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Frequently Asked Questions

    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 service is activated you can start making calls, texting or surfing the web.
    How can I check my voicemail?
    If you need to access Voicemail you can try any of the following options:
    • press the Voicemail shortcut key
    • press and hold 1 on dialpad
    • press and hold * on dialpad
    • dial 123 on dialpad
    • call your own number
    • call the Voicemail Number Center 1-805-637-7249
    If your Android device does not natively support Visual Voicemail, we recommend you to download and use a third-party app available in Google Play Store.

    The first Voicemail call will walk you through the necessary steps to configure your Voicemail box. If you forget or do not know the Voicemail password, you can dial #793# and your Voicemail password will reset to the last 4 digits of your Tello mobile number.

    Please note:
    • the migration from the CDMA to the GSM network may delete the content of your Voicemail box
    • if you're using call forwarding, the party calling you may not end up to your Voicemail and won't be able to leave you a message
    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 can I customize my voicemail?
    If you're a GSM user, your voicemail is automatically OFF, so you need to turn it on and customize it by following the steps below.
    If you're still using the CDMA network your voicemail is automatically ON.

    In order to customize your voicemail you need to follow the following steps:
    1. Press and hold 1 on the dial pad.
    2. In case this option does not work, you need to:
      - Dial your own Tello Number
      - Wait until you get to the VoiceMail
      - Press '*'
    3. Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
    4. When prompted, set your passcode: a 4-10 digit code, then press #
    5. Press # to keep the passcode or press * to change it
    Choose your greeting type:
    1. Press 1 to record your name or
    2. Press 2 to play your 10-digit phone number instead of your name
    Choose a personal or automated greeting:
    1. Press 1 to record your personal greeting or
    2. Press 2 for standard automated greeting

    In case these steps do not work, please try the option below:
    1. Dial your own Tello Number
    2. Wait until you get to the VoiceMail
    3. Press '*'
    4. Then, you will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
    5. When prompted, set your passcode: a 4-10 digit code, then press #
    6. Press # to keep the passcode or press * to change it
    Choose your greeting type:
    1. Press 1 to record your name or
    2. Press 2 to play your 10-digit phone number instead of your name
    Choose a personal or automated greeting:
    1. Press 1 to record your personal greeting or
    2. Press 2 for standard automated greeting
    If you want to set your voicemail OFF, you need to contact our Customer Support.
    Where can I find your app?
    You can download the app for free from the App Store or Google Play.
    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 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 3 months if you stop using the service. You can cancel your Tello service on our website or using the My Tello app.
    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.
    How do I dial in the US or internationally?
    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.
    When calling through our free App, regardless of where you are located, always add the country code of the number you are calling to, whether your call is to the USA or any other country". The country code for the USA & Canada is "1".
    The free international calls can be used directly from your phone's dialer (direct calling) or from My Tello app.
    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.
    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 $2. If you have any questions or you need more details please contact our Customer Support team.
    Can I send or receive MMSes?
    Yes, definitely! You can send or receive MMSes to any of the countries listed here as long as you have Data active in your account. The Data used for 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.
    Please note:
    • MMS is NOT part of unlimited text as it relies on Data to work.
    If you encounter any issues when receiving or sending MMSes, we kindly ask you to configure your MMSC settings.
    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!
    Am I charged for incoming calls and texts?
    You are charged for all incoming calls. If you have an active plan, you will be charged from the plan's balance. If you don't have an active plan, the call will be charged from your Pay As You Go balance, according to the USA rates listed on the website here.
    Do you offer Three Way Calling?
    Yes, Three Way Calling is available. Enjoy! This feature allows you to add a third party to a call so that all three parties may talk to each other simultaneously.
    Do I have to pay anything for opening an account?
    No. Opening an account is free.
    Can I call 911 using Tello?
    Sure, you can use your balance to call 911. Even if you run out of minutes, calls to 911 will not be charged.
    Are my calls to Customer Support team charged?
    No, all calls to Customer Support are FREE when dialing from a Tello enrolled phone.
    Can I use the service from an Apple watch?
    Unfortunately, not for now. If you're using our GSM network you won't be able to use the service from an Apple watch. We're currently working on making this possible.
    How do I contact the Customer Support team?
    There are 2 ways to contact our Customer Support: visit our Contact page, or dial 611 from your Tello phone.
    Can I contact you anytime?
    Yes, we are available 24/7. Please visit our Contact page for more information.
    How Can I Change Caller ID Name?
    If you need to change the name that displays on a landline you call to, then send us an email from our Contact page, requesting the change.
    The email needs to include:
    (1) Current Caller ID Name
    (2) Requested New Caller ID Name and
    (3) Destination number where caller ID appears incorrectly. If all information provided is valid, the change may take up to 10 business days to take effect.
    Can I make international calls using your app?
    Yes, you can make national and international calls using the minutes included in your plan or Pay As You Go balance. Please note that almost all Tello plans include free international minutes to 60+ countries, or more exactly, to over 90 international destinations (landlines and mobiles). The only plans that don't include free international calls are data-only plans.
    Are the phones available on Tello compatible with the new network?
    All Tello Phones are compatible with the new Tello GSM network.
    If you buy a phone from us it comes with a Tello GSM SIM so no need to buy a new one.
    Will my phone work on Tello’s new network?
    Your phone will still work on Tello if it's a GSM VoLTE compatible device. A big chunk of our customer base already have devices that will be compatible with the new GSM network. You can easily check if your phone is compatible by entering your phone's IMEI code here.
    Do you offer Visual Voicemail?
    Yes, Visual Voicemail is available.
    If your Android phone does not natively support Visual Voicemail, we recommend you to download and use a third-party app available in Google Play Store.
    How will the migration from the CDMA network to the GSM one will affect me as a Tello customer?
    Your Tello service will not be adversely affected by the migration from the CDMA network to the GSM one.
    In the longer term, we expect to see positive changes to result for our customers as regards service, coverage, and pricing. Now, if you need specifics, here are a few details regarding what will happen to your phone.
    How do I cancel my Tello account?
    If you no longer need your account, you can email our Customer Support Team at customerservice@tello.com and you will be notified when the account will be closed.
    What is the E911 Emergency Address?
    In order to use WiFi Calling your Tello line requires an emergency address to be configured in My Tello » My Settings.

    This is needed because if you call 911 over WiFi Calling we may transmit your E911 Registered Address to the 911 Communications Center. This will help emergency responders locate you when you are unable to provide your contact information and current location. Please note, you will need to update your E911 Registered Address if you plan on using WiFi Calling at a location different from the E911 Registered Address saved in your Tello account.

