Help Center

Frequently Asked Questions

    Call & Order History

    Where can I find my call history?
    You can find your call history by logging in and going to My Tello > SIM History.
    How do I check my Order History?
    You can check your orders by logging in to your account on our website, or using the "My tello" app.

    Delivery

    I didn’t get my SIM yet, what should I do?
    If more than 7 business days have passed since you ordered your SIM card, please contact our Customer Service to report it.
    What does 'waiting for shipping' mean?
    If you encounter the message "waiting for shipping", it means that your SIM has been shipped to the address you provided and you should receive it within a minimum of 1 day to a maximum of 7 days.

    Pay As You Go

    How can I top up my Tello SIM card?
    If you want to add Pay As You Go credit besides your national or international plan, click the Top Up button available on the homepage or the one from your account, and proceed to payment. You can also top up with Pay As You Go Credit directly from our app - My Tello.
    How does Pay As You Go work?
    Pay As You Go is an extra prepaid credit that you can add to your account besides an active national or international plan. Pay As You Go credit can be used for calls, texts and data within the UK or for international minutes or texts.
    The PAYG balance never expires and you can try it for as low as 2GBP. You can use your Pay As You Go credit whenever you run out of balance or simply as an extra feature with international minutes added to your national plan.
    Do you offer free credit?
    For info on credit offers, there are 3 ways to stay up to date:
    • Like us on Facebook or follow us on Twitter and Google+;
    • Click on "Get Offers" at the bottom of the page to receive the best offers by email;
    • Subscribe to our newsletter when you open an account.
    What are the premium rates provided by Tello?
    Calling rates for Premium-rate destinations in the UK can be checked here. These numbers have the following prefixes in the UK national format:
    • Personal numbers: 070
    • Paging numbers: 076
    • Special Service numbers: 0843, 0844, 0845, 0870, 0871, 0872
    • Premium Service numbers: 09x
    Can I call premium rate numbers with a National Plan?
    For the moment, our National Plans offer calls to non premium numbers only.
    If you want to call a premium rate number, you need to purchase Pay As Yo Go balance, on top of your active plan.
    What is Auto Top Up and how does it work?
    Auto Top Up is a feature directly connected to Pay As You Go. If you don’t want to worry about running low on Pay As You Go balance, you can activate Auto Top Up from your online account or when you pass through the checkout process. This feature will automatically recharge your balance with the amount you specify each time your PAYG credit drops below £2.
    You can switch off Auto Top Up anytime, directly from your account's Dashboard. You can also manage this feature using the "My tello" app.

    Plans

    What is an international plan?
    An International Plan is a monthly plan that includes minutes to a single international destination. If you want to call more than a certain country you can add Pay As You Go credit besides your national or international plan.
    International plans can be purchased for a fixed monthly fee, and minutes are automatically refreshed each month.
    What can I do if I used all my International Plan minutes?
    If you need more minutes on a regular basis, you may need to upgrade to a larger plan if available. Or, if you need extra credit, you can add Pay As You Go credit to your account besides your active plan. Pay As You Go was designed exactly for these situations and you can use the PAYG balance to call or text any destination in the world.
    What's the best plan for me?
    If you call a certain international destination, choose an International Plan.
    If most of your calls are in the UK, you can build your own plan and add minutes, texts and data... as much as you need.
    How can I cancel a plan?
    You can cancel a plan anytime, without any cancellation fees. To do this you need to log in to your Tello account on our website or use the "My tello" app.
    Do minutes roll from one month to another?
    No. Minutes that are left unused at the end of the billing cycle expire, and your balance is refreshed with new minutes.
    What is a national plan?
    A National Plan works as a monthly subscription that gives you the possibility to adapt it to your needs, choosing any combination of minutes, texts or data you need.
    How can I upgrade/downgrade my plan?
    We understand you want to adapt a plan to your needs. Go to My tello Dashboard and change the plan as you wish. Once you complete the checkout process, the new configured plan will be active from that very moment. Any previous unused balance will roll over the following 30 days.
    Where can I check my plan’s data usage?
    Your plan’s data, as well as the minutes and texts usage is available in My tello section. You can also check this information using the "My tello" app.
    When am I charged if I change my plan?
    If you already have a plan and you decide to change it, you will be charged on that precise day once you complete the checkout process. The plan will be active for the next 30 days, after which you will be billed again.
    Can I select any combination for my plan?
    Sky's the limit! You can make any combination possible as long as your plan's value stays above £3.
    What happens if I have no active plan or Pay As You Go balance?
    In this case you won’t be able to place calls, texts or use data. To avoid this situation make sure you always have an active plan or, if you use Pay As You Go credit besides your plan you can activate Auto Top Up. This feature will never allow your Pay As You Go balance to drop below £2. If you have any questions or you need more details please contact our Customer Service team.
    What happens to my plan balance if I change my plan?
    If you decide to change your plan (downgrade or upgrade) any unused minutes, texts or data from your previous plan will roll over for the next 30 days.
    What happens to my plan balance if I cancel my plan?
    You come first, always. That's why, even if you cancel your plan your remaining balance will be valid until the end of the billing cycle.
    Can I make international calls with your national plans?
    No. The minutes included in a national plan are only available for UK calls. Buy an International Plan if the country you want to call is available on our list, or add Pay As You Go balance on top of your national plan and you can use the credit to call or text any country in the world.
    When will my plan start, when I order my SIM?
    Your plan will be available for 30 days starting with the day you activate your SIM.

