FAQ

Getting Started

What is YO?

YO is the atypical telco with a playground. Every time you PLAY, you earn YODINERO. The ultimate YO lifestyle is a game. Play, earn YODINERO, spend on data.

What does YO offer?

YO offers prepaid service packages with daily, weekly, and monthly validity.  All packages include unlimited PLAY within YO, unlimited talk, unlimited text, and a defined data quota for general use.

YO also offers data boosters to add more data quota for general use.

Are there YO stores?

No, we are 100% digital. We are here for you if you need us 👉 soporte@yotelco.com or contact our team through the YO app or www.yotelco.com/soporte.

How do I know if YO’s service will work for me?

There are a few easy ways to see if YO will work for you:

1. Check the coverage map to verify service in your area (www.yotelco.com/cobertura).

2. Make sure your device is compatible with YO (www.yotelco.com/dispositivos).

3. Be ready to have an atypical telco experience.

Does YO have coverage in my area?

YO is currently only servicing Mexico at the moment.

How do I know how much data I need each month?

Go to your phone settings and check how much you are using right now with your current carrier.

Can I use my current phone number on YO?

Absolutely. After you get your SIM, during the activation process, you may select the option to port-in your number instead of receiving a new one. Portability process takes less than 24 hours and you can start using YO services with your temporary new number until portability is completed.

Can I bring my own device?

Yes, all compatible phones are more than welcome, just switch out your old SIM card. You can check compatibility of your phone here: www.yotelco.com/dispositivos

If your phone is locked by your current operator, please request them to unlock your phone.

Can I get a new phone number with YO?

Sure. Once you order and receive your SIM card, you will receive your new phone number during the activation process.

How do I transfer (port) my phone number to YO?

After getting your SIM and activating it in YO, you may select the option to transfer your existing number. Here’s how it works:

1. Swap SIM
Remove your YO SIM with your old SIM.

2. Receive NIP
Call #051 or text #051 with the word “NIP.” You will receive your 4-digit portability NIP in less than 5 minutes. Remember it!

3. Swap SIM
Remove your old SIM with your YO SIM.

4. Input NIP
Go to the Port screen in YO, tap “Continue” to input your NIP.

5. Submit
After submitting, porting will take ~24 hours to complete. In the mean time, you can use your YO SIM with your temporary number. You’ll be the first to know when it’s done.

Should I cancel my existing service before I transfer (port) my phone number?

No, your service must be active with your original carrier for them to release your number.

Account Management

How do I keep track of my service usage?

You can visit the SIM section of CTRL in the YO app.

How do I know when my data runs out?

You will receive app and SMS alerts from YO when this happens. Don’t worry, you are still able to purchase a new package in YO even after your data runs out.

How do I sign up for auto renewal?

You can turn on auto renewal during your check out process in the YO app.

How do I cancel my auto renewal payments?

Please contact us at soporte@yotelco.com for this request.

Plans & Services

How much data do I get in a package?

Check out our latest package offerings at yotelco.com/ctrl.

Are there fees and taxes associated with my YO plan?

Nope! Fees and taxes are already included.

Can I purchase more than one package at a time?

No. One at a time, sweetie.

I finished all my data before the end of my cycle, can I buy more?

Yes, you can buy a booster in the 🛍 SHOP section of CTRL in the YO app.

Can I switch my package?

Please contact us at soporte@yotelco.com for this request.

I’ve ordered, when will my SIM be delivered?

If you purchased a SIM with a monthly package, you will receive it same day in less than 6 hours.

If you purchased a SIM with a weekly or daily package, you will receive it the following day.

Can I use my YO app overseas?

Absolutely! YO is available to everyone with a mobile device, anywhere in the world.

Can I use my YO SIM and services overseas?

No, YO SIM and services only work in Mexico.

Using YO Service

How do I activate my YO service?

If you purchased a YO package when you ordered your SIM, it will be automatically activated when you insert your new SIM into your phone. If you did not purchase a YO package, you can select one from YO app.

How do I top up my account?

Visit the ⬆️ section of CTRL in the YO app to top up with YODINERO, cash, or card.

Can I temporarily pause my account?

Please contact us at soporte@yotelco.com for this request.

How do I get a replacement SIM?

Please contact us at soporte@yotelco.com for this request.

Troubleshooting

I’m having trouble calling internationally.

Please contact us at soporte@yotelco.com for this issue.

My service is not working, what do I do?

Please contact us at soporte@yotelco.com for this issue.