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  • Welcome to Tello!
    Setting up your account is easy and only takes a few minutes. Here is your quick start guide:

    1. Create Your Account
    First, click here to join Tello.
    You can sign up with your email or simply use your Google or Apple account for a faster start.
    Note: For your security, our Support team cannot create accounts for you.

    2. Choose Your Phone & Plan
    Once you're logged in, you have two choices:
    Buy a new phone: Shop our latest deals here.
    Bring your own phone: Use our Compatibility Tool to make sure your device works on our network.

    Your next step is to pick a Plan.
    See our plan options here.

    3. Checkout Page
    During checkout, please ensure all required fields are filled in:
    • Verify Your Zip Code
    • Pick your SIM type. Choose a physical SIM card (mailed to you) or an eSIM (instant activation if your phone supports it).
    • Billing Information
    • Shipping Details (if applicable)
    4. Payment & Finalizing
    We are 100% contract-free! You’ll see the full price (including tax) before you pay.
    We accept:
    • Credit/Debit cards
    • PayPal & Venmo
    • Apple Pay & Google Pay
    We do not accept checks or bank transfers.

    5. Activate Your Service
    Once your order is ready, follow these simple steps to get connected:
    ✅ Important Tips
    • Bringing your phone number?: You can transfer your old number after you activate your Tello SIM. We’ll give you a temporary number first, then you can swap it for your old one in your account dashboard.
    • Network: Tello uses a LTE/5G network. Your phone must be unlocked and LTE/5G compatible.
    • Assistance Programs: We do not participate in the EBB (Emergency Broadband Benefit) or Lifeline programs at this time.
  • If you have activated your SIM in your Tello account but the service still does not work on your device, there are a few steps you need to follow in order to check the activation completed correctly.

    1. Check the SIM/eSIM
    • Physical SIM: Power OFF your phone, remove the SIM, and make sure it’s seated correctly in the tray.
      Alternatively, you can also check this guide on our blog.
    • eSIM: Simply restart your phone. Then, go to your settings and ensure the Tello eSIM is toggled ON.
    • Android: Settings > Connections/ Network & Internet > SIM Manager/ SIMs > check the Tello eSIM is ON.
    • iOS: Settings > Cellular > Under the SIMs section, check the Tello eSIM is ON.
    In case you have more than one line in the same device, make sure the correct SIM is selected for calls and data services.
    For further inquiries about activating the eSIM, please check the "How can I activate my Tello eSIM?" section.

    2. SIM Error "Invalid SIM" or similar.
    If your phone says "Invalid SIM," "Network Unlock PIN,", "SIM Locked," or similar messages, your phone is likely locked to your previous carrier.

    On iPhones, you can also check this by going to Settings> General > About > Carrier Lock. SIM Locked means the device is carrier locked.
    To unlock the device or verify the lock status you will need to contact the provider of the phone.

    If the issue persists please follow the steps below:
    1. Software & Network Settings
    Check that your device has the latest software version installed.
    • Android: Tap Settings > System > Software Update.
    • iOS: Tap Settings > General > Software Update.

    2. Enable VoLTE: This is required for calls.
    Android: Go to Settings > Connections/Network & Internet > Mobile Networks
    If you have an option for VoLTE, make sure it's ON (In some models this option can also be named: Enhanced 4G, HD Calls or similar)

    iOS: Tap Settings > General > Cellular (or Mobile Data) > Ensure the Cellular Data switch is in the "ON" position.
    Tap Cellular Data Options > Tap Voice & Data.
    Ensure LTE is selected.
    Ensure the VoLTE slider is in the "ON" position.

    3. APN check
    4. Reset Network Settings
    If the steps above don't work, try a network reset.

    Note: This will also clear your saved Wi-Fi passwords and Bluetooth pairings.

