One family, one account, multiple savings

Frequently Asked Questions

• When does my billing cycle start and renew?
  When does my service start?
  Autopay starts from the time you've activated the service.

  • Physical SIM: Your 30 days start only when you activate it online after it arrives.
  • eSIM: Your 30 days start immediately as soon as your order is processed.

  How Autopay Works
  Your plan lasts for 30 days.

  • Example: Activate on July 5th → Renew on August 4th.
  • Check your date: Hover over "Renewal Date" on your Dashboard to see your exact timing.

  Making Changes
  Need to change your plan? Be sure to do it through your online account at least 24 hours before your renewal date.
  
  ✅Quick Tip: Keep your payment info updated to avoid any service interruptions!
• Where can I check my usage?
  You can easily keep track of your calls, texts, and data usage through your online account. This helps you see exactly how your plan balance or Pay As You Go credit is being used.

  • Activity Section: This shows all activity since your plan last renewed. For Pay As You Go, it shows the last 30 days of usage.
  • Tello charges for both incoming and outgoing calls and texts.
  • The 1-Minute Rule: Calls are always rounded up to the next full minute.
  Example 1: A call of 14 minutes and 23 seconds will be charged as 15 minutes.
  
  Example 2: A short call of 34 seconds will be charged as 1 minute.
  
  
  • Privacy Note: Your logs will show the phone numbers for outgoing calls only. We do not display the phone numbers for incoming calls.

  Next Steps
  

  • Log in to your Tello account and navigate to the Activity section.
  • Use the dropdown menu to filter your usage history by specific months.
  • Download a PDF of your activity if you need a hard copy for your personal records.

  ✅ Pro-Tip: Managing Your Balance
  Check your Activity regularly. If you notice you're running out of minutes faster than expected, you might want to adjust your monthly plan to a higher tier.
• Can I purchase more than one plan at a time?
  No. You need to purchase a plan for each line separately.
  
  This lets you pick a different amount of data or minutes for every family member. You can even use different payment methods for different lines if you need to!
  
  To add a line to your family, just head to our Family Plans page.
  Just follow the prompts on the Family page to get each new member connected. Each line will have its own setup process to make sure everything is exactly how you want it!
  
  ✅ Pro-Tip: When you're asked how many lines you want to add, do not count the lines you already have. Only enter the number of new lines you want to start right now.
• How does billing work on a family plan?
  Managing a family account with Tello is straightforward, but it’s a bit different from traditional carriers. Each person gets their own custom plan, but you can manage everyone from one login.
  
  Here is the breakdown of how billing works:

  • Individual Lines: Each line has its own custom plan and its own monthly billing date.
  
  
  • No Shared Data: Data and minutes belong to the specific line; they cannot be shared or moved between family members.
  
  
  • Syncing Your Bills: We don’t sync dates automatically. If you want one bill for everyone, just manually renew all plans on the same day. We’ll then group them into one invoice whenever possible.
  
  
  • Plan Changes: You can update any plan at any time. A new 30-day cycle starts immediately. Just a heads-up: we don't offer refunds for "leftover" days or data when you change early.
  
  
  • Pricing: We don't have specific "family discounts" because our plans are already priced at our lowest possible rates for every single line.
• 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.