Frequently Asked Questions

• How can I use Wi-Fi Calling?
  Wi-Fi Calling and Text is a great way to stay connected when cell signals are weak or when you're traveling abroad. Before you can use it, you need to complete a quick two-step setup: one in your Tello account and one on your phone.
  
  Step 1: Register Your E911 Address
  For safety reasons, you must have a US emergency address on file before the feature will activate.

  1. Log in to your Tello account and go to My Settings.
  2. Under the Wi-Fi Calling section, click Edit next to "Emergency E911 Address."
  3. Fill in your USA address and click Save.

  
  Step 2: Enable the Feature on Your Phone

  • On iPhones:
    1. Go to Settings ≫ Phone.
    2. Tap Wi-Fi Calling and toggle it ON.
    3. Tap Update Emergency Address and confirm your details.
  • On Androids:
    1. Open your Phone/Dialer app.
    2. Tap the Menu (three dots) in the top right corner.
    3. Go to Settings ≫ Wi-Fi Calling and toggle it ON.

  
  ✅ Pro-Tip
  Once Wi-Fi Calling is active, you can receive One-Time Passwords (OTPs) and verification texts from your bank even if you are outside the US. Just keep in mind that while standard texts (SMS) work over Wi-Fi, picture messages (MMS) do not.
  
  ⚠️ Warning
  Wi-Fi Calling relies on the specific Wi-Fi network you are using. Some public networks (like those in certain offices or hotels) may block Wi-Fi Calling traffic, which is outside of Tello's control.
  
  Next Steps

  • Check our International Calling page to see which of the 60+ countries are included in your plan for free.
  • For a deep dive into how this feature works, visit our Tello Blog.
  • If the toggle on your phone won't stay "ON," double-check that your E911 address was saved successfully in your Tello account first.
• Will "Free International Calling" work when I’m outside the USA?
  Yes! Our "Free International Calling" feature follows your minutes, not your location. If you are calling a destination on our Free List, it doesn't matter if you are in New York or Paris—as long as you have a connection, the call is included in your plan.
  
  To stay connected while traveling abroad, you have three great options:
  

  1. Wi-Fi Calling & Text
     This feature allows 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 long as the destination you are calling is included in our 60+ countries list.
     See full details on this blog.
  
  
  2. International Roaming
     You can now benefit from international roaming in 200+ countries and territories.
     Roaming calls, texting, and data costs are charged from your Pay As You Go balance, so you need a minimum of $5 Pay As You Go credit to activate international roaming.
     Check our International Roaming page rates and information.
  
  
  3. The "My Tello" App
     If your phone doesn't support Wi-Fi Calling, you can use our app over Wi-Fi to make calls.
     Good for: Making outgoing calls using your plan minutes.
     Keep in mind: You cannot receive calls or send/receive texts through the app—it’s for outgoing calls only.
• How is Wi-Fi Calling & Texting Charged?
  Wi-Fi Calling and Texting is a built-in feature of your Tello service — there is no extra monthly fee to use it.
  Instead of using a cell tower, your phone uses a Wi-Fi connection, but the "cost" of the activity is handled just like a regular call or text.
  
  How it Works
  Everything you do over Wi-Fi comes out of your existing balance:

  • Calling the US (or 60+ included countries): Minutes are deducted from your monthly plan balance.
  • Receiving Calls: No matter where the call comes from, the minutes are deducted from your plan balance.
  • International Calls (Destination Not included): If you call a destination not included in our plans (like Cuba), it will be charged to your Pay As You Go balance.
  • Texting: Wi-Fi texts are deducted from your plan’s text balance just like regular texts.

  
  ✅ Pro-Tip
  Wi-Fi Calling is perfect for staying connected in areas with a weak cellular signal or when traveling abroad, as it treats your calls and texts as if you were standing right here in the US.
  
  Next Steps

  • Make sure you have an active minute balance to use these features.
  • Check out our guide on How can I use Wi-Fi Calling? to get it set up on your device.
  • If you're calling abroad, verify if your destination is one of the 60+ included countries.
• What's an eSIM and how does it work?
  An eSIM is essentially a digital version of the traditional SIM card. Instead of sliding a piece of plastic into your phone, the "chip" is already built into your device's hardware. It holds your Tello plan and phone number just like a regular SIM, but without the wait.
  
  Compared to a regular SIM card, the eSIM offers some benefits:

  • No need for delivery: You can activate your plan the moment you finish checking out. No more waiting 3–5 days for a package.
  • Dual SIM options: Using an eSIM leaves your physical SIM slot free, making it easy to use two lines on one phone (perfect for travel or business).
  • You can manage your eSIM from your account online and device settings, no need for paperclips.

  
  Ready to get started?
  First things first: your phone needs to be eSIM-capable. You can quickly verify your device on our Compatibility Checker.
  
  Once you’ve confirmed your phone is ready, just follow the installation steps.
  Note: Tello does not support external eSIMs. A compatible device is required.
• How do I order a Tello eSIM?
  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.
• Can I replace my physical Tello SIM with an eSIM?
  If you are currently using Tello services and wish to switch from a regular SIM card to an eSIM or just swap devices with eSIM, follow these steps:

  1. Log in to your Tello account.
  2. Go to the My SIM section.
     *If you have multiple lines, ensure the correct phone number is selected in the My Number field.
  3. Click on the "Switch to eSIM" button.
  4. Follow the prompts to complete the required fields.
     Note: You will need your account Security PIN for this action.
  5. Finally, click the “Activate” button to generate the eSIM.
  6. To activate your eSIM check the eSIM Installation Steps.
• How to switch to a new phone with eSIM?
  Switching your Tello service to a new device is quick and easy!
  However, it is important to note that Tello does not support "Direct eSIM Transfer" (the built-in iPhone or Android feature that copies an eSIM from one phone to another).
  
  Instead, you will simply generate a fresh eSIM for your new device. This process will not affect your phone number.
  
  Step 1: Check Compatibility
  Before you begin, ensure your new phone is ready:

  • Carrier Unlocked: The new device must be fully unlocked.
  • Compatibility Check: Verify your new phone’s IMEI on our Compatibility Checker.

  
  Step 2: Prepare for the Switch
  To ensure a smooth transition, make sure you have:

  • Your Tello Account Security Pin
    *If you don't have your PIN, check the Security PIN help details
  • A stable Wi-Fi connection on both your old and new devices.
  • Access to your Tello account on a computer or your old phone.

  
  Step 3: Generate Your New eSIM

  • Log in to your Tello account and go to the "My SIM" section.
  • Select the phone number you will move to the new device, and click on "ESIM," and follow the prompts.
  • Once the new eSIM is generated, follow the installation instructions with your new device.

  
  ⚠️Important

  • Immediate Swap: As soon as you generate the new eSIM, the eSIM on your old device will be deactivated. You will be without service until the new eSIM is fully installed.
  • No Data Transfer: This process only moves your Tello phone service. It does not transfer your photos, text messages, contacts, or apps. You should use iCloud, Google Drive, or a device-to-device transfer tool for your personal files.