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Frequently asked questions
Cancel Tello: The Right Way to Reclaim Your Money
How to cancel Tello and reclaim your money in singapore
Understanding Tello before you cancel
Tello is a United States-based mobile virtual network operator (MVNO) that allows you to build your own mobile plans by combining data, talk, and text components on a pay-as-you-go or prepaid basis. You manage everything online through the Tello website or the My Tello app, with no long-term contracts binding you to the service.
If you are 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 directly with Tello whether roaming coverage is available to you and what international charges may apply. This matters because you do not want to pay for service you cannot use reliably.
Why singaporeans may struggle with Tello
Tello does not offer local mobile plans in Singapore. If you are a Singaporean customer, you are likely using Tello through international roaming, which can be expensive and unreliable. Many customers discover this mismatch only after they have already purchased a plan and want to cancel immediately.
At Yafee, we have seen this pattern repeat: customers sign up thinking they can use Tello locally, then face cancellation complications because they do not understand Tello's online-only cancellation process. That is why we are walking you through every step to protect your money and your time.
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 while you decide.
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 available on their platform.
| Plan type | Cost (USD) | Renewal cycle | Refund eligibility |
|---|---|---|---|
| Pay-as-you-go (PAYG) | Variable (per minute/MB) | None (per usage) | 90 days from last order |
| Monthly prepaid | $5-$45 approx. | 30 days | Full refund if no balance used |
| Annual prepaid | Varies by selection | 365 days | Case-by-case review |
| SIM card | $0-$5 | N/A | Non-refundable |
| Phone (with warranty) | Varies by model | N/A | 30-day return window |
Always verify current pricing on Tello's official website before deciding to cancel. Third-party comparison sites often lag behind actual rates, which means your refund calculation could be wrong if you rely on outdated information.
Your consumer rights under singapore law
Your right to cancel Tello is protected under the Consumer Protection (Fair Trading) Act (CPFTA), which governs distance contracts and unfair trading practices in Singapore. This legislation gives you specific protections when you purchase services remotely, which is how Tello operates for Singapore-based customers.
Your legal position on cancellation and refunds
Under the CPFTA, you have the right to cancel a distance contract within 14 calendar days from the date the contract is concluded or the service terms are first communicated to you, whichever is later. This applies to Tello prepaid plans purchased online. For pay-as-you-go plans, the 14-day window applies to your account opening date.
Importantly, the CPFTA requires traders to refund you within 14 days of cancellation if you are entitled to a refund under the contract terms. If Tello fails to refund you after this period, you can escalate your complaint to the Consumers Association of Singapore (CASE) or to the Competition and Consumer Commission of Singapore (CCCS) if you believe Tello has engaged in unfair trading practices.
Furthermore, if Tello charges you after you have cancelled, or if you discover hidden charges related to international roaming that were not clearly disclosed, you have grounds to dispute the charge through your payment provider and potentially file a complaint with your bank or credit card issuer.
Proof of cancellation you must keep
Always take a screenshot or download a PDF of your cancellation confirmation from Tello. The confirmation must include your account name, the date of cancellation, and any reference number Tello provides. This is your proof if you need to dispute a refund later or escalate to CASE. Do not delete this confirmation for at least 12 months after cancellation.
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, which means you must use an internet connection to complete this process.
Cancelling via the Tello dashboard (website)
This is the most straightforward method and works equally well from Singapore. You will need your Tello account login credentials and access to the email address registered to your account.
- Open your web browser and navigate to the Tello website login page (typically tello.com or the direct Dashboard link from their homepage).
- Enter your email address and password to log in to your account.
- If you have forgotten your password, click the "Forgot password" link and follow the reset instructions sent to your email.
- Once logged in, locate your active plan or subscription settings, usually found in a "Plan", "Subscription", "Billing", or "Account" tab on the Dashboard.
- Look for a section labelled "Manage Plan" or "Active Services".
- Find the option to "Cancel plan", "Turn off auto-renew", "Pause service", or "Close account" (exact wording varies by Tello's interface version).
- If you see only "Turn off auto-renew", this pauses future charges but does not cancel your account; select this if you want to keep your account number active.
- If you see "Cancel plan" or "Close account", select this to fully cancel.
- Click the cancellation option and Tello will display a confirmation screen asking you to confirm your choice.
- Tello may ask you why you are cancelling (optional feedback) and offer retention incentives; these are optional.
- Confirm you want to proceed with cancellation by clicking the final confirmation button.
