chatr FAQs

Welcome to your one-stop source for information about chatr mobile. If you have any questions about your chatr mobile phone service, like how to use certain chatr features, or how local talk zones actually work – you'll get your answers here!

This section of the chatr FAQ deals with more general questions you may have.

general info
1. What is Message Relay Service?

Message Relay Service allows customers with hearing or speech disabilities to make and take calls without worry, thanks to a relay operator who transmits messages via TTY-based text conversations.

To access please dial #711 from your chatr phone.

2. What's the return policy for the chatr phone I bought?

Having second thoughts about your chatr phone and service?

To return your phone and receive a full refund for the purchase of the phone, go back to the retail location where you purchased your chatr phone within 15 days from the date of activation and with less than 30 minutes of voice usage on the phone. If your phone is defective, there are no usage restrictions, but you will still need to bring it back within 15 days of activation. Remember to bring the proof of purchase or original receipt as well. Please refer to the chatr Terms of Service for full details of our cancellation policy.

Is your phone acting up? Stop in at a chatr retail location with your phone within 15 days from the date of activation and we’ll help you get your phone back up and running in fine form.

3. What's the warranty policy for the chatr phone I bought?

We love that we carry quality phones by some of the world’s top manufacturers, but there’s always the odd lemon.

Below are details on how to contact a phone manufacturer about their warranty. We recommend reviewing the following before you contact the manufacturer directly:
  • Make sure you have your phone’s serial number (it’s behind the battery).
  • Have your purchase date: the date you bought your chatr phone. The receipt from the chatr location will have all the details you need for this.

LG - Please go to or call 1-888- 542-2623

Motorola - Please go to or call 1-800-4543-262361-4575 (Mon - Fri, 8:00 am to 11:00 pm EST and Sat - Sun, 10 am to 7 pm EST)

Nokia - Please go to or call 1-888-226-6542

Samsung - Please call Samsung at 1-800-726-7864 (Monday to Friday, 8:30 am to 12:00 am EST)

Sony Ericsson - Please call 1-866-737-7733 or email at

ZTE - Please go to or call 1-866-644-3056 (Mon - Fri, 10:00 am to 11:00 pm EST)

4. Where can I review the chatr Terms of Service?
Find all your answers at chatr Terms of Service
5. Help! How do I report my chatr phone as lost or stolen?
Losing your phone isn’t fun, but we’ve made it easy to deal with. Just give chatr customer care a call at 1-800-485-9745; we’ll put a block on your account to avoid any unwanted usage. If you find it, be sure to give us a call back so we can remove the restriction.
6. How do I cancel my chatr service?

Just stop paying your monthly plan fees – it’s that easy. After six straight months of non-payment, your account, your chatr phone number and SIM card will all be deactivated. Since there are no term contracts with chatr, there are no cancellation fees for ending your service.

If you are on auto pay, give us a call so we can remove the automatic payments from your account.
7. Where do I find my SIM number?
Your 20-digit SIM number is on the SIM card found inside the chatr activation kit.
8. How big is chatr’s network coverage?
Check out our coverage map to see areas within our network coverage.
9. How do I change my chatr phone number?
Call our friendly chatr Customer Care for free at *611 and a chatr rep can help you out.
10. Can I bring my phone number over from my current mobile or landline provider?
Yes, we’d love to have you come over to chatr! You can do this in one of the following ways:

Make sure you have a copy of your current provider’s billing statement on-hand.

The process from start to finish may take 1 to 5 business days to complete. We’ll send you a text message once it’s completed with the good news.

11. I have a phone already. Can I still activate it with chatr?
Absolutely – as long as it’s an unlocked GSM phone with 850/1900 mHZ frequency. All you have to do is purchase a chatr mobile SIM card from any chatr retail location.
12. How do I learn more about my chatr phone?

Download your phone’s user guide or call chatr Customer Care at 1-800-485-9745 for a walk-through.

13. Is Directory Assistance available with chatr?
Yes, you can dial 4-1-1 from your chatr phone and you will be connected to Directory Assistance. There is a charge of $2 per call and pay-per-use charges if you’re calling while outside your chatr plan coverage.
14. Not happy with us?

Sorry to hear that. Please call us at 1-800-485-9745, as we really do want to make you happy. If you’re still not pleased with your service, please contact the chatr Office of the President at or even the Ombudsman at Ombudsman at and you will receive a reply within one business day.

Lastly, you can reach out to the Commissioner for Complaints for Telecommunications Service if you are still not satisfied. CCTS is an agency independent of the telecommunications industry, whose mandate is to resolve complaints of individual and small business retail customers about their telecommunications services. If you have a complaint about your services, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you, free of charge.

To learn more about CCTS, you may visit its website at or call toll-free at 1-888-221-1687.

contact us
Need to get a hold of us?
Try us through any of these ways:
chatr Customer Service:
(Monday to Friday, 9am-9pm,
Saturday and Sunday, 9am-6pm.)