Help Center

Frequently Asked Questions

    Bring my own phone

    How can I bring my phone into Tello?
    If you have a Sprint-ready phone or an unlocked CDMA device, go to the BYOP page, enter your ESN/IMEI/MEID code, add Pay As You Go credit or a plan and you’re ready to go.
    Will my phone work with Tello?
    Your phone can join our network if it is a Sprint ready, unlocked device, and has been active in the original network for at least 12 months before. Basically, you can bring to Tello any CDMA unlocked phone or any Sprint-ready device. GSM phones can NOT be enrolled to Tello.
    Check if your phone is compatible with Tello here by entering your phone's ESN/IMEI code.
    What is a Sprint-ready device?
    A Sprint-ready phone is a phone that passed all the Financial Eligibility checks (free from contract and has no unpaid balance) or a CDMA phone that is unlocked from any network.
    Can I buy a phone from somewhere else and bring it to Tello?
    Of course! You can buy a phone for any 3rd party and enroll it to Tello. Please make sure the phone you select is a CDMA clean device, unlocked or Sprint-ready*.
    Is my phone a CDMA phone?
    The easiest way to find out if your phone is a GSM or a CDMA one, is to look up your phone specifications using the serial number or the model. For this, you can use http://www.willmyphonework.net/, which provides in 99% of cases accurate information. If you have a Sprint-ready device*, you can verify with them more details about portability conditions. Of course, if your phone is not an iPhone or a Samsung, you can simply check if you have a SIM slot. If your phone has one, then it’s not CDMA.
    What is an unlocked phone?
    An unlocked device, also called a clean device, is a phone free from any contract that was purchased from the beginning as an unlocked device and can be enrolled in any network.
    Why am I asked for a CDMA SIM?
    There are many phones that need a CDMA SIM in order to be able to offer 4G LTE Data. If you want to enroll a newer iPhone, Samsung or other device that requires a CDMA LTE SIM and want to use high speed data, you’ll need to buy a CDMA SIM. This is not a GSM SIM.
    What is the IMEI/ESN/MEID code?
    ESN/IMEI/MEID is a unique number that helps you find out if your phone and Tello are a perfect match. Dial *#06# and you’ll receive a text with your phone’s ESN/IMEI/MEID. You can also find it in your phone settings.
    Where can I find my phone’s IMEI/ESN/MEID?
    You find easily find your phone’s IMEI/ESN/MEID by dialing *#06#. You’ll receive a text with your phone’s IMEI. This unique ESN is also available in your phone’s settings.
    I can not bring my phone to Tello. Why?
    Here are the most common reasons why your phone could not be enrolled to Tello. You didn’t pass the Financial Eligibility Check either because you are still on a contract with Sprint or have unpaid postpaid balance. Or your phone is locked to another network and it’s not Sprint compatible.
    What if I want to replace my Tello phone with another one?
    It’s easy, you just need to follow the steps from the Bring Your Own Phone page. The new phone will be automatically enrolled into Tello, while the old one will be replaced in your account. Once the new enrolled phone will be activated into Tello, the old phone will be automatically deactivated.
    What are the unlocked devices from other carriers but Sprint that can join Tello?
    Here is a list of phones and tablets that can join Tello:

    iPhones purchased through Apple stores, big box stores or carrier retail channels:
    • AT&T & T-Mobile: 6, 6+, 6S, 6S+, SE
    • Verizon: 5S, 5C, 6, 6+, 6S, 6S+, SE

    iPads purchased through Apple stores, big box stores or carrier retail channels:
    • AT&T & T-Mobile: iPad Mini 3, iPad Air 2
    • Verizon: iPad Mini Retina, iPad Mini 3, iPad Air, iPad Air 2

    Nexus devices purchased through Google Play, big box stores or carrier retail channels:
    • AT&T & Verizon: Nexus 5, 5X, 6, 6P
    • T-Mobile: Nexus 5X, 6, 6P
    Please note, that only Apple devices manufactured for the USA or designed to be sold within the USA will work on the Tello network.
    Why isn't my device compatible?
    There are only a handful of devices that can't join Tello. Devices like the following are not Tello friendly: Palm, RIM (Blackberry), Ready Link/PTT, Q-Chat, 13K Vocoder or Power Source.
    Are GSM phones compatible with Tello?
    You can enroll only CDMA phones into Tello, so GSM phones will not work with our service.
    If your phone can work both with CDMA and GSM technology, then it is likely it will work with Tello. Keep in mind that your phone must also be unlocked. Check if your phone is compatible with out network here.