- Immediately take a screenshot or download a PDF of the confirmation page showing:
- Your account email or phone number
- The cancellation date
- Any reference or order number
- Refund status (if applicable)
Cancelling via the my Tello mobile app
The My Tello app is available on both iOS and Android. The cancellation process on the app mirrors the website but uses mobile-optimised menus.
- Open the My Tello app on your smartphone and log in with your account credentials.
- Tap the menu icon (three horizontal lines) or your account profile icon, typically located at the top left or bottom right of the screen.
- Navigate to "Plan", "Billing", "Account Settings", or "Subscription Management" depending on your app version.
- Scroll down if the option is not immediately visible.
- Locate "Cancel plan", "Turn off auto-renew", or "Close account" and tap it.
- Review the cancellation terms and any refund information displayed on screen.
- Tap the confirmation button to proceed.
- Take a screenshot of the final confirmation screen and email it to yourself or save it to cloud storage for your records.
What if you cannot find the cancellation option?
If the cancellation menu is not visible after you log in, your account may be suspended, or your plan may have already expired. In this case, contact Tello's support team directly through their website's contact form or email support. Provide them with your account email and request cancellation confirmation in writing. Keep a copy of your support email for your records.
Refunds, timelines, and what happens after cancellation
Understanding Tello's refund policy and what to expect after you cancel is essential to protecting your money.
Refund eligibility and timeline
Tello's refund eligibility depends on your plan type and whether you have used your balance:
- Monthly prepaid plans: You receive a full refund if you cancel before your first billing cycle and have not used any balance. If you cancel after using some balance, Tello deducts your usage cost and refunds the remainder.
- Annual prepaid plans: Refunds are assessed on a case-by-case basis. Contact Tello support if you purchased an annual plan and want a refund.
- Pay-as-you-go accounts: You are refunded any unused prepaid balance up to 90 days from your last order. After 90 days, unused balances may expire or become non-refundable according to Tello's terms.
- SIM cards: Non-refundable once activated or shipped.
Tello typically processes refunds within 3 to 7 business days after you cancel. However, your bank or credit card issuer may take a further 3 to 5 business days to post the refund to your account. Therefore, expect the full refund to appear on your statement within 7 to 12 business days maximum.
Monitoring your refund
After you cancel, log back into your Tello account within 24 hours to verify that your cancellation is reflected on your Dashboard. You should see a "Cancelled" or "Account closed" status. If your status still shows "Active" after 48 hours, contact Tello's support team immediately to clarify.
If you paid by credit card or debit card, check your bank or card issuer's mobile app or online portal to track the refund progress. Most financial institutions notify you when a refund is initiated and when it has been received. If you do not see the refund appear within 12 business days, contact your bank and provide them with Tello's cancellation confirmation.
After cancellation: what you should do
Cancelling Tello does not happen instantly across all systems, and several actions after cancellation protect you from future charges or disputes:
- Store your cancellation confirmation in a secure folder (cloud storage or email) for at least one year.
- Uninstall the My Tello app from your phone if you no longer need it, or simply stop using it to avoid accidentally purchasing more balance or plans.
- Check your email for any confirmation or follow-up messages from Tello within 24 to 48 hours of cancellation. If Tello sends a "cancellation complete" email, keep this as additional proof.
- If you were billed through a payment app (PayPal, Apple Pay, Google Pay), log into that app and revoke Tello's permission to charge you going forward.
- If auto-renew was active on your account, verify it has been disabled by checking your account settings one final time.
- Monitor your bank or credit card statement for the next 30 days to ensure no further Tello charges appear.
Common mistakes that delay or block your cancellation
Most Singaporean customers encounter cancellation issues because they do not follow Tello's online-only process or they confuse pausing with cancelling. Being aware of these traps means you can avoid them entirely.
Attempting to cancel by phone or mail
Tello does not accept phone cancellations or cancellations by mail. If you call Tello support or send a letter to their Auckland or Palo Alto address requesting cancellation, your request will not be processed as a formal cancellation. The company will likely respond by directing you to the Dashboard or app. This delays your refund and leaves you in a state of confusion about your account status. Always use the Dashboard or app.
Confusing auto-renew with full cancellation
Many customers turn off auto-renewal thinking they have cancelled their account. This is incorrect. Turning off auto-renew pauses future charges but keeps your account open and your balance frozen. You must explicitly select "Cancel account" or "Close account" to fully cancel. If you only turn off auto-renew and then expect a refund, Tello will not refund you because your account is still technically active.
