How do I fix a payment issue?

Is your credit card expired?

The update must take place 72 hours before the end of your payment cycle to make sure your account is updated in time for your next payment. You must add a new credit card before removing the one currently associated to your account.

To update your payment method  Go to My Plans in your account. Click on My plans > Manage plan > Payment method.

 

Once your payment method has been updated in your Fizz account, you must associate it to each plan you want to pay with that card. That is not done automatically. To associate your payment method to each of your plans:
1. Log into your Fizz account.
2. Select the plan, and click on Manage plan / Payment method

For a detailed explanation of how to update your monthly payments, please follow the following link : How do I update my payment method?

 
With Fizz, you pay for your plan each month via automatic pre-authorized payments planned 72 hours before the end of your payment cycle.

Example. Your payment cycle ends on the 5th of every month. The automatic payment of your plan therefore takes place on the 2nd of the month, and your new cycle starts on the 6th.

If a payment fails, you’ll receive automatic reminders that will tell you what you need to do along with the deadline that applies, to pay for your plan yourself to avoid it being suspended or even cancelled.

 

How to pay for your plan.

Whether it’s at risk of being suspended or already suspended, the steps to pay for your plan are the same:

  1. Log into your account on fizz.ca
  2. Once connected, you should see a pop-up with your plan, explaining what you must do, and by when.

*If you don’t see a pop-up, select the plan in question to see that same info.

  1. Click on button “Proceed to payment”, and follow the on-screen steps. You can pay with the same payment method or add a new one.

 

What happens when your monthly plan fails.

You’ll receive automatic reminders that will tell you what you need to do along with the deadline that applies, to pay for your plan yourself to avoid it being suspended or even cancelled.

 

Here are the key elements and associated deadlines:
Fizz lets you know the payment failed.

An email and a text will be sent to you to notify you of the payment failure. From that moment, you have until the end of your payment cycle, so 72 hours from the time the payment attempt failed, to proceed with the payment of your plan.

 

If you make your payment in time.

If you make your payment within the 72 hours, so before the end of your payment cycle (the date and time are specified in your account, as well as in the communications that will be sent to you), there is no impact or consequence: your services remain activated.

 

If your plan is suspended for nonpayment.

If you don’t make your payment before the end of your payment cycle, before the date and time specified in your account as well as in the communications that will be sent to you, your plan will be suspended. You won’t be able to use your services until a payment is made to reactivate them.

 

Reactivating your services when your plan has been suspended.

Once your payment is received, we’ll work to reactivate your services, and you’ll receive an email confirmation as soon as everything is ready:

  • For a mobile plan, expect at most a two-hour delay.
  • For a Home Internet plan, expect at most a 12-hour delay. Then, restart your modem.

 

Pay attention to the new date of your payment cycle mentioned in your confirmation email. Since your plan will have been suspended for a bit, your payment cycle will shift.

 
The cancellation of your plan.

When your plan is suspended, you have one payment cycle (so one month) to make your payment. The deadline will be indicated in your account, as well as in the communications that will be sent to you to this effect. If no payment is made, your suspended plan will be automatically cancelled:

  • In the case of a mobile plan, your SIM card will be deactivated, your phone number will be assigned to another person, your unused data will be deleted. Any funds left in your Fizz wallet will be reimbursed via the payment method used for the original transaction. 
  • In the case of a Home Internet plan, your subscription will be deactivated and cancelled. The instructions to return your Fizz Wi-Fi modem will be sent to you, but also remain available in the My Account section of the website.

All referral bonuses associated with your plan will also be lost, including the ones pending in the account of the friends you invited.

 

If a payment fails for more than one plan.

If you have several plans for which the payment failed, you’ll receive automatic reminders for each of them. Each reminder will tell you what you need to do along with the deadline that applies, to pay for each plan yourself to avoid having one suspended or even cancelled.

 

Can I keep my phone number if my mobile plan is cancelled due to a payment failure?

When your mobile plan is cancelled due to a payment failure, you risk the lost of the associated phone number. It is therefore VERY important, if you want to keep your phone number, to pay your outstanding balance as soon as possible.

We keep the phone number in our systems for a period of 60 days following the deactivation date. If you want to transfer your number to another provider, you’ll have to reactivate your plan because only active numbers can be transferred. 

 

Read more:

What payment methods can I use?
How do payment cycles work?
How do I update my payment method or credit card information?