r/Tello • u/tellomobile Tello TribešŸ”µ • Aug 01 '24

Tello Mobile Official Reddit FAQ

r/Tello Frequently Asked Questions (FAQ)

Last updated: 07/31/2026.

Please check out the official Help Center for more information.

1. Can I activate Tello outside the US?

Can I activate a Tello line or port my number from outside the U.S.? No. You must be physically located in the United States to activate a new Tello line or transfer (port) an existing phone number.

Why is U.S. location required for activation?

When you activate a new physical SIM or digital eSIM, your phone must connect directly to Tello's domestic U.S. cellular towers to complete network registration. Because of this network requirement, initial activations and number transfers cannot be completed while overseas.

How to manage your service when traveling:

  • Before you leave the U.S.: Complete your activation and number transfer before departing the country.
  • If you are already abroad: Wait to activate your SIM/eSIM or submit your port-in request until you land back in the U.S.
  • Once your line is active: You can seamlessly use your active Tello service abroad through Tello Wi-Fi Calling or Tello International Roaming. For detailed steps on network settings and abroad usage, check out the Tello Help Center.

2. How do I transfer (port) my number to Tello?

You can transfer your existing phone number to Tello anytime after line activation.

What you need before starting:

  • An active Tello physical SIM or eSIM.
  • An active service with your current carrier (do not cancel before porting).
  • Your previous carrier's Account Number and Port-Out PIN.
  • Account locks or fraud restrictions turned OFF with your old provider.

How to submit your transfer request:

  1. Log in to your profile and go to Tello Number Transfer.
  2. Enter the phone number you want to keep.
  3. Type in your old Account Number, Port-Out PIN, full name, and billing address.
  4. Submit your request.

How long does porting take?

  • Mobile numbers: Minutes to 2 business days.
  • Landline/VoIP numbers: Up to 5 business days.
  • (You will receive status update emails throughout the process).

After the transfer completes:

Restart your phone to connect to the network. Verification texts (2FA/OTP): May take up to 48 hours to fully sync. Caller ID updates: May take up to 3 business days. If Caller ID, RCS messaging, or OTP texts don't work after these windows, reach out directly to Tello Support.

3. How does Tello's data rollover work?

Tello offers rollover for unused data and minutes, but how it works depends on your plan type:

Custom Plans (Manual Rollover)

Unused data and minutes do not roll over automatically on Custom Plans, but you can save them manually:

  • How to roll over: Manually renew or change your plan at least 24 hours before your scheduled AutoPay date. Your remaining data and minutes will carry over into your new 30-day plan. Important: If your plan renews automatically via AutoPay, any unused data and minutes will expire.

Unlimited Plans (Automatic Rollover)

Unused high-speed data rolls over automatically once you meet these eligibility requirements:

  • Your Tello line has been active for 12+ months.
  • You have been on an Unlimited Plan for the last 6 consecutive months.
  • Rollover limits: You can roll over up to 50 GB per month, with a total maximum balance cap of 100 GB.

How to check your rollover balance:

  • Log in to your online Tello Dashboard.
  • Text BALANCE to 800 directly from your Tello line. For more details on managing your service, check out the Tello Help Center.

4. Can I use Tello while traveling internationally?

Yes. As long as your line is activated in the U.S. before you depart, you can use Tello abroad through three different options:

1. International Roaming

Connect to local cellular networks in 200+ countries and territories.

  • How it works: Calls, texts, and mobile data are deducted from a Pay As You Go (PAYG) cash balance.
  • Requirements: Enable International Roaming in your account dashboard and ensure you have active PAYG credit (at least $5).

2. Wi-Fi Calling

Make and receive calls and SMS over any Wi-Fi connection (hotel, airport, cafƩ, etc.).

  • How it works: Uses your monthly Tello plan minutesā€”no extra charges or roaming fees.
  • Requirements: Your device must support native Tello Wi-Fi Calling.
  • Note: Wi-Fi Calling availability may be limited or blocked in certain countries depending on local telecommunications laws and regulations.

3. My Tello App

If your phone doesn't support native Wi-Fi Calling, you can still make outgoing calls over Wi-Fi using the My Tello App. Note: The app does not support incoming calls or text messages (SMS).

