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Adding a credit card or updating your payment method is easily done via your account. If your credit card is about to expire, you’ll receive a notification from us in your account, as well as a text or email based on your communication preferences. You must add a new credit card before removing the one currently associated to your plan(s). Any change to your payment methods must be made in accordance with the plan change policy detailed on https://fizz.ca/en/plan-change-policy to be considered in time for the next payment. In summary, a freeze period is in effect 72 hours (3 days) before the end of your payment cycle, during which time no changes can be made to your payment method or plan. Once a payment method has been added or modified in your account, don’t forget to associate it with each plan you wish to pay with this card. The association is not done automatically. To add a payment method. To remove the credit card currently associated with your plan, you must first add a new credit card. Log into your account. Under My settings > Payment methods, click on Add a new payment method. IMPORTANT When you enter your payment method information, the billing address associated with your card must be 100% identical and correspond to the address you declared to your bank for that card. The service you subscribe to, however, can be at a different address than the one on the credit card used. Pay attention to the following items: The name of the street (Ave, avenue) Special works (Saint, St, Ste) Hyphens Spaces Spelling Once a payment method has been added or modified in your account, don’t forget to associate it with each plan you wish to pay with this card. The association is not done automatically

To manage your Fizz account. In fact, our website has been designed to allow you to manage your account online, even from your phone. So no need for an app: our site adapts itself based on the device used and allows you to access all the features of your account. Tip: Add fizz.ca as a shortcut on your phone screen. You'll have all the advantages of an app, without having to download anything. Here's how to add fizz.ca as a shortcut on your phone screen: With an Android phone: Using the Google Chrome browser, go to fizz.ca Log in to your account. Click on the square with the three dots (depending on the device, it’ll be at the bottom of the screen, or in the upper right corner of the browser). Select "Pin on home screen". With a Apple phone: Using the Safari browser, go to fizz.ca Log in to your account. Click on the Share icon (the square with an arrow pointing up). Scroll down the menu that appears. Click on the button “On the Home screen”. Curious to learn more about managing your Fizz account? Take our guided tour right here: How do I manage my Fizz account? To manage your Fizz Wi-Fi network. If you want to change your Home Internet plan, you must do so via your Fizz account. The Fizz Wi-Fi app is only to manage your Wi-Fi network if you’re a Fizz Internet member. The Fizz Wi-Fi app gives you direct access to the important details of your network. It also offers you great features: Change the name and password: change how your Wi-Fi network is named, and its password. Manage connected devices: see all devices connected to your network. Then, you can block or pause access to each one. Schedules: schedule automatic Wi-Fi

No Internet means no TV: Your TV channels are delivered over your Fizz Home Internet connection. If you’re running into any issue with your TV service, start by checking your Internet connection. Unable to sign into the Fizz TV app from your device Start by checking if the device you are using is connected to your Fizz Home Internet. The credentials for the app are the same as those for your Fizz account. Did you change your password for your account at Fizz.ca recently? If so, it’ll have changed for the Fizz TV app as well. Is the app up to date? Install any pending application updates. Verify if the problem occurs when using a different device. Did you block Internet access on your device? Check your Wi-Fi network’s parental control settings. If your device is blocked and cannot use your Wi-Fi network, Fizz TV will not work on it. No Internet means no TV. Make sure you are not using a personal router and that you are properly connected to your Fizz modem. App keeps loading If you are unable to access the Fizz TV app because it’s stuck on the loading indicator, here are possible solutions that may help you out: Check your Internet connection. Are other apps working properly? Make sure the device on which you are watching your content is not connected to a VPN (virtual private network). Log out and then log back into the app. If all fails, reinstall the app. Guide is empty If you’re accessing the Guide and you don’t see any show or content, check the following: Are there pending updates for the Fizz TV app? Is the device connected to the Internet? Make sure the device is not connected to a VPN (virtual private network). If all fails, reinstall the

At Fizz, we do things differently. Not only do we offer our members innovative game changing advantages (just think data rollover), but our modus operandi also allows all our members to choose and enjoy what suits each of them best. Let us explain. You can change your plan anytime. As a prepaid service provider, we don’t have fixed-term contracts that tie you or us to the price of a plan. In other words, we give you the opportunity to change your plan every month so you only pay for what you need1. This way, as your needs evolve over months or even years, you’re not stuck with a plan that doesn’t fit. Flexible and fair, right? Our members have access to any new plan or price that comes out. We don’t give preferential treatment to new members, and you don’t need to ask for it either. If you see a plan or a price that suits you better, you make the changes to enjoy it, directly in your account. Log into your account on Fizz.ca and go to My plans > Manage plan > Adjust plan. You maintain control on your price. No need for a calendar or a countdown. Once your plan is updated, you get to enjoy that price until YOU decide to change your plan again.1 Whether it’s in a month, a year or even 2 years - 4 months - 18 days, it’s your plan and you’re the boss. With Fizz, the more you stay, the more you benefizz. With our My Rewards program, the upgrades you earn to complement your plan every month grow with time. Examples? We’re talking about a $1 rebate on the price of your Home Internet plan after the first month, and up to $7 over the course of your Fizz

Making and receiving calls outside Canada and the United States is now available in select countries through our Voice A add-ons. Text messaging and data usage remain accessible. You can choose to get a block of data, called a Travel Add-on, or even change your plan’s coverage if you’re travelling outside your coverage zone (for example, if your plan is for Ontario only and you’re going to Quebec). Keep in mind: Province-only plans (Quebec, Ontario, Manitoba, Alberta, British-Colombia) work only in that province. When you travel to another province, your minutes, texts, and data don’t apply. You’ll need a Travel Add-on or Wallet funds. Canada or Canada + USA plans already include usage across those areas — no add-on needed. And remember — Wi-Fi is always your best friend 😊. Make sure the roaming option on your phone is enabled, otherwise your usage will be blocked. How much will it cost. To see the rates for the place you’re heading to, sign into your account and go under My plans > Manage plan > Travel . Enter your destination. The site will show the prices for the available Travel Add-ons. Since Fizz is a prepaid service, there are no surprise fees. You are limited by the amount of data and/or SMS in your travel add-on. Choosing a Travel Add-On. A Travel Add-on is basically a block of data at a fixed price that allows you to use your Fizz service while travelling outside your coverage area (roaming). Once purchased, you can use it immediately, and it will remain available until the end of your next payment cycle. To buy a Travel Add-on, sign into your account and go under My plans > Manage plan > Travel . Enter your destination and choose the one that suits you. Your Travel Add-on

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. Your SIM card is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the mighty fine Fizz mobile network. A VoLTE compatible SIM card is therefore required. This SIM card shows a red lightning bolt icon. A Fizz VoLTE SIM card: has no expiry date or limited lifetime; can be activated at any time; can be reused if the initial plan with which it was associated has been cancelled. If you’re buying a phone on fizz.ca. You’ll be able to add a VoLTE SIM card to your order, and it’ll be delivered by mail along with your phone. See the phones If you’re planning on using your own phone. Make sure it’s unlocked and compatible with the Fizz network. Check if my phone is compatible Learn how to unlock my phone Once that’s checked, buy and insert a Fizz VoLTE SIM card in your phone. Learn how to get a SIM card Read more : How do I order a SIM card? When will my Fizz package be delivered? How do I activate my SIM card and create my mobile plan?

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