Question 1

I can't activate my iPhone. 
What can I do?

Accepted Answer

If your iOS 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 your SIM is not recognized or you see a message like "No SIM", "Invalid SIM" or anything similar please try to remove the SIM, wait 10 seconds and insert the SIM back.
Make sure you're using a reliable Wi-Fi connection, as this action should trigger a new activation process.
For more about SIM errors see "What do I do if I have a SIM card error message?"

3. SIM Lock check
To check if your SIM is locked go to Settings > General > About.
Under Network Provider Lock (or Carrier Lock) which is near the bottom of the scroll, you should see a message that says "No SIM restrictions."
If you don't see that message, please contact your previous carrier.
You can also read more about this here: https://support.apple.com/en-us/HT201328.

4. Network Profiles check
Check if your phone has the latest network profiles.
Firstly ensure your device is connected to Wi-Fi or to a cellular network.
Tap Settings > General > About > Follow the onscreen instructions to install your carrier update.
If an update is available, you'll see an option to update your carrier settings.
You can also read more about this here: https://support.apple.com/en-us/HT201270.

5. Software Update check
Check that your device has the latest iOS software version installed.
Tap Settings > General > Software Update.
Here are more details on this: https://support.apple.com/en-us/HT204204.

6. Network Technology check
Ensure that VoLTE is enabled
Tap Settings > General > Cellular (or Mobile) > 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 version (iOS 14). On older versions of iOS, the process to turn on VoLTE will be very similar.

7. APN check
Check that your APN settings installed correctly:
Tap Settings > Cellular > Cellular Data Options > Cellular Network (or Settings > Mobile Data > Mobile Data Options > Mobile Data Network):

Internet APN "wholesale"
MMS APN "service" with MMSC value "http://wholesale.mmsmvno.com/mms/wapenc"
Hotspot APN "wholesale"

Now restart your device to allow the new settings to take effect.

8. Reset your Network Settings
Tap Settings > General > Reset > Reset Network 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.

Question 2

How can I activate the service when I receive my new Tello GSM 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, 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.
Complete the field(s) required and follow the prompts.
Once the website has confirmed that the activation process has finished which can take up to 20 minutes, wait another 5 minutes.
Insert the new Tello GSM SIM (logo side up) and switch the fully charged phone ON.
Follow any on-screen steps provided and your phone should start to automatically activate the Tello service.
If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
You can also manually activate your phone by following the steps under the FAQ at the bottom of the My SIM page.
Start calling, texting & surfing the web with Tello!

Tello Phone Number & Porting
Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
You will not be able to port in a new number (to replace that Tello number) until you have successfully activated that SIM in your online account.

Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in.
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?

Question 3

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

Accepted Answer

If you have just purchased or received your new Tello Phone, here are the next steps to get the Tello service activated.

Your phone will arrive in a plain generic packaging box with simply the device, battery & charger.

It will not contain any manual or guide or accessories.
The phone manual is available in your online account, however.
Simply go to our Phones page, click "View Details" and scroll down to the Tech Specs section where you will see "User Manual".

When the package arrives, follow these steps:
1. Unpack the phone, plug it in and leave it to charge fully.
Do not turn it on yet.
2. Go to the "My SIM" section of your Tello online account.
3. Complete the field(s) required and follow the prompts.
4. After activating the service, which can sometimes take up to 20 minutes, wait another 5 minutes and then switch your fully charged phone ON.
5. Your phone should start to automatically activate with the Tello service.
6. If your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
7. You can also manually activate your phone by following the steps under the FAQ at the bottom of the My SIM page.
8. Start calling, texting & surfing the web with Tello!

Tello Phone Number & Porting
Every SIM delivery for a new line generates a new Tello phone number once activated. You will see a new Tello phone number in your online account when the activation process is completed.
You will not be able to port in a new number (replace that Tello number) until you have successfully activated that SIM in your online account.

Only after you have successfully activated the SIM in your online account, you can port in your own number to us by submitting a port-in.
The port-in form will only become available & visible after a successful SIM activation and it can only be done from your online account.

When you activate the service with Tello, all your APN settings are usually set automatically.
However, if you're having any issues with data, hotspot, MMS or group messaging, you need to check your APN settings to make sure that they're correct.
See "What APN settings are needed with Tello?"

Question 4

How do I insert the Tello GSM SIM card?

Accepted Answer

On most phones, the SIM card can only be installed one way, with the logo side up and the cut-off corner of the sim card matching with the cut-off corner of the phone's SIM tray.

When you purchase a Tello GSM SIM, 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.
Follow these simple steps to install the SIM correctly but only AFTER you have activated the SIM from your online account.

Turn off your phone. If you already have an old SIM Card in your phone, remove it using a SIM card eject-tool or the tip of a paper clip.
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 logo side up. Your Tello SIM is now installed.
Turn on the phone, follow any on-screen steps provided and your phone should start to automatically activate the Tello service.
If by chance your phone does not activate automatically, please wait 30 minutes, then reboot your phone and try again.
You can also manually activate your phone by following the steps provided under the FAQ at the bottom of the My SIM page.

Video Tutorials & Phone Manual
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

The way to activate the correct SIM on the correct line is to 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.

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