One family, one account, multiple savings

Frequently Asked Questions

• When does my billing cycle start and renew?
  Your billing cycle starts from the time you've activated the service.
  In case you purchase a SIM card or a phone from our website, your service will start when you receive the package and activate it online.
  Your plan will be active for the following 30 days.
  
  In case you purchased an eSIM, the billing cycle will start as soon as the order is placed and processed. This will allow you to immediately install the eSIM and use the service.
  
  Tello plans last for 30 days only and automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the 30th day. For example, if you activate the service on July 5th (anytime, morning or evening) that plan will automatically renew on August 4th anytime between 5 AM and 11 AM EST.
  
  You can double check the time frame in which the renewal will happen exactly for your line on the Dashboard section, by hovering the mouse over the "Renewal Date".
  
  Any changes you want to make to your active plan must be made at least 24 hours before the renewal date and can only be done directly from your online account.
• Where can I check my usage?
  You can check your usage in the Activity section of your online account.
  
  It will show you the calls, texts and data usage on your line since your plan last renewed and any Pay As You Go usage in the last 30 days.
  All incoming & outgoing calls are charged per minute & you are charged for all incoming calls & texts.
  Calls are rounded up to 1-minute increments, regardless if you use Pay As You Go or minutes from your plan balance.
  For example:

  • if you just had a call of 14 minutes and 23 seconds, you will be charged for 15 full minutes and it will display under the "Usage" column of your Activity as "14:23 min"
  • if you had a call for just 34 seconds, you will be charged for 1 minute and it will display under the "Usage" column of your Activity as "0:34 min"

  Keep in mind that only the phone numbers for outgoing calls will display in your Activity - we do not have the phone numbers for incoming calls.
• Can I purchase more than one plan at a time?
  No. You need to purchase a plan for each line separately.
  Each line will be set up independently. This allows to customize each line's payment method and plans without affecting the others. You can get started on our Family Plans page and follow the prompts to add new lines.
  
  Remember that when you are choosing the amount of lines on the Family Plans section, you don't need to include the ones you already have, only the amount of additional lines desired.
• How does billing work on a family plan?
  Each line in your account has its plan which will have its own individual billing date and payment method.
  You can change or renew a plan anytime. This will start a new billing cycle immediately. But bear in mind that we will not provide refunds (partial or otherwise) for canceled, repurchased, or updated plans.
  
  We can not manually synchronize the renewal dates, but you may renew your plans on the same date to have them billed on the same day.
  
  If your lines are synchronized, we will try to group your recurring charges into one invoice, but this only works for plans with the same billing date.
  
  Also, please note that there are no discounts for owning a Family plan and it is not possible to share the balance between lines.
• Can I have the same billing date for all my family plan lines?
  Not automatically.
  The billing date for each line is set according to the day each plan is activated.
  All plan purchases and activations made on the same day will have the same billing date.
  
  So for example, if you are a new customer and purchase and activate 3 lines on the same day, you will have the same billing date for all your lines and 1 invoice to cover all lines.
  
  However, if you decide to merge some family members' existing lines into your account, then all the lines will retain the existing individual billing dates. The billing dates will not sync.
  
  If you would like to add new lines to your account, and you need to have the same billing date, we kindly suggest adding the new lines on the day your existing line is set for renewal.
  
  Another option is that you renew your existing plans ahead of time, to match the activation date of your new lines and synchronize them all.