Help Center

Your Tello phone number stays active as long as you have an "Active Service." This means you have either a monthly plan or a Pay As You Go credit balance on your account.

If your service stops, here is the timeline you need to know:

• The 12-Day Grace Period: If your monthly plan ends and isn't renewed, you have 12 days to take action before the number expires.
• Email Reminder: Don't worry, we’ll send you a reminder email 7 days before your line is set to expire to give you plenty of time to decide your next step.

How to save your number
If you want to keep your number, you have two options:

1. Restore your service: Purchase a new plan before the 12 days are up.
2. Port Out your number: Start the port-out process from your online account as soon as your billing cycle ends to take your number to another carrier.

Pay As You Go Users
If you aren't on a monthly plan, your line stays active based on your last credit purchase.

• Credit Expiration: Your PAYG credit expires 3 months after your last purchase date.
• The 7-Day Grace Period: Your phone number will stay active for an additional 7 days after your credit expires.
• Reminder: Just like with monthly plans, we’ll send you a reminder email before the final expiration date.

How to save your number
If you want to keep your number, you have two options:

1. Add more Credit: To keep your number, simply add more credit (minimum $20) before the window closes.
2. Port out your number: Start the port-out process from your online account as soon as your billing cycle ends to take your number to another carrier.

⚠️ Warning: No Recovery After Expiration
We cannot "bring back" a number once it has expired.