Getting Started - Activation / Reactivation

How do I Activate my Telcel phone?
To Activate your new Telcel phone online, you simply need to go to www.us.telcel.com/Activate. You may also Activate your New Telcel phone by calling our Customer Care Center at 1-800-220-9518 from another phone.
Will I be able to use my existing handset when I move to Telcel?
You can use any T-mobile compatible phone or unlocked GSM phone with our Telcel SIM. For more information visit telcelamericabyop.com.
How do I reactivate my Telcel phone?
To reactivate your Telcel phone, please go to www.us.telcel.com/Activate. You will need to enter either a Service Card PIN or a credit or debit card with the Visa/Master Card logo, in addition to your phone information and zip code.
How long does it take to get my service Active?
Your phone should be active within minutes; however, the activation process may take up to one hour.

Your transfer of a Telcel Number when upgrading to a New Telcel phone may take up to 24 hours.

Your transfer of a Phone Number from your current wireless carrier to a New Telcel may take up to 7 days and in the case of landline numbers, transfers may take up to 30 days.
How do I know if my Telcel phone is Activated and ready to use?
If your are able to make and receive calls, your Telcel phone is active. Keep in mind that upon completing the activation steps, either through our website at www.us.telcel.com/Activate or through our Customer Care Center at 1-800-220-9518, you will be asked to place a test call to confirm that activation was successful.
How do I create a Gmail account on my Android phone?
A Gmail account (Google's free email account from Gmail.com) is required once your phone is activated to access Gmail, Market Place, and Calendar. We recommend that a Gmail account be created, if they don't have one already, in order to take full advantage of what Android offers. If you do not have a Google Account, the phone will prompt you to create one and will guide you step by step to do so.

You can also create multiple personal email accounts (Yahoo, AOL, Hotmail, etc).

To create the accounts: 1.Go to the Android Market. 2.Download the desired Email application. 3.Once the application is downloaded, you will need to sign in with your email credentials (username and password). 4.After setting the sync settings, emails will begin displaying on your phone. NOTE: It can take between 15 o 30 minutes to sync email to your phone.5.Once the app and email has been set up, an icon will appear on the applications menu.
How do I Activate my Telcel phone with a telephone number issued by another company?
You may transfer your telephone number from another company to Telcel. To port in your existing telephone number to your Telcel phone, the number you are porting must be active with your current service provider.

You need to request Telcel to port in your number, Telcel will process your request in your behalf. In order to request the transfer and initiate the activation process please go to www.us.telcel.com/Activate, and select the radio button option "Activate my phone with a number transferred from another company."

The transferring of your number to a new Telcel might take a few hours; however, if there are any delays from your current wireless carrier, the transfer process could take up to 7 days and in the case of landline numbers, transfers may take up to 30 days.

Your new Telcel will be ready to complete activation when your old phone stops working.
Why does my phone display "No Service"?
The phone is not within the Telcel Service Area Map . An indicator light on your phone may display the word "Roam", "RM", or "NO SERVICE" on the screen. Please click on www.us.telcel.com/Coverage to view our Service Area Map.
What should I do if I place the Activation call to my Telcel phone, and instead of it ringing, I receive a recorded message
Please wait an additional 24 hours and try the test call again. You may have called before the Customer Care Center was able to Activate your phone. If the problem continues and you still receive a recorded message, call our Customer Care Center at 1-800-220-9518 from a phone other than your Telcel phone and the representative will assist you in correcting the situation.
Will I need to add a Service Card if I am Reactivating my Telcel phone?
You will need to enter a Service Plan to reactivate your phone. Please go to www.us.telcel.com/Activate and select the radio button option "Activate my phone with a new number or Reactivate with an existing or new number".

You will be able to reactivate your Telcel phone with the same phone number within 30 days of your Service End Date.
Can I change my phone number?
Yes, you may change your Telcel phone number up to 4 times per year, in order to change your phone number, you will need to contact our Customer Care Center at 1-800-220-9518 and a representative will assist you with the process.
Can I reactivate my phone in a different zip code?
Yes, as long as Telcel provides service in that zip code.
Can I change my area code?
The wireless phone number area code can be changed only up to 4 times per year. Please contact our Customer Care Center at 1-800-220-9518 to change your phone number.
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