How it works

  • Select 'Get help'

    Open the My Telstra app, go to the Get help tab and tap the blue message icon. Or scroll down to Contact Us and tap Messaging.
  • Ask Telstra Assistant

    Telstra Assistant is here to help. Let us know what your query is and Telstra Assistant will get some answers to you right away.
  • Message one of our experts

    If you need more help, Telstra Assistant will connect you with a human expert. Let us know if you’d like to speak to a human and we’ll get you through to someone as soon as possible.
  • Get notified when we reply

    You'll get a notification each time we reply.

What are the benefits of messaging?

With messaging, simply send your message and you’ll get a notification when we’ve replied. The conversation picks up from where you left off, so you’ll never have to repeat yourself and you can also respond in your own time. 

More about messaging

How will I know when I get a reply?

If you’re messaging us on your phone, we’ll send a push notification from the My Telstra app to tell you we’ve replied.

What can messaging help me with?

We can help with all sorts of questions from billing and accounts to faults with your service and complaints. Also, when you sign in to the app with your Telstra ID, the conversation history will always be there.

Who is Telstra Assistant?

Meet Telstra Assistant – here to help with your questions. From billing to data usage, Telstra Assistant can help you right away or direct you to a human expert. Simply go to Get help in My Telstra to start a conversation. 

Frequently asked questions