Question 1

How can I bring my current phone number over to Tello?

Accepted Answer

Transferring your number to Tello is fast and easy (and free) but for security reasons, it must be made via your online account only. (This feature is not available in the "My Tello" App).

Firstly, you need to ensure that, you have purchased, received, and successfully activated your new Tello SIM or either purchased and activated your Tello eSIM in your online account.
If you have not done so already, go to https://tello.com/activate and follow the prompts to activate the service.

Once you have successfully activated the Tello service, follow the steps below to start the number transfer process.

Submit your number transfer request directly from: https://tello.com/account/port_in.
(The port in form will only become available & visible after successful SIM activation.)

- Enter the phone number you wish to transfer and click "Check" - If the number can be ported, you will be prompted to fill in the port-in details and follow the prompts.

Note:
If you have not done so already, you will need to contact your current provider to retrieve the following information directly from them:

Account number from current provider
PIN number from current provider
Your address as listed on the phone bill
First name and last name as listed on the phone bill
If the number to port is a landline, the last 4 digits of your Social Security Number

Consult our "Carrier Transfer Information" to help guide you in the right direction.

The speed of the port-in process depends on your current provider and can take anywhere from 2 hours to 2 working days for regular mobile numbers and up to 5 working days for landline and VOIP numbers.

If any of the information submitted is invalid and is not corrected by you within 3 business days we may cancel the port request.
Once the port in is submitted, any notification about the port in status will be sent to the email address you registered with Tello.

Note:

Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.
If 3 business days pass after the successful porting, and your Caller ID still shows the wrong number, please email our Support team with the details.

Question 2

I received my Tello SIM/Phone today. How can I port my number?

Accepted Answer

Firstly, you need to ensure that, you have received and successfully activated your new Tello SIM in your online account.
If you have not done so already, go to the Activate SIM section of your Tello online account and follow the prompts to activate the service.

Once you have successfully activated the Tello service, go to your Port In page. (The port in form will only become available & visible after successful service activation):

Enter the phone number you wish to transfer and click "Check".
If the number can be ported, you will be prompted to fill in the port-in details and follow the prompts.

Note:
If you have not done so already, you will need to contact your current provider to retrieve the following information directly from them:

Account number from current provider
PIN number from current provider
Your address as listed on the phone bill
First name and last name as listed on the phone bill
If the number to port is a landline, the last 4 digits of your Social Security Number.

Consult our "Carrier Transfer Information" to help guide you in the right direction.

The speed of the port-in process depends on your current provider and can take anywhere from 2 hours to 2 working days for regular mobile numbers and up to 5 working days for landline and VOIP numbers.

If any of the information submitted is invalid and is not corrected by you within 3 business days we may cancel the port request.
Once the port in is submitted, any notification about the port in status will be sent to the email address you registered with Tello.

Note:
- Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.
- If 3 business days pass after the successful porting, and your Caller ID still shows the wrong number, please email our Support team with the details.

Question 3

My port in request says "In Progress" but it's now past the "Estimate completion date" stated on my port request. How do I proceed?

Accepted Answer

This means that you need to contact your previous provider as soon as possible and ask that they acknowledge Tello’s porting request and release your number so that we can proceed with the transfer.

The porting request should then proceed successfully and automatically within a few hours of them confirming the release and you will then receive an email to confirm that the transfer has been successful.
Once your port is successful, you need to restart your phone and follow any on-screen prompts to allow hands-free activation to kick in.

If your porting request is still not successful 1 full business day after your previous provider confirmed to you that they released your number, then email us with the details.

If we do not receive any response from your previous provider within 3 business days of the original port submission date, then the port request will be canceled.

Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.

Question 4

My port in request says "Failed" but does not give the reason why? How do I proceed?

Accepted Answer

This means that your request to transfer your number to Tello was rejected by the current provider.
You need to contact that provider as soon as possible and confirm 2 things with them:

that all the port information that you provided to Tello is 100% correct.
that they have acknowledged Tello’s porting request and will release your number so that we can proceed with the transfer.

When that provider has confirmed the 2 issues above, then email our Customer Support team to confirm this and we will re-submit the port request on your behalf.
If we do not receive any response from your previous provider within 3 business days of the original port submission date, then the port request will be canceled.

Successful Ports
Once your port is successful, you will be notified by email.
You then need to restart your phone and follow any on-screen prompts to allow hands-free activation to kick in.
Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.

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