Upgrade & Protect
Protect your device.
Upgrade your experience.
Smashed screen? Damaged device? Don’t stress. Enjoy peace of mind with Upgrade & Protect.
Eligibility criteria and redemption limits apply.
What is Upgrade & Protect?
Upgrade & Protect is a $15/mth service that allows you to upgrade to the latest device before your contract ends plus claim up to two screen replacements or damaged device upgrades per year. You need to add Upgrade & Protect when buying your payment term with an Upfront Mobile or Data plan.
Upgrade is subject to our standard credit assessment. Damage and redemption fees may apply.
From $0 to upgrade if your device is in good working order
You can upgrade to the latest version of your device when it launches.
On a new device repayment contract.
Subject to our standard credit assessment.
Peace of mind
You can claim two screen replacements or two damaged device upgrades (or one of each) per year, for a fee.
We come to you
Can't get to a Telstra store? No problem. We can come to your home or work in an eligible postcode to replace your damaged screen.
A $59 call-out fee may apply if you are not home when the technician arrives. If your device condition doesn’t match your assessment a $79 non-repair fee may apply.
What you'll pay
| If your device is in good working order | If your device is damaged | If your screen is damaged |
| $0 to upgrade [terms]In the final 6 months of a 12-month repayment term, or the final 12 months of any other repayment term.[/terms] $99 to upgrade [terms] At any other time in your repayment term.[/terms] |
$249 per upgrade [terms]You can upgrade up to twice a year.[/terms] |
$99 per screen replacement [terms]You can get it replaced up to twice a year.[/terms] |
Note: You can only claim one of the following combinations in a 12-month period: 1 damaged device and 1 screen replacement, or 2 damaged devices, or 2 screen replacements.
How to book a screen replacement
You can book a screen replacement in three easy steps.
Select your service
Step 2
Select Services, then your service. It’s the same as your phone number.
Arrange replacement
Step 3
Select Manage your device and accessories, then Replace your screen and follow the prompts.
How to redeem an upgrade
Having trouble redeeming? You could be on an older plan. Message us and we’ll check your plan and help you redeem.
Choose your new device
Step 1
Select your new device, choose Keep your current plan choose Upgrade & Protect, answer the device questions to get your redemption fee then add to your cart. We’ll conduct a credit check.
Back up your data
Step 2
Back up your information, remove your SIM card (if you have a physical SIM) and reset your device to factory settings. Check the detailed instructions we send with your eParcel.
Return your device
Step 3
Wait for us to send you a return eParcel. Return your current device within 14 days of receiving our eParcel. Your device will be re-assessed, and we’ll notify you of any additional fees or applicable refunds.
It’s easy with My Telstra
If you have an Upfront Mobile Plan, you can use the My Telstra app to book a screen replacement or upgrade your old or damaged device.
Upgrade subject to standard credit assessment.
Frequently asked questions
No, the remaining payments for your device repayment will be paid by our nominated second-hand device vendor if:
- You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
- You return your existing device to our second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
- You pay the applicable redemption fee (based on the return device condition), and
- Your monthly device repayment and Upgrade & Protect fees are not overdue
If you choose to upgrade your device, our nominated second-hand device vendor will buy the device from you for an amount equal to your remaining device payments and will forward that payment to us on your behalf.
No, Upgrade & Protect can only be added when taking up a new device on a repayment with an eligible plan.
No, Upgrade & Protect can be removed at any time in My Telstra. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you've already paid for.
Customers on our current Upfront plans cannot transfer Upgrade & Protect. Please call or chat to Telstra for support. Customers on older plans can transfer their Upgrade & Protect with the tied device repayment contract.
Customers who have purchased Upgrade & Protect can have their screen replaced for $99.
You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced.
Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.
You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.
Make sure you do this at home or another familiar location. Switching it off in an unfamiliar location may lock the phone and disrupt the return process.
- Open Settings on your device
- Select your name
- Select Find My [Device], then toggle the switch to turn it off
- Enter your Apple ID password
- Select Turn Off.
To redeem Upgrade & Protect on an older plan, message us or visit your local store.
Available for $15 per month at the time you purchase an eligible mobile or tablet device on an eligible mobile or data plan.
Upgrade redemptions can be made during the current device payment contract term by returning the device to our second-hand device vendor, paying applicable redemption fees (determined based on condition of the return device) and purchasing an upgrade or replacement device on a new, eligible device payment contract with a new mobile or data plan.
The charges for the cost of the redemption will be issued via a Pay It Later invoice. The cost for the new device will be charged to your AutoPay payment method. Limit of two damaged device return redemptions per service per 12 months. Excludes lost/stolen devices.
Upgrade redemptions can only be made in-store, over the phone, or via messaging.
If you choose to upgrade your device, our nominated second-hand device vendor will buy the device from you for an amount equal to your remaining device payments and will forward that payment to us on your behalf.
Once you return your old device it becomes the property of our nominated second-hand device vendor. You will no longer have any ownership rights to the device.
Questions about Telstra mobiles?
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Support
More information about Upgrade & Protect can be found in our Support section.
Contact us
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Send us a message
You can message us about a range of topics and we'll get back to you as soon as we can.