If something happens
to your mobile, what’s
StayConnected is a fast exchange and replacement service providing protection for your mobile phone. A replacement phone is dispatched the next business day, with the ability to restore your data via the StayConnected App.†^
StayConnected Plus® is a premium service that includes tech support as well as assistance against online threats for Android devices.
Already have StayConnected?
A fast exchange and replacement service providing protection for your phone. Dispatched by the next business day. A service fee of up to $220 will apply.†
Overseas? No problem, we ship anywhere (additional shipping fees apply. Call us on 13 2200 for a quote).
Keep your photos
and data safe
Mobile security to help protect your device and up to 10GB unmetered mobile data backup in Australia, helping to keep your precious photos, videos & contacts protected even when you’re on the move (via the StayConnected® App).^
How to get StayConnected Plus®
You can get StayConnected Plus as part of the check out process when you buy a mobile phone in our online shop.
|Swap - A fast exchange & replacement service providing protection for your phone. Dispatched by the next business day.†||Up to 2 per 12 months
Service fee of up to $220 applies
|Secure - Mobile security to help protect your device and up to 10GB unmetered mobile data backup in Australia (via the StayConnected® App).^||Yes|
Premium mobile tech support & coaching. Live help is available during the following hours:
• 7am to 11pm Monday to Friday (AEDST).
• 8am to 10pm Saturday and Sunday (AEDST).
Outside of these hours a concierge service is available to arrange a call back by calling us on 13 2200.
Available through the StayConnected App or by calling us on 13 2200
Shop Online 24X7
Our online shop is always open and you get free delivery within Australia (next day in metro areas).
Call to find out more
Our customer service consultants are ready to take your call and answer your StayConnected Plus queries.
Using StayConnected Plus
StayConnected: Is your mobile or tablet compatible?StayConnected Service Request & Support
If something unexpected happens to your device, you're only a few clicks away from getting your mobile life back to normal.
- Submit a service request
Log a service request or call 13 2200 (a free call from most Telstra home phones and Telstra mobile phones within Australia). There is a service fee of up to $220 if you want to swap or replace your mobile or tablet. If your device is covered by warranty or consumer guarantee the service fee will not apply.
$140 Tier 2
(Most smartphones and tablets)
$190 Tier 3
(Large smartphones also known as phablets)
- Sit back and relax
We'll dispatch the same or similar device (usually refurbished) to you by the next business day# and email you the order details so you can track it online. If a refurbished device of the same make and model as your current mobile model isn’t available we’ll provide you a similar refurbished handset, or you can opt to wait until we have your model in stock.
(If your mobile only needs to be repaired, we’ll provide you with a reply paid satchel so you can send the handset back to us via Australia Post.* Standard repair fees apply.)
- Return your device
If the original device is still in your possession you must return your original device within 14 days of receiving the exchange device. If you do not return your original device within this time period you will be charged a Device Non Return Fee.
- Restore the content on your swap or replacement device
If you've previously backed up your photos, videos and contacts using the StayConnected App don't forget to 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 StayConnected Plus customers can contact 13 2200 for assistance from one of our local tech experts.
Things you need to know
* If you need to return your device to us, please remove the battery before posting. 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.
# Device must be in stock and ready to ship. Delivery next business day if the service request is lodged by 2pm AEST.
Questions about StayConnected? We're here to help
Call 1800 676 642
Prefer to talk to someone over the phone? We're here to answer questions about StayConnected.
Things you need to know
StayConnected Critical Information Summary
StayConnected Plus Critical Information Summary
StayConnected Terms and Conditions
†Things you need to know: To request your replacement device (usually refurbished) by the next business day, the device must be in stock and ready to ship and the service request must be lodged by 2pm AEST. You are eligible for two device replacements per 12 months from the date of registration.
^Compatible on iOS & Android.