Help Center

Roaming may not work for a few reasons:

1. Roaming isn’t enabled on your account.
Regardless of your destination, first make sure International Roaming is turned ON in your Tello Online Account under My Settings.

• If traveling in Europe:
  Any active Tello monthly plan qualifies for free roaming in Europe until September 30, 2026!
  No PAYG credit is needed. Usage is drawn from your plan allowances.
  Check our European country list to make sure your destination is included.
• If traveling in any of the other 200+ countries that are not included in the Free Roaming in Europe list:
  Standard roaming relies entirely on Pay As You Go (PAYG) credit.
  Ensure you have PAYG balance.
  If you need data, make sure Pay As You Go Data is also toggled ON in your online settings.
  Check the roaming rates for your destination here.

✅ Pro-Tip
After you turn on International Roaming in your account, it can take 5–15 minutes for your phone to connect, so give it a little time and make sure you check your phone settings: Network Selection is set to Automatic and Wi-Fi Calling is turned OFF to test roaming. If there’s still no signal, restart your phone or manually select a local network and try the available options one by one.

2. Balance has run out

• If you're roaming in one of the European countries that are included in the Free Roaming in Europe list, ensure that your Tello plan still has enough remaining balance.
• If you apply for standard roaming to any other country available, ensure you have enough PAYG credit to cover your usage. You can check your credit balance on your Tello account Dashboard section. *Roaming usage may appear with a delay (up to 7 days or more). Check that your line is not temporarily blocked due to a low or missing PAYG balance.

3. Phone settings aren’t configured correctly. Make sure:

• Data Roaming is ON
• VoLTE / LTE is enabled (if available)
• The Tello SIM/eSIM is selected for calls and data

If all these settings are configured and the service is still not working, try the next steps:

1. Restart the phone
2. On Android, verify APN is set to IPv4/IPv6 Auto or IPv4.
3. Reset Network Settings following the steps for your type of device.
4. If needed, dial #766# to re-enable international data roaming on the network side.

4. Network availability issues
Your phone must connect to a compatible partner network in the country you’re visiting.
Check our list for supported countries.
If the service is still not working, perform a Manual Network Selection:

• Under your device's cellular/mobile settings for the Tello line, look for Network Selection
• Disable automatic network selection and choose one of the available providers in the area.
• Allow a few minutes for connection and test the service.

5. Device compatibility.
Your phone must support the local network frequencies in the country you’re visiting. If LTE doesn’t connect, try switching to 3G or 2G.
Weak signal strength may prevent roaming even if settings are correct.

6. Change the APN for Android Devices ONLY
If the issue persists for Android users, please add the Wholesale APN following the steps here.
If you’ve checked all of the above and roaming still doesn’t work, contact Tello Customer Support. They can check your account and make sure roaming is properly activated.

⚠️ Important:
Free Roaming in Europe is a limited-time promotional offer for Tello customers traveling across Europe, valid until September 30, 2026.
International roaming will only work if the line has been used in the USA before you enable roaming!