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chatr FAQs

Welcome to your one-stop source for information about chatr mobile. If you have any questions about your chatr mobile phone service, you'll get your answers here!

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?

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 purchase. 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.

3. What's the warranty policy for the chatr phone I bought?
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
  • Have your original receipt

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)

4. Where can I review the chatr Terms of Service?
Find all your answers at chatr Terms of Service
5. How do I cancel my chatr service?

Just stop toping up chatr account

Since there are no term contracts with chatr, there are no cancellation fees for ending your service.

6. How do I replace my chatr SIM card?

Purchase your SIM card at any of our retailers or purchase it online.

Use the My chatr app to change your SIM card. Download here.


Sign in to My chatr and under 'Quicklinks' select 'Sim card change'.

7. How big is chatr’s network coverage?
Check out our coverage map to find out more.
8. Can I still use my device once chatr shuts down the 2G network?
  • When is chatr shutting down the 2G network?
    We will decommission our 2G network beginning December 31, 2020.
  • What is 2G and why are we shutting it down?
    The ‘G’ stands for generation. In previous generations of mobile networks, 2G provided our customers with talk and text. Our HSPA+ (3G) network served our customers with web-browsing ability. We are working on a multi-year program to lay the groundwork for the next generation of network technology, which will power the future oftechnologies such as the Internet-of-Things and 5G. As part of this program, we are decommissioning the GSM/GPRS/EDGE network, also called 2G network.
  • I have an older device. How can I find out what network it supports?
    If your wireless device always shows Rogers “GSM,” “2G,” “GPRS” or “EDGE” network technology when powered on (and not on WiFi), you likely have a 2G phone. If you aren’t sure and would like more information, please contact us.
9. How do I change my chatr phone number?
Call Customer service at *611 and one of our chatr reps can help you.
10. How do I bring my phone number over from my current mobile or landline provider?
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.

11. I have a phone already. Can I still activate it with chatr?
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. 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.