Protect your account against unauthorised access

You'll need to take an extra step to access your Telstra account online, via one of our call centres or in store. It’s an important way to prevent unauthorised access to your account, so set up a Telstra PIN today and make sure your contact details are up to date.
1 minute read

What’s happening with your Telstra account?

You’re required to use two-step verification to manage or make changes to your account and services via My Telstra, on the phone or in store. This will help ensure that we’re talking to you, and not someone pretending to be you.

If your contact details are incorrect or you haven’t set up a Telstra PIN, you won’t be able to access your Telstra account online or via one of our call centres.

Why is two-step verification important?

Two-step verification is an increased level of security that helps protect you from fraud and identity theft. It’s an important way to prevent unauthorised access to your account because even if a third party gained access to your password, they shouldn't be able to complete the second verification step needed to access your account. 

It's a mandatory step for our customers following the introduction of new customer identity verification rules by the Australian Communications and Media Authority (ACMA). 

What do I need to do?

Check your contact details

Make sure your contact details and mobile number are up to date in My Telstra. That way, you can receive a one-time code to verify your identity when you get in touch with us. 

Here’s how: 

  • Sign in to the My Telstra app or My Telstra in a browser
  • Select Profile 
  • Select Personal Details

Set up a Telstra PIN

All customers need to have a Telstra PIN to securely log into My Telstra. The good news is that it’ll only take a moment to set up and you can do it right now: 

  • Sign in to the My Telstra app or My Telstra in a browser
  • Select Profile 
  • Select Security Settings 
  • Go to Telstra PIN and Face/Fingerprint ID

Frequently Asked Questions

If you are concerned, you can change your password in the My Telstra app or My Telstra in a browser and ensure you have set up two-step verification. The most secure way to do this is by using your Telstra ID to set up a Telstra PIN (and enable biometric authentication on your device if your device supports it). We strongly recommend not using the same password for different accounts.

Optus is advising customers to help protect against fraud by visiting reputable sources such as:

We also recommend:

You should also monitor your bank accounts for any unusual or fraudulent activity and notify your financial institution immediately if something is not right.

  • Protecting our customer’s data is paramount. We monitor our network 24/7 and manage the security for our vast global network using a range of technologies and security controls to minimise unauthorised access to our networks and systems.  We continuously invest in our security capabilities to help stay ahead of new security threats, and we will consider further steps as we learn more about the Optus incident.
  • Our combination of technical solutions, security controls and internal processes help us protect your personal information and our network from unauthorised access.
  • You can protect your data further with two-step verification and by ensuring your contact details are up to date. Learn more about two-step verification

This information is needed so we can run a credit check to confirm your ability to pay for the service you’re ordering. If you’re unable to complete two-step verification and we need to verify who you are, we may request your ID. This is to protect you, and us, against fraudulent activity.

Telstra collects your information for a variety of reasons associated with providing you a service in accordance with our privacy policy.