Frequently Asked Questions

• 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.
• 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 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.
  
  Please note that manual renewal for Unlimited Plans is not available, only one Unlimited Data plan can be purchased per line within a 30-day period.
  
  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.
• Can I purchase more than one plan at a time?
  No. You need to purchase a plan for each line separately.
  Each line will be set up independently. This allows to customize each line's payment method and plans without affecting the others. You can get started on our Family Plans page and follow the prompts to add new lines.
  
  Remember that when you are choosing the amount of lines on the Family Plans section, you don't need to include the ones you already have, only the amount of additional lines desired.
• I ran out of balance before the renewal date. What are my options?
  You have 3 valid options, 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, you can add more data to your plan by purchasing a Data Add-On from your online account or by texting "ADD1GB", "ADD3GB" or "ADD5GB" to 800.
  A Data Add-On is a data top-up that you can add to your current plan. Regardless of the date when the Data Add-On was purchased, it will expire on the same day as your current billing cycle.
  
  Option 2
  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.
  You can top up your PAYG credit by sending an SMS to 800 with the text "ADD10PAYG" or "ADD20PAYG".
  Pay As You Go credit is available for 90 days and then it expires.
  
  Option 3
  You can renew your plan, but that will mean you will change your current billing date to today. You can do this from your Tello online account or by texting "RENEW" to 800.
  If you choose to renew your plan, 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 30 days from today.
  There is no option to change your plan today for it to be effective starting from the next billing cycle.
• 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.