It makes self-service easy. If you want to look at a new mobile plan or a shiny new smartphone, it works with your existing Telstra ID, and you can also contact us through the My Telstra app for help with any questions you have.
The My Telstra app is available for both Apple iOS and Google Android, and if you’re not on a phone you can also access My Telstra in your web browser. When you open My Telstra, you’ll be prompted to sign in with your Telstra ID if you haven’t done so before – and if you don’t have a Telstra ID, you’ll be prompted to register.
Once you’re in the app, you’ll be able to see all the services associated with your account on the Services tab on the lower left of your screen. Next to that is the Payments tab, which shows you your current bill and gives you the option to make payment. At the far right is the Shop tab, your shortcut to purchasing a new device or service, or browsing the Telstra Plus Rewards store.
If you need help, or if you want to contact us about your account or services, then you’ll want to navigate to the Get Help tab.
From the Get Help area of the My Telstra app, you can easily get help with your account and payments, or a service like your home internet, mobile phone or home phone line. If you select one of the large tiles for each of these, you’ll see a few common options under an “I want to…” heading. There are also links to articles where we’ve already answered your frequently asked questions.
If you need to contact us, scrolling down in the Get Help area shows you all your options. From there, find a nearby store or book an in-person appointment, or even join a queue for a same-day store visit in some of our stores – that’s especially useful for some of our busiest city stores!
If these options aren’t what you need, you can also message us directly in the My Telstra app and open a conversation. Remember, you can start a messaging conversation at any time, even when our support staff aren’t working or when all our team are currently busy, and that means you might have to wait for a response instead of getting immediate support.
It’s best to treat messaging in the My Telstra app like sending an SMS to Telstra – ask the questions you need to whenever you’re able, and we’ll get back to you as soon as possible. We’ll try to answer your questions as quickly as we can, but if we need to ask for more info we’ll try to keep it straightforward and simple. Messaging is a convenient way to get help; send your message, and you’ll be notified when we reply.
