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Community Manager (Retired)
Community Manager (Retired)

Hey Community,


Sometimes, things happen outside of our control. We get it. If you can’t make a payment in time, let us know so we can arrange something.


You can make a payment arrangement:


In the My Account app or in your account:

  • If you have a past-due balance on your account, you will see a banner with the message: Need to postpone your payment? Set up a Promise to Pay.
    • Click Set up a Promise to Pay.
    • The Total amount past due is the outstanding amount that you must pay to avoid suspension.
    • You can choose to pay through Credit Card or Online/Telephone Banking.
    • Enter a date on which you will make your payment.
    • Click Set up.
    • If the set up is successful, you will see a confirmation message.
    • The next time you log in to your My Account account, you will see the details of your pending Promise to Pay.
    • Once the payment is made, the message disappears and your account balance will be updated (note there are delays for us to receive payments).


  • If the payment is not received, collection activity will resume, and your account may be at risk of service interruption.
  • Promise to Pay will not prevent late payment charges if paid after the required payment date on your bill.
  • If you are enrolled in automatic payments, this Promise to Pay will not delay your regularly scheduled withdrawal.


By contacting us via Live Chat.


With the Credit Operations team:

  • Dial *732 from your Fido phone or 1-888-288-2106 from any other phone
  • Contact us to chat with a specialist


Once the payment arrangement has been completed, you’ll receive a confirmation text within the next 15 minutes.


They’re available (all times are local):

  • Monday to Friday: 8:30am to 9pm
  • Saturday: 9am to 5pm
  • Sunday: 10am to 3pm (only open for suspended accounts)


A few things to take note of:

  • If you don’t pay your bill on time, a late payment charge may apply.
  • If your next bill is issued before you’ve completed your end of the arrangement, your past due balance might appear on the new bill.
  • If you miss one of the instalments in your arrangement, your account may be suspended which would incur a suspension fee and collection activity will continue.
  • If your payment arrangement restores the service, a restoral fee may be charged to your next bill. Your service will be immediately restored.
  • If you choose a different method of payment than discussed, your payment could be received at a later date and your arrangement will be considered as broken. This could negatively impact your payment history, so contact the Credit Operations team to let them know.


Feel free to search or ask the Community if you have any questions!