Q: My phone was lost / stolen. How can I block my number?

1. If your phone was stolen, here’s what to do: Log in to your Tello online account from another device : Go to My SIM and select Block number (scroll down the page). From the My SIM section, order a new eSIM or physical SIM . Set it up on your new device using the QR code available in your account. You’ll keep your number and your service will continue smoothly. Change your Tello account password to prevent unauthorized access. Important: You can reinstall and log in to the My Tello app on your new device. If your Tello account is linked to your email or other accounts, change those passwords as well. Add an extra layer of protection by enabling Two-Factor Authentication from your account settings. Check the Activity section of your account for any suspicious activity. 2. If your phone was lost or misplaced (not stolen): Log in to your Tello online account from another device: [link] Go to My SIM and tap Block number, then follow the steps above. Found your phone? If you recover your phone and you did not order a new eSIM or SIM, please contact our Support Team so we can unblock your number.

Question 1

What's a security PIN?

Accepted Answer

A security PIN is a 4-digit number that enhances the security of your Tello account. It is essential to set up a Security PIN as soon as possible after creating your Tello Account.
A security PIN is a 4-digit number which serves as an extra security feature, granting you exclusive access to request specific account changes, such as device changes, SIM changes, port-outs, and account deletion.
It's important to note that the Security PIN does not replace the password of your online account and it is distinct from the port-out PIN required when leaving Tello and porting out your phone number.

If you cannot recall your Security PIN, you can reset it anytime from your online account (not the "My Tello" App), with the "Reset Security PIN" option. You'll receive a reset code via SMS. After receiving the reset code on your phone, return to the "Reset Security PIN" section and input the code under the "Reset Code" field. Proceed to set up your new Security PIN.
Please note that the reset code serves as a temporary code only, that facilitates the setup of a new Security PIN, for your convenience.

Question 2

How can I change my Security PIN?

Accepted Answer

To change your current Security PIN, follow these steps:

Go to the "My Information" section of your online account (not the "My Tello" App).
Navigate to the "Account Details" section.
Click the green "Change" button next to the "Security PIN" label. You will first be prompted to confirm your current Security PIN. If you can't remember it, you can use the "Reset Security PIN" option.
After confirming your current Security PIN, you can input a new Security PIN in the "Set new Security PIN" field.
Click "Update Security PIN."

Important Notes:
The new Security PIN you choose must be a 4-digit number-only code. It cannot contain letters or any other special characters.
The Security PIN is different from the porting out PIN required when you choose to leave Tello.

Question 3

How can I find or reset my Security PIN?

Accepted Answer

The security PIN is generated when creating your account. If you can't recall or can't find your security PIN, please follow the steps below:

Go to the My Information page of your online account
Under "Account Details", find "PIN" and click on the green button "Change"
Proceed to click on "Reset Security PIN"
Choose the number where the Temporary PIN will be sent to, as an SMS.

Note: You must have the SMS services "ON" for this action.

The last step is for you to "Change" your security PIN using the temporary code we send to your device.

Question 4

How can I contact Customer Support?

Accepted Answer

We provide 24/7 Support and our email & chat channels are the fastest and most available.
Our email response time is less than 1 hour on average.
To save time, we recommend that you search for the answers in our Help Center first before contacting our Customer Support team.

For device compatibility, please don't contact our support team with just the make & model of the device because with just that information we can not say for certain if it will be compatible with our network. Simply follow our compatibility guidelines.

For any service issues you experience please try the online troubleshooting steps first before contacting our support team.
If you still have service or activation issues after trying our Help Center troubleshooting steps, please 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

Question 5

How can I set up my Security PIN?

Accepted Answer

After creating your Tello online account, you will be prompted to set up a Tello Security PIN.
You have a limited period of time to set up your Security PIN after you create your Tello online account. After this, you will need to use a reset code to set up a new Security PIN. Therefore, it might be easier to set up your Security PIN right after you create your Tello account.
A security PIN is a 4-digit number which serves as an extra security feature, granting you exclusive access to request specific account changes, such as device changes, SIM changes, port-outs, and account deletion.

It's important to note that the Security PIN does not replace the password of your online account and it is distinct from the port-out PIN required when leaving Tello and porting out your phone number.

Question 6

My phone was lost / stolen. How can I block my number?

Accepted Answer

1. If your phone was stolen, here’s what to do:

Log in to your Tello online account from another device: Go to My SIM and select Block number (scroll down the page). From the My SIM section, order a new eSIM or physical SIM. Set it up on your new device using the QR code available in your account.

You’ll keep your number and your service will continue smoothly. Change your Tello account password to prevent unauthorized access.

Important:

You can reinstall and log in to the My Tello app on your new device. If your Tello account is linked to your email or other accounts, change those passwords as well.
Add an extra layer of protection by enabling Two-Factor Authentication from your account settings.
Check the Activity section of your account for any suspicious activity.

2. If your phone was lost or misplaced (not stolen):

Log in to your Tello online account from another device: [link] Go to My SIM and tap Block number, then follow the steps above.

Found your phone?

If you recover your phone and you did not order a new eSIM or SIM, please contact our Support Team so we can unblock your number.

Question 7

What is two-factor authentication?

Accepted Answer

Two-factor authentication (2FA) is a security feature designed to protect your Tello account by requiring two methods of verification to log in — typically your password and a security code. This feature adds an extra layer of protection to keep your account secure.

When 2FA is enabled for your Tello account, you’ll need to provide a one-time security code from a third-party authenticator app (like Google Authenticator or Authy) along with your password. This ensures that only you can access your account, keeping it safe.

Question 8

What third-party applications for two-factor authentication do you support?

Accepted Answer

Our two-factor authentication (2FA) service uses TOTP, which stands for “time-based one-time password.” This means you’ll need to generate a unique, time-sensitive code from an authenticator app each time you log in.

We recommend using a trusted third-party TOTP app like Google Authenticator or Authy for setting up and managing your 2FA codes.

Question 9

How do I set up and use two-factor authentication?

Accepted Answer

Enabling 2FA for your Tello account is easy!

Download a third-party authenticator app like Google Authenticator or Twilio Authy if you haven’t already.
Log in to your Tello account
Navigate to My Information from the main menu.
Scan the QR code displayed on the screen using your authenticator app, or manually enter the setup key provided into your app. Then, click Continue.
Enter the one-time code generated by your authenticator app on the Tello website to complete the setup and you're all set!

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