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Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. 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

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

Are you more the visual type? Our pretty video summarizes the content of this FAQ. Grab your coffee, sit back and watch here: Before you start. The most important thing to remember to transfer your phone number over to Fizz is that your plan with your current provider must still be active. Fizz will disconnect your old provider during the transfer process. Note that a number transfer cannot be done on a line that is already active with Fizz. In other words, if you already have a Fizz plan, porting a number to this plan is not possible; you need to create a new plan. Your phone number must be a mobile number. If it's associated with a landline or VOIP, it cannot be transferred over to Fizz. If you encounter an issue with any other type of number, please contact us using the chat bubble at the bottom right of this page so we can verify everything with you. If your number starts with an area code outside the Fizz subscription area , your number cannot be transferred. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You need: Your account number. Check your most recent bill from your current provider. See account number formats. OR The IMEI of the active device with your old provider. To find it, 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. Last but not least, get yourself a Fizz SIM card. Where to buy a SIM card. Ready, set, go. Go to fizz.ca/activation . When you get to the step for a phone number, select

If you are following the process of transferring your current phone number to Fizz, the table below outlines the account number formats used by different providers. Your account number is on your bill or in the client account for your current provider. If you cannot find your account number, or if you are not unsure about which number to use, we advise you to submit your transfer request using the IMEI for the phone you are using with your current provider. To find your IMEI, dial *#06# on your phone’s keyboard. If the number is more than 15 digits long, enter only the first 15 digits. Provider Mobile Landline Format Supporting information Bell 9 digits Never starts with a "0". Do not use the 14-digit account number starting with ZZZ. Rogers 9 digits Telus Mobility Up to 9 digits You can omit the "0"(s) if the number starts with one or more "0"s. However, if you type the “0”(s) it will not be rejected. Telus 10 digits Fido 9 digits ACN 9 digits Aliant 1234567(space)8 Enter only the first 7 digits. Omit the "0"(s) if the number starts with one or more "0"s. Omit the digit after the space. However, if you type the “0”(s) or the number after the space it will not be rejected. Aliant Mobility 1234567-8 Enter only the first 7 digits. Omit the "0"s if the number starts with one or more "0"s. Omit the number after the hyphen. Entering the "0" (s) in front of the number and / or the digit after the hyphen will cause the request to be rejected. Cityfone Telecommunications Inc. 8 digits Omit the "0"(s) if the number starts with one or more "0"s. However, if you enter the "0"(s) or the number following the space it will not be

Getting a new number for your mobile plan is easily done via your Fizz account. Your plan must be active of course, and you’ll have a one-time fee to pay, which will be clearly should you decide to proceed. You’ll have two options: 1. Choose a random number from the selection presented to you. 2. Find a number by entering the last four (4) digits of your choice. Important: the voice messages you saved when you were with your other provider will be lost and this even if you transfer your phone number over to Fizz. You can change your number whenever you want, and as many times as you like, but you have to keep it for a minimum of 30 days. Choose a random number To change your phone number to a random new number - a one time fee of 1$ plus taxes applies : Go to My Plans in your Fizz account. If there is more than one plan on your account, scroll to the plan you wish to change. Click on Manage and choose Change phone number. Here you will see your current phone number and two options: Select the first option: Get a new number (see on the image below). Choose a number from the list. (Click Get a new number list to refresh this list. Note that you can only refresh this list 5 times. When you refresh this list, you will not be able to go back to the previous list of numbers.) Click Confirm Choose the last 4 digits How to change your number and choose the last 4 digits - a one time fee of 2$ plus taxes applies : Log into your account. Click on My Plans in the top navigation. If there is more than one plan on

A SIM is what identifies you and connects your phone (whether you buy one on fizz.ca or bring your own) to the Fizz mobile network. An eSIM is basically a virtual SIM card. Important: don’t delete your eSIM. Never delete an active or about to be activated eSIM, including the one from your previous provider if you are transferring your number to Fizz. Too late? A few steps are now required to save the situation. See the steps If you get an error message after your eSIM is installed in your phone: The reason -> your phone is trying to connect to the Fizz network, but the transfer of your number hasn’t started. What you need to do -> go in your account under My plans > Manage my plan > Install my eSIM and click on the button to launch the transfer. Important -> Do NOT delete your eSIM. Too late? A few steps are now required to save the situation. See the steps Please note that there is no 30-minute activation delay for the eSIM when activating a new plan. Where to get an eSIM Ordering and activating an eSIM is done at the same time, directly at Fizz.ca. You need a compatible phone and Internet access. If it’s not already done, create your Fizz account and from the Overview page, add a mobile plan. After validating your address, you’ll be offered a choice and that’s where you can select the eSIM. Good to know: To use an eSIM, your phone must be compatible. Check my phone If it isn’t, you can still get a physical SIM card online, or from one of our partner stores. Installing (and activating) an eSIM Once all the subscription steps have been completed, including choosing your plan and configuring your phone number