Install and activate an eSIM

 

The eSIM is only offered for the activation of a new mobile plan.

 

The following features will be offered shortly (but are not for now):

  • Changing a physical SIM associated with an existing Fizz mobile plan for an eSIM.
  • Changing the eSIM associated with an existing Fizz mobile plan for another eSIM.
  • Transfer an eSIM from one phone to another.

 

A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card.

 
Important: don’t delete your eSIM.

Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz.

 

If you get an error message after your eSIM is installed in your phone: 

  • The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started.  

  • What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer.  

  • Important -> Do NOT delete your eSIM. Why? The QR code that allowed you to install it is one-time use. If you delete your eSIM, you’ll be blocked and so will we.

 

Good to know:

To use an eSIM, your phone must be compatible. Check my phone
If it isn’t, you can still get a physical SIM card online, or from one of our partner stores.

 

  1. Where to get an eSIM

    Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access.

     

    If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After validating your address, you’ll be offered a choice and that’s where you can select the eSIM.

     

  1. Installing (and activating) an eSIM

    Once all the subscription steps have been completed, including choosing your plan and configuring your phone number, an eSIM will be assigned to you in our systems. The easiest way to install it is to scan the QR code:

     

    • Use the camera on your phone to scan the QR code.
    • Follow the on-screen instructions. Your phone will guide you through the installation process.
    • You should see a confirmation message once the installation is complete.
    • Important – subsequent steps vary based on whether you transferred your number or chose a new number.
     
    Two tricks:
    • If you hold your finger down on the QR code, some phones will install the eSIM themselves.
    • For iPhones running on iOS 17 or above, you can install your eSIM directly, without having to scan the QR code. Use your mobile phone and go under My plans > Manage my plan > Install my eSIM, and you’ll see the link.

     

    Having issues scanning the QRT code?

    In your phone’s settings, look for eSIM. Here’s the usual path:

     

    Follow the instructions to enter the activation code (shown below your QR code) manually in your phone settings.

     

    Good to know:
    Your QR code to install your eSIM and other related information are in your account under My plans > Manage my plan > Install my eSIM.

  1. Transferring your number

    Reminder:
    Do not deactivate your mobile plan with your other provider, otherwise you won’t be able to transfer your number to Fizz. Fizz will deactivate it for you when the transfer is complete.

     

    Your deadline

    Before continuing with the steps here, you need to install your eSIM before your deadline. After this date, your eSIM will expire and you'll have to start again with a new eSIM. To see your deadline, go to My plans > Manage my plan > Install my eSIM.

     

    Starting the transfer

    Once your eSIM has been installed, you need to give us the signal to start transferring your number. How? With the green magic button on the confirmation page when you're done subscribing, or in your Fizz account under My plans > Manage my plan > Install my eSIM. 

     

    On iOS, the status will be "activating" untill you press the green button "Start the transfer".

     

    The transfer process  

    To validate your identity and that this number transfer request is legitimate, your other provider will send you a text message asking you to confirm the transfer. You must reply YES within the specified timeframe, otherwise you'll have to start all over again.   

    Once these steps have been completed, i.e. installation of your eSIM in your phone and the text message from your provider answered, keep an eye on your emails. Your Fizz plan will be activated within the next two hours. When the transfer is complete, your payment cycle will begin, and you'll receive a confirmation email with your Services agreement. Your phone will automatically connect to the Fizz network. If this is not the case, check your phone's cellular network settings and make sure the toggle for this eSIM is activated.

     

    See the steps for a number transfer

     

    Good to know:
    If there’s an issue during your number transfer, we’ll reach out to you by email with next steps. Several reasons can prevent your number from being transferred over to Fizz.

  1. Choosing a new number

    As soon as you’ve submitted your subscription order, you’ll receive your mobile Services agreement and your payment cycle will begin. So don't delay installing your eSIM. 

     

    Once your eSIM is installed, your phone will automatically connect to the Fizz network. If this is not the case, check your phone's cellular network settings and make sure the toggle for this eSIM is activated.

     

    If you decide to install your eSIM at a later date:

    - Remember that your payment cycle has already begun. Your plan is active, but you need to install your eSIM to use it. 

    • - Your QR code to install your eSIM and other related information are in your account under My plans > Manage my plan > Install my eSIM. 

  1. Checking that everything works

    The best way to make sure everything is set is to try everything.

     

    Call your best friend. Text your cousin. Disable your Wi-Fi and send a picture of your cat, search the web for World Unicorn Day. Something is not working?  Check out our troubleshooting sheets:

     

    Reminder:
    As the eSIM is the link that identifies you and connects your phone to the Fizz mobile network, never remove your eSIM from your phone.

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