    Portability

    How can I port in my number to Tello?
    If you want to port your number to Tello you first need to see into which category you fall:

    1. if you purchased a phone or a SIM from us, once you receive the package and activate the service, you need to go to the Port In page in your online account and follow the steps;

    2. if you already have an active line with Tello and want to port in a new number to replace your existing number, you'll need to go to the Port In page from your online account and follow the steps;

    In order to port a phone number into Tello, you will also need some details from your current provider. You will need:
    • Phone number you want to transfer
    • Account number
    • Port-out PIN/Password
    • First name and last name as listed on the phone bill
    • Your address as listed on the phone bill
    Some carriers do not have port-out pins/passwords.
    Consult our Carrier Transfer Information to help guide you in the right direction.
    Can I transfer my number to Tello?
    Yes, you can join Tello and keep the old number all your friends know. If you already have a compatible phone, then you can choose to port in during the bring your own phone process or at any later stage by filling out the port-in form on the My Phone page.

    If you purchased a phone or a SIM from us, then after you receive the package and activate the service, you need to go to the Port-in section of the My Phone page and fill in the online porting form.
    Can I port my number out of Tello?
    Yes, you can.
    The information needed to port out your number to a different provider can be found under the "Port Out" section of the "My Phone" tab in your Tello account.
    For security reasons, you will need your 4-digit Tello Security PIN to retrieve your Port Out information.
    Your Tello Security PIN was issued to you on sign-up via the "Welcome to Tello! Here’s your PIN" email. Hopefully, you already changed the Security PIN to one that you prefer and can easily remember.
    You can also reset your Security PIN by going to your “My Information” page clicking on the Green “Change” button beside “Security PIN” and requesting a PIN reset.
    How long does it take to port my number to Tello?
    If the information provided is 100% correct, then the porting process can take anywhere from 2 hours to 2 working days (for a mobile phone) to complete.
    Other numbers (landline, VOIP, etc) will take longer (around 5-7 working days).
    The speed of the port-in process depends on your current provider.
    If any of the information provided is invalid and is not corrected by you within 3 business days we may cancel the port request.
    What details do I need to port my number to Tello?
    In order to port a phone number, you will also need some details from the provider that currently has your number. You will need:
    • Phone number you want to transfer
    • Account number
    • Port-out PIN/Password
    • First name and last name as listed on the phone bill
    • Your address as listed on the phone bill
    What do I do if my port-in fails?
    You will get an email with the steps to follow next and you will also have the information in your online account. Follow the instructions listed in the email and your online account.
    If the port requires updates, please update the fields in your online account, then press Continue.
    If the port fails, please contact our Customer Support Team.
    How do I know if my port-in has been successful?
    You will get the good news officially, via email.
    I received an email saying that my port-in requires an update. What do I do next?
    In this case, please update the respective fields in online account/form, then press Continue.
    I received an email saying that my port-in is successful. What do I do next?
    Your number has been successfully transferred into Tello, welcome!
    One more small step: you now need to update the network on your phone.
    To do this, your phone simply needs to be restarted so that on the restart, hands-free activation mode kicks in and once this is complete, you are good to go.
    My port-in is successful but my service won’t work. What now?
    If hands-free activation does not work for you and you require help manually activating your device, then click on My Phone.
    There you need to scroll down until you reach the section called "Frequently Asked Questions" where you will find the instructions to activate your phone.
    Why can’t I find a line in the line selector on the port in page?
    Because your line has either a pending order, a SIM/Device activation or a Port out request in progress.

    Phone plans

    Will there be a data usage limit for the Unlimited Plan?
    Yes, your 4G LTE/5G data will be throttled down to 2G speed after you've used 25GB data.
    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 phone plans?
    You can make free calls to 60+ countries, or more exactly, to over 90 international destinations (landlines and mobiles) with your domestic plan. Once you finish your call, we'll deduct the number of minutes used from your phone plan balance.
    The only plans that don't include free international calls are data-only plans. If you don't have a plan, you can also use Pay As You Go - available for both international calls and texts.
    How do I cancel my phone plan?
    If you want to cancel your phone plan, you need to log in to your account. You will still be able to use your minutes and unused data until the end of the billing cycle. Once you cancel the cell plan, you will no longer be charged. You can also cancel, update or downgrade a plan using our My Tello app.
    Where can I check my phone plan’s data usage?
    Your cell plan’s data and minutes usage is available in My Tello section. You can also check this information using the My Tello app.
    How can I upgrade/downgrade my phone plan?
    We understand you want to adapt a plan to your needs. Go to My Tello Dashboard and change the phone 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 (minutes, data) will roll over the following 30 days. You can also upgrade/downgrade your cell plan using the My Tello app.
    Do my phone plan minutes/data roll over from one month to another?
    Any unused minutes or data will be lost after 30 days, when your plan is automatically renewed. However, they roll over ONLY if you manually renew or change your plan before the end of your current billing cycle and ONLY if the new plan contains the services that you previously had.
    For example, the minutes & data of your current plan will roll over if the new plan has minutes & data. However, if you decide to buy data only, the minutes will not roll over.
    Do I really get unlimited data when subscribed to a plan?
    Yes. Indeed you do! If you are subscribed to a data plan and you run out of balance, you can still surf the web but your data speed is downgraded to 2G and no usage limitations are applied. The allowance for the Unlimited Data option is 25GB data. However, tethering will not be available on this downgraded speed. This limited Internet speed increases to 3G or 4G values when your data plan subscription is renewed.
    When am I charged if I change my cell 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 phone plan will be active for the next 30 days, after which you will be billed again.
    Can I call international destinations with the minutes included in my plan?
    Yes, you can! Free calls to 60+ countries are included in your plan. The list of countries where you can call for free is available here. Also, once you finish your call, we'll deduct the number of minutes used from your phone plan balance.
    What happens to my plan balance if I change my phone plan?
    If you decide to change your phone plan (downgrade or upgrade) any unused minutes or data from your previous plan will roll over for the next 30 days. If you decide you no longer need one product (calls or data) and your new configured cell 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.
    Can I select any combination for my plan?
    The sky's the limit! You can make any combination possible as long as your custom phone plan's value stays above $5.
    What happens to my plan balance if I cancel my phone plan?
    You come first, always. That's why, even if you cancel your cell plan your remaining balance will be valid until the end of the billing cycle.
    What if I want to reconfigure my plan?
    You can upgrade or downgrade your plan anytime with no extra fees. The change is instant, and your remaining balance will roll over for the next 30 days.
    Can I change my Plan today to take effect on next billing cycle?
    No. That is not an option we have right now. If you change or renew your plan today, your existing Plan will be cancelled immediately and replaced with the Plan you just chose. You will be charged today for the new Plan and renewal will be in 30 days time. If you want a new Plan to take effect toward the end of this billing cycle, you need to change your plan the day before your next due billing date.
    Why was my plan not renewed automatically as I expected?
    If your Plan or PAYG did not renew automatically on the due date it means that the payment method you chose (Credit Card, PayPal) has declined the charges and so we were unable to process the payment. The most common reasons for declining charges include:
    (1) You received a new/updated card recently or current card expired.
    (2) Card has insufficient credit to accept the charge.
    (3) - card issuer has placed a temporary restriction on your card (and refuses to authorize the requested amount) until they can speak directly with you to verify activity on your account.
    To resolve this, simply call the number at the back of your card and the card issuing bank can confirm the reason for decline and lift the restriction on your account so that you can place a new order.
    I have run out of balance on my Plan before the renewal date. How can I continue to use the service until then without changing the current Plan renewal date ?
    It's simple. Buy the Pay As You Go credit which can be used for US calls, texts and data, as well as for international calls & texts. This will see you through to your automatic Plan renewal date.
    What if my calling destination of interest is not included for free in my plan?
    We are constantly reviewing and extending our list of free destinations, but meanwhile you can use Pay As You Go Credit in addition to your plan and make cheap international calls using prepaid minutes. Check our international rates.
    Can I send international texts?
    Of course, you can, you have free international texting with your domestic plan. Here is the list of countries where you can send international texts free of charge.
    Am I charged for international calls?
    As long as you have a plan that includes minutes, the calls to the 60+ countries will be deducted from your available minute balance. If you call any other destination than the ones included in this list, you will have to purchase Pay As You Go balance and pay/minute for the calls you make.

