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Help Center

Frequently Asked Questions

    3G Shutdown June 2022

    What is the 3G Shutdown?
    The 3G Shutdown, which will happen on June 30th 2022 for Tello, is the permanent closure of 3G networks, which rely on older technology, to make room for more advanced network services, including 5G.

    As a result of this shutdown, many older cell phones will be unable to make or receive calls and texts, including calls to 911, or use data services.

    3G networks are simply outdated and too slow. They also take up valuable space that 4G and 5G networks rely on, aren’t very cost-effective and can even drain your phone’s battery quicker, among other problems.

    With the introduction of phones that often better than computers and the needs of users to connect faster and with higher quality, this new technological era needs to leave 3G behind.

    Not all devices that currently work on our network will work after the 3G shutdown without modifying your phone settings or changing the device itself.
    Even if the current service appears to be working as normal, there is a chance that your device is currently using the 3G network without you noticing.

    All carriers in the USA are shutting down 3G in 2022 and some have already done so.
    The network that Tello run’s on will shutdown 3G permanently on June 30th 2022. See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    Will I be affected by the 3G shutdown?
    How can I turn on VoLTE on my phone?
    When will 3G be shut down?
    The 3G Shutdown will happen on June 30th 2022 for Tello.

    However, it is important that if you are still using 3G, that you take steps to upgrade to VoLTE well before June 30th so as to avoid service loss.

    This “upgrade” may require you to simply enable VoLTE in your phone settings (under the Cellular or Mobile Networks) as long as you have a relatively modern 4G/LTE phone.

    For some iOS users (iPhone 6 and newer), the “upgrade” may require you to get a new Tello SIM. If this is the case then you will see a yellow banner on your Dashboard offering you a free replacement SIM.
    If you are an iOS user and that banner is not there it means you are already using the latest VoLTE-compatible SIM and don’t need to do anything.

    For some, those using 3G devices including some routers, smartwatches, alarm devices, the upgrade will leave you with no option other than acquiring a newer VoLTE-capable device.

    NOTE: There are also a few 4G devices that could potentially be affected if they don’t allow you to enable voice over long-term evolution (VoLTE). If you aren’t capable of enabling VoLTE on your phone, you’ll need to switch to a 4G-compatible phone that is VoLTE-capable.
    You can check our phone collection as they are all VoLTE capable. Or you can simply enroll a new comaptible device into Tello from any seller of your choice.
    You need to do this as soon as possible because you will start to see a gradual decline in 3G services and an increase in 3G service interruption. Also, Tello will not be able to support any 3G calls anywhere in the country after June 2022.
    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    Will I be affected by the 3G shutdown?
    Do I need to buy a new phone?
    Will I be affected by the 3G shutdown?
    There are broadly 4 groups of Tello users who will be affected by the 3G shutdown and who need to take action soon.

    1. 3G-only Device Users
    Users with 3G-only devices including 3G phones, some routers, smartwatches & alarm devices.
    Solution: Acquire a newer VoLTE-capable 4G-comaptible device soon.
    You can check our phone collection as they are all VoLTE capable. Or you can simply enroll a new compatible device into Tello from any seller of your choice.

    2. iOS Users with an old Tello SIM
    Users with iPhones that still have the older Tello GSM SIM installed.
    Solution: Order a free replacement VoLTE-compatible SIM from your online Dashboard, activate it and install it when it arrives.

    3. 4G phone users who have yet to enable VoLTE
    Users with VoLTE-capable 4G-comaptible phones but have not yet enabled the VoLTE option on their device.
    Solution: Go to your phone settings - usually under Cellular or Mobile Networks tabs - fine the VoLTE option and enable it.

    4. 4G phone users who have no option to enable VoLTE
    Users with 4G-comaptible phones but don’t have any VoLTE option in their phone settings.
    Solution: Acquire a newer VoLTE-capable 4G-comaptible device soon.
    You can check our phone collection as they are all VoLTE capable. Or you can simply enroll a new compatible device into Tello from any seller of your choice.

    You will most probably not be affected by the 3G Shutdown if:
    • Your phone displays "LTE" or "VoLTE" or “HD Calling” in its status bar when you make a call.
    • Your phone was purchased new in the USA in the last 5 years & has VoLTE enabled.
    • Your phone is a compatible iPhone 6 or later phone with the latest Tello GSM SIM & VoLTE enabled.
    • Your phone is a compatible Galaxy S5 or later phone and has VoLTE enabled.

    The easiest way to check if your phone needs an upgrade or not is to run your phone IMEI number on our Bring Your Own Device page:
    If you receive the message "Awesome! Your phone wants to join Tello!", then as long as you can find and enable the VoLTE option in your phone settings, your device is VoLTE-capable and should have no issues after June 30th.

    If you receive the message “Oops! Your phone is not compatible with our GSM network.”, then you will need to acquire a new 4G phone VoLTE-compatible phone.

    All the rest of the great features you love about Tello - pricing, plans, data throttling, coverage, - will remain unaffected by the shutdown.

    If you’re on Tello and we think you’ll be impacted by the 3G shutdown, you’ll receive communication from us via SMS and/or email letting you know.
    You can also email us from the Contact page in your online account but ensure you provide us with the make and model of your phone as well as the IMEI.

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    How can I know if I am already using VoLTE or not?
    How can I turn on VoLTE on my phone?
    How can I know if I am already using VoLTE or not?
    There are several ways to check this:

    1. Place a test call
    • Turn Wi-Fi OFF on your phone
    • Place a call through your Tello service
    • Check your phone screen

    If you DO have VoLTE enabled then the status bar on your phone screens should change from LTE to VoLTE or HD Calling.
    If you DON’T have VoLTE enabled then the status bar on your phone screen will change from LTE to 3G.

    2. Check Your Phone Settings
    See How can I turn on VoLTE on my phone? for more details on this option.

    3. Dial *#*#4636#*#*
    Dial *#*#4636#*#* in your Tello dialer. This will take you to a hidden diagnostics menu. Select 'Phone information,' then check if LTE is listed under Voice Network Type.

    4. Place Some Calls And Email Us
    You can also email us from the Contact page in your online account but ensure you provide us with the make and model of your phone as well as the IMEI and ensure you have placed calls from that device in the previous 24 hours.

    Also see:
    Do I need to buy a new phone?
    How can I turn on VoLTE on my phone?
    How can I turn on VoLTE on my phone?
    VoLTE stands for Voice over LTE and it results in improved call quality and reliability.

    Turning on VoLTE requires you to turn on the cellular data setting on your phone.
    VoLTE calls are still billed as minutes and will not generate any extra data usage.

    If you have a relatively modern 4G/LTE-equipped phone, chances are it’s VoLTE capable.

    Enable VoLTE on iPhone/iOS Device.
    Tap Settings > General > Cellular (or Mobile) > Ensure the Cellular Data (or Mobile Data) switch is in the “ON” position.
    Tap Cellular Data (or Mobile Data) Options > Tap Voice & Data.
    Ensure LTE is selected (has a checkmark). If not, tap.
    Ensure the VoLTE slider is in the “on” position.
    These instructions are for the newest iOS version (iOS 14). On older versions of iOS, the process to turn on VoLTE will be very similar.
    If you have an iPad, just ensure that LTE is turned ON and you are good to go.

    Enable VoLTE on an Android
    Depending on the specific Android device you are using, these steps may differ somewhat.
    Tap Settings >Tap Network & Internet >Tap Call > Tap to enable VoLTE / HD Voice/ Enhanced calling.
    OR
    Go to the dial pad of your phone > Tap the 3 dots/menu in top right >Tap Call Settings > Tap to enable VoLTE / HD Voice / Enhanced calling.
    If you can't find VoLTE on your device with either of the 2 guides above then try a general search in Settings.
    The next selection is likely to be something along the lines of Cellular Networks, Call or Call Settings. At this point, look out for any option that mentions VoLTE or Voice over LTE.
    Refer to your device manual or a Google search if you still can't find it on your phone.

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    Will I be affected by the 3G shutdown?
    Do I need to buy a new phone?
    Do I need to buy a new phone?
    The easiest way to check if your phone needs an upgrade or not is to run your phone IMEI number on our Bring Your Own Device page:

    If you receive the message "Awesome! Your phone wants to join Tello!", then as long as you can find and enable the VoLTE option in your phone settings, your device is VoLTE-capable and should have no issues after June 30th.

    If you receive the message “Oops! Your phone is not compatible with our GSM network.”, then you will need to acquire a new 4G phone VoLTE-compatible phone.

    If you do need to buy a new phone, the best way to verify VoLTE-compatibility is by checking the technical specifications of the phone provided by the phone seller.
    You can check our phone collection as they are all VoLTE capable. Or you can simply enroll a new comaptible device into Tello from any seller of your choice.

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    Will I be affected by the 3G shutdown?
    How can I turn VoLTE on my phone?
    Where do I find VoLTE-capable phones?
    The vast majority of new phones these days are VoLTE-compatible especially those that have come out in the last 5 years or so.

    So before you go looking for a new phone, go to your own phone settings to see if your current phone is already VoLTE-compatible but just has not been enabled yet.

    If you do need to buy a new phone, the best way to verify VoLTE-compatibility is by checking the technical specifications of the phone provided by the phone seller.

    You can check our phone collection as they are all VoLTE capable. Or you can simply enroll a new comaptible device into Tello from any seller of your choice.
    When you get a new compatible and unlocked phone simply take the Tello GSM SIM from your current phone and insert it into your new compatible phone.
    Restart your new phone, follow any on-screen steps provided and your device should start to automatically activate the Tello GSM service.
    If you do need a new phone then you need to acquire it as soon as possible because you will start to see a gradual decline in 3G services and an increase in 3G service interruption. Also, Tello will not be able to support any 3G calls anywhere in the country after June 2022.

    Also see:
    How can I know if I am already using VoLTE or not?
    How can I turn on VoLTE on my phone?
    Do all 4G phones support VoLTE?
    No, some some older 4G phones lack the VoLTE capability to make it usable after June 30th.
    If you have an older phone, a quick Google search will tell you whether it supports VoLTE or not.

    Also see:
    How can I know if I am already using VoLTE or not?
    Do I need to buy a new phone?
    What are the benefits of VoLTE?
    VoLTE offers superior audio quality and quicker connections. But that’s not all. Here are all of the benefits of VoLTE:
    • It improves coverage and connection. VoLTE connects calls up to twice as fast as current networks. The frequencies it uses also have far greater reach, so you’ll have even better indoor coverage.
    • Calls are crystal clear. Once again, one of the biggest benefits is sound quality. That’s because VoLTE can transfer much more data than a 2G or 3G network—up to three times as much data as 3G and up to six times as much as 2G, respectively. This is especially noticeable when you call someone else who has a VoLTE-friendly phone.
    • It can also handle video calls. Because VoLTE uses a higher bandwidth, it can handle video calls alongside phone calls. It can also handle conference and group calls.
    • You can use the internet and apps while on a call. Previously, voice calls would slow down your internet. But with VoLTE, that’s no longer a problem, and you can use the internet while on a call.
    • There are no additional fees. Since VoLTE doesn’t use data, you don’t get charged additional fees.
    • It saves battery life. With older networks, your phone would have to switch between networks (e.g. from 4G to 2G), which costs battery life. With just one system, VoLTE, there’s none of that switching back and forth.

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    How can I know if I am already using VoLTE or not?
    How can I turn on VoLTE on my phone?
    Does VoLTE use data?
    No. VoLTE uses the LTE network and is under the same VoIP technology but does not use mobile data at all.
    This is because all the traffic is recognized as voice traffic, so it uses a different routing process than normal data consumption.
    So yes! You can still make VoLTE calls with the data switched off this means no extra charges for you!

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    What are the benefits of VoLTE?
    How can I turn on VoLTE on my phone?
    Will coverage be affected by the 3G Shutdown?
    Coverage will not be adversely affected by the 3G shutdown. In fact, over time indoor coverage should improve. VoLTE connects calls up to twice as fast as current networks.
    The frequencies it uses also have far greater reach, so you’ll have even better indoor coverage.

    See more details on our blog What is VoLTE and Why Do I Need It?

    Also see:
    Will I be affected by the 3G shutdown?
    How can I turn on VoLTE on my phone?
    Will 2G Work for Voice & SMS After the 3G Shutdown?
    Once 3G is shut down, voice will only work through 2G if:
    1. the device is fully compatible, and
    2. 2G coverage is available.
    SMS works via 2G, Wi-Fi, or 5G and so should not be adversely affected by the 3G Shutdown.
    2G is expected to shut down toward the end of 2022.

    Get Started & Activated

    How can I get started with Tello?
    To get started, simply click here to join Tello.
    Once you arrive on that start page, we check your coverage and you choose your Plan.

    Then you either shop for a Tello Phone or Bring Your Own Phone, where you have the option to purchase a Tello GSM SIM. Once you select the option you'd like, you will be guided through the easy purchase process and then, when your package arrives, guided through activation.

    For security reasons, opening an online account can only be done by the customers themselves. Our Support team does not create accounts or place orders for customers and we do not have any physical stores.

    Payment can be made with most credit/debit cards & PayPal. We do not accept checks, bank transfers, Venmo or other payment methods. Tello is a contract-free service and our checkout page shows you the full purchase price (with tax) before you proceed to finalize an order.

    Tello only uses GSM for our new customers.
    Therefore you need an unlocked GSM-compatible phone & a Tello GSM SIM to join Tello.
    When you purchase a Tello GSM SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.

    Once you successfully activate your Tello SIM in your online account, you will then have the option to port in your own phone number.

    Note:
    Tello does not participate in the EBB (Emergency Broadband Benefit) / Lifeline program at this time.
    Which network do you run on?
    We run on America's largest, fastest, and most reliable network.