    General

    How do I start using the service?
    If you are new to Tello, you'll need to open a free account, build your own plan or buy Pay As You Go credit. Next, you’ll need to decide if you want to bring your own phone into Tello or buy a new one. Once your phone is activated on Tello you can start making calls, texting or surfing the web.
    Are there any hidden charges?
    Our products are subject to local and federal taxes, but there are no hidden fees applied to the prices displayed on the website. Hard to believe… we know!
    How do I dial?
    Dialing with Tello is no different than any other wireless service. To make a national call, you need to dial the area code + local number. For international calls, the number should be dialed like this: 011 + country code + destination number.
    Do I have to pay anything for opening an account?
    No. Opening an account is free.
    What happens if I have no active plan or Pay As You Go balance?
    In this case you won’t be able to receive calls or texts. To avoid this situation you can activate Auto Recharge, a feature that will never allow your Pay As You Go balance to drop below . If you have any questions or you need more details please contact our Customer Care team.
    How do I cancel Tello service?
    First of all, please make sure you cancel all active plans or Auto Recharge features. There’s no need to worry about Pay As You Go credit, as it will automatically expire in 6 months if you stop using the service. You can cancel your service on our website or using the "My tello" app.
    Do you offer roaming?
    Unfortunately, we do not offer roaming services or national roaming at this time. However, while you are abroad you can call over WiFi using your account balance with our app, My Tello. The app is available to download and install for free on your Android or iOS device.
    How do I contact the Customer Care team?
    There are 2 ways to contact our Customer Care: visit our Contact page, or dial 611 from your Tello phone.
    Can I get a refund?
    We don’t want you to be unhappy. Tello offers 100% money back guarantee. The refund policy only applies for claims received by Tello within several days since purchase date and is applied according to certain Terms and Conditions available on our website.
    • By default, sales are final and, once credited, account balances are non-refundable, non-transferable and non-exchangeable. Plans are also non-refundable.
    • The refund requested for a phone will only be finalized once the customer returns the phone and Tello agrees the phone is in perfect condition as when sold.
    • Upon service deactivation, Tello recalls no obligation to refund any remaining Pay As You Go credit or any active plan balances. We recommend that you use all your remaining balance in case you decide to deactivate the service.
    • No refunds can be imputed to Tello in case of offers no longer available or stopped without any prior notice.
    Can I contact you anytime?
    Yes, we are available 24/7. Please visit our Contact page for more information.
    Are my calls to Customer care team charged?
    No, you don’t pay anything when calling Customer Care if you are a Tello customer dialing from a Tello enrolled phone.
    Can I make calls using your app?
    Yes, you can make national and international calls using your Pay As You Go balance, and national calls using your Plan balance.
    Am I charged for incoming calls and texts?
    You are charged for all incoming calls or texts. If you have an active plan, you will be charged from the plan's balance.
    If not, the call or SMS will be charged from the Pay As You Go balance, according to the USA rates listed on the website.
    Can I send or receive MMSes?
    Yes, you can send or receive MMSes as long as you have data active in your account.
    The value of the MMS will be charged from your plan's data balance (if available) or from the Pay As You Go balance for both sent and incoming MMSes.
    Where can I find your app?
    You can download the app for free from the App store or Google Play store.
    Can I use your app when I am abroad?
    Yes, while abroad you can use the app over WiFi to make calls to any country in the world using your Pay As You Go balance or to the US using your Plan balance.
    How can I check my voicemail?
    From your Tello device, press the Voicemail shortcut key.
    From a different phone:
    1. Dial your Tello phone number.
    2. Press the * key when prompted.
    3. Voicemail will prompt for the passcode.

