Help Center

Seeing a "SIM Error" can be annoying, but it usually comes down to one of two things: the physical fit or a "lock" from another carrier. Here’s how to clear it up!

First, the Quick Checks:
1. Compatibility: Is your phone ready for Tello? Use our Device Checker to be sure.

2. Unlocking: Your phone must be unlocked. If it’s still tied to a previous carrier, our SIM won't be able to "talk" to your device. Try a Quick Physical Reset:
If your phone is definitely compatible and unlocked, try this:

• Turn your phone OFF completely.
• Take the SIM card out and check for any scratches or damage.
• Clean it gently with a soft cloth and pop it back in.
• Turn the phone ON and see if it picks up the signal.

Common Error Messages
If you see any of these messages, your phone is likely carrier-locked:

• "sim not supported"
• "network lock"
• "network unlock pin"
• "unsupported sim"
• "SIM Lock"
• "SIM Invalid"
• "Network Lock"
• "SIM Not Supported"

⚠️ Important Note on Unlocking
If you see those messages, it means your previous provider has a restriction on the phone.

Please note that Tello cannot unlock phones for you. Only the company that originally locked the device (your old carrier or the place you bought it) has the tools to remove that lock. You’ll need to give them a quick call to ask for a "Carrier Unlock."
Once they confirm it's unlocked, your Tello SIM should start working right away!