Question 1

What's a security PIN?

Accepted Answer

A security PIN is a 4-digit number that enhances the security of your Tello account. It is essential to set up a Security PIN as soon as possible after creating your Tello Account.
A security PIN is a 4-digit number which serves as an extra security feature, granting you exclusive access to request specific account changes, such as device changes, SIM changes, port-outs, and account deletion.
It's important to note that the Security PIN does not replace the password of your online account and it is distinct from the port-out PIN required when leaving Tello and porting out your phone number.

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.
Please note that the reset code serves as a temporary code only, that facilitates the setup of a new Security PIN, for your convenience.

Question 2

How can I change my Security PIN?

Accepted Answer

To change your current Security PIN, follow these steps:

Go to the "My Information" section of your online account (not the "My Tello" App).
Navigate to the "Account Details" section.
Click the green "Change" button next to the "Security PIN" label. You will first be prompted to confirm your current Security PIN. If you can't remember it, you can use the "Reset Security PIN" option.
After confirming your current Security PIN, you can input a new Security PIN in the "Set new Security PIN" field.
Click "Update Security PIN."

Important Notes:
The new Security PIN you choose must be a 4-digit number-only code. It cannot contain letters or any other special characters.
The Security PIN is different from the porting out PIN required when you choose to leave Tello.

Question 3

How can I find or reset my Security PIN?

Accepted Answer

If you cannot recall your Security PIN, navigate to the "My Information" section in your online account (not the "My Tello" App), then select "Manage your Security PIN."
From there, choose the "Reset Security PIN" option. You'll receive a reset code via SMS to the phone you selected.
After receiving the reset code, return to the "Reset Security PIN" section and input the code under the "Reset Code" field.
Proceed to set up your new Security PIN.
Please note that the reset code serves as a temporary code only, that facilitates the setup of a new Security PIN, for your convenience.

Question 4

How can I contact Customer Support?

Accepted Answer

We provide 24/7 Support and our email & chat channels are the fastest and most available.
Our email response time is less than 1 hour on average.
To save time, we recommend that you search for the answers in our Help Center first before contacting our Customer Support team.

For device compatibility, please don't contact our support team with just the make & model of the device because with just that information we can not say for certain if it will be compatible with our network. Simply follow our compatibility guidelines.

For any service issues you experience please try the online troubleshooting steps first before contacting our support team.
If you still have service or activation issues after trying our Help Center troubleshooting steps, please email us with the following information:

the exact problem (calling, messaging, data etc)
the IMEI of the device
the phone number of the device
the troubleshooting steps you have tried
any error messages (if any) that appear on your phone

Question 5

How can I set up my Security PIN?

Accepted Answer

After creating your Tello online account, you will be prompted to set up a Tello Security PIN.
You have a limited period of time to set up your Security PIN after you create your Tello online account. After this, you will need to use a reset code to set up a new Security PIN. Therefore, it might be easier to set up your Security PIN right after you create your Tello account.
A security PIN is a 4-digit number which serves as an extra security feature, granting you exclusive access to request specific account changes, such as device changes, SIM changes, port-outs, and account deletion.

It's important to note that the Security PIN does not replace the password of your online account and it is distinct from the port-out PIN required when leaving Tello and porting out your phone number.

Help Center

Got a question? We have the answer!