    Android: Go to Settings > General Management or System > Reset options > Reset Network Settings (Reset Mobile, Wi-Fi and Bluetooth)
    Reboot your device and test the service.

    iOS: Tap Settings > General > Reset or Transfer > Reset > Reset Network Settings.
    Enter your passcode and wait for the device to restart on its own.
    Test the service

    ⚠️ Warning
    Before resetting network settings, make sure you know your Wi-Fi passwords, as you will need to reconnect to them afterward.

    Next Steps
    If the service is still not working properly after doing these checks and trying these steps then email us with the following information:
    1. The IMEI of the device:
    2. The exact location where you're experiencing the issue (full address required):
    3. Any error messages that appear on your phone:
    4. Which of the troubleshooting steps were you able to perform? (please specify):
    5. Please specify which services are affected by this issue (calls, texts, data):
  • It’s a huge pain when your phone isn't cooperating! If your plan is active but you’re having trouble connecting, let’s try these steps in order to get you back up and running.

    1. Start with a Restart
    First, try the "magic fix": Restart your phone. This forces your device to reconnect to the Tello network, which usually clears up most glitches.

    2. Check your SIM or eSIM
    • Physical SIM: Turn your phone off, take the card out, give it a quick wipe with a dry cloth, and put it back in. For more help, go to: Check SIM installation
    • eSIM: Make sure it’s "On" in your settings. For more help, check our eSIM activation guide.
    3. Check your Network Settings
    This is a key step! First, turn off your Wi-Fi so we can test the Tello mobile signal directly.

    • On Android:
      • Go to Settings ≫ Connections (or Network & Internet).
      • Tap Mobile Network ≫ Network Mode (or Preferred network type).
      • Make sure 5G is selected.
        Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service.
      • Also, make sure VoLTE is toggled On.

    • On iOS (iPhone):
      • Go to Settings > Cellular.
      • Tap Cellular Data Options (or select your Tello SIM).
      • Tap Voice & Data.
      • Choose 5G.
        Pro Tip: If it’s still not working on 5G, try selecting LTE instead and test the service.
      • Also, make sure VoLTE is toggled On.

    4. Updates & Apps
    • Software: Check your phone settings to see if there is a system update waiting.
    • Interfering Apps: Sometimes apps like Google Voice, third-party launchers, or "call blockers" can mess with your service. If the trouble started right after downloading a new app, try deleting it to see if that helps.

    5. Reset Network Settings
    If you’re still stuck, try a Network Reset.
    Heads up: This will erase your saved Wi-Fi passwords, so make sure you know them before you do this!
    • Android: Settings ≫ System ≫ Reset options ≫ Reset Wi-Fi, mobile & Bluetooth.
    • iOS: Settings ≫ General ≫ Transfer or Reset iPhone ≫ Reset ≫ Reset Network Settings.

    🌍 Traveling Abroad?
    If you are outside the USA, the steps are a bit different. Check out our International Roaming Troubleshooting page for help.

    ⚠️ Still not working?
    If you've tried everything above and you’re still offline, our support team is ready to help! Please email us with these details:
    • What’s happening: (e.g., "I can text, but I can't make calls.")
    • Phone Info: Your Tello number and the device IMEI.
    • Your Location: Your exact address (Street Name and Number, City, State, ZIP) so we can check the towers in your area.
    • Error Messages: Any error messages displayed on your phone (if any)
    • The steps you already tried: (Just let us know you followed this guide!)
    This allows us to check your service further!
  • To join Tello, your phone needs to check two boxes: Compatible and Unlocked.

    1. Is it Compatible?
    The easiest way to find out is to use our Bring Your Own Phone tool.

    If you have the phone: Just type in your IMEI number (dial *#06# to find it) and we’ll give you an instant "Yes" or "No."

    ⚠️ Important Note on Our Checker:
    Our online tool checks if your phone supports VoLTE (the technology needed for clear calls). However, it does not check for specific signal frequencies. You should manually verify that your phone supports the network bands we use to ensure you get a reliable connection.
    If you don’t have the phone yet: Look at the phone’s "Tech Specs" (check the manual or ask the seller).

