Contact

Welcome to Tello!
Setting up your account is easy and only takes a few minutes. Here is your quick start guide:

1. Create Your Account
First, click here to join Tello.
You can sign up with your email or simply use your Google or Apple account for a faster start.
Note: For your security, our Support team cannot create accounts for you.

2. Choose Your Phone & Plan
Once you're logged in, you have two choices:
Buy a new phone: Shop our latest deals here.
Bring your own phone: Use our Compatibility Tool to make sure your device works on our network.

Your next step is to pick a Plan.
See our plan options here.

3. Checkout Page
During checkout, please ensure all required fields are filled in:

• Verify Your Zip Code
• Pick your SIM type. Choose a physical SIM card (mailed to you) or an eSIM (instant activation if your phone supports it).
• Billing Information
• Shipping Details (if applicable)

4. Payment & Finalizing
We are 100% contract-free! You’ll see the full price (including tax) before you pay.
We accept:

• Credit/Debit cards
• PayPal & Venmo
• Apple Pay & Google Pay

We do not accept checks or bank transfers.

5. Activate Your Service
Once your order is ready, follow these simple steps to get connected:

• SIM card Activation
• eSIM Activation

✅ Important Tips

• Bringing your phone number?: You can transfer your old number after you activate your Tello SIM. We’ll give you a temporary number first, then you can swap it for your old one in your account dashboard.
• Network: Tello uses a LTE/5G network. Your phone must be unlocked and LTE/5G compatible.
• Assistance Programs: We do not participate in the EBB (Emergency Broadband Benefit) or Lifeline programs at this time.

Every Tello plan is packed with extra features at no extra cost.

Global & Local Calling
International Calling: All plans (except data-only) include calls to 60+ countries at no extra cost. If you talk to a friend in Canada for 20 minutes, it simply uses 20 minutes from your plan balance.

3-Way Calling: Easily add a third person to your call so everyone can chat at once.

Data & Connection
5G Access: If you have a 5G phone and coverage, you’ll get our fastest speeds automatically. Check our Coverage map to see the signal in your area.

Hotspot: Share your data with other devices for free! It just uses your existing data balance. If you're on the Unlimited Data plan, you get 10 GB of hotspot included.

Traveling Abroad
Roaming: You can use Tello in 200+ countries. These costs come out of your Pay As You Go balance. You'll need at least $5 in that balance to turn roaming on via your My Settings page.

Wi-Fi Calling & Text: Use a Wi-Fi network to call and text just like you're at home. Most phones support this—check out our blog for more details.

"My Tello" App: Download our app on iOS or Android to make outgoing calls over Wi-Fi. (Note: The app doesn't support incoming calls or texts).

Helpful Extras
Visual Voicemail: This works for both Android and iOS if your phone has it built-in. Tello isn't compatible with most 3rd party apps, but you can use the "T-Mobile Visual Voicemail" or "My Visual Voicemail" apps if needed.

2FA (Security Codes): You can receive shortcodes and 2-factor authentication messages on your line. Just a heads up: codes sent from international numbers might not always be supported.

Note: Tello does not provide a 411 directory assistance service.

Shipping times depend on the option you chose at checkout. Please remember that the day you place the order does not count as a transit day.

• ✅ USPS First-Class or FedEx Ground: Usually takes 3 to 5 business days, but can take up to 10 days.
• ✅ USPS Priority Mail: Expect delivery within 3 business days.
• ✅ FedEx Standard Overnight: Takes 2 business days (for example, order on Monday to receive it on Wednesday).

Tracking Your Order
Once your order is "Shipped," you can track it directly from your Dashboard. Click the tracking code to see the latest updates from USPS or FedEx.
Note: Weather, holidays, or missing information (like a suite or apartment number) can sometimes cause delays.

⚠️ Important Details

• Billing: Your monthly plan does not start until you actually receive and activate your SIM or phone. You won't pay for service you aren't using yet!
• Address: Make sure your Apt, Suite, or Unit number is included so your package doesn't get lost.

If Your Package is Late
-If your package hasn't arrived 2 days after the latest timeframe listed above, please contact our support team with your order number so we can help you out.

Don't worry, "Pending" usually just means your order is in a quick review queue. Think of it as a final safety check before we process your payment and get things moving.

What happens next?

