FAQs

Getting Started - Adding a Service Card/Refilling my Account

How do I add a Service Card to my Telcel phone?
You can add a Service Card quickly and easily by using one of the following options:

  • Go to your Telcel phone's "Prepaid" menu and select the "Prepaid" option.
  • Launch the browser on your Telcel phone and select the option "Refill My Account".
  • If your phone does not have a "Prepaid" menu or the "Refill My Account" option, you can continue to go to us.telcel.com/Refill or contact our Customer Care Center at 1-800-220-9518 to refill your My Account.
  • How do I keep my phone service active?
    You have to add a new Service Plan before your due date. Telcel América offers two flexible Account Refill options:
    1. Auto-Refill (most convenient): Go to http://us.telcel.com/AutoRefill, and select Auto-Refill for monthly automatic deductions. Update or manage your information from your Account.
    2. My RESERVE: This feature allows you to buy or add more than one monthly plan at a time. For the Unlimited* plans, your Service will refill on your Service End Date. All plans in the Reserve can be managed from your Account. To see how it works, visit http://us.telcel.com/Reserve.
    Where can I find my PIN number on my Telcel Service Card?
    Your PIN is located on the back of your Telcel Service Card or on your register receipt. To read the PIN on your Telcel Service Card, simply locate the gray strip on the back of your card. Scratch off the gray strip in order to reveal your 15 digit Service Card PIN.
    Can I add a Service Plan to another person's Telcel phone?
    Yes, you may buy and add a Service Card for somebody else. You will need to add the Service Card online at us.telcel.com/Refill or by calling our Customer Care Center at 1-800-220-9518.
    Why would my phone number be cancelled if I do not refill my account on time?
    Telcel pays all charges to the carriers every month when we issue you a wireless phone number for your use. If you stop buying Service Plans or refilling your account, Telcel will stop paying the charges on that line for your use and will reassign that telephone number to a new Telcel customer. All it takes to get your phone Activated again is to add a Service Card or buy a Service Plan.
    Is there any charge for canceling Auto-Refill?
    No, there is no cancellation or penalty fee. You can cancel anytime. Simply visit your Account online at http://us.telcel.com/MyAccount or call 1-800-220-9518 to process your cancellation.
    What is the benefit of using Auto-Refill?
    Auto-Refill is the best way to ensure that your Service Days are used to their fullest potential. Since Auto-Refill takes place on your Service End Date, you'll never be disconnected.

    Set up:

    Set up online using your credit card at us.telcel.com/AutoRefill or call our Customer Care Center at 1-800-220-9518.


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    : Credit Card


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    : Credit Card