Help Center

If you installed your eSIM on Android but your service isn't working yet, find the exact error or issue you are experiencing below:

Scenario 1: You see "Unsupported SIM" or "Unlock Network Code"

This error means your phone is locked to your previous carrier.
You must contact the carrier or seller you bought the phone from and ask them to unlock it.

Scenario 2: You see "No Usable Data Found" when scanning

This indicates an issue with the camera or QR code reading options. Complete the Manual Installation instead.

Scenario 3: You see "eSIM Activation Failed. Contact Carrier" or No Signal

This is a very common network timeout error. Do not delete your Tello eSIM. Follow these steps to fix it:

• Turn the eSIM ON: Go to Settings > Connections (or Network & Internet) > SIM Manager (or SIMs). Ensure the Tello eSIM toggle is turned ON.
• Temporarily turn OFF any other active physical SIMs or eSIMs in your settings.
• If you transferred (ported) your number, completely remove your old carrier's physical SIM or delete their eSIM profile.
• Check your Dual SIM Settings are correct to use the service and identify your SIMs correctly.

⚠️ Important:

• US Activation: You must be physically located within the United States to initially activate your Tello service.
• Wi-Fi & Coverage: Ensure your phone is connected to stable Wi-Fi and that you are in an area with coverage.
• Reboot: Always restart your phone after changing these settings to force it to connect.