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Frequently Asked Questions

• How do I order a Tello eSIM?
  Whether you are starting a new service, adding more lines to your account, or changing devices, you can easily order an eSIM online.
  
  Before you order an eSIM, make sure your device is eSIM compatible here
  Check full compatibility details: Is My Phone eSIM Compatible?
  
  For a New Line:
  To order an eSIM for a new number, follow these steps after logging in to your Tello account:

  1. Navigate to the Plans section of the website.
  2. Select the preferred plan for the new line.
  3. Proceed to the Checkout page and make sure you select the eSIM option in your order.
     Note: If you have other active numbers on your account, ensure to select “New Tello Line” under the “My Number” drop-down menu.
  4. Complete all remaining fields for shipping and billing information to finalize the order.

  
  For an Existing Line:
  If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just transfer to a new device with an eSIM, follow these steps:

  1. Log in to your Tello account.
  2. Go to the My SIM section.
     Note: If you have multiple lines, ensure the correct phone number is selected in the My Number field.
  3. Click on the "Switch to eSIM" or "Get eSIM" button.
  4. Read and agree to the information agreement checkbox.
  5. Complete the prompts.
  6. Finally, click the “Activate” button to generate the eSIM installation QR code.

  
  Once you order a new eSIM, go to the "My SIM" Section on your Tello account and follow the installation steps.
• Is my phone eSIM compatible?
  Most newer smartphones are eSIM-compatible, but there are a few technical factors that determine if a device will work on our network.
  
  To ensure a smooth setup, please review the requirements below.
  
  1. Check your IMEI
  Even if your phone model is known to support eSIM, we highly recommend using our Compatibility Checker.
  
  How to check: Enter your device's IMEI (dial *#06# on your keypad to find it). This is the best way to confirm that your specific device is ready for eSIM
  
  2. Essential Requirements
  To use a Tello eSIM, your device must meet these three criteria:

  • Carrier Unlocked: Your phone must be fully unlocked by your previous carrier. If you are still on a payment plan or contract, your phone might be "locked" to that network and won't accept a Tello eSIM.
  • Built-in Hardware: Tello only supports internal eSIMs (the chip built into your phone by the manufacturer). We do not support external eSIM adapters or "add-on" chips.
  • Standard Software: Some international versions or regional models may have eSIM disabled or not built in by the manufacturer. Please check your device model online or with the manufacturer to verify this.

  ⚠️ Warning
  Not all eSIM phones work with our service. Specifically, Chinese iPhone models do not support Tello eSIM. Additionally, Google Pixel 3 and 3a models are not compatible with Tello eSIM.
  
  ✅ Pro-Tip
  Using an iPhone? Go to Settings > General > About and look at "Carrier Lock." If it says "No SIM restrictions," you’re officially good to go!
• Can I replace my physical Tello SIM with an eSIM?
  If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just swap devices with eSIM, follow these steps:

  1. Log in to your Tello account.
  2. Go to the My SIM section.
     *If you have multiple lines, ensure the correct phone number is selected in the My Number field.
  3. Click on the "Switch to eSIM" button.
  4. Follow the prompts to complete the required fields.
     Note: You will need your account Security PIN for this action.
  5. Finally, click the “Activate” button to generate the eSIM.
  6. To activate your eSIM check the eSIM Installation Steps.