Help Center

If you are experiencing issues with incoming or outgoing text messages, please follow these steps to verify your device is configured correctly:

iOS (iPhone)
For users on iOS 18 or later, built-in app settings have moved to a dedicated section.

1. Enable SMS Fallback:
   • Go to Settings > scroll to the bottom and tap Apps ≫ Messages.
   • Scroll down and ensure Send as SMS (or Retry as Text Message) is turned ON.
     Note: This allows your phone to send messages as regular text when iMessage is unavailable, ensuring communication with non-iOS devices.
2. Verify iMessage Settings:
   • In the same Messages menu, ensure the iMessage toggle is ON.
   • Tap Send & Receive. Ensure your phone number is selected under the "You can receive iMessages to and reply from" section.
3. Check Blocked Contacts:
   • Go to Settings ≫ Apps ≫ Messages ≫ Blocked Contacts.
   • Verify the list does not contain the contact you are trying to reach.
4. Reset Network Settings:
   • If the issue persists, reset your network connectivity (this will delete saved Wi-Fi passwords).
   • Go to Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.
   • The device will reboot. Test the service again.

Android
Most modern Android devices use RCS (Rich Communication Services), which requires an internet connection.

1. Check RCS/Chat Settings:
   • Open the Messages app (ensure it is the default app, not a third-party one).
   • Tap your Profile Picture/Icon in the top right > Messages settings.
   • Tap RCS chats (on older versions, this may be labeled Chat features).
   • Toggle the feature OFF and test your service. If it works, try toggling it back ON, wait for the "Connected" status, and test again.
2. Unblock Contacts:
   • Tap your Profile Picture/Icon ≫ Messages settings ≫ Spam & blocked.
   • Select the contact from the list and tap Unblock.
3. Reset Network Settings:
   • Go to Settings ≫ System ≫ Reset options.
   • Tap Reset Wi-Fi, mobile & Bluetooth (or Reset network settings).
   • On Samsung devices: Settings ≫ General management ≫ Reset ≫ Reset network settings.
   • Confirm the reset. Your device may prompt for your PIN.

⚠️ Still not working?
If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:

• What’s happening: (e.g., "I can text, but I can't make calls.")
• Phone Info: Your Tello number and the device IMEI.
• Your Location: Your exact address (Street Name and Number, City, State, ZIP) so we can check the towers in your area.
• Error Messages: Any error messages displayed on your phone (if any)
• The steps you already tried: (Just let us know you followed this guide!)

This allows us to check your service further!