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If you’re having difficulty receiving phone calls (but can make calls) see: My phone isn’t receiving any calls. How do I fix it? 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: Make sure you have minutes If your plan does not contain any minute, you will not be able to make or receive calls on your phone. Several options are available to you in My Account under ''Manage plan'' to regularize the situation: Add-ons (Immediate) Wallet (Immediate) Make changes to this plan (At the end of the payment cycle) Restart your phone Reboot (power cycle) your phone by holding down the phone’s start button for 10 seconds. After you reboot, your applications will reload. Your phone will then re-authenticate to the Fizz mobile network. This will allow your phone 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. Make sure your phone selects the Fizz mobile network IMPORTANT: Before starting this process, check your phone’s cellular network parameters and make sure the toggle for this eSIM is activated. If you’re

With Visual voicemail, your messages are literally at your finger tips. You listen and manage your messages by selecting them directly on your phone screen, without having to “call” your voicemail. Is my plan ready? Your mobile plan must include the Voicemail option, as well as data. Visual voicemail is now the basic voicemail for our mobile plans. So whatever name you see, Voicemail or Visual voicemail, know that we're referring to the same thing, Visual voicemail. How to add the Voicemail option to my mobile plan How to configure my phone. Once your plan is ready with the Visual Voicemail option and data, you’ll have to configure your phone. Android members, it’s all in the app. Download and install the app Fizz | Visual voicemail on your phone. The activation steps are simple, and you will have a few permissions to give like allowing texts and the synchronization of your contacts. These permissions are necessary if you want to take full advantage of the Visual voicemail features. Download the app on Google Play Apple members, it’s all in the iOS. Update yours if need be, and then follow these steps: Go to the Phone app Tap the Voicemail tab Is my plan ready? With Fizz, the Voicemail option includes Visual voicemail, meaning you get a supercharged voicemail for the same price. To enjoy it, your mobile plan must include the Voicemail option and data. Change my plan Not a Fizz member yet? Try us, you won’t regret it. Our plans are flexible and we don’t do fixed-term contracts. See the mobile plans How to use Visual voicemail. This is where the fun starts: Visual voicemail works with an intuitive visual interface. Honestly, you’ll wonder how you ever lived without it. Your messages will be there, on your phone screen

Please note that making and receiving calls outside Canada and the United States is currently unavailable. However, text messaging and data usage remain accessible. You can choose to get a block of data known as a Travel Add-on or pay as you go (only available in Quebec) your data usage and your text messages (by the way, incoming texts are always free). You can even change your plan’s coverage if you’re travelling in Canada or the United States. But you know what? Wi-Fi always remains your best friend 😊 . Knowing which option is best for your travels will depend on how long you’ll be away, and how much you’ll be using your phone while roaming outside your coverage area. As a rule of thumb, a Travel Add-on will be better for long trips, while paying as you go will suffice for a quick getaway. But regardless of your choice remember to activate the roaming option of your phone, or else it'll block your usage. 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, as well as the applicable pay as you go rates. Know that the prices and the rates that are shown apply to a zone. A zone is a group of countries that all share the same rates. In other words, if you’re travelling within the countries of that zone, you can use the same Travel Add-on or enjoy the same pay as you go rates. When you’re researching the rates for a destination in your account, the link to discover all the countries included in a given zone is under the

Conference calls enable you to talk with several people at the same time, regardless of where they are. Up to six people can participate in a conference call, including the initial caller (up to five simultaneous callers, plus the person who initiated the call). This feature enables you to set up a call that several people can participate in. To launch a conference call: Call the first conference call participant and tell them to be patient. Using your Phone application, tap the Add (or Add call or the + symbol) and dial the number of the next person who is joining the call. Once you are connected to the third person, tap the Conference button. If other people are joining the call, repeat steps 2 and 3. Note: Steps to follow to make a conference call can very from one phone model to another. It is possible that this option will not function on a network other than Fizz.