    Portability

    Can I transfer my number to Tello?
    Yes, you can enroll your phone to tello and keep the old number all your friends know. Once your phone is active in Tello, you need to contact our Customer Care. They will help you port your number.
    How can I port in my number?
    If you want to port in your number to Tello you need to see in what category you fall:
    1. if you purchased a phone or a CDMA SIM from us, you'll need to contact our Customer Care team once you receive the package and provide them the port in details listed below;
    2. if you bring your own phone and you don't need a CDMA SIM, you'll have to fill in the port in details while going through the bring your own phone process
      • if your number is Sprint active, the port in is mandatory
      • if your number is non active on Sprint, you have the option to port in your old number or get a new one from Tello during the bring your own phone process

    The port in details you need to provide to our Customer Care team are the following:
    • Current number
    • Current provider
    • Account number from current provider
    • PIN/Password from current provider
    • Your address as listed on the phone bill
    • First name and last name as listed on the phone bill

    The port in will take up to 2 working days for regular mobile numbers and up to 5 working days for landline and VOIP numbers.
    Can I Port my number out of Tello?
    Yes you can. In order to do this, please contact our Customer Care team and they will provide you the information needed to port out your number to a different provider.

    Service activation

    How can I activate the service?
    If you already have a phone, you need to go through the Bring you own phone process.

    If you buy a new one from us, then you only need to activate it when you receive it in the mail. Once you have it, you need to go to My Tello and follow these steps: find the Activate Device button and enter the required information.
    It may take up to 30 minutes for the activation to be implemented. You may need to switch your device OFF and then ON for this to work. You're all set!

    If you still encounter problems, we kindly advise you to contact our Customer Care team or follow the troubleshooting steps available on this page.
    What are the APN settings?
    Here are the APN settings you'll need to:
    activate your mobile Data
    user ID: MDN@MVNO337.SPRINTPCS.COM
    APN: n.mi.ispsn OR r.mi.ispsn

    active your phone as a modem
    user ID: mdn@modem.MVNO337.sprintpcs.com
    APN: mi.pamsn

    Device Activation

    How can I activate my Android device?
    There are three actions you may need to perform in order to activate your Android phone:

    1.Carrier Reset
    • Disable Wi-Fi and enable data (some LTE devices do not require this)*
    • Open the dialer
    • Dial ##72786# and press Call
      OR
      Press the menu button or tap the menu icon on the top right hand corner + Select Reset (Certain Android devices, such as many HTC devices, have slightly different steps to do the same thing)
    • Enter your Master Subsidy Lock (xxxxxx) if prompted
    • Press "OK", phone will restart then go through the activation process.
    *Some LTE devices can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, enable data, disable Wi-Fi and repeat the process before continuing to the next step.

    2. Profile Update:
    • Disable Wi-Fi and enable data (some LTE devices do not require this)
    • Open your device’s Application menu
    • Touch “Settings”. There is some variation between Android phones in where you'll find the profile update option but you'll generally find it in one of a few places in the Settings menu:
      • Settings > About phone > System Updates > Update Profile
      • Settings > About Phone > Update Profile
      • Settings > More > Mobile Networks > Carrier Settings > Update Profile
    • Touch "Update Profile". The device will restart when complete.

    3. PRL Update:
    • Disable Wi-Fi and enable data (some LTE devices do not require this)
    • Open your device’s Application menu
    • Touch “Settings”. There is some variation between Android phones in where you'll find the PRL update option but you'll generally find it in one of a few places in the Settings menu:
      • Settings > System Updates > Update PRL
      • Settings > Sprint®* System Updates > Update PRL
      • Settings > About Phone > Update PRL
    • Touch “Update PRL”. Wait for the PRL update to complete, then touch “OK”. Your device may restart after the PRL update. If not, please restart your device. At this point, our services should be enabled.
    How can I activate my iPhone?
    There are two actions you may need to perform in order to activate your iPhone.
    These apply for iPhone 5, 5c, 5s, 6, 6 Plus, 6s, 6s Plus, SE and any updated model. The iPhone 4 and 4s do not have a "Reset Subscriber Settings" option.

