My Phone&Device Plan is not activated
I'm a returned customer to Fizz, when I placed this order on the website I didn't choose to use esim or new physical card because I already had the old one. When the package delivered, it's only the device inside, nothing related to the phone plan. So back then when I was with Fizz, it was an old phone number. My current number is not the same.
When I insert my old Fizz Sim card in my new device, I couldn't activate it on Fizz website without having to pay for another plan. And eventhough in my receipt the phone plan is included, it doesn't show in my account. 
I asked Fizz rep in the chat and they said to ignore it bc the system is glitching since I had an old plan with them, I should buy a new SIM and insert to the new device. But even now with the new SIM card I just bought, it's not activated. Every time I want to activate it tells me to buy a new phone plan ToT
Has anyone deal with this? Bc this is stressing me out lmao.
Best Answer
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Hello @bubuchacha
Thank you for letting us know about this situation.
I verified your account and I can see that you previously had another mobile plan with Fizz. However, this plan was deactivated for a payment issues back in September 2025.
When you ordered your phone, you saw the plan information just as an orientation for your future plan. However, there was no payment made for the plan at that point. You can see the details of the bill in your Fizz account under My settings > Transaction history.
The only way to open a plan with Fizz is to follow the subscription flow directly from your Fizz account. I can see that you managed to do this in the meantime and completed the plan activation.
You can find more details regarding the activation process here: https://fizz.ca/en/faq/activate
If you have any questions do not hesitate to reach out directly from the support page.
We appreciate your understanding in this situation.
Have a good one!
-Vlad, Community Moderator0
Answers
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It sounds like the system is forcing you through the "new subscriber" wizard instead of the plan management flow.
When changing SIMs to an existing plan, you should not buy a new plan.You can get your SIM activated by following these steps:
Do not create a new plan:
Log into your Fizz account.
Instead of clicking the "Activate SIM" on the main page, go to My Plans > Manage Plan > Change SIM card.Use existing account:
Enter your new SIM's activation code there.Security validation: The system will ask for a payment method just to verify your identity; you will not be billed.
Contact customer service: If you are still blocked or if the prompt to buy a plan persists, this action requires a manual override from a Fizz rep.
Use the chat feature in the bottom right corner of the Fizz Support Page to have an agent link the new SIM to your old plan.
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Hello @bubuchacha
IF you are still in trouble you can contact the support : https://fizz.ca/en/support
You can also ask help from one of the Whizz who overview the forum. For that you can use thelittle enveloppe up this page and write a private message to «Whizz»,
Welcome to the forum and Fizz community
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@bubuchacha
Not sure, if I understand correctly what you are trying to do. Is the old plan that you once used with Fizz still active? Or why else do you not want to go through the new plan activation process with one of your SIM cards and the new phone?If you had cancelled your old Fizz plan more than 60 days ago, its conditions (i.e. price level & included services) are gone and cannot be reactivated. So, activating a new plan at current pricing IS the way to go in this case and allows you to port and keep using your current number into this new Fizz plan.
If your old Fizz plan is still active (or can be reactivated), then so is its SIM card and you can just plug that into your new phone and keep using it with its original number (your "old" number) at its existing price level.
If you want to port your current number from another carrier onto your existing and active Fizz plan, this is not possible with Fizz. Fizz offers inbound number porting only on new plan activations.
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How long did you unsubscribe from Fizz last time? If more than 3 month, you need subscribe a new plan and transfer in with your current phone number.
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