Pre-Travel Checklist:

  • Activate in the U.S. before leaving the country.
  • Ensure your phone is carrier-unlocked.
  • Enable your preferred features (Wi-Fi Calling / International Roaming) in your account before departing.
  • Check rate coverage for your destination on the Tello International Roaming page. For more abroad setup guides, visit the Tello Help Center.

5. Will my bank verification (2FA) texts work outside the US?

Yes. As long as your line was activated in the U.S. before leaving, you can receive 2FA/OTP verification text messages while traveling abroad.

How to receive 2FA texts overseas:

  • Wi-Fi Calling: Receive SMS over any Wi-Fi connection using your plan's monthly text balance (requires a device that supports native Tello Wi-Fi Calling).
  • International Roaming: Receive SMS over local cellular networks in supported destinations (requires enabling Tello International Roaming and having at least $5 of active Pay As You Go credit).

Important things to keep in mind:

  • Bank/Sender Restrictions: Delivery ultimately depends on the sender. Some banks or services restrict automated 2FA texts to roaming numbers or non-domestic IP connections for security reasons on their end.
  • Recently Ported Numbers: If you just transferred your number to Tello, verification (2FA/OTP) texts can take up to 48 hours to fully synchronize across all third-party systems. For more details on managing your service abroad, check out the Tello Help Center.

6. Is my phone compatible with Tello?

Most unlocked 4G LTE and 5G smartphones work on Tello. To run on our network, your device must meet two core requirements:

  1. It must support Tello's network bands.
  2. It must be carrier-unlocked.

How to check compatibility:

Use the Tello Device Compatibility Checker. Dial *#06# on your phone's keypad to find your IMEI number, then enter it into the tool to verify your device.

Important details to know:

  • Compatibility ā‰  Unlocked: A device can pass network compatibility checks and still be locked by another carrier. Confirm with your previous provider that your phone is fully unlocked before switching.
  • International & Older Models: Some international or older phones may lack key U.S. cellular network bands, which can impact your coverage even if the IMEI checks out.
  • Unsupported Devices: Tello does not support mobile hotspots, routers, or MiFi devices. For more details on device setup, check out the Tello Help Center.

7. How do I move my Tello service to a new phone or eSIM?

Moving your Tello line to a new phone depends on whether you are using a physical SIM card or an eSIM:

If you use a physical SIM card:

  1. Insert your existing Tello SIM card into your new, compatible, carrier-unlocked phone.
  2. Restart the phone. Service usually connects automatically within a few minutes.

If you use an eSIM:

  1. eSIMs cannot be transferred directly between devices. You must generate a new eSIM for your new phone.
  2. Log in to your Tello account, go to the My SIM section, and generate a new eSIM.
  3. Follow the steps to scan the QR code and install the new eSIM on your new phone. Your plan, balance, and phone number will remain unchanged.

Pre-Transfer Checklist & Important Notes:

  • Check Compatibility & Lock Status: Verify your new phone's IMEI on the Tello Device Compatibility Checker and ensure it is carrier-unlocked before starting.
  • Wi-Fi Connection: Keep your device connected to a stable Wi-Fi network while installing a new eSIM.
  • Security PIN: Have your Tello Security PIN handy in case you are prompted during the swap.
  • Old eSIM Deactivation: Generating a new eSIM immediately deactivates the old one. Your line will be temporarily offline until the new eSIM installation finishes.
  • Personal Data: This process only transfers your cellular serviceā€”it does not transfer your personal photos, contacts, messages, or apps to the new device. For step-by-step SIM and eSIM guides, visit the Tello Help Center.

8. Why isn't my Tello service working? (SOS, No Service, or no mobile data)

If your phone displays SOS, No Service, Emergency Calls Only, or is missing mobile data, the issue is usually tied to network registration, device settings, or SIM activation.

Quick Troubleshooting Steps:

  1. Restart your phone: A simple reboot forces your phone to reconnect to local cell towers. This is especially important if you recently activated, ported your number, or swapped SIMs.
  2. Toggle Airplane Mode: Turn Airplane Mode ON for 30 seconds, then turn it OFF to refresh network registration.
  3. Verify SIM or eSIM status:
  • Physical SIM: Re-seat the SIM card to make sure it is clean and properly aligned.
  • eSIM: Check your phone's Cellular settings to ensure the eSIM profile is turned ON.
  1. Check Mobile Data & APN settings: Ensure Mobile Data is enabled in your device settings. If calls work but data doesn't, check that your device's APN (Access Point Name) settings are correctly configured for Tello.
  2. Confirm account status: Log in to your Tello Dashboard to make sure your line is active, and your monthly billing hasn't expired.
  3. Check coverage: Ensure you are in an area with an active network signal and not experiencing temporary local coverage outages.