• The 5-Minute Rule: Most reviews are finished in 2 to 5 minutes.
• Check Your Dashboard: Refresh your Dashboard after 5 minutes to see if the status has changed to "Successful."
• Keep an Eye on Your Email: If we need to confirm a few extra details to protect your account, our Support team will send you an email.

✅Good to know:

• No Charge for Pending Orders: You are only actually charged once your order status moves to "Successful."
• Still Pending? If it’s been longer than 5 or 10 minutes and you haven't heard from us, please check your Spam folder or email our support team with your order number.

A “Failed” status usually means there was an issue with the payment. Don't worry, you haven't been charged, and it’s usually an easy fix!

Common Reasons for Failure:

• Typo in Card Details: Double-check your card number, expiration date, and CVV code. Even a tiny mistake can stop an order.
• Bank Security: Sometimes your bank blocks a charge until you confirm it’s really you. A quick call to the number on the back of your card usually clears this up.
• Expired Card: If you recently got a new card or your old one expired, you'll need to select "Add a New Card" in your payment settings.

What happens next?
If a payment fails, we will try to process it one more time within 24 hours.

• Action Required: To avoid your service being suspended, please update your payment method in your Dashboard right away.
• Keep Your Number: If a plan stays suspended for too long, you risk losing your phone number. Keeping your account active is the best way to stay connected!

A Quick Note on Taxes & Fees and Plan Changes:
You might notice the final total is slightly higher than your plan price.

• The Reason: Our advertised prices don't include state taxes or regulatory fees. These vary depending on where you live.
• Transparency: You can always see the amount of taxes you will pay on the checkout page by clicking "Next > Calculate Taxes".
• If a plan is changed, or services are added, the new charges would reflect those changes, potentially increasing the total amount due.

If you’ve forgotten your Security PIN, don’t worry! For your protection, your PIN isn't displayed in plain text, but you can reset it in just a few steps.

Steps to Reset Your PIN
⚠️ Important: For security reasons, this must be done through our website, not the "My Tello" app.

1. Log in to your online account and go to the "My Information" section.
2. Select "Manage your Security PIN" and then click the "Reset Security PIN" option.
3. Choose the phone number where you'd like to receive your reset code via SMS.
4. Once the code arrives, return to that same page and enter it into the "Reset Code" field.
5. Create and save your new Security PIN!

Note: If you are unable to reset your PIN via SMS, we can only assist you over the phone. This ensures we can properly verify your identity and keep your account secure. Please call us at +1 866 377 0294.

Tello can change your phone number as a one-time exception. However, there are a few things to consider before you decide to start fresh with a new number.

Important Considerations

• Spam Issues: If you want to change your number to avoid spam, it might not help. Robodialers call numbers at random, so a new number can still get spam. We recommend using a free call-blocker app instead.
• Caller ID Names: If you want to change your number because the wrong name shows up on Caller ID, we don't need to change the number. We can simply reset the name for you.

If you find that another caller name is still displaying from your Tello phone number, there is no need for a number change. Simply email our support team with the following information to get this rectified:

• Tello Phone Number affected
• Current Display Name
• Any Phone number where this incorrect name has appeared

Next Steps

To request your one-time number change, email our support team with the following details:

• The reason you want to change your number.
• The current phone number you want to replace (very important if you have multiple lines).
• Your full address.
• Your preferred area code related to your address.
• A confirmation statement that you understand your preferred area code may not be available.

✅ Pro-Tip:
If your only issue is an incorrect Caller ID name, just email us the affected number, the name being displayed, and where you saw it. We can reset it to "wireless caller" for you changing your entire phone number.

⚠️ Warning: Area Code Availability
While we try to match your preferred area code based on your address, we can’t guarantee it will be available. If your preferred code is out of stock, a different one related to your area will be assigned.

For security reasons, the request to delete your account can only be submitted from your online account.

Results of Account Deletion
Please note that by deleting your account, the following will happen:

• Your personal information will be deleted from our system.
• Any remaining balances will be immediately forfeited & are non-refundable.
• You will no longer receive any notification from our website.
• Your account will be permanently deleted and cannot be recovered.

Check Before You Delete
For account deletion to proceed, first make sure you:

• cancel any active subscriptions in your account and
• port out or delete your phone number.