As outlined below, there are several possible reasons for this situation. You will receive an email, as well as an in-account notification explaining the glitch pertaining to your situation, and the next steps to address it. To check your in-account notifications, sign into your account and click on the bell icon next to your name. icon next to your name. Wrong IMEI or account number. Your phone IMEI or your account number with your current provider, whichever one you chose to use, is incorrect. Perhaps you mistyped it when entering it. Verify and try again. To find the IMEI, dial *#06# on the phone you are using with your current provider. If the IMEI number is more than 15 digits long, only use the first 15. If you’re using your account number, check your most recent bill from your current provider. See account number formats. The transfer authorization failed. When you activate your SIM (eSIM or physical SIM card) a nd request to transfer your number over to Fizz, your current provider sends the owner of the phone number (probably you) a text with a transfer authorization request. This is to confirm your wish to transfer the number over to Fizz. Failure to answer this authorization request by the set deadline, or if the request is denied, automatically cancels your request to transfer your number over to Fizz. If this happened, you must submit a new request using the link found in the notification posted in your Fizz account or pursue your Fizz activation by choosing a new number. If you haven’t received the transfer authorization request, you must contact your current provider directly to address the issue. Important: Leave the SIM card of your current provider in your phone. This provider will send the person using the number (chances

When you are traveling outside your usual coverage area, you will be able to use data, and send/receive texts when you travel outside your coverage zone. To make and receive calls, you can use messaging apps such as WhatsApp or Messenger. Please note that the use of certain applications may be prohibited in some countries. Note: Charges may apply to use your phone while you are outside your coverage zone. See: I’m travelling outside Canada. What are my roaming options? When you are traveling outside your usual coverage area and using your phone, you must connect to an available local mobile network that is compatible with your phone. Troubleshooting: Is there mobile data in your plan? If your plan does not include data, you will not be able to connect to the Fizz mobile internet network. 1. You can adjust your plan to extend you data coverage to all Canada or Canada+US : this change comes into effect at the start of your next billing cycle. 2. You can also add data to your plan and use them right away by buying a Travel data Add-on. 3. Remember that you can also access the internet by connecting to a WiFi network. 4. If you are travelling, depending on the country you are visiting, you may be able to add money to your wallet to pay as you go. For more details, consult this FAQ : I’m travelling outside my coverage zone. What are my roaming options? Is your mobile data activated? Activate mobile data on your phone. Your phone has a software switch that allows you to connect or disconnect from the Fizz mobile network. By doing this, you can allow or prevent your phone from using mobile data. The steps to follow to enable your phone to use mobile

Reading your Usage Meter When you log into your account, the first thing you will see is a Usage Meter, which tells you how quickly you are using up the data left in your plan. If the metre is: Green: You’re in great shape and will likely make it through your payment cycle without needing an Add-On, plan change or Pay as you Go. Yellow: You’re going through data or minutes more quickly than expected. Use data or minutes more carefully until the end of your cycle or you may run out. Red: You’re in danger of running out of data or minutes before your payment cycle ends. To make sure you don’t run out, you may want to change your plan, buy an Add-On or add money to your Wallet to Pay as You Go. Gray: Your plan is paused. Plans can be paused for several reasons: You ran out of data or minutes: Buy an Add-On or Add funds to your Wallet You are behind on a payment: Pay any outstanding balances on your account You paused the plan yourself (lost or stolen): Reopen your plan Your account been impacted by fraudulent activity: Contact the Fizz fraud team What to do if your plan is running out of data or minutes Buy an Add-On An Add-On is additional usage — it could be data, minutes & text or minutes for international calls — that you can use right away. You may want to buy an Add-On if you’re running low on monthly data, or if you want to add a feature that’s not part of your monthly plan. It will expire at the end of the following payment cycle. Login to your account to buy an Add-On Learn more about Add-Ons Add money to your Wallet When yourplan

Voicemail allows people to leave you a message if your phone is off, the line is busy, or there is no answer after four rings (20 seconds). You can listen to your messages at any time from your mobile phone or an analogue phone. Voicemail includes Visual messaging. Visual voicemail is like a power-boosted voicemail. You can listen to and manage your messages without having to "call" your voicemail. Available for IOS and Android phones. Discover the magic of visual voicemail: What’s Visual voicemail, and how does it work? | Fizz Adding voicemail Voicemail is an option you must add to your plan. Sign in to your account and go to My Plans > Manage plan > Change plan and add voicemail. This change will come into effect at the beginning of your next payment cycle as per the plan change policy. Good to know: To use your voicemail, your plan must include minutes. If not, you won’t be able to use it or access it, whether from your mobile phone or any other phone. Accessing your voicemail Hold the ''1'' key on your phone for a few seconds. Good to know: - This shortcut to your voicemail that is the “1” key is actually a call forward to the messaging centre configured for most phone models. This feature may vary from one model to another and may not be modifiable in all phones. - If you are forwarding your calls to another number, your voicemail won’t pick up incoming calls and no one will be able to leave you a message. To manually access your voicemail, dial 1-514-647-0999. The PIN (customize, reset or deactivate) Reminder: Once the voicemail option is added to your plan, it’ll be activated come the following payment cycle. As soon as your voicemail is activated