Bring your phone along!

Frequently Asked Questions

• How can I change the phone on my Tello line?
  Changing your phone is quick and easy! Since your Tello service is tied to your SIM, you can usually just move it to your new device.
  
  Here is how to do it:
  
  1. Check your new phone
  Before you switch, make sure the new phone is ready:

  • Is it compatible? Run the IMEI through our Device Checker to make sure it can talk to our network.
  • Is it unlocked? Ensure your previous carrier has fully unlocked the device.

  
  2. Swap the SIM
  If everything looks good, just take your physical Tello SIM out of your old phone and pop it into the new one.
  
  3. Restart and go
  Turn the new phone on. It should find our network and activate automatically. If it doesn't connect right away, wait about 30 minutes and give it one more restart.
  
  4. What about eSIM? If your new phone uses an eSIM (no physical slot), you can't "swap" it. Instead, log in to your My Tello account and head to the "My SIM" section to generate a new eSIM for your new device.
  
  If you need more guidance, please follow the steps to switch to eSIM.
• Why choose Tello?
  We keep things simple, flexible, and affordable. Here’s why our customers love us:
  
  Total Flexibility

  • Build Your Own Plan: Choose exactly the data and minutes you need. No more paying for stuff you don't use! You can customize your plan on our plan section.
  • No Strings Attached: No long-term contracts, no hidden fees, and you can change your plan anytime.
  • Family Plans: Manage multiple lines easily from one single account.

  Global & Extra Features

  • Travel Ready: We offer international roaming in over 200 countries. Plus, calls to 60+ destinations are free on all plans.
  • Stay Secure: Our "Scam Guard" features help block unwanted and fraudulent calls automatically.
  • Hotspot Included: Share your data with your other devices at no extra cost.

  Quick & Easy Setup

  • eSIM or Physical SIM: Activate instantly with an eSIM or grab a traditional SIM card.
  • Bring Your Own Phone: Keep the device you love or buy an affordable one from our shop.
  • Instant Control: Track your usage and update your settings 24/7 through your Tello account.
• Will my phone work with Tello?
  To join Tello, your phone needs to check two boxes: Compatible and Unlocked.
  
  1. Is it Compatible?
  The easiest way to find out is to use our Bring Your Own Phone tool.
  
  If you have the phone: Just type in your IMEI number (dial *#06# to find it) and we’ll give you an instant "Yes" or "No."
  
  ⚠️ Important Note on Our Checker:
  Our online tool checks if your phone supports VoLTE (the technology needed for clear calls). However, it does not check for specific signal frequencies. You should manually verify that your phone supports the network bands we use to ensure you get a reliable connection.
  If you don’t have the phone yet: Look at the phone’s "Tech Specs" (check the manual or ask the seller).
  
  To work great on our network, the phone needs:

  • VoLTE: This ensures your calls are crisp and clear.
  • LTE Bands: At a minimum, it needs Bands 2, 4, and 12. For the absolute best service, it's great if it also has Bands 5, 66, or 71.

  Note: If your phone is an older model or was made for a different country (like Europe or Asia), it might lack these bands. In that case, it won't work correctly, even if our tool says "Awesome." Check your phone's manual or search the model online to be sure!
  
  2. Is it Unlocked?
  Even if our website says your phone is "Awesome," it must be unlocked to work.
  "Compatible" means the tech works with our towers.
  "Unlocked" means your old carrier has "released" the phone so it can use other networks.
  
  How to check: Contact your current carrier to confirm it's unlocked. We can't check the lock status for you, so it's always best to ask them directly.
  
  Ready to go?
  If your phone is compatible and unlocked, just follow the prompts on our BYOP page to grab your Tello SIM and pick your plan!
  
  Quick Reminders:

  • We don’t support mobile routers (like Netgear or MiFi).
  • You must use a Tello SIM; other carrier SIMs won’t work.
  • Want a fresh start? You can always buy a phone from us—they all come with a free SIM!
• Does my phone need to be unlocked?
  Yes. If you want to use your current phone with Tello, it must be carrier-unlocked.
  
  What is an "unlocked" phone?
  An unlocked phone is a device that isn't tied to one specific provider. It gives you the freedom to choose your own carrier (like Tello!).

  • Is my phone locked? If you bought your phone from another carrier or are still paying it off on a contract, it is likely locked to that network.
  • Is my phone unlocked? If you bought it directly from the manufacturer (like Apple or Samsung) or have already finished your contract, it might be unlocked.

  
  Important: Checking your status
  Tello cannot check if your phone is locked and we cannot unlock it for you.
  * Only you can confirm this by contacting your current carrier or the person who sold you the phone.
  
  Our online Compatibility Checker only checks if the tech inside your phone works with our towers—it cannot see if the phone is locked.
  
  What happens if I use a locked phone? If you try to use Tello on a locked device, you’ll probably see a "SIM Error" or "Invalid SIM" message. You won't be able to use your Tello service until your previous carrier unlocks the device for you.
  
  ✅Pro- Tip: Make sure your phone is unlocked before you try to activate your Tello SIM to avoid any service gaps!
• How can I bring my current number to Tello?
  To bring your current number to Tello, you first need to get your Tello service up and running. Here is how to do it:
  
  1. Set Up Your Tello Service First
  Before you can start the transfer, you must have a working Tello line. You can use this temporary line while the process is completed.

  • Activate: Go to the My SIM section of your online account.
  • For Physical SIMs: Enter the activation code found on your new SIM card.
  • For eSIMs: Scan the QR code provided in your account to install it.
  • Security Check: 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.

  
  2. Gather Your Transfer Info
  You will need to get these specific details from your current provider:

  • Account Number
  • Porting PIN (Transfer PIN)
  • Account Holder Name
  • Service Address as it appears on your bill

  3. Submit the Transfer Request
  Once your Tello line is ready, go to the Number Transfer page on our website:

  1. Enter the phone number you want to bring over and click "Check".
  2. If it’s eligible, fill in the details you gathered from your old carrier.
  3. Follow the prompts to finish the request.

  Timing & Important Tips

  • How long does it take? Most mobile numbers move in 2 hours to 2 business days. Landlines or VOIP numbers can take up to 5 business days.
  • Stay Updated: We’ll send status updates to your registered email address.
  • Caller ID: It may take up to 3 business days for your moved number to show up correctly on Caller ID. If it’s still not right after that, just let us know!

  Note: Please double-check your info! If the details are incorrect and aren't fixed within 3 business days, the request may be cancelled.