Question 1

How can I change the phone on my Tello line?

Accepted Answer

The Tello SIM card you already have can be used with any other Tello compatible and unlocked device.

To change the phone on your current Tello line, the first thing to do is confirm that your new phone is Tello compatible.
To do this, enter the IMEI of the new phone into our device checker.
Assuming your new phone receives the "Awesome" result on our device checker page and you have confirmed with your current provider that it is unlocked, simply take the Tello SIM from your current phone and insert it into your new compatible phone.

Restart your new phone, follow any on-screen steps provided and your device should start to automatically activate the Tello service.

If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
You can also manually activate your phone by following the steps under the FAQ at the bottom of the "My SIM" page in your online account.

Question 2

How can I order a replacement Tello SIM card for an existing line?

Accepted Answer

To purchase a replacement Tello SIM card for the device already active on Tello, go to the "My SIM" page of your online account. Scroll down until you see a section called "My SIM". Click "Buy Tello SIM". and you will land on the Checkout Page. Check that the pre-filled fields on the Checkout Page are correct, complete any required fields, and click on the green "Finalize Order" button at the bottom.

Important Shipping Information
Where applicable, you MUST include your Apt Number, Suite Number, or Unit Number in the "Address" field in the "Shipping Information" section.
Otherwise, your package may be severely delayed or may not be delivered at all.
Click the "Use my address" option to edit or change the current shipping address displayed.

Security PIN
On the checkout page, you may be asked for your Tello Security PIN to complete the order process.
This is an important step in ensuring your account remains secure.

If you cannot recall your Security PIN, you can reset it anytime from your online account (not the "My Tello" App), with the "Reset Security PIN" option. You'll receive a reset code via SMS.
After receiving the reset code on your phone, return to the "Reset Security PIN" section and input the code under the "Reset Code" field.
Proceed to set up your new Security PIN.

Note:
When the new Tello SIM card arrives, activate it in your online account, insert the SIM into your phone & start using the service on the new Tello network.

Question 3

Where can I find the PUK to unblock my line?

Accepted Answer

You can find your PUK (Personal Unblocking Key) code on the large plastic card to which your Tello SIM card was attached when you first received it.
It is the 8-digit code printed beside where it says "PUK".
If you misplaced that card you can always email our Customer Support team for assistance.

Question 4

I lost my phone. How can I block my number?

Accepted Answer

Oops, sorry to hear this. If you need to block your number you can do so from your online account - My Tello.
Please note that in order to unblock it you will need to contact our Customer Support team.

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