Q: Is my phone eSIM compatible?

You can easily check if your phone is eSIM compatible here . Please note that besides being eSIM compatible, your device should be unlocked in order to work with Tello. Don't worry, as time goes by all new devices are by default eSIM compatible.

Question 1

What's an eSIM?

Accepted Answer

An eSIM is a digitally embedded SIM card that contains your Tello plan and phone number. Unlike a physical SIM card that you insert into your phone, you can instantly install an eSIM onto your device. After ordering, you can easily activate the eSIM using an eSIM compatible phone and a Wi-Fi network. It's simple and convenient!

Both physical SIM cards and eSIMs connect your phone to a network and provide access to your plan and services. If you have an eSIM compatible device, you can start using your Tello plan immediately without waiting for a physical SIM card to arrive.

Question 2

How do I order a Tello eSIM?

Accepted Answer

Whether you are starting a new service, adding more lines to your account or changing devices, you can easily order an eSIM online.

For a New Line:
To order an eSIM for a new number, follow these steps after logging in to your Tello account:

Navigate to the Plans section of the website.
Select the preferred plan for the new line.
Proceed to the Checkout section and enter all required information.
*If you have other active numbers on your account, ensure to select “New Tello Line” under the “My Number” drop-down menu.
In the “Tello SIM” field, choose the eSIM option.
Provide the IMEI number of your device to verify compatibility. If your device is compatible, you can proceed with the order.
Complete all remaining fields for shipping and billing information to finalize the order.

For an Existing Line:
If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just swap devices with eSIM, follow these steps:

Log in to your Tello account.
Go to the My SIM section.
*If you have multiple lines, ensure the correct phone number is selected in the My Number field.
Click on the "Switch to eSIM" or "Get eSIM" button.
Provide the IMEI number of your device.
Read and agree to the information agreement sentence.
Enter your account Security PIN.
Finally, click the “Activate” button to generate the eSIM installation QR code.

To activate your eSIM check the eSIM Installation Steps

Question 3

Is my phone eSIM compatible?

Accepted Answer

You can easily check if your phone is eSIM compatible here. Please note that besides being eSIM compatible, your device should be unlocked in order to work with Tello. Don't worry, as time goes by all new devices are by default eSIM compatible.

Question 4

Can I replace my physical Tello SIM with an eSIM?

Accepted Answer

If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just swap devices with eSIM, follow these steps:

Log in to your Tello account.
Go to the My SIM section.
*If you have multiple lines, ensure the correct phone number is selected in the My Number field.
Click on the "Switch to eSIM" or "Get eSIM" button.
Provide the IMEI number of your device.
Read and agree to the information agreement sentence.
Enter your account Security PIN.
Finally, click the “Activate” button to generate the eSIM installation QR code.

To activate your eSIM check the eSIM Installation Steps

Question 5

If I change my phone, do I need a new eSIM?

Accepted Answer

If an eSIM is active on your device and you want to swap phones, then you will need a new eSIM. First, make sure your new device is unlocked and eSIM compatible. Then head over to My SIM section in My Tello account and follow the steps listed to get a new eSIM. If you experience any issues with the activation of the eSIM, check the installation steps for your device here.

Question 6

Can I make international calls with the Tello eSIM?

Accepted Answer

Yes! You get the same amazing features and benefits along with all Tello plans. All our minute plans come with international calling available to 60+ countries at no extra costs regardless if you're using a Tello eSIM or a physical Tello SIM card.

Question 7

Will the Tello eSIM work on my SmartWatch?

Accepted Answer

At the moment, Apple Watches will not work with the Tello eSIM.
However, various other eSIM-compatible Smartwatches will work great with the Tello eSIM, for example, compatible Samsung Smartwatches.

Just check your smartwatch for eSIM compatibility on our eSIM checker page and proceed with purchase and activation.

Question 8

How to activate an eSIM outside the US?

Accepted Answer

With the Tello eSIM, you can activate the service even if you are currently in another country. To do so, first install the eSIM on your device, then you'll need to enable Wi-Fi calling on your phone after installing the eSIM. You can find the steps for enabling Wi-Fi calling here: How to Enable Wi-Fi Calling.

The service might not work until the eSIM is fully activated and Wi-Fi calling is enabled. eSIM activation abroad can take up to 30 minutes.

Alternatively, we also offer International Roaming, which allows you to connect to a local network for calls, SMS, and data in over 250 countries.

If the installation of the eSIM failed or you were prompted with an error message, DO NOT DELETE THE eSIM. Instead find the suggested troubleshooting steps for your iPhone or Android device.

Question 9

How can I activate my Tello eSIM?

Accepted Answer

Once you have ordered an eSIM, a QR code will be provided under the My SIM section. Before installing the eSIM, please make sure that:

Your device is connected to a reliable Wi-Fi network
You have removed or turned off any other SIM cards or eSIMs installed in your device.
*This can be done under Settings> Cellular (Mobile Data)> Select the SIM > Turn off this line
Your device is carrier unlocked.

