Why we use two-step verification

Stronger security than just a password

We use the two-step verification method to help you protect your account. It means that if someone other than you was trying to access your account, they would need more than just your username and password. 

It's easier for scammers to get access to passwords for online accounts than you think. The second step of verification means that even if someone gets access to your username and password, they still won't be able to access My Telstra. 

One quick step stops scammers from targeting you

In 2021, Australians reported losing $211 million to scams involving identity theft, an 89% increase from 2020. Source: ACCC report

If a scammer or unauthorised person gets access to your account, they can try to access your payment details or your phone number. Two-step verification can stop them in their tracks. 

How two-step verification works

Step 1. You enter your password

Your Telstra ID username and your password are the first layer of security.

Step 2. You verify a second way

Either with something you have

(using biometrics or Telstra PIN on your mobile device)

or

something only you know 

(One-time code) 

Using two-step verification

You can use all the below methods to protect your digital identity with Telstra. The two-step verification process provides you with a stronger and more secure way to sign in to the My Telstra app, as well as verifying your identity when interacting with us on the phone, via messaging and in store.

Wondering which method applies to you?

We recommend setting up both your Telstra PIN and biometrics. 

Biometrics (Face & Fingerprint ID)

Biometric authentication is commonly used in many industries to ensure that only you can access your account on your mobile device. Telstra does not store your biometric authentication information during this process, such as fingerprints or face images, we simply use your device features to add more security to your account. 

On an Android device that means that you use Face or Fingerprint ID. On an iPhone that means that you use Face ID or Touch ID. 
You’ll be prompted to set up biometrics when you enable your Telstra PIN. If you opt out of biometrics, you can enable them later: 
 

  1. Sign in to the My Telstra app
  2. Select Profile
  3. Select Security Settings
  4. Select Telstra PIN and Face/fingerprint ID
  5. Switch it 'on'. 

Telstra PIN

Another way to protect your identity is to enable your Telstra PIN. You can do this easily in the app. 

We'll never ask you to provide your PIN verbally to anyone, so if someone asks you to do that, hang up immediately. 

To enable Telstra PIN: 

  1. Sign in to the My Telstra app
  2. Select Profile
  3. Select Security Settings
  4. Select Telstra PIN and Face/fingerprint ID
  5. Switch it 'on'.

One-time code

When interacting with Telstra online, over the phone, via messaging or in-store, you may be asked to provide a one-time code to verify your identity. We'll send this to either your contact mobile or email address that you have registered with us. We will never ask you to provide your Telstra PIN on a phone call, or via email, social media or messaging services.

To use this security feature, check your contact details with us are correct. 

To check your contact details:

  1. Sign in to the My Telstra app
  2. Select Profile
  3. Select Personal Details 

Verify my identity

An in-app challenge allows you to verify your identity, as well as assuring you that you are talking to an agent from Telstra instead of a scammer. It’s different from the regular sign in process.

1. Select the push notification

We send a push notification to your device from the My Telstra app. 

2. Open the app

Tapping the notification will open the My Telstra app. Follow the prompts to complete the biometric challenge (using Face or Fingerprint ID), or if you don’t have biometrics enabled, we’ll ask you to enter your Telstra PIN.

If you don’t have notifications enabled, you can sign in to the My Telstra app and pull down on the homepage to refresh, and then the banner message will appear for you to start the process. 

3. Verify your identity

When you complete the biometric challenge, or enter your PIN correctly, your identity will be successfully verified, and can continue with a higher level of security. 

What to do if you suspect fraud

If you suspect fraudulent activity on your Telstra account you should:

  1. Let us know by reporting the scam

  2. Contact your bank

  3. Change your password