Help Center

If you can receive short code texts (like verification codes or alerts) from other places, but are missing them from one specific company or bank, the block is almost always on their end. Tello does not block short codes from companies.

If you are having trouble with a specific company, follow these steps to get those messages coming through again:

1. Find the Short Code Number
   Confirm the exact short code number your bank or institution uses. This is usually a 5-digit or 6-digit number.


2. Send a "HELP" Text
   Send a text message to that specific short code number with the word HELP.
   • If you get a reply: Follow the instructions provided in the text to verify your number and re-enroll in their alerts.
   • If you don’t get a reply: Move to the next step.


3. Run a Quick Test (The 800 Test)
   To make absolutely sure your Tello service is working right, send a text with the word BALANCE to the number 800.
   
   If you receive a reply back, your Tello phone line is handling short codes perfectly. This proves the issue lies entirely with the other company's system.


4. Contact the Institution Directly
   If the "HELP" text failed and the "800" test worked, you will need to reach out to the specific company or bank's customer support team.
   
   Let them know you are not receiving their automated texts.
   Request an alternative verification method, such as a voice phone call or email, so you can access your account in the meantime.