Q: How do I dial an international destination?

There are 2 ways: From your phone's keypad: Dial "+" then the "country code" then "area code" then "phone number" Dial "011" then the "country code" then "area code" then "phone number" From the "My Tello" App Dial the destination number from the App keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is already saved in international format). Please note that using the App to make calls will also deduct the minutes of your plan.

Question 1

How Does "Free International Calling" work?

Accepted Answer

It’s so simple.
If you have a Tello calling plan and the international destination is on our FREE list, then your call to that international destination comes at no extra cost.
The minutes used for that international call simply get deducted from the minutes' balance of your regular Tello calling plan.
This also includes plans with unlimited minutes/text.
There are over 60 international destinations on the FREE list right now, so check the list here.

Question 2

How do I dial an international destination?

Accepted Answer

There are 2 ways:

From your phone's keypad:
- Dial "+" then the "country code" then "area code" then "phone number"
- Dial "011" then the "country code" then "area code" then "phone number"
From the "My Tello" App
- Dial the destination number from the App keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is already saved in international format).

Please note that using the App to make calls will also deduct the minutes of your plan.

Question 3

What if the destination I want to call is not on the FREE list?

Accepted Answer

If the international destination is not on our FREE list it means that you will need Pay As You Go credit to connect a call to that destination.
You can see the call rates for calling that destination by entering the country name in the field provided on the International Calling page.
Our Pay As You Go page will tell you how many minutes for $20.

Question 4

Will "Free International Calling" work when I’m outside the USA?

Accepted Answer

Yes. It certainly will. The "Free International Calling" feature depends only on where you are calling, not where you are calling from. However, for the service to work abroad, you will still need a network connection. We have a few options for you to accomplish this:

1. Wi-Fi Calling & Text
This is a feature available on the vast majority of Tello-compatible phones and you can check your phone settings to confirm.
It allows for calling & texting (sending & receiving) via the closest available Wi-Fi network which could be at a hotel, your office, at home, or even a Wi-Fi hotspot.
If you have set up Wi-Fi Calling correctly, it does not use up data from your Tello data plan, it just uses minutes from your calling plan as long as the destination you are calling is included in our 60+ countries list.
See full details on this blog.

2. International Roaming.
You can now benefit from international roaming in 250+ countries and territories.
Roaming calls, texting, and data costs are charged from your Pay As You Go balance, so you need a minimum of $5 Pay As You Go credit to activate international roaming.
Check our International Roaming page rates and information.

3. "My Tello" App
You also have the option of using our free "My Tello" app to make calls through Wi-Fi.
You cannot RECEIVE calls via the App and texting is also NOT available via the App - it is only to make calls.
The "My Tello" app is free to download for iOS and Android users.
To make a call, simply 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).

Please note that using the App to make calls will also deduct the minutes of your plan.

Question 5

How are international calls charged?

Accepted Answer

If the international destination you want to call is listed as FREE on our International Calling page, then the minutes of the international call are simply deducted from the balance of your plan - just like calling domestically.

If the destination is not FREE then you will need to purchase Pay As You Go credit to call that destination and you will be charged the rate you see on that page.

Question 6

Which Tello plans include international calls & texts?

Accepted Answer

All Tello plans with minutes include free calls & texts to 60+ international destinations.
To see if the destination you want to call is included, go to our International Calling page:

In the "Search Country" field type in the country name.
You will be given 3 results - rate to call landline, rate to call a mobile, and cost per text.
If the destination says FREE, that means it is included in your plan and any minutes spent calling that destination will just be deducted from your normal balance - just like calling domestically.
If the destination is not FREE then you will need to purchase Pay As You Go credit to call that destination and you will be charged the rate you see on that page.

Question 7

What is Scam Guard?

Accepted Answer

Scam Guard provides customers with advanced scam-blocking technologies to protect against unwanted calls. The system updates its defenses every six minutes, ensuring your phone remains as free from spam as possible.

Available Features:

1. Scam Alert
When a potential scam call is detected, it’s flagged and displayed as "Scam Likely" on your device. On eligible devices, verified calls display "Number Verified" to indicate authenticity and suspicious calls appear as "Scam Likely."

2. Scam Stop
Scam Stop prevents suspicious calls from reaching you entirely. These calls are automatically blocked and won’t appear on your phone.

Important Note:
Scam Guard defaults to the Scam Alert setting upon purchase. You can easily manage your Scam Guard level anytime from My Settings.

Question 8

What is a Data Add-On?

Accepted Answer

A "Data Add-On" is an additional amount of data that tops up your existing data balance. This is the perfect solution to boost your balance with extra high-speed data!

Right now, Tello offers the following Data Add-On options: 1 GB, 3GB and 5GB of high-speed data.

It's important to note that the Data Add-On will expire simultaneously with your current prepaid plan, and any unused balance from the add-on will also expire when the automatic renewal occurs. To roll over the remaining balance to the next billing cycle click here.

You can purchase the Data Add-On directly from your online account. Just click on the blue button labeled "Add more data" and proceed to checkout for payment. Alternatively, simply text "ADD1GB", "ADD3GB" or "ADD5GB" to 800 and follow the prompted steps.

Question 9

Does my Data Add-On expire?

Accepted Answer

Yes, it does. The Data Add-On purchased expires on the same day as your current billing cycle. Any unused Add-On balance will not roll over to the next billing cycle.

Question 10

Can I top up my data balance via SMS?

Accepted Answer

Sure! Topping up your data balance or renewing your entire plan is as easy as sending a quick text message.
To top up your data balance send an SMS to 800 with the text "ADD1GB", "ADD3GB" or "ADD5GB".
If you want to fully renew your plan send an SMS to 800 with the text RENEW.
You can also top up your PAYG credit by sending an SMS to 800 with the text "ADD10PAYG" or "ADD20PAYG".
Please visit your online Tello account and make sure you have a saved credit card on to use this feature.

Question 11

What does each Scam Guard level mean?

Accepted Answer

Scam Alert
Our network uses advanced filters to identify potential scam calls. When a suspicious call is detected, it is flagged and displayed as “Scam Likely” on your device. For customers with eligible devices, verified numbers will appear as “Number Verified” on the screen. Otherwise, the suspicious number will show up as “Scam Likely.”

Scam Stop
Prevent scammers from reaching you by enabling Scam Stop. This feature blocks suspicious calls automatically, so they don’t even appear on your device.

When you purchase Scam Guard, the default setting is Scam Alert, but you can activate Scam Stop for enhanced protection.

Question 12

What if Scam Stop blocks calls I want?

Accepted Answer

Enabling Scam Stop may result in some calls you want to receive being blocked. If this occurs, you can switch to Scam Alert for a more flexible level of protection.

Question 13

I use Scam Guard and have Scam Stop turned ON. Why do I still receive scam calls?

Accepted Answer

We work hard to block spam and scam calls, with our network defenses updating every 6 minutes. However, some scammers may still bypass these protections. While we continue enhancing our filters to block a larger percentage of unwanted calls, we encourage customers to report any spam or scam calls that get through to our Customer Support team.

Question 14

Can I top up my Pay As You Go balance via SMS?

Accepted Answer

Sure! Topping up your Pay As You Go balance is as easy as sending a quick text message.
Just send an SMS to 800 with the text "ADD10PAYG" or "ADD20PAYG".

Note that Pay As You Go credit is available for 90 days and then it expires.

Please visit your online Tello account and make sure you have a saved credit card to use this feature.

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