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Exchange or Repair

Device problems solved

If something happens to your phone, we'll get you up and running with a same or similar replacement device (usually refurbished for a service fee. We’ll usually dispatch it by the next business day.  You can also restore your backed up data via the StayConnected App.

Broken screen? We’ll repair it for just $99 on eligible handsets.

We can also ship your replacement phone overseas. Just let us know where you need it sent (additional shipping fees apply – please call us on 132200 for a quote).

Secure

Protect your content

Keep your contacts, photos and videos safe with StayConnected Advanced:

•     Secure your phone with anti-virus, malware and safe browsing protection (Android only).

•     Backup your content in Australia to the cloud with up to 10GB of storage (Android and iOS).

•     Lock and erase your phone to secure your personal content (Android and limited iOS).

•     Locate your device on a map then sound an alarm to help find it (Android and iOS).

Download the iOS app or Android app today (download charges apply). You won't be charged data usage for using this app unless roaming overseas.

 

Solve

Search and learn

Find the answers to your device questions with the StayConnected app. Use the search function to troubleshoot issues such as app updates, connecting your phone to a printer and making contactless payments.

Full of interesting facts and handy notifications, the StayConnected app helps you get the most out of your device.

Download the iOS app or Android app today.

 

How to get StayConnected Advanced®

You can select StayConnected Advanced during checkout when you buy a device in our online shop.

StayConnected Advanced®  
Price (monthly) $15

Exchange, replace or repair

Exchange or replace: Same or similar mobile replacement (usually refurbished) dispatched to you by the next business day.

Screen repair: For eligible handsets and tablets.

Up to two per 12 months.

Service fee of up to $190 applies.

$99 service fee applies.

Secure: Mobile security to help protect your device and up to 10GB unmetered mobile data backup in Australia via the StayConnected® App (iOS and Android devices only). Yes

Solve: Search and solve common device questions via the StayConnected app.



Yes
 

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 Advanced queries.

Visit a Telstra Business Centre

Find out more about StayConnected Advanced with our friendly business specialists.
 

Using StayConnected Advanced

To get access to the StayConnected online portal, you’ll need to log into My Account or call us on 13 2200.

The StayConnected app gives you control over many of your StayConnected Advanced settings, plus helpful notifications. Download the iOS app or Android app to stay connected. 

 

 

App icon

 


For more information including a list of devices compatible with StayConnected and our data protection features, download the PDFs below. Alternatively, you can call 132200 or contact your nearest Telstra store.

StayConnected supported device list

StayConnected Terms and Conditions

 

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
  2. Log in to Telstra My Account          Log a service request

  3. 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.

  4. 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.

  5. 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.

 

Questions about StayConnected? We're here to help

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CrowdSupport®

Have a question about StayConnected? Ask our Customer Forum.

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Support

More information about StayConnected can be found in our Frequently Asked Questions.

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