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New to Fizz? (Alberta, British Columbia, Ontario et Quebec) The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. We are aware of this situation and are working to address it. Rest assured, your phone is not roaming, and you will not incur any charges. Simply restart your phone 72 hours (that’s 3 days) following the activation of your SIM card, and all will be in order. New to Fizz? (Manitoba) The name of the network indicated on your phone will not initially say Fizz. Instead, you will see Fizz EXT. Rest assured, your phone is not roaming, and you will not incur any charges. Access a partner network on mobile The expanded coverage zone is for our mobile clients who travel in specific regions not covered by the Fizz network. It is intended for occasional coverage, and applies to both Quebec and Canada. The majority of your usage (calls, texts and data) must be done on the Fizz network. We reserve the right to interrupt or block access to our network of partner providers if you use your mobile service primarily on their networks for 3 consecutive payment periods . Use our coverage map to check that you are using your phone in a zone covered by the Fizz network. Visit our network coverage map Recognize a partner network Our phones are programmed to prioritize the Fizz network. When your phone is outside the Fizz network, it will automatically connect to an available partner network. When you’re connected to a partner network, its name will be displayed on your phone as Fizz EXT. It is important to check the name of the network indicated on your phone. If it does not say Fizz, you are on one of our

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

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. To add funds to your Wallet: Go to My Plans in your Fizz account. If you have more than one plan, scroll to the plan you want to add money to. Click the Manage button. This will open the Manage interface. Click on Wallet. Here you will have options to add a predetermined amount of money to your Wallet, or enter an amount that you specify. Once you’ve indicated how much you want to add to your wallet, you will select your payment method and complete the transaction. Read more : What is my Wallet and how do I use it? How do I add funds to my Fizz Wallet?

Is your SIM card damaged? Look to see whether the SIM card is scratched or cracked. Check whether it works when you pop it in another phone. If the SIM card associated to your Fizz mobile plan is damaged, you may order a new one. How to order a Fizz SIM card Check that the SIM card is well inserted Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. Restart your phone Your phone may give you an error message if your SIM card is not well inserted or if you didn’t insert the right format. Pop out the SIM card tray. Check whether your SIM card is inserted on the right side, and in the right angle. If needed, do an internet search to consult images and videos to guide you. 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