Question 1

Where can I check my service balances?

Accepted Answer

There are 4 options available to check your service balances

From your Tello line, send an SMS to 800 with the word BALANCE.
From your online account, go to "My Tello" and there on the Dashboard, at the top, your remaining Plan balances are displayed.
From your "My Tello" app, hit the last tab on the right (the hamburger menu) and your Plan balances are displayed at the top. Or hit the "Dashboard" option via that last tab.
Dial 611 or 16787914582 from your dialer, choose option 2 from the Menu to check your Pay As You Go balance. Please note, you will not be able to check your plan's balance this way.

Question 2

Where can I check my usage?

Accepted Answer

You can check your usage in the Activity section of your online account.

It will show you the calls, texts and data usage on your line since your plan last renewed and any Pay As You Go usage in the last 30 days.
All incoming & outgoing calls are charged per minute & you are charged for all incoming calls & texts.
Calls are rounded up to 1-minute increments, regardless if you use Pay As You Go or minutes from 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 and it will display under the "Usage" column of your Activity as "14:23 min"
if you had a call for just 34 seconds, you will be charged for 1 minute and it will display under the "Usage" column of your Activity as "0:34 min"

Keep in mind that only the phone numbers for outgoing calls will display in your Activity - we do not have the phone numbers for incoming calls.

Question 3

Where can I find the account details needed to port out?

Accepted Answer

For security reasons, all customers are required to retrieve their porting information (Tello Account Number & Temporary Port Out PIN) directly from their own online account. (this feature is not available in the "My Tello" App)

Go to the "Porting" tab in your online account
Scroll down to the "Port Out" section and click "Information"
Click on the "Retrieve Port Out Information" button
Provide the required information.

Please note that you will need your 4-digit Tello Security PIN to perform this action. If you cannot recall or find your Security PIN, go to the "My Information" tab, and follow the instructions to reset your PIN.

Question 4

How do I update my personal information?

Accepted Answer

For security reasons, updating your account information can only be done from your online account.

Go to the My Information tab in your online account
Click on the green "Change" button beside the details you wish to update.
After you update the information, click 'Save".

Security PIN
In order to update your Email or Password or Security PIN, you will need to enter your current Security PIN.

If you can't recall or can't find the Security PIN, then go to the Reset Security PIN page of your online account.

Check the phone number to which the reset code will be sent, as an SMS.
Click the blue "Request Reset Code" button.
You should then receive the reset code on your phone via SMS.

Note: You must have the SMS services "ON" for this action.
That reset code you receive is a temporary PIN that needs to be changed to a PIN that you can easily remember.

Question 5

I require my records for a subpoena for legal purposes. How can I retrieve this?

Accepted Answer

Please submit your request with the following details:

The name of the organization requesting these records
The name of the person in charge of the investigation
Short description of the utility of the document.

Question 6

How do I delete my Tello account and my information from your database?

Accepted Answer

For security reasons, the request to delete your account can only be submitted from your online account.

Results of Account Deletion
Please note that by deleting your account, the following will happen:

Your personal information will be deleted from our system.
Any remaining balances will be immediately forfeited & are non-refundable.
You will no longer receive any notification from our website.
Your account will be permanently deleted and cannot be recovered.

Check Before You Delete
For account deletion to proceed, first make sure you:

cancel any active subscriptions in your account and
port out or delete your phone number.

Delete Your Account Steps
Here are the steps to follow to delete your account:

Go to the My Information tab in your online account:
Scroll down to "Account Control" under the "Account Details" section.
Click on the green "Request" button next to "Delete your account".
Follow the on-screen steps and finish the process.

Our website and service are CCPA & GDPR compliant.
Thank you for your time with us and remember you can open a new account with us whenever you wish.

Question 7

How do I cancel my Tello service?

Accepted Answer

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.

Question 8

Do you offer any kind of parental control?

Accepted Answer

Yes, we offer Web Guard as a free feature. We also encourage parents to talk to their children about online safety.

Web Guard will permit family account owners to filter out content not suitable for younger members on specific Tello lines.

Safe Search is an automated filter of offensive content that may result from internet search results. Results will be filtered from the most common search engines like Google, YouTube, Bing, and DuckDuckGo.

There are 3 filtering levels available:

LOW - suitable for young adults
- Safe Search is Disabled
- Filtering examples:

MEDIUM - suitable for teenagers
- Safe Search is Enabled
- Filters everything classified as "Low" and enables Safe Search, an automated filter of pornography and other offensive content that’s built into search engines (Google, YouTube, Bing, and DuckDuckGo)

HIGH - suitable for children
- Safe Search is Enabled
- Filters everything classified as "Low" and "Medium", including SafeSearch, plus the following categories:

Exceptions

Web Guard is not available on all devices, may fail in certain locations or times, and is not a complete solution for monitoring access to content.
If you see an Access Denied error when trying to open certain web pages, Web Guard might be active on your line.
If the Web Guard feature is enabled, you will not be able to use iCloud Private Relay. To use Private Relay instead of Web Guard, please turn off Web Guard filtering.
Content filtering may not be compatible with certain products or services, such as Virtual Private Networks (VPNs). Apple Private Relay must be toggled off for content filtering to work.
Web Guard is unable to block the following content types:
- Browsing over Wi-Fi
- Email, text messages, instant messaging
- Some third-party web browsers
- Content in device apps.

Question 9

How do I change my password?

Accepted Answer

To change your password, log in to your account, click on My Information, edit your password and click Save.

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