Activate your Tello SIM card

Frequently Asked Questions

• How can I activate the service?
  Activating your Tello service is a quick process. Whether you are using a physical SIM or an eSIM, here is how to get started:
  
  Activating a Physical SIM Card
  Your 3-in-1 SIM Kit contains one SIM card that can be punched out to the specific size (mini, micro, or nano) your device needs.

  1. Find your code: Look for the Activation Code printed on the larger card that the SIM was attached to.
  2. Activate online: Go to the "My SIM" section of your Tello account, enter the code, and follow the prompts.
  3. Install & Test: Once activated, a new number will appear on your Dashboard. Insert the SIM into your phone and restart the device to start using the service.

  
  Activating an eSIM

  • Instant Setup: For eSIM, your 30-day plan starts as soon as the order is processed. Follow the installation instructions sent to your email or found in your Tello account to download the digital SIM to your phone.
  • For more guidance with the eSIM activation, please click here.

  
  Keep Your Own Number (Number Transfer Process)
  If you want to keep your current phone number from another carrier, please keep these rules in mind:

  • Activation First: You cannot port your number until your Tello service is fully active.
  • Physical SIM: The SIM card must be installed and activated in your phone before you can start the porting process.
  • eSIM: The eSIM must be installed and working on your device before the "Number Transfer" form becomes available.
  • The Process: Once your Tello line is active, go to your online account to find the "Number Transfer" form. This will replace the temporary Tello number with your own number.
• What do I do if I have a SIM card error message?
  Seeing a "SIM Error" can be annoying, but it usually comes down to one of two things: the physical fit or a "lock" from another carrier. Here’s how to clear it up!
  
  First, the Quick Checks:
  1. Compatibility: Is your phone ready for Tello? Use our Device Checker to be sure.
  
  2. Unlocking: Your phone must be unlocked. If it’s still tied to a previous carrier, our SIM won't be able to "talk" to your device. Try a Quick Physical Reset:
  If your phone is definitely compatible and unlocked, try this:

  • Turn your phone OFF completely.
  • Take the SIM card out and check for any scratches or damage.
  • Clean it gently with a soft cloth and pop it back in.
  • Turn the phone ON and see if it picks up the signal.

  
  Common Error Messages
  If you see any of these messages, your phone is likely carrier-locked:

  • "sim not supported"
  • "network lock"
  • "network unlock pin"
  • "unsupported sim"
  • "SIM Lock"
  • "SIM Invalid"
  • "Network Lock"
  • "SIM Not Supported"

  
  ⚠️ Important Note on Unlocking
  If you see those messages, it means your previous provider has a restriction on the phone.
  
  Please note that Tello cannot unlock phones for you. Only the company that originally locked the device (your old carrier or the place you bought it) has the tools to remove that lock. You’ll need to give them a quick call to ask for a "Carrier Unlock."
  Once they confirm it's unlocked, your Tello SIM should start working right away!
• How do I insert the Tello SIM card?
  When you receive your Tello GSM SIM, you'll get a 3-in-1 card. This includes all three standard sizes—mini (2FF), micro (3FF), and nano (4FF)—to fit any phone.
  
  Finding Your SIM Size
  Before punching anything out, check your phone’s SIM tray. Most modern smartphones use the smallest (nano) size, while older models or flip phones might use micro or mini. Once you identify the size, carefully punch it out from the larger plastic card.
  
  Installation Steps

  • For Most Smartphones:
    1. Locate the SIM slot: Look for a small hole on the edges of your phone (top, bottom, or sides).
    2. Eject the tray: Insert a SIM tool or a small paperclip into the hole and push firmly but gently until the tray pops out.
    3. Place the SIM: Set the SIM into the tray and slide it back into the phone.
    4. Test: Turn your phone on and check for service.
  
  
  • For Flip Phones & Older Models:
    1. Remove the back: These phones usually have the SIM slot behind the back cover.
    2. Check under the battery: You may need to remove the battery to find the tray (usually marked with a SIM icon).
    3. Slide it in: Slide the SIM card into or under the metal tray bracket.

  
  ✅ Pro-Tip: Use Online Resources
  If you aren't sure where your SIM tray is or what size you need, check your phone's manual or do a quick Google search for your specific model. For a visual guide, you can visit the Tello blog for the "How to Install your Tello GSM SIM" tutorial or search for video tutorials online.
• I received my Tello SIM/Phone today. How can I port my number?
  Firstly, you need to ensure that, you have received and successfully activated your new Tello SIM card or eSIM in your online account.
  
  If you have not done so already, go to the Activate SIM section of your Tello online account and follow the prompts to activate the service.
  
  Once activation is finished, start the Port-In Process:

  • Go to the Number Transfer page.
  • Enter the phone number you want bring to Tello and click "Check."
  • If your number is eligible for transfer, you’ll be prompted to enter your current carrier's details.

  
  ⚠️ Warning
  Contact your old carrier to make sure your line does not have any "Port Protection," "Number Locks," or "Fraud Protection" active. These will block the transfer if they aren't turned off.
  
  ✅ Pro-Tip
  Double-check that your phone is "unlocked" from your previous carrier. Even if the number transfer is successful, a locked phone won't be able to pick up the Tello signal!