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Troubleshoot it yourself, or get a little help

Device Guide

Set-up, manage and troubleshoot your device.

Mobile support

For help with your Telstra mobile plans, features and services  

Get Device Care

Use our mobile care app

How to return a faulty device

Check some basics first

  • Take the battery out and put it back in (if possible) then turn the phone back on
  • Take the SIM card out and put it back in and ensure it is inserted correctly
  • Check for outages on the Service Status page
  • Perform a software update
  • Perform a hard reset (be sure to back up your data before you do)
  • For device specific support, check out our Troubleshooting Guides

What happens next

  • Our trained technicians assess your device to identify any fault and what might have caused it.
  • We’ll let you know the outcome, and whether your device is being repaired or replaced.
  • If your device has a major failure and you’ve asked for a refund then we’ll contact you to confirm we’re processing your refund within 5 business days. We’ll refund you the amount you’ve paid for the device within 5 business days by cheque, electronic funds transfer to your nominated bank account or deposit onto your Telstra billing account, depending on what you’d prefer.
  • The whole process should take around 5-10 days. If there are any delays or complications, we’ll contact you.


Track your request

  • Already returned a device? You can track the status here