    1. Carrier Reset:
    • Make sure Roaming is Off (go to Settings -> Cellular -> Cellular Data Options -> Roaming Off)
    • Connect to a Wi-Fi network
    • Go to dial pad
    • Enter ##25327#
    • Press Call
    • A "Reset Subscriber Settings" message will appear - press OK
    Wait 5-10 seconds; the signal notification will display "Searching" on the top left of the screen.
    When the phone shows a signal again, you can proceed to the next step.

    2. Profile and PRL Update:
    • Connect to a Wi-Fi network
    • Press the phone app
    • Dial ##873283#
    • Press Call
    • Starting Service Update message will appear - press OK
    • If update is successful Service Update Complete message will appear after about a minute - press OK.
      If the update is not successful or you get a "Service Update Failed" message, make sure you are connected to a Wi-Fi network and try again.
    How can I activate my Google Nexus device?
    There are three actions you may need to perform in order to activate your Nexus phone:

    1. Carrier Reset:
    • Disable Wi-Fi and enable data if needed*
    • Open the dialer
    • Dial *#*#72786#*#* then press Call
    Phone will restart and will indicate that it's Activating - this may take up to 5 minutes.

    *Some LTE devices can perform a carrier reset over a Wi-Fi connection, but if it doesn't work for you, enable data, disable Wi-Fi and follow the steps above again.

    2. Profile Update:
    Please note: profile updates will reset Preferred Network Type to Global rather than LTE or 3G. If you have already set these, you will need to reset them.
    • Open your device’s Application menu
    • Press Settings
    • Press More...
    • Press Mobile networks or Cellular networks
    • Press Carrier settings
    • Press Update profile or Update device config
    • Once the update is complete, press OK.

    3. PRL Update:
    • Press the Application icon
    • Press Settings
    • Press More...
    • Press Mobile networks or Cellular networks
    • Press Carrier settings
    • Press Update PRL
    • Once the update is complete, press OK.
    If your device does not restart after the PRL update, restart it.
    How can I activate my Windows phone?
    There are two actions you may need to perform to activate your Windows phone.

    1. Carrier Wipe:
    • Disable Wi-Fi and enable data (some LTE devices do not require this)
    • Open the dialer
    • Dial ##72786#
    • Press Call
    • In the Service Tools menu, press SCRTN
    • Press OK and the phone will reboot and go through Hands Free Activation.

    2. Profile Update:
    If you have a Windows phone running OS8, update your profile following these steps:
    • From the home screen swipe left to access apps and Settings
    • Scroll to and select Settings
    • Press Network profile update
    • Press Update profile
    • When update is complete press Done.

    If you have a Windows phone running OS7, update your profile following these steps:
    • From the home screen swipe left to access apps and Settings
    • Scroll to and select Settings
    • Press Cellular
    • Press Change Network Profile
    • When update is complete press Close.

