Telstra Plus™ FAQs

Top FAQs

What is the new rewards program? What is Telstra Plus?

Telstra Plus is a new program that rewards and recognises you for being with us. From 14 May, Telstra Plus members can earn points based on your eligible spend.

Coming soon we will launch a Telstra Plus rewards store where you can use your points to get discounts on products like devices or accessories.

Plus, additional benefits will become available over time for you to access based on your membership tier so stay tuned for more exciting details to come.

Learn about Telstra Plus

Is Telstra Thanks® still available?

Telstra Thanks® benefits, such as discounted movie tickets, discounted sport tickets and pre-sale concert tickets have moved to Telstra Plus.

Provided that you're eligible to join Telstra Plus, you can still enjoy all the Telstra Thanks benefits as long as you join the rewards program at telstra.com/plus

Unfortunately, business customers will not be able to access Telstra Thanks any longer but stay tuned as we may in the future launch a Telstra Plus program for our valued business customers.

How do I view