Manage Tello

How to cancel tello and reclaim your money in singapore

Understanding tello before you cancel

Tello is a U.S.-based mobile virtual network operator (MVNO) that lets you build your own mobile plans from data, talk, and text components. You manage everything online through the Tello website or the My Tello app, with no long-term contracts required.

However, if you're reading this from Singapore, you should know upfront: Tello is designed primarily for U.S. customers. Before you sign up or attempt to cancel, confirm with Tello directly whether roaming coverage is available to you and what international charges may apply. This matters because you don't want to pay for service you cannot use.

Why singaporeans may struggle with tello

Tello does not offer local mobile plans in Singapore. If you're a Singaporean customer, you're likely using Tello through international roaming, which can be expensive and unreliable. Many customers discover this mismatch only after they've already purchased a plan and want to cancel immediately.

At Stopee, we've seen this pattern repeat: customers sign up thinking they can use Tello locally, then face cancellation complications because they don't understand Tello's online-only cancellation process. That's why we're walking you through every step.

Your first decision: should you actually cancel?

Before you commit to cancellation, ask yourself three questions:

• Do you have an active balance or unused data you might lose?
• Are you within Tello's refund window (typically several days for full refunds)?
• Have you checked your account for any recurring auto-renewals you could simply pause instead?

If you answer "yes" to the first two, cancelling now could protect your money. If you answer "yes" to the third, you might save time by turning off auto-renewal and keeping your account dormant.

Tello's pricing and plans in singapore context

Tello publishes its pricing exclusively on its official website in USD. Because Tello does not operate local plans in Singapore, there are no SGD-quoted prices.

Always verify current pricing on Tello's official website before deciding to cancel. Third-party comparison sites often lag behind actual rates.

How to cancel tello step-by-step

Tello only allows cancellations through two channels: the online Tello Dashboard or the My Tello mobile app. You cannot cancel through the app store, by phone, or by mail.

Cancelling via the tello dashboard (website)

This is the most straightforward method and works equally well from Singapore. You'll need your Tello account login credentials.

1. Open your web browser and navigate to the Tello website's login page (typically at tello.com/login or your Dashboard link).
2. Enter your email address and password to log in to your account.
3. Once logged in, locate your active plan or subscription settings. This is usually found in a "Plan", "Subscription", or "Account" tab.
4. Find the option to "Cancel plan", "Turn off auto-renew", or "Pause service" (exact wording varies).
5. Confirm you want to cancel. Tello will ask you to confirm once more and may offer you a retention offer.
6. Look for a confirmation message or email. Take a screenshot or note the confirmation number for your records.
7. Critical step: Check your account history or billing page to verify the cancellation is reflected. Do not assume it's done based on a single screen.

Pro tip: Complete this step at least 24 hours before your next billing date. Tello's systems can take up to 24 hours to process cancellations, so timing matters. If your next billing cycle is tomorrow, you're likely to be charged.

Cancelling via the my tello mobile app

If you prefer to cancel on your phone, the My Tello app (available on iOS and Android) mirrors the website process. The steps are nearly identical.

1. Open the My Tello app on your smartphone.
2. Log in using your Tello account credentials (the same email and password as the website).
3. Navigate to "Account", "Plan", or "Subscription" within the app menu.
4. Select the option to manage your active plan.
5. Look for "Cancel", "Turn off auto-renew", or similar language.
6. Confirm your cancellation choice and note any confirmation number provided.
7. Return to your account dashboard and verify the cancellation appears in your history.

Warning: Do not cancel through the Apple App Store or Google Play Store. Tello does not recognize cancellations from those platforms, and you will still be charged through Tello directly.

Important timing rule: the 24-hour cutoff

Tello requires you to cancel at least 24 hours before your next automatic renewal date. If you miss this window, you will be charged for the next billing cycle. You then must wait until that cycle ends before you can truly cancel (or request a refund, which we cover next).

Check your account right now to find your next renewal date. Count back 24 hours from that date. That's your hard deadline.

What happens immediately after you cancel

Cancelling your Tello plan stops future automatic renewals, but it does not immediately shut down your service. This is where many Singaporean customers get confused.

Your service continues through the current billing period

Once you cancel, your voice, text, and data access will remain active until the end of your current paid period. If your billing cycle renews on the 15th of each month and you cancel on the 5th, you can still use Tello through the 15th.

After the 15th, your service stops entirely and you cannot use it to make calls, send texts, or access data. This is permanent-you cannot reactivate it without purchasing a new plan.

