Need help? Download and open the My Telstra app, select ‘Help’ > ‘Speak to us’ and tell us what the problem is. The app will then find the most relevant information, based on your services and products, to help resolve your questions. If you need extra help, there are three ways the app can help you can reach us.
You can message us directly by selecting the chat icon in the app. Think of this chat like an SMS – you can ask the questions you need and attach any images you need to help explain the issue. We can also send you images if you need visual support for troubleshooting or tech advice.
You can start a messaging conversation at any time, even when our support staff aren’t working or when our team are busy, it just means you might have to wait for a response instead of getting immediate support.
If messaging isn’t for you, you can select a call back. The app will ask you a series of questions so it can initiate a call directly to the right queue.
As part of the process, it will show you the operating hours and you can view estimated hold times for the day. This will give you the power to choose if you want to speak with us now or choose a later and/or quieter time, because no one likes waiting.
We’ve started answering calls from consumers and small businesses in Australia, with all calls being answered locally by the end of June.
If you’d rather visit us, then you can use the app to virtually join a Store Queue from wherever you are, so when you get to store, you don’t have to wait.
You will need to select the reason for the visit (so we can make sure you’re seeing the right person in store), and then you’ll be given your spot in line. You will then be sent an SMS 10 mins before your slot so you can make your way to the store.
If traffic was worse than you thought or you’re still waiting for a coffee, no worries, you can let the store know and they’ll update your booking.
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.