    Phone

    What’s my phone warranty?
    All phones (new or refurbished) purchased from Tello have a 30 day warranty. If you need to check the warranty or return the phone, you'll need to contact Customer Care. They will help you ship the phone back to the provider without any costs.
    I didn’t get my phone yet, what should I do?
    Usually, it takes no longer than 4 days to deliver your phone to the address you specified. The easiest thing to do is to track your order shipping status in your account. If you notice anything suspicious about delivery of your package, please contact our Customer Care team as soon as possible.
    I can not find the phone I like. Can I buy from anywhere else?
    If the phone you are looking for is not available in our phone collection, you can easily buy it from any other 3rd party and bring it to Tello. Please make sure the phone is a CDMA, unlocked or Sprint-ready device.
    I lost my phone. What should I do?
    If you lost your phone or it got stolen, we advice you go to My Tello - Dashboard and block the service to prevent any unauthorized use of your account. You will be able to re-use the service as soon as you find your phone, purchase a new one or activate another device.
    Why are phones so expensive on Tello?
    All phones available on Tello are free of contract and unlocked. If you notice a difference in the price, it might be because competitors offer discounts based on 2 year contracts. At Tello you are free to choose what is best for you without any long term commitments.
    What is a refurbished phone?
    A refurbished phone is a tested and completely reconditioned device that looks like new. Refurbished phones are usually phones that were returned in the following days after purchase and were completely reconditioned. Their functionality was 100% tested and even if refurbished phones may not have the original box, they are shipped with all required accessories.
    What’s the return policy for the phones you sell?
    You have 30 days to return the phone you bought without any extra charges or paying the delivery fees. If you need to return a phone, you will need to contact our Customer Care team. They will help you ship the phone back to Tello without any costs.
    Can I add more than one phone to my account?
    Not yet. Our service is designed for residential usage only so for now you can not have more than one active phone in your Tello account. Still, that doesn't mean you can't enjoy multiple products: Plans, Pay As You Go Credit or International Plans.
    If you want to bring a friend or family member to Tello , you need to open another account.
    How can I upgrade my phone?
    You can upgrade your phone at any time. You can buy a phone from our phone collection, you can buy one from anywhere else and bring it to Tello or you can simply enroll a device you already own. The new phone will be automatically enrolled into Tello, while the old one will be replaced in your account.
    How can I forward my calls to another number?
    You can forward your calls to another number with no extra charge.
    Here's what you need to do to activate Call Forwarding:
    1.Press *72
    2. Enter the area code + phone number to which you would like to forward calls
    3. Press TALK/SEND
    4. Wait for the confirmation tone

    To deactivate Call Forwarding, please:
    1. Press *720 TALK/SEND
    2. Wait for the confirmation tone

    Please note that calls can not be forwarded to an international number. Also, if Call Forwarding is activated, the wireless handset won’t ring for incoming calls.

    CDMA SIM card

    Do I need a CDMA SIM card?
    Not all phones need a CDMA SIM to enable 4G LTE data. If your phone needs one, you will find out after entering your IMEI/ESN/MEID on the Bring Your Own Phone page, while you’re enrolling your phone to Tello.
    What type of CDMA SIM card do I need?
    In the checkout process you can choose the CDMA SIM card suitable for your phone (Standard 2FF, Micro 3FF, Nano 4FF). Check with your phone manufacturer if you are not sure about your device specifications.
    What is ICCID?
    A CDMA SIM, also known as UICC/ICCID, is a SIM card that enables 4G LTE data.
    What is a CDMA SIM card?
    A CDMA SIM, also known as UICC SIM, is a card that enables 4G LTE data. Tello’s CDMA wireless service runs on Nationwide Sprint® Network*. If your phone needs a CDMA SIM you will be informed while enrolling your phone to Tello.
    I lost my CDMA SIM card. What should I do?
    If you can’t find your CDMA SIM card, please contact CS to help you order a new one for your phone. CDMA SIM cards can be purchased from Tello or from any 3rd party reseller. Make sure it is a Sprint-ready CDMA SIM.