Check your remaining balance

Log back into your account after cancellation and review your current balance, including:

• Any unused minutes (for talk plans)
• Any unused text messages (for text plans)
• Any unused data (measured in MB or GB)
• Any Pay-As-You-Go credit remaining

These balances may be refundable depending on how recently you purchased them and whether you've used any portion of your plan. More on refunds in the next section.

Refund policy and how to claim your money back

Tello advertises a "100% money-back guarantee" for unused products and services, but the reality is more nuanced. Refund eligibility depends on what you purchased and how long ago.

Full refund window for new plans

If you purchased a plan and have used none of it (zero minutes, zero texts, zero data), Tello will typically refund your full payment if you request it within "several days" of purchase. Tello's exact timeframe is defined in their Terms of Service-usually 3 to 7 days, but confirm this before you cancel.

This is your strongest refund position. If you're within this window and haven't used any service, request your refund immediately after cancelling.

Partial refunds and used balances

If you have used any portion of your plan (even a single minute of talk time), Tello will not refund the full amount. They may offer a partial refund on unused components, but this is evaluated case-by-case and is not guaranteed.

Pro tip: Contact Tello's customer support directly and provide a breakdown of what you used versus what remains. A detailed request is more likely to succeed than a generic cancellation.

Pay-As-You-Go balance rules

If you use Tello's pay-as-you-go model (where you pay per minute, per text, or per MB of data), your remaining balance is refundable if you request it within 90 days of your last order. After 90 days, your balance becomes non-refundable and may convert to "Tello Dollars" (internal store credit).

This rule is strict. If your last order was 91 days ago, you have almost no chance of recovering that balance.

Hardware (phone) returns and refunds

If you purchased a phone through Tello, you have a 30-day warranty and return window. To qualify for a full refund:

• Return the phone within 30 days of purchase
• Include all original components (charger, cables, box)
• Ensure the phone is undamaged and in original condition
• Submit the return and wait for Tello to inspect and verify it (up to 15 business days)

Refunds for phones are processed after inspection, not before. Factor in a 2-3 week wait for your money to appear in your original payment method.

SIM cards and shipping fees are non-refundable

Tello does not refund SIM cards under any circumstances, even if unopened. Shipping costs (Priority, Two-Day, Overnight) are also non-refundable. These costs are lost if you cancel.

How to request your refund

Refunds are not automatic. You must request them directly. At Stopee, we recommend following this process:

1. Log into your Tello account and gather evidence of what you're requesting: screenshots of your balance, proof of purchase, cancellation confirmation, and proof of payment method.
2. Find Tello's customer support contact form on their website (typically under "Help" or "Contact Us").
3. Write a clear, factual email explaining: your account email, the purchase date, the amount paid, why you believe you qualify for a refund (unused balance, within the refund window, etc.), and the payment method you want the refund to go to.
4. Include screenshots as attachments.
5. Send and keep the email receipt. Note the date you submitted it.
6. Allow 5-10 business days for Tello to respond. If you don't hear back, send a follow-up email.

Warning: Never request a refund through social media or third-party chat. Tello's official support channel is email or the contact form on their website.

Your consumer rights in singapore

As a Singaporean consumer, you have statutory protections even when buying from a U.S. company like Tello. Understanding these rights strengthens your position if Tello refuses to refund or cancels your service improperly.

Consumer protection (Fair trading) act

Singapore's Consumer Protection (Fair Trading) Act protects you against unfair contract terms and misleading representations. If Tello advertised a "100% money-back guarantee" but then refuses your refund without valid cause, you may have grounds to escalate.

The Act allows you to make a complaint to the Consumers Association of Singapore (CASE) if you believe Tello has acted unfairly. CASE can mediate disputes and escalate to enforcement agencies if necessary.

Distance selling and cooling-off period

Because you purchase Tello online from Singapore, you may qualify for a cooling-off period (typically 7 days) to change your mind and request a refund without penalty. However, Tello's terms may exclude this right if they classify their service as a subscription (rather than a one-time purchase).

Check Tello's Terms of Service to confirm whether a cooling-off period applies to your purchase. If it does and Tello refuses, you can use this as leverage in a complaint to CASE.

When to escalate to CASE

If Tello refuses your cancellation or refund request and you believe they've violated the Consumer Protection Act, contact the Consumers Association of Singapore:

• Website: case.org.sg
• Email: case@case.org.sg
• Phone: +65 6100 0315

CASE will review your complaint and attempt to mediate. Bring all evidence: screenshots of your account, email correspondence with Tello, proof of payment, and your cancellation confirmation.

Common mistakes to avoid when cancelling tello

Cancelling a U.S.-based service from Singapore introduces friction. You're far from Tello's support team, time zones complicate follow-ups, and the online-only process leaves no room for human error. We've learned from thousands of cancellation attempts at Stopee, and here are the pitfalls that cost people money.