    While the agreement with our partner doesn't permit us to publicly use their name in our marketing efforts, a quick online search will probably provide you with the answer you are looking for.
    How can I tell how much tax I will pay ?
    All purchases, including those for accounts with multiple lines, are subject to regulatory sales taxes.
    You will be able to see the taxes on the checkout page before finalizing the order.
    Simply choose the Plan or PAYG amount, proceed to the checkout page and enter your billing information.
    Click the "Calculate Taxes" button near the bottom of the page.
    The blue box on the right will show you the initial Plan/PAYG cost, the taxes & surcharges amount, and the total amount to pay.
    Before you proceed with the payment you will know exactly how much you'll be charged.
    How can I activate the service when I receive my new Tello GSM SIM?
    If you have just purchased or received your new Tello GSM SIM, here is how to get the Tello service activated.

    When you purchase a Tello GSM SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
    You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.

    When the package arrives, follow these steps:
    1. Go to the "My SIM" section of your Tello online account.
    2. Complete the field(s) required and follow the prompts.
    3. Once the website has confirmed that the activation process has finished which can take up to 20 minutes, wait another 5 minutes.
    4. Insert the new Tello GSM SIM (logo side up) and switch the fully charged phone ON.
    5. Follow any on-screen steps provided and your phone should start to automatically activate the Tello service.
    6. If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
    7. You can also manually activate your phone by following the steps under the FAQ at the bottom of the My SIM page.
    8. Start calling, texting & surfing the web with Tello!

    Tello Phone Number & Porting
    Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
    You will not be able to port in a new number (to replace that Tello number) until you have successfully activated that SIM in your online account.

    Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in.
    The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.

    If you need help inserting the SIM, see How do I insert the Tello GSM SIM card?
    How can I activate the service when I receive my new Tello Phone?
    If you have just purchased or received your new Tello Phone, here are the next steps to get the Tello service activated.

    Your phone will arrive in a plain generic packaging box with simply the device, battery & charger.

    It will not contain any manual or guide or accessories.
    The phone manual is available in your online account, however.
    Simply go to our Phones page, click "View Details" and scroll down to the Tech Specs section where you will see "User Manual".

    When the package arrives, follow these steps:
    1. Unpack the phone, plug it in and leave it to charge fully.
    Do not turn it on yet.
    2. Go to the "My SIM" section of your Tello online account.
    3. Complete the field(s) required and follow the prompts.
    4. After activating the service, which can sometimes take up to 20 minutes, wait another 5 minutes and then switch your fully charged phone ON.
    5. Your phone should start to automatically activate with the Tello service.
    6. If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
    7. You can also manually activate your phone by following the steps under the FAQ at the bottom of the My SIM page.
    8. Start calling, texting & surfing the web with Tello!

    Tello Phone Number & Porting
    Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
    You will not be able to port in a new number (replace that Tello number) until you have successfully activated that SIM in your online account.

    Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in.
    The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.

    When you activate the service with Tello, all your APN settings are usually set automatically.
    However, if you're having any issues with data, hotspot, MMS or group messaging, you need to check your APN settings to make sure that they're correct.
    See "What APN settings are needed with Tello?"
    How do I know if Tello will work for me?
    There are a few easy ways to check if Tello is the perfect fit for you:

    1. Check the coverage map to verify the service in your area.
    Please be aware that outside factors like terrain, building structures, weather, and other conditions may also interfere with the actual service available. When you intend to travel out from your regular location, consult the coverage map again to check for service in the areas to which you will travel.
    2. If you are bringing your own phone, make sure your device is compatible with Tello. It must be GSM, VoLTE, use our Bring Your Own Phone checker to confirm.
    3. If you are bringing your own phone, make sure your device is unlocked.
    You need to check this with your current provider. Tello cannot check locked status or unlock any locked devices.
    Will my phone work with Tello?
    If your phone fulfills 2 requirements - compatible and unlocked - it should work with Tello:
    1. Compatible
    This is something you can check quite easily.
    In general Tello GSM-Compatible BYOP devices usually include:
    • Most unlocked, GSM-network phones
    • Most unlocked T-Mobile, AT&T, Cricket Wireless, Simple Mobile, and Straight Talk phones
    • Many 4G LTE phones used on Verizon may also work with Tello GSM as long as they have been unlocked.
    • Only models manufactured for the US market will activate on our network - phones made for overseas markets will not work.
    Please don't contact our support team with just the make & model of the device because with just that information we cannot say for certain if it will be compatible with our network.

    Here is how you can quickly & easily check compatibility yourself:
    • You have the Phone to hand:
      If you have the device to hand, then you have access to the IMEI and so you can use our online device checker at https://tello.com/bring_your_own_phone.
      This is a very reliable checker (our Customer Support team uses the same checker!) so you can trust the results from this.
    • You don't have the Phone at hand:
      If you don't have access to the IMEI, you must look at the device's tech specs and check them off against the 2 compatibility requirements listed below.
      The "tech specs" of the phone you have (or are considering purchasing) will contain the information related to these requirements.
      You will find them in the description of the device you are thinking about buying (ask the seller directly), in the manual of the device you already purchased or via an online search.
      • (a). VoLTE
        VoLTE means Voice over LTE and provides crisp, clear audio quality and helps prevent dropped calls.
        The device must support VoLTE (the type of VoLTE compatible with our network).
        Older phone models tend to be missing this feature more often than newer models.
      • (b). Bands
        The device must support (at a minimum) the following set of LTE bands:
        • Band 2 (1900 MHz)
        • Band 4 (2100 MHz)
        • Band 12 (700 MHz)
    However, for best service on our GSM network, your phone should have at least 1 of the following bands/frequencies in addition to the above 3:
    • Band 5 (850 MHz)
    • Band 66 (1700 Mhz)
    • Band 71 (600 MHz)
    For example, if the phone has bands 2, 4, 12, and 71, then that is ideal.
    Phones made for overseas markets and older phones are more likely not to accommodate these band requirements.

    2. Unlocked
    Whether you device is compatible or not, the phone needs to be unlocked.
    Unlocked and Compatible are 2 completely different unrelated requirements.
    Our device checker can check for compatibility only - you must check that the phone is unlocked.
    So even if you receive the "Awesome" message on our device checker, you still need to check if the phone is unlocked or not.

    Contact the existing carrier to confirm the locked status of the device or if you are buying a new phone, confirm with the seller.
    Locked phones will not work on Tello and we do not lock or unlock any phones so this can only be checked with your carrier or the phone seller.

    In summary, when acquiring a new device, please ensure it supports the 2 technologies outlined above and of course check with the seller or carrier that it is unlocked.
    You can also purchase a compatible device (with a free Tello GSM SIM) from us.
    See our phones selection.
    Note:
    Mobile routers (e.g. Netgear) will not work with Tello. Only a Tello GSM SIM will work on Tello. No other SIMs will work. Once you successfully bring a compatible & unlocked phone through our device checker page at https://tello.com/bring_your_own_phone, then simply follow the prompts to acquire a Tello GSM SIM and proceed to checkout.
    How do I know if I have coverage in my area?
    Check our GSM Coverage Map to verify service in your area.
    The icons in green will show the expected coverage in that location (outdoors, indoor residential, etc.) for certain device types.

    Enter multiple addresses/ZIP codes to check all the areas where you live work and play.
    If you intend to travel, you should check the destination coverage before setting off.

    Although we provide Wi-Fi Calling & Text for areas with poor coverage (and overseas), you will still need good coverage so as to get the service activated initially.
    Does my phone need to be unlocked?
    Your phone must be unlocked to get Tello GSM service.

    An unlocked phone is a phone that is not tied to a carrier or a phone plan.
    It allows you to move freely to choose the best provider for you.
    If you're on a prepaid or pay-as-you-go plan, your phone is probably unlocked.
    However, if you're on a two-year contract or something similar, your phone is probably carrier-locked until you finish paying it off.
    Phones need to be unlocked prior to activating your Tello service and only you can confirm this with the phone carrier or phone seller.
    Tello cannot check if your phone is locked and we cannot unlock devices.

    Unlocked and Compatible are 2 completely different unrelated requirements.
    Our device checker can check for compatibility only - you must check that the phone is unlocked.
    So even if you receive the "Awesome" message on our device checker, you still need to check if the phone is unlocked or not.

    If you try to use the service without getting the phone unlocked from the previous carrier, then you are likely to get SIM error messages on your device and won't be able to use Tello until your previous carrier unlocks the device.
    What kind of SIM is required to use the Tello service?
    Only a Tello GSM SIM will work on the Tello GSM service.
    SIMs from other providers - even other GSM providers - will not work on Tello.
    SIMs from Tello that you received before February 2021 (CDMA SIMs) will not work on the Tello GSM service.

    There are 2 ways to purchase a Tello GSM SIM.
    1. Go to our Bring Your Own Phone page, enter your IMEI and follow the prompts.
    2. Purchase a Tello SIM Kit from Amazon (when in stock)

    When you purchase a Tello GSM SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
    You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.

    If you already have Tello GSM service, then you can use that same Tello GSM SIM card on any other compatible and unlocked device.
    For example, when you want to change your phone, just insert your current active Tello GSM SIM into the new compatible and unlocked phone, restart the device and you should get Tello GSM service on your new device within 20 minutes.

    If you buy a phone from us it comes with a free Tello GSM SIM included so no need to buy a new one.

    A Tello GSM SIM for a new account or line needs to be activated in your Tello online account within 30 days from the purchase date. If not, it will automatically expire.
    A Tello GSM SIM has 2 years from the purchase date before it will expire as does a Tello GSM SIM purchased from Amazon.
    The SIM automatically becomes obsolete once the phone number it is activated with expires. After that it cannot be reused.
    What's the expiry date of a Tello SIM?
    A Tello GSM SIM for a new account or line needs to be activated in your Tello online account within 30 days from the purchase date. If not, it will automatically expire.
    A Tello GSM SIM has 2 years from the purchase date before it will expire as does a Tello GSM SIM purchased from Amazon.
    The SIM automatically becomes obsolete once the phone number associated with it expires. Once this happens, the SIM cannot be reused.
    How can I order a Tello GSM SIM card for a NEW line?
    To purchase a Tello GSM SIM card, you first need to confirm device compatibility through our device checker page.
    This checker cannot check if your device is unlocked so you will need to confirm that with your previous provider or the device seller.
    • When you see the "Awesome" message click "Continue"
    • On the Checkout Page click "Buy SIM"
    • Assuming the SIM is for a new line, select NEW LINE from the dropdown menu
    • Fill in any other required fields and "Finalize Order."

    When you purchase a Tello GSM SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
    You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.

    When the new Tello GSM SIM card arrives, first activate the service in your online account, insert the new SIM, follow the on-screen prompts & start using the service.

    Tello Phone Number & Porting
    Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
    You will not be able to port in a new number (to replace that Tello number) until you have successfully activated that SIM in your online account.
    Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in request
    The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.

    Tello CDMA SIMs and GSM SIMs from other providers will not work on the Tello GSM network.
    Only a Tello GSM SIM will work.
    How can I order a replacement Tello GSM SIM card for an existing line?
    To purchase a replacement Tello GSM SIM card for the device already active on Tello, go to the "My SIM" page of your online account.
    Scroll down until you see a section called "My SIM".
    Click "Buy Tello SIM". and you will land on the Checkout Page.
    Check that the pre-filled fields on the Checkout Page are correct, complete any required fields, and click on the green "Finalize Order" button at the bottom.

    Important Shipping Information
    Where applicable, you MUST include your Apt Number, Suite Number, or Unit Number in the "Address" field in the "Shipping Information" section.
    Otherwise, your package may be severely delayed or may not be delivered at all.
    Click the “Use my address” option to edit or change the current shipping address displayed.

    Security PIN
    On the checkout page, you may be asked for your Tello Security PIN to complete the order process.
    This is an important step in ensuring your account remains secure.

    If you can't recall or can't find the Security PIN we issued to you in the "Welcome" email we sent you on registration, then go to the Reset Security PIN page of your online account (not the "My Tello" App).
    • Check the phone number to which the reset code will be sent, as an SMS.
    • Click the blue "Request Reset Code" button.
    • You should then receive the reset code on your phone via SMS.

    Note: You must have the SMS services "ON" for this action.
    When the new Tello GSM SIM card arrives, activate it in your online account, insert the SIM into your phone & start using the service on the new Tello GSM network.
    How do I insert the Tello GSM SIM card?
    On most phones, the SIM card can only be installed one way, with the logo side up and the cut-off corner of the sim card matching with the cut-off corner of the phone's SIM tray.

    When you purchase a Tello GSM SIM, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
    You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.
    Follow these simple steps to install the SIM correctly but only AFTER you have activated the SIM from your online account.

    1. Turn off your phone. If you already have an old SIM Card in your phone, remove it using a SIM card eject-tool or the tip of a paper clip.
    2. Take a close look at your phone's SIM Card tray size and then note the three different sized cut-out SIM options we sent you.
    3. Carefully punch the size that will fit your phone and insert the new SIM logo side up. Your Tello SIM is now installed.
    4. Turn on the phone, follow any on-screen steps provided and your phone should start to automatically activate the Tello service.
    5. If by chance your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
    You can also manually activate your phone by following the steps provided under the FAQ at the bottom of the My SIM page.

    Video Tutorials & Phone Manual
    Your phone manual (or a google search) will also tell you what sized SIM your phone requires (mini, micro, or nano) and tell you where the SIM slot is located. You can also check online video tutorials on how to install your SIM correctly.
    What will be my new Tello phone number?
    Your new Tello phone number will be auto-allocated based on the zip code entered & area code availability.
    There is no way to control the exact prefix assigned, but the prefix will be from the area code you register.
    You are free to either use the new Tello number allocated or port in your own number.

    Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
    However, you will not be able to port in a number (to replace that Tello number) until you have successfully activated that SIM in your online account.
    Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in.
    The port-in option will only become available & visible after a successful SIM activation and it can only be done from your online account.

    If you use the Tello phone number allocated but find that another caller name is still displaying from it, simply email our Customer Support team with the following information to get this rectified:
    • Tello Phone Number affected
    • Current Display Name
    • Any Phone number where this incorrect name has appeared
    How can I change my phone number?
    As a one-time exception, we can change your phone number.

    However, please be advised that if your request is due to receiving spam calls or messages, changing numbers may not solve the problem.
    Spam marketing is done by a robo dialler that makes callouts without bias and so changing numbers does not prevent this.
    For spam calls & messages, it is recommended that you download a free call blocker App which are able to block robocalls & messages.

    If you find that another caller name is still displaying from your Tello phone number, there is no need for a number change.
    Simply email our support team with the following information to get this rectified:
    • Tello Phone Number affected
    • Current Display Name
    • Any Phone number where this incorrect name has appeared

    If you do choose to requests a new number, please be advised that we are not able to give you a specific number or request a specific area code.
    We can only assign you a number based on your address, but the number will be randomly assigned and will have an area code related to the address provided.

    To initiate this you need to email us with the following information:
    1. The reason why you would like your phone number to be changed.
    2. Which phone number you want to be replaced (especially important for multiple-line accounts).
    3. Your full address.
    4. State the preferred area code related to your address.

    Note: Keep in mind that a specific area code might not be available.
    How can I bring my current phone number over to Tello?
    Transferring your number to Tello is fast and easy (and free) but for security reasons, it must be made via your online account only. (This feature is not available in the "My Tello" App).

    Firstly, you need to ensure that, you have received and successfully activated your new Tello GSM SIM in your online account.
    If you have not done so already, go to https://tello.com/activate and follow the prompts to activate the service.

    Once you have successfully activated the Tello GSM service, follow the steps below to start the number transfer process.

    Submit your number transfer request directly from: https://tello.com/account/port_in.
    (The port in form will only become available & visible after successful SIM activation.)

    - Enter the phone number you wish to transfer and click "Check" - If the number can be ported, you will be prompted to fill in the port-in details and follow the prompts.

    Note:
    If you have not done so already, you will need to contact your current provider to retrieve the following information directly from them:
    • Account number from current provider
    • PIN number from current provider
    • Your address as listed on the phone bill
    • First name and last name as listed on the phone bill
    • If the number to port is a landline, the last 4 digits of your Social Security Number

    Consult our "Carrier Transfer Information" to help guide you in the right direction.

    The speed of the port-in process depends on your current provider and can take anywhere from 2 hours to 2 working days for regular mobile numbers and up to 5 working days for landline and VOIP numbers.

    If any of the information submitted is invalid and is not corrected by you within 3 business days we may cancel the port request.
    Once the port in is submitted, any notification about the port in status will be sent to the email address you registered with Tello.

    Note:
    • Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.
    • If 3 business days pass after the successful porting, and your Caller ID still shows the wrong number, please email our Support team with the details.
    I received my Tello SIM/Phone today. How can I port my number?
    Firstly, you need to ensure that, you have received and successfully activated your new Tello GSM SIM in your online account.
    If you have not done so already, go to the Activate SIM section of your Tello online account and follow the prompts to activate the service.

    Once you have successfully activated the Tello GSM service, go to your Port In page. (The port in form will only become available & visible after successful service activation):
    • Enter the phone number you wish to transfer and click "Check".
    • If the number can be ported, you will be prompted to fill in the port-in details and follow the prompts.

    Note:
    If you have not done so already, you will need to contact your current provider to retrieve the following information directly from them:
    • Account number from current provider
    • PIN number from current provider
    • Your address as listed on the phone bill
    • First name and last name as listed on the phone bill
    • If the number to port is a landline, the last 4 digits of your Social Security Number.
    Consult our "Carrier Transfer Information" to help guide you in the right direction.

    The speed of the port-in process depends on your current provider and can take anywhere from 2 hours to 2 working days for regular mobile numbers and up to 5 working days for landline and VOIP numbers.

    If any of the information submitted is invalid and is not corrected by you within 3 business days we may cancel the port request.
    Once the port in is submitted, any notification about the port in status will be sent to the email address you registered with Tello.

    Note:
    - Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.
    - If 3 business days pass after the successful porting, and your Caller ID still shows the wrong number, please email our Support team with the details.
    I have multiple lines to activate and I received multiple SIMs. Which SIM should I activate for which line?
    The way to activate the correct SIM on the correct line is to match the tracking code of the package to the one that shows in your online account.
    Go to the My SIM page of your online account.
    In the Confirm Your Delivery section you will see a tracking code in the "Follow your delivery" field.
    Match that tracking code with the one listed on the package the SIM arrived in and that SIM is the correction one to activate on that line.
    How can I buy a phone from Tello?
    All Tello Phones on our website are Tello GSM compatible and unlocked and ready to activate and use.
    Take a look at our phone selection.

    Just note that when you arrive on the Checkout Page, you should click the "Buy SIM" button (even though all our phones come with a free GSM SIM).
    You will see that the SIM is then discounted 100%.

    Delivery
    Your phone will arrive in a plain generic packaging box with simply the device, battery & charger.
    It will not contain any manual or guide or accessories.
    The phone manual is available in your online account, however.

    Simply go to our Phones page, click "View Details" and scroll down to the Tech Specs section where you will see "User Manual".

    Once you have received and successfully activated the Phone/SIM in your online account, you can then port in your own number to us by submitting a port-in.
    The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.
    What can I expect from a phone purchased from Tello?
    All Tello phones - new & refurbished - are Tello GSM compatible, unlocked and have a 30-day warranty.
    They also come with a free Tello GSM SIM.
    Your Tello phone will arrive in a plain generic packaging box with simply the device, battery, SIM & charger.
    It will NOT contain any manual, guide, earbuds or other accessories.
    You can view and download the device user guide on the Tello phone page https://tello.com/phones.

    Buying a device from our website guarantees that the device is ready to be used with Tello.
    Phones purchased through Tello are specifically optimized for Tello GSM service and are fully unlocked for GSM (T) networks.
    We cannot guarantee that the phones we sell will work on other networks.
    Where can I find the user manual for my Tello phone?
    1. Go to the Phones page at https://tello.com/phones.
    2. Click "View Details" of the device you purchased.
    3. Scroll down to the "Tech Specs" section.
    4. Find the "User Manual" field on the bottom right-hand-side.
    5. Click on "View & Download".
    6. This will OPEN the User Manual only.
    7. You can now just view the manual or download it if you wish.
    What kind of devices will work with Tello?
    The Tello service can be used on unlocked & compatible smartphones and tablets.
    iPads & Tablets
    As long as the tablet is unlocked, VoLTE-capable and meets Tello's compatibility requirements, then the Tello service will work on your tablet.
    Just bear in mind that if you want to use your tablet for calls, you will need a VoLTE (voice over LTE) app and a pair of headphones.
    Calls and text messages from your tablet will be over a data connection or Wi-Fi, instead of our cellular network.
    You may also have the option of setting up Wi-Fi Calling & Text on your tablet depending on the make & model of tablet.
    The "My Tello" app can also be used on your tablet but remember that it is for making calls only - you cannot receive calls or send or receive text messages via this app.

    Watches
    At the moment Tello does not support service on any smartwatches.
    We hope to have this available by the end of 2022.

    Modems & Routers
    Tello does not support the use of MiFi, netgear, modems or router devices.
    What is a certified refurbished phone?
    A certified refurbished phone is a tested and completely reconditioned device that looks like new.
    The parts used during the reconditioning process (such as display, case, jack, etc) are new but are not original.
    Refurbished phones are usually phones that were returned in the following days after purchase and were completely reconditioned.
    Their functionality was 100% tested and even if refurbished phones may not have the original box, they are shipped with charger & battery (minimum 80% of the original capacity of the battery).
    It will not contain any manual or guide or earbuds or other accessories.
    Certified Refurbished Grade A stands for the very best quality that you could expect from a refurbished phone.
    How do I transfer my contacts from my old phone to my new phone?
    Transferring your contacts is always one of the most important tasks when setting up your new phone.
    Luckily, there are several quick ways to transfer your contacts from your old phone to your new phone.

    Bluetooth
    Most phones - especially iPhones - will allow you to transfer your contacts via Bluetooth.
    When transferring with Bluetooth, ensure Bluetooth is switched ON on both devices and follow the on screen instructions.
    To find out more on connecting with Bluetooth, please refer to your phone owner's manual.

    Google Sync
    If both your old phone and new phone are Android phones, you can most likely use Google sync.
    Google sync can be found in app markets or by visiting https://support.google.com/a/answer/135937.
    You will need to create a Gmail account in order to use sync.

    If you are transferring to a new smartphone with an Android operating system, it should already have Google sync installed.
    Now, make sure you have your old phone set up and sync it to your Gmail.
    Your new android should download it automatically and appear in your contacts or people listing after you finish your initial setup.
    You will find lots of information from the Google mobile website to help you get started.

    SD Card
    If you have an Android phone, you can transfer your contacts using a SD memory Card.
    All phones are a little different but most are similar when transferring your contacts to your memory card.
    Consult your device manual for a step-by-step on how to transfer contacts.
    Are the "New" devices you sell really new?
    Yes, they really are new devices.
    However they are repackaged devices.
    Therefore the plain generic packaging box will arrive with simply the device, battery, SIM & charger.
    It will not contain any manual or guide or earbuds or any other accessories.
    My battery does not last long, what can I do?
    Please make sure that you check the standard battery life for your device in the device manual at https://tello.com/phones.
    The battery life should have at least 80% of the original capacity of the battery life stated in the manual.

    If you determine the battery is draining too fast, please try the following:
    - Select settings to save battery
    Change screen display
    Disable keyboard sound and vibration settings

    - Reduce battery discharge in the background
    Limit the apps that use the most battery

    - Enable smart battery and battery optimization options
    Disable power-hungry features
    Delete unused accounts

    - Take care of your device's battery
    Keep the battery at low temperatures
    Charge your device (just enough)

    If you still require assistance, email our support team with the details.
    My Tello phone is not charging. What can I do?
    To rule out an issue with your charger cable or charging port, please try to charge the device with a different charger.
    If you still require assistance, send an email to our support team with the details.
    How can I use my device overseas?
    GSM Phones purchased from Tello are already unlocked and so no international unlock is required for use overseas.
    If you came to Tello with a locked device then you will need to get the device unlocked with the original carrier.
    Tello does not lock or unlock devices.

    We don't offer roaming just yet but we do have 2 great alternatives for calling and texting when you are traveling abroad or simply in an area of poor coverage at home.

    WiFi Calling & Text
    This is a feature available on the vast majority of Tello GSM-compatible phones and you can check your phone settings to confirm.
    It allows for calling & texting via the closest available WiFi network which could be at a hotel, your office, at home, or even a WiFi hotspot.

    If you have set up Wi-Fi Calling correctly, it does not use up data from your Tello data plan, it just uses minutes from your calling plan as normal.

    See more details on this blog.

    "My Tello" App
    You also have the option of using our free "My Tello" app to make calls through Wi-Fi.
    You cannot receive calls via the App and texting is also not available via the App - it is only to make calls.

    The "My Tello" app is free to download for iOS and Android users.

    When calling from the Tello app in the USA using your own Data plan, the costs are higher than if you were using the regular Tello calling service because the App uses your Data allowance.
    On average, the app uses 1 MB/min.
    Therefore, please use the App over a Wi-Fi connection if possible.

    To make a call, simply dial the destination number from the keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is in international format).
    What is an M-Rating when it comes to hearing aid compatible devices?
    M-ratings refer to reduced hearing aid device interference. Some people with a hearing aid device experience a buzzing or whining noise when using a wireless phone. Phones with an M-Rating of M3 or M4 meet FCC requirements and are less likely to generate interference with hearing devices than phones that are not labeled. Based on current standards, M4 is the higher rating among the two. You can verify the hearing aid rating on each phone page.
    My port in request says “In Progress” but it's now past the “Estimate completion date” stated on my port request. How do I proceed?
    This means that you need to contact your previous provider as soon as possible and ask that they acknowledge Tello’s porting request and release your number so that we can proceed with the transfer.

    The porting request should then proceed successfully and automatically within a few hours of them confirming the release and you will then receive an email to confirm that the transfer has been successful.
    Once your port is successful, you need to restart your phone and follow any on-screen prompts to allow hands-free activation to kick in.

    If your porting request is still not successful 1 full business day after your previous provider confirmed to you that they released your number, then email us with the details.

    If we do not receive any response from your previous provider within 3 business days of the original port submission date, then the port request will be canceled.

    Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.
    My port in request says “Failed” but does not give the reason why? How do I proceed?
    This means that your request to transfer your number to Tello was rejected by the current provider.
    You need to contact that provider as soon as possible and confirm 2 things with them:
    1. that all the port information that you provided to Tello is 100% correct.
    2. that they have acknowledged Tello’s porting request and will release your number so that we can proceed with the transfer.
    When that provider has confirmed the 2 issues above, then email our Customer Support team to confirm this and we will re-submit the port request on your behalf.
    If we do not receive any response from your previous provider within 3 business days of the original port submission date, then the port request will be canceled.

    Successful Ports
    Once your port is successful, you will be notified by email.
    You then need to restart your phone and follow any on-screen prompts to allow hands-free activation to kick in.
    Even after your number has been successfully ported to Tello, it may take up to 3 business days before your ported number is reflected correctly as your Caller ID.