    Phone

    Can I add more than one phone number to my account?
    Yes.
    You can go to the Family Plans page and add as many phone lines as you want to your existing account.
    I lost my phone. What should I do?
    If you lost your phone or it got stolen, we advise you to go to My Tello - Dashboard and block the service to prevent any unauthorized use of your number. You will be able to use the service again as soon as you find your phone, purchase a new one or activate another device.
    What’s my phone warranty?
    All phones (new, open-box, refurbished or pre-owned) 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 Support. They will help you ship the phone back to the provider without any costs.
    What is a certified refurbished phone?
    A certified refurbished phone is a tested and completely reconditioned device that looks like new. The parts used during the reconditioning process (such as display, case, jack, etc) are new but are not original. 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 charger & battery (minimum 80% of the original capacity of the battery). It will not contain any manual or guide or earbuds or other accessories. Certified Refurbished Grade A stands for the very best quality that you could expect from a refurbished phone.
    What’s the return policy for the phones you sell?
    You have 30 days to return a phone without any extra charges or paying the delivery fees. If you need to return a phone, please contact our Customer Support team. They will help you ship the phone back to Tello without any costs.
    If the phone you bought is damaged from the moment you receive it, you need to take a photo of it right away. In this case you have 48 hours from delivery to contact our Customer Support team and request a return label. You will be refunded (partial or complete amount) once the phone arrives at our provider’s warehouse and receives a quality verification check. Please check more details on this policy in our Terms & Conditions.
    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 local number at no extra charge. Still, the calls answered at your forwarding destination (voicemail included) will be charged from your plan or Pay As You Go balance.
    Depending on your phone model, you should be able to set up Call Forwarding directly from the Settings/Menu of your phone.
    Here's what you need to do to activate Call Forwarding, you can also dial specific codes to enable or disable Call Forwarding:

    Activate Unconditional Call Forwarding (all calls): Dial **21*1number# (example: **21*16781112222#) Deactivate Unconditional Call Forwarding: Dial ##21#

    Activate Call Forwarding (alternative for CDMA lines): Dial *72number (example: *726781112222) Deactivate Unconditional Call Forwarding (CDMA line): Dial *720

    Activate Call Forwarding when No Answer (call not picked up): Dial **61*1number# (example: **61*16781112222#)
    Deactivate Call Forwarding when No Answer: Dial ##61#

    Activate Call Forwarding when Not Reachable (out of coverage): Dial **62*1number# (example: **62*16781112222#)
    Deactivate Call Forwarding when Not Reachable: Dial ##62#

    Activate Call Forwarding when Busy (reject call): Dial **67*1number# (example: **67*16781112222#) Deactivate Call Forwarding when Busy: Dial ##67#

    When Call Forwarding is active, the calling party will no longer reach your Voicemail. Please note that calls can not be forwarded to an international number.
    I didn’t get my delivery yet, what should I do?
    Usually, it takes no longer than 3 - 5 business days for your delivery to arrive. The easiest thing to do is to track your order shipping status in your account. Delays may occur due to such things like national holidays, weather conditions, your location, transportation issues or shopping holiday backlogs. If you notice anything suspicious about delivery of your package, please contact our Customer Support 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 an unlocked GSM VoLTE compatible device.
    Are the "New" devices you sell really new?
    Yes, they really are new devices. However they are repackaged devices. Therefore the plain generic packaging box will arrive with simply the device, battery & charger. It will not contain any manual or guide or earbuds or any other accessories.
    I just bought a Tello Phone. What should I expect?
    Your phone will arrive in a plain generic packaging box with simply the device, battery & charger. It will NOT contain any manual, guide, earbuds or other accessories. You can view the device user guide on the Tello phone page.
    What should I do when my phone arrives?
    When the phone arrives:
    1. Unpack phone, plug it in and leave it to charge fully. Do not turn on yet.
    2. Log into your online Tello account.
    3. Click on the "Activate Service" button (which will be visible when your package arrives).
    4. Enter the activation code in the field provided - the activation code is the 14 or 15 digit code printed on the box of the phone.
    5. After activating the service, wait 5 minutes and now switch your fully charged phone ON.
    6. Your phone should start to automatically activate with the Tello service.
    7. If by chance your phone does not activate automatically, you can manually activate it by following the steps on this Help Center, under "Device Activation" section.
    8. Start calling, texting & surfing the web with Tello!
    9. If you still need assistance, contact our 24/7 Live Support.
    What phones do you offer?
    We offer some of the most well known phone brands, such as Samsung, iPhone, Alcatel, Motorola, Huawei, LG, Kyocera etc. We continuously add new devices, so you can always check the Phones page to see what we currently sell.
    What is a certified pre-owned phone?
    A certified pre-owned phone is a previously owned device that successfully passed functionality tests. These devices are previously inspected by our providers and pass visual and technical inspections before they are listed on our website. They might present light signs of wear and tear and are fully functional.
    The devices are kitted but do not have the original box. They are shipped with a charger & battery (minimum 80% of the original capacity of the battery). The box will not contain any manual, guide, earbuds or other accessories.
    What is an open-box phone?
    Products listed as "open-box" are new devices, typically sold to a customer and returned within a short period of time. Upon return, the phones are reasonably inspected and tested to make sure they are 100% functional and that they contain all of the accessories originally sold with the packaged product.
    Please note that open-box items may show signs consistent with re-packaging, such as marks or light scratches. Packaging conditions vary from product to product, and some phones may not come with the original package.
    What is a Tello GSM compatible phone?
    A GSM compatible phone is an unlocked GSM phone that meets certain technical specifications.
    The phone needs to be 4G LTE compatible, and VoLTE friendly.

