Emergency

Be prepared and ready for any situation.

FAQs

FAQ

I’m waiting for the delivery of my Fizz package.

COVID-19 update: We're still delivering.The delivery of SIM cards and Wi-Fi modems is still offered. Rest assured that our technicians and delivery partners respect the necessary hygiene rules required at this time. Update 05/14/2020: Please note that Canada Post, one of our delivery partners, informed us to expect delays up to 5 days in SIM cards deliveries in the Montreal region. Please check the partner's delivery tracking for further details. The Wi-Fi modem delivery is not impacted. You can see the status of all your Fizz orders in your Order history. Log into your account and go to My profile. Click on Order history / See details. Click on the shipping number to see on the carrier’s website the details of your delivery. If there’s any inconsistency with the delivery information you see, contact the carrier directly. If the carrier cannot help you, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours so we can open a ticket for this issue. Go to shipping number to track your delivery on the courrier service website When will my SIM card be delivered? Delivery will depend on which shipping option you selected when you ordered. Express shipping (under 3 hours): Available only for SIM card deliveries in the Greater Montreal Area. Offered in the order process when we know we’ll be able to commit to this delay. Expect your delivery: Monday to Friday, for an order placed between 8 a.m. to 6 p.m. EST (no delivery later than 9 p.m.). Saturday, for an order placed from 8 a.m. to 2 p.m. EST (no delivery later than 5 p.m.). Standard shipping (2 to 3 business days): If your delivery time spans a statutory holiday, delivery will take an additional day. Expect your delivery
FAQ

How do I fix a payment issue?

Is your credit card expired? 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. 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 Manage > 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/Payment method Was your payment rejected? If your monthly payment fails, 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: Updating your payment method in your Fizz account. OR Making a credit card payment in order to release funds and allow for your Fizz payment to go through. Tip for the billing address associated to your credit card When you enter the information for your payment method, the billing address associated to your card must correspond to the address you declared to your bank for that card. The right info must be entered in the corresponding fields, and the address needs to be 100% identical. Pay attention to the following items: The name of the street (Ave, avenue) Special works (Saint, St, Ste) Hyphens Spaces Spelling Tip: Make a copy and paste of what is written in your bank account. If the address and postal code that you associate to your payment method are not identical to that declared to your bank, you won’t be able
FAQ

I’m unable to log into my Fizz account. What do I do?

Reset your password Is there a problem with your password? Go to the Fizz login page and follow the process for resetting your password. After changing your password, you may need to clear your internet browser's cache (delete your history and your cookies). If you just created your account, changing your password won’t be possible. You’ll need to wait 24 hours, as well as make sure to validate your email. Confirm your email address Did you confirm your email address within 24 hours of creating your account? If you did not confirm your email address within the required timeframe, your Fizz account will be automatically blocked. How to unblock your account: Go to the Fizz login page and click on the Lost password link. You will receive an email with a link that lets you reset your password and confirm your email address. Create a new password. You will now be able to log into your Fizz account. If you click on the link “Forgot?” to reset your password, you only have one hour to validate the link sent by email. If you click the link several times, make sure to only use the link from the last email you'll have receive, or else it won't work. Error in your email address Did you mistype your email address when you created your Fizz account? To contact Customer Service, simply click on the chat bubble that appears at the bottom this page. You can access to the bubble chat within the business hours. They will verify your identity and send your confirmation email to the correct email address. Account or plan is locked If you see the message "Your account is blocked. Use the chat tool to resolve the issue." while trying to log in, this means that the Fizz team
FAQ

How to contact us

Do it yourself. Be in control. Fizz is designed so members can help themselves and each other without having to wait. That’s why we created some useful tools to help you manage your service, your way. Your Fizz account: Log into your account to view and easily manage all aspects of your profile and Fizz plans. The Solution Hub: Find practical information and answers to your questions in the Solution Hub. The Community Hub: Ask questions, get answers, and learn tips from other Fizz community members. However, if you're still not finding the answer you need, the Fizz Customer Service team is on hand to troubleshoot and steer you in the right direction. To contact Customer Service, simply click on the chat bubble that appears at the bottom the Solution Hub pages. To chat with us, make sure that: You're logged into your Fizz account. You're active on a help page. You're within the business hours: every day from 8 a.m. to 9 p.m. (EST). You have disabled any ad blockers in your browser. If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.
FAQ

How do I find out if my phone is on the National Stolen Device Blacklist?

