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
Redeeming an upgrade is simple by following three steps for how to get your new device and return your current one.
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
Use the My Telstra app or web to book a screen replacement or to upgrade your old device or a 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
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.
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.
Questions about Telstra mobiles?
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Support
More information about Upgrade & Protect can be found in our Support section.
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