    Portability

    Can I port my number to Tello?
    Yes, you can. You just need to follow 3 simple steps:
    1. Contact your current provider and ask for your Porting Authorisation Code (PAC code).
    2. Get a free Tello SIM when ordering one of our products.
    3. Contact our Customer Service and ask them to port your old number to Tello network.
    Your existing mobile number will be connected with the new Tello SIM within the next few business days. In case you're wondering, there are no added costs involved on our side.

    SIM & Number

    How do I activate my Tello SIM card?
    Once you’ve opened a free account and purchased a plan (minutes, texts and data included) you'll receive the free SIM by mail. Please return to tello.co.uk, log in to your account and activate your SIM. You’ll need to enter the PUK code printed on the lower right-hand portion of the card package, then click "Activate". Enjoy Tello!
    How can I get a Tello SIM?
    First, you'll need to open a free account on Tello then purchase a plan that suits your needs. Next, we'll deliver your SIM card by mail to the shipping address you provide. Once you get your SIM, return to the website, log in and activate the service. Then, you can enjoy tello.co.uk!
    When do I get my SIM card?
    It usually takes between 1-3 business days to deliver your SIM card. In exceptional cases delivery time may be extended, but never longer than 7 business days.
    Do I have to pay for my SIM card?
    Your first SIM is free and will be delivered for free once you purchase one of our Tello services. In case your SIM got lost, stolen or deteriorated, certain charges may apply to get a new SIM. To learn more, please contact our Customer Service available 24/7.
    How shall I use the Tello SIM if I have a dual SIM phone?
    If you are using a dual SIM mobile, place the Tello SIM inside the first slot. This will ensure a great calling experience.
    What different types of SIMs are available?
    In the checkout process you can choose the SIM card suitable for your phone (Standard 2FF, Micro 3FF, Nano 4FF). Check with your phone manufacturer if you are not sure about your device specifications.
    I can't activate my Tello SIM. What should I do?
    First you need to log in to your account, click the "Activate" button and enter the PUK code listed on the SIM package. If this doesn't work, please contact our contact our Customer Service available 24/7.
    How long is a Tello SIM active?
    If your SIM card is in use it remains active. If you don't make any calls, send an SMS, or browse for 6 months, your Tello service will be deactivated automatically and your SIM card and balance will expire.
    Can I keep my number if my SIM was lost, stolen or deteriorated?
    Yes. If your SIM card is stolen, lost or deteriorated, and has not expired, you can keep the number. Please contact our Customer Service team for more details and you will receive a new SIM.
    My phone is locked in another network. What should I do?
    If your phone is locked in another network, please contact the operator to provide you the unlock code. Tello SIM cards require your phone to be unlocked.
    How can I unlock my phone?
    If your phone is locked in another network, please contact the operator to provide you the unlock code. Tello SIM cards require your phone to be unlocked.
    What type of device can I use with Tello?
    You can use our Tello SIM with any unlocked GSM phone or tablet that supports 3G/4G network connectivity.

