Question 1

Will my phone work with Tello?

Accepted Answer

If your phone fulfills 2 requirements - compatible and unlocked - it should work with Tello:

1. Compatible

This is something you can check quite easily.

If you have the phone in hand, you can quickly go to our online checker and see if your device is compatible. In general, Tello-Compatible BYOP devices usually include:

Most unlocked T-Mobile, AT&T, Cricket Wireless, Simple Mobile, and Straight Talk phones
Many 4G/5G LTE phones used on Verizon may also work with Tello as long as they have been unlocked.
Devices manufactured for the US market. - Some devices are designed exclusively for specific markets (Japan, China, Europe) and may lack the necessary bands for use in the US.
Older phones might also lack the required bands and will not connect with our service

Please don't contact our support team with just the make & model of the device because with just that information we cannot say for certain if it will be compatible with our network.

You don't have the Phone at hand

If you don't have access to the IMEI, you must look at the device's tech specs and check them off against the 2 compatibility requirements listed below. The "tech specs" of the phone you have (or are considering purchasing) will contain the information related to these requirements. You will find them in the description of the device you are thinking about buying (ask the seller directly), in the manual of the device you already purchased, or via an online search.

(a). VoLTE
VoLTE means Voice over LTE and provides crisp, clear audio quality and helps prevent dropped calls.
The device must support VoLTE (the type of VoLTE compatible with our network). Older phone models tend to be missing this feature more often than newer models.
(b). Bands
The device must support (at a minimum) the following set of LTE bands:
- Band 2 (1900 MHz)
- Band 4 (2100 MHz)
- Band 12 (700 MHz)

However, for the best service on our network, your phone should have at least 1 of the following bands/frequencies in addition to the above 3:

Band 5 (850 MHz)
Band 66 (1700 Mhz)
Band 71 (600 MHz)

For example, if the phone has bands 2, 4, 12, and 71, then that is ideal. Phones made for overseas markets and older phones are more likely not to accommodate these band requirements.

2. Unlocked

Whether your device is compatible or not, the phone needs to be unlocked. Unlocked and Compatible are 2 completely different unrelated requirements. Our device checker can check for compatibility only - you must check that the phone is unlocked. So even if you receive the "Awesome" message on our device checker, you still need to check if the phone is unlocked or not.

Contact the existing carrier to confirm the locked status of the device or if you are buying a new phone, confirm with the seller. Once you successfully bring a compatible & unlocked phone through our device checker page at https://tello.com/bring_your_own_phone, then simply follow the prompts to acquire a Tello SIM and proceed to checkout.

In summary, when acquiring a new device, please ensure it supports the 2 technologies outlined above and of course check with the seller or carrier that it is unlocked. You can also purchase a compatible device (with a free Tello SIM) from us. See our phones selection.

Note: Mobile routers (e.g., Netgear) will not work with Tello. Only a Tello SIM will work on Tello. No other SIMs will work.

Question 2

Does my phone need to be unlocked?

Accepted Answer

If you bring your device to use with the Tello service, the phone must be Carrier Unlocked.

A locked phone will be restricted to use the provider's Network or SIM only.

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 before activating your Tello service and only you can confirm this with the phone carrier or phone seller. Tello cannot check if your phone is locked and we cannot unlock devices.

Unlocked and Compatible are 2 completely different unrelated requirements.
Our device checker can check for compatibility only - you must check that the phone is unlocked.

So even if you receive the "Awesome" message on our device checker, you still need to check if the phone is unlocked or not.
If you try to use the service without getting the phone unlocked from the previous carrier, then you are likely to get SIM error messages on your device and won't be able to use Tello until your previous carrier unlocks the device.

Question 3

What kind of SIM is required to use the Tello service?

Accepted Answer

Only a Tello SIM will work on the Tello service.
SIMs from other providers will not work on Tello.
SIMs from Tello that you received before February 2021 (CDMA SIMs) will not work on the Tello service.

There are 2 ways to purchase a Tello SIM.

Go to our Bring Your Own Phone page, enter your IMEI, and follow the prompts.
Purchase a Tello SIM Kit from Amazon (when in stock)

When you purchase a Tello SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.

If you already have Tello service, then you can use that same Tello SIM card on any other compatible and unlocked device.
For example, when you want to change your phone, just insert your current active Tello SIM into the new compatible and unlocked phone, restart the device and you should get Tello service on your new device within 20 minutes.

