Frequently Asked Questions

• 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-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-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 "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-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 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.
  
  
• 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!
• How do I order and activate my Tello eSIM?
  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.
  
  If you want activate your Tello eSIM from outside the US, please note the first thing you need to do is set up WI-FI Calling in your Tello account and phone. To set up WI-FI Calling, follow the steps available in My Account - My Settings section.
• 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.
• 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.