Delete Your Account Steps
Here are the steps to follow to delete your account:

• Go to the My Information tab in your online account:
• Scroll down to "Account Control" under the "Account Details" section.
• Click on the green "Request" button next to "Delete your account".
• Follow the on-screen steps and finish the process.

Our website and service are CCPA & GDPR compliant.
Thank you for your time with us and remember you can open a new account with us whenever you wish.

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.
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 (Device Swaps & Replacements):
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 "eSIM" button.
4. Read and agree to the information agreement checkbox.
5. Complete the prompts.
6. Finally, click the “Activate eSIM” button. Your new eSIM installation QR code will display on this page and you can proceed with the installation.

✅ Pro-Tip: Do NOT delete your eSIM unless advised.
Rarely (if ever) do you need to delete your eSIM. Installation or activation issues are not caused by the actual eSIM so do not delete it unless specifically advised by one of our experts.

⚠️Important: While a new line setup may incur a one-time setup fee depending on your plan, generating a replacement eSIM or moving your line to a new device is completely free of charge through your online dashboard.

Switching your Tello service to a new device is quick and easy!
However, it is important to note that Tello does not support "Direct eSIM Transfer" (the built-in iPhone or Android feature that copies an eSIM from one phone to another).

Instead, you will simply generate a fresh eSIM for your new device. This process will not affect your phone number.

Step 1: Check Compatibility
Before you begin, ensure your new phone is ready:

• Carrier Unlocked: The new device must be fully unlocked.
• Compatibility Check: Verify your new phone’s IMEI on our Compatibility Checker.

Step 2: Prepare for the Switch
To ensure a smooth transition, make sure you have:

• Your Tello Account Security Pin
  *If you don't have your PIN, check the Security PIN help details
• A stable Wi-Fi connection on both your old and new devices.
• Access to your Tello account on a computer or your old phone.

Step 3: Generate Your New eSIM

• Log in to your Tello account and go to the "My SIM" section.
• Select the phone number you will move to the new device, and click on "ESIM," and follow the prompts.
• Once the new eSIM is generated, follow the installation instructions with your new device.

⚠️Important

• Immediate Swap: As soon as you generate the new eSIM, the eSIM on your old device will be deactivated. You will be without service until the new eSIM is fully installed.
• No Data Transfer: This process only moves your Tello phone service. It does not transfer your photos, text messages, contacts, or apps. You should use iCloud, Google Drive, or a device-to-device transfer tool for your personal files.

Once you have ordered an eSIM, the activation details will be provided under the My SIM section. Before installing the eSIM, please make sure that:

• Your device is connected to a reliable Wi-Fi network
• You have removed or temporarily turned off any other SIM cards or eSIMs installed in your device.
  *This can be done under the Cellular or network settings of your phone
• Your device is carrier unlocked and eSIM compatible

After these checks, you are ready to start the installation. Proceed according to your device type and your preferred activation method:

1. QR Code Activation
The QR code will be displayed under the My SIM section

Note: Keep your Tello account open on a computer or secondary device to scan the QR code with your phone. This unique QR code can only be activated once.

A. Android:

• Samsung:
  Go to: Settings > Connections > SIM Manager > Add eSIM.
• The device will give you the option to scan a QR code. Once the installation is done, follow the instructions on the phone.

• Google Pixel and other Android devices:
  Go to: Settings > Network and Internet > SIMs > Add+ >Download a SIM instead.
• Follow the instructions to scan the QR code

B. iPhone:

• Go to: Settings > Cellular > Add eSIM > click “Use QR code”.
• Scan the QR code provided on the Tello account. Follow the setup steps provided by the device.

2. Manual Activation
If you are unable to scan the QR code, an alternative activation method is available. Details can be found in the "My SIM" section of your Tello account online, located above the QR code.
You will need to copy the provided SM-DP+ADDRESS and ACTIVATION CODE
Then you can follow the next steps to complete this activation:

A. Android:

• Go to Settings > Connections > SIM Manager > Add eSIM.
• Then tap on Scan QR code > Instead of scanning the code, tap "Enter Activation Code" at the bottom of the screen.
• Paste the activation details

B. iPhone:

• Go to Settings> Cellular > Add eSIM / Add Cellular Plan > Scan QR code.
• Once the Camera opens, an option will display at the bottom of the screen. > Select "Enter Details Manually."
• Paste the activation details

Once the activation code and address are entered, follow the prompts.
If all steps were completed successfully, you can now restart your phone and test the service.

