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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

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