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Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. As outlined below, there are several possible reasons for this situation. You will receive an email, as well as an in-account notification explaining the glitch pertaining to your situation, and the next steps to address it. To check your in-account notifications, sign into your account and click on the bell icon next to your name. icon next to your name. Wrong IMEI or account number. Your phone IMEI or your account number with your current provider, whichever one you chose to use, is incorrect. Perhaps you mistyped it when entering it. To correct and redo your phone number transfer request, follow these steps: Verify your information: Ensure that all your personal information (name, address, phone number) is correct and up to date. Resend the request: We have sent you an email containing a link to restart your request. Follow the instructions: Click on the link and restart your request to complete the transfer of your number. To find the IMEI, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. If you’re using your account number, check your most recent bill from your current provider. See account number formats. The transfer authorization failed. When you activate your SIM (eSIM or physical SIM card) a nd request to transfer your number over to Fizz, your current provider sends the owner of the phone number (probably you) a text with a transfer authorization request. This is to confirm your wish to transfer

What a joy to get you back. Reactivating your package is done online, directly from your account. Ready? Please note that a plan cancelled during the trial period cannot be reactivated afterwards. For a mobile plan Log in to your Fizz account and go to My plans. You’ll see your plan there if it was deactivated less than 60 days ago. Click Reactivate and follow the steps. If you still have your SIM card, you can reuse it to reactivate your plan However, if you have transferred your number to another provider, you will need to re-subscribe to Fizz's mobile service. During the re-subscription process, you will have the option to transfer your number back to Fizz. If you are in the process of transferring to another provider, you must first complete this process. Then, you will need to re-subscribe to Fizz's mobile service and you will have the option to transfer your number back to Fizz. IMPORTANT – If your mobile plan has been deactivated for more than 60 days, it cannot be reactivated. You will need to create a new plan, but you can keep using your current SIM card. Create my plan For a Home Internet plan Log in to your Fizz account and go to My plans. You’ll see your plan there if it was deactivated less than 30 days ago. Still have your Fizz Wi-Fi modem? Click Reactivate and follow the steps. Make sure you have the serial number of your modem handy. After completing your reactivation, restart your modem. You cannot reactivate an internet plan (or activate a new plan) using a Fizz modem associated with or coming from another account. For example, if you want to take over your roommate's account with their current modem, this will not be possible. Your roommate must

When you add a plan to your account, one of these plans may not be used by you — it may be used by your child, your spouse, etc. You will be able to manage aspects of this plan and will make all monthly payments, Add-Ons, etc. Decide if this person will have their own Fizz account. If they do, they WILL be able to: Participate in the Rewards Program: By having their own account, the My Rewards points that this person will receive will go into their account, and not yours. From that point on, that person will be able to manage their upgrades and perks themselves. You won’t have access to them anymore. Also important to know – if you’re at say level 4, the person you declare autonomous with their own account will start their My Rewards program at level 1. Manage their own preferences for Fizz communications Participate in the Fizz Community Hub Modify their plan* *You decide what this user can do by modifying their user permissions. In both cases the user you invite will need to have an unlocked phone. If this person will not have their own Fizz account, they WILL NOT be able to do any of the above. This may be ideal for a child or elderly relative. Add a user with an account How to add a user with their own Fizz account: Go to My Plans in your Fizz account. Select the plan to which you want to add the user. Click on Manage and choose Add a user. Select: “Choose this option if the person WILL be able to…” Enter the user’s email address* and define your relationship to them. Configure this user’s permissions. How to configure permissions for a user Scroll to the bottom and click Send

Wireless and Internet Code is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their service contracts. The Wireless Code The CRTC's Wireless Code, which came into effect in December 2013 and was updated in December 2017, establishes requirements that all Canadian wireless providers must meet for, most notably, cancellation fees, limits on data & roaming charges, unlocked Mobile phones, trial periods and the language used in your contract. For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Wireless Code and Your Rights as a Canadian Wireless Consumer. The Internet Code The Internet Code, effective January 31st 2020, is a mandatory code of conduct created by the Canadian Radio-television and Telecommunications Commission (CRTC) to make it easier for Canadians to understand their rights and responsibilities related to their Internet service contracts. The Code is mandatory for large providers with facilities which provide retail fixed Internet access services to residential customers . For more information about the Wireless Code, please visit CRTC's website. Customers with accessibility needs are encouraged to watch The Internet Code videos. Read more: How to contact Fizz Do you offer services that are adapted to my disability? Resolving issues

Good to know: Offers, services and prices are subject to change without notice and may differ by province. In the case of the Fizz Wallet, it is only offered in Quebec. Your Wallet is where you deposit and store money to cover Pay As You Go minutes, texts, minutes for international calls and roaming. Simply use your credit card to add funds to your wallet. The funds you deposit in your Wallet will not be spent unless: You decide to use them to Pay As You Go. Your plan only includes data. You will be able to use Pay As You Go make calls and send texts. You deplete your monthly plan and do not buy an Add-On. Funds in your Wallet will automatically be used to pay for calls and text. You cannot use the funds from your Wallet to pay for your monthly plan. Pay As You Go There are two key instances when Pay As You Go comes in handy: If you deplete your monthly plan before the end of your payment cycle, and you choose not to buy an Add-On to complete the month, your consumption will automatically switch to Pay As You Go. If you are travelling out of Canada or United States, you can use Pay As You Go for data and text. Learn about travelling and roaming with Fizz How much can I put in my Wallet? There is no minimum. But you may find it useful to keep money in your wallet as a backup in case you deplete your monthly plan. You can add up to $50 to your Wallet per payment cycle. The maximum amount of money you can store in your Wallet at any point in time is $50. How can I get back the funds in my Wallet

The short answer, unfortunately, is no. At the moment, it is not possible to transfer a Fizz plan (or a phone number) from one Fizz account to another Fizz account. For both mobile plans and residential Internet plans, our systems do not allow the transfer from one account to another. It is also not possible to group multiple accounts. However, these are features we are working on. For a child who has grown up. If you had created a plan in your account for your child, and your child is now grown up and would like to stand on his own, he must first create his Fizz account. Once his account is created, he needs to create himself a new plan. In other words, he can't retrieve the plan he had in your account, whether it was a mobile or Internet plan. For 2 people living at the same address. For an internet plan For example, your roommate leaves but you stay in the apartment, and the Internet plan is activated in your roommate’s Fizz account. Your roommate cannot transfer the plan to you. He needs to unsubscribe from his plan (or submit a move request) and you’ll have to activate your own Home Internet plan at this address from your Fizz account. For a mobile plan For example, in the case of a separation, if both mobile plans are under the same Fizz account, it is unfortunately not possible at this time to transfer one of the numbers to a different Fizz account. Each plan remains tied to the account where it was originally activated.

Adding a plan to your existing account Yes, Fizz allows you to add and manage multiple plans on your account. This is ideal if you want to pay for multiple plans for friends or family, or if you need two separate plans for yourself. How to add a plan to your account: Go to Overview in your Fizz account. Click on Add a plan. On the next screen, click on Order a new SIM card (if you don’t already have one). Order and pay for a SIM card. When your SIM card arrives, Go to Activate my SIM Card. Enter the activation code on your SIM card in the field provided. Follow the process for creating a plan Please note that each plan will have a separate invoice. Learn how to create a plan Read more : How do I add a user to a plan? How do I manage permissions for a user on my plan? How do I remove a user from my plan?