If you experience issues with activation, check the next thoubleshooting steps for your device:

• Steps for iPhone
• Steps for Android

It’s really simple: if you have minutes in your Tello plan, you can use them to call over 60 countries at no extra cost!

How it works with your plan:

• Plan Limits Apply: The number of international minutes you get is the same as the total minutes in your plan.
  Example: If you have a 300-minute plan, you have 300 minutes total to use for any combination of US and international calls.
• Unlimited Plan Cap: If you have an "Unlimited" plan, you can use up to 1,000 minutes for international calls each billing cycle.
• No Extra Fees: You don't need to buy a special international package to call countries on our free list.

What you need to know:

1. Check the List: Ensure your destination is on our Free Destinations List.
2. Standard Deduction: Every minute you spend on an international call is simply subtracted from your monthly balance.
3. Outside the List: If a country isn't on the free list, you can still call it using Pay As You Go credit.

Wi-Fi Calling and Text is a great way to stay connected when cell signals are weak or when you're traveling abroad. Before you can use it, you need to complete a quick two-step setup: one in your Tello account and one on your phone.

Step 1: Register Your E911 Address
For safety reasons, you must have a US emergency address on file before the feature will activate.

1. Log in to your Tello account and go to My Settings.
2. Under the Wi-Fi Calling section, click Edit next to "Emergency E911 Address."
3. Fill in your USA address and click Save.

Step 2: Enable the Feature on Your Phone

• On iPhones:
  1. Go to Settings ≫ Phone.
  2. Tap Wi-Fi Calling and toggle it ON.
  3. Tap Update Emergency Address and confirm your details.
• On Androids:
  1. Open your Phone/Dialer app.
  2. Tap the Menu (three dots) in the top right corner.
  3. Go to Settings ≫ Wi-Fi Calling and toggle it ON.

✅ Pro-Tip
Once Wi-Fi Calling is active, you can receive One-Time Passwords (OTPs) and verification texts from your bank even if you are outside the US. Just keep in mind that while standard texts (SMS) work over Wi-Fi, picture messages (MMS) do not.

⚠️ Warning
Wi-Fi Calling relies on the specific Wi-Fi network you are using. Some public networks (like those in certain offices or hotels) may block Wi-Fi Calling traffic, which is outside of Tello's control.

Next Steps

• Check our International Calling page to see which of the 60+ countries are included in your plan for free.
• For a deep dive into how this feature works, visit our Tello Blog.
• If the toggle on your phone won't stay "ON," double-check that your E911 address was saved successfully in your Tello account first.

Activating your roaming service is easy, but there are a couple of balance rules you need to know before you flip the switch.

1. If traveling in Europe:
   Any active Tello monthly plan qualifies for the limited-time promo: Free roaming in Europe until January 31st, 2027!
   No PAYG credit is needed. Usage is drawn from your plan allowances.
   Check our European country list to make sure your destination is included.


2. If traveling in any of the other 200+ countries where roaming is available:
   Standard roaming relies entirely on Pay As You Go (PAYG) credit.
   Ensure you purchase PAYG balance.
   If you need data, make sure Pay As You Go Data is also toggled ON in your online settings.
   Check the roaming rates for your destination or Top up your credit.


3. How to Turn it on
   • Log in to your online account.
   • Go to the My Settings tab.
   • Switch the International Roaming toggle to ON.

⚠️ Important: International roaming will only work if the line has been used in the USA before you enable roaming

If you have activated your SIM in your Tello account but the service still does not work on your device, there are a few steps you need to follow in order to check the activation completed correctly.

1. Check the SIM/eSIM

• Physical SIM: Power OFF your phone, remove the SIM, and make sure it’s seated correctly in the tray.
  Alternatively, you can also check this guide on our blog.
• eSIM: Simply restart your phone. Then, go to your settings and ensure the Tello eSIM is toggled ON.
• Android: Settings > Connections/ Network & Internet > SIM Manager/ SIMs > check the Tello eSIM is ON.
• iOS: Settings > Cellular > Under the SIMs section, check the Tello eSIM is ON.

In case you have more than one line in the same device, make sure the correct SIM is selected for calls and data services.
For further inquiries about activating the eSIM, please check the "How can I activate my Tello eSIM?" section.

