Changing Physical SIM to E-SIM
I'm trying to move from physical sim to e-sim on the website. When I tried to do it though it always told me that a customer service rep needs to validate my identity, but I could never get a hold on someone from the chat function. Any help would be appreciated. Thanks.
Answers
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Hi @SXXXX1
Sometimes they are busy and it will take longer, you need to wait since they will ask to prove your ID with a copy of a document with phone and the credit card with all the number deleted at the exception of the last 40 -
Try to do it during working hours, my personal experience is I tried to swap during night , it asked me to contact customer service. I did that in the morning next day at 10:00am it worked directly. Didn’t chat with customer service. Maybe it works for you 🤞
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I have done this several weeks ago, and it went well.
I just followed the instruction to scan the QR code and it needed to wait for 30 minutes.
(I believe that it can be done instantly, but for somehow security reason, it requires 30 minutes)
Then just after 30 minutes, everything worked well, and there was no signal from the Physical SIM any more.If you still have issues, you may try to contact the FIZZ for help.
Good luck and enjoy the eSIM!0 -
Hello SXXXX1,
From what we can see in our tools, you have reached the online customer services on July 11th however you disconnected when the agents tried to assist you.
Due to this, as the system requires the identification for the SIM change, we kindly ask you to reach them again by Live Chat.
To do that, you can access this link: https://fizz.ca/en/support and ask for an agent.
As soon as there will be any available agent, you will be assisted in the SIM change process.
Thank you for understanding.
Have a great day.
-Lavinia, Community Moderator0
