Answered question

Fizz system has failed to process the payment and froze the line. Is it a temporary problem?

This morning I've a got three emails from Fizz (all at the same time). Fizz payment system failed to process the monthly charge and froze the line.

I've logged into my account and can't find a problem, the line is active, everything seems to be okay.
I browse to the notification section and there it is: around midnight the system has tried to process the payment and failed. Then 3 hours later they retry and succeed.

Basically my line got frozen for several hours not at my fault. Also there was no email notification that the payment succeeded and the line was unfrozen.

It's the first time my account gets an monthly auto charge(initial was manual)
So I can help to wonder if this is going to happen every time from now on? I couldn't find a known issue regarding the recurring payments.(as maybe related to certain cc)

My current line is my daughter's and it's not a big deal if it gets locked but I find it kind of scary to port my two additional lines to Fizz and risk loosing access to them if this happens again.

It'd be nice to receive an official update on this issue.

Thanks!

Yuri
Yuri

Yuri

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Whizz
Whizz

Whizz

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Hi Yuri,

In order to help you further with your issue, please contact us in private by chat or private message on Facebook. here you have the info: "https://fizz.ca/en/contact-us";.

Have a nice day!

Radu

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Other answers

Jonau
Jonau

Jonau

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By browsing the forum you'll see that there is many issues with Fizz billing system at the moment.
The main issue is the payment is applied at the first day of billing cycle and if something went wrong (either your fault or Fizz fault ) your service is immediately suspended.
This is a major issue for all Fizz subscribers and Fizz should either apply the payment several days before the cycle or allow several grace days.

Yuri
Yuri

Yuri

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Thank you,
Yes I saw recent posts.,
My main concern is if this is a temporary (this month billing general failure) or recurring problem that may happen each month.
BTW I've never had any failures to make automatic payments with cc with any other provider.

Besides a controversial immediate action to suspend the line maybe there is a core problem in Fizz billing system that causes CC companies to suspect fraud?

GyslainH
GyslainH

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Contact fizz asap

MT
MT

MT

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You're somehow "lucky" because many other users had their service suspended.

Yuri
Yuri

Yuri

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Thank you all for your replies, Fizz community is very nice indeed)

Still it'd be really helpful to receive an official response and not in form of "I'm glad it got resolved" but at least an "We're working hard to resolve these issues and will keep you updated" .
And also it should be sticky on official page.

Whizz
Whizz

Whizz

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Hi Yuri,

Rest assure that we are working hard 24/7 to resolve all this issues and we're always keep you updated about these changes.
If you can't find an answer here or on our Solution Hub, we are able to help you, either by chat or by private message on Facebook (here you can check for the info: "https://fizz.ca/en/contact-us";).

Have a great day!

Radu