </div>

<div class="collapsible">
  <h3> How was it developed? </h3>
</div>
<div class="content">

This AI experience was built in collaboration with TELUS, using a blend of open-source and proprietary technologies. The Large Language Model (LLM),  powering the AI-powered support tool, was trained by OpenAI and is hosted in Canada. It’s made to be helpful, safe, and respectful of your privacy.

  </div>

<div class="collapsible">
  <h3> What data does Koodo use in this Generative AI support tool? </h3>
</div>
<div class="content">

Our GenAI support tool utilises a proprietary pre-trained generative AI model and our mobility monthly and Home Internet Help Article content to help you easily find the answer to your questions. It focuses on Koodo information to help with service-related questions and it may occasionally use data from its training dataset that’s external to Koodo.
  </div>

<div class="collapsible">
  <h3> How does Koodo keep my personal information safe? </h3>
</div>
<div class="content">

The purpose of this GenAI support tool is to help mobility monthly and Home Internet customers access information using Koodo Help articles. It cannot answer account-specific questions and cannot access information about your Koodo account. __You must never share any personal information with the tool.__ Personal information means information that identifies you or that may render you identifiable, including your phone number, email and passwords. 

At Koodo, we respect our customers' privacy and take great care to safeguard personal information. As part of our ongoing commitment to putting customers first, we have a long-standing policy of protecting privacy in all of our business operations. Learn more at [koodomobile.com/en/privacy](http://koodomobile.com/en/privacy). To learn more about Koodo Home Internet and the use of GenAI, please refer to [telus.com/privacy](https://www.telus.com/en/about/privacy). 

  </div>

<div class="collapsible">
  <h3> How do I access the Gen AI chatbot? </h3>
</div>
<div class="content">

Head over to [koodo.com/chat](http://koodo.com/chat) and select ‘Mobility-Monthly’ and start chatting.  

1. Ask your question - keep it clear and simple.

2. Koodo Assist will figure out if AI can help with your question

3. AI will find answers from our Help articles and may provide a link with more helpful information. 

4. After a response, you may be given the option to give it a thumbs up if you found the answer helpful, or a thumbs down if you didn’t. We appreciate your feedback, as it helps us to provide better answers in the future.

To access the __Koodo Internet__ chatbot, head over to koodo.com/chat and select ‘Home Internet’ and start chatting.  

1. Ask your question - keep it clear and simple.

2. Koodo Assist will figure out if AI can help with your question

3. AI will find answers from our Help articles and may provide a link with more helpful information 

4. After a response, you may be given the option to give it a thumbs up if you found the answer helpful, or a thumbs down if you didn’t. We appreciate your feedback, as it helps us to provide better answers in the future.

  </div>

<div class="collapsible">
  <h3> What else should I know? </h3>
</div>
<div class="content">

AI is pretty smart, but it’s not perfect; it has its limitations. Generative AI is designed to create new information, meaning that it can be both creative and random.

Support tools powered by Generative AI have a potential for providing unexpected responses or information that is not 100% accurate. This means that GenAI may provide slightly different answers at different times. 

The chatbot BETA launched on July 16, 2024 is a pilot, which means that you may come across some inaccurate information while we’re fine tuning. For the most accurate information, please refer to the Help articles and links that the GenAI provides as reference.

To manage this, we’ve aligned with ISED Canada’s Voluntary Code of Conduct and configured the chatbot for reliable responses based on our Help Articles. Ongoing human monitoring ensures responsible deployment.

We have configured Koodo Assist  to use Help articles as its main source of information. We also ran multiple tests to help ensure we catch any issues and keep things safe.

  </div>

<div class="collapsible">
  <h3> Why use AI in Koodo Assist? </h3>
</div>
<div class="content">

We believe in using technology for good: to make your life easier and our services better. This AI chatbot is just one of the ways we’re trying to do that.

At Koodo, we're dedicated to responsible AI use, aiming to set a global standard for ethical technology usage. Since 2019, in collaboration with TELUS, we've been committed to responsibly using AI. This includes informing and educating about AI’s role and potential through resources like telus.com.

If you’d like to learn more about how we use AI responsibly at Koodo, check out this article [here](https://www.telus.com/en/about/privacy/responsible-ai).

  </div>

How Koodo uses Gen AI

Practicing good hygiene through regular hand washing is essential to helping slow the spread of the Coronavirus (COVID-19). Equally important is regularly disinfecting our phones, which we carry with us nearly everywhere these days.

A [study published in early February](https://www.journalofhospitalinfection.com/article/S0195-6701(20)30046-3/fulltext) states that viruses can live up to nine days on smooth glass and plastic surfaces, such as those on smartphones and tablets.  The U.S. Centers for Disease Control and Prevention (CDC) recommends cleaning these “high-touch” surfaces at least once per day.

### How to properly clean your phones

Keeping your smartphones and tablets clean helps prevent the spread of germs and bacteria. Here are some tips on how to safely do so without damaging them.