    For minimum service, your phone needs to come with at least the following 3 bands/frequencies:
    • Band 2 (1900 MHz)
    • Band 4 (1700/2100 MHz)
    • Band 12 (700 MHz)
    However, for best service on our GSM Network, your phone should have at least 1 of the following bands/frequencies in addition to the above 3:
    • Band 66 (1700 Mhz)
    • Band 71 (600 MHz)
    For example, if the phone has bands 2, 4, 12 and 71, then that is ideal.
    The older your phone, the less likely it supports 4G LTE and VoLTE which is needed to work on ’s network.

    An unlocked phone is a phone that is not tied to a carrier or a phone plan.
    It allows you to move freely to choose the best provider for you.

    Phones need to be unlocked prior to activating your GSM service.
    The most reliable way to determine whether or not your phone is unlocked is by calling your current carrier and asking them to verify your phone's status.
    If you already have your phone in hand, then enter your phone's IMEI into our compatibility checker.

    Payment

    What forms of payment do you accept?
    The payment can be made with any of these credit/debit cards: American Express, Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa, Visa Electron and, of course, with PayPal.
    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.
    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 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 credit/debit cards do you accept?
    We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account for finalizing an order.
    Can I buy your products using a debit card?
    You can purchase any of our products by using both credit and debit cards. We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account with us.
    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 $2.
    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.
    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.

    GSM Migration

    What will the transition to GSM look like?
    Existing customers will be prompted via email & account alerts when their line is ready to migrate.
    We recommend that you prepare for migration by checking your current device for GSM device compatibility and check your location for GSM coverage.
    If both of those pass the checks then all you will need to do is order the free Tello GSM SIM when prompted to do so in your online account.
    Will my subscription or billing date change due to the migration?
    Nothing will change, except for a better-improved coverage offered by the 5G GSM network. Your plan's price, balance, phone number, or billing date are in no way affected by the migration. You will be able to enjoy the same super affordable phone plans & great Tello service.
    When is the migration to the new GSM network starting?
    The migration has already started and is being done in stages.
    When your line(s) is selected for migration you will be notified by email and your online account will guide you through the steps to initiate the migration.
    Your phone number, service balances and billing cycle will NOT be affected by migration, and our great pricing stays!
    How can I prepare for a quick and easy migration to GSM?
    There are 2 important checks you can do to ensure a seamless transition before your line is selected for migration.

    1. Coverage Check.
    A new network may mean new coverage results for your location.
    It is important to check your GSM coverage before initiating the migration or order a Tello GSM SIM.

    2. Device Compatibility Check.
    Enter your current phone's IMEI and our compatibility checker will tell you if your phone is GSM compatible or not.
    If the answer is YES, and you have already confirmed that you will have GSM coverage, then you're all set, just wait for our invite.
    If the answer is NO, you can either purchase a phone from us or you can bring one yourself.
    How do I know if my phone will work with Tello?
    In general, for any device to work on the Tello GSM network, you need to check if it meets the following requirements:

    1. The phone needs to be Tello GSM compatible
    Tello GSM Compatible devices include:
    • Most unlocked, GSM-network phones
    • Unlocked T-Mobile, AT&T, Cricket Wireless, Simple Mobile, and Straight Talk phones
    If you have not already done so, please enter your phones IMEI into our compatibility checker.

    2. Tech-Spec Requirments
    Make sure the phone is at least 4G LTE compatible and it is VoLTE friendly.
    For minimum service, your phone needs to come with at least the following 3 bands/frequencies.
    • Band 2 (1900 MHz)
    • Band 4 (1700/2100 MHz)
    • Band 12 (700 MHz)

    However, for best service on our GSM Network, your phone should have at least 1 of the following bands/frequencies in addition to the above 3:
    • Band 66 (1700 Mhz)
    • Band 71 (600 MHz)
    For example, if the phone has bands 2, 4, 12 and 71, then that is ideal.
    The older your phone, the less likely it supports 4G LTE and VoLTE which is needed to work on Tello’s network.

    3. The phone needs to be unlocked.
    An unlocked phone is a phone that is not tied to a carrier or a phone plan.
    It allows you to move freely to choose the best provider for you.
    If you're on a prepaid or pay-as-you-go plan, your phone is probably unlocked.
    However, if you're on a two-year contract or something similar, your phone is probably carrier-locked until you finish paying it off.
    Phones need to be unlocked prior to activating your Tello GSM service.

    The most reliable way to determine whether or not your phone is unlocked is by calling your current carrier and asking them to verify your phone's status.
    How do I know if my phone is compatible to migrate to the new GSM network?
    You can check this on our Bring Your Own phone page.
    Enter your phone's IMEI and our compatibility checker will tell you if your phone is GSM compatible or not.
    If the answer is YES, and you have already confirmed that you have GSM coverage, then you're all set, just wait for our invite.
    If the answer is NO, you can either purchase a phone from us or you can bring one yourself.
    Can I migrate multiple lines at the same time?
    If you have multiple CDMA lines you will not be prompted to migrate all your lines to GSM at the same time.
    To avoid confusion, we will prompt you to migrate your lines 1 by 1 when the most suitable time arrives for that particular line.

    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 and or buy one from us, order your GSM SIM 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?
    No. Unlimited data only applies to active data plans. Pay As You Go does what it says. You can use data from your PAYG balance as long as you have balance available and Pay As You Go data is ON in your online account.
    Once your Pay As You Go balance goes below $0.50, your data is disabled and you won't be able to share data through tethering.

    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 device 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 in your online account. This feature will automatically recharge your balance with the amount you specify each time your credit drops below $2. Of course, you can easily switch off the Auto Recharge feature in your account Settings or in the My Tello app.
    Does my Pay As You Go credit expire?
    If no PAYG order was placed in a period of 3 months, the PAYG credit will expire and the Tello service will be disconnected. This policy is in effect since September 10, 2019.
    Are calls charged per minute or per second?
    All calls are rounded up to 1 minute increments, regardless if you use Pay As You Go or 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.

