What’s wrong with my SIM?
Hey, there, smart spender!
Congrats on making the first step towards guaranteed savings, now that you’ve decided to switch to Tello. After feeling the difference in your pocket, month over month, we know you’d wish you’d switch sooner, but we’re so happy to have you on board, together with thousands of frugal-minded people. Welcome to wireless freedom!
💡 We know by now that you have a Tello compatible device – that was previously checked by entering that ESN on our site.
That is the stepping stone of our Bring Your Own Phone process.
If, for some reason, you found yourself in a bit of a pickle and received an “Oops” message when you entered the SIM code, no need to worry, we’re here with a bunch of solutions.
🤦 Frustrating right?
You know what they say: “better an *Ooops* than a *what if*” – yet in this case, we got you covered with extra details on why the SIM that you have is not accepted by Tello. We strive to give our customers a great online experience and this is why every small issue you might encounter is our primary concern.
Whether you have it for some time, or you’ve just purchased a Tello SIM kit from Amazon or another third party, here’s a bit more info about this so that you can take the next best course of action.
There are several possibilities why you are getting stuck here and these are the most common:
1. The SIM is not compatible with the device.
The SIM / Phone combination is not quite right and that SIM you entered cannot be used with that phone on Tello. We recommend that you buy a compatible SIM on the BYOD Page. For all GSM lines, a new Tello GSM SIM is required starting January 2021.
2. The SIM is already in use on another device.
Any SIM that was once activated will not be usable for a future Tello activation, not even when it was deactivated before attempting a second activation. If this is the case, you’ll have to get a new SIM from us.
Same goes for when you’re trying to add a new line to our service.
3. Misplaced Digit – The SIM Code (ICCID) is an 8 digit code for GSM, or the ICCID – a 20 digit code for CDMA SIMs
Enter the activation code in the field provided. You can usually find these on the top of the card the SIM arrived in.
Just double-check that you have typed the exact ICCID code into the field provided. Mis-typing the code or leaving the code a digit short is a common way of getting stuck, yet it happens to the best of us.
4. Amazon SIM Kit – Make sure you are choosing the correct SIM format from the SIM Kit package.
99% of devices are compatible with the SIM included in this kit (that comes with multiple cut-sizes), with no problems whatsoever. If this happened to you, we say it speaks wonders about your uniqueness :).
So, if you used the wrong cut, you can always mount back the right plastic frame to get the desired size and voila, problem solved!
📧 Need a double-check? Contact us anytime!
If you still think that this SIM should be accepted for the phone you want to bring, then please email us with the following device information:
- ICCID (20 digits)
- IMEI/MEID/ ESN of Phone
With such information, we will be able to investigate further and get back to you.
Remember you can always go back to the compatibility checker and give it another try.