The Canadian Wireless Telecommunications Association (CWTA) has created a public site that allows you to search for your phone’s IMEI to find out if it’s on the National Stolen Device Blacklist. If you would like to see if your phone is on the National Stolen Device Blacklist, enter your phone’s IMEI number at: https://www.devicecheck.ca/check-status-device-canada/ How do I find my phone’s IMEI? An IMEI number is your phone’s ‘identity card’. It enables you to obtain your unlock code. It’s also an anti-theft provision by allowing you to block your phone in case it is lost or stolen. Your IMEI number can be found: By dialing *#06# on your phone’s keyboard Under your phone’s battery, or on the supporting card that holds an iPhone’s SIM card Printed on a sticker attached to your phone’s original packaging About the Canadian Wireless Telecommunications Association (CWTA) CWTA is the authority on wireless issues, developments and trends in Canada. It represents companies that provide services and products across the wireless sector. Representing the industry before all levels of government and various regulatory agencies, CWTA actively promotes the industry with the goal of ensuring continued growth of the wireless sector in Canada. CWTA administers a number of initiatives on behalf of its members, including corporate social responsibility programs and the national common short codes program. About the Global System for Mobile Communications (GSMA) The GSMA represents the interests of mobile operators worldwide, uniting nearly 800 operators with more than 300 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces industry-leading events such as Mobile World Congress, Mobile World Congress Shanghai, Mobile World Congress Americas and the Mobile 360 Series conferences. If your phone is lost or
FAQ

How do I subscribe to the T911 service?

The T911 service enables people who are living with an auditory or speech disability to communicate with the 911 emergency service using text messaging. Activate the T911 service in > My plans > Manage > Advanced parameters. If you have more than one plan on your account, the T911 service must be activated for each relevant plan. To use the T911 service you must: Have an active Fizz mobile account Have a phone compatible with the T911 service Activate the service in > My plans > Manage > Advanced parameters Reside where the T911 service is available It can take up to 5 business days to process your request for T911 service. If accepted, you will receive a text message confirming the activation of the service. If you have not received a text message after 5 working days, please notify us by chat or by using the Proof of disability form. Although the T911 service is currently available in only a limited number of regions in Canada, you can still sign up for it. To find out about where the T911 service is available, see: http://textwith911.ca/en/home/ How to make an emergency call using T911 Make a call to 911. The 911 emergency dispatcher will send you a text message. Continue the communication via text message. Do not hang up! Your call must be active for the full duration of the T911 text conversation. This allows the agent to hear what’s happening in your immediate environment during the call.
  • Community hub

    Conversation
    Ma commande n'est pas arrivée en totalité! 1

    Bonjour! J'ai acheté deux cartes SIM, j'ai payé, mais je n'en ai reçu qu'une !!! Comment pouvons-nous résoudre ce problème? Quelle option serait la meilleure pour le fizz: donnez-moi la deuxième carte SIM ou donnez-moi l'argent? Je dois résoudre ce problème de toute urgence !!! Merci d'avance et j'ai hâte de revenir.

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    Conversation
    How can I contact someone who can fix my issue blocking me from adding a payment method?

    So first, my card was deleted from the account out of nowhere, the one that had worked fine for the past 6 months or so. Then, when I tried to add a new payment method, with a total of zero cards on the account, I was told I had reached the max number of cards on my account. So I got help from support to reset the limit. Now, the payment method didn't go through, so I deleted the card, rechecked all the info, and put that in. Now, again, with no cards, I was told I had reached the max. So I went to support again figuring they could reset it again. Big fat nope, apparently the max number of cards (which doesn't even function that way, it's more like "max number of payment info input tokens") can only be reset once. So what now? I'm literally lost with how ridiculous this system is. You think it'd be easier for me to give them money.

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    Conversation
    Is it normal that the network is down again?

    I have signed up for Fizz late last week. Already, I have lost connected calls every day I have used Fizz. It may be that the network coverage is not as in-depth as I was led to believe, but today, with the network connection outage, I am beginning to ask myself some questions... Is this atypical or baseline for Fizz?

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