How do I fix a payment issue?

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 from being suspended or even cancelled.

 

  1. My credit card is expired.

    You must update your payment method at least 72 hours before the end of your payment cycle to make sure your account is updated in time for your next payment. Before removing the card currently associated with your account, you’ll need to add a new one first. 

     

    My Settings>Payment Methods>Add a new 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.   

     

    My Plans>Manage Plan>Payment Method

  1. My monthly 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 current payment cycle, so 72 hours from the time the payment attempt failed, to proceed with the payment of your plan to avoid it being suspended, and eventually cancelled.

     

    If you catch up on your payment in time.  

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

     

    If you don’t catch up on your payment within that 72-hour window.  

    If you fail to catch up on your payment in time, your plan will be suspended. You won’t be able to use your services until a payment is made to reactivate them. 

     

    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 to avoid having one suspended and eventually cancelled.

     

  1. How to catch up on my failed payment.

    The steps to catch up and pay for your plan are the same whether your plan is at risk of being suspended or already suspended:

    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.  
    3. 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.

  1. My plan is suspended.

    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.

     

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

     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.

     

    If you don’t make your payment on time, your plan that was suspended will be automatically cancelled.

  1. My plan was cancelled.

    In the case of a mobile plan, this means:

    • your SIM card has been deactivated
    • your phone number may have been assigned to another person
    • your unused data was deleted
    • any funds left in your Fizz wallet was refunded via the payment method used for the original transaction.  

     

    In the case of a Home Internet plan, this means:

    • your subscription has been deactivated and cancelled
    • the instructions to return your Fizz Wi-Fi modem were sent to you, but also remain available in the My Account section of the website

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

     

    Can I reactivate my plan if it was cancelled?

    No. Once your plan is cancelled, you must resubscribe.

     

    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 losing its associated phone number. It is therefore VERY important, if you want to keep your phone number, to pay make your payment 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 resubscribe and hope your number is still available 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?