    Orders & Returns

    When will my order be delivered?
    The delivery time of the package depends on what time of day the order was processed, the shipping option you selected and if a complete & correct shipping address was entered.
    • If you chose Free Standard Shipping (USPS) and your order was processed before 12 Midday EST today, then you can expect to take delivery in 4 to 10 business days from today. Normally it takes just 4 or 5 business days but can take up to 10.
    • If you chose Priority Shipping (USPS) and your order was processed before 12 Midday EST today, then you can expect to take delivery in 3 business days from today.
    • If you chose 2-Day Shipping (UPS) and your order was processed before 2 PM EST today, then you can expect to take delivery in 2 business days from today.
    Where applicable, you MUST include your Apt Number, Suite Number, or Unit Number in the shipping address you provide.
    Otherwise, your package may be severely delayed or may not be delivered at all.

    With any delivery option, further delays may occur due to such things as national holidays, weather conditions, your location, transportation issues, or shopping holiday backlogs (Black Friday, Cyber Monday, Christmas, etc).
    If you still did not receive your package 2 days after the latest timeframes outlined above, then please email our support team with the order number so we can provide a solution.
    Once the order status shows “Successful” or “Shipped”, you can then track the delivery progress from your Dashboard.
    Click on the tracking code provided to get the latest USPS/UPS delivery status. USPS/UPS may also add some important information there which may affect the delivery time so ensure you read that also.

    Your billing cycle only starts from the time you receive & activate the package in your online account.

    Also see Why does my order say “Preparing Your Package”? and Why is my order status “pending”?.
    Why does my order say “Preparing Your Package”?
    If the order status says "Preparing Your Package" then it means that the package is being finalized and will soon be on its way.
    If you chose Free Standard Shipping (USPS), then it is not uncommon for your order status to remain with the status of “Preparing Your Package” for up to 3 business days.

    As soon as the package begins its journey, the status will change from “Preparing Your Package” to “Shipped” (and “Successful”).

    You can then track the delivery progress from your Dashboard.
    Click on the tracking code provided to get the latest USPS/UPS delivery status. USPS/UPS may also add some important information there which may affect the delivery time so ensure you read that also.

    Also see, When will my order be delivered?
    Why is my order status “pending”?
    If the order status says "Pending” then it means that the order is undergoing a quick review and is in a waiting queue to be processed.
    The review normally takes between 2 and 5 minutes but occasionally our Support team may need to reach out to confirm some details with you.

    Check the latest status of your order in your Dashboard after 5 minutes.
    If it is still showing “pending”, then check your inbox for an email from us or email our support team with the order number so we can provide a solution. You are only charged for “Successful” orders.

    Also see, When will my order be delivered? and Why does my order say “Preparing Your Package”?
    I joined Tello. How can I keep my phone number?
    You can bring your own phone number (to replace that Tello phone number) as soon as you have activated the SIM in your online account.
    If you brought your own Tello SIM & Phone and your order is Successful, you can immediately port-in your own number to Tello by submitting a port-in.
    If you purchased a Tello SIM from this website, then you will be able to port in your own number as soon as you receive and activate that SIM in your online account.
    The port-in option will only become available & visible AFTER a successful SIM activation and it can only be done from your online account.
    I just placed my 1st order. What is my Tello phone number?
    Your new Tello phone number will be auto-allocated based on the zip code entered & area code availability.
    There is no way to control the exact prefix assigned, but the prefix will be from the area code you register.
    You are free to either use the new Tello number allocated or port in your own number.

    Bring Your Own SIM
    If you brought your own Tello SIM & Phone and your order is Successful, then you can see your new Tello phone number right now on your Dashboard.

    Purchased Tello SIM
    If you purchased a Tello SIM from this website, then as soon as you receive and activate that SIM in your online account, the new Tello phone number will be visible on your Dashboard.

    Keep Your Own Phone Number
    Every SIM activation for a new line generates a new Tello phone number, whether you wish to replace that new number with your own number or not.
    You can bring your own phone number (to replace that Tello phone number) as soon as you have activated the SIM.

    After you have successfully activated the SIM in your online account, you can port in your own number to Tello by submitting a port-in.
    The port-in option will only become available & visible after a successful SIM activation and it can only be done from your online account.

    Change The Caller Name
    If you use the Tello phone number allocated but find that another caller name is still displaying from it, simply email our support team with the following information to get this rectified:
    • Tello Phone Number affected
    • Current Display Name
    • Any Phone number where this incorrect name has appeared.
    How can I track the delivery of my order?
    You can track the delivery progress yourself from your online Tello account.
    Click on the tracking code provided to get the latest USPS/UPS delivery status.
    USPS/UPS may also add some important information there which may affect the delivery time so ensure you read that also.

    If the order status says "Pending" or "Preparing Your Package" then it means that the package is being finalized and will soon be on its way.

    Also, here are our delivery options:
    • Standard (USPS): 4-10 Business Days if your order is processed before 12 Midday EST - $0
    • Priority (USPS): 3 Business Days if your order is processed before 12 Midday EST - $5
    • Two-Day (UPS): 2 Business Days if your order is approved before 2pm EST - $15

    If you still did not receive your package 2 days after the latest timeframes outlined above, then please email our Customer Support team with the order number so we can provide a solution.
    If you paid for expedited delivery and it did not arrive within the expected time, then email our Customer Support team with the order number.
    I still don't have a tracking code, why?
    If the order status says "Pending" or "Preparing Your Package" then it means that the package is being finalized and will soon be on its way. Once the package is shipped you will be able to track your order from your online account.
    I already shipped the phone back. When will I be refunded?
    We will issue a refund for the returned phone, as soon as it reaches our warehouse and it has been confirmed as returned, unlocked, and verified for condition.
    If you return the phone immediately, this process will take up to 15 business days to be completed from the day you post.

    If you request it, we may instead be able to send you a replacement device, for the same phone brand & model if it is still available on the website.
    Can I get a replacement device instead of a refund?
    We cannot guarantee that the same phone brand & model will still be available by the time the returned device has arrived at our warehouse.
    A replacement is possible only if that same phone brand & model is still available on our website at the time the device has been confirmed as returned and verified.
    You can certainly request that our Customer Support team send a replacement if available but we can not guarantee availability.
    If the same phone brand & model is not available and the returned device is in good standing, we will issue the refund instead.
    Why does my order status say “Failed”?
    The most common causes for this are:
    • You may simply have entered incorrect card details. Re-enter the details carefully under "Payment Method" on the "Checkout" page.
    • It may be that the card issuer refuses to authorize the requested amount until they can speak directly with you to verify recent activity or credit balance on your account. Just call the number at the back of your card and the card-issuing bank can confirm the reason for the decline.
    • You received a new/updated card recently, or the current card expired. In this case, you should select the “Add a New Card” option from the drop-down under the Payment Methods section of the checkout page.
    What delivery options do you offer?
    These are our delivery options:
    • Standard (USPS): 4-10 Business Days if your order is processed before 12 Midday EST - $0
    • Priority (USPS): 3 Business Days if your order is processed before 12 Midday EST - $5
    • Two-Day (UPS): 2 Business Days if your order is approved before 2pm EST - $15
    If you still did not receive your package 2 days after the latest timeframes outlined above and the online tracking code does not provide an explanation, then please email our Customer Support team with the order number so we can provide a solution.
    If you paid for expedited delivery and it did not arrive within the expected time, then email our Customer Support team with the order number and request a refund.

    We only ship within the USA. We do not ship to Canada, Mexico or further afield.
    I purchased a phone from Tello, but I am not happy with the device. How can I return it?
    All phones (new or refurbished) purchased from Tello have a 30-day warranty.

    If during the first 30 days, you wish to return the phone then email our Customer Support team with the order number and the reason for return. We will send you a shipping label to return the device & accessories.

    The following steps need to be fully completed before any replacement or refund is made.
    Not complying with these steps may result in indefinite delays with return processing and/or forfeiture of replacement or refund requested:
    1. The device needs to be posted back before the device warranty expires which is 30 days from the order date.
    2. The return package needs to include everything that was originally sent to you - the device, charger, any other accessories, except the SIM card. You can keep the SIM card to use it with another device.
    3. The device needs to be fully unlocked before returning and a factory reset of the device is also required. Unlocking means that the phone must be completely free of any pattern-lock, Google account, phone PIN code, Touch ID, Apple ID, or any similar personal link that may lock the phone to you.
    4. The returning device must be packed safely and arrive undamaged and unscratched. Devices returned with scratches or user damage (e.g dropping the phone) will not be refunded or replaced.
    5. The device must be returned using the shipping label we provide - no other.

    It can take up to 15 business days from the day you post, for the package to be received at our warehouse and then checked and verified.

    If you wish to continue using our service, we can suggest 2 options:
    Option 1:
    No service interruption.
    You can purchase another device from our website that will reach you before you return the current phone.
    We will issue a refund for the returned phone, as soon as it reaches our warehouse and it has been checked and verified for the condition.
    If you return the phone immediately, this process may take up to 15 business days to complete.

    Option 2: A few weeks of service interruption.
    You can return the current device and wait until it reaches the warehouse, and you can check if we can send you a new replacement phone.
    However, a replacement is possible only if that same phone make & model is still available on our website at the time the device has been confirmed as returned and verified.
    We cannot guarantee that same phone availability.
    This can take up to 15 business days.

    Please see our Phone Warranty and Return Policy for more details.
    I did not receive the package. What should I do?
    Firstly, check the estimated delivery timeframe for the item & shipping method chosen.
    Secondly, check the tracking info for your package in your account dashboard.
    If the USPS message says "Your item was delivered in or at the mailbox..." and you still have not received the item, then please check if any family members or housemates may have picked up the package on your behalf.
    Also, please check with neighbors if the package was delivered in the wrong mailbox.
    In case you are still unable to find your package, please email our Customer Support team with the order number.

    Plans & Services

    How can I change or cancel my Tello plan?
    You can upgrade, downgrade or cancel your plan from your online Tello account or using the free "My Tello" app (Android version).
    Log into your online Tello account and you will arrive on the "My Tello" - "Dashboard" page.
    There you will see the "My Plan" box with options to either Change or Cancel your plan.

    The "Change Plan" button will provide you with the option to either upgrade or downgrade your plan where available.
    Upgrading or downgrading your plan will immediately replace your existing plan with the new one selected and your new billing cycle will start immediately.
    You will be charged today for the new plan once you complete the checkout process and the newly configured plan will be active from that very moment.

    There is no option to change your plan today to take effect on the next billing cycle.
    You will be charged today for the new plan and renewal will be in 30 days' time.
    If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan yourself at least 24 hours before your next due billing date.

    Any remaining balance (minutes, data) from a service you are renewing will roll over the following 30 days.
    Any remaining balance from a service you are excluding from the new plan will expire on the original expiration date.

    The "Cancel Plan" button allows you to cancel the automatic billing & renewal of your plan.
    If you cancel your phone plan your remaining balance will remain valid until the end of the current billing cycle.
    I have run out of balance on my plan before the renewal date. What are my options?
    Right now we don't offer any "add-ons" service for active plans but you do have 2 choices, depending on whether you wish to keep your existing billing date or not:
    Option 1
    If you don't want to change your current billing date, then you can buy Pay As You Go credit which can be used for US calls, texts, and data, as well as for international calls & texts. This will see you through to your automatic plan renewal date.
    Pay As You Go credit is available for 90 days and then it expires.
    Many customers use Pay As You Go as a backup to their plan, just in case they reach their monthly limit of data or minutes before the automatic renewal date.
    Others use Pay As You Go for their international calls because of the great international calling rates to places like Cuba and other countries not included in Tello plans.

    Option 2 If you are OK with changing your current billing date to today then you can early renew your current plan or purchase a different plan today.
    Log into your online Tello account and you will arrive on the "My Tello" - "Dashboard" page.
    To early renew your current plan click on the "Renew Now" button and follow the prompts.
    To purchase a new plan click on "Change Plan" and follow the prompts.
    If you choose either of these "Renew Now" or "Change Plan" options, then your existing plan will be canceled immediately and replaced with the plan you choose today.
    You will be charged today for the new plan and renewal will be in 30 days' time from today.

    If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan at least 24 hours before your next due billing date.
    There is no option to change your plan today to take effect on the next billing cycle.

    If you have run out of data balance then remember all our data plans include Unlimited 2G data after you've used your 4G LTE/5G balance (this disables Hotspot).
    For good data speeds however you will need to buy a new plan or Pay As You Go.
    What if I exceed my data limit?
    One of the many great things about Tello, is that you CAN'T exceed your data limit.
    You simply reach your data limit and then your data throttles down to 2G speeds.

    While we don't offer any "add-ons" service for active plans at this time, you can simply buy Pay As You Go credit to see you through to your next automatic plan renewal date.

    Pay As You Go credit can be used for US calls, texts, and data, as well as for international calls & texts; the credit lasts for 90 days and then it expires.

    Many Tello customers use Pay As You Go as a backup to their monthly plan, just in case they reach their monthly limit of data or minutes before the automatic renewal date.
    How can I buy more data?
    Right now we don't offer any "add-ons" service for active plans but you can simply buy Pay As You Go credit to see you through to your automatic billing date.
    Pay As You Go credit can be used for US calls, texts, and data, as well as for international calls & texts.
    This will see you through to your automatic plan renewal date.
    Pay As You Go credit lasts for 90 days and then it expires.

    Many customers use Pay As You Go as backup to their monthly plan, just in case they reach their monthly limit of data or minutes before the automatic renewal date.
    Others use Pay As You Go for their international calls because of the great international calling rates to places like Cuba and other countries not included in Tello plans.
    Can I change my plan today to take effect on the next billing cycle?
    No. That is not an option we have right now.
    If you change or renew your plan today, your existing plan will be canceled immediately and replaced with the plan you just chose.
    You will be charged today for the new plan and renewal will be in 30 days' time.

