Getting set up

My phone has arrived - what do I do next?

1. Your phone will arrive fully charged, in a case and with a screen protector applied. The SIM will already be installed in the phone (unless you chose our handset only option).
2. Hold down the power button on the side of the phone for three seconds to power on the phone.
3. Your Chatsie phone comes with labels on the back to direct you to which button this is.
4. Follow the instructions on the screen to set up your Chatsie phone.

Follow these steps to get you started. If you have any issues at all, call us on 020 4524 0751 or email hello@chatsie.com.

I am being asked to accept the Terms and Conditions - what is involved here?

It is UK law for companies to explicitly ask customers to accept their Ts and Cs, but it doesn’t come at a terribly convenient point. You want to get on with using your new phone, but you also want to be diligent and ensure we’re not scamming you.

They primarily outline our obligations to you and yours to us. We have summarised the key points to be aware of below, but this cannot be considered as legal advice. If you are unsure at all, read the full document (which can be found here) and/or ask a friend or relative to help.

Summary
1. We agree to supply a high quality handset to you and guarantee that it is certified for use in the UK.
2. Under our partnership agreement with Honest Mobile, through them, we agree to provide you with a high quality working phone network that enables you to make calls, send text messages, and use data in the UK.
3. We have committed to the law outlined in the consumer protection act of 1987 (UK) meaning these phones are in good working order, they are certified for UK consumer use, we resolve issues for you quickly, and we communicate any changes explicitly and clearly to you.
4. You agree to use the phones in a lawful manner and if you become involved in illegal activity, we have the right to take the service away from you.

Why do I see a T-Phone logo when I switch my phone on?

We have partnered with one of the largest and most prestigious manufacturers in the world, Wingtech to provide our phone hardware. They provide phones for T-Mobile (also Google, Cricket, AT&T) and after reviewing a number of options, we decided the T-Phone Pro manufactured for T-Mobile is a great spec for our customers. They’re powerful phones, they’re large, they’re elegant. They’ll last for several years, they look attractive, and the text/icons will be easier to read because of the size, than the average smartphone on the current market.

So the link to T-Mobile is a nod to the fact that they really know how to pick hardware. Thank you T-Mobile!
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How do I transfer my contacts / address book from my previous phone? (feature phones)

There are a few options to do this (note that some of these are quite fiddly so please do either ask someone to help or call us if you’re having any problems - we’re available 9am-5pm, Monday-Friday 02045240751 / hello@chatsie.com) .

Feature Phones
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From a Feature Phone
These are typically older phones with a keypad and a non-touch display. They will often be a Nokia or Samsung manufactured phone. Each feature phone has a slightly different method of accessing settings but the instructions below for a Nokia 3310 should be similar to others.
1. Go to your contacts list.
2. Select “Import/Export”.
3. Select “Copy to”.
4. Select “SIM card”.

To a Chatsie Phone
For this, you will need to place the SIM card you were using in your previous phone into your Chatsie phone.

1. If you are a subscriber, your phone will arrive with an Honest Mobile SIM installed already. Follow the instructions in the previous FAQ to change the SIM card. This is a temporary step to access the contacts saved on your old SIM.
2. When you insert a SIM card into your Chatsie phone, you will be asked whether you want to transfer the contacts on your SIM.‍

3. If you tap “Maybe later” and then want to do it at a later date, you can do so by scrolling down on the Menu, and tapping “Other options”.
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4. Then, tap “Advanced”.

5. Then, tap “Copy SIM contacts” and then tap “Yes”.

6. You should then see a screen which says “SIM contacts copied successfully”.
7. If you are a subscriber, or have another SIM which you would now like to use, you can now remove your old SIM and replace it with your Honest Mobile or other SIM.

How do I transfer my contacts / address book from my previous phone? (Android smartphones)

There are a few options to do this (note that some of these are quite fiddly so please do either ask someone to help or call us if you’re having any problems - we’re available 9am-5pm, Monday-Friday 02045240751 / hello@chatsie.com) .

Android Smartphones
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From an Android Phone
If you previously had an Android phone including a Google or Samsung phone, your contacts may be stored on your Google Account. Make sure you are signed into your Google Account on your existing Android phone. If you aren’t sure, follow these steps.

1. Open “Settings” on your device. Then, scroll down and tap “Passwords and accounts”.‍

2. Then, tap the “+ Add account” button and tap “Google”. Here, enter your Google login details.‍

3. Once the account is added, tap on the account’s email and then “Account sync”.‍

4. Ensure that the “Contacts” option is turned on. If it is not, tap the toggle next to it to turn it on.

Once you can see the “Last synced” date to be your current date/time, you can now follow the same steps on your Chatsie phone. This may take some time if you have many contacts.