Not downloading your cancellation confirmation
Tello's confirmation page may disappear or change after you navigate away. If you do not take a screenshot or download the confirmation as a PDF, you lose your proof of cancellation. This matters if you need to dispute a refund or prove to Tello that you cancelled on a specific date. Yafee recommends taking a screenshot immediately after clicking the final confirmation button.
Cancelling with an unpaid balance
If you have a negative balance (meaning you owe Tello money for overage charges), cancelling your account may trigger an attempt by Tello to collect that balance through your payment method. Check your account balance before you cancel. If you owe money, pay the balance first, then cancel. This prevents disputes later.
Using an incorrect email address at login
Tello's Dashboard login requires the exact email address you registered with. If you have since changed your email address or use a different email alias, you will not be able to log in. If you cannot access your account, use Tello's "Forgot password" or account recovery tool to regain access, or contact support. Do not assume your account does not exist if you cannot log in; you simply may be using the wrong email.
Pricing comparison and cancellation checklist
Before you cancel, use this checklist to ensure you have done everything correctly and maximised your chances of a full refund. Yafee has designed this checklist to apply specifically to Singaporean customers cancelling Tello from abroad.
| Step | Action | Status |
|---|---|---|
| 1 | Confirm your plan type (monthly, annual, or pay-as-you-go) | [ ] Done |
| 2 | Check your account balance and verify you have no outstanding charges | [ ] Done |
| 3 | Confirm today's date is within Tello's refund window (check plan terms) | [ ] Done |
| 4 | Log into the Tello Dashboard or My Tello app and navigate to cancellation settings | [ ] Done |
| 5 | Click "Cancel account" or "Close account" and confirm cancellation | [ ] Done |
| 6 | Take a screenshot or PDF of the cancellation confirmation page immediately | [ ] Done |
Print or save this checklist and tick off each step as you go. This ensures you do not miss any critical actions that could affect your refund.
Disputes, escalation, and consumer protection routes
If Tello refuses to refund you, delays your refund beyond 14 business days, or charges you after you have cancelled, you have legal recourse under Singapore consumer law.
Step 1: contact tello's support team in writing
Send Tello a formal email to their support address (available on their website) stating your cancellation date, reference number, and the refund amount you are owed. Give them 7 business days to respond. Keep a copy of this email for your records.
Step 2: escalate through your payment provider
If Tello does not respond or refuses to refund, contact your bank or credit card issuer and file a dispute or chargeback claim. Provide them with your cancellation confirmation and proof that you requested a refund. Your bank can reverse the charge and investigate Tello's conduct.
Step 3: complain to CASE or the CCCS
If you have followed steps 1 and 2 and Tello still refuses to cooperate, contact the Consumers Association of Singapore (CASE) or the Competition and Consumer Commission of Singapore (CCCS). CASE operates a mediation service and can pressure Tello to resolve your complaint. You can file a complaint online at CASE's website.
Why yafee helps thousands of customers cancel Tello safely
Cancelling Tello from Singapore is straightforward once you understand the rules and follow the correct process. The key is to use Tello's online Dashboard or app, document your cancellation immediately, and monitor your refund within 14 business days. If Tello delays or refuses your refund, you have legal protections under the Consumer Protection (Fair Trading) Act and can escalate to CASE or the CCCS.
Yafee has helped thousands of consumers cancel subscriptions and reclaim their money by providing precise, legally grounded guidance tailored to their location and situation. By following this guide step-by-step, you protect yourself from common mistakes and ensure Tello processes your cancellation correctly. Do not hesitate to escalate if Tello fails to refund you within the legal timeframe. Yafee recommends saving your cancellation confirmation, monitoring your refund, and keeping all supporting documents for one year after cancellation.
Tello contact and cancellation information for singapore customers
You can cancel Tello only through the online Dashboard at tello.com or the My Tello mobile app. Tello's registered office for service of documents is located in Auckland, New Zealand, and its corporate office is in Palo Alto, United States. Do not send cancellation requests by mail to either address; they will not be processed as cancellations.
For support inquiries or disputes, use Tello's website contact form or email support address (available on their website). Response times from Tello's support team typically range from 24 to 48 hours. Yafee recommends providing your account email, cancellation date, and reference number in all support communications.
Important warning
- Yafee cannot guarantee that the recipient will process your request.
- Yafee cannot guarantee the accuracy of content modified by the user.
- Yafee cannot prevent the recipient from disputing the legal scope.
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