Question 1

I activated my SIM but the service is not working. What can I do?

Accepted Answer

If you have activated your SIM in your Tello account but the service still does not work on your device, there are a few steps you need to follow in order to check the activation completed correctly.

1. SIM /eSIM Check
If you ordered a physical SIM, Power OFF your phone, remove the SIM and check it is inserted correctly. For this we suggest checking the steps for your Android or IOS device model online as it can have some variations. Alternatively, you can also check this guide on our blog.

If you ordered an eSIM simply restart your phone and check the eSIM is correctly configured under settings.

Android: Settings > Connections/ Network & Internet > SIM Manager/ SIMs > check the Tello eSIM is ON.
IOS: Settings > Cellular > Under the SIMs section, check the Tello eSIM is ON.

Additionally each type of device will also offer different settings for Dual SIM preferences. In case you have more than one line in the same device, make sure the correct SIM is selected for calls and data services.
For more detailed steps on Dual SIM configuration we advise consulting the respective manufacturers instructions.

2. SIM Error "Invalid SIM" or similar.
If after inserting the SIM card or installing the eSIM, your device displays a "Invalid SIM", " Network Unlock PIN" or similar notifications; this indicates your phone is carrier locked to another service provider.
On iPhones, you can also check this by going to Settings> General > About > Carrier Lock. SIM Locked means the device is carrier locked.
To unlock the device or verify the lock status you will need to contact the provider of the phone.

3. Software Update check
Check that your device has the latest software version installed.

Android: Tap Settings > System> Software Update.
IOS: Tap Settings > General > Software Update.

Download and install any updates available, restart your device and test the service.

4. Network Technology check
Ensure that VoLTE is enabled.

Android:

Go to Setttings> Connections/Network & Internet > Mobile Networks >
If you have an option for VoLTE, make sure its ON (In some models this optpion can also be named: Enhanced 4G, HD Calls or similar)

IOS:

Tap Settings > General > Cellular (or Mobile Data) > Ensure the Cellular Data (or Mobile Data) switch is in the "ON" position.
Tap Cellular Data (or Mobile Data) Options > Tap Voice & Data.
Ensure LTE is selected (has a checkmark). If not, tap.
Ensure the VoLTE slider is in the "ON" position.

*These instructions are for the newest iOS versions (iOS 14 or above). On older versions of iOS, the process to turn on VoLTE will be very similar.

5. APN check
Check that your APN settings installed correctly:

Android (dropdown or link)
Tap on Settings > Connecctions/ Network & Internet > Mobile Network > Access Point Names
Check the avaiblae APN settings in your device, by default might be (fast.t-mobile.com)
If you dont have the default APN , then tap on the 3 dot menu > Reset to Default
After this, the default option might show and you need to select it.
Alternatively, you can ADD a new APN with the next details:
- *Name: APN
- *APN: wholesale
- *MMSC: http://wholesale.mmsmvno.com/mms/wapenc
- *Proxy: (leave blank)
- *Port: 8080
- *Username & Password: (leave blank)
- *Server: (leave blank)
- *MMS Proxy: (leave blank)
- *MMS Port: (leave blank)
- *MNC: 240
- *Authentication Type: (leave blank)
- *APN Type: default,supl,mms
- *Protocol: IPv4
- *MCC: 310
Save the setting, select it and reboot your device to test the service.

iOS (dropdown or link)
Tap Settings > Cellular or Mobile Data > Cellular Data Network / Mobile Data Network:
By default iPhones and other IOS devices will show the next APN settings when using the Tello network:

Mobile Data
APN: wholesale

MMS
APN: service
MMSC: http://wholesale.mmsmvno.com/mms/wapenc

Personal Hotspot
APN: wholesale
Leave everything else blank.

If any of the fields is empty or incomplete, scroll down to the last option and tap on "Reset Settings" to reset the APNs to default.
Alternatively if the APNs are not set automatically after the reset, enter the information provided above.
Finally reboot your device and test the service.

6. Reset your Network Settings
If none of the previous steps solved the issue, please reset the network settings on your device. Note, 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.

Android

Go to Settings > General Management or System > Reset options > Reset Network Settings ( Reset Mobile, Wi-Fi and Bluetooth)
Reboot your device and test the service.

iOS

Tap Settings > General > Reset or Transfer > > Reset > Reset Network Settings.
Enter your passcode and wait for the device to restart on its own.
Test the service

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.

