Answered question

Service disconnected even though my payement information is up to date and funds are availlable?

Yesterday I received a text and an email saying my payement had failed and that I had till 10PM to update the billing info. I updated the info and made sure the funds were available but today I have no service (very annoyed! Especially since Im waiting on a very important phone call.) I tried to find the chat button on your page but all I get is the turnaround (main page, to contact us page to solution centre and no button anywhere for chat, again very annoying!) Please restore my service ASAP!

Jean-Charles
Jean-Charles

Jean-Charles

User level
Level
0
21 / 100
points
Mike
Mike

Mike

User level
Level
4
5000 / 5000
points

Hi Jean-Charles,

Is the payment went through?

Go under your account to check if you have a link to force the payment.

Once your default payment method is all set and up-to-date for this plan, look for the Make my monthly payment button in your account. This will trigger a payment attempt, and your service will be reactivated once the payment is confirmed.

source: https://fizz.ca/en/faq/how-do-i-fix-payment-issue

You can contact Fizz support by chat for help, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on this link: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green chat bubble should appear after a few seconds in the bottom right corner.

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.

Did you find this useful ?

No (0)

Yes (0)

0% of users found this answer useful

Other answers

Jean-Charles
Jean-Charles

Jean-Charles

User level
Level
0
21 / 100
points

no the payement didn't go through and there is no make monthly payment button.. nor was there yesterday when I got the initial message for the need to update payment method.

Then the best thing is to contact customer support by chat or email

You can contact Fizz support by chat for help, from 8 AM to 9 PM every day:

1- Connect to your Fizz account by clicking « Login » in the top right corner at fizz.ca
2- Any ad blockers in your browser should be disabled.
3- Click on this link: https://fizz.ca/en/faq/how-do-i-fix-payment-issue
4- The green chat bubble should appear after a few seconds in the bottom right corner.

Jean-Charles
Jean-Charles

Jean-Charles

User level
Level
0
21 / 100
points

Yeah chat support... I've had that window open ever since Mike sent me the https://fizz.ca/en/faq/how-do-i-fix-payment-issue link 45 minutes ago, and haven't had any support yet (even though it says I'm in position 1 in the waiting room) . Somebody needs to do something to get these things resolved.

Hi Jean-Charles

I hope you got help to make your payment.

If it was not clear, here's how you can go on your account to make a manual payment.

On your account, go to My plans >> Manage plan >> Payment method. If you see the "Make payment now" button, click to make a manual payment and your service will be restored within 2 hours.

In case of a problem, you can contact customer support by chat, from 8 AM to 9 PM every day.

Note that even if you are in the chat waiting room, you can start typing and the CSR will see it when it is your turn.

Hello Jean-Charles,

We're truly sorry about this situation. I checked your account and I see that you were able to contact us regarding this. We escalated a ticket to our technical department, so that this can be remedied as soon as possible.

Once we have an update from them that everything's in order, we will inform you right away via email. If you need additional help in the meantime, for all the information on how we can be reached you can check our page:  https://fizz.ca/en/contact-us

Thank you so much for your understanding.
Have a lovely day,
-Ioana