Issue with the screen (touch or display)

  1. If it’s a physical break

    If your phone suffered from physical damage, this unfortunately won’t be covered by the manufacturer warranty.

    You could consider having your phone repaired:

    • Every manufacturer has a list of authorized repair locations. Check their website to locate the one nearest you.
    • A quick search on the Internet will also help you find other repair shops.


    Or else, you can always use your Fizz SIM card in another phone since your plan associated with it remains active. Perhaps you know someone that can help you out? Or, use this opportunity to upgrade your phone model. Fizz offers great options, both new and Preloved.


    How to buy a phone at Fizz

  1. Restart your phone

    Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds.

    If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. 

    If the phone is frozen, and you cannot restart it, try a force restart. 

    The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. 

    To know the one for your phone, make an Internet search using the keywords that correspond to your phone. 

    Ex. Force restart Samsung S10

  1. Restore your phone to its factory settings

    IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding.

    Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. 


    The steps to follow to reset your network settings will vary depending on the type of phone. Here are two examples:

    Android: Applications → Settings → General management → Reset → Reset settings → Click on Reset settings
    iPhone: Settings → General → Reset → Erase all content and settings


    Check whether the issue is still there before configuring and personalizing your phone, or installing apps.