Stay Connected

1. Submit a service request
   You can submit a service request here, via Telstra 24x7 My Account or by calling 13 2200.
    
   

   A fee of up to $270 applies for swapping or replacing your device, or $59 for a screen repair on eligible devices. If your device is covered by warranty or consumer guarantee, these fees won’t apply.

   Exchange, repair or replace your device up to twice in a year.

   
   

   Exchange or replace Phones and tablets with an original purchase value equal to or less than $1,500 RRP	$190
   Exchange or replace Phones and tablets with an original purchase value more than $1,500 RRP	$270
   Exchange or replace 2-in-1 laptops	$270
   Screen repair For phones and tablets (2-in-1 laptops excluded)	$59

Sign into My Account          Log a service request

2. Wait for a delivery from us
   Exchange or replace: We'll dispatch the same or similar device (most likely a refurbished model) to you, usually by the next business day. We’ll email you the order details so you can track it online.
   
   If a direct replacement of your current device isn’t available, we’ll offer you a similar model, or you can wait until we have a direct replacement in stock.
   
   Screen repair: We’ll provide you with a reply paid satchel so you can send the handset back to us via Australia Post.
   
   
3. Return your device
   Send your device to us using the instructions found at StayConnected Help, or in the guide you receive with your delivery.
   
   Please remove the battery from your device before posting it to us. If you can’t remove it or it’s not easily accessible, follow the Australia Post guidelines below: ‘Wrap your handset with battery still connected, or battery without a handset, in bubble wrap or similar. Each handset or battery must be completely sealed in its own wrapping to cushion it from impact and to ensure it doesn’t come into contact with any other items in the envelope.
   
   Exchange or replace: If the original device is still in your possession, you must return it to us within 14 days of receiving the exchange device. If you don’t return your original device within this time, you’ll be charged a device non return fee.
   
   Screen repair: The sooner we get your device, the sooner we can repair it.


4. Restore the content on your swap or replacement device
   
   If you've previously backed up your photos, videos and contacts using the StayConnected app or Telstra Device Care app, reinstall the app you used via the Apple Store (iOS) or Google Play (Android) to restore your device content.
   
   For instructions on restoring your content please visit Telstra Crowdsupport, or call 13 2200 for assistance.

For full details on how to use StayConnected Advanced go to StayConnected help.

StayConnected Advanced Critical Information Summary

StayConnected Advanced Terms and Conditions

See Terms & Conditions before 27 August 2019

StayConnected is not an insurance product, it’s a swap or replace program only.

The new screen repair fee of $59 (was $99) also applies to all previous versions of the StayConnected service.

Next business day delivery is available if the service request is lodged by 3pm AEST and the replacement device is in stock and ready to ship. To exchange your device, you must return it within 14 days of receiving a replacement device or a non-return fee will apply. 

For screen repairs, the device mustn’t have any other damage and must function normally, contain genuine parts and have all locks removed. Screen repair devices are excluded from next day delivery. Loan device available during repair period.

You are eligible for two device exchanges, replacements or repairs per 12 months from the date of registration. 

Telstra Device Care app is only compatible on iOS & Android.