How to change your address and other contact information

Even though we’re moving to online billing as of April 9, 2019, we will still send important service notices to the billing address on file. To reduce the risk of fraud on your Fido account, we will also cross-reference against the billing address on file at your financial institution when you make a payment. So, it is important you keep your billing address up to date!

Also important is that we have the right contact email address on file so that you receive notifications when your bill is ready to view online.

How to change your billing address and other contact information using My Account [SELF-SERVE ONLY]

Even though we’ve moved to online billing, we’ll still send you messages by mail or email from time to time. For additional security on your Fido account, we will also perform the following:

  • Cross-reference against the billing address on file at your financial institution when you make a payment. So, it is important you keep your billing address up to date.
  • Send a one-time verification code to you before you can proceed with changing your billing address.

Also important is that we have the right contact email address on file so that you receive notifications when your bill is ready to view online.

 

  1. Log in to My Account.
  2. Select the Profile & Settings tab.
  3. Scroll down to Billing Settings.
  4. Select Update billing address to edit
  5. For added security, a pop up window will open for identity verification. Tap Continue.
  6. A 6-digit verification code will be sent to your email or as a text message on your phone, depending on the preference you specified on your account setup.
  7. Enter this 6-digit code into the verification screen, then select Continue.
  8. Once you’ve entered the verification code successfully, you will then be prompted to change your billing address.
  9. Start entering your new address to find a Canada Post match.
  10. Choose the correct address from the options provided.
  11. Select Continue.
  12. Review your billing address and select Submit. (To return to the previous screen, select Edit Address).
  13. Success! Click Done and you'll return to the Profile & Settings page and your new address should display in real-time.

A maximum of two changes of billing address per year can be made on fido.ca.

Things to Know

  • If you’re moving to a different region (outside your current local calling area) you may want to change your Fido phone number to avoid long distance charges.
  • If you have enabled the Fido Wi-Fi Calling service available on your device, make sure to update your 9-1-1 emergency address.
  • If you’re having issues updating your billing address online, please contact us.

Internet Customers: Aside from your billing address, you will also need to update your service address (i.e., the address where your home internet service is connected or activated) when you move. Updating your service address can only be completed by contacting us.

Change your contact email address, language and phone number(s)

  1. Log in to My Account
  2. Go to Profile & Settings tab
  3. Scroll down to Contact Preferences
  4. Select Update contact preferences to edit
  5. Enter your new contact email and/or phone number(s) or change your preferred language.
  6. Select Save.
  7. Your new contact details should appear on the profile page.

*For your security, please enter all 10 numeric digits when entering a phone number.

Things to Know

  • The changes will be effective immediately, except for your preferred online billing language, which will take affect from the next billing cycle.
  • Your contact email address is the one we use to send bill notifications and can be different from your Fido My Account username email.
  • Soon, you’ll be able to receive SMS notifications when your bill is ready to view, in addition to email notifications.
  • We’ll charge a fee to update contact information - like your email address, phone number and language preferences - by phone or chat – It's free to update contact information online and in a retail store.