My wallter went to 0 without me using it all ?

Emmanuel S. #36497

I added 5$ to my wallet to send SMS on 2020-11-26, looking at the history I then sent 12 5c message from then to 2020-12-21 and then when I went to send an SMS today it did not go thought, I had to add 5$ more (2020-12-23). Does money in the wallet expire? I'm not sure what's going on here. I also cannot see how to send you a message on messenger (I just have a messenger account, not Facebook) or whatsapp.

Fizzy

Hi Emmanuel

Funds in your wallet are not supposed to expire. Please check again the wallet on your account.

My plans >> Manage plan >> Wallet

You can see your balance as well as the transaction history. Is there more than one page?
You can also click on each line to see details about that specific transaction.

If there is an issue, you can Live chat with Fizz support:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on one of the help links from the Solution Hub, like this one: https://fizz.ca/en/faq/where-can-i-see-list-of-my-wallet-transactions
4- The green chat bubble should appear after a few seconds in the bottom right corner.

Gilles

Seems problematic I was looking to use the wallet, can you please tell us what happend
Thank you

MichelP

Hi, Emmanuel
It's not normal.
The money in your wallet is not expiring.
You can verify online your balance:
Log to your Fizz account.
Click on: My plan
Click on: Manage my plan
Click on: Wallet
If you need to contact Fizz:
Send a message to them by messenger.

So_AR

contact fizz customer service

HisDudenes

Hi Emmanuel,

Sounds like a case for support, let us know how it goes and if you get it resolved. There are many post with payment issues on the forum today.

Whizz

Hello Emmanuel,
Thank you so much for your message. I checked your account and saw that you've reached us regarding this matter and one of my colleagues has already further helped with it, that the wallet information was just updated a bit later since indeed the information is not updated in real-time. You will also find more useful information on our page: https://fizz.ca/en/faq/where-can-i-see-list-of-my-wallet-transactions
Thank you so much for your understanding and if you need further assistance, for all the information on how we can be reached you can check our page:  https://fizz.ca/en/contact-us
Have a great day and happy holidays!
-Ioana