    If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan yourself at least 24 hours before your next due billing date.
    If I change my plan today, when am I charged?
    Immediately.
    If you change or renew your plan today, your existing plan will be canceled immediately and replaced with the plan you just chose.
    You will be charged today for the new plan and renewal will be in 30 days' time.

    If you want a new plan to take effect toward the end of this billing cycle, you need to change your plan yourself on the day before your next due billing date.
    Unfortunately, there is no option at the moment to change your plan today to take effect on the next billing cycle.
    What happens to my plan balance if I change my phone plan?
    If you manually change or renew your plan during the billing cycle (any day before your next automatic renewal date), any remaining balance will roll over for the next 30 days (except for unlimited plans) as long as the new plan you chose also includes the same services you want to be rolled over.
    For example, the minutes & data of your current plan will roll over if the new plan has minutes & data.
    However, if you decide to buy data only, the minutes will not roll over.

    Therefore, any remaining balance (minutes, data) from a service you are renewing or changing will roll over the following 30 days.
    Any remaining balance from a service you are excluding from the new plan will expire on the original expiration date.

    Also note that if the plan renewal fails because your payment method can not be charged or because you forgot to set up the 48-hour notification, then no balance will be rolled over and those balances are not refundable.
    How does Pay As You Go work?
    Pay As You Go is prepaid credit for your national and international calls, texts, and data at affordable rates.
    Open a free account, buy credit, bring your own phone or buy one from us and you're ready to go.

    Pay As You Go balance expires 3 months after purchase.
    If no subsequent plan order or Pay As You Go order is placed in a period of 3 months, your Pay As You Go credit will expire, the Tello service will be disconnected and your number will be deleted permanently.

    You can use data from your PAYG balance as long as you have balance available and Pay As You Go data is turned ON in your online account.
    Once your Pay As You Go balance goes below $0.50, your data is disabled and you won't have Hotspot capability.
    Unlimited data only applies to active data plans, not to Pay As You Go.
    When does my billing cycle start and renew?
    Your billing cycle starts from the time you've activated the service.
    In case you purchase a SIM card or a phone from our website, your service will start when you receive the package and activate it online.
    Your plan will be active for the following 30 days, after which you will be billed again.

    Tello plans last for 30 days only and automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the 30th day. For example, if you activate the service on July 5th (anytime, morning or evening) that plan will automatically renew on August 4th anytime between 5 AM and 11 AM EST.

    Any changes you want to make to your active plan must be made at least 24 hours before the renewal date and can only be done directly from your online account.
    What can I do with Pay As You Go?
    Pay As You Go is prepaid credit for your national and international calls, texts, and data at great rates.
    With Pay As You Go you can:
    • Make national and international calls
    • Receive national and international calls
    • Send national and international SMS
    • Receive national and international SMS
    • Use mobile Data (national only)

    Some customers use Pay As You Go as a backup to their monthly plan, just in case they reach their monthly limit of data or minutes before the renewal date.
    Others use Pay As You Go for their international calls because of the great international calling rates to places like Cuba and other countries not included in Tello plans. Remember that calls to 60+ countries are already included in your plan.

    You can find the rates for calls, texts, and data usage on our Buy Pay As You Go page in the "What can I do with?" box. Use the dropdown box to select the country you are interested in. For example to see the full list of rates for the US, select United States from the dropdown and the allowance will appear.
    Will I be charged for calls to Toll-Free Numbers?
    Yes, calls to all Toll-Free Numbers in the USA are charged from your voice balance as normal.
    Toll-free numbers are only free of charge when called from a landline (no toll / long-distance charges), they are not free when called from a cell phone.
    Toll-free numbers are NOT airtime-free numbers, they are numbers to which you are not charged long distance fee.
    We only charge 1¢/minute PAYG credit or minutes included in their plans and no additional long-distance charges.
    What's included in my Tello plan?
    International Calling
    All Tello plans (except for data-only plans) include calls to more than 60 countries as well as the US... at no extra cost! So, for example, if you make a 20-minute call to Canada, that 20 minutes come out of your monthly minutes' balance. Overseas freephone numbers may not be available.

    5G
    5G is available to anyone with a Tello plan, a 5G-capable phone and located in an area that provides 5G coverage (see our Coverage map). Your service will switch seamlessly between 5G and 4G/LTE, whichever signal is stronger.

    Hotspot
    Our plans also include the mobile Hotspot feature at no extra charge. The data you use via Hotspot just pulls from your monthly Data balance. All you need is a Hotspot-capable phone.
    When your data plan balance runs out and your Pay As You Go balance falls below $0.50, throttling is automatically enabled and Hotspot automatically disabled.

    Travel Options
    Although we do not provide roaming, we do have 2 great alternatives for calling and texting when you are traveling abroad or simply in an area of poor coverage at home:
    • WiFi Calling & Text -- This is a feature available on the vast majority of Tello GSM-compatible phones and you can check your phone settings to confirm. It allows for calling & texting via the closest available Wi-Fi network which could be at a hotel, your office, at home, or even a Wi-Fi Hotspot. For more details check out our blog.
    • "My Tello" App --You also have the option of using our free "My Tello" app to make calls through Wi-Fi. You can not receive calls via the App and texting is also not available via the App - this can only be used to make calls. The "My Tello" app is a free download for iOS and Android users.


    3-Way Calling
    3-Way calling is available and allows you to add a third party to a call so that all three parties may talk to each other simultaneously.

    Visual Voicemail
    Visual Voicemail is only available for Android users on our GSM network at the moment. If your Android phone does not natively support Visual Voicemail, you can download and use a third-party app available in Google Play Store.

    Toll-Free Calls
    Calls to all Toll-Free Numbers in the USA are charged from your voice balance as normal.

    2FA
    Shortcodes and 2-factor authentication messages can be received on your Tello line.

    Note:
    Tello does not provide a 411 directory assistance service.
    When does the automatic plan renewal occur?
    Monthly Plans last for 30 days only and automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the 30th day.
    For example, if you purchase a plan on July 5th (anytime, morning or evening) that plan will automatically renew on August 4th anytime between 5 AM and 11 AM EST.

    Any changes you want to make to your active plan must be made at least 24 hours before the renewal date.
    Please note our Customer Support team will not add back balances to your account if you forgot to manually renew/change your plan or the 48-hour notification failed or your billing failed.
    How can I use Wi-Fi Calling?
    Wi-Fi Calling & Text is included with your Tello service.
    This feature is available on the vast majority of Tello GSM-compatible phones and you can check your own phone settings to confirm. It allows for calling & texting via the closest available Wi-Fi network which could be at a hotel, your office, at home, or even a Wi-Fi hotspot.
    It is an ideal alternative to Roaming (which we don't yet offer) when you are traveling abroad or even when you experience poor network coverage at home in the US.
    You can use Wi-Fi Calling with Tello if the following conditions are met:
    • your device supports Wi-Fi Calling which the majority of Tello GSM-compatible phones do.
    • you have enabled Wi-Fi Calling on the device.
    • you have registered an E911 address in your Tello online account (or through your phone Menu).
    • the Wi-Fi network you are using allows Wi-Fi Calling. Obviously, this is not within Tello's control or responsibility.

    How is Wi-Fi Calling & Texting Charged?
    Wi-Fi Calling & Texting has no additional charge.
    It's simply taken from your existing plan balance or your Pay As You Go balance, whichever applies to the activity.
    For example, if you receive any calls (no matter where from) or if you call the US or any of the 60+ included international destinations then the minutes of those calls will be deducted from your minutes' plan balance.
    If, on the other hand, you call an international destination that is not included in our plans (Ex: Cuba), then it will be charged from your Pay As You Go balance if you have one.
    The same logic applies to Wi-Fi Text.

    One-Time Passwords (OTPs)
    You can receive any kind of text message if you have successfully set up WiFi calling & text.
    This includes, one-time passwords (OTPs) and shortcodes for verification and 2-factor authentication.
    If Wi-Fi calling & text is working for you while abroad and you’re receiving SMS's as usual, there should be no problem for you to get texts from your bank for verification.
    However, of course, MMS will not work.

    Please check our International Calling page for included countries and the rates for excluded countries.
    Also, please visit our Blog for more details about Wi-Fi Calling & Text.
    Will unused service carry over to the next month?
    Unused service from your Tello plan will not carry over into your next month.
    Any unused minutes or data will be lost after 30 days, when your plan is automatically renewed.
    Once your plan is renewed automatically, your plan starts again with the fixed monthly allowance of minutes & data.

    There is one exception:
    Unused service WILL roll over ONLY if you manually renew or change your plan at least 24 hours before the end of your current billing cycle and ONLY if the new plan contains all the services that you previously had.
    For example, the minutes & data of your current plan will roll over if the new plan has minutes & data.
    However, if you decide to buy data only, the minutes will not roll over.

    Also note that if the automatic plan renewal fails because your payment method could not be charged or because you forgot to set up the 48-hour notification, then no balance will be rolled over and those balances are not refundable.

    Manually changing or renewing a plan can only be done by customers from their online accounts.
    Our Customer Support team will not add back balances to your account if you forgot to manually renew/change your plan or the 48-hour notification failed or your billing failed.

    Early renewal and changing of your plan may also void any promotion or plan discount that you initially started with.
    Do you offer Roaming?
    We do not currently provide Roaming on our GSM network - either domestically or internationally.
    However, we do have 2 great alternatives for calling and texting when you are traveling abroad or simply in an area of poor coverage at home.

    Wi-Fi Calling & Text
    This is a feature available on the vast majority of Tello GSM-compatible phones and you can check your phone settings to confirm.
    It allows for calling & texting via the closest available Wi-Fi network which could be at a hotel, your office, at home, or even a Wi-Fi hotspot.

    If you have set up Wi-Fi Calling & Text correctly, it does not use up data from your Tello data plan, it just uses minutes from your calling & text plan as normal. You can read more details about Wi-Fi Calling in our blog article.

    "My Tello" App
    You also have the option of using our free "My Tello" app to make calls through Wi-Fi.
    You can not receive calls via the App and texting is also not available via the App - it is only to make calls.
    The "My Tello" app is free to download for iOS and Android users.
    When calling from the Tello app in the USA using your own Data plan, the costs are higher than if you were using the regular Tello calling service because the App uses your Data allowance.
    On average, the app uses 1 MB/min. Therefore, please use the App over a Wi-Fi connection if possible.
    To make a call, simply dial the destination number from the keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is in international format).

    Canada & Mexico
    Tello does not have a network in Canada or Mexico and so we do not offer full service in either of those 2 countries and there is no roaming available.
    However, you can still use Tello to make & receive calls & texts from both Canada & Mexico (and any other country) by enabling the "Wi-Fi Calling & Text" feature on your device as described above.
    How can I set up call forwarding?
    You can forward your calls to another local number at no extra charge.
    However, the calls answered at your forwarding destination (voicemail included) will be charged from your plan or Pay As You Go balance.
    Depending on your phone model, you should be able to set up Call Forwarding directly from the Settings/Menu of your phone.

    Here's what you need to do to activate Call Forwarding, you can also dial specific codes to enable or disable Call Forwarding:
    Activate Unconditional Call Forwarding (all calls): Dial **21*1number# (example: **21*16781112222#)
    Deactivate Unconditional Call Forwarding: Dial ##21#

    Activate Call Forwarding when No Answer (call not picked up): Dial **61*1number# (example: **61*16781112222#)
    Deactivate Call Forwarding when No Answer: Dial ##61#

    Activate Call Forwarding when Not Reachable (out of coverage): Dial **62*1number# (example: **62*16781112222#)
    Deactivate Call Forwarding when Not Reachable: Dial ##62#

    Activate Call Forwarding when Busy (reject call): Dial **67*1number# (example: **67*16781112222#)
    Deactivate Call Forwarding when Busy: Dial ##67#

    When Call Forwarding is active, the calling party will no longer reach your Voicemail. Please note that calls can not be forwarded to an international number.
    Do I have unlimited data with a Tello plan?
    Yes. Indeed you do!
    If you are subscribed to a data plan and you run out of data balance, you can still surf the web but your data speed is downgraded to 2G and no usage limitations are applied.
    However, Hotspot will not be available at this downgraded speed.
    This limited Internet speed increases to 4G LTE/5G values when your data plan subscription is renewed.

    To maintain your 4G LTE/5G speeds and Hotspot capabilities, you can upgrade to a plan with a higher data allowance or buy Pay As You Go credit.
    How do I set up & access my Voicemail?
    To set up your Voicemail for the first time, or to set it up again (Voicemail invalid message), follow these steps:
    • Press and hold the 1 key or dial 123 on your device.
    • You will be automatically connected to your voice mailbox and be prompted to enter your password.
    • By default, your Voicemail password (PIN) is the last 4 digits of your phone number followed by the # key.
    • When prompted, enter a new 4-9 digit password, then press the # key.
    • You cannot use repetitive or sequential numbers.
    • Press # to keep the password or press * to change it.
    • Follow the prompts to choose your security level & record your name & greeting (4 minutes max for all devices).
    • Your voicemail should now be ready to use.
    To access your Voicemail setting menu, press and hold the 1 key or dial 123 on your device dial pad. The maximum length of a voicemail message is 4 minutes.

    If you forget your Voicemail password, dial #793# and send/call on your phone and your voicemail password will be reset to the last 4 digits of your phone number.
    None of your messages will be deleted.
    We recommend that you change your password again after this.

    For iPhones, you can also reset the password by heading to Settings > Phone and tapping Change Voicemail Password.

    To access your Voicemail from another line, dial your number from the external line.
    When your voicemail greeting begins, dial * and when prompted enter your password.

