Answered question

I ordered a sim card but i never got it what can I do in this case?

I ordered a sim card and it says it got delivered but I never received it.



User level
1 / 100

You need to contact the support, normaly they will ask you to buy a new one and ask a refund after the activation

But first off all check the status

You can see the status of all your Fizz orders in your Order history.

1- Log into your account and go to My profile.
2- Click on Order history / See details.
3- Click on the shipping number to see on the carrier’s website the details of your delivery.
4- If there’s any inconsistency with the delivery information you see, contact the carrier directly.
5- If the carrier cannot help you, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours so we can open a ticket for this issue.


You can contact Fizz support by chat, from 8 AM to 9 PM everyday:

1- Connect to your Fizz account by clicking « Login » in the top right corner at
2- Click on this link:
3- The green chat bubble should appear after a few seconds in the bottom right corner.

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Other answers

Your sim was probably stolen. You have to order a new sim, activate it and contact customer service for reimbursement of the stolen sim.
You can buy a sim card in one of the participating Couche Tard to avoid the situation you had. Call there before you go and ask if they have it in stock.



User level
1701 / 2000

Hi Eirilena,
Your card was probably lost or stolen, this happens quite often it seems.
Order another card or get one at Couche-tard.
Once the new card is activated, you can ask Fizz a refund for the first one. There should not be any problem.

Hi Eirilena, you're not the only one...We had the same situation.

I just contacted Customer Service and they told me that once I buy a new SIM card and activate it, I could contact them to get the refund.

I will just go to Couch-Tard and buy it on the spot. Don't want to waste time waiting for a package that never comes...

Hello Eirilena,

Apologies for the situation that you've encountered.
Checking your account I could see that the SIM was indeed delivered to your address.
If you haven't received it, please follow Mike's and other member's steps and order or buy a new SIM.
In the meantime, I will ask our dedicated team to refund you for the one that you haven't received.

Thank you for your understanding.
Have a good one!
Nicolae Bogdan