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Does your plan contain Visual Messaging and Data? Your plan must include the Visual voicemail option, as well as data. Your phone must also be properly configured. How to add the Visual voicemail option and/or data to my mobile plan How to configure my phone for Visual voicemail Restart your phone Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. Following your reboot, your applications will load. Your phone will then re-authenticate to the Fizz mobile network and potentially recover its authorization to access the network. Android members Make sure your APN is properly configured For visual messaging to work properly, the APN of the Android device must be configured properly. How to configure the APN of your Android device Did you grant the requested authorizations? During the installation of the app, authorization requests were presented to you. If you did not grant the required permissions, Visual voicemail won’t work properly. You must download the app again and go through the activation steps once more so that this time you grant permission. Have you tried to uninstall and reinstall the app? Completely uninstall the application from your phone and reinstall it. Be careful not to just remove the icon from the home screen. You really need to uninstall and remove the app from your phone. iPhone members Is your version of iOS up to date? 1. Install the latest software update. Connect to a Wi-Fi network Download the latest iOS software update 2. Update the carrier settings. Once the software update is done, your iPhone will offer a carrier settings update. Make sure you accept it. Did you follow the Apple instructions to configure Visual voicemail? The setup steps are on the Apple website, as are troubleshooting instructions. See the detailed instructions from Apple

Try turning the phone on while it’s charging Plug your phone to a functioning charger, and try to power it on. Sometimes the mere fact of being connected to an energy source allows the boot sequence. Try charging via USB or with another charger Check that this is not an issue with a damaged electric cable. Test with another cable to make sure. You can also test the charge by removing the power supply block, and connecting the USB end (Type A) into a compatible device. Check that the cable works well by trying to charge another phone if you have one. Remove the battery, and put it back in (removable only) On some phone models, the battery is removable. If this is the case for your phone, remove the battery for at least 10 seconds and put it back in place. Then, try turning your phone on again. Restart your phone Reboot (power cycle) your phone by holding down the phone’s power button for 10 seconds. If it’s a timely issue with the operating system or an app, the phone will be able to reload everything to work properly. If the phone is frozen, and you cannot restart it, try a force restart. The key sequence to complete a force restart can vary from one phone model to another. It’s usually a simultaneous combination of keys. To know the one for your phone, make an Internet search using the keywords that correspond to your phone. Ex. Force restart Samsung S10 Restore your phone to its factory settings IMPORTANT: Save all media, contacts, apps and text messages that are archived and want to keep before proceeding. Some of your phone’s parameters will need to be reconfigured after: mobile data blocking, NPA, Wi-Fi settings, Bluetooth function etc. The steps to follow

Important to know if your plan doesn’t include mobile data If your plan includes no mobile data at all, you cannot receive data from another member. For example, if your plan includes only calls and texts, without data, you won’t be able to use a data gift sent by a friend. If you have unused data in your account, you can gift it to any member who is findable in the Fizz community (in other words, anyone who is not in Incognito mode), and whose plan includes data. You can choose to randomly gift data any time. Or, you can wait until it’s almost the end of your payment cycle and gift data before it rolls over. Learn about Rollovers If you want to gift unused data at the end of your payment cycle, you can gift it right before your current payment cycle ends. Once this cycle is over, however, the data will roll over — it will no longer be available to send as a gift. You cannot take back or unsend a data gift. Once you click Send, your gifted data is permanently removed from your plan. How do I gift data to another Member? To send a gift: Go to My Plans in your Fizz account. Scroll to the plan (if you have more than one in your account) that you want to gift from. Click Gift. On the next screen, choose Start gifting. Choose a contact or search for a new Fizz member who you want to gift to. This will open the gifting tool. * Select the amount of data you wish to gift and click Next. Customize a message to the recipient and click Send. * If you select an email or referral code from your contact list, data will be given to