I can't update my payment method.

Miriam K.

I'm trying to update my credit card information. I entered a new card number and changed the billing address as well, but the fizz symbol is just turning and turning for over 30 minutes. Meanwhile, I can't make or receive phone calls, which is really frustrating!

Is it just a matter of waiting, or is there something wrong with the website?

Jess_i88b6

Hi @Miriam K.

Can you try to use the browser in incognito mode?

You can chat in direct

• Sign into your account

• Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

• Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

• Choose the option 💬 chat

• If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.

Or by private message on Facebook: https://www.facebook.com/fizzca/

Whizz

Hello Miriam K.,
I am sorry for the situation encountered,

I have verified your account and I can see that your payment method is declined. In  my tools I see a message that you should not try to make the payment with the same one. 
The error indicates that the issue comes from your bank. You were informed via chat today that you have to contact them to see what has changed on the bank side or if they are blocking any payments towards Fizz. 

In order to add another payment method to your account, follow these steps:
To add the payment method: Log in> go to my settings> payment methods> add a new payment method.

Associate it with your plan: After you have added it> go to my plans> manage plan> payment methods> click on the new one > then save the change.

Here you can find the steps as well: https://fizz.ca/en/faq/how-do-i-update-my-payment-method-or-credit-card-information

Thank you for your understanding!
Have a wonderful day! 
-Eugen