Question 2

How can I activate the service when I receive my new Tello SIM?

Accepted Answer

If you have just purchased or received your new Tello GSM SIM, here is how to get the Tello service activated.

When you purchase a Tello GSM SIM Card, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone.
You receive 1 SIM card and that 1 SIM card contains the three different sized punch-out SIM options.

When the package arrives, follow these steps:

Go to the "My SIM" section of your Tello online account.
Enter your Activation Code in the provided field and follow the prompts to Activate.
Once the activation is processed, a new number will display on your Dashboard.
Then you can insert the SIM card according to the device instructions and Turn On the device to test the service.
If your phone does not activate automatically, please wait 10 minutes, then reboot your phone and try again.
Start calling, texting & surfing the web with Tello!

Tello Phone Number & Porting

Every SIM activation for a new line generates a new Tello phone number. You will see a new number provided by Tello in your online account when the activation process is completed.

You will not be able to port in a new number until you have successfully activated the SIM Card in your online account. Only after the activation is done, you can start a Port In Request that will replace the Tello number with the transferred number.

The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.

If you need help inserting the SIM, see How do I insert the Tello GSM SIM card?
*If you experience any issues with the service please check the Technical Support section for your issue description.
Alternatively if you are not able to find a solution or similar issue please contact us directly for further assistance.

Question 3

How can I activate the service when I receive my new Tello Phone?

Accepted Answer

If you have activated your SIM in your Tello account but the service still does not work on your device, there are a few steps you need to follow in order to check the activation completed correctly.

1. SIM /eSIM Check
If you ordered a physical SIM, Power OFF your phone, remove the SIM and check it is inserted correctly. For this we suggest checking the steps for your Android or IOS device model online as it can have some variations. Alternatively, you can also check this guide on our blog.

If you ordered an eSIM simply restart your phone and check the eSIM is correctly configured under settings.

Android: Settings > Connections/ Network & Internet > SIM Manager/ SIMs > check the Tello eSIM is ON.
IOS: Settings > Cellular > Under the SIMs section, check the Tello eSIM is ON.

Additionally each type of device will also offer different settings for Dual SIM preferences. In case you have more than one line in the same device, make sure the correct SIM is selected for calls and data services.
For more detailed steps on Dual SIM configuration we advise consulting the respective manufacturers instructions.

2. SIM Error "Invalid SIM" or similar.
If after inserting the SIM card or installing the eSIM, your device displays a "Invalid SIM", " Network Unlock PIN" or similar notifications; this indicates your phone is carrier locked to another service provider.

On iPhones, you can also check this by going to Settings> General > About > Carrier Lock. SIM Locked means the device is carrier locked.
To unlock the device or verify the lock status you will need to contact the provider of the phone.

3. Software Update check
Check that your device has the latest software version installed: Android: Tap Settings > System> Software Update. -IOS: Tap Settings > General > Software Update.
Download and install any updates available, restart your device and test the service.

4. Network Technology check Ensure that VoLTE is enabled.
Android:

Go to Setttings> Connections/Network & Internet > Mobile Networks >
If you have an option for VoLTE, make sure its ON (In some models this option can also be named: Enhanced 4G, HD Calls or similar)

iOS:

Tap Settings > General > Cellular (or Mobile Data) > Ensure the Cellular Data (or Mobile Data) switch is in the "ON" position.
Tap Cellular Data (or Mobile Data) Options > Tap Voice & Data.
Ensure LTE is selected (has a checkmark). If not, tap.
Ensure the VoLTE slider is in the "ON" position.

*These instructions are for the newest iOS versions (iOS 14 or above). On older versions of iOS, the process to turn on VoLTE will be very similar.