If you buy a phone from us it comes with a free Tello SIM included so no need to buy a new one.

A Tello SIM for a new account or line needs to be activated in your Tello online account within 30 days from the purchase date. If not, it will automatically expire.
The SIM automatically becomes obsolete once the phone number it is activated with expires. After that it cannot be reused.

Question 4

What's the expiry date of a Tello SIM?

Accepted Answer

Tello physical SIMs purchased from Tello or from approved providers need to be activated by the customer in the Tello online account within 30 days of purchase.
If not, the physical SIM will automatically expire and it will be unusable for future activations. No refund of the physical SIM price will be granted in case of such expiry.

A Tello physical SIM automatically becomes obsolete once the phone number associated with it expires. Once this happens, the physical SIM cannot be reused and the customer needs to purchase a new SIM.

Question 5

Where can I find the IMEI?

Accepted Answer

An IMEI (International Mobile Equipment Identity) or MEID is a unique number exclusive to your phone.
It indicates your phone’s manufacturer and model as well as the brands and frequencies it supports.

It is vital that when you are reporting an issue with your service or phone that you provide the IMEI of the device affected.

There are 3 simple ways to find the IMEI of your device:

Under Settings:

iOS: Settings > General > About > scroll down to IMEI field
Android: Settings > About Phone > scroll to IMEI field or similar

Dialing a code:

Enter *#06# on your phone's dial pad

On the Phone's box:

If you purchased your phone recently, you may be able to find it on the back of the box or in a label stick to it.

Question 6

Do you have an app I can use?

Accepted Answer

Yes! Your Tello account can be used directly from your iOS or Android device by downloading the free "My Tello" app.

This means that when you travel abroad (or if the signal is poor at home) you can still call using the "My Tello" app and pay the same low rates for local calls.
So you get the same low calling costs when calling over Wi-Fi from both the USA or abroad.

All you need is a Wi-Fi or 4G/5G connection. When calling from the Tello app in the USA using 4G/5G, the costs are higher than if you were using the regular Tello calling service because the App uses your Data allowance. On average, the app uses 1 MB/min. Therefore, please use the App over a Wi-Fi connection if possible.

Once you have an active line, you can call your family and friends following these three simple steps:

Download our "My Tello" app for FREE
Login to the app with your Tello phone number & one-time password
Dial the destination number from the keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is in international format).

The "My Tello App" is designed for international as well as domestic use, so note that no matter where you are located, if you are calling a USA number, you need to have the USA country code "1" at the start of the number - and as a guide, you will see the country flag appear beside whatever number you are calling.

With the "My Tello" app, you can do the following:

Make domestic & international calls over Wi-Fi no matter where in the world you are.
Manage your (single-line) account and check your usage & balance
Buy a plan, change your existing plan or cancel your plan.
Buy "Pay As You Go Credit" with an in-App purchase
Activate Auto-Recharge (PAYG) direct from your App if your payment details have been saved previously in your account.
Update your Payment Method (Android App only)

There are certain activities that can NOT be done from the "My Tello" App and can only be done from your online account and they include:

Activate a new line
Transfer a phone number to Tello (port in)
Manage a multiple-line account
Reset your Security PIN
Retrieve your Tello Account Number
Find your porting information
Refer a friend
Update your Payment Method (iOS App only)

iOS Users
For iOS users, the "My Tello" app is free to download from the App Store for all iPhone, iPad, and iPod Touch users. From your device just click on: https://itunes.apple.com/qa/app/my-tello/id1017228507?mt=8 or locate the App by searching for Tello in the App Store.

Android Users
For Android users, the "My Tello" app is free to download from the Google Play Store for all Android users. From your device just click on https://play.google.com/store/apps/details?id=com.tello.ui

Question 7

Does Tello work in Puerto Rico?

Accepted Answer

Yes, we do have coverage in Puerto Rico, but please note that you can not ship a Tello SIM or phone to that location.

If you're already a Tello customer and planning to travel to Puerto Rico, you'll still be able to use our service there. You can check our Coverage map to verify the signal strength; simply click on "See coverage on map for all details »" and view the map of Puerto Rico for additional information.
If you're new to Tello and wish to activate the service in Puerto Rico, you may do so by ordering an eSIM.

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