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Support

Insufficient balance impacts

Your account balance is what drives your prepaid service. Fido notifies you free of charge when you have a low or insufficient balance.

Things to Know

  • Different fees are taken from your account on their respective anniversary dates. Fees associated with your plan are always taken first, followed by fees for any add-ons and 9-1-1 fees (provincial and non-government).
  • Any usage done outside of what is included in your plan or add-ons will incur a pay-per-use charge deducted from your remaining account balance.
  • If you don’t have enough funds in your account balance to cover the cost of pay-per-use charges, you will not be able to use your phone for any pay-per-use activity except for 911 and emergency calls.
  • If you don’t refill your account before your anniversary date, any remaining balance in your account will expire and be lost. You’ll no longer be able to use your phone except for emergency 911 calls.
  • However, you can restore your expired balance if you refill within 7 days after your anniversary date. See how to verify your anniversary date.
  • Never worry about low or insufficient balance with Auto Refill.

What happens when you have a low balance (all plan types):

Low balance
  • If your account reaches less than $3, a message will appear on your Fido phone screen after a transaction (making or receiving a call, sending a text message, etc.) reminding you to refill your account.
Approaching your anniversary date
  • If your anniversary date is within the next 5 days or less, a message will appear on your screen after a transaction reminding you to refill your account.
  • If your anniversary date is within the next 2 days or less, a text message will be sent reminding you to refill your account.

What happens if you don't have enough balance in your account to complete a transaction:

Insufficient balance (all plans)
  • If you attempt to complete a transaction when you have an insufficient balance, you'll get a text message reminding you to refill your account.
Failed daily/monthly service fee (all plans)
  • If you don’t have enough funds in your account to cover the cost of a plan or add-on, a text message will be sent to advise you.
Daily/Monthly plan
  • If you don’t have sufficient funds in your account to cover the cost of your plan on the due date of your payment, any usage made will be deducted on a pay-per-use basis from your account.
Add-ons (daily/monthly plan)
  • If you don’t have sufficient funds in your account to cover the cost of an add-on on the due date of your payment, any usage made will be deducted on a pay-per-use basis from your account.
Making or receiving a call
  • If you’re on a Prepaid By the Minute plan, you will not be able to make or receive calls.
  • If you’re on a Prepaid By the Day or By the Month plan and make a call type that is not included in your prepaid plan, you won’t be able to make or receive calls.
Sending a text message
  • Pay-per-use users: you won’t be able to send text messages.
  • Add-ons: if you still have space available, you can send your remaining messages in the period you paid for.
  • If you’re on a Prepaid By the Day or By the Month plan that includes text messaging and have used up the allotted space in your plan, you will not be able to send any text messages.
Receiving a text message
  • Pay-per-use users: you’ll continue to receive text messages as long as your balance doesn’t reach $0.
  • Add-ons: you’ll continue receiving text messages during the period you paid for.
  • If you’re on a Prepaid By the Day or By the Month plan that includes text messaging, and have used up the allotted space in your plan, you’ll continue receiving text messages during the period you paid for.
Other services
  • 911 calling is always available.
  • Pay-per-use users: services will not work.
  • Add-ons: you will continue to be able to use the services for the period you paid for (i.e. Data Day Pass will allow service for the full 24-hour period)
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