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Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. Your SIM card is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the mighty fine Fizz mobile network. A VoLTE compatible SIM card is therefore required. This SIM card shows a red lightning bolt icon. A Fizz VoLTE SIM card: has no expiry date or limited lifetime; can be activated at any time; can be reused if the initial plan with which it was associated has been cancelled. If you’re buying a phone on fizz.ca. You’ll be able to add a VoLTE SIM card to your order, and it’ll be delivered by mail along with your phone. See the phones If you’re planning on using your own phone. Make sure it’s unlocked and compatible with the Fizz network. Check if my phone is compatible Learn how to unlock my phone Once that’s checked, buy and insert a Fizz VoLTE SIM card in your phone. Learn how to get a SIM card Read more : How do I order a SIM card? When will my Fizz package be delivered? How do I activate my SIM card and create my mobile plan?

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

To unblock your SIM card right away, log into your Fizz account to reveal your PUK code ( My Plans > Manage > Unblock SIM card). Type the code that is revealed into your phone. If you entered 3 incorrect PIN codes and your phone displays “SIM card blocked” or “Enter PUK code”, your SIM card has been blocked to ensure your security. To unblock your SIM card, you must enter a PUK (PIN Unlock Key) code. Where to find your PUK code Log into your Fizz account and go to My Plans. Click on Manage and then Unblock SIM card. Click the slider to reveal your PUK code. Type this code into your phone to unblock your SIM. To simplify this process in the future, write down your PUK code and keep it somewhere safe or opt for the option to send it to you by email. After you unblock your SIM card After unlocking your SIM card with a PUK code, go to your phone settings to personalize your PIN code. Choose an easy-to-remember PIN — it will prevent you from accidentally blocking your SIM card again. How do I personalize my PIN? If you enter the incorrect PUK code 10 times, your SIM card will be permanently blocked. You will need to order a new SIM card. Order a new SIM card If you received your PUK code by email The email you received contains several codes: PUK1, PIN2 and PUK2. PUK1: The code to unlock your PIN if it is blocked. PIN2 and PUK2: Codes used only by a few phones to protect access to some SIM card features PIN2: The code set by default in your SIM card; if you have changed this default code, use the PUK2 code to reset it PUK2: The code

Good to know: if your phone is compatible with eSIMS, our eSIM is free, and you can order, install and activate it all in one shot. If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. See the steps for an eSIM here. If your phone is not compatible with eSIMs or if you prefer having a physical SIM card, it’s all good as well. The SIM card (subscriber identification module) will connect your phone to the Fizz mobile network so you can use the mobile plan you create. Keep in mind, however, that Fizz does not offer business services: SIM card (their order and their use) are limited to a residential use. Order online Just like anything else these days, a Fizz SIM card can be delivered right to your door. You even get to keep your slippers on. New to Fizz? Go to fizz.ca and create your mobile plan. Follow the on-screen steps and order your SIM card. Obviously, your address must be located within the Fizz subscrition area. You can also order a free SIM card when you buy a phone on fizz.ca. Just add it to your order. You're looking to add a new plan to your account? With Fizz, you can add and manage several plans in your account. You can therefore purchase several SIM cards at once, all of which will be delivered in your name. Look for the Add a mobile plan tile on the Overview page in your account and follow the steps. Need to replace your SIM card which is already activated and associated with your plan? Sign in and go under My plans > Manage plan > Change SIM card. From there, you’ll be able to order

Your 4-digit PIN (Personal Identification Number) protects you from unauthorized access to your SIM card. However, your SIM card PIN code is not activated by default. To activate a PIN code on your SIM card, enter the default code 1234 — it will allow you to edit this code and customize it. This PIN code is written on the card that accompanies your new SIM card. The default PIN code is 1234 Once your SIM card has been activated with a personalized PIN code, you will need to enter your PIN every time you turn on your phone. Without this your SIM card will not work and you will be unable to access the Fizz network. IMPORTANT! If you type 3 incorrect PIN codes in a row, your SIM card will be blocked. To avoid this situation, we advise you to personalize your PIN using a number you will remember. How to unblock your SIM with a PUK code How to personalize the PIN on most phones: Go to the Settings menu. Choose Security. Choose Modify your PIN. Many phones have a built-in shortcut for changing your PIN. Enter **04*old PIN*new PIN*re-enter your new PIN#. For example, to change your PIN 0000 to 2710, you would type: **04*0000*2710*2710# The PIN2 code: a rarely used code that protects access to specific features of your SIM Your SIM card is protected by two PIN codes: The PIN code is required when you turn on your mobile or tablet. The PIN2 code protects access to specific features; for example, it activates your phone's restricted directory. The PIN2 code is rarely used, and use depends on your phone's features. If you type 3 incorrect PIN2 codes in a row, your PIN2 code will be blocked. To unblock your PIN2 code, you will need to

Adding a plan to your existing account Yes, Fizz allows you to add and manage multiple plans on your account. This is ideal if you want to pay for multiple plans for friends or family, or if you need two separate plans for yourself. How to add a plan to your account: Go to Overview in your Fizz account. Click on Add a plan. On the next screen, click on Order a new SIM card (if you don’t already have one). Order and pay for a SIM card. When your SIM card arrives, Go to Activate my SIM Card. Enter the activation code on your SIM card in the field provided. Follow the process for creating a plan Please note that each plan will have a separate invoice. Learn how to create a plan Read more : How do I add a user to a plan? How do I manage permissions for a user on my plan? How do I remove a user from my plan?