5. APN check
Check that your APN settings installed correctly:

Android (dropdown or link)

Tap on Settings > Connecctions/ Network & Internet > Mobile Network > Access Point Names
Check the avaiblae APN settings in your device, by default might be (fast.t-mobile.com)
If you dont have the default APN , then tap on the 3 dot menu > Reset to Default
After this, the default option might show and you need to select it.
Alternatively, you can ADD a new APN with the next details:
- *Name: APN
- *APN: wholesale
- *MMSC: http://wholesale.mmsmvno.com/mms/wapenc
- *Proxy: (leave blank)
- *Port: 8080
- *Username & Password: (leave blank)
- *Server: (leave blank)
- *MMS Proxy: (leave blank)
- *MMS Port: (leave blank)
- *MNC: 240
- *Authentication Type: (leave blank)
- *APN Type: default,supl,mms
- *Protocol: IPv4
- *MCC: 310
Save the setting, select it and reboot your device to test the service.

iOS (dropdown or link)

Tap Settings > Cellular or Mobile Data > Cellular Data Network / Mobile Data Network:
By default iPhones and other IOS devices will show the next APN settings when using the Tello network:

* Mobile Data
APN: wholesale

* MMS
APN: service
MMSC: http://wholesale.mmsmvno.com/mms/wapenc

* Personal Hotspot
APN: wholesale
Leave everything else blank.

If any of the fields is empty or incomplete, scroll down to the last option and tap on "Reset Settings" to reset the APNs to default.
Alternatively if the APNs are not set automatically after the reset, enter the information provided above.
Finally reboot your device and test the service.

6. Reset your Network Settings
If none of the previous steps solved the issue, please reset the network settings on your device. Note, 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.

Android

Go to Settings > General Management or System > Reset options > Reset Network Settings ( Reset Mobile, Wi-Fi and Bluetooth)
Reboot your device and test the service.

iOS

Tap Settings > General > Reset or Transfer > > Reset > Reset Network Settings.
Enter your passcode and wait for the device to restart on its own.
Test the service

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.

Question 4

How do I insert the Tello SIM card?

Accepted Answer

When you purchase a Tello GSM SIM Card, you receive a 3-in-1 SIM card that includes mini (2FF), micro (3FF), and nano (4FF) sizes to fit any type of compatible phone. You receive a big card with 1 SIM card and your activation code. That 1 SIM card contains the three different sized punch-out SIM options.

Take a close look at your phone's SIM Card tray size and then note the three different sized cut-out SIM options we sent you.
Carefully punch the size that will fit your phone and insert the new SIM.

To insert the SIM, please follow the next steps:

On Most Smartphones

Into the small hole on one of the phone's edges. This hole can be located in the top, bottom, left or right edge depending on the band of your device, please make sure to check your respective device instructions.
Insert the SIM ejection tool ( or a similar tool , eg. paper clip)
Firmly but gently push until the tray pops out.
Remove the tray and put the SIM card in the tray.
Gently push the tray with the SIM back into its slot.
Turn ON your phone and test the service.

Flip Phones and other featured phones

Check your device manual to find the location of the SIM card tray. In most flip phones and basic phones this will be on the back of the phone and below the battery.

If applicable, remove the back cover of your device, locate the SIM card tray (it will usually be indicated with a SIM card icon)
Insert the SIM card. This is normally done by sliding the SIM card into or under the tray.

Video Tutorials & Phone Manual You can check the Tello blog Tutorial for more details on the SIM card tray options and variants for flip phones or older device models: How to Install your Tello GSM SIM?

Your phone manual (or a google search) will also tell you what sized SIM your phone requires (mini, micro, or nano) and tell you where the SIM slot is located. You can also check online video tutorials on how to install your SIM correctly.

Question 5

I have multiple lines to activate and I received multiple SIMs. 
Which SIM should I activate for which line?

Accepted Answer

If you ordered multiple lines on the same account and received multiple SIM cards, you might wonder how to match the SIM card to the correct plan?

Each order you placed will be associated with a plan you selected. When activating your SIM cards you can activate any of them first.
Just take note of the SIM card number and the order/Plan you are linking to it.
This way you can later on insert the correct SIM card to the desired device.

You can also match match the tracking code of the package to the one that shows in your online account.

Go to the My SIM page of your online account.
In the Confirm Your Delivery section you will see a tracking code in the "Follow your delivery" field.
Match that tracking code with the one listed on the package the SIM arrived in and that SIM is the correction one to activate on that line.

The SIM Card number is a 20 digit number printed on the SIM and below the barcode of the bigger card the SIM card came in.

Question 6

Can I port in my Canadian number?

Accepted Answer

Unfortunately, no. Only US numbers can be ported into Tello.

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