Question 1

When does my billing cycle start and renew?

Accepted Answer

Your billing cycle starts from the time you've activated the service.
In case you purchase a SIM card or a phone from our website, your service will start when you receive the package and activate it online.
Your plan will be active for the following 30 days, after which you will be billed again.

Tello plans last for 30 days only and automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the 30th day. For example, if you activate the service on July 5th (anytime, morning or evening) that plan will automatically renew on August 4th anytime between 5 AM and 11 AM EST.

Any changes you want to make to your active plan must be made at least 24 hours before the renewal date and can only be done directly from your online account.

Question 2

How can I buy more data?

Accepted Answer

Right now we don't offer any "add-ons" service for active plans but you can simply buy Pay As You Go credit to see you through to your automatic billing date.
Pay As You Go credit 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.
Pay As You Go credit lasts for 90 days and then it expires.

Many customers use Pay As You Go as backup to their monthly plan, just in case they reach their monthly limit of data or minutes before the automatic renewal date.
Others use Pay As You Go for their international calls because of the great international calling rates to places like Cuba and other countries not included in Tello plans.

Question 3

Can I change my plan today to take effect on the next billing cycle?

Accepted Answer

No. That is not an option we have right now.
If you change or renew your plan today, your existing plan will be canceled 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 yourself at least 24 hours before your next due billing date.

Question 4

Why did my plan not renew automatically as I expected?

Accepted Answer

If your plan or Pay As You Go did not renew automatically on the due date it means that the payment method you chose (card or PayPal) has declined the charges and so we were unable to process the payment.

The most common reasons for declining charges include:

You received a new/updated card recently or your current card expired.
The card or PayPal account has insufficient credit to accept the charge.
Your financial institution has placed a temporary restriction on your payment method (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 the decline and lift the restriction on your account so that you can place a new order.
Then go to the Payment section of your online account to ensure that a valid payment method is saved for your subscription.
We will try to charge the saved payment method again within the following 24 hours and if the payment can not be processed successfully, your plan will be suspended.
To reactivate a suspended plan, you need to log in to your online account and purchase a new plan.

Question 5

How can I update my payment method?

Accepted Answer

To update your payment method please follow these simple steps:

1. Firstly, register a new card.
Go to the Payments tab of your online account

Under the "Payment Methods" section, click the "Add New Card" button
Enter the new card details and click "Save"

2. Secondly, save that new card for your subscription.

Go to the "Subscription Payment Options" section on the same page.
Your new card now appears in the drop-down under the "Billed From" field.
Simply select that new payment method you wish to be charged from.
Click "Save".

You can now delete the old payment method from your account.

In order to save a PayPal account, you need to first place a successful order using PayPal and ensure you save it in the checkout process.
You will then see that the PayPal option appears as a payment option under the "Billed From" field.
You will not be able to save a PayPal account as a payment method until a successful order has been placed with it first.

Question 6

How can I delete my payment method?

Accepted Answer

Please be advised that before you delete a payment method, you need to first ensure that any existing subscriptions have a valid payment method (card or PayPal account) from which to be billed.

To delete a payment method please follow these simple steps:

Go to the Payments tab of your online account
Find the payment method you want to delete and click "Remove".
If the "Remove" button does not act, it means that this payment method is already in use for an existing subscription. To rectify this you first need to register a new payment method by clicking "Add New Card" or placing a new order with PayPal.
Then save that new payment method for your existing subscription(s).
Once you replace the old payment method with the new payment method, click on the "Remove" button and it will delete the old payment method from your account.

Question 7

What forms of payment do you accept?

Accepted Answer

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.

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