    On your Android device, 60 messages can be stored on Voicemail.
    On your non-Android device, 45 messages can be stored on Voicemail.

    On your Android device, saved & played messages will be deleted after 5 days of being saved/played.
    On your non-Android device, saved & played messages will be deleted after 60 days of being saved/played.
    For all devices, unplayed messages will be deleted after 60 days.
    Turning your voicemail OFF and ON will delete saved messages & saved greetings.
    How do I enable mobile Hotspot?
    Our plans include the mobile Hotspot feature at no extra charge.
    The data you use via Hotspot just pulls from your monthly Data balance. All you need is a hotspot-capable phone.
    When your data plan balance runs out and your Pay As You Go balance falls below $0.50, throttling is automatically enabled and hotspot automatically disabled.

    To enable Hotspot on iPhones:
    • Go to Settings on your phone.
    • Select Cellular Data, then Personal Hotspot.
    • Turn on your hotspot.

    To enable Hotspot on Android phones:
    • Go to Settings on your phone.
    • Select Connections or Networks.
    • Choose Mobile Hotspot and Tethering.
    • Turn ON your hotspot.
    It may differ on different Android devices, so if the above instructions don’t work, give Google search a try.
    How Does “Free International Calling” work?
    It’s so simple.
    If you have a Tello calling plan and the international destination is on our FREE list, then your call to that international destination comes at no extra cost.
    The minutes used for that international call simply get deducted from the minutes' balance of your regular Tello calling plan.
    This also includes plans with unlimited minutes/text.
    There are over 90 international destinations on the FREE list right now, so check the list here.
    How do I dial an international destination?
    There are 2 ways:
    From your phone's keypad:
    • Dial “+” then the “country code” then “area code” then “phone number” OR
    • Dial “011” then the “country code” then “area code” then “phone number”

    From the “My Tello” App
    • Dial the destination number from the App keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is already saved in international format).
    What if the destination I want to call is not on the FREE list?
    If the international destination is not on our FREE list it means that you will need Pay As You Go credit to connect a call to that destination.
    You can see the call rates for calling that destination by entering the country name in the field provided on the International Calling page.
    Our Pay As You Go page will tell you how many minutes for $20.
    Will “Free International Calling” work when I’m outside the USA?
    Yes. It certainly will. The “Free International Calling” feature depends only on where you are calling, not where you are calling from. However, because Tello does not offer “roaming” just yet, you will need to avail yourself of 1 of the following 2 options while abroad.

    1. Wi-Fi Calling & Text This is a feature available on the vast majority of Tello GSM-compatible phones and you can check your phone settings to confirm.
    It allows for calling & texting (sending & receiving) via the closest available Wi-Fi network which could be at a hotel, your office, at home, or even a Wi-Fi hotspot.
    If you have set up Wi-Fi Calling correctly, it does not use up data from your Tello data plan, it just uses minutes from your calling plan as normal as long as the destination you are calling is included in our 60+ countries list.
    See full details on this blog.

    2. "My Tello" App
    You also have the option of using our free "My Tello" app to make calls through Wi-Fi.
    You cannot RECEIVE calls via the App and texting is also NOT available via the App - it is only to make calls.
    The "My Tello" app is free to download for iOS and Android users.
    To make a call, simply dial the destination number from the keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is in international format).
    How are international calls charged?
    If the international destination you want to call is listed as FREE on our International Calling page, then the minutes of the international call are simply deducted from the balance of your plan - just like calling domestically.

    If the destination is not FREE then you will need to purchase Pay As You Go credit to call that destination and you will be charged the rate you see on that page.
    Which Tello plans include international calls & texts?
    All Tello "minutes" plans include calls & texts to 90+ international destinations.
    To see if the destination you want to call (no matter where from) is included, go to our International Calling page:
    • In the "Search Country" field type in the country name.
    • You will be given 3 results - rate to call landline, rate to call a mobile, and cost per text.
    • If the destination says FREE, that means it is included in the "minutes" plan and any minutes spent calling that destination will just be deducted from your normal "minutes" balance - just like calling domestically.
    • If the destination is not FREE then you will need to purchase Pay As You Go credit to call that destination and you will be charged the rate you see on that page.
    How do I cancel my Tello service?
    First of all, please make sure you cancel all active plans or Auto Recharge features. There’s no need to worry about Pay As You Go credit, as it will automatically expire in 3 months if you stop using the service. You can cancel your Tello service on our website or using the My Tello app.

    eSIM

    What's an eSIM?
    eSIM is a digitally embedded SIM card that contains your Tello plan and phone number. Instead of physically inserting a SIM card into your phone, you can instantly install an eSIM onto your phone. You can easily activate the eSIM straight after your order it. All you need is an eSIM compatible phone and a Wi-Fi network to activate the eSIM after you place the order. Easy, peasy!
    What is the difference between a Tello SIM card and an eSIM?
    A SIM card is a digital physical chip that you need to insert into your phone. An eSIM is a digital embedded SIM that you activate on your device. Both physical SIM cards and eSIMs connect your phone with a network and give you access to your plan and services. If you have an eSIM compatible device, this will allow you to easily start using your Tello plan without waiting for the SIM card to arrive.
    How do I order and activate my Tello eSIM?
    Please note that eSIM is available only for iPhone 14 (all models) users for now. You will be able to enroll other eSIM compatible devices very soon.
    Before ordering an eSIM please check if your device is eSIM compatible. If the answer is YES, then go ahead and place the order. Login to My Account - My SIM section and scan the QR code with your phone's camera. Make sure you are connected to a Wi-Fi network as you will need a steady Wi-Fi connection to complete the eSIM activation. Please note that once you start the activation process your Tello service will be temporarily inactive. Don't worry, your service will resume once the eSIM is active on your device.
    Is my phone eSIM compatible?
    Please note that eSIM is available only for iPhone 14 (all models) users for now. You will be able to enroll other eSIM compatible devices very soon.
    You can easily check if your phone is eSIM compatible here. Please note that besides being eSIM compatible, your device should be unlocked in order to work with Tello. Don't worry, as time goes by all new devices are by default eSIM compatible.
    Can I replace my physical Tello SIM with an eSIM?
    Yes, as long as your device is eSIM compatible. Just go to My SIM section in My Tello account, select "Switch to eSIM" and follow the steps listed there.
    Please note that eSIM is available only for iPhone 14 (all models) users for now. You will be able to enroll other eSIM compatible devices very soon.
    If I change my phone, do I need a new eSIM?
    If an eSIM is active on your device and you want to swap phones, then you will need a new eSIM. First, make sure your new device is unlocked and eSIM compatible. Then head over to My SIM section in My Tello account and follow the steps listed to get a new eSIM.
    Please note that eSIM is available only for iPhone 14 (all models) users for now. You will be able to enroll other eSIM compatible devices very soon.
    Can I use Wi-Fi Calling & texting with my eSIM?
    Yes! Nothing changes in terms of your plan and features. Our plans come with Wi-Fi Calling at no extra cost, so you can enjoy making and receiving calls/texts over Wi-Fi both with a SIM card and with an eSIM.
    Can I make international calls with the Tello eSIM?
    Yes! You get the same amazing features and benefits along with all Tello plans. All our minute plans come with international calling available to 60+ countries at no extra costs regardless if you're using a Tello eSIM or a physical Tello SIM card.

    Technical Support

    I can't activate my iPhone. What can I do?
    If your iOS device has not activated automatically to the Tello GSM network after activating the service in your online account, there are few checks & troubleshooting steps you need to take to manually activate it.

    1. Power OFF your phone, remove the previous SIM if any and insert the Tello SIM.
    Turn ON your phone, connect to a reliable Wi-Fi network & follow any on-screen prompts.

    2. SIM Error check
    If your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to remove the SIM, wait 10 seconds and insert the SIM back.
    Make sure you're using a reliable Wi-Fi connection, as this action should trigger a new activation process.
    For more about SIM errors see "What do I do if I have a SIM card error message?"

    3. SIM Lock check
    To check if your SIM is locked go to Settings > General > About.
    Under Network Provider Lock (or Carrier Lock) which is near the bottom of the scroll, you should see a message that says "No SIM restrictions."
    If you don't see that message, please contact your previous carrier.
    You can also read more about this here: https://support.apple.com/en-us/HT201328.

    4. Network Profiles check
    Check if your phone has the latest network profiles.
    Firstly ensure your device is connected to Wi-Fi or to a cellular network.
    Tap Settings > General > About > Follow the onscreen instructions to install your carrier update.
    If an update is available, you'll see an option to update your carrier settings.
    You can also read more about this here: https://support.apple.com/en-us/HT201270.

    5. Software Update check
    Check that your device has the latest iOS software version installed.
    Tap Settings > General > Software Update.
    Here are more details on this: https://support.apple.com/en-us/HT204204.

    6. Network Technology check
    Ensure that VoLTE is enabled
    Tap Settings > General > Cellular (or Mobile) > Ensure the Cellular Data (or Mobile Data) switch is in the “on” position.
    Tap Cellular Data (or Mobile Data) Options > Tap Voice & Data.
    Ensure LTE is selected (has a checkmark). If not, tap.
    Ensure the VoLTE slider is in the “on” position.
    These instructions are for the newest iOS version (iOS 14). On older versions of iOS, the process to turn on VoLTE will be very similar.

    7. APN check
    Check that your APN settings installed correctly:
    Tap Settings > Cellular > Cellular Data Options > Cellular Network (or Settings > Mobile Data > Mobile Data Options > Mobile Data Network):
    • Internet APN "wholesale"
    • MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
    • Hotspot APN "wholesale"
    Now restart your device to allow the new settings to take effect.

    8. Reset your Network Settings
    Tap Settings > General > Reset > Reset Network Settings.
    This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before so ensure you test the steps above first, before trying this step.

    If the service is still not working properly after doing these checks and trying these steps then 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
    • the exact address where you are having issues.
    I can't activate my Android. What can I do?
    If your Android device has not activated automatically to the Tello GSM network after activating the service in your online account, there are few checks & troubleshooting steps you need to take to manually activate it.

    1. Power OFF your phone, remove the previous SIM if any and insert the Tello SIM.
    Turn ON your phone, connect to a reliable Wi-Fi network & follow any on-screen prompts.

    2. SIM Error check
    If by any chance your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to manually perform a SIM unlock from your phone's setting while using a reliable Wi-Fi connection.
    Go to Settings > System > System updates > UICC unlock (please note the name of the settings may differ for different phones).
    If the SIM unlock fails, please contact your previous carrier and ask for a device unlock.

    3. Network Profiles check
    Enable Wi-Fi and connect to a reliable Wi-Fi Network.
    On your phone Open Settings > About phone > System Updates > Update Profile (You can also perform a search in Settings up for "Update Profile" as options may differ for specific phones).
    Touch “Settings”. There is some variation between Android phones in where you'll find the profile update option but you'll generally find it in one of a few places in the Settings menu:
    Settings > About phone > System Updates > Update Profile
    Settings > About Phone > Update Profile
    Settings > More > Mobile Networks > Carrier Settings > Update Profile
    Touch "Update Profile". The device will restart when complete.

    4. Software Update check
    Check that your device has the latest Android software version installed.

    5. Network Technology check
    If you are having problems calling, check your Network Mode or Network Technology to use 5G or LTE based on your device capabilities.
    Go to Settings > Network & Internet > Call > And enable VoLTE / HD Voice / Enhanced calling.
    (Or on some devices go to Dialer Pad, use the top-right 3 dots menu > Call Settings > And enable VoLTE / HD Voice / Enhanced calling).

    6, APN check
    Check that your APN settinsg installed correctly or add the new APN settings as following:
    • Internet APN "wholesale"
    • MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
    • Hotspot APN "wholesale"
    • Restart your device to allow the new settings to take effect.

    7. Reset your Network Settings
    You can do this from your phone's settings.
    This also resets Wi-Fi networks and passwords, cellular settings, and VPN and APN settings that you've used before so ensure you test the steps above first, before trying this step.

    If the service is still not working properly after doing these checks and trying these steps then 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
    • the exact address where you are having issues
    .
    I can't call, text or use data?
    The most important 1st step to take when you encounter any calling, messaging or data issue (and you are sure your subscription and balances are in good standing) is to restart your device whether Android or iOS.

    From time to time, phones may lose connection with their network.
    Restarting forces the phone to reconnect, which helps with network and connectivity problems & restores the service.
    If restarting the phone does not resolve the issue then try these basic troubleshooting steps 1 by 1 in the order listed.

    1. Remove, clean and reinstall the Tello GSM SIM.
    Turn off Wi-Fi & enable mobile data to ensure you're using the Tello network.

    Restart the device and test. 2. Go to the phone settings and ensure that 4G/LTE or LTE is selected and that VoLTE is ON.

    3. Check under the phone settings that the latest software updates gave been installed.
    Uninstall downloaded apps such as calling apps; all blocking, launcher, and homescreen apps; and apps you downloaded around the time the problem started.
    Tello can't support calls on other services such as Google Voice.

    4.Perform a network reset which will erase any Wi-Fi passwords your phone has stored:
    • Go to Settings > System > Advanced.
    • Tap Reset options.
    • Tap Reset Wi-Fi, mobile & Bluetooth or tap on Reset Network Settings.

    Note:
    If prompted, enter the current PIN, password, or pattern. Tap Reset Settings to confirm.

    If the service is still not working properly after trying these steps then 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
    • the exact address where you are having issues.
    My number has been ported in but the service is not working. How can I fix this?
    You now need to update the network on your phone.
    To do this, your phone simply needs to be restarted so that on the restart, hands-free activation mode kicks in and once this is complete you are good to go.

