My Telstra is coming

No, you won’t need to do a thing. You will be able to use the My Telstra app straight away to manage your account, services and so much more. 

What operating systems are compatible with the My Telstra app?

The My Telstra app will work on any Android or Apple phone if it meets the following OS requirements, Android 5.1 or later, or Apple iOS 11 or later otherwise you’ll remain on the Telstra 24x7 app.

Will all smart devices be compatible with the My Telstra app?

The My Telstra app will work on any Android or Apple device if it meets the OS compatibility requirements. Windows and Blackberry phones will no longer be supported and will remain on the Telstra 24x7 app.

If my device is not compatible, 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 once the My Telstra app becomes available.

Will Telstra Device Locator continue to be available in the My Telstra app?

The Telstra Device Locator feature won’t be supported at this stage but may be available in future updates. If you’re an active Telstra Device Locator user, you may choose to disable auto update on the Telstra 24x7 app, so that you remain on the Telstra 24x7 app. Please note that support for the Telstra 24x7 app will cease in the coming months.

I’m a small business customer. Can I still 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?

• For Android users – currently 46.7 MB.
• For iOS users- Between 100 -110 MB depending on the Apple device you are using.

Note: we recommend you set your update setting to work only on Wi-Fi to avoid mobile data usage.

Will upgrading to the My Telstra app consume data?

My Telstra app will consume data, so it’s recommended you use Wi-Fi when updating/downloading the app.  

How is the My Telstra app different to the Telstra 24x7 app?

Personal and small business customers will find it easier to manage accounts and services plus access a range of rewards, plus access these handy new features.

• The new Home screen gives you a personalised snapshot of your services, rewards and most important updates.
• Get Help shows support guides relevant to you. Plus, track your orders, check for outages and book in-store appointments.  Plus, with Messaging, you can now send us messages and respond on your own time.

Telstra 24x7 app Lite came pre-installed with my device. Am I still eligible to download the My Telstra app?

Yes, you can still get the My Telstra app, depending on which operating system your device uses. When the My Telstra app is available from March 2020, Apple users can use the App Store and Android users can use the Play Store, to download My Telstra app.

Aside from Telstra 24x7 app Lite, if you also have the Telstra 24x7 app on your device, you can update the app via your app store. The update will ensure the Telstra 24x7 app is replaced with the My Telstra app.

Do I have to sign in with a Telstra ID to use the My Telstra app?

In most cases, you’ll automatically be logged in when you update from the Telstra 24x7 app to the My Telstra app. In some cases, the app may ask you to log in if you’ve recently changed your account details. You’ll need to use the Telstra ID that you normally use to access your online Telstra accounts. If you do not have a Telstra ID, please click here to get one.

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

To retrieve your Telstra ID username or password, please click here

Can I go back to using the Telstra 24x7 app from the My Telstra app?

Once the Telstra 24x7 app is updated to the My Telstra app, you won’t be able to use the Telstra 24x7 app.

You may choose not to update and continue using the Telstra 24x7 app, however please note that we’ll be ceasing support for the Telstra 24x7 app once the My Telstra app becomes available.

Where can I find the My Telstra app on my device?

Once the My Telstra app becomes available from March 2020, the Telstra 24x7 app will automatically update to My Telstra (if you have auto update enabled). The position of apps on your device may be alphabetically arranged, so to find the upgraded app, check under the letter ‘M’.

I’ve got the My Telstra App. What happens if I need help?

Simply visit our Support centre to find how-to guides and troubleshooting tips.

Where can I go to ask more questions about the My Telstra app?

Please visit CrowdSupport to ask additional questions.