2. SIM Error "Invalid SIM" or similar.
If your phone says "Invalid SIM," "Network Unlock PIN,", "SIM Locked," or similar messages, your phone is likely locked to your previous carrier.

On iPhones, you can also check this by going to Settings> General > About > Carrier Lock. SIM Locked means the device is carrier locked.
To unlock the device or verify the lock status you will need to contact the provider of the phone.

If the issue persists please follow the steps below:
1. Software & Network Settings
Check that your device has the latest software version installed.

• Android: Tap Settings > System > Software Update.
• iOS: Tap Settings > General > Software Update.

2. Enable VoLTE: This is required for calls.
Android: Go to Settings > Connections/Network & Internet > Mobile Networks
If you have an option for VoLTE, make sure it's ON (In some models this option can also be named: Enhanced 4G, HD Calls or similar)

iOS: Tap Settings > General > Cellular (or Mobile Data) > Ensure the Cellular Data switch is in the "ON" position.
Tap Cellular Data Options > Tap Voice & Data.
Ensure LTE is selected.
Ensure the VoLTE slider is in the "ON" position.

3. APN check

• What should be the APN settings for my Android?
• What should be the APN settings for my iOS?

4. Reset Network Settings
If the steps above don't work, try a network reset.

Note: This will also clear your saved Wi-Fi passwords and Bluetooth pairings.

Android: Go to Settings > General Management or System > Reset options > Reset Network Settings (Reset Mobile, Wi-Fi and Bluetooth)
Reboot your device and test the service.

iOS: Tap Settings > General > Reset or Transfer > Reset > Reset Network Settings.
Enter your passcode and wait for the device to restart on its own.
Test the service

⚠️ Warning
Before resetting network settings, make sure you know your Wi-Fi passwords, as you will need to reconnect to them afterward.

Next Steps
If the service is still not working properly after doing these checks and trying these steps then email us with the following information:

1. The IMEI of the device:
2. The exact location where you're experiencing the issue (full address required):
3. Any error messages that appear on your phone:
4. Which of the troubleshooting steps were you able to perform? (please specify):
5. Please specify which services are affected by this issue (calls, texts, data):

If you are looking to move your phone number to a different carrier, we make the transition smooth and secure. All customers must retrieve their specific porting details directly from their online dashboard.

(Note: To protect your data, this security feature is only accessible through a web browser and is not available in the "My Tello" app).

How to find your Port Out info

1. Log in to your Tello account on a web browser.
2. Go to the Number Transfer tab.
3. Scroll down to the Port Out section and tick the "I understand..." box.
4. Click the Retrieve Port Out Information button.
5. Follow the prompts to reveal your port out details.

How to use it
Once the system displays your Tello Account Number and 5-digit Port Out PIN, share them directly with your new provider so they can initiate the transfer.

• Tello’s Guarantee: Tello will automatically release your phone number to your new carrier as soon as we receive the transfer request with the correct account details.
• Watch the clock: Your generated Port Out PIN is valid for 7 days.
• Avoid delays: Make sure your new carrier types in the account number and PIN exactly as they appear on your screen to keep the process moving without any hiccups.

🛑 Port Out PIN vs. Security PIN (They are different!)
It’s easy to mix these up, but they have completely different formats and purposes.

• The Port Out PIN: This is a 5-digit code used only to authorize the transfer of your number away to a new provider.
• The Security PIN: This is your permanent, personal 4-digit code used to protect your sensitive billing information and prove your identity when talking to Tello Support.

🔍 What if my Port Out fails or gets delayed?

• Check for Notifications: Tello will instantly notify you by both email and SMS the moment we receive an official port-out request for your number from another carrier.
• No Notification? If you haven't received an email or SMS from Tello, it means we have not received a port-out request from your new carrier yet. You will need to contact your new provider to make sure they actually submitted it.
• If the Port Fails: If the transfer fails or gets rejected, your new carrier will be able to explain exactly why. They receive the specific rejection error codes from the network registry and are responsible for correcting the submission.

✅ Pro-Tip
Can't remember your 4-digit Security PIN? Don't sweat it. Just head to the My Information tab in your account and follow the steps to reset it.

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.

It’s a huge pain when your phone isn't cooperating! If your plan is active but you’re having trouble connecting, let’s try these steps in order to get you back up and running.

