My Telstra app

Download instructions

1. Open the App Store (for Apple users) or the Google Play (for Android users):
2. Search for My Telstra and select to install
3. When the End User Terms appear, select Accept to start download
4. Good to know: around 50MB (Android) or 100MB (iOS) of data will be used. Use Wi-Fi if you wish to avoid using your mobile data.
5. Once it’s finished installing, select Open, or find the My Telstra icon on your screen to launch the app

I am currently using the Telstra 24x7 app. Do I need to do anything?

Existing Telstra 24x7 users will need to manually upgrade their app by searching My Telstra in their app store, then tapping update.

What operating systems and devices are compatible with the My Telstra app?

The My Telstra app will work on any Android device, iPad or iPhone if it meets the following OS requirements

1. Android 5.1 or later
2. Apple iOS 11 or later

Windows Phone and Blackberry phones are not compatible with the My Telstra app.

If my device is not compatible with My Telstra app, will I still be able to use the Telstra 24x7 app?

Yes, you may choose to stay on the Telstra 24x7 app, however we’ll be ceasing support for the Telstra 24x7 app in the coming months.

I’m a small business customer. Can I use the My Telstra app?

Yes, you’ll be able to use the app to manage your services and devices.

How much space do I need on my device to install the My Telstra app?

1. For Android users: 46.7 MB.
2. For iPhone or iPad users: 100-110MB.

What is a Telstra ID and do I have one?

A Telstra ID is the only log in you need to access all your Telstra services.

You may already have a Telstra ID if:

1. You already use one of our online services. This could include the Telstra 24x7 app, My Account, Telstra Plus or AFL Live Pass
2. You use Telstra Mail or have a BigPond or Telstra.com email address

If you don’t have a Telstra ID, you can register for a Testra ID now, it’s easy.

Can I use the app without a Telstra ID?

1. It’s best to sign in using your Telstra ID. If you install the app on a device that’s connected to the Telstra mobile network, you can use the app without using your Telstra ID, however it limits what you can do with the app.
2. For security reasons, if you are not logged in with your Telstra ID you won’t be able to use the app at all when connected to Wi-Fi.

What should I do if I’ve forgotten my Telstra ID?

You can recover your username or reset your password online.

There are a few ways to fix this issue.

For Android:

• Clear the app data
  1. Go to your System settings
  2. Open Apps and notifications then find My Telstra
  3. Select Storage and cache then Clear storage
• Uninstall and reinstall the app

For iOS:

• Uninstall and reinstall the app

There are a few ways to fix this issue.

For Android

• Clear the cache and cookies
  1. In the address bar, select the lock icon to view site information
  2. Select Cookies and delete to clear all data
  3. Close the app and wait for 5 seconds
  4. Open the My Telstra app and try to sign in again
     
     
• Change your default browser
  1. Close the My Telstra app, including in the background
  2. Open Settings and select Apps and notifications
  3. Select Default apps then Browser app
  4. Choose Chrome as your default browser
  5. Open the My Telstra app and try to sign in again

For iOS

Clear website data

1. Open Safari on your device and select Settings
2. Scroll down and choose Advanced then Website Data
3. Select Show All Sites and scroll down so you can see telstra.com
4. Select Edit
5. Remove all telstra.com data by tapping on the - (minus) button
6. Confirm by selecting Delete
7. Open the My Telstra app and try to sign in again