    How to Call

    How do I call?
    Once you have opened an account and purchased a plan, you'll receive your SIM by mail.
    You'll need to log into your account to activate your SIM. Then, you can start making calls from your regular phone or smartphone. You can also call from our app called My Tello, which you can download and install for free on your Android or iOS device. Use your phone contacts directly. For calls outside the UK, please make sure numbers are saved in international format: country code + destination number.
    How do I dial?
    To make a national call, you only need to dial the UK number. You don’t need international country codes.
    For international calls, you need to dial the number in international format: country code + the destination number.
    Do you support the Fixed Dialing Number (FDN) feature?
    Yes, the Fixed Dialing Number (FDN) is active for all our SIMs and the default PIN to set it is 0000.

    General

    How can I get started on Tello?
    First, open a free account on Tello, then build plan that suits your needs and place your first order. Next, we'll deliver your SIM by mail to the shipping address you provide. Once you get your SIM, return to the website, log in and activate the service. Then, you can enjoy Tello!
    Can I call anywhere in the world?
    Yes, as long as you add Pay As You Go to your national or international plan. You can use your Pay As You Go balance to call any destination in the world.
    When using one of our International Plans, you can call the destination(s) of your choice at the lowest rates on the market.
    How can I activate the Data service?
    The data setting for your SIM will be ON by default. You don't have to do anything to activate it.
    If you have added Pay As You Go Balance and want to use data from this balance, then you should know data is also ON by default.

    If you decide you no longer need Data you can always turn it OFF from My Account - Dashboard section. To turn Data OFF or ON, you should know that it might take up to 30 minutes for this change to be saved and you might need to switch OFF and ON your phone or tablet to enable it.
    Where can I find your rates?
    You can find our Pay As You Go rates for calls, texts and data usage on our Rates page. Please note that you can use Pay As You GO on top of your active plan, and not as a stand alone product.
    How can I check my balance?
    You have 3 options:
    • call 32123
    • log in your account and go to My Tello > Dashboard or
    • use the "My tello" app.
    Are there any extra charges?
    We apply NO extra charges or fees to the rates displayed on the website.
    Do you offer roaming?
    Unfortunately, we do not offer roaming services at this time. However, while you are abroad you can call over WiFi with our app, My Tello, using your balance. The app is available to download and install for free on your Android or iOS device.
    Can I receive calls on my Tello SIM?
    Of course! Tello works just like any other mobile operator in your area.
    Can I get a refund?
    Tello offers 100% money back guarantee. We will refund the amount for any unused product to any customer who is dissatisfied with product that does not meet its description or failed to meet customer's needs due to any error on our part. Our services are subject to certain Terms and Conditions. The refund policy only applies for claims received by Tello within several days since purchase date.

    All sales are final and SIM cards, once credited, are non refundable, non transferable and non exchangeable. Plans are also non-refundable.

    Upon SIM deactivation, Tello recalls no obligation to refund any lost data, plan or Pay As You Go balance or any other account balance.

    No refunds can be imputed to Tello in case of offers no longer available or stopped without any prior notice.
    Do I have to pay anything for opening an account?
    No. Opening an account is free.
    Can I purchase plans from my Pay As You Go balance?
    No, your Pay As You Go balance can only be used to make calls, send text messages, or surf the web. Plus, you can only purchase Pay As You Go as an add-on to your plan so you can get extra balance when needed.
    Do you have any short numbers?
    Here are our handy numbers:
    Call 32100
    • to reach Customer Service
    • top up your account, or
    • to check your balance.
    Call 32123
    • to check your balance.
    Does my Tello SIM card expire?
    If you don’t use your SIM for 6 months, it will expire and the Tello service will be disconnected. Otherwise, the SIM and its number have unlimited validity as long as you call, send a text message or surf the internet.
    How do I contact Customer Support?
    There are 2 ways to contact our Customer Support:
    • Visit our Contact page, or
    • Call us at 32100.
    What is the cheapest way to call with Tello?
    Our plans offer the lowest rates. If you're interested in calling internationally, check out our International Plans. For UK calls, texts and data we also offer National Plans.
    Can I contact you anytime?
    Yes, we are available 24/7. Please visit our Contact page for more options.
    How can I check my voice mail?
    In order to check your voice mail, you can:
    • dial 07782 333 123 from any other phone and follow the instructions
    • press key 1 on your Tello phone and follow the instructions
    Where can I find your app?
    You can download the app for free from the App store or Google Play store.
    Can I use your app when I am abroad?
    Yes, while abroad you can use My Tello app over WiFi to make calls to the UK using your plan balance or to any country in the world using your Pay As You Go balance.
    What network does Tello use?
    Tello runs on Three network and reaches about 97% of the UK population.
    Can I make calls using your app?
    Yes, you can make national and international calls using your Pay As You Go balance, and national calls using your Plan balance.
    Can I send or receive MMS?
    Unfortunately, for the moment you can not send or receive MMSs with tello.co.uk.
    How do I log in to the Tello app?
    To log in to the "My Tello" app, you need to enter your Tello phone number and tello.co.uk password.

