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Looking for an answer to your question(s)? The Forum search tool can be found in a few places: Top right navigation on the Fizz website: Search results will include information from the FAQs, Forum (Accepted solutions) and direct links to your Fizz account Forum search: Search results will include information from the Forum only and Accepted solutions Follow the steps below to get the best results: Use keywords related to your question i.e. Change my SIM card or APN settings When you’re typing in the search field, there will be automated suggestions that will appear - if you see a good suggestion in relation to your question, click on it, and we’ll direct you to either a Forum post or one of our topics in our FAQs. Note: Try to refrain from using long phrases and remember when using the search functionality to be as specific as possible - it’s key to a great search! Read more : How do I post a question on the Fizz Forum? How to enable and disable your Fizz Forum private messages? How do I earn points and badges on the Fizz Forum? How do I log into my Fizz Forum account? I forgot my password. How do I reset it? How does the Fizz Forum work? What’s my role in the Fizz Forum? How does the search functionality work?

Each type of address — home, billing and shipping — has a different role in your Fizz account. Home address. Your home address is where you live. It’s the address that is associated with your Fizz account. For a mobile plan, it confirms that you live within our mobile subscription area, allowing the majority of your usage (calls, texts and data) to be done on the Fizz network as per your services agreement. See the subscription area For a Home Internet plan, it confirms that you live where the technology exists and as such, where the service is available. Billing address. Your billing address is the address associated with your payment method — usually your credit card. When you add a payment method, make sure that the address you enter is an exact match to the one on your credit card statement. If not, add a new address and copy/paste your credit card address to avoid any error. Update or add a payment method Shipping address. Your shipping address is where you’ll receive Fizz deliveries. If you order a SIM card, you can have it delivered to your home or even your workplace. If you buy a phone on fizz.ca, the shipping address will be the same as the billing address that is associated with the payment method you use to pay for your phone.

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 your plan includes text messages Log into your account to access the text message activation tool. Incoming text messages are always free, whether you are within your coverage area or outside of it, including while roaming. Outgoing text messages are only available if your plan includes SMS. Otherwise, it will not be possible to send them. You can adjust your plan up to 72 hours before the end of your payment cycle to add text messaging. This change to your plan will take effect at the start of your next billing cycle. You can also add minutes to your plan and use them immediately by buying an Add-On for local or long-distance calls. 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. Do you use a native application? Make sure you are using your phone’s native messaging app. If you are using a non-native application to send your messages, it’s possible that the issue originates with this app. These messaging apps may have their own server or messaging centre. Examples of popular messaging apps: WhatsApp Viber Line Mobile Messaging Snapchat Google Hangouts Voxer HeyTell Telegram Talkatone Etc. If your phone is an Android, test with the Google Messages app. Have you reached maximum capacity? Make sure your phone (or your recipient’s phone) has not reached the maximum capacity for the number of

Log into your Fizz account. Everything is under My settings. Changing your email address. The email address associated with your Fizz account is where you receive communications from Fizz, including administrative emails. It is therefore imperative to keep this address up to date in your account. To change your email address, contact us using the chat bubble located in the lower right-hand corner of this FAQ. Once your identity is confirmed, the rep will make the change for you. An email will then be sent to your new address to confirm the change. Y ou’ll have 24 hours to take action. After that, the link won’t work, and you’ll have to contact us again. If you do end up doing this a few times, use the link in the most recent email. The other, previous links won’t work. Once the change is completed, your new address will be the one to use to access your Fizz account. Your Fizz communications will also be sent to this new email address. Changing your password. If you are connected to your Fizz account, go under My settings. There, you’ll see the fields to enter your current and new passwords. If you forgot your password and cannot log into your account, go to the Fizz login page and use the link for a forgotten password. How to choose a good password, and protect it: Use a mix of letters, numbers, and special characters to create your password. Make the password difficult to guess: Do not use known words, names of friends or pets, your date of birth, etc. Use a different password for every application you use. Do not tell your friends or family your password. Do not write your passwords on a piece of paper next to your computer or in a file

How does the Discovery discount work? A Discovery discount may apply to any new mobile plan activated in an eligible region. The discount is automatically applied each month to the regular price of your plan, for the indicated duration, starting from the day your SIM card is activated. If you change your plan during this period, the discount will follow your new plan for the remaining months. Once the period ends, the discount will be automatically removed and your plan will return to its current price. Can I combine the Discovery discount with other discounts? No. Only one recurring discount can be applied to a plan at a time. If you become eligible for a new discount (for example, a discount with the purchase of a phone), it will automatically replace the Discovery discount. The system always prioritizes the most advantageous discount. What happens if I buy a phone with a discount during my Discovery period? Your discount associated with the phone purchase will automatically replace the Discovery discount. Example: You have a Discovery discount of $10/month for 6 months. After one month, you buy a phone with a $5/month discount for 24 months. The 24-month discount will apply, since only one recurring discount can be active. Does the Discovery discount apply to multiple lines? Yes. If you add a second line (or more), the Discovery discount can also be applied to it. What happens if I unsubscribe? By unsubscribing from your mobile plan, you permanently lose your discount, even if there were remaining months left in the original term. In addition, no penalty will apply if you unsubscribe during this period.

When you are outside your usual coverage area and try to use your phone, you must connect to a mobile network that is available in that location and compatible with your device. If you are traveling, here are your roaming options. 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 data vary depending on the model of your phone. Here are two examples: Android: Settings → Mobile network → Mobile data iPhone: Settings → Cellular network → Cellular data The steps to follow to activate mobile roaming data vary depending on the model of your phone. here are two examples: Android: Settings → Mobile network → Roaming iPhone: Settings → General → Cellular → Options → Data

Fizz guarantees the proper functioning of all the devices it sells. However, you may use your own device, provided it meets the requirements outlined below. Good to know: smartwatches are not supported at this time. If you wish to use an eSIM Important: Check your device compatibility before ordering an eSIM card, as not all phones support eSIM technology. Good to know: if your phone is not compatible with eSIMs, don’t worry. You can still get a physical SIM card online, or from one of our partner stores. Here are a few ways to check if your phone is compatible with eSIM technology: Visit your device manufacturer’s website or contact their customer support. In your phone’s settings, go to the SIM section. If you see an option to Add an eSIM, your device is compatible. Dial *#06#: if an EID (Embedded Identity Document) appears, your device supports eSIM. If you’re using your own phone, is it VoLTE-compatible with Fizz? The withdrawal of the 3G network began on July 31, 2025, for Fizz and several of its partners. All calls made with your Fizz mobile plan will then go through the LTE-4G network thanks to VoLTE technology. That’s why it’s so important for your phone to be VoLTE-compatible at Fizz or else none of your c alls (including 911 calls) will go through when the 3G network is gone. Understand the importance of VoLTE Good to know: - A non-exhaustive list of VoLTE-compatible phones, when purchased from Fizz, is available for general information. - The best way to confirm whether your phone is VoLTE-compatible at Fizz is, once your Fizz mobile plan is activated, to make a call by dialing #TEST (#8378) on your mobile phone while at home. How to check my phone If your phone is VoLTE-compatible at Fizz