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My phone was lost / stolen. How can I block my number?
Losing a phone is stressful, but the priority is making sure no one else can use your service or access your data. You can secure and block your line instantly right from your online dashboard.
How to Block Your Line Instantly
⚠️ Two Crucial Things to Know While Blocked:
What to do next:
How to Block Your Line Instantly
- Log in to your Tello account.
- Go to the My SIM section.
- Look for the section labeled "Lost your phone?".
- Click the link that says "Block Number".
- Once completed, your online account page will refresh and display your status under My SIM -> Status: Blocked.
⚠️ Two Crucial Things to Know While Blocked:
- Autopay Remains Active: Blocking your line simply prevents a lost device from using your minutes, text, or data. It does not cancel your plan. Your monthly subscription will still auto-renew and process as usual on your next billing date.
- Unblocking Requires Support: For your protection, you can easily block your line online yourself, but you cannot unblock it through the website. If you recover your device later, you must reach out directly to our Customer Support team so we can securely reactivate your service.
What to do next:
- Order a Replacement: If your phone is gone for good, head back to the My SIM section to order a free replacement eSIM (for instant download) or a physical SIM card.
- Activate on a New Device: Once your new replacement SIM is activated, your lost SIM card will be permanently deactivated for security. Your exact phone number and plan will instantly roll over to your new device.
- Update Account Security: Change your Tello account password right away, and enable Two-Factor Authentication (2FA) under your settings for future protection.