    SIM card

    Do I need a CDMA SIM card?
    Not all CDMA phones need a CDMA SIM to enable 4G LTE data. If your phone needs one, you will find out after entering your IMEI on the Bring Your Own Phone page, while you’re enrolling your phone into Tello.
    What type of CDMA SIM card do I need?
    In the Bring Your Own Phone section, you can check the CDMA SIM model (Standard 2FF, Micro 3FF, Nano 4FF) compatible with your device. All you need to do is to enter the IMEI of the device and the compatible SIM model will be displayed. Check with your phone manufacturer if you are not sure about your device specifications.
    What is a CDMA SIM card?
    A CDMA SIM, also known as UICC SIM, is a card that enables 4G LTE data on Tello’s CDMA wireless service. If your phone needs a CDMA SIM you will be informed while enrolling your phone to Tello.
    What is ICCID?
    ICCID is the unique identifier of a SIM card that enables 4G LTE data.
    I lost my SIM card. What should I do?
    If you can’t find your SIM card, please contact CS to help you order a new one for your phone.
    The Tello SIM kit ordered from Amazon.com did not arrive. What should I do?
    If the SIM kit purchased from Amazon.com did not arrive as scheduled, please contact Amazon.com, because they are processing and fulfilling the order.
    The recommended SIM part from my Tello SIM Kit does not work. What should I do?
    For any issues you may stumble upon, please email our 24/7 Support team and include in the details the IMEI, the SIM Part number & the ICCID.
    What is the Tello SIM Kit?
    The Tello Sim Kit is a package of 4 Tello SIMs covering 99% of Tello compatible phones that is only available for purchase on Amazon.com.
    Each SIM Card is compatible with specific phones. After entering your phone IMEI (Device ID) in the “Bring your own phone” target="blank" page, we’ll show you the correct SIM part number to use.
    I bought my SIM card kit from Amazon. What should I do next?
    Awesome! Your Tello SIM card kit from Amazon contains a GSM SIM with 3 size parts covering about 99% of Tello compatible phones. Now you are ready to bring your phone to Tello, and place your first order.
    All you have to do is go to “Bring your own phone” page and and follow the instructions:
    • Enter your phone IMEI (Dial *#06# on your phone and it will appear on your screen)
    • Enter the activation code written on the top left corner of the SIM Card Kit
    • Choose if you want to get a new phone number from Tello or if you want to port your old number into Tello
    • Choose if you want to use the SIM for a new line or for replacing an existing one (in case there is one already active in your account)
    • Choose the Plan that suits you best
    • Insert the SIM in your device and enjoy our Tello service
    What is a GSM SIM card?
    A GSM SIM is a card which contains a chip that stores data for the subscribers of the GSM cellular phones. The GSM SIM card is removable and transferable to other phones. In order for a GSM phone to work, a GSM SIM card must be placed into it so you can access the local mobile network to place or receive calls or send texts. The GSM SIM also stores contact information.
    Where can I find my SIM activation code?
    For GSM SIMs, the activation code is the 8-9 digit code printed on the back of your SIM card.
    For CDMA SIMs, the UICC/CSIM also called the activation code is the 20-digit number printed on the front of the SIM card. You can also find the activation code in your phone's settings.
    What's the expiry date of a Tello SIM?
    The SIM is valid and can be activated for 2 years since purchase date, so you can activate it anytime in this period. Once activated, the SIM does not expire as long as your Tello service is active (you can check our expiry terms by visiting our Plans Service Agreement and our Pay As You Go service agreement). Still, we advise you to activate the SIM card as soon as possible in order to enjoy Tello's advantages & savings.
    How much does a GSM SIM cost?
    If you are an existing customer and you want to migrate to the GSM network, the SIM is FREE of charge. Also, if you're purchasing a phone from tello.com, the SIM comes at 0 costs.
    Still, if you're new to Tello or if you need to order a SIM for any other reason, the standard SIM price is $9.99 or, in the case of promotions, the price displayed on checkout.

    Bring my own phone

    Can I bring my phone to Tello?
    Yes, if you have a GSM VoLTE compatible device. To be sure you can enroll a phone into our network please visit our Bring Your Own Phone page, enter your IMEI code and the system will lead you through the enrollment process, if the phone is compatible.
    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.
    What is the main difference between GSM & CDMA?
    In order to understand the full difference between GSM and CDMA devices you need to check out our blog article.
    What are the unlocked devices from other carriers that can join Tello?
    Usually Tello requires an unlocked GSM VoLTE compatible device. More precisely, it is important for your device to be 4G/LTE compatible and support VoLTE. Plus, it should not be under any contract. If the contractual period has expired and the device is incompatible, you need to contact your carrier to unlock it.
    If you are unsure of the carrier or other specs of your device, then consult the Tello Compatibility Tool which is the most reliable & accurate way to check your device compatibility.
    What phone brands can't be enrolled into Tello?
    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.
    Basically, if your phone is a GSM device free of contract, VoLTE compatible it should work just fine. The easiest way to know if your phone can join Tello is to check your IMEI on our Bring your own phone page.
    What is the IMEI code?
    IMEI 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 IMEI. You can also find it in your phone settings.
    Can I buy a phone from somewhere else and bring it to Tello?
    Of course! You can buy a phone from any 3rd party and enroll it to Tello. Please make sure the phone you select is a GSM VoLTE compatible device.
    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 another carrier or have unpaid postpaid balance or your phone is locked to another network. Also, your phone may not be compatible with Tello.
    What phones can I enroll into Tello?
    You can enroll into our network any GSM VoLTE compatible device free of contract. The easiest way to check if your phone can join Tello is through our Bring Your Own Phone page.
    Where can I find my phone’s IMEI?
    You find easily find your phone’s IMEI by dialing *#06#. You’ll receive a text with your phone’s IMEI. This unique code is also available in your phone’s settings.
    What if I want to replace my Tello phone with another one?
    No worries! You can enroll another phone into Tello whenever you want to!
    • If you already have the phone, follow the steps from the Bring Your Own Phone page.
    • If you want to buy another one from our collection, you have to make the purchase and then activate the service once you receive the device in the mail.

    Device Activation

    How can I activate my Android device?
    There are few actions you may need to perform in order to activate your Android phone into the GSM network.
    First of all, simply start and:
    • power OFF your phone
    • remove the previous SIM if any and insert the Tello SIM
    • turn ON your phone and connect to a reliable WiFi
    • follow the on-screen steps (if any).

    If by any chance your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to manually perform a SIM unlock from your phone's setting while using an reliable WiFi connection.
    Go to Settings > System > System updates > UICC unlock (please note the name of the settings may differ for different phones).
    If the SIM unlock fails, please contact your previous carrier and ask for a device unlock.

    You may also need to check if your phone has the latest Network Profiles updated:
    • Enable WiFi and connect to a reliable WiFi Network.
    • On your phone Open Settings > About phone > System Updates > Update Profile (You can also perform a search in Settings up for "Update Profile" as options may differ for specific phones)
    • 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.

    We also advise to update your phone to the latest software available.

    If you are having problems calling, please:
    • Check your Network Mode or Network Technology to use 5G or LTE based on your device capabilities.
    • Go to Settings > Network & Internet > Call > And enable VoLTE / HD Voice / Enhanced calling. Or on some devices go to Dialer Pad, use the top-right 3 dots menu > Call Settings > And enable VoLTE / HD Voice / Enhanced calling

    If your data service is not working, you may need to:
    1. update your APN settings:
    • add the new APN settings as following:
      • Internet APN "wholesale"
      • MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
      • Hotspot APN "wholesale"
    • restart your device to allow the new settings to take effect
    2. If that does not work, try to reset your Network Settings
    You can do this from your phone's settings. Please note that the reset will remove any previously saved WiFi network credentials.

