Answered question

Why can't I make international calls even though I added money to my wallet?

Hello! I added money to my wallet and wanted to make a call to Spain but I get an automated message saying I can't make this kind of call with my account.

Am I missing something?

Thanks!

Julia
Julia

Julia

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Hi Julia

Three things you can check:

1. Please logon your account to verify that the funds are there (and have not been accidentally used).

2. Open your phone dialer and manually enter the number you want to call:

  • dial: "011" + "34" + Area Code + Land Phone Number
  • "011" + "34" + 9 Digit Mobile Number
  • or use "+" instead of "011"
  • .
    3. On your account, go to My Plans >> Manage Plan >> Advanced Parameters
    Make sure this option is disabled (turned off):

    • No international calls
    • Block outgoing international calls on this plan

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Other answers

Julia did you check in your fizz account if the money is in your wallet? Are you sure of the number you dialed for Spain from Canada? https://fizz.ca/en/faq/what-is-my-wallet-and-how-do-i-use-it
If nothing helped reach fizz. Chat with Fizz.
To chat without problem:
First, connect you to your fizz account.
Then contact them at: https://fizz.ca/en/faq/what-payment-methods-can-i-use
Wait a few seconds to see the green chat bubble down to the right of the page.
When you see it, click on it.
Your chat session begins with Fizz
Please, desactivate the ad blocker on your browser.
Or you can send a message on messenger https://facebook.com/fizzca

Daniel
Daniel

Daniel

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Have you choose unlimited calls to USA + Canada in your plan ?

Hi Julia,
You could also buy an Add-on of international calls to Spain. 8$ for 60 minutes.
Go to My plans, Add-ons, International calls, select Spain.

Julia
Julia

Julia

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Thanks Lieux and everybody for your help!

Here's what happened, in case someone else runs into this problem. I had money in my wallet, double-checked there, double-checked the number and also that international calls are not blocked in my profile. Nothing worked, so I used the green chat bubble to contact Fizz. I was asked to reboot my phone, connect to Fizz EXT (which didn't work either), go to airplane mode and back. Nothing worked. So if you have tried all of this without success, it's a bigger problem and you need to contact Fizz. They will get back to me via email with a solution.

Since for some reason I can't write any more "answers" in here, I'm updating this message. I hope you see it and don't think I'm rudely ignoring your help and questions.

I do have unlimited calls in Canada, I didn't accidentally use my credit, I tried dialing the number in all ways I could think of, including the 011 suggestion, I am able to make calls within Canada. I'd prefer not to spend 8$ for the add-on, since it's a very short call and the pay as you go should only cost 0.30$/minute.
But like I mentioned before, it seems to be a bigger issue at work here...Thanks again for all your suggestions! And thanks Ioana from Fizz for getting back to me as soon as you found a solution!

Julia, thanks again for your update.

Just curious to know. Do you have unlimited local calling in your plan and are you able to make local calls? Please share again when this is resolved, hopefully soon.

Hello Julia,

We're sorry to hear about this. I took a look at your account and I see that indeed, you've reached us regarding this matter and one of my colleagues has already further helped with it. A ticket was escalated regarding this situation and as soon as we have an update, we will inform you via email.

If you need additional assistance, for all the information on how we can be reached you can check our page:  https://fizz.ca/en/contact-us
Have a wonderful day!
Ioana