Mistake 1: assuming cancellation is instant

You click "cancel" and see a confirmation screen. You assume you're done. Wrong. Tello's systems can take up to 24 hours to fully process your cancellation. Your plan might auto-renew overnight if you were on the borderline, and you'll be charged before you realize it.

Fix: Cancel at least 2-3 days before your renewal date, not 24 hours. Give Tello's system buffer time.

Mistake 2: cancelling through the app store instead of tello's website

You go to the App Store or Google Play, find the My Tello app, and look for a "cancel subscription" option. You find it and click it. Tello's systems do not recognize this cancellation. You are still charged by Tello directly. You now have two separate subscriptions to untangle.

Fix: Cancel only through tello.com or the My Tello app's built-in account settings. Ignore any cancellation options in the app store.

Mistake 3: not checking your cancellation confirmation

You cancel, see a screen, and assume it worked. You don't log back in to verify it. Three weeks later, you're charged again. You contact Tello and they claim you never cancelled-the cancellation never went through in their system.

Fix: Log back into your account immediately after cancelling and verify the cancellation appears in your account history or billing page. Take a screenshot. This is your proof.

Mistake 4: missing the refund window

You cancel 91 days after your last PAYG purchase. Tello tells you they cannot refund because the 90-day window has closed. Your balance is gone.

Fix: If you think you might cancel, request your refund immediately. Do not wait until you're certain. Better to request early and have it denied than to wait and lose eligibility.

Mistake 5: ignoring the 24-hour billing cutoff

You cancel at 10 AM on the 14th. Your renewal date is the 15th at midnight. Tello's cutoff is 24 hours before renewal, which means you needed to cancel by midnight on the 14th. You missed it by 1 hour. You're charged again.

Fix: Cancel at least 48 hours before renewal, not 24. Check your exact renewal time in your account (it may not be midnight).

Cancellation checklist for singaporean customers

Use this checklist to ensure you cancel correctly and recover any money owed to you.

• Check refund eligibility: Have you used your plan? When did you purchase it? Are you within the refund window (typically 3-7 days for unused plans, 90 days for PAYG)?
• Note your renewal date: Find your next billing date and mark it. Plan to cancel at least 48 hours before.
• Log into Tello: Use tello.com or the My Tello app. Do not use the app store.
• Navigate to account settings: Find the plan or subscription section.
• Click "Cancel": Confirm your choice when prompted.
• Verify immediately: Log back in and check that the cancellation appears in your account history.
• Take a screenshot: Capture your cancellation confirmation and account history showing the cancellation.
• Request your refund (if eligible): Email Tello's support with evidence and your request within the refund window.
• Wait for confirmation: Allow 5-10 business days for a response. If none comes, escalate.
• If Tello refuses unfairly: File a complaint with CASE (Consumers Association of Singapore).

Choosing to keep or cancel: a final comparison

Before you submit your cancellation, pause and consider whether cancelling is actually your best option. Sometimes pausing is smarter than cancelling.

Tello contact details and escalation

If you need to reach Tello directly for cancellation support or refund disputes, use these official channels:

Tello support

Contact form: Available on Tello's website under "Help" or "Contact Us"

Email: Check the support page for the current email address (support routes may change)

Registered offices (for formal complaints only): Tello maintains a registered office in Auckland, New Zealand (for service of legal documents), and a corporate office in Palo Alto, U.S. For escalated disputes, you may serve formal notice at these addresses, but this is a last resort. Always try Tello's support channels first.

Escalation in singapore

If Tello refuses your refund or cancellation unfairly, escalate to:

Consumers Association of Singapore (CASE): case.org.sg | case@case.org.sg | +65 6100 0315

CASE will investigate your complaint and pressure Tello to resolve it. This is free and your best leverage as a Singaporean consumer.

Why stopee is your ally in this process

Cancelling services from abroad-especially from a U.S.-based MVNO like Tello-is frustrating. Time zones, unclear support channels, and non-refundable small fees (like SIM cards) make the process feel rigged. Stopee has helped thousands of consumers cancel services they no longer want, recover refunds they're owed, and understand their rights when companies resist.

At Stopee, we believe you should never feel trapped by a subscription. If Tello no longer fits your needs, you deserve a clean exit and your money back. Use this guide as your step-by-step roadmap. Document everything. Know your rights. And if Tello refuses to cooperate, escalate to CASE.

Stopee's mission is to empower you to take control of your subscriptions. When you're ready to cancel Tello, you'll know exactly what to do and what to expect. That clarity is power.