To a Chatsie Phone

When you sign in to your Google account on your Chatsie phone, you will be asked whether you want to sync your contacts.

1. You can do so by scrolling down on the Menu, and tapping “Other options”.

2. Then, tap “Advanced”.

3. Then, tap “Open Android settings”.

4. You should tap Continue and Yes to proceed to the settings.

5. Then, scroll down and tap “Passwords and accounts”.

6. Then, tap the “+ Add account” button and tap “Google”. Here, enter your Google login details.

7. Once the account is added, tap on the account’s email and then “Account sync”.

8. Ensure that the “Contacts” option is turned on. If it is not, tap the toggle next to it to turn it on.

9. Once you can see the “Last synced” date to be your current date/time, you can return to the Chatsie Menu using the “Menu” button at the bottom of the screen.

How do I transfer my contacts / address book from my previous phone? (iPhones)

There are a few options to do this (note that some of these are quite fiddly so please do either ask someone to help or call us if you’re having any problems - we’re available 9am-5pm, Monday-Friday 02045240751 / hello@chatsie.com) .

iPhones
‍This is the most complex of the three processes. This will let you transfer contacts from an iPhone to your Chatsie device.
You will need:
1. Your Google account details
2. Your iCloud account details
A laptop
Your Chatsie phone, with the Gmail app opened

From an iPhone

1. On your laptop, open a web browser and go to iCloud.com.

2. Sign in with your iCloud account details.
3. Click on "Contacts" to view your iCloud contacts‍

4. Click the three dots icon in the top right of the list of contacts and tap “Select all”.
5. Then click the “Send” icon on the right hand side of the screen.

6. Then select "Export vCard". This will download a file with your contacts in VCF format to your laptop.
7. Next, you will need to email the VCF file to yourself. Open your email on your laptop.

8. Compose a new email to yourself (using the email address associated with your Google account on your Chatsie phone).

9. Attach the VCF file you downloaded from iCloud and send the email.

To a Chatsie Phone
‍Now, to download the VCF file on your Chatsie phone first, open the Gmail app.

10. Open the email you sent to yourself with the VCF file attached and tap on the attachment to download it.
11. You will be asked to tap on the email address connected to your Google account, where these contacts will be saved.

How do I install a SIM card?

If you want to change the SIM card or insert a new one, you will need to remove the SIM tray from the side of the device.
1. Make sure that the phone case is removed. You should be able to see a small slot on the top left hand side of the side of the phone.

2. Retrieve your SIM pin, which you should find in your Chatsie box, and press it into the indent on the side.

3. This should release the tray, and you will be able to pull it out.

4. Place the SIM into the tray, taking care to make sure it is slotted in properly and push it back into the phone. This can be quite fiddly and you might need someone to help you with this step.

5. Restart your phone (see below) and your SIM should begin to work. You will now be able to make phone calls and send text messages using your new number.

How frequently do I need to charge the battery?

This depends on how much you use your Chatsie phone.

Typically, if you are using it for calls, texts and several apps in a day, you would probably need to charge it once every 24 hours.

If you use it less, this might not be the case. However, a phone loses battery over time even when the screen is switched off so you will still need to keep it charged every few days.

We recommend you plug your charger in somewhere memorable e.g. on a bedside table, or kitchen counter - as a reminder to keep track of your phone battery!
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How do I use the stylus?

A stylus can be used as a substitute for your fingers, to tap buttons on the phone screen.
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‍Note: It does not work for the buttons on the side of the phone.

‍Hold it like a pencil, and use the soft, rubber end to press down on the screen. You may need to practice a few times to understand how hard to press on the screen.

Can I change the phone case from the one you’ve sent me?

We don’t stock any other than the ones we’ve provided you with. If you would like a different one, email us hello@chatsie.com. If we get a lot of demand for a certain type or colour for example, we’ll know we need to get these!

How do I make a phone call?

Making calls
1. On the main Menu, tap “Call someone”

2. If you have saved their number already, look for the person you want to call, then tap their name.

3. If the number isn’t saved, tap “Dial a number” instead and enter the phone number you want to call. Then tap “Call”.

4. When you receive an incoming call, tap “Accept” on the screen to start the phone call.

How do I save a new number?

1. On the main Menu, scroll down to the “Other” section. Here, tap “Save a number”.

2. Enter the number and then tap “Save this number”.

3. You will then be prompted to enter the name of the contact associated with this number. Type the name and tap “Save name”.

4. To add the number to the “Shortcuts” section of the Menu, tap the “ON/OFF” switch so that it shows “ON” with a green background.