    4G Data

    What is 4G?
    4G is the fourth generation of mobile networks, which aims to offer faster, more reliable internet connection. The faster speed means that the websites will load quicker, helping you stream videos without waiting for them to buffer.
    How does 4G work?
    In order to enjoy 4G data speed, you need to make sure that:
    - your device is 4G ready
    - you are within 4G coverage
    - the latest software is installed on your device
    Do I have to pay extra for 4G?
    Here comes the best part: 4G technology is free of charge, it comes as standard for all plans that include data and all Pay As You Go data users.
    What are the APN settings to activate data?
    Here are the settings and the path you need to follow in order to activate data:
    Settings -> More Networks -> Mobile Networks -> APN -> tap on + to add the new APN

    APN name: three.co.uk OR mob.minternet.net
    Username/UserID: empty field(blank) OR "internet"
    Password: empty field(blank)
    Why did my data stop working?
    If you've used all your plan's data allowance and your Pay As You Go balance is lower than £0.50 (50 pence), you can no longer use data. In this case, you need to renew your plan or purchase more Pay As You Go credit.
    How will I know if I'm using 4G?
    If you are in a 4G covered area, your phone connects automatically to the 4G network. Your phone screen will display 4G or LTE on the top left corner on the homescreen. If you are no longer in the 4G area, your phone will be switching automatically between 4G and 3G as you move around. If your phone is 4G ready and doesn't connect automatically, then you have to manually enable 4G (or LTE) from your phone settings.
    What happens when I make a call while on 4G?
    Since the 4G technology is for data only, when you initiate a call, your phone setting will automatically move to our 3G network and will return to 4G when the call has ended.
    Do you offer tethering?
    Yes, tethering is available on Tello. You can share data through tethering (creating a hotspot) with any device capable to use a data connection. There are no limitations and no extra charges, besides the data usage that will be deducted from your national plan or Pay As You Go balance (if you ever decided to add some besides your active plan).

    Payment

    How can I pay?
    On tello.co.uk you can pay online using any major credit/debit card or Paypal. Payments are available only in GBP.
    How do you charge me?
    • If you subscribe to a plan (National or International etc), your credit card will be charged once every 30 days until you cancel the subscription.

    • If you purchase Pay As You Go besides your active plan using a credit card or a PayPal account, you will be charged directly from your bank account for the amount selected.

    • If the Auto Top Up feature is active for the Pay As You Go balance, you will be charged from your credit card or PayPal once your PAYG balance drops below £2.
    Do you have Terms and Conditions?
    Yes, our products are subject to certain Terms and Conditions. Once you've made a purchase, it means you have agreed to them.
    What currency do you accept?
    You can only pay in GBP.
    What is 3D-Secure?
    3-D Secure is a global e-commerce solution that enables cardholders to authenticate themselves to their card issuer through the use of a unique personal code/password. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. This solution addresses current consumer concerns about the security of online shopping and the high rate of e-commerce fraud and it is designed to take online shopping security and consumer confidence to a new level.
    For VISA customers the security check will appear under the name "Verified by VISA". For MASTERCARD customers the security check will appear under the name "MasterCard SecureCode".
    Why have I been asked to enter a password when making a purchase?
    This is a 3D-Secure security check directly from your bank/card issuer. When you make a purchase, you may be redirected briefly to your bank/issuer website to enter your 3D-Secure password and when your bank/issuer accepts this, then you are redirected back to our website to complete the purchase. If the bank/issuer is asking you to enroll for 3D secure or enter a password for 3D-Secure and you want to skip this, then you must get in touch with the bank directly.
    What is a “Pending” transaction?
    A “Pending” transaction is any transaction waiting to be processed. On your credit card statement it may appear as a pending debit and this will turn to a full debit as soon as your order changes from “Pending” to “Successful”. If your order does not change to “Successful”, then the pending debit will automatically disappear from your credit card statement. You are only charged for “Successful” orders.
    What credit/debit cards do you accept?
    We accept Visa, MasterCard, American Express and Discover for orders on the website. You can also use your PayPal account with us. Please note that American Express cards can be used for USD payments only.
    Can I buy your products using a debit card?
    You can purchase any of our products by using both credit and debit cards.
    Is your website secure? Can I place orders with my card safely?
    Yes, our website is secure for online transactions. We use reasonable precautions to keep the personal information you disclose both in your browsing and your purchases, and never release this information to third parties.
    What's my billing address?
    Your billing address is the address your card was issued to. Please use this as your billing address for orders on the website. We will not send anything by mail to this address.
    Can I ask for my money back?
    We offer 100% guarantee. However, our products are subject to Terms and Conditions and we will offer a refund only if the service did not work.

