When you transfer your current phone number to Fizz, your line must still be active with your current/previous provider. We will disconnect your old provider during the activation process. To keep your number and transfer it to Fizz, you will need the account number for your current/previous mobile provider (you can find it on your bill). During the activation process, here’s how to keep your current phone number: Click Transfer a number to Fizz. Enter your phone number in the field that opens up below. Use the drop-down to choose your previous provider. Enter your previous provider’s account number or your phone’s IMEI# in the field below. Find your account number on your bill. Dial *#06# on your phone to get your 15-digit IMEI number. Only the IMEI phone number used at your current provider will allow the transfer. If the number is more than 15 digits long, enter only the first 15 digits. Click Next, review your first monthly plan payment and click Submit. Important to know Only mobile numbers coming from the province of Quebec or the Ottawa region can be transferred. Only numbers from the Fizz subscription area can be transferred to Fizz. If your number starts with an area code outside the subscription area, your number cannot be transferred. It is not possible to transfer an administrative phone number — for example, a number associated with an organization or public institution. It is currently impossible for us to transfer phone numbers that are associated with landlines and VOIP. Your current provider could prevent your number from being transferred. It’ll be impossible to transfer a number that has anti-port protection — a security feature that prevents numbers from being transferred. Your current provider could also block the transfer of your number if you don’t pay your last

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If you are having difficulty transferring your phone number to Fizz, we will work with you to fix the problem. Depending on the situation, you may need to choose a new number. Either way, the issue needs to be resolved within one payment cycle. If it isn’t resolved, your plan will be cancelled three days before the end of your payment cycle. It is possible to transfer your phone number to your new Fizz plan, but first and foremost DO NOT CANCEL YOUR CURRENT CONTRACT. Only active numbers are eligible for transfer to a new provider. The choice to transfer your current number is made when you activate your SIM. To learn more, see: How do I transfer my current phone number to Fizz? Your number will be transferred and activated within two hours of activating your SIM card. To learn more about this, see: I just activated my SIM card. How long before I can use my plan? I am having difficulty transferring my number. Why? There are several reasons why we may have been unable to transfer your current phone to your Fizz plan. You will receive an in-account notification explaining why the transfer failed and providing next steps for solving the problem. How to check your Fizz notifications. Reasons why we may be unable to transfer your number: 1. The number you entered was not recognized by your current mobile provider. You may have mistyped your current phone number. Verify your phone number and try again. Note that we can only transfer mobile numbers coming from the province of Quebec or the Ottawa region. Your number must also be in the Fizz subscription area. If your number starts with an area code outside the subscription area, your number cannot be transferred to Fizz. 2. Your current provider’s

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

For your mobile service: The date on which you activate your SIM card is the anniversary date for your mobile plan, and this date marks the start of your payment cycle each month. For your Home Internet service: The date on which you receive your Fizz Wi-Fi modem is the anniversary date for your Home Internet plan, and this date marks the start of your payment cycle each month. How many days lasts a payment cycle? Payment cycles are monthly, but their duration varies based on the number of days in each month. What’s important to remember is the anniversary date of your plan. For example, if you activated your SIM card or received your Wi-Fi modem on April 5, the anniversary date for your plan is the 5th, and your next payment cycle will start on May 5, and then June 5, and so on. If your plan is activated on the 31st of a month, it is important to note that your payment cycles will start on the last day of each month, whether it’s the 30, 31 (or even 28 in the case of the month of February). Do I lose any days in my plan if it gets suspended? That depends. If you lose your phone, Fizz will block your SIM card so you avoid fraudulent activity, but your plan will remain active. You may therefore want to find yourself another phone as soon as possible, and activate it with your plan. If your plan is suspended by Fizz, whether for purposes of analysis following inappropriate use or following non-payment, your payment cycle will simply shift. For example, say the plan of a member is suspended following a missed payment, and Fizz ends up receiving the said payment 5 days later. The payment cycle of this

You will receive a notification and text or email when your credit card is about to expire. Click on the link in your notification to go directly to the update payment section in your account. 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. Here are the steps to update a payment method, and associate it to your plans: In your Fizz account, go to My Profile Click on Payment methods. Click on Add a new payment method to add your new payment method. Then, select the payment method you no longer want to us, and click on Delete. Now make your way to My plans. For each of your plans, click on Manage plan/Payment method, and associate your new payment method. Know you must also associate each plan you want to pay with that new card. This is not done automatically. IMPORTANT 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 to add this payment method. Read more: What payment methods can I use?How do