Help Center

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.