FAQs

Products - Phone

What phone models does Telcel offer?
Telcel offers a variety of phone models to choose from. Go to www.us.telcel.com/ShopPhones to view all the phone models available.
Where can I buy a Telcel phone?
You can buy a Telcel phone on our website at www.us.telcel.com/ShopPhones or at any one of our 14,000 retailers nationwide. Find one at www.us.telcel.com/retailers
How do I unlock/lock my phone?
The lock code will vary depending upon manufacturer and model. For handset specific instructions, go to www.us.telcel.com/phones and click the Learn More link that appears under your phone's model. You will be directed to a list of interactive tutorials that are specific to your handset. Once there, click the "Settings" tutorial, then select Lock/Unlock Phone for instructions to unlock your phone.

NOTE: For most phones, the default security code is 0000 or the last 4 digits of your Telcel phone number.

If your screen is locked and asking for a PIN, PIN2, PUK or PUK2 code, please contact our Customer Care Center at 1-800-220-9518.
What is a Pattern Lock?
For Android phones ONLY.

A pattern lock is a unique way for you to secure your phone from unauthorized users.

To create a pattern lock for your phone:

  1. Press "Menu."
  2. Select "Settings."
  3. Select "Location & security."
  4. Select "Set up screen lock."
  5. Select "Pattern."
  6. Read the disclaimer.
  7. Review the phone tutorial.
  8. Create the pattern.
  9. Confirm the pattern.

NOTE:
If the pattern lock is entered incorrectly 5 times, you will be instructed to try again in 30 seconds. If you forgot the pattern, there is an option to reset the pattern by signing into your Google account and re-creating another pattern lock.
What is Swype and how do I use it?
For Android phones ONLY.

Swype provides an easier and faster way to input text. With one continuous finger motion across the keyboard screen, you can input over 40 words per minute.

Key Features:
  1. Touch screen
  2. Standard QWERTY keyboard
  3. Use finger or approved stylus
  4. Multiple languages
  5. Speed and accuracy due to built in intelligence

To configure the keyboard to Swype:
  1. Press "Menu."
  2. Select "Settings."
  3. Select "Language and keyboard."
  4. Select "Swype."
Where can I find information on my phone's functions and features?
Please visit www.us.telcel.com/Phones and select your phone model for a tutorial.
How do I make a call?
Simply dial the phone number you wish to call and press "SEND" or "CALL" depending on your phone model.
How do I receive a call?
To answer a call press the answer key, "SEND" or "CALL", depending on your phone model.
How can I make sure my Telcel phone does not continue deducting minutes after I have completed my call?
If relocating to a new calling area, simply call the Customer Care Center at 1-800-220-9518 to verify whether the technology of your phone is compatible with your new local calling area. You will then be assigned a new wireless phone number.
How can I make sure my Telcel phone does not continue deducting minutes after I have completed my call?
If your phone model is an Samsung Android, tap, hold and drag the "Phone" icon from right to left, to end the call.

For all other phone models, press the "PWR/END" key after you have completed your call.

Your minutes will continue to be deducted if the call is not ended properly. Telcel does not refund lost minutes.

If your phone has a Prepaid Menu, you can check your Service End Date on your phone by selecting the "Prepaid" option, then the "Service End Date" option.

If your phone does NOT have a Prepaid Menu, you can check your Account Balance at www.us.telcel.com/CheckBalance. You can also contact our Customer Care Center at 1-800-220-9518 and a representative will gladly assist you.
How will I know if I have run out of minutes, messages or data on my phone?
If you do not refill your Account before your Service End Date, you will hear/see the message "Insufficient Funds".
If your phone has a Prepaid Menu, you can check your Service End Date on your phone by selecting the "Prepaid" option, then the "Service End Date" option.

If your phone does NOT have a Prepaid Menu, you may check your Service End Date at www.us.telcel.com/CheckBalance. You can also contact our Customer Care Center at 1-800-220-9518 and a representative will gladly assist you.
Can I change the "Welcome note" on my phone?
This feature cannot be altered.
Where can I find my phone's Serial Number?
Please go to www.us.telcel.com/Phones and click on the "Learn More" icon below your phone to access our Download tutorial in the "Browsing and Content Downloads" section.
What should I do if the phone number given to me during Activation does not match the number displayed on my phone?
Please call our Customer Care Center at 1-800-220-9518 to resolve this issue.
How can I get a user guide for my phone?
Please go to www.us.telcel.com/phoness and click on the "Learn More" icon below your phone to access our Telcel PDF User Guide.
Can I download ringtones for my Telcel phone?
Yes, for further instructions, please go to www.us.telcel.com/phones and click on the "Learn More" icon below your phone to access our Download tutorial in the "Browsing and Content Downloads" section.
How do I check my Account Balance?
If your phone has a Prepaid Menu, you can check your Service End Date on your phone by selecting the "Prepaid" option, then the "Service End Date" option.

If you are enrolled in a Telcel Unlimited* Service Plan, your phone will either display the Service End Date.

If your phone does NOT have a Prepaid Menu,, you may check your Minutes Balance and/or Service End Date at www.us.telcel.com/CheckBalance to verify your account balance. You can also contact our Customer Care Center at 1-800-220-9518 and a representative will gladly assist you.
What additional features are included with a new Telcel phone?
All new Telcel phones come with text messaging, voice mail, caller ID, and call waiting.


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