How can I change the SIM associated with my mobile plan?

How to replace a Fizz SIM
How to take out and insert a SIM
SIM card: If you get an error message.
I have a new phone. How can I transfer my eSIM?
I deleted my eSIM. What do I do?

The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. It can be a physical SIM card or an eSIM (if your phone is compatible of course).

 

If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate  

 

If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan.

 

Good to know: You can switch from a physical SIM card to an eSIM, or from an eSIM to a physical SIM card.

 

Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated.

  1. How to replace a Fizz SIM

    If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free.

     

     

    1) Sign in to your account

    The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change my SIM. From there, you can choose the eSIM or order a physical SIM card.

     

    Having issues connecting to your account?

    Right this way for some troubleshooting.

     

    You will have 3 options :

     

    A. Order and activate an eSIM

    Cost: Free
    Format: QR code to scan

    Choose this option if:

    • You lost your phone and want to transfer your plan to a new eSIM-compatible device.

    • You have an eSIM-compatible phone and want to activate your plan directly without using a physical SIM card.

    Important: Make sure your new phone is eSIM-compatible and unlocked before choosing this option.

     

    B. Order a physical SIM card

    Cost: $15 (free shipping)
    Format: SIM card shipped by mail

    Choose this option if:

    • You lost your phone and want to activate your plan on a new phone using a physical SIM.

    • You need to replace your current SIM card (e.g., damaged, lost, or not working).

    Shipping time: Usually delivered within 2 to 5 business days.

     

    C. Activate a physical SIM card

    Cost: Free (if you already have the SIM card)
    Format: Activation code printed on the SIM card

    Choose this option if:

    • You already have a Fizz SIM card (newly received or from a previous device) and want to activate it with your plan.

    Tip: Have your activation code handy — it’s required to complete the activation process.

     

    2) Complete the security validation step.

    At this stage, you will be asked to enter the details of a payment method associated with your mobile plan. The idea is to validate your identity as the owner of the plan. You will not be billed for any amount. You may be asked to chat with an agent. 

     

    3) If you chose an eSIM, install it.

    Scan the QR code and install your eSIM within 30 minutes of ordering. Once installed on your phone, do NOT delete your eSIM. If you get an error message, check this FAQ.

    Installing and activating an eSIM

     

    Good to know: After 30 minutes, your QR code will expire, and you won’t be able to install your eSIM. You’ll have to start over with a new eSIM

     

    4) Wait 30 minutes.

    Once your request to change your SIM is submitted, a 30-minute delay is set for security reasons before your new SIM (eSIM or SIM card) is officially activated.

     

    No action is required on your end. You simply have to wait for your mobile plan to be ready to be used with your new SIM. You’ll receive a second email (the first one being the initial confirmation of your request) when everything is ready.

     

    Good to know: If necessary, during this 30-minute period, you can cancel the SIM change request directly in your account > My plans.

     

    If you’re using a new phone:

    Insert your new SIM card in your phone and wait the 30 minutes.

    If you’re using the same phone:

    Watch the top of your phone’s screen. Once the 30-minute delay is over, it'll switch to network search, meaning that your current SIM card is deactivated. Insert your new SIM card and restart your phone.

     

    Good to know: If necessary, during this 30-minute period, you can cancel the SIM change request directly in your account > My plans.

     

    Once the 30 minutes have passed:

     

    1. For an eSIM:

    Your new eSIM will be automatically activated, unless you did not install it in time, in which case you’ll have to start over.

     

    1. For a physical SIM card:

     

    If you’re using a new phone:

    Insert your new SIM card in your phone. Your new SIM card is activated, and you can use your plan.

     

    If you’re using the same phone:

    Watch the top of your phone’s screen. Once the 30-minute delay is over, it'll switch to network search, meaning that your current SIM is deactivated. Insert your new SIM card and restart your phone.

     

    5) Check that your plan works well.

    Call your BFF. Text your cousin. Send a pic of your cat. Make a web search. If in doubt, visit https://fizz.ca/en/faq/how-test-my-fizz-line

     

    (!) If your mobile data or multimedia messages (MMS) are having issues, reconfigure the Fizz network settings (APN). The steps to do so are here: https://fizz.ca/en/faq/what-are-fizz-network-settings-apn

     

  1. How to take out and insert a SIM

    To take out and insert a SIM card in a phone:

    1. Insert a small paperclip into the SIM tray pinhole.
    2. Apply pressure until the tray pops open.
    3. Pull the tray out and remove the SIM card.
    4. Put your new SIM card in the tray, and put the tray back in place.
    5. Restart your phone.

     

    Good to know:
    • A SIM card is detachable in three different formats (mini, micro and nano). Make sure to insert the correct SIM card format for your phone. If you detach the wrong format, don’t worry — the Fizz SIM card can be “reattached” in the right format.
    • Insert your SIM card the right way around to allow the connectors on the card to establish contact with your phone.

  1. SIM card: If you get an error message.

    If you get an error message while trying to activate a physical SIM card saying the activation code you entered has already been assigned to a member, try again in 30 minutes. The system had a little glitch, but everything will be fine the second time around. In the meantime, keep your current SIM card in your phone. If it's still not working after 30 minutes, please contact customer service.

  1. I have a new phone. How can I transfer my eSIM?

    In fact, an eSIM cannot be transferred from one phone to another the same way as a physical SIM card, for example. You need to change your SIM. You then install the new eSIM on your new phone and activate it with your existing mobile plan.

     

  1. I deleted my eSIM. What do I do?

    The QR code that allowed you to install it is one-time use. If you deleted your eSIM, start again your SIM change from the beginning.

     

    If you want more information about eSIM, visit this page : Install and activate an eSIM | Fizz

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