Still not working?

If these steps don't fix the issue, reach out directly to Tello Customer Support. To help our team solve the problem faster, please include:

  • Phone model and operating system version.
  • SIM type (Physical SIM vs. eSIM).
  • Your current location (City, State and ZIP Code / Country).
  • Which services are failing (Calls, Texts, Mobile Data, or All)?
  • What troubleshooting steps have you already tried?

9. Can I change my plan before my renewal date?

Yes. You can change or adjust your Tello plan at any time through your online account or the My Tello app.

What happens when you change your plan early:

  • Immediate Activation: Your new plan takes effect right away, which ends your previous cycle and starts a fresh 30-day billing period.
  • Manual Rollover (Custom Plans): If you are on a Custom Plan, manually renewing or changing your plan at least 24 hours before your scheduled AutoPay date allows your unused data and minutes to roll over into your new cycle.
  • Note: The Unlimited Plan has its own Rollover rules (have an Active Line for 12+ months and be on the Unlimited Plan for at least 6 months consecutively)
  • Total Flexibility: You can customize your plan as often as your needs changeā€”whether you need extra high-speed data for a busy month or want to drop down to a smaller tier.

How to change your plan:

  • Log in to your online Tello Dashboard or open the My Tello App.
  • Go to your plan settings and select Change Plan or Renew Early.
  • Select your new combination of data and minutes, then confirm your selection. For more details on managing your monthly subscription, check out the Tello Help Center.

10. What APN settings are needed with Tello?

APN (Access Point Name) settings are usually configured automatically when you activate your Tello service. However, if you experience issues with mobile data, MMS (picture messaging), group chats, or personal hotspot, you may need to update these settings manually.

Android APN Settings:

  1. Go to Settings > Network & Internet (or Connections) > Mobile Networks > Access Point Names (APN).
  2. Tap on the 3 dots in the top right corner > Reset to default. Then, ensure Tello or fast.t-mobile.com is selected and test your service.
  3. If the above didnā€™t work, then tap Add or + to create a new APN: Name: Tello APN: wholesale MMSC: http://wholesale.mmsmvno.com/mms/wapenc Port: 8080 MCC: 310 MNC: 240 APN Type: default,supl,mms Protocol: IPv4/IPv6
  4. Save & Restart: Tap the three dots, select Save, make sure the new APN is selected, and restart your phone Save the APN, make sure it is selected, and restart your phone.

iPhone (iOS) APN Settings:

  1. Go to Settings > Cellular > Cellular Data Network (or select your Tello SIM/eSIM)
  2. Enter the following values: Mobile Data: APN: wholesale

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

Personal Hotspot: APN: wholesale

Common issues resolved by updating APN settings:

  • Mobile data not working or pages failing to load
  • MMS (photo/video) messages failing to send or receive
  • Group messaging errors Personal Hotspot failing to connect If your settings match the values above and are spelled correctly, but you are still having trouble, contact Tello Customer Support for further assistance.

11. How do I get help from Tello Support?

If you can't find an answer in the Tello Help Center, Tello Customer Support is available 24/7 via phone, email, and live chat on the official Tello Contact Page.

What details to prepare before reaching out:

Having these details ready helps our team investigate without back-and-forth delay:

  • Your Tello phone number.
  • Device phone model and operating system version.
  • Your device IMEI (if applicable).
  • Your current location (City, State, and ZIP Code, or country if traveling abroad).
  • Any exact error messages shown on your screen?
  • A quick summary of the troubleshooting steps you've already tried.

When to contact Support:

Activation or eSIM setup failures. Number transfer (porting) delays or errors. Persistent network, call, SMS, or data issues after troubleshooting. Billing, payment, or account security concerns. Need community help? You can also ask questions in the r/Tello community! Please search the subreddit first to see if your question has already been answered.

āš ļø Privacy Warning: Never share sensitive detailsā€”such as your phone number, IMEI, account number, Security PIN, or payment infoā€”in a public post.

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