After these steps, proceed according to your device type and your preferred activation method:

QR Code Activation
Note: Keep your Tello account open on a computer or secondary device to scan the QR code with your phone.

Android:
Samsung: Go to: Settings > Connections > SIM Manager > Add eSIM. The device will give you the option to scan a QR code. Once the installation is done follow the instructions on the phone.
Google Pixel and other Android devices : Go to: Settings > Network and Internet > SIMs > Add+ >Download a SIM instead. > Next > Follow the instructions to scan the QR code

iPhone:
Go to: Settings > Cellular > Add eSIM > click “Use QR code” > scan the QR code provided on the Tello account. Follow the setup steps provided by the device.

Manual Activation
If you are unable to scan the QR code, an alternative activation method is available. Details can be found in the "My SIM" section of your Tello account online, located below the QR code.

To complete this activation:
Android: Go to Settings > Connections > SIM Manager > Add eSIM. Then Tap on Scan QR code > Instead of scaning the code, Tap "Enter Activation Code" at the bottom of the screen.
iPhone: Go to Settings> Cellular > Add eSIM / Add Cellular Plan > Scan QR code. Once the Camera opens a new option will display at the bottom of the screen. > Select "Enter Details Manually"

Once the activation and and address are entered the activation should complete.
If all steps were completed successfully you can now restart your phone and test the service.
*Check the next steps for eSIM activation Abroad

Question 10

I activated my eSIM, but it's not working - iPhone

Accepted Answer

If you completed the steps to install your eSIM on your iPhone, but the eSIM activation cannot be completed and the service is not working yet:

1. Check the SIM Settings:

Go to Settings > Cellular / Mobile Data>
*If you have more than one SIM in your phone, a list of them should be displayed in this section.
Verify the Tello eSIM is "ON" and that your current Tello phone number is not displayed more than once.

2. Verify the Status of the eSIM:
It's possible you see a different status for the eSIM if the activation is in progress or if it encountered issues to reach a network connection.

If the status of your eSIM is "No SIM", this indictaes the line was deleted and you will need to complete the installation one more time.
If your eSIM displays “Activating…”:
- Make sure to allow up to 30 minutes for this status to change.
- If the service is still not working, momentarily turn off all other SIMs in your device (if applicable)
- Test the call and SMS service

Once the Tello eSIM changes to the status “ON” the issue should be corrected.

*If your are located abroad make sure to enable Wi-Fi Calling or International Roaming to be able to use the service.
In case the issue persists, follow the next troubleshooting steps:

Go to Settings> Cellular / Mobile Data > Cellular Data Network > Reset Settings
Go to Settings> General > Transfer or Reset > Reset > Reset Network Settings
*This step only resets the network connections and the Wi-Fi passwords

Verify one more time that the Tello eSIM has the status “ON” under Settings> Cellular and test the service for calls and text.
*If you are abroad, reconnect to the Wi-Fi network and enable Wi-Fi calling again before testing.

If after troubleshooting, you are still not able to use the service, kindly contact us for further assistance.

Question 11

I activated my eSIM, but it's not working -  Android

Accepted Answer

If you have an Android device compatible with eSIM, first make sure you have completed the steps to install the eSIM.

If the service is not working, you can check the eSIM configurations.

Go to Settings> Connections / Network & Internet > Mobile Network > SIM Manager / SIMs
You should be able to see the Tello eSIM under this section.
Verify the eSIM is "ON" and that your current Tello phone number is not displayed in more than one eSIM.
To use data with your Tello eSIM, tap on Primary SIM to select it as the default line.

*To use the service abroad, you need to enable Wi-Fi Calling or International Roaming.

In case you cannot enable Wi-Fi calling, or the service is not working properly, you can follow the next steps:

Go to Settings> General Management / System > Reset Options> Reset Network Settings or Reset Wi-Fi, Mobile and Bluetooth
Restart your phone
Verify one more time that the Tello eSIM is enabled under Settings> Connections / Network & Internet > SIM Manager/ SIMs
*Make sure your phone is connected to Wi-Fi and enable the Wifi calling again if you are abroad or have no coverage.
Test the service.

If after the troubleshooting, you are still not able to use the service abroad, you can contact us for further assistance.

Question 12

How to use my eSIM as a second line in my phone?

Accepted Answer

If you are adding the Tello eSIM as a second line in your device:

Remove the Physical SIM card or turn off the eSIM from the first line
Install the Tello eSIM
Once the installation is complete, you can reinsert or enable the first line SIM card/eSIM.
Your device will give you the option to select the default line for calls and data.
*Android Only: The Tello eSIM should be selected as the Primary line to use the data service.

For more Dual SIM configuration details we advise checking the device maual or manufacturer information.

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