    However, there are some older devices that are not capable or simply did not receive the hands-free, over-the-air (OTA) activation.
    So if activation did not work after restarting then proceed with manual programming to activate.

    To do this:
    What APN settings are needed with Tello?
    When you activate the service with Tello, all your APN settings are usually set automatically.
    However, if you're having issues with data, hotspot, MMS or group messaging, you need to check your APN settings to make sure that they're correct.

    On an Android device, you can view and adjust your APN settings in the following location:
    • Settings
    • Tap More networks (under the Connections tab, or More, Wireless & networks, Wireless Controls, Wireless Manager, Phone Information).
    • Select Mobile or Cellular networks.
    • Choose Access Point Names.
    • Tap the Menu icon.
    • Tap the Access Point you would like to check.
    • If you're adding a new APN, tap New APN and enter the following APN: wholesale

    Save the APN, restart the device, and test the service.

    On an iOS device, you can view or adjust your APN settings in one of the following locations:
    • Settings > Cellular > Cellular Data Options > Cellular Network OR
    • Settings > Mobile Data > Mobile Data Options > Mobile Data Network.

    Here are the APN settings required when using an iOS device on Tello:
    • Mobile Data
    • APN: wholesale

    • MMS
    • APN: service
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc

    • Personal Hotspot
    • APN: wholesale
    • Leave everything else blank.

    Now double-check that the iOS software is updated, restart your phone, and test the service again.
    What should be the APN settings for my Android?
    On an Android device, you can check and adjust your APN settings in the following location:
    • Settings
    • Tap More networks (under the Connections tab, or More, Wireless & networks, Wireless Controls, Wireless Manager, Phone Information).
    • Select Mobile or Cellular networks.
    • Choose Access Point Names.
    • Tap the Menu icon.
    • Tap the Access Point you would like to check.
    • If you're adding a new APN, tap New APN and enter the following APN: wholesale
    Save the APN, restart the device, and test the service.
    What should be the APN settings for my iOS?
    On an iOS device, you can check and adjust your APN settings in one of the following locations:
    • Settings > Cellular > Cellular Data Options > Cellular Network OR
    • Settings > Mobile Data > Mobile Data Options > Mobile Data Network.

    Here are the APN settings required when using an iOS device on Tello:
    • Mobile Data
    • APN: wholesale

    • MMS
    • APN: service
    • MMSC: http://wholesale.mmsmvno.com/mms/wapenc

    • Personal Hotspot
    • APN: wholesale
    • Leave everything else blank.

    Now double-check that the iOS software is updated, restart your phone, and test the service again.
    What do I do if I have a SIM card error message?
    If your phone displays a SIM Card error message, do a couple of quick checks.
    Firstly, ensure that you have inserted the Tello GSM SIM into a compatible device - use our device checker to confirm this.
    Secondly, ensure that your phone is unlocked. Contact the previous phone carrier (or phone seller) to confirm this.

    Once you have confirmed the above, follow these steps:
    1. Turn your phone off.
    2. Remove the SIM Card.
    3. Make sure the SIM Card isn’t damaged or you’ll need a replacement.
    4. Insert the SIM Card back into your phone.
    5. Turn your phone back on, follow any on-screen steps provided and your phone should start to automatically activate the Tello service.

    Here’s a quick list with some of the most common SIM Card errors you may run into:
    • "sim not supported"
    • "network lock,"
    • "network unlock pin,"
    • "unsupported sim"
    • "SIM Lock"
    • "SIM Invalid"
    • "Network Lock"
    • "SIM Not Supported"
    If you receive any of these error messages, your previous carrier may have enabled a lock or restriction to your phone and you will have to reach out to them to remove this lock.
    Why can't I send texts on my iPhone?
    One of the major reasons for the iPhone text message "failed to send" problem is a glitch in its network settings.
    To fix it quickly, you can just reset the network settings on the device.
    Go to Settings > General > Reset > Reset Network Settings and confirm your choice.
    Where can I find the IMEI?
    An IMEI (International Mobile Equipment Identity) or MEID is a unique number exclusive to your phone.
    It indicates your phone’s manufacturer and model as well as the brands and frequencies it supports.

    It is vital that when you are reporting an issue with your service or phone that you provide the IMEI of the device affected.

    There are 3 simple ways to find the IMEI of your device:
    • (iOS) Settings > General > About > scroll down to IMEI field or (Android) Settings > About Phone > scroll to IMEI field or similar.
    • Enter *#06# on your phone's dial pad.
    • If you purchased your phone recently, you may be able to find it on the back of the box.
    What do I do if I receive the Voicemail invalid message?
    First, make sure your Voicemail is properly set up:
    • Press and hold the 1 key or dial 123 on your device.
    • You will be directed to your voice mailbox and you'll have to initialize your mailbox.
    • By default, your voicemail PN will be the last 4 digits of your phone number.
    • Record your greeting and name. Your voicemail should now be ready to use.
    Once your Voicemail is set up, to access your Voicemail setting menu, press and hold the 1 key or dial 123 on your device dial pad.
    Why does my Visual Voicemail not work?
    To use Visual Voicemail, you need to configure your device’s Voicemail application if it has one, or you can download a third-party Visual Voicemail app.

    First, make sure that your Voicemail is configured:
    • Press and hold the 1 key or dial 123 on your device.
    • You will be directed to your voice mailbox and you'll have to initialize your mailbox for the first time.
    • By default, your voicemail PN will be the last 4 digits of your phone number.
    • Record your greeting and name. Your voicemail should now be ready to use.

    Then, according to your device, follow the instructions below.
    For Android devices:
    Once your voicemail is configured, open the Visual Voicemail application you will use and follow the configuration instructions of the application.

    For iOS devices:
    You need to open the phone application in your IOS device, tap on voicemail and click on the option called Set Up Now. You can find instructions here https://support.apple.com/en-us/HT201436

    Account & Payments

    What's a security PIN?
    A security PIN is a 4-digit number that secures your Tello account and is generated when creating your account.

    The security PIN is an extra security feature that gives you, and only you, access to request certain account changes, such as device change, port out, account deactivation, etc.

    Please keep in mind, the Security PIN does not replace the password of your online account and does not work as the port out PIN (needed only when customers decide to leave Tello and port out their phone number).

    If you can't recall or can't find the Security PIN we issued to you in the "Welcome" email we sent you on registration, then go to the Reset Security PIN page of your online account (not the "My Tello" App).
    • Check the phone number to which the reset code will be sent, as an SMS.
    • Click the blue "Request Reset Code" button.
    • You should then receive the reset code on your phone via SMS.

    Note: You must have the SMS services "ON" for this action.
    That reset code you receive is a temporary PIN that needs to be changed to a PIN that you can easily remember.
    Change your Security PIN from your My Information page using the temporary code we send to your device.
    How can I find or reset my Security PIN?
    If you can't recall or can't find the Security PIN we issued to you in the "Welcome" email we sent you on registration, then go to the Reset Security PIN page of your online account (not the "My Tello" App)
    • Check the phone number to which the reset code will be sent, as an SMS.
    • Click the blue "Request Reset Code" button.
    • You should then receive the reset code on your phone via SMS.
    Note: You must have the SMS services "ON" for this action.
    That reset code you receive is a temporary PIN that needs to be changed to a PIN that you can easily remember.
    Change your Security PIN from your My Information page using the temporary code we send to your device.
    Where can I check my service balances?
    There are 4 options available to check your service balances
    1. From your Tello line, send an SMS to 800 with the word BALANCE.
    2. From your online account, go to "My Tello" and there on the Dashboard, at the top, your remaining Plan balances are displayed.
    3. From your "My Tello" app, hit the last tab on the right (the hamburger menu) and your Plan balances are displayed at the top. Or hit the "Dashboard" option via that last tab.
    4. Dial 611 or 16787914582 from your dialer, choose option 2 from the Menu to check your Pay As You Go balance. Please note, you will not be able to check your plan's balance this way.
    Where can I check my usage?
    You can check your usage in the Activity section of your online account.

    It will show you the calls, texts and data usage on your line since your plan last renewed and any Pay As You Go usage in the last 30 days.
    All incoming & outgoing calls are charged per minute & you are charged for all incoming calls & texts.
    Calls are rounded up to 1-minute increments, regardless if you use Pay As You Go or minutes from your plan balance.
    For example:
    • if you just had a call of 14 minutes and 23 seconds, you will be charged for 15 full minutes and it will display under the "Usage" column of your Activity as "14:23 min"
    • if you had a call for just 34 seconds, you will be charged for 1 minute and it will display under the "Usage" column of your Activity as "0:34 min"
    Keep in mind that only the phone numbers for outgoing calls will display in your Activity - we do not have the phone numbers for incoming calls.
    How can I change my Security PIN?
    To change your current Security PIN, go to the My Information section of your online account (not the "My Tello" App);
    • Go to the "Account Details" section
    • Click the green "Change" button beside the "Security PIN" option
    • In the "Current Security PIN" field enter your current Security PIN
    • In the next 2 fields, enter what you want your new Security PIN to be and confirm it
    • Click "save"

    Important Notes
    1. The new Security PIN you choose must be a 4-digit number-only code. It cannot contain any letters or other characters.
    2. The Security PIN has no relation to port-out PINs or account passwords.
    Where can I find my Tello Account Number?
    For security reasons, all customers are required to retrieve their porting information (Tello Account Number) directly from their own online account. (this feature is not available in the "My Tello" App).
    • Go to the "My SIM" tab in your online account
    • Scroll down to the "Port Out" section and click "Information"
    • Click on the "Retrieve Tello Account Number" button
    • Provide the required information to see the Tello Account Number.

    Please note that you will need your 4-digit Tello Security PIN for this.
    Your Tello Security PIN was issued to you on sign-up via the "Welcome to Tello! Here’s your PIN" email (which contains your Tello Security PIN).
    Hopefully, you already changed the Security PIN to one that you prefer and can easily remember.

    If you can't recall your Security PIN, then you can receive a new one from the "My Information" page in your online account.
    Simply click on the green "Change" button beside "Security PIN" and then click on "Reset Security PIN" and follow the prompts.
    How can I change the phone on my Tello line?
    The Tello GSM SIM card you already have can be used with any other Tello GSM compatible and unlocked device.

    To change the phone on your current Tello GSM line, the first thing to do is confirm that your new phone is Tello GSM compatible.
    To do this, enter the IMEI of the new phone into our device checker.
    Assuming your new phone receives the "Awesome" result on our device checker page and you have confirmed with your current provider that it is unlocked, simply take the Tello GSM SIM from your current phone and insert it into your new compatible phone.

    Restart your new phone, follow any on-screen steps provided and your device should start to automatically activate the Tello GSM service.

    If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
    You can also manually activate your phone by following the steps under the FAQ at the bottom of the "My SIM" page in your online account.
    How can I cancel my service?
    At Tello, we don’t do contracts, so you can cancel your service at any time (but we hope you don’t!).
    For security reasons, you are required to cancel the service yourself from your online account - our Customer Support team does not cancel services.

    Firstly, you need to decide if you wish to keep your Tello phone number.
    If you DO wish to keep your Tello number, you need to make a new plan purchase once your current plan expires or port out during this billing cycle.
    You will find your Port Out information at the bottom of the "My SIM" page
    Any remaining balances in your Tello account (Plan, PAYG & Tello Dollars) will be forfeited and will not be refunded once you begin the port out process.

    If you do not port out during this billing cycle and you cancel your service, your number may be permanently canceled and it will not be retrievable.
    We will notify you 7 days prior to expiring your Tello number.

    Secondly, you need to cancel any active subscriptions to ensure that you do not get billed again.
    Any changes or cancellations must be made 24 hours before your next plan renewal date.
    1. Go to the Dashboard of your online account
    2. On the right of the screen, you will see the "My Plan" box
    3. Click on the "Cancel Plan" option at the bottom of that box and follow the prompts.

    Note: You will still have service until the end date of the current billing cycle or the completion date of your port out, whichever date comes first.
    If you have PAYG, then turn OFF Auto-Recharge in "My Settings".

    If you also wish to delete your Tello account then, once you have completed the steps above, you need to email our Customer Support team from your online account requesting the account deletion.
    When will my phone number expire?
    If you no longer have an active Plan - you canceled or your automatic billing failed - you have 10 days from the end of the last billing cycle to decide what to do with your number.
    If no action is taken within the week after that, your number will be permanently expired and it will not be retrievable.

    If you want to keep your number, you have 2 options:
    • initiate the port-out process from your online account as soon as your billing cycle ends, or
    • purchase a plan from us before your number expires.
    How do I update my personal information?
    For security reasons, updating your account information can only be done from your online account.
    • Go to the My Information tab in your online account
    • Click on the green "Change" button beside the details you wish to update.
    • After you update the information, click 'Save".

    Security PIN
    In order to update your Email or Password or Security PIN, you will need to enter your current Security PIN.

    Your Security PIN was issued to you via the "Welcome" email you receive from us when you first open an account with Tello.
    If you can't recall or can't find the Security PIN we issued to you in the "Welcome" email we sent you on registration, then go to the Reset Security PIN page of your online account.
    • Check the phone number to which the reset code will be sent, as an SMS.
    • Click the blue "Request Reset Code" button.
    • You should then receive the reset code on your phone via SMS.

    Note: You must have the SMS services "ON" for this action.
    That reset code you receive is a temporary PIN that needs to be changed to a PIN that you can easily remember.
    How can I contact Customer Support?
    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
    What is the E911 Emergency Address?
    In order to use Wi-Fi Calling your Tello line requires an emergency address to be configured in My Tello » My Settings.

