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The excitement that comes with the arrival of a new phone is hard to beat. Congratulations on your latest acquisition. We are delighted you chose Fizz to enjoy it. Any phone purchased on fizz.ca is unlocked. You are solely responsible for the security and privacy maintenance of your phone. Adding a passcode for example to protect your phone from unauthorized use is good practice. If you are new to Fizz mobile services Welcome! Activating your Fizz SIM card with the plan of your dreams is the first thing to do. Visit fizz.ca/activation and follow the on-screen steps. If anything is unclear, check out our activation FAQ . If you already have an active Fizz mobile plan If your new phone is replacing one with an active Fizz mobile plan, follow these steps: Pop out the phone tray of your old phone, and retrieve your Fizz SIM card. Place it into the tray of your new phone.* Restart your phone. Your phone will authenticate to the Fizz mobile network, and work with your existing mobile plan. Remember, the content from your old phone will not be imported with the SIM card swap. This includes your contacts, your Google or Apple ID account, old text messages, and the various apps you downloaded over time. Your Fizz SIM card is too small for your new phone? Use the support it came in to adjust its size to a larger one. If you don’t have that plastic support anymore, you’ll have to order a new SIM card . I don’t have a Fizz SIM card A Fizz SIM card is key to use the mobile plan of your dreams. If you forgot to order a Fizz SIM card with your phone, no worries. We’ll get you set up in no time. If you lost

Log into your account to activate your Fizz plan Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Troubleshooting: Are there minutes in your plan? Make sure your plan includes calling minutes. If your plan does not include any minutes, it will be impossible to use your phone to make and receive calls. You can adjust your plan any time to add minutes for local or long distance calls. This change to your plan will take effect at the start of your next payment cycle. You can also add minutes to your plan and use them immediately by buying a Call or Travel Add-On. Once your plan includes minutes or you purchase an Add-on, you'll be able to make and receive calls. Restart your phone Reboot (power cycle) your device by holding down the device’s start button for 10 seconds. After your applications load, your device will re-authenticate to the Fizz mobile network. This allows your device to recover its authorization to access the network. Reset Network Settings Rest assured, this operation does not delete personal data stored on your device. Follow the steps corresponding to your type of mobile phone. Android: Settings / System / Reset options / Reset cellular network settings (may vary depending on the manufacturer) iOS: Settings / General / Transfer or Reset iPhone / Reset / Reset Network Settings Note: Resetting network settings affects various types of connections (Wi-Fi, Bluetooth, VPN, cellular). Saved Wi-Fi networks and paired Bluetooth devices will be erased, as well as preferences associated with the mobile network and VPN settings. Remember to reconfigure this information after the reset. Is the Fizz network

Make sure you are in a zone that has adequate coverage. See our network coverage map If you are outside the Fizz network, you can connect via our partner network. Learn about accessing our partner network Troubleshooting: Is the Wi-Fi function turned off? Make sure you have deactivated WiFi on your phone. If browsing the internet with your phone is slow and laborious, your phone may be trying to prioritize browsing over a WiFi network instead of using the Fizz mobile network. By disabling WiFi on your phone, you will force it to use only mobile data; this may enable apps and web pages to load faster. If you are experiencing a slow WiFi network, see the following troubleshooting tip: My WiFi connection is slow. How can I speed it up? Restart your phone If the network signal is weak, your phone may be connected to an antenna that is not in an optimal location for you to access the network. 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. Do tests Test your connection by visiting different websites, using another web browser and/or another application. The website you are visiting, or the browser/app you were using when your WiFi became slow may be the source of the problem. If the slow speed is limited to a single browser or application, try to completely uninstall it from your device. If the situation continues unchanged after you reinstall the browser or app, consult customer assistance for the product in question Conduct speed tests Conduct a speed test using the website or application of your choice. IMPORTANT: Make sure you

To pay for your plan To pay for your monthly Fizz plans, please use: A Visa or Mastercard credit card A Visa Debit or Mastercard debit card Good to know: Since Fizz is a prepaid provider of mobile, Internet, and TV services, a credit check is not required when you subscribe. How to add a payment method to my Fizz account * A pre-paid Visa or Mastercard (example: Vanilla card) can be used to make a payment, but only for one-time payments Rec urrent monthly payments cannot be planned with a Vanilla prepaid card. Each month, you must make a one-time payment to pay for the upcoming month, otherwise your services will remain unpaid and may be suspended. Please note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. Here’s how: Wait at the end of your payment cycle when your monthly payment fails. You’ll receive an email and a message in your Fizz account will indicate the deadline by which your payment must be made, i.e. within the next 72 hours. Sign in to your account > My plans. Click on the “Proceed to payment” button and follow the steps. You unfortunately CANNOT use: American Express (Amex), Dinners and others credit cards A debit card (except Visa or Mastercard debit cards) Funds from your Fizz Wallet (where available) To buy a phone If you’re buying a Fizz phone, you can pay it in total upfront using one of the same payment methods listed above to pay for your plan. If paying upfront is not your thing, paying later with Affirm is possible. Affirm is a Canadian company that offers plans to spread the cost of a purchase over several payments. Affirm must approve your request