1. Start with a Restart
First, try the "magic fix": Restart your phone. This forces your device to reconnect to the Tello network, which usually clears up most glitches.

2. Check your SIM or eSIM

• Physical SIM: Turn your phone off, take the card out, give it a quick wipe with a dry cloth, and put it back in. For more help, go to: Check SIM installation
• eSIM: Make sure it’s "On" in your settings. For more help, check our eSIM activation guide.

3. Check your Network Settings
This is a key step! First, turn off your Wi-Fi so we can test the Tello mobile signal directly.

• On Android:
  • Go to Settings ≫ Connections (or Network & Internet).
  • Tap Mobile Network ≫ Network Mode (or Preferred network type).
  • Make sure 5G is selected.
    Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service.
  • Also, make sure VoLTE is toggled On.
  
  
• On iOS (iPhone):
  • Go to Settings > Cellular.
  • Tap Cellular Data Options (or select your Tello SIM).
  • Tap Voice & Data.
  • Choose 5G.
    Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service.
  • Also, make sure VoLTE is toggled On.
  
  

4. Updates & Apps

• Software: Check your phone settings to see if there is a system update waiting.
• Interfering Apps: Sometimes apps like Google Voice, third-party launchers, or "call blockers" can mess with your service. If the trouble started right after downloading a new app, try deleting it to see if that helps.

5. Reset Network Settings
If you’re still stuck, try a Network Reset.
Heads up: This will erase your saved Wi-Fi passwords, so make sure you know them before you do this!

• Android: Settings ≫ System ≫ Reset options ≫ Reset Wi-Fi, mobile & Bluetooth.
• iOS: Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.

🌍 Traveling Abroad?
If you are outside the USA, the steps are a bit different. Check out our International Roaming Troubleshooting page for help.

⚠️ Still not working?
If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:

• What’s happening: (e.g., "I can text, but I can't make calls.")
• Phone Info: Your Tello number and the device IMEI.
• Your Location: Your exact address (Street Name and Number, City, State, ZIP) so we can check the towers in your area.
• Error Messages: Any error messages displayed on your phone (if any)
• The steps you already tried: (Just let us know you followed this guide!)

This allows us to check your service further!

While Tello usually sets up your data automatically, some Android phones need a manual nudge to get data, MMS (picture messages), and hotspots working correctly. If your connection is acting up, following these steps to refresh your APN (Access Point Name) usually does the trick.

1. Find Your APN Menu
   Depending on your phone brand (Samsung, Pixel, Motorola, etc.), the menu might be named slightly differently, but it’s generally here:
   1. Go to Settings.
   2. Tap Connections (or Network & Internet).
   3. Select Mobile Networks > Access Point Names.


2. Try the Quick Fix First: Tap the menu (three dots) and select "Reset to default." Then, ensure Tello or fast.t-mobile.com is selected and test your service.
   


3. Add the Tello APN Manually
   If the previous reset didn't work, you'll need to enter the settings yourself:
   • Tap "Add" or the "+" icon at the top of the screen.
   • Enter the following information exactly — spelling and punctuation matter!
     • Name: Tello
     • APN: wholesale
     • MMSC: http://wholesale.mmsmvno.com/mms/wapenc
     • Port: 8080
     • MCC: 310
     • MNC: 240
     • APN Type: default,supl,mms
     • Protocol: IPv4/IPv6
     • (Leave all other fields blank or as they are)
   
   ⚠️ Warning
   Be extra careful with the APN Type. It should be default,supl,mms with no spaces. If your phone uses a checkbox list for this section, make sure those three specific options are checked.


4. Tap the three dots in the top right corner and select Save.


5. Important: Back in the APN list, make sure the bubble next to your new "Tello" APN is selected/blue.


6. Restart your phone.

✅ Pro-Tip
If your data works but you can't send picture messages, double-check the MMSC link for typos. One missing forward slash or a misspelled letter will stop MMS from sending.

If you are experiencing issues with incoming or outgoing text messages, please follow these steps to verify your device is configured correctly:

iOS (iPhone)
For users on iOS 18 or later, built-in app settings have moved to a dedicated section.