    If you're trying to activate your Android device and you're still using the CDMA service, you may need to:
    • reset your carrier settings: Dial ##72786# (or #*#*72786#* on some devices)
    • update your Network Profiles: Settings > About phone > System Updates > Update Profile
    • update your PRL: Settings > System Updates > Update PRL
    How can I activate my iPhone?
    There are few actions you may need to perform in order to activate your Apple device into the GSM network.
    First of all, simply start and:
    • power OFF your phone
    • remove the previous SIM if any and insert the Tello SIM
    • turn ON your phone and connect to a reliable WiFi
    • follow the on-screen steps (if any).

    If by any chance your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to remove the SIM, wait 10 seconds and insert the SIM back. Make sure you're using a reliable WiFi connection, as this action should trigger a new activation process (you can also switch between SIMs if you have another one available to force the activation process).

    You'll also need to check if your SIM is locked:
    • go to Settings > General > About
    • under Carrier Lock, you should see a message that says "No SIM restrictions."
    • if you don't see that message, please contact your carrier.
    You can also read more about this here: https://support.apple.com/en-us/HT201328.

    You can also check if your phone has the latest network profiles. Make sure your device is connected to a WiFi or to a cellular network. Tap Settings > General > About. If an update is available, you'll see an option to update your carrier settings. You can also read more about this here: https://support.apple.com/en-us/HT201270.

    We also advise to update your phone to the latest software available. Here are more details on this: https://support.apple.com/en-us/HT204204.

    If you are having problems calling, please check:
    • your network technology
    • enable Enhanced LTE settings
    • enable calls via VoLTE

    If your data service is not working, you may need to:
    • update your APN settings via Settings > Cellular > Cellular Data Options > Cellular Network or Settings > Mobile Data > Mobile Data Options > Mobile Data Network:
      • Internet APN "wholesale"
      • MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
      • Hotspot APN "wholesale"
    • restart your device to allow the new settings to take effect
    If that does not work, try to Reset your Network Settings
    You can do this from your phone's settings. Please note that the reset will remove any previously saved WiFi network credentials.

    If you're trying to activate your Apple device and you're still using the CDMA service, you may need to:
    • Connect to a reliable WiFi network, go to the phone pad and dial ##25327#, confirm the reset and allow your phone to restart.
    • If that does not work, try to Reset your Network Settings: You can do this from your phone's settings. Please note that the reset will remove any previously saved WiFi network credentials.

    Service activation

    What are the APN settings?
    Here are the APN settings you'll need for both GSM and CDMA SIMSs:
    For GSM SIM:
    • Internet mobile data APN: wholesale
    • Hotspot / Phone As Modem APN: wholesale
    • MMS APN: service
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc
    For CDMA SIM:
    • Internet mobile data APN: n.mi.ispsn OR r.mi.ispsn
    • Hotspot / Phone As Modem APN: mi.pamsn
    • MMS APN: n.mi.ispsn OR r.mi.ispsn
    • MMSC: https://mms.sprintpcs.com
    How do I start using the service once I have received my phone?
    1. Unpack phone, plug it in and leave it to charge fully. Do not turn it ON yet.
    2. Login to your online Tello account.
    3. Go to My Phone page and see if you need to follow any additional steps to enable service on this phone.
    4. After activating the service, wait 5 minutes and now switch your fully charged phone ON.
    5. Your phone should start to automatically activate with the Tello service.
    6. If by chance your phone does not activate automatically, you can manually activate it by following the steps on our Help Center, under "Device Activation" section.
    7. Start calling, texting & surfing the web with Tello!
    8. If you still need assistance, contact our 24/7 Live Support.
    I just bought a Tello SIM. What's next?
    Your SIM card will arrive in a larger card which has the 20-digit ICCID code printed on it. Login to your online account to activate it.
    How can I activate the GSM service on my Tello SIM?
    In order to activate the GSM service on your SIM you need to follow these steps:

    1. Log in into your online Tello account and go to "My Phone" section.
    2. Confirm your SIM's delivery by entering the activation code in the field provided (the activation code is printed on the plastic card your SIM arrived in and it's a 8-9 digit number for GSM SIMs).
    3. After your service is activated, wait 5 minutes and switch your phone OFF.
    4. Remove the old SIM from your Phone (if any) and insert the new SIM from the card you've just received.
    5. Follow the on-screen steps (if any) to allow your phone to Activate.
    6. Try to make a call, send an SMS & surf the web, depending on your service settings. If by any chance things do not work please wait 30 minutes and then reboot your phone and try again. If you still need assistance, contact our 24/7 Live Support.
    What's a security PIN?
    A security PIN is a 4-digit number that secures your Tello account. The security PIN gives you, and only you, access to request certain account changes, such as: device change, port out, account deactivation, etc
    Please keep in mind, the Security PIN does not replace the password of your online account and does not work as the port out PIN (needed only when customers decide to leave Tello and port out their phone number).
    How can I change my security PIN?
    You can change your Security PIN by following these steps:
    1. Go to the “My Information” page in your online account
    2. Under “Account Details” Click the green “Change” button beside “Security PIN”
    3. If you DO KNOW your current Security PIN then fill in the fields requesting your current and new Security PIN and click "Save"
    4. If you DON'T KNOW your current Security PIN then click “Reset Security PIN” and then click “Request Reset Code”. A new PIN will be sent to your phone.
    I forgot my security PIN. What can I do?
    If you can't remember or you can't find your Tello Security PIN, then simply reset the PIN by following these steps:
    1. Go to the “My Information” page in your online account
    2. Under “Account Details” Click the green “Change” button beside “Security PIN”
    3. Click “Reset Security PIN”
    4. Click “Request Reset Code”
    A new PIN will be sent to your phone.

    Data

    What does data throttle mean?
    If your data speed is throttled, it means your internet speed is limited to just 2G and tethering & hotspot automatically disabled.
    Throttling is automatically enabled when your data plan balance runs out or your Pay As You Go balance falls below $0.50.
    You can still benefit from 4G LTE speeds if you renew your data plan, upgrade to a new plan with a higher data balance or recharge your Pay As You Go balance.
    Do you offer tethering?
    Yes, tethering is available on Tello and is free of any extra charge. The data used through tethering will be deducted from your data 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 "WiFi hotspot" in the specifications under Data and/or WLAN information.