How do I save an emergency contact?

1. On the main Menu, scroll down to the “Other” section. Here, tap “Save a number”.

2. Enter the emergency number and then tap “Save this number”. You can save an emergency contact or even the number of your emergency services.

3. You will then be prompted to enter the name of the contact associated with this number. Here, you can save it as "SOS" or "Emergency" if you want to.

4. To add the number to the “Shortcuts” section of the Menu, tap the “ON/OFF” switch so that it shows “ON” with a green background. This will save it to your main Menu and you will be able to dial the number in one click.

How do I block a number?

We don’t have this feature right now but it will be coming soon. Message us on hello@chatsie.com if you have a specific need and we’ll look into this right away for you.
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How do I send a dictate message?

1. On the main Menu, tap “Text someone”.

2. If the number is saved, tap the name and type your message.

3. If the number isn’t saved, tap “Text a new number”.

4. Enter the number, and select "Dictate" your message. Dictation allows you to bypass the keyboard - no more fiddling with thumbs! If you select “dictate” you will then see this screen:

5. Speak clearly into the phone (the microphone is located at the bottom underside of the phone but these are powerful devices, so if you just direct your voice towards the phone generally, your words will be picked up). Hit “stop and review” once you are finished where you will see:

6. After a few seconds, you will see the below screen and you can make edits (with the keyboard) by tapping “edit” if you need to.

7. Next, you’ll have the option to send your audio recording as well as your dictated message - see the screen below. Hit “send” for that to arrive alongside your written message (we advise doing this as it’s often nice for the recipient to hear your voice too).

That’s all! If you don’t want to use dictation, follow the steps below.

How do I send a text message?

1. On the main Menu, tap “Text someone”.

2. If the number is saved, tap the name and type your message.

3. If the number isn’t saved, tap “Text a new number”.

4. Enter the number, select "Type" and type your message. Tap “Send” at the bottom of the screen to send the text.

How do I read a text message?

1.On the main Menu, tap “Read texts”.

2. If you have messages, they will appear here in a chronological order. Tap on the name of the person whose messages you want to read.

How do I access my apps?

There are two ways to access your apps.
1. Your apps might already be added to your shortcuts on your Menu. Scroll down on the Menu screen to view a button which might say “Open (App Name)”.

2. If they are not, you can tap “Add Apps” under the “Other” section on the Menu.

3. Scroll down, and you will see the names of the apps which are already installed on your device.

4. Tap the button which says “Hide” and it should turn green and say “Show”. This means the app will now be added to your shortcuts on the Menu.

5. Go back to the Menu and you will see a button which will say “Open (App Name)”. Tap that to now open the app of your choice.

How do I add more apps?

1. On the main Menu, tap “Add Apps”.

2. Then tap “Open Google Play”

3. Sign in to your Google account. If you don’t have a Google account, you’ll need to create one to download apps.
4. Search for the app you want to download in the search bar at the top of the screen

5. Tap the “Install” button next to the app you want to install.

6. You will now be able to find the app in the “Shortcuts” section of the menu.

Note: All apps you install are added to this section by default.

I’m in a new location - how do I get on the Wi-Fi?

1. Scroll down to the “Other” section on the Menu and tap the button which says “Other options”.

2. Then, tap “Connect to Wi-Fi”.

3. The name of the Wi-Fi networks will appear. Tap the name of the Wi-Fi which you want to connect to.

Note: most Wi-Fi networks require a password to connect to them, so you will only be able to connect to ones you know. If you are in a public place like a coffee shop or train station, speak to an attendant to find out if there is a Wi-Fi network you can connect to, and what the password might be.

Can my relatives / carers help me if I get stuck?

If you are uncertain about how to do something on your phone, you can get help from a friend or family member remotely from any web browser.
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There are two options.
1. They can help you in-person with the device.
2. They can help you remotely via manage.chatsie.com. They can help you change your saved number, as well as some other settings.

1. On the main Menu, scroll down and tap “Other options”

2. Tap “Get help”

3. Tap “Generate code” to view a temporary access code

4. Now tell the person helping you to visit Chatsie’s website at manage.chatsie.com and enter the access code.

How do I contact you if I need help?

If you are still unable to solve your problem, please call us on 020 4524 0751.

You can also email us at hello@chatsie.com

What happens if I go over my 4GB of data?

If you are getting close to your 4GB of data in a month, we will get in touch with you. Once the 4GB has run out (extremely rare), you won’t be able to connect to the internet without Wifi in that month.

Call us if this happens to you and we can talk about upgrade options 020 4524 0751 or email: hello@chatsie.com

Help

Getting set up