Got Questions? We’ve Heard Them All.

Auto-Pay is a convenient payment method that automatically charges your monthly chatr plan fee to your credit card, Visa debit, or Debit Mastercard. You may also receive bonus offers or discounts when activating Auto-Pay.

You can enroll in Auto-Pay by visiting one of our stores or contacting our team for assistance.

Dial *225# from your chatr phone and press CALL/SEND. Your balance will appear as an on-screen notification.

If you forget to top up your chatr account on your anniversary date, your service and account balance will be temporarily put on hold. You won't be able to use your plan until the monthly payment is made. Once your payment is processed, your service will resume and your new anniversary date will become the date of your payment.

A SIM card links your phone and phone number to the chatr network. It's required to activate and use your mobile service.

The SIM card is a one-time purchase required for activation. Once activated, the SIM can remain valid for up to six months even if the account becomes inactive.

Yes. You can purchase a plan online and activate it with a SIM card delivered to your address.

Yes. In most cases you can transfer your existing phone number when activating a chatr plan. Our team can help you complete the transfer in store.

Yes — your phone will work with a chatr SIM card if it is unlocked. Our network supports devices using the following LTE frequencies: 700 MHz (B12), 850 MHz (B5), 1900 MHz (B2, B25), 1700/2100 MHz AWS (B4, B66), 2600 MHz (B7). Tip: If you're unsure whether your phone is unlocked, contact us with the device model number and we'll check it for you.

Yes. Helium Wireless offers a selection of unlocked smartphones that work with chatr and other compatible networks.

No. SIM cards and prepaid voucher cards are final sale and non-refundable.

We always aim to make sure our customers are satisfied. If you need to return a product, contact our team and we'll guide you through the return process. Return eligibility may depend on the condition of the product and the return timeframe.

We ship across North America. Orders can be delivered to Canada and the United States, except for SIM cards, which can only be shipped to Canadian mailing addresses. Shipping is free within Canada for phone plans and orders over $100. When shipping costs apply, they will appear at checkout.

We work with major shipping carriers and local courier partners. You will be able to choose your preferred delivery method at checkout.

Orders typically arrive within 2–3 business days within Canada. For cross-border deliveries to the United States, shipping can take 7–16 days. Delivery details will be provided in your order confirmation email.

Absolutely. Our team is available 7 days a week at Helium locations across Quebec and Ontario. Walk in and we'll help with activation, switching carriers, troubleshooting, or choosing the right plan.