    When your data plan balance runs out and your Pay As You Go balance falls below $0.50, throttling is automatically enabled and tethering automatically disabled. This means your device can no longer be used as a WiFi Hotspot and you won't be able to share data with any other device until you upgrade your data plan or recharge your Pay As You Go balance.
    Can I use data on my phone?
    You need to check your phone specification, portability conditions or visit 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?
    Data speeds are influenced by time, density, and coverage limitations. Please check our Coverage page for more details. Also, data can be throttled down to 2G speeds if your plan's data balance runs out or your Pay As You Go balance falls below $0.50.
    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.
    My mobile data is not working, do I need to activate it?
    There are a couple of things you need to check in order to use data on your mobile. Please make sure:
    • the plan you purchased includes data or check if you have enough Pay As You Go balance to use the internet.
    • your data should be turned ON from your phone's settings.
    • adjust your network preferences: preferred 5G or LTE from your phone's settings

    If by any chance, your data is still not working, you may need to:
    Update your APN settings as following:
    • Internet APN "wholesale"
    • MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
    • Hotspot APN "wholesale"

    Then restart your device to allow the new settings to take effect. Reset your Network Settings
    You can do this from your phone's settings. Please note that the reset will remove any previously saved WiFi network credentials.

    Referral Program

    Do I get Tello Dollars if I just tell a friend about you?
    No. Your friend must open a Tello account using your referral link in order for you both to win Tello Dollars. You can share your referral link directly from your Dashboard.
    The Tello Dollars will appear in your account after your friend places his/her first successful order.
    How can I use my Tello Dollars?
    You can use your Tello Dollars to make a purchase (plan, Pay As You Go Credit or a phone), once the amount of Tello Dollars is enough to pay for the entire invoice. No partial payments are allowed at the moment.
    My Tello Dollars from referring a friend were not added. Why?
    Tello Mobile checks the validity of all referral orders. A referral order will be deemed invalid if:
    • The new account was created with a second email address of the same person.
    • A customer already exists in our database according to company criteria.
    • The customer sharing the referral link no longer uses the service (no call, no SMS, no Data usage, no order in the past 6 months)
    Do Tello Dollars expire?
    Your Tello Dollars will expire if no activity is registered in your account for 6 months (no call or order placed).
    Can I transfer my Tello Dollars to another account?
    No, Tello Dollars cannot be transferred to other accounts. However, if you have a family plan, you will have a common Tello Dollars balance for all your lines.
    Can I put a monetary value on the Tello Dollars?
    The Tello Dollars do not have a direct monetary value. Each Tello Dollar is equivalent to $1 account credit on Tello Mobile. The credit can be used to pay for the entire phone bill or to buy a phone.
    Where can I see how many Tello Dollars I earned?
    To check your Tello Dollars balance, simply log in to your online account and click on the Referral Program section.
    How do I earn Tello Dollars?
    The process is easy. You just need to share your referral link with your friends via email or social media and they need to open a Tello account. Once your friend places their first successful order, you both get $10 Tello Dollars. You can refer as many friends as you like.

    International Device Unlock

    What are the conditions to unlock a device for international use?
    Tello customers must meet the following conditions to be eligible for an International Device Unlock:

    • The device is capable of international SIM unlock*.
    • The device is powered on and in our coverage area.
    • The request to unlock device is being submitted by a Tello account holder, using the contact form. In addition, the customer needs to provide a screenshot or a photo of the device's settings where the ESN/IMEI is visible.
    • The device must be paid in full. Therefore, the customer (account holder) who brings his/her own device needs to provide Tello a receipt to prove that the price of the device was covered entirely. This is not necessary for customers (account holders) who have bought a phone from Tello.
    • The device is currently active on Tello and the applicable account has been active for at least 90 days.
    • The account associated with the device does not have more than 1 unlocked device within a 12 month period; each account is allowed 2 device unlocks within a 12 month period.
    • The device has not been reported as lost or stolen, associated with fraudulent activity, or otherwise flagged as ineligible to be unlocked.
    • The Tello number must remain active on the associated MVNO account for at least 30 concurrent days.
    • The device must remain active for at least 30 concurrent days, with the same subscriber/number, on the same Tello account;
    • The Tello number must have voice usage which reflects normal usage.


    What mobile phones are eligible for international unlock?
    Here is a list of the most popular international SIM unlock capable devices. Most of the newer devices on the market are international SIM unlock capable.

    • Apple iPhone 4S and newer
    • HTC One M8 and newer
    • LG Flex or G3 and newer
    • Samsung Galaxy S4 and newer


    Does the international unlock affect the domestic usage?
    No. This process does not affect the domestic voice and data capabilities.

    Requesting an international unlock will not unlock a domestic-capable device for use with another domestic SIM.
    How to unlock a device for international use?
    To unlock your device for international use, follow these steps:

    • Get in touch! Submit a request to Tello, using this contact form. If you need it for travelling purposes, please send your request at least 2 weeks prior to your departure.
    • Once the device is unlocked in the system, it must receive an over-the-air update. Once you're out of the country, the device will not receive the over-the-air update to unlock the device.
    • It is highly recommended you perform an update data profile on the device to initiate the over-the-air update, then follow the device’s menu to unlock the UICC/SIM.
    If the phone number on a device which went through the unlock procedure is changed OR the unlocked device is deactivated, the device will revert back to LOCKED status. The customer will need to request the device to be unlocked again.
    Can I use an international carrier's SIM while traveling?
    Yes. When using an international carrier’s SIM, it is important to note that all information, service and support must be provided by that carrier.
    Please note that you may receive charges from the international provider.
    Upon returning to the U.S., you will need to remove the international carrier’s SIM, insert your Tello GSM SIM in the device in order to get back on our network.

    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.
    How can I change the card saved in my account for a recurring payment?
    In order to change the card saved in your account for a recurring payment, you need to:
    • Save a new card the My Information section of your account (Payment Methods >> Add a new card);
    • Choose the product for which you want to replace the card in the Subscription Payment Options section and select the new card from the dropdown.
    How can I save another credit/debit card in my account?
    Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."
    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.

    Family Plan

    How does a family plan work?
    The Tello Family Plan is designed to provide as much flexibility as possible to our customers while at the same time allowing multiple lines to be managed under just 1 account and 1 email address.
    Your family plan is built on having 1 individual line for each family member, and a maximum of 10 lines per account.
    Each line is set up with its own plan choice, its own device, and its own number.
    You can use the same payment option for all lines or customize each one individually.
    Each of these lines and their plans can be managed from your account Dashboard, where you can upgrade or downgrade the plans, re-start the billing cycle, port a number to a line, and more.
    There is no extra cost per line.
    Go to the Family Plans page to get started.
    How does billing work on a family plan?
    Each line in your account has its own plan which will have its own individual billing date and payment method.
    You can change or restart a plan anytime and this will reset the billing date but bear in mind that we will not provide refunds (partial or otherwise) for canceled, repurchased or updated plans.
    We try to group your recurring charges into as few invoices as possible for plans with the same billing date.
    How do I start a family plan?
    To start the process, visit the Family Plans page and select the number of lines you wish to have under your account. You will need to place a separate order for each new line. The maximum number of lines you can enroll in your Tello account is 10.
    So for each family member, you need to select the appropriate plan, enroll a new device or buy one from Tello, bring an existing number or choose a new one and then proceed through the checkout page ensuring that you select "New Tello Line".
    You can later enroll additional family members anytime by selecting a new line on the checkout page.
    I have multiple accounts and want to merge all lines into one account. What do I do?
    If you already have more than one account and would like to merge your lines under one account, then follow these simple steps:
    1. Log in to your Tello account and email us with the details of the merging request from the Contact Page. Please include the number(s) you wish to move and the destination account.
    2. In your email, you should also include a time and date that is suitable for you to receive a call to your Tello number from our support team. Note that for security reasons we only start the merge process after reaching the account holder of the destination account on his/her Tello number.
    3. Before we call you, you will need to have information from both accounts to hand such as the Security PINs from each account, the Tello numbers to be moved, and card/billing information.
    We will call you back within 48 hours to begin the process.