1. Enable SMS Fallback:
   • Go to Settings > scroll to the bottom and tap Apps ≫ Messages.
   • Scroll down and ensure Send as SMS (or Retry as Text Message) is turned ON.
     Note: This allows your phone to send messages as regular text when iMessage is unavailable, ensuring communication with non-iOS devices.
2. Verify iMessage Settings:
   • In the same Messages menu, ensure the iMessage toggle is ON.
   • Tap Send & Receive. Ensure your phone number is selected under the "You can receive iMessages to and reply from" section.
3. Check Blocked Contacts:
   • Go to Settings ≫ Apps ≫ Messages ≫ Blocked Contacts.
   • Verify the list does not contain the contact you are trying to reach.
4. Reset Network Settings:
   • If the issue persists, reset your network connectivity (this will delete saved Wi-Fi passwords).
   • Go to Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.
   • The device will reboot. Test the service again.

Android
Most modern Android devices use RCS (Rich Communication Services), which requires an internet connection.

1. Check RCS/Chat Settings:
   • Open the Messages app (ensure it is the default app, not a third-party one).
   • Tap your Profile Picture/Icon in the top right > Messages settings.
   • Tap RCS chats (on older versions, this may be labeled Chat features).
   • Toggle the feature OFF and test your service. If it works, try toggling it back ON, wait for the "Connected" status, and test again.
2. Unblock Contacts:
   • Tap your Profile Picture/Icon ≫ Messages settings ≫ Spam & blocked.
   • Select the contact from the list and tap Unblock.
3. Reset Network Settings:
   • Go to Settings ≫ System ≫ Reset options.
   • Tap Reset Wi-Fi, mobile & Bluetooth (or Reset network settings).
   • On Samsung devices: Settings ≫ General management ≫ Reset ≫ Reset network settings.
   • Confirm the reset. Your device may prompt for your PIN.

⚠️ Still not working?
If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:

• What’s happening: (e.g., "I can text, but I can't make calls.")
• Phone Info: Your Tello number and the device IMEI.
• Your Location: Your exact address (Street Name and Number, City, State, ZIP) so we can check the towers in your area.
• Error Messages: Any error messages displayed on your phone (if any)
• The steps you already tried: (Just let us know you followed this guide!)

This allows us to check your service further!

All phones sold on our website are unlocked, Tello-compatible, and ready for service. Your device will arrive in either the original brand box or a generic packaging box containing the device, battery & charging cable. Please note that manuals and accessories like earbuds are not included.

Take a look at our phone selection.

Ordering a Phone + New Line

• Go to the phones page and select your device.
• At checkout, ensure the "My Number" field is set to New Tello Line.
• A free physical SIM card is included by default, though you can choose to activate an eSIM once the phone arrives.

Ordering a Phone for an Existing Line

• Log in to your Tello account first, then select your device from the Phones page.
• At checkout, make sure your current phone number is selected in the "My Number" field.
• You will also have the option to add a replacement SIM if you need one.

Porting Your Number
If you want to bring a number from another carrier, you must first receive and activate your Tello phone/SIM. Once activated, you can then port in your number to us by submitting a port-in request.

✅ Pro-Tip:

• Once your new SIM or phone arrives, you must activate it in your online account before inserting it into your phone to start using the service.
• If you need the user guide for your new device, go to the Phones page on our website, click "View Details" on your model, and scroll to "User Manual" under the Tech Specs section.

Moving your contacts is a top priority when switching phones. It is important to know that most smartphones save contacts to the device memory or a cloud account, not the SIM card.

This means simply moving your Tello SIM card to a new phone will not automatically transfer your contact list.

iPhone to iPhone
Apple makes this pretty seamless during the initial setup.

• Use Quick Start by placing your old iPhone next to the new one.
• Alternatively, ensure your contacts are backed up to iCloud on your old phone, then sign in with the same Apple ID on your new phone.
• For more detailed steps, check the official Apple Support guide.

Android to Android
The easiest way is using your Google Account:

1. On your old phone, go to Settings and ensure "Sync Contacts" is turned ON in your Google account settings.
2. On your new phone, sign in with the same Gmail/Google account.
3. Your contacts should automatically download once the setup is complete.

Brand-Specific Apps
Many manufacturers have their own "easy transfer" tools that move contacts, photos, and messages:

• Samsung: Use the Smart Switch app.
• Other Brands: Check your phone settings for a "Clone Phone" or "Transfer Data" utility.
• Using an SD Card (Android Only)
  If you prefer to go "old school" or don't want to use the cloud:
  1. On your old phone, go to the Contacts app.
  2. Look for Import/Export in the settings and choose Export to SD Card.
  3. Move the SD card to the new phone and select Import from SD Card.

