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The SIM card (subscriber identification module) is a chip with information that identifies you and connects your phone to the Fizz mobile network. If you lose or break your SIM, your mobile plan will no longer work. And since your SIM is associated with your plan, it’s important to follow the right steps to replace it. Same goes if you lose your phone. You must change your SIM and associate a new one with your mobile plan. Important: Once your new SIM is activated, the old one that is currently associated with your plan will be automatically deactivated. If you are looking to activate a SIM card for a new plan, and not an existing plan that is already active in your account, head this way > https://fizz.ca/en/faq/activate How to replace a Fizz SIM If your Fizz SIM card needs to be changed due to the removal of 3G for a VoLTE-compatible card, it will be free. 1) Sign in to your account The steps to follow automatically succeed one another in your Fizz account. Go under My plans > Manage plan > Change SIM card to start. From there, you can order a new SIM or go straight to the activation step if you already have one. Having issues connecting to your account? Right this way for some troubleshooting. 2) Activate your new SIM by associating it with your Fizz plan. Follow the on-screen steps. Select the plan for which you want to change the SIM and enter the activation code of your new SIM. 3) Complete the security validation step. At this stage, you will be asked to enter the details of a payment method associated with your mobile plan. The idea is to validate your identity as the owner of the plan. You will not be billed

IMPORTANT: If you transferred your number, wait until you receive the confirmation text before proceeding to make sure results are conclusive. Make sure you have the most recent software update on your mobile device Four easy tests to confirm your Fizz line is functioning properly Make and receive a call Doesn't work? Send and receive a text message (SMS) Doesn't work? If your plan contains data, turn off your Wi-Fi option and then: Surf the Web Doesn't work? Send and receive an image/picture by text (MMS) Doesn't work?

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. 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 My monthly payment failed. An email and a text will be sent to you to notify you of the payment failure. From that moment, you have until the end of your current payment cycle, so 72 hours from the time the payment attempt failed, to proceed with the payment of your plan to avoid it being suspended, and eventually cancelled. If you catch up on your payment in time. If you make your payment within the 72 hours (the

Activating my SIM First thing first, do you have a Fizz SIM? If your phone is compatible with eSIMs, order, install and activate an eSIM all at the same time. See the steps for an eSIM If you don’t have a SIM card, getting one is really simple. - If you’re buying a phone on fizz.ca, you can add a free SIM card to your order. - If you plan to use your own phone, get a physical SIM card online, or from one of our partner store Now the activation If you chose to go with an eSIM, you’ll be able to activate it immediately after ordering it. See the details here. For a physical SIM card, there are two (2) ways to get to the SIM card activation page: Log into your Fizz account and go under Overview > Add a plan. There, you’ll have the opportunity to activate your SIM card. OR In the fizz.ca menu bar, click on Mobile/Activate my SIM or enter fizz.ca/activate directly into the address bar of your web browser. Once there, simply enter the activation code on your SIM card in the field provided. Choose my plan Activate my SIM card Creating my plan Once your SIM card has been activated, you’ll need to create your perfect plan. The Plan Wizard will help you: Adjust the amount of data, the number of texts and minutes. Choose your coverage area — Provincial, National or National + U.S. (Hawaii and Alaska are included in the National + U.S. coverage area). Decide whether you want voicemail and international calling options. At the bottom of the Plan Wizard you will see your monthly fee, which adjusts based on your selected plan details. Some Fizz calling options — such as call display, call waiting, call forwarding and

To return your phone under the 15-day return policy, you must submit your request online within 15 days of the date on which you received your phone . Once that delay has expired, the 15-day return policy will be expired, and you will no longer be able to return your phone for a refund. To return your phone under the 15-day return policy, your mobile data usage must not have exceeded 50% of the data included in the mobile plan associated with that phone. Note: members with an approved disability attestation have a 30-day trial. Specific conditions There are several conditions and important information you must know and accept before returning your phone, including the presence of an administrative fee if your return request is denied. See all the conditions The following additional conditions are specific to the 15-day return policy: You must send back your phone with all its accessories, including the charger and the original box. The phone must be like new. It wasn’t dropped. There is no scratch or any physical damage to the case, screen, buttons or connectors, camera lens and/or flash. In the case of a refurbished phone, it’s in the same condition as when you bought it from Fizz. One (1) return per account per year is allowed under the 15-day return policy. Beyond that number, we won’t be able to honour any return request. Returning my phone The process in a nutshell: A return request must be submitted online via your Fizz account under My phones/Manage my phone/Return my phone. You’ll be guided step-by-step through important information and conditions which you’ll need to certify and confirm (by checking a box) before returning your phone to Fizz. Read the conditions and important information Make sure to follow the instructions to prepare and package your