Adding a mobile line: FAQs

Adding a line simply means adding a new phone or tablet line to an existing Fido mobile account.  Your new line can be on a 24-month agreement or you can even Bring Your Own Device and add a line to a device that you already love.

So many benefits!

• Save the Setup Service Fee when you add a line online through My Account.
• Have everyone in one account, all on one bill.
• Easily manage all lines in your account from your Fido My Account profile.
• Exclusive offers are frequently available when you add a line online through My Account.

Absolutely. You can bring your current number from another provider.

Note: When adding a line online you’ll need to call customer service to transfer your current number over to your Fido service

You definitely have options!

Online

We encourage our customers to take advantage of the benefits of adding a line online through My Account:

• Exclusive offers are frequently available when you add a line online.
• Save the Setup Service Fee when adding a line online through My Account.
• Save time! Our ‘Add a line’ online tool is super quick and easy.

With a customer care rep

You can add a line at any of our store locations or by getting in touch with customer service.

When adding a new line online, you can use your own device (Bring Your Own Device) or select a new device altogether!  You can even select one of our Certified Pre-Owned (CPO) phones:they’re as good as new at a price you’ll be sure to love.

Depending on your credit check results, between 1 and 7 new lines can be added to an account in good standing. 

If you add a line in-store or by calling into customer service, a Setup Service Fee will be charged.

If you add a line online through My Account, the Setup Service Fee is automatically waived.

If you bought a new device at a  Fido retail store, count 15 calendar days from that date; that’s how long you have to cancel your purchase without any cancellation fees. If you added your new line in-store, please return to that same location within 15 calendar days so that the staff there can help you cancel it. 

If you bought a new device from Fido.ca or the Fido call centre (including Express Pickup), count 30 days from the date that the order was shipped in order to get a full refund.

Bought a new device online? You can return your phone by calling 1-855-663-1268. Find out more here.

Your new device typically takes 2-5 business days to arrive unless otherwise indicated on the device page.

Bought your new phone in-store or at a kiosk?

If you bought your phone from a Fido store or kiosk, just insert your old SIM card into your new phone, and it’s ready to use.

Note: If your old SIM card is not compatible with your new phone, you’ll need to get a new SIM card. This new SIM card will be provided to you in-store. Your contacts’ information must be saved on your SIM card to access them in your new phone. Refer to your old phone’s user guide (available on the manufacturer’s website) to learn how to transfer the contents of your current phone to your SIM card.

Bought your new phone online?

If you bought your phone on Fido.ca, you will receive a new SIM card with your new device in the mail. Just insert the new SIM card we sent into your phone and you’re good to go!

If your current SIM card is not compatible with your new device, you’ll need to update the SIM card associated with your device by logging in to My Account once you receive your new device.

Note: If you added your new line online and are bringing over a phone number from another provider, you’ll need to call customer service to transfer that number over to your Fido service.