    This is needed because if you call 911 over Wi-Fi Calling we may transmit your E911 Registered Address to the 911 Communications Center. This will help emergency responders locate you when you are unable to provide your contact information and current location. Please note, you will need to update your E911 Registered Address if you plan on using Wi-Fi Calling at a location different from the E911 Registered Address saved in your Tello account.
    Can I purchase more than one plan at a time?
    No. You need to purchase a plan for each line separately.
    You can get started on our Family Plans page and follow the prompts to add new lines.
    How does billing work on a family plan?
    Each line in your account has its own plan which will have its own individual billing date and payment method.
    You can change or restart a plan anytime and this will reset the billing date but bear in mind that we will not provide refunds (partial or otherwise) for canceled, repurchased, or updated plans.
    We try to group your recurring charges into as few invoices as possible for plans with the same billing date.
    Can I have the same billing date for all my family plan lines?
    Not automatically.
    The billing date for each line is set according to the day each plan is activated.
    All plan purchases and activations made on the same day will have the same billing date.
    So for example, if you are a new customer and purchase and activate 3 lines on the same day, you will have the same billing date for all your lines and 1 invoice to cover all lines.
    However, if you decide to merge some family members' existing lines into your own account, then all the lines will retain the existing individual billing dates. The billing dates will not sync.

    If you would like to add new lines to your account for people who are not already Tello customers, and you really need to have the same billing date, then the best thing to do is add the new lines on the morning of your existing billing date.
    I require my records for a subpoena for legal purposes. How can I retrieve this?
    Please submit your request with the following details:
    • The name of the organization requesting these records
    • The name of the person in charge of the investigation
    • Short description of the utility of the document.
    How do I delete my Tello account and my information from your database?
    For security reasons, the request to delete your account can only be submitted from your online account.

    Results of Account Deletion
    Please note that by deleting your account, the following will happen:
    • Your personal information will be deleted from our system.
    • Any remaining balances will be immediately forfeited & are non-refundable.
    • You will no longer receive any notification from our website.
    • Your account will be permanently deleted and cannot be recovered.

    Check Before You Delete
    For account deletion to proceed, first make sure you:
    • cancel any active subscriptions in your account and
    • port out or delete your phone number.

    Delete Your Account Steps
    Here are the steps to follow to delete your account:
    • Go to the My Information tab in your online account:
    • Scroll down to "Account Control" under the "Account Details" section.
    • Click on the green "Request" button next to "Delete your account".
    • Follow the on-screen steps and finish the process.

    Our website and service are CCPA & GDPR compliant.
    Thank you for your time with us and remember you can open a new account with us whenever you wish.
    What happens if I don't have enough to cover my next plan renewal?
    Automatic renewal will occur anytime between 5 AM EST and 11 AM EST on the day stated in your online account.
    If the payment method you have saved has expired, reached its limit, or it has been suspended by the issuer, then the renewal will fail.

    You need to then register a new valid payment method or contact the issue to reactivate the existing payment method.
    We will try to process the renewal again within the following 24 hours and if the payment can not be processed successfully, your plan will be suspended.
    To reactivate a suspended plan, you simply log in to your online account and purchase a new plan.

    We can not defer billing or delay plan renewals because it's an automatic process so please ensure your payment method is up to date.
    No balances are rolled over from suspended plans and those balances are not refundable.
    How can I update my payment method?
    To update your payment method please follow these simple steps:
    1. Firstly, register a new card.
    Go to the Payments tab of your online account
    • Under the "Payment Methods" section, click the "Add New Card" button
    • Enter the new card details and click "Save"

    2. Secondly, save that new card for your subscription.
    • Go to the "Subscription Payment Options" section on the same page.
    • Your new card now appears in the drop-down under the "Billed From" field.
    • Simply select that new payment method you wish to be charged from.
    • Click "Save".

    You can now delete the old payment method from your account.

    In order to save a PayPal account, you need to first place a successful order using PayPal and ensure you save it in the checkout process.
    You will then see that the PayPal option appears as a payment option under the "Billed From" field.
    You will not be able to save a PayPal account as a payment method until a successful order has been placed with it first.
    Why did my plan not renew automatically as I expected?
    If your plan or Pay As You Go did not renew automatically on the due date it means that the payment method you chose (card or PayPal) has declined the charges and so we were unable to process the payment.

    The most common reasons for declining charges include:
    1. You received a new/updated card recently or your current card expired.
    2. The card or PayPal account has insufficient credit to accept the charge.
    3. Your financial institution has placed a temporary restriction on your payment method (and refuses to authorize the requested amount) until they can speak directly with you to verify activity on your account.
    To resolve this, simply call the number at the back of your card and the card-issuing bank can confirm the reason for the decline and lift the restriction on your account so that you can place a new order.
    Then go to the Payment section of your online account to ensure that a valid payment method is saved for your subscription.
    We will try to charge the saved payment method again within the following 24 hours and if the payment can not be processed successfully, your plan will be suspended.
    To reactivate a suspended plan, you need to log in to your online account and purchase a new plan.
    How can I delete my payment method?
    Please be advised that before you delete a payment method, you need to first ensure that any existing subscriptions have a valid payment method (card or PayPal account) from which to be billed.

    To delete a payment method please follow these simple steps:
    • Go to the Payments tab of your online account
    • Find the payment method you want to delete and click "Remove".
    • If the "Remove" button does not act, it means that this payment method is already in use for an existing subscription. To rectify this you first need to register a new payment method by clicking "Add New Card" or placing a new order with PayPal.
    • Then save that new payment method for your existing subscription(s).
    • Once you replace the old payment method with the new payment method, click on the "Remove" button and it will delete the old payment method from your account.
    Can I avail of a tax exemption?
    You can submit a request via email to our Customer Support team with the following information:
    • A description of your request
    • Your full name and contact information
    • Billing address
    • In case you are part of an organization, please provide more information (link of your organization, name and a brief description of your work).
    How do I earn Tello Dollars?
    The process is easy. You just need to share your referral link with your friends via email or social media and they need to open a Tello account. Once your friend places their first successful order, you both get $10 Tello Dollars. You can refer as many friends as you like.
    How can I use my Tello Dollars?
    You can use your Tello Dollars to make a purchase (plan, Pay As You Go Credit or a phone), once the amount of Tello Dollars is enough to pay for the entire invoice. No partial payments are allowed at the moment.
    Can I put a monetary value on the Tello Dollars?
    The Tello Dollars do not have a direct monetary value. Each Tello Dollar is equivalent to $1 account credit on Tello Mobile. The credit can be used to pay for the entire phone bill or to buy a phone.
    Where can I see how many Tello Dollars I earned?
    To check your Tello Dollars balance, simply log in to your online account and click on the Referral Program section.
    Do Tello Dollars expire?
    Your Tello Dollars will expire if no activity is registered in your account for 6 months (no call or order placed).
    Can I transfer my Tello Dollars to another account?
    No, Tello Dollars cannot be transferred to other accounts. However, if you have a family plan, you will have a common Tello Dollars balance for all your lines.
    Do I get Tello Dollars if I just tell a friend about you?
    No. Your friend must open a Tello account using your referral link in order for you both to win Tello Dollars. You can share your referral link directly from your Dashboard.
    The Tello Dollars will appear in your account after your friend places his/her first successful order.
    My Tello Dollars from referring a friend were not added. Why?
    Tello Mobile checks the validity of all referral orders. A referral order will be deemed invalid if:
    • The new account was created with a second email address of the same person.
    • A customer already exists in our database according to company criteria.
    • The customer sharing the referral link no longer uses the service (no call, no SMS, no Data usage, no order in the past 6 months)
    Where can I find the PUK to unblock my line?
    You can find your PUK (Personal Unblocking Key) code on the large plastic card to which your Tello SIM card was attached when you first received it.
    It is the 8-digit code printed beside where it says "PUK".
    If you misplaced that card you can always email our Customer Support team for assistance.
    Can I set the caller ID name to one of my choosing?
    No. Unfortunately, there is no option to use a personal name, company name or a nickname as your displayed caller ID name (CNAM).
    Whenever you call a landline the caller ID name displayed will be "wireless caller".
    If by chance the phone number that Tello issued to you is displaying a pre-existing and incorrect caller ID name, simply email our Customer Support team with the following information to get this rectified:
    • Tello Phone Number affected
    • Current Display Name
    • Any Phone number where this incorrect name has appeared
    We will erase that incorrect name and it will then default to display "wireless caller" instead.
    Obviously, if your number & name is already saved in the "Contacts" on the cell phone you are calling, your name will be displayed on that phone regardless of the caller ID name with Tello.
    Many numbers that are ported into Tello with the CNAM already set up before initiating the porting process, end up successfully bringing the CNAM with them on completion of the porting process, but it’s not something we can guarantee will happen every time.
    Do you have an app I can use?
    Yes! Your Tello account can be used directly from your iOS or Android device by downloading the free "My Tello" app.

    This means that, although we do not offer roaming when you travel abroad (or if the signal is poor at home) you can still call using the "My Tello" app and pay the same low rates for local calls.
    So you get the same low calling costs when calling over Wi-Fi from both the USA or abroad.

    All you need is a Wi-Fi or 4G/5G connection. When calling from the Tello app in the USA using 4G/5G, the costs are higher than if you were using the regular Tello calling service because the App uses your Data allowance. On average, the app uses 1 MB/min. Therefore, please use the App over a Wi-Fi connection if possible.

    Once you have an active line, you can call your family and friends following these three simple steps:
    1. Download our "My Tello" app for FREE
    2. Login to the app with your Tello phone number & one-time password
    3. Dial the destination number from the keypad (always include country code) or choose from your phone "Contacts" tab (ensure the number is in international format).

    The "My Tello App" is designed for international as well as domestic use, so note that no matter where you are located, if you are calling a USA number, you need to have the USA country code "1" at the start of the number - and as a guide, you will see the country flag appear beside whatever number you are calling.

    With the "My Tello" app, you can do the following:
    • Make domestic & international calls over Wi-Fi no matter where in the world you are.
    • Manage your (single-line) account and check your usage & balance
    • Buy a plan, change your existing plan or cancel your plan.
    • Buy "Pay As You Go Credit" with an in-App purchase
    • Activate Auto-Recharge (PAYG) direct from your App if your payment details have been saved previously in your account.
    • Update your Payment Method (Android App only)

    There are certain activities that can NOT be done from the "My Tello" App and can only be done from your online account and they include:
    • Activate a new line
    • Transfer a phone number to Tello (port in)
    • Manage a multiple-line account
    • Reset your Security PIN
    • Retrieve your Tello Account Number
    • Find your porting information
    • Refer a friend
    • Update your Payment Method (iOS App only)

    iOS Users
    For iOS users, the "My Tello" app is free to download from the App Store for all iPhone, iPad, and iPod Touch users. From your device just click on: https://itunes.apple.com/qa/app/my-tello/id1017228507?mt=8 or locate the App by searching for Tello in the App Store.

    Android Users
    For Android users, the "My Tello" app is free to download from the Google Play Store for all Android users. From your device just click on https://play.google.com/store/apps/details?id=com.tello.ui

    Payment

    What forms of payment do you accept?
    The payment can be made with any of these credit/debit cards: American Express, Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa, Visa Electron and, of course, with PayPal.
    Do you have Terms and Conditions?
    Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.
    What is 3D-Secure?
    3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
    For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".
    Why have I been asked to enter a password when making a purchase?
    This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.
    What credit/debit cards do you accept?
    We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account for finalizing an order.
    Can I buy your products using a debit card?
    You can purchase any of our products by using both credit and debit cards. We accept American Express (for USD payments only), Diners, Discover, Japanese Credit Bank, Maestro, Mastercard, Visa or Visa Electron. You can also use your PayPal account with us.
    Is your website secure? Can I place orders with my card safely?
    Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.
    What's my billing address?
    Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.
    Can I ask for my money back?
    We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

    How to Buy

    Why was my payment declined?
    Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.
    How can I change the card saved in my account for a recurring payment?
    In order to change the card saved in your account for a recurring payment, you need to:
    • Save a new card the My Information section of your account (Payment Methods >> Add a new card);
    • Choose the product for which you want to replace the card in the Subscription Payment Options section and select the new card from the dropdown.
    How can I save another credit/debit card in my account?
    Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."
    Can I pay through money transfer?
    No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.
    How do I edit my billing address?
    If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.
    Do I sign a contract?
    To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

    Account Information

    I lost my password. How can I retrieve it?
    On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.
    I lost my phone. How can I block my number?
    Oops, sorry to hear this. If you need to block your number you can do so from your online account - My Tello.
    Please note that in order to unblock it you will need to contact our Customer Support team.
    How do I change my password?
    To change your password log in to your account, click on My Information, edit your password and click Save.
    How do I delete my Tello account and my information from your database?
    For security reasons, the request to delete your account can only be submitted from your online account.

    Results of Account Deletion
    Please note that by deleting your account, the following will happen:
    • Your personal and account information will be deleted from our system.
    • Any remaining balances will be immediately forfeited & are non-refundable.
    • You will no longer receive any notification from our website.
    • Your account will be permanently deleted and cannot be recovered.

    Check Before You Delete
    For account deletion to proceed, first make sure you:
    • cancel any active subscriptions in your account and
    • don't have any pending orders

    Delete Your Account Steps
    Here are the steps to follow to delete your account:
    • Go to the My Information tab in your online account
    • Scroll down to "Account Control" under the "Account Details" section.
    • Click on the "Request" button next to "Delete your account".
    • Follow the on-screen steps and finish the process.

    Our website and service are CCPA & GDPR compliant.
    Thank you for your time with us and remember you can open a new account with us whenever you wish.

    Offers & Promotions

    How can I find out about offers and promotions?
    You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.

    Company Background

    Where is your business located?
    Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.
    What is your mailing address?
    Our mailing address is available on our Support page. Please find it there.
    How long have you been in business?
    Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.

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