    Important Note:
    Please be aware that Tello Family Plans treat each line in the account individually.
    Therefore, even if accounts are merged, no part of the 1st person's plan is automatically shared or synced with the 2nd person's plan.
    Each plan in your account will retain the existing separate billing dates, separate payment methods, and separate invoices.
    The sharing of balances is also not a part of Tello Family Plans.

    You are free to manually update the billing date on any of the plans in your online account but bear in mind that Tello will not provide refunds (partial or otherwise) for canceled, repurchased or updated plans.
    Does Tello support multiple lines under the same account?
    Yes, we do!
    You can activate up to 10 separate lines in your account, one by one by going to the Family Plans page.
    For each individual line, you need to choose the desired plan, add a phone choice and proceed through the checkout page to complete the order.
    Make sure the purchase happens on a new line by choosing the "New Tello Line" option in the drop-down box on the checkout page.
    You may be given the option to port in your number during this process and if not you can simply wait until the line is active and then email us from the Contact Page with the port-in details.
    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 member existing lines into your own 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 for people who are not already Tello customers, and you really need to have the same billing date, then the best thing to do is add the new lines on the morning of your existing billing date.
    Why is the Tello Family Plan different from other Family Plans?
    The Tello Family Plan is specially designed to provide as much flexibility as possible to our customers with regard to individual usage of each family member.
    At the same time, it allows multiple lines to be easily managed under just 1 account and 1 email address.

    What the Tello Family Plan DOES have:
    - One Plan Per Phone Line
    - One email address only
    - Each line with its own separate plan, billing cycle, payment method & invoice
    - Option to add an alias for each Number/Device

    What the Tello Family Plan DOES NOT have:
    - Balance Sharing of Data, Minutes or Text.
    - Extra cost to set up a new line.
    - Line Cancellation Fee.
    - Synced billing of the multiple lines.
    What's an alias?
    The alias is the nickname you can assign to your own phone or to the lines in your account, so you could identify them more easily.
    For instance, if you’re the proud owner of a family account that you are sharing with your mom and dad, you can rename the lines and use your name, “Mom” and “Dad”.
    Do I have to pay taxes?
    All purchases, including those for accounts with multiple lines, are subject to regulatory sales taxes. You will be able to see the taxes on the checkout page before placing the order.
    What is One-time Mobile App Password?
    Any family member can use the My Tello app without needing to know the online account password. A one-time password can be requested on the mobile app login screen and will be delivered via SMS. Additionally, the account holder can generate a one-time password on the website, from the My Settings tab in My Account. The one-time password is valid for a limited period of time and will only work to log into the app with the specific line it was generated for.
    Do you offer parental control?
    There are many applications available that can offer parental control. Unfortunately, Tello has not implemented such a feature, but our Customer Support team can provide app recommendations if needed.
    Do you offer WiFi calling?
    Yes, we do. In order to use WiFi Calling please make sure:
    • your Tello service is active
    • you've already set your E911 Emergency Address under My Tello » My Settings page
    • you've turned ON WiFi Calling for your phone. If you need help with turning ON Wifi Calling, please follow this path: Settings » Networks & Internet » Mobile network » Advanced » WiFi Calling.
    Please note that in order to enable WiFi Calling, an E911 Address is required. If you call 911 over WiFi Calling we may transmit your E911 Registered Address to the 911 Communications Center. This will help emergency responders locate you when you are unable to provide your contact information and current location. Please remember, you will need to update your E911 Registered Address if you plan on using the WiFi Calling service from a different location.

    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 speeds, 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 is your 4G/3G data download speed?
    For 4G, the average download speed is 3-6 Mbps, while the peak download speed can reach more than 10 Mbps.

    For 3G, the average download speed is 600 Kbps-1.4 Mbps, while the peak download speed can reach up to 3.1 Mbps.

    Please note that speeds can vary depending on location.

    Coverage

    What’s your coverage area?
    Tello reaches over 200 million people, more than 5,000 cities and towns, and more than one million square miles across the country. Please visit our Coverage page and check what’s the data and voice coverage in your area.

    Call & Order History

    Where can I find my call, texts or data history?
    From your online account go to My Tello > Activity and you will find all your most recent account activity.
    From your free My Tello app go to More > My Account > Activity.
    Where can I find my order history?
    Easy! From your online account go to My Tello - Order History and you will find all your order invoices. From your free My Tello app go to More > My Account > Order History.

    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.
    Additionally, you can enter your phone number and request a one-time password that will be delivered to you via SMS. The password is only valid for one hour.
    You can also log in using your Facebook/Google/Apple account.

    Delivery

    How long does it take to deliver my phone or my SIM?
    Standard delivery time is 3-5 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 Support team if you notice anything unusual.
    Do you offer free shipping?
    Yes, any phone or SIM card can be delivered to you without any costs by USPS, or for a small charge if you select a faster delivery option.
    What are the available shipping methods?
    When ordering a device or SIM from us, you may choose between three shipping methods:
    - USPS First-Class Mail Priority Shipping ($0)
    Shipment takes between 3-10 business days.
    - USPS Priority Mail ($5)
    Priority shipment takes between 2-3 business days.
    - UPS 2nd Day Air ($15)
    Shipping takes 2 business days.

    The first two are performed by USPS and the two-day shipping "UPS 2nd Day Air" is performed by UPS.

    Offers & Promotions

    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.
    Do you have offers and promotions?
    Indeed we do! Here are 3 ways to find out when we offer promotions:
    • 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 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 from Tello.com directly on the buy page of each phone.
    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 on each phone page.
    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 on each phone page.

    Data Only Plans

    Do you offer 5G?
    Yes, 5G is currently only available on Android devices on our GSM network. Its availability will depend on your current 4G LTE coverage.
    We are currently working on making it available for iOS devices as well.

    Please note, the 5G that we currently deploy is NSA (Non-standalone). This means that even when using 5G, your device will still only show a 4G LTE signal.

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