Question 1

How can I change or cancel my Tello plan?

Accepted Answer

You can upgrade, downgrade or cancel your plan from your online Tello account or using the free "My Tello" app (Android version).
Log into your online Tello account and you will arrive on the "My Tello" - "Dashboard" page.
There you will see the "My Plan" box with options to either Change or Cancel your plan.

The "Change Plan" button will provide you with the option to either upgrade or downgrade your plan where available.
Upgrading or downgrading your plan will immediately replace your existing plan with the new one selected and your new billing cycle will start immediately.
You will be charged today for the new plan once you complete the checkout process and the newly configured plan will be active from that very moment.

Please note that manual renewal for Unlimited Plans is not available, only one Unlimited Data plan can be purchased per line within a 30-day period.

There is no option to change your plan today to take effect on the next billing cycle.
You will be charged today for the new plan and renewal will be in 30 days' time.
If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan yourself at least 24 hours before your next due billing date.

Any remaining balance (minutes, data) from a service you are renewing will roll over the following 30 days.
Any remaining balance from a service you are excluding from the new plan will expire on the original expiration date.

The "Cancel Plan" button allows you to cancel the automatic billing & renewal of your plan.
If you cancel your phone plan your remaining balance will remain valid until the end of the current billing cycle.

Question 2

I ran out of balance before the renewal date. What are my options?

Accepted Answer

You have 3 valid options, depending on whether you wish to keep your existing billing date or not:

Option 1
If you don't want to change your current billing date, you can add more data to your plan by purchasing a Data Add-On from your online account or by texting "ADD1GB", "ADD3GB" or "ADD5GB" to 800.
A Data Add-On is a data top-up that you can add to your current plan. Regardless of the date when the Data Add-On was purchased, it will expire on the same day as your current billing cycle.

Option 2
You can buy Pay As You Go credit which can be used for US calls, texts, and data, as well as for international calls & texts. This will see you through to your automatic plan renewal date. Pay As You Go credit is available for 90 days and then it expires.

Option 3
You can renew your plan, but that will mean you will change your current billing date to today. You can do this from your Tello online account or by texting "RENEW" to 800.
If you choose to renew your plan, then your existing plan will be canceled immediately and replaced with the plan you choose today. You will be charged today for the new plan and renewal will be 30 days from today.
There is no option to change your plan today for it to be effective starting from the next billing cycle.

Question 3

If I change my plan today, when am I charged?

Accepted Answer

Immediately.
If you change or renew your plan today, your existing plan will be canceled immediately and replaced with the plan you just chose.
You will be charged today for the new plan and renewal will be in 30 days' time.

If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan yourself on the day before your next due billing date.
Unfortunately, there is no option at the moment to change your plan today to take effect on the next billing cycle.

Question 4

What happens to my plan balance if I change my phone plan?

Accepted Answer

If you manually change or renew your plan during the billing cycle (any day before your next automatic renewal date), any remaining balance will roll over for the next 30 days (except for unlimited plans) as long as the new plan you chose also includes the same services you want to be rolled over.
For example, the minutes & data of your current plan will roll over if the new plan has minutes & data.
However, if you decide to buy data only, the minutes will not roll over.

Therefore, any remaining balance (minutes, data) from a service you are renewing or changing will roll over the following 30 days.
Any remaining balance from a service you are excluding from the new plan will expire on the original expiration date.

Also note that if the plan renewal fails because your payment method can not be charged or because you forgot to set up the 48-hour notification, then no balance will be rolled over and those balances are not refundable.

Question 5

What happens if I don't have enough to cover my next plan renewal?

Accepted Answer

Automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the day stated in your online account.
If the payment method you have saved has expired, reached its limit, or it has been suspended by the issuer, then the renewal will fail.

You need to then register a new valid payment method or contact the issue to reactivate the existing payment method.
We will try to process the renewal again within the following 24 hours and if the payment can not be processed successfully, your plan will be suspended.
To reactivate a suspended plan, you simply log in to your online account and purchase a new plan.

We can not defer billing or delay plan renewals because it's an automatic process so please ensure your payment method is up to date.
No balances are rolled over from suspended plans and those balances are not refundable.

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