⚠️ Warning
Simply swapping your SIM card into a new phone will not move your contacts. You must sync them via a cloud account or manually transfer them using the steps above.

Next Steps

• Check if your old phone successfully synced to your Google or iCloud account before you wipe it.
• If you are switching between different systems (Android to iPhone or vice-versa), download the "Move to iOS" app (for iPhone) or use Google Drive (for Android) to bridge the gap.

All phones purchased from Tello come with a 30-day warranty from the date of your order.

To start a return, please contact our support team with your order number and the reason for the return. We will then send you a prepaid shipping label.

Crucial Steps Before Shipping
To avoid delays or the loss of your refund/replacement, you must complete the following:

• Timeline: Mail the device back before your 30-day warranty expires.
• Clear the Device: You must factory reset the phone and remove all personal locks (Apple ID, Google Account, PINs, or Touch ID). We cannot process locked phones.
• Pack Everything: Include the device and all original accessories (chargers, cables, etc.). Keep your Tello SIM card—you can use it in your next phone!
• Condition: The phone must arrive undamaged and scratch-free.
• Use Our Label: You must use the specific shipping label we provide.

Your Options for Staying Connected
Since the return process can take up to 15 business days, you have two ways to handle your service:

• Option 1: Buy Now, Refund Later (No Downtime)
  Purchase a different device from our website immediately so you have it before you send the old one back. We will refund the original phone once it is verified at our warehouse.
• Option 2: Wait for a Replacement (Some Downtime)
  Send the device back and wait for us to process it. If the exact same model is still in stock, we can send a replacement. If it’s out of stock, we will issue a refund.

⚠️Warning:
Please make sure your device is mailed back before your 30-day warranty period from the purchase date expires.

At Tello, we don't use contracts, so you are free to cancel at any time. Because your security is our priority, you must cancel the service yourself through your online account, our Support team cannot do this for you.

Step 1: Decide what happens to your number
Before you cancel, you need to decide if you want to keep your phone number:

To Keep Your Number (Port Out):

• Go to the "Number Transfer" page in your account and select the option "Get Account Number & PIN."

⚠️ Important: Once your port-out is completed, any remaining Plan balance, PAYG credit, or Tello Dollars are forfeited and cannot be refunded.

To Let the Number Go: If you cancel without porting out, your number will eventually be lost. We will notify you 7 days before the number officially expires.

Step 2: Cancel Your Subscription

1. To stop future billing, you must cancel at least 24 hours before your next renewal date.
2. Log in to your Tello online account.
3. Go to your Dashboard.
4. Below the "My Plan" box, click "Cancel Plan".
5. A new window will appear asking if you wish to park your number. You need to select "No, I'll Skip for Now"
6. Your plan will be canceled, and it will not renew automatically in the future.

⚠️ Important: Your service will stay active until the end of your current billing cycle. If you use Pay As You Go, remember to turn off "Auto-Recharge" under the "My settings" section.

To update your payment method please follow these simple steps:

1. Firstly, register a new card.
   • Go to the Payment tab of your online account.
   • Under Payment Methods, click "Add New Card."
   • Enter your details. By default, this card will be linked to all active lines. You can change this by checking or unchecking the "Linked Subscriptions" boxes.
   • Click "Save"
2. Alternatively, you can also modify the registered payment method for each subscription later on.
   • Go to the “Subscription Payment Options” section.
   • In the “Billed From” dropdown, select your newly added payment method for each line.
   • Click "Save"
   • Once the new method is assigned to your lines, you can click "Remove" on your old payment method to delete it.

Using Digital Wallets (PayPal, Venmo, Apple/Google Pay): You cannot add these methods via the "Add New Card" button. You will need to place a successful order using these payment methods and ensure you save them in the checkout process.
Once the order is successful, that option will appear in your "Billed From" dropdown menu for future use.

✅Pro-Tip
Card won't save? Try adding the card directly from the Checkout page during a manual renewal.
If you add a card during checkout, your plan will renew immediately. We suggest doing this a few days before your actual renewal date so you don't lose too much of your current cycle.