Answered question

Did not receive the ordered SIM card. Can you please send me another one free of charge?

I got an email, with some broken links, I am therefore attempting again to explain my issue.
I ordered a SIM card and was waiting to receive it in order to go further and activate the service with FIZZ. At some point I got email informing that the SIM was delivered, and when I checked online, it was showing delivered through Planète Courrier, at the door. I also checked on the Planète Courrier site. Well, no SIM found. Not at the door, not into the mailing box. Contacted Fizz, spoke to Adrian, who explained me that I need to order another one, and then to request a reimbursement for the lost (or stolen) one. I explained him that I do not intend to pay again for another one, since I already payed one SIM card, that I never received. As eventually the same situation will happen, and I will find myself with 2 SIM payed, and never received. I would rather expect Fizz to send me another SIM card, free of charge, or reimburse me first, and then I will order another SIM. Adrian was very professional, he apologized for the situation, and told me that he will escalate this issue to the appropriate department. So far nobody contacted me further. Fizz, I understand that the delivery is out of your control, I do not blame the delivery company neither, maybe the SIM was left at a wrong address, or maybe was left too exposed, and someone noticed it and took it, I cannot know. But since I payed for it, and did not get it, can I have another SIM card free of charge, in order for me to activate the service with you? Or otherwise can you please reimburse my money for the one that I already payed, for and never received? Thank you.



User level
2 / 100

Hello Petre,

I can see that you've contacted us and one of my colleagues proposed another order from your account and get back to us in order to refund you the first order.

From what I can see, you've refused and now your situation was escalated to our Financial department, in order to receive the refund.

Unfortunately, we are unable to send you a SIM card, as we do not have this possibility in our tools, for now.

Have a good one.

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Other answers

Please contact the support, we are only users here

To contact the support you need to go to this page, Fizz push you to find your solution, therefore, you need to search in the solution hub to your solution and only after 10 seconds that you are in a solution page Fizz will give you the chat bubble.


  • Go to this page, if you are not connect login
  • The business hours: every day from 8 a.m. to 9 p.m. (EST).
  • Wait 5 seconds for the bubble icon to appear at the bottom right of the browser and click on the icon to chat with support. Try a different browser if you have issues getting the bubble to appear.

If the chat bubble does not appear, this means that the number of sessions waiting for our answers surpasses our processing capacity. If that happens, send us a private message via Facebook Messenger or Twitter.


Your can also send a message via facebook messanger and click send a message (this is a bit slower)


You can also fill a contact form from your account Once logged in, from the account panel go to My Profile → Contact Form (the subject are limited) and fill out the form and someone will email you back.


The same situation happened to me, the courier company delivers the Sim card envelope and leaves it at the building's front door where it gets stolen or lost, you order a new one, once you activate your new sim, contact Fizz support and they reimburses you for the first one.
It's better if you change the delivery address to somewhere where there is somebody to receive the sim envelope and not to leave it hanging around for thrives.

Hi Petre, 

I encountered the same situation as you before the holiday. After contacting Fizz, I was told that I should pay again for the new SIM, activate the new one, and I  will be reimbursed later. 

Feel free to use my referral code 26BGM.



User level
761 / 2000

Order new one. Ask refund for 2nd one after received.