How do I fix a payment issue?

Is your credit card expired?

You can update your credit card or other payment information any time. To prevent overdue payment, the update must take place 24 hours before the start of your plan’s next payment cycle to ensure your account is updated in time for your next payment.

To update your payment method  Go to My Plans in your account. Click on Manage > Payment method.
Make sure to your new payment method is associated to your plan.

You must add a new credit card before removing an old credit card from your account.

 

Was your payment rejected?

If your credit card payment is rejected, you will receive a communication to let you know, and you will need to take action before 10 p.m. that same night by either:

  • Update your payment method in your Fizz account.
  • OR
  • Make a credit card payment in order to release funds and allow for your Fizz payment to go through.

IMPORTANT: Only one last attempt will be made between 10 p.m. and 11h59 on the day preceding your plan’s anniversary date to collect your monthly payment.  

If your payment is rejected once again, your plan will be suspended and you will have 30 days to pay the amount due via the “Make my monthly payment” button that will be made available in your Fizz account. Once your payment has been received and confirmed by Fizz (please allow a delay of up to two hours), your plan will be reactivated.

If your payment is not received within this 30-day period:

  • In the case of a mobile plan, we will deactivate your SIM card and your telephone number (which could be assigned to another Fizz member). Your Fizz subscription will be cancelled, and you will lose all of your rolled over data. Any funds left in your Fizz wallet will be reimbursed via the payment method associated to your Fizz account.  
  • 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 available in the My Account section of the Website.

This process occurs automatically; you will receive automated reminders.

When your mobile plan is cancelled due to a payment failure, the associated phone number is lost and cannot be transferred. It is therefore VERY important, if you want to keep your phone number, to pay your outstanding balance.

Reclaiming your phone number following a failure to pay: Know that the phone number is kept 60 days after deactivation, and so the mobile plan must be reactivated within this delay to have any chance at recovering it.

 

Read more:

How do payment cycles work?
What payment methods can I use?