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 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 Wi-Fi Calling & Text.
  This includes, one-time passwords (OTPs) and short codes 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, for the service to work abroad, you will still need a network connection. We have a few options for you to accomplish this:
  
  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 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 250+ 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. "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).
  
  Please note that using the App to make calls will also deduct the minutes of your plan.
• 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?
  An eSIM is a digitally embedded SIM card that contains your Tello plan and phone number. Unlike a physical SIM card that you insert into your phone, you can instantly install an eSIM onto your device. After ordering, you can easily activate the eSIM using an eSIM compatible phone and a Wi-Fi network. It's simple and convenient!
  
  Both physical SIM cards and eSIMs connect your phone to a network and provide access to your plan and services. If you have an eSIM compatible device, you can start using your Tello plan immediately without waiting for a physical SIM card to arrive.
• 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.
  
  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 section and enter all required information.
     *If you have other active numbers on your account, ensure to select “New Tello Line” under the “My Number” drop-down menu.
  4. In the “Tello SIM” field, choose the eSIM option.
  5. Provide the IMEI number of your device to verify compatibility. If your device is compatible, you can proceed with the order.
  6. 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 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" or "Get eSIM" button.
  4. Provide the IMEI number of your device.
  5. Read and agree to the information agreement sentence.
  6. Enter your account Security PIN.
  7. Finally, click the “Activate” button to generate the eSIM installation QR code.

  To activate your eSIM check the eSIM 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" or "Get eSIM" button.
  4. Provide the IMEI number of your device.
  5. Read and agree to the information agreement sentence.
  6. Enter your account Security PIN.
  7. Finally, click the “Activate” button to generate the eSIM installation QR code.

  To activate your eSIM check the eSIM Installation Steps
• 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. If you experience any issues with the activation of the eSIM, check the installation steps for your device here.