    Data

    Can I use data on my phone?
    You need to check your phone specification, Sprint portability conditions* or visit http://www.willmyphonework.net/. Still, in order to use Tello services your phone needs to be at least 3G compatible.
    My data speed is very low. Why?
    Tello runs on Nationwide Sprint Network* and offers the best coast to coast wireless service. Still, data speeds are influenced by time, density and coverage limitations. Please check our Coverage page for more details. Also, if your data speed is low and you’re using data from a plan, we advise you to check your plan’s data allowance. After you use your plan data, your internet speed is throttled down to 64kbps.
    What does data throttle mean?
    If your data speed is throttled, it means your internet speed is limited to a certain speed and you can no longer enjoy fast 4G LTE data speeds. If you used all your plan data allowance, your data is throttled down to 64kbps. You can still benefit from 4G LTE speed if you renew your plan or add a new plan with a higher data amount.
    What is the difference between 3G and 4G LTE data?
    4G LTE uses the newest technology on the market, is faster than 3G and promises improve data speeds. A 3G connection can get you Internet speeds anywhere from 400Kbps to more than ten times that. The new generation 4G LTE network offers more network capacity for more data per user, and the potential for better voice quality, too.
    How can I activate data?
    Please make sure your phone’s settings allow 3G/4G LTE data usage. After that, you need to buy a plan. This way you will always have data available (4G LTE speeds within your plan allowance, then throttled down to 64kbps). Or you can use data from your Pay As You Go balance.
    Do you offer tethering?
    Yes, tethering is available on Tello. There are no limitations and no extra charges, besides the data usage that will be deducted from your plan or Pay As You Go balance.
    If you want to share data you need to check the specifications of your device to see if it supports tethering. You can do this by looking for terms like "Wi-Fi hotspot" in the specifications under Data and/or WLAN information.

    4G Data

    What is 4G?
    4G is the fourth generation of mobile networks, which aims to offer faster, more reliable internet connection. The faster speed means that the websites will load quicker, helping you stream videos without waiting for them to buffer.
    How does 4G work?
    In order to enjoy 4G data speed, you need to make sure that:
    - your device is 4G ready
    - you are within 4G coverage
    - the latest software is installed on your device
    Do I have to pay extra for 4G?
    Here comes the best part: 4G technology is free of charge, it comes as standard for all plans that include data and all Pay As You Go data users.
    How will I know if I'm using 4G?
    If you are in a 4G covered area, your phone connects automatically to the 4G network. Your phone screen will display 4G or LTE on the top left corner on the homescreen. If you are no longer in the 4G area, your phone will be switching automatically between 4G and 3G as you move around. If your phone is 4G ready and doesn't connect automatically, then you have to manually enable 4G (or LTE) from your phone settings.
    What happens when I make a call while on 4G?
    Since the 4G technology is for data only, when you initiate a call, your phone setting will automatically move to our 3G network and will return to 4G when the call has ended.

    Plans

    Do I sign a contract?
    No. As promised, no contracts. Period!
    All Tello products work as prepaid services. You just have to agree to our Terms and Conditions. This will be considered your consent when using any of our products.
    Can I make international calls with your plans?
    The minutes included in a plan are only available for US calls. Use Pay As You Go for international calls, texts or data.
    Where can I check my plan’s data usage?
    Your plan’s data, as well as the minutes and texts usage is available in My Tello section. You can also check this information using the "My tello" app.
    Do I really get unlimited data when subscribing to a plan?
    Indeed you do! If you are subscribed to our plans and you’ve used up all your available 4G LTE data, you can still surf the web, but your data speed is downgraded to 64kbps and no usage limitations are applied. To keep your 4G LTE speed, upgrade to a plan with a higher data allowance.
    How can I upgrade/downgrade my plan?
    We understand you want to adapt a plan to your needs. Go to My tello Dashboard and change the plan as you wish. Once you complete the checkout process, the new configured plan will be active from that very moment. Any previous unused balance (SMS, minutes, data) will roll over the following 30 days. You can also upgrade/downgrade your plan using the "My tello" app.
    How do I cancel my plan?
    If you want to cancel your plan, you need to log in to your account. You will still be able to use your minutes, texts and unused data until the end of the billing cycle. Once you cancel the plan, you will no longer be charged. You can also cancel, update or downgrade a plan using our "My tello" app.
    What happens to my plan balance if I change my plan?
    If you decide to change your plan (downgrade or upgrade) any unused minutes, texts or data from your previous plan will roll over for the next 30 days.

