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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 your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. 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 order a physical SIM card. Having issues connecting to your account? Right this way for some troubleshooting. You will have 3 options : A. Order and activate an eSIM Cost: Free Format: QR code to scan Choose this option if: You lost your phone and want to transfer your plan to a new eSIM-compatible device. You have an eSIM-compatible phone and want to activate your

To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important information Make sure to follow the instructions to prepare and package your

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?

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

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. Verify and try again. 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 the number over to Fizz. Failure to answer this authorization request by the set deadline, or if the request is denied, automatically cancels your request to transfer your number over to Fizz. If this happened, you must submit a new request using the link found in the notification posted in your Fizz account or pursue your Fizz activation by choosing a