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An unlocked phone is one that is not linked to any specific cellular network. For example, when you buy your phone from a mobile provider, you will only be able to use it with that carrier until you unlock it. Legislation now allows all Canadians to unlock their phones, regardless of the original carrier. Unlocking your phone means you are able to use it with any carrier, provided that your phone is compatible with its network and bands. If you bought your phone from a Canadian provider after December 1, 2017, it is unlocked by default. When your phone is unlocked, you can insert a SIM card from any mobile provider to use your phone on their network. How can I see if my phone is locked Insert your Fizz SIM card (activated or not activated) into your phone. When your card is inserted: Your phone is unlocked if it connects to the network or asks you for a PIN code to unlock the SIM card. Your phone is locked if it asks you for a SIM unlock code. Follow the instructions below to unlock it How to unlock my phone Because Fizz is not the company that locked your phone, we cannot unlock it. Only the provider who sold you your phone can unlock it for you. Make sure you have your phone’s IMEI and insert your Fizz SIM card in your phone. Then contact this provider’s customer service team to ask for an unlock code and instructions for unlocking your phone. Know that some websites specialize in unlocking phones and will offer this service for a fee. Good to know: The IMEI is your phone’s ‘identity card’. It allows you to obtain your unlock code. It’s also an anti-theft provision that allows you to identify and block your

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: Before ordering an eSIM card, make sure your device is compatible. Not all phones support eSIM technology, and this verification must be done by you. We do not have a complete list of supported devices. To check if your phone is compatible with eSIM technology, dial * #06#. If an EID code appears, your device should be compatible 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. Too late? A few steps are now required to save the situation. See the steps 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. Too late? A few steps are now required to save the situation. See the steps Please note that there is no 30-minute activation delay for the eSIM when activating a new plan. 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

By linking your social media accounts to Fizz, you can: Use your social media account to log into your Fizz account Share My Rewards updates and Invite friends by sharing your Referral Code Here’s how to link and unlink your social media accounts: Go to My Settings in your Fizz account. Scroll to the menu below your usage update and select Social logins. To add a social media account If you are using a Twitch or Amazon account to log in, please note that as of November 2nd 2022, it won't be possible anymore. You can connect using the email address associated to your Fizz accout or another social network account. Slide the radio button to On to select a social media account. Then follow the process and enter your account’s login details. To remove a social media account Slide the radio button to Off next to the social media account you wish to unlink. Read more: How do I manage my Fizz account? How do I change my account settings?

Good to know : Going on vacation, moving or simply taking a break? The option to put your Home Internet plan on pause with just a few clicks. To learn more, check out the FAQ : How to put my plan on pause. If you wish to unsubcribe from from Fizz Mobile, please go here : How do I unsubscribe from Fizz Mobile? Before we say our farewells, let's check a few things so we make sure Fizz is working for you, and your wallet. Are your My Rewards upgrades activated on your Home Internet plan? Based on your My Rewards level, we're talking up to $6 off the price of your plan. Every month. Check my upgrades Is there a plan or price that would better fit your needs? If so, just make the switch in your account. All Fizz members have access to posted prices. No need to negotiate. You can change your plan every month if you want. How to modify my plan Do you know anyone who is looking for an Internet or mobile provider? The idea here is to get yourself some referral bonuses applied as a reduction on your upcoming Fizz payments. Share your referral code with as many friends as you want. You may even end up not having to pay for your own Fizz services. Reveal my code If this really is goodbye We’re sorry to see you go. As a friendly reminder, if this plan is the only one you have with Fizz, unsubscribing means you will lose your My Rewards points as well as referral bonuses you may have earned during your time with us. IMPORTANT : When you unsubscribe from the Internet service, the modem must be returned to Fizz. It cannot be kept, reused, or transferred to another

The delivery of physical Fizz SIM cards is not affected by the Canada Post strike. You can expect to receive your SIM card without any additional delays. The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. It can be a physical SIM card or an eSIM (if your phone is compatible of course). If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan. Good to know: You can switch from a physical SIM card to an eSIM, or from an eSIM to a physical SIM card. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. How to replace a Fizz SIM If you need to replace your Fizz SIM card for a VoLTE SIM card, but haven’t received it in the mail yet, please contact us. One of our agents will confirm your address with you and can send you a new one, free of charge. You must go through an agent in order to get the SIM card free of charge. 1) Sign in to your account The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change my SIM . From there, you can choose the eSIM or

Please note that starting November 4, 2019, the entire Canadian telecom industry will gradually implement universal call blocking in an attempt to prevent telephone fraud. As a member of this industry, Fizz will be activating this feature for all its mobile service members. Starting this November 4th, non-compliant numbers could therefore be blocked. What is universal call blocking? Universal call blocking is an automated feature, based on well-defined rules. The feature is designed to block calls that do not comply with international numbering plan standards to counter unwanted calls and telephone fraud. Why is Fizz implementing this feature? Actually, starting November 4, 2019, the entire Canadian telecom industry (which Fizz is a part of) will be gradually implementing universal call blocking to counter unwanted calls and support the fight against telephone fraud. As a mobile phone service subscriber, you get all kinds of calls. The majority of them are legitimate; they come from family or friends. Others come from automated systems; even though some are honest calls (automated appointment reminders, for instance), a large number of them are unwanted and might actually be fraud related. That’s why Fizz, as a member of the Canadian telecom industry, will be implementing this feature for its members. Do I need to pay for universal call blocking? No, you won’t incur any additional charges for this feature. It’ll be gradually implemented nationwide by the Canadian telecom industry members, starting November 4, 2019. How does this feature work? What kind of numbers will be blocked, and under which circumstances? Universal call blocking is designed to automatically block any call it receives that does not comply with international numbering plan standards, which states that a telephone number cannot have more than 15 digits. As for the North American plan, it stipulates that a North American number