StayConnected Advanced^®
Your phone backup plan.

StayConnected Advanced means you're only a few clicks away from getting your mobile life back. Here’s what you need to do.

1. Submit your request
   Log a service request or call 132200 (free to call from most Telstra home phones and Telstra mobile phones in Australia).
    
   There’s a fee of up to $190 for exchanging or replacing your device, or $99 for a screen repair. If your device is covered by warranty or consumer guarantee, these fees won’t apply.
   
   
   

   Exchange or replace Tier 1: Non smartphones	$140
   Exchange or replace Tier 2: smartphones and tablets	$190
   Screen repair for eligible handsets and tablets	$99

Log in to Telstra My Account          Log a service request

2. Sit back and relax
   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, reinstall the app 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.