1. Wash your hands often with soap and water for at least 15 seconds. If soap and water are not available, use an alcohol-based hand sanitizer. Keeping your hands clean will help keep your phones clean.

2. Try to limit the number of people coming into physical contact with your phone. Think of it as a personal item, like your toothbrush or hairbrush, and avoid sharing it if possible.

3. Safely clean your phone as often as possible, following these steps:

- Ensure that your phone is turned off and unplugged from external power sources
- Clean the phone using a soft, lint-free or microfiber cloth with either soapy water (40% dish soap and 60% water) or a rubbing alcohol solution (40%-70% isopropyl rubbing alcohol and 60%-30% water).  
- Gently wipe down the front and back of your phone, avoiding any openings like the charging port and speaker grills.  Avoid using bleaches, aerosol sprays or abrasive cleaners.   Do not spray any cleaning solution directly onto your phone. 
- Use a dry corner of the cloth to remove any excess solution on your phone. Avoid abrasive towels, cloths, or similar items.
- Also remember to clean your phone case if you have one. Cases may also carry germs. Consider purchasing a case with an antimicrobial cover, which helps eliminate surface bacteria from the surfaces.

Following these simple phone hygiene steps on a daily basis can help keep you and your family safe.


A cleaner smartphone is a safer smartphone.

TELUS IP (Internet Protocol) Relay Service enables deaf and hard-of-hearing individuals to place and receive text-based relay calls from their personal computer (PC) and/or mobile device. A TELUS IP Relay operator will connect an IP Relay caller to a voice party. All calls are strictly confidential. All you need to use TELUS IP Relay is a PC with an Internet connection.

There is no charge for using the TELUS IP Relay Service to place local calls or long-distance calls within North America using a PC. For wireless smartphone devices, all applicable usage charges still apply. International calls are billed at regular long distance rates.

Calls placed through the TELUS IP Relay Service are also entirely confidential. TELUS IP Relay agents are professionally trained and follow a strict code of ethics. No record of conversation content is retained.

### How to reach TELUS IP Relay
You can reach TELUS IP Relay through a computer or mobile device.

- http://iprelay.telus.net/ (IP to Voice)
- 1-877-584- 4747 (Voice to IP)
- IP to IP calls are not supported

### How TELUS IP Relay works for IP users
A person who is deaf, hard of hearing, or speech disabled uses a PC or wireless web-enabled device to type his or her conversation to a TELUS IP Relay agent, who then reads the typed conversation to the other party. The TELUS IP Relay agent then types the other party's spoken words back to the IP Relay user.

### Getting started

*PC requirements:*

- Internet connection (DSL, Cable, T1, etc.)
- Internet browser (Microsoft Internet Explorer 6 or 7, Apple Safari 4 or greater, Mozilla Firefox 3.5 or greater, Google Chrome)
- Computer

*Wireless smartphone requirements:*

- Smartphone with QWERTY keyboard
- Web browser supporting AJAX and Javascript (e.g. Bolt browser for Blackberry devices and Skyfire browser for Windows mobile devices)
- Please refer to your smartphone user guides for more information

1. Connect to http://iprelay.telus.net/ from your PC or wireless device. If this is your first time using the service, select __Register for a new account__ and follow the registration process.
2. Log on to TELUS IP Relay with your access number and password
3. In the __Make a call__ tab, enter the phone number in the "number to dial” field".
4. The TELUS IP Relay agent will answer by typing "Welcome to TELUS IP RELAY SERVICE, this is operator #, my name is (agent's name), followed by GA (for "go ahead").
5. The TELUS IP Relay agent will dial the number and will let you know how the connection is progressing (e.g. ringing 1…2…3…), inform you when someone answers, and then give the person's gender in brackets (e.g. (f) female, (m) male).

### Tips for voice users

- Remember to speak directly to the IP Relay user, not to the TELUS IP Relay agent.
- Speak a bit more slowly than usual, as the TELUS IP Relay agent is typing in word for word what you are saying.
- Spell names.
- Always say GO AHEAD when you are finished.
- Always wait for the TELUS IP Relay agent to say GO AHEAD before speaking.
- Let the TELUS IP Relay agent know at the beginning of the call if you are familiar with the service.
- If the IP Relay user is unavailable, you will have the option to leave a text message. For more information please go to http://iprelay.telus.net/ TIPS and FAQ.

### Two-line voice carry over
If you can speak clearly and use text to see what the other person is saying, you may request Voice Carry Over (VCO). Two-line VCO allows you to speak for yourself, while the TELUS IP Relay agent will type what the person says to you.

### How to use IP Relay to contact Koodo
To contact Koodo or to share feedback on the IP Relay service, check out the __Feedback__ section of our [Accessibility](https://www.koodomobile.com/accessibility) help page.

<br><br>__Related help pages:__
- [Accessibility at Koodo Mobile](https://www.koodomobile.com/accessibility)

Got a Q? We have the A.

Need more help?