    If you decide you no longer need one product (texts, calls or data) and your new configured plan no longer includes that product, then the end date for that precise product will remain the original one and the balance won't roll over to the next month.
    What happens to my plan balance if I cancel my plan?
    You come first, always. That's why, even if you cancel your plan your remaining balance will be valid until the end of the billing cycle.
    Can I select any combination for my plan?
    Sky's the limit! You can make any combination possible as long as your plan's value stays above .
    When am I charged if I change my plan?
    If you already have a plan and you decide to change it, you will be charged on that precise day once you complete the checkout process. The plan will be active for the next 30 days, after which you will be billed again.

    Pay As You Go

    How does Pay As You Go work?
    Pay As You Go is prepaid credit for your national and international calls, texts and data at affordable rates. Open a free account, buy credit, bring your own phone or buy one from us and you’re ready to go.
    How can I recharge my account?
    To recharge your Pay As You Go balance, go to the Pay As You Go page or to your Dashboard and hit the Order Now button. You can also recharge Pay As You Go using our app called "My Tello".
    Can I call anywhere in the world with Pay As You Go?
    But of course! With Pay As You Go you can call both US and any international destination. Also, PAYG & plans go well together. Use Pay As You Go credit to make international calls and plans to make US calls and texts.
    Can I make US calls with Pay As You Go?
    Definitely! You can use Pay As You Go for calls & texts to US, for data usage and also for international calls. You decide, you’re in control!
    Do I have unlimited data when using Pay As You Go?
    Pay As You Go does what it says. You can use data as long as you have balance available in your account. If you need unlimited data you can subscribe to one of our plans.
    Where can I find the rates for Pay As You Go?
    You can find the rates for calls, texts and data usage on our Pay As You Go Rates page. Enjoy!
    Where can I check my Pay As You Go balance?
    You have 3 options:
    1. call 611 from your Tello and select 2
    2. login to your account on tello.com and go to My Tello - Dashboard or
    3. use our app, My Tello.
    Do you offer free credit?
    For info on credit offers, there are 3 ways to stay up to date:
    What is Auto Recharge and how does it work?
    If you don’t want to worry about running low on balance, you can activate Auto Recharge from your online account. This feature will automatically recharge your balance with the amount you specify each time your credit drops below a certain threshold. Of course, you can easily switch off the Auto Recharge feature from your account’s Dashboard or from our app called My tello.
    Does my Pay As You Go credit expire?
    If you don’t use the service for 6 months, the credit will expire and the Tello service will be disconnected. Otherwise, the balance and your number have unlimited validity as long as you call, text or surf the web.

    Payment

    Do I have to create an account?
    Yes, in order to use our services, you have to open an account with Tello.
    How can I pay?
    You can pay online using any major credit/debit card or Paypal.
    How do you charge me?
    • If you purchase Pay As You Go using a credit card or a PayPal account, you will be charged directly from your bank account for the amount selected.
    • If you subscribe to a plan, your credit card or PayPal account will be charged once every 30 days, unless you decide to cancel the subscription before the plan renews automatically.
    • If the Auto Recharge feature for Pay As You Go is active, you will be charged from your credit card or PayPal account once your balance drops below the value you select.
    Do you have Terms and Conditions?
    Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.
    Do I need to agree to any Terms and Conditions?
    All our products are subject to certain Terms and Conditions. When you open an account, you automatically agree to them.
    Can I assign multiple payment methods to my account?
    Sure. You can use as many PayPal accounts or credit/debit cards as you wish.
    What is 3D-Secure?
    3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
    For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".
    Why have I been asked to enter a password when making a purchase?
    This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.
    What is a “Pending” transaction?
    A “Pending” transaction is any transaction waiting to be processed. On your credit card statement it may appear as a pending debit and this will turn to a full debit as soon as your order changes from “Pending” to “Successful”. If your order does not change to “Successful”, then the pending debit will automatically disappear from your credit card statement. You are only charged for “Successful” orders.
    What credit/debit cards do you accept?
    We accept Visa, MasterCard, American Express and Discover for orders on the website. You can also use your PayPal account with us. Please note that American Express cards can be used for USD payments only.
    Can I buy your products using a debit card?
    You can purchase any of our products by using both credit and debit cards.
    Is your website secure? Can I place orders with my card safely?
    Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.
    What's my billing address?
    Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.
    Can I ask for my money back?
    We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

