FAQs

Getting Started - Online Airtime Purchase

Can I buy a Service Plan as a gift for someone else?
Yes, you may buy and add a Service Plan for somebody else. You will need to add the Service Plan online at www.us.telcel.com/Refill or by calling our Customer Care Center at 1-800-220-9518.
Can I buy a Service Plan with a credit card?
Yes, you may use your credit card or a debit card with the Master/Visa logo to buy a Service Plan or refill your account. A recommended and convenient option is to enroll in Auto-Refill; just register your credit or debit card, and every 30 days, your Telcel Account will be refilled automatically.
What happens if I don't buy a Service Plan before my Service End Date?
If you do not buy and add a Service Plan prior to the Service End Date, your Telcel Service will be deactivated on the Service End Date, you will lose all unused Services (including minutes, text, Mobile Web Access and Service days) and you may lose your telephone number.
What happens to my remaining balance when I refill my Telcel account?
There is no carryover of unused services from your current or previous service period to the next service period that will start when you add a new Service Card or refill your account.
What should I do if I bought a Service Plan but my Telcel Phone was never refilled?
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 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.
Can I get a receipt for an online Service Plan transaction?
You will be given a confirmation page that you can print to confirm your purchase.
How do I know how often to buy a Service Plan?
If your phone has a Prepaid Menu, you can check your Service End Date on your phone by selecting "Prepaid," 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 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 happens if I forget to refill my Telcel phone?
Your phone will be deactivated and you will need to reactivate it within 30 days from the Service End Date; otherwise, you will lose the phone number assigned to you. You can refill your account online by going to www.us.telcel.com calling our Telcel Customer Care Center at 1-800-220-9518.


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: Credit Card


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: Credit Card