    How to Buy

    How do I buy?
    If you are NEW to Tello, you'll need to open a free account then order or a plan that suits your needs. Next, we'll deliver your SIM by mail to the shipping address you provide. Once you get your SIM, return to the website, log in and activate the service. Then, you can begin using Tello immediately. You can also add Pay As You Go credit to your plan for extra minutes, calls or data.

    If you are already a customer and need to top up your account, you can make a purchase in a few different ways:
    • top up Pay As You Go by calling 32100
    • top up Pay As You Go or any other service on tello.co.uk from your account.
    • top up Pay As You Go using our app, My Tello.
    • top up Pay As You Go, buy a plan or upgrade/downgrade your existing plan using the "My tello" app.
    How can I change the card saved in my account for a recurring payment?
    In order to change the card saved in your account for a recurring payment, you need to:
    • Save a new card in your account My Information section (Payment Methods >> Add a new card);
    • Go to My Account, choose the product for which you want to replace the card, and select the new card from the dropdown.
    Why was my payment declined?
    Declines can happen for a variety of reasons, the most common of which are: insufficient funds, incorrect card information, expired or canceled card, and the impossibility of making online payments with that specific card. In some rare cases there may be a communication error or a technical problem, so we recommend that you try again later. If your payment still doesn't go through, please contact your bank for more information.
    Can I buy more products from my balance?
    No, you can not. Each service purchased has its own balance. You can check that in your online Tello account.
    Can I order more than one product at a time?
    No, you need to place a separate order for each service you choose to purchase.
    For now you can only have one active SIM per account. If you want an extra SIM, you need to open a new account and order one.
    Still, that doesn't mean you can't enjoy multiple products: National Plans, Pay As You Go or International Plans.
    How can I save another credit/debit card in my account?
    Log in to your account, click on "My Information" tab and then "Add a new card" under "Payment Method."
    Can I pay through money transfer?
    No, but we accept all major cards and PayPal. Please check our payment options at the bottom of the page.
    Is there any other place I can buy your service from?
    No, the service can only be bought online, on this website.
    How do I edit my billing address?
    If your billing address has recently changed, go to My Information page, click Edit, delete the old address and add the new one.
    Do I sign a contract?
    To buy the service, you must agree to our Terms and Conditions. This will be considered your consent for buying the products.

    Account Information

    I lost my password. How can I retrieve it?
    On the login page click Forgot password, enter the email registered in your account and click Retrieve. You will receive a link in your email inbox. Click the link to change your password. If you cannot remember the email address registered in your account, please contact us.
    How do I change my password?
    To change your password log in to your account, click on My Information, edit your password and click Save.

    Offers & Promotions

    How can I keep updated with your offers?
    Here are 2 ways to get our offers in real time:
    • Become a Fan on Facebook or follow us on twitter and Google+
    • Hit the button "Get Offers" in the footer to receive the best offers by email and subscribe to our Newsletter when opening a new account.
    How can I find out about offers and promotions?
    You will receive updates about promotions and coupons by email, if you are subscribed to our Newsletter.

    Company Background

    Where is your business located?
    Our business is registered in Atlanta, GA, USA and we have offices in USA, South America and Europe.
    What is your mailing address?
    Our mailing address is available on our Support page. Please find it there.
    How long have you been in business?
    Our company was launched in 2002. Since then we have been offering our services to hundreds of thousands of customers worldwide.
    What is your VAT number?
    Our VAT number is 195 2103 18.
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