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?
  2. What's the return policy for the chatr phone I bought?
  3. What's the warranty policy for the chatr phone I bought?
  4. Where can I review the chatr Terms of Service?
  5. Help! How do I report my chatr phone as lost or stolen?
  6. How do I cancel my chatr service?
  7. Where do I find the SIM number I'm being asked for?
  8. Need a new SIM card? How do I replace it?
  9. How big is chatr’s network coverage?
  10. How do I change my chatr phone number?
  11. Can I bring my phone number over from my current mobile or landline provider?
  12. I have a phone already. Can I still activate it with chatr?
  13. How do I learn more about my chatr phone?
  14. Is Directory Assistance available with chatr?
  15. Not happy with us?
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.

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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. 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.

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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 www.lgrepairportal.com or call 1-888- 542-2623

Motorola - Please go to www.motorola.ca 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 www.Nokia.ca/support 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 SonyXperiaRMA@Stream.com

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

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4. Where can I review the chatr Terms of Service?
Find all your answers at chatr Terms of Service
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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.
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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. There is no fee to unenroll.

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7. Where do I find my SIM number?
Your 20-digit SIM number is on the SIM card found inside the chatr activation kit.
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8. Need a new SIM card? How do I replace it?
Sometimes things happen and your SIM card can be damaged, lost or stolen. We can help you transfer your account information and telephone number to your new SIM card. Purchase your SIM card at any of our retailers or purchase it online. Sign in to My chatr and under 'Quicklinks' select 'Sim card change'. There you will be able to transfer your old SIM card and account info to a new one so you can continue to stay connected.
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9. How big is chatr’s network coverage?
Check out our coverage map to see areas within our network coverage.
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10. How do I change my chatr phone number?
Call Customer service at *611 and one of our chatr reps can help you. Please note that there may be fees for some requests. For more details, click here.
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11. 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.

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12. 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.
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13. How do I learn more about my chatr phone?

The best way to learn about your chatr phone is to download your phone’s user guide. If you have more questions about it, please Contact Us.

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14. 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.
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15. 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 officeofpresident@chatrmobile.com or even the Ombudsman at ombudsman@rci.rogers.com and you will receive a reply within one business day.

Lastly, you can reach out to the Commission for Complaints for Telecom-television Services 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 www.ccts-cprst.ca or call toll-free at 1-888-221-1687.

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