Safety, security, and health

I’ve lost my phone - what do I do now?

If you’re confident the phone really is lost, follow these steps:
- Don’t panic. You have 2 free replacements on us during a 24 month period in case something like this happens. Once we’re alerted, we can lock your phone securely too.
- Contact us: hello@chatsie.com / 020 4524 0751. If you can’t get to a computer or a friend’s/relative’s phone, try some local services: shops, libraries, visitor centres, post offices.
- Wait 1-2 working days while we get the replacement phone out to you.
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My phone has been stolen - what do I do now?

If you’re confident really has been stolen, follow these steps:
- Don’t panic. You have 2 free replacements on us during a 24 month period in case something like this happens. Once we’re alerted, we can lock your phone securely too.
- Contact us: hello@chatsie.com / 020 4524 0751. If you can’t get to a computer or a friend’s/relative’s phone, try some local services: shops, libraries, visitor centres, post offices.
- Go to your local police station or report online (if online services are available in your area). This will give you a crime reference number.
- Email us hello@chatsie.com with the crime reference number.
- Wait 1-2 working days while we get the replacement phone out to you.
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My phone has been accidentally damaged - what do I do now?

Firstly, please don’t worry. Accidents are part of life. You have 2 free Chatsie replacement phones during a 24 month period in case something like this happens.

Contact us: hello@chatsie.com / 020 4524 0751. If you can’t get to a computer or a friend’s/relative’s phone, try some local services: shops, libraries, visitor centres, post offices.

Wait 1-2 working days while we get the replacement phone out to you.
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I’ve lost or damaged more than 2 phones during a 24 month period - what do I do now?

We can send you a SIM card free of charge (excluding postage and packing) for you to continue your subscription, but you will need to purchase a new handset. Handsets cost £399.

Contact us on 020 4524 0751 / hello@chatsie.com if you find yourself in this situation

I think I’ve been hacked - what do I do now?

Call us from a different device on 020 4524 0751 or email hello@chatsie.com and we’ll look into this right away for you.
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I have dry fingers and other phone keyboards don’t work for me - how does Chatsie help?

We have included a stylus that acts as an extension of your finger. Simply hold it as a pen/pencil and tap the keys you need.
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I have lost my stylus - what do I do now?

Call us on 020 4524 0751 or email hello@chatsie.com and we’ll get a replacement sent out to you.
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Does Chatsie store and sell my data?

We keep basic customer information to make your experience as seamless as possible when you get in touch with us, but this information is not sold on to third parties. Refer to the terms and conditions and the privacy policy for more details.
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What happens if someone is too ill to continue using the phone?

Chatsie started because our Founder’s mother was diagnosed with dementia and he wanted to build a simpler phone for them to communicate on. We do appreciate however, there comes a point where even a simple smartphone won’t be the right solution for your loved one, either because of their cognitive decline, or something else.

Call and/or email us (02045240751 / hello@chatsie.com) if this happens - we’re here to make your life simpler, not harder.

I am visually impaired - how do I increase the font size on the phone?

1. You can adjust the font size by accessing the Advanced options. On the main Menu, scroll down and tap “Other options”

2. Then, tap “Advanced”.

3. Then, tap “Select font size”

4. Here, you’ll be able to adjust the font size, from the default small setting. Just tap on the one which is most visible to you!

I am visually impaired - how do I increase the font size on the phone?

1. You can adjust the tap sensitivity on the device by accessing the Advanced options. On the main Menu, scroll down and tap “Other options”

2. Then, tap “Advanced”.

3. Then, tap “Select tap sensitivity”.

4. Here, you’ll be able to adjust the tap sensitivity. If you find yourself accidentally pressing buttons you don’t mean to, you should increase the sensitivity. If you are struggling to tap a button, then reduce the sensitivity to 20 or 40 ms.

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Safety, security, and health