    How to Buy

    Why was my payment declined?
    Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.
    Can I pay through money transfer?
    No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.
    Is there any other place I can buy your service from?
    No, the service can only be bought online, on this website.
    How do I edit my billing address?
    If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.
    Do I sign a contract?
    To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

    Coverage

    What’s your coverage area?
    Tello runs on Nationwide Sprint® Network and reaches over 282 million people. Please visit our Coverage page and check what’s the data and voice coverage in your area.
    What network is Tello using?
    Tello runs on Nationwide Sprint® Network. By using Tello you get access to coast to coast wireless service and 4G LTE data speeds.

    Delivery

    How long does it take to deliver my phone or my CDMA SIM?
    Standard delivery time is 3-4 business days. Based on your location delivery time may vary. The easiest thing to do is to track your order using the tracking code available in your account.
    I didn’t receive my order. What should I do?
    Please check the tracking info for your package in your account dashboard and contact our Customer Care team if you notice anything unusual.
    Do you offer free delivery?
    Yes, any phone or CDMA 4G LTE SIM card card will be delivered to you without any costs by USPS.

    Account Information

    I lost my password. How can I retrieve it?
    On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.
    How do I change my password?
    To change your password log in to your account, click on My Information, edit your password and click Save.
    How do I log in to the Tello app?
    To log in to the "My Tello" app, you need to enter your Tello phone number and tello.com password.

    Call & Order History

    Where can I find my call history?
    You can find your call history by logging in to your account on our site or using the "My tello" app.
    Where can I find my order history?
    Easy! Go to My Tello > History and you will find all your account’s invoices. Or you can check this from our app called "My tello".

    Offers & Promotions

    Do you have offers and promotions?
    All the time! Here are 3 ways to find out about our offers:
    • Like us on Facebook or follow us on Twitter and Google+;
    • Click on "Get Offers" at the bottom of the page to receive the best offers by email;
    • Make sure you subscribe to our newsletter when you open an account.
    How can I find out about offers and promotions?
    You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.
    How can I unsubscribe from Tello newsletter, offers & promotions?
    If you don't want to receive offers and promotions from Tello by email, you can unsubscribe from the footer of any promotional email you received from tello.com.

    Company Background

    Where is your business located?
    Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.
    What is your mailing address?
    Our mailing address is available on our Support page. Please find it there.
    How long have you been in business?
    Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.

    Hearing aid compatible devices

    Are the phones you offer hearing aid compatible (HAC)?
    All the phones we offer are hearing-aid compatible devices. Indeed, there are two different ratings to consider when picking a hearing aid compatible device: M-Ratings (reduced hearing aid device interference) and T-Ratings (compatibility with hearing aids with telecoils). You need to verify the rating of each phone before you decide to purchase it. You can verify the hearing aid rating for Tello phones here.
    What is an M-Rating when it comes to hearing aid compatible devices?
    M-ratings refer to reduced hearing aid device interference. Some people with a hearing aid device experience a buzzing or whining noise when using a wireless phone. Phones with an M-Rating of M3 or M4 meet FCC requirements and are less likely to generate interference with hearing devices than phones that are not labeled. Based on current standards, M4 is the higher rating among the two. You can verify the hearing aid rating for Tello phones here.
    What is a T-Rating when it comes to hearing aid compatible devices?
    T-Ratings refer to compatibility with hearing aids with telecoils. Telecoil is a small device built into some hearing aids for use with the telephone as well as assistive listening devices. Not all hearing aids have telecoils. Phones with a T-Rating of T3 or T4 meet FCC requirements and are more likely to work well for people who use hearing aids with telecoils. Based on current standards, T4 is the higher rating among the two. You can verify the hearing aid rating for Tello phones here.
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