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With Fizz, you pay for your plan each month via automatic pre-authorized payments planned 72 hours before the start of your billing cycle. Example. Your payment cycle ends on the 5th of every month. The automatic payment of your plan therefore takes place on the 3rd of the month, and your new cycle starts on the 6th. If a payment fails, you’ll receive automatic reminders that will tell you what you need to do along with the deadline that applies, to pay for your plan yourself to avoid it from being suspended or even cancelled. Please note that Fizz is a prepaid service, and the payment date is fixed and cannot be changed. Additionally, no payment arrangements can be made. Please also note that the total amount of your bill must be paid in a single transaction — it cannot be split between multiple credit cards. My credit card is expired. You must update your payment method at least 72 hours before the end of your payment cycle to make sure your account is updated in time for your next payment. Before removing the card currently associated with your account, you’ll need to add a new one first. My Settings > Payment Methods > Add a new payment method Once your payment method has been updated in your Fizz account, you must associate it to each plan you want to pay with that card. That is not done automatically. My Plans > Manage Plan > Payment Method Can I use a prepaid card if my main card is no longer valid? Yes. If you don’t have access to a credit card in time, you can use a prepaid Visa or Mastercard (for example, a Vanilla prepaid card) to make a one-time payment. These cards are available at many major retailers

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

Contact the management team for Fizz Customer Service. Fill in the form to detail and submit your complaint to the management team for Fizz Customer Service. We’ll be in touch with you within 48 hours of receiving your form. Fill out the form Chat live with one of our agents Most problems are resolved following this step. To chat with our Customer Service team, go to https://fizz.ca/en/support Submit a complaint Our Customer Service team is there to help you. Our goal is to make your Fizz journey runs as smooth as possible. If your issue hasn’t been addressed, or if you’re not satisfied with the result, we apologize and request that you submit an official complaint to the management team for Fizz Customer Service with a detailed account of your issue so we can address it properly. Fill out the online form, clearly describing the issue and why the solution we’ve proposed does not meet your needs. A member from our specialized team will contact you by email within 48 business hours of receiving your form. Fill out the form Commission for Complaints for Telecom-Television Services (CCTS) CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you. To learn more about CCTS, you may visit its website at www.ccts-cprst.ca or call toll-free at 1-888-221-1687. .

If you are travelling to the United States, including Puerto Rico and the U.S. Virgin Islands, the ability to make calls will depend on the network your phone connects to at your location. If only the LTE-4G network is available, the ability to make calls will depend on two things: a VoLTE compatible SIM card and a phone that is certified VoLTE with Fizz. I am on location. How do I know which network I’m on? Check the top of your phone screen. If you see: 3G or HSPA or H+ or E or EDGE There is a network other than the LTE-4G network. You can use your phone to make calls provided, of course, you have Canada + US coverage on your mobile plan, or funds in your Fizz wallet to pay per use. No service The LTE-4G network is the only option where you’re at and your phone is not LTE capable. You will not be able to make calls. LTE Your phone connects to the LTE-4G network but must be VoLTE certified with Fizz to make calls using VoLTE technology. What do I need to check to use VoLTE technology? If you wish to make calls and the LTE-4G network is the only option where you are, VoLTE technology comes into play. You must check: A. Your SIM card. A VoLTE compatible SIM card is required. This SIM card displays a red lightning bolt icon. If that’s not your case, Fizz will give you one for free. How to make the transition to VoLTE B. Your phone. Your phone must be VoLTE certified with Fizz, updated with the latest software update and its VoLTE function activated. If not, you will only have access to your text messages and your mobile data, even if your SIM card is

Depending on your privacy settings inside the Fizz community, other members may (or may not) be able to search for you, add you as a contact, and gift you data. When a Fizz member searches for another member inside the community, they will see your first name and phone number. They will never see your full name, email address or other identifying information. How to change your Fizz privacy settings: Go to My Settings in your Fizz account. Scroll to Settings. Click on Privacy. Here you can select one of three privacy options: Full Fizz Experience: By default, other users can search for you, add you as a contact and send you gifts. Private: You can receive gifts from everyone. You cannot be searched or added as a contact. Incognito: You do not accept gifts and cannot be added as a contact. You are incognito and cannot be found via search.

Good to know: Offers, services and prices are subject to change without notice and may differ by province. In the case of the Fizz Wallet, it is only offered in Quebec. You will always receive a notification and a text message when your plan is depleted. Need some advance warning? Opt in for email or text alerts to tell you how much money is left in your Wallet. How to enable automatic usage notifications: Go to My Settings in your Fizz account. Scroll to Settings and select Plan communication preferences. Slide the Usage alert notifications button to On. Click Save changes. Read more : How do I use Pay As You Go? What payment methods can I use? How do I update my payment method or credit card information? How do I fix a payment issue? How do I add funds to my Fizz Wallet?

To request your tax exemption or send us your updated supporting documents, please contact us by chat: log into your Fizz account and click on the chat bubble in the bottom right corner of this page during our business hours. Please visit The Canada Revenue Agency (CRA) to be aware of GST/HST requirements that apply as an Indian, an Indian band, and band-empowered entity under the Indian Act. We recognize that many Indigenous peoples in Canada prefer not to describe themselves as Indians. However, the term Indian is used because it has a legal meaning in the Indian Act. Find out if you have to pay the GST/HST In general, Indigenous peoples in Canada are required to pay taxes on the same basis as other people in Canada, except where the limited exemption under Section 87 of the Indian Act applies. Section 87 says that the "personal property of an Indian or a band situated on a reserve" is tax exempt. Inuit and Métis people are not eligible for this exemption and generally do not live on reserves. Documents you need to get GST/HST relief As an Indian, it is necessary that you acquire a proof of registration with Aboriginal Affairs and Northern Development Canada (AANDC) to be eligible for GST/HST relief. For more information, see Indian Status. Certificate of Indian Status card – On your customer form, please include your 9- or 10- digit registry number or your band name and family number (commonly referred to as the band number/treaty number), which is found on your card and attached to a copy of your certificate. Temporary Confirmation of Registration Document (TCRD) – Photocopies of the TCRD do not qualify as appropriate documentation, you must to send your Certificate of Indian Status card. If any changes are made to the

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