    To work great on our network, the phone needs:
    • VoLTE: This ensures your calls are crisp and clear.
    • LTE Bands: At a minimum, it needs Bands 2, 4, and 12. For the absolute best service, it's great if it also has Bands 5, 66, or 71.
    Note: If your phone is an older model or was made for a different country (like Europe or Asia), it might lack these bands. In that case, it won't work correctly, even if our tool says "Awesome." Check your phone's manual or search the model online to be sure!

    2. Is it Unlocked?
    Even if our website says your phone is "Awesome," it must be unlocked to work.
    "Compatible" means the tech works with our towers.
    "Unlocked" means your old carrier has "released" the phone so it can use other networks.

    How to check: Contact your current carrier to confirm it's unlocked. We can't check the lock status for you, so it's always best to ask them directly.

    Ready to go?
    If your phone is compatible and unlocked, just follow the prompts on our BYOP page to grab your Tello SIM and pick your plan!

    Quick Reminders:
    • We don’t support mobile routers (like Netgear or MiFi).
    • You must use a Tello SIM; other carrier SIMs won’t work.
    • Want a fresh start? You can always buy a phone from us—they all come with a free SIM!
  • To bring your current number to Tello, you first need to get your Tello service up and running. Here is how to do it:

    1. Set Up Your Tello Service First
    Before you can start the transfer, you must have a working Tello line. You can use this temporary line while the process is completed.
    • Activate: Go to the My SIM section of your online account.
    • For Physical SIMs: Enter the activation code found on your new SIM card.
    • For eSIMs: Scan the QR code provided in your account to install it.
    • Security Check: Contact your old carrier to make sure your line does not have any "Port Protection," "Number Locks," or "Fraud Protection" active. These will block the transfer if they aren't turned off.

    2. Gather Your Transfer Info
    You will need to get these specific details from your current provider:
    • Account Number
    • Porting PIN (Transfer PIN)
    • Account Holder Name
    • Service Address as it appears on your bill
    3. Submit the Transfer Request
    Once your Tello line is ready, go to the Number Transfer page on our website:
    1. Enter the phone number you want to bring over and click "Check".
    2. If it’s eligible, fill in the details you gathered from your old carrier.
    3. Follow the prompts to finish the request.
    Timing & Important Tips
    • How long does it take? Most mobile numbers move in 2 hours to 2 business days. Landlines or VOIP numbers can take up to 5 business days.
    • Stay Updated: We’ll send status updates to your registered email address.
    • Caller ID: It may take up to 3 business days for your moved number to show up correctly on Caller ID. If it’s still not right after that, just let us know!
    Note: Please double-check your info! If the details are incorrect and aren't fixed within 3 business days, the request may be cancelled.
  • Whether you are starting a new service, adding more lines to your account, or changing devices, you can easily order an eSIM online.

    Before you order an eSIM, make sure your device is eSIM compatible here
    Check full compatibility details: Is My Phone eSIM Compatible?

    For a New Line:
    To order an eSIM for a new number, follow these steps after logging in to your Tello account:
    1. Navigate to the Plans section of the website.
    2. Select the preferred plan for the new line.
    3. Proceed to the Checkout page and make sure you select the eSIM option in your order.
      Note: If you have other active numbers on your account, ensure to select “New Tello Line” under the “My Number” drop-down menu.
    4. Complete all remaining fields for shipping and billing information to finalize the order.

    For an Existing Line:
    If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just transfer to a new device with an eSIM, follow these steps:
    1. Log in to your Tello account.
    2. Go to the My SIM section.
      Note: If you have multiple lines, ensure the correct phone number is selected in the My Number field.
    3. Click on the "Switch to eSIM" or "Get eSIM" button.
    4. Read and agree to the information agreement checkbox.
    5. Complete the prompts.
    6. Finally, click the “Activate” button to generate the eSIM installation QR code.

    Once you order a new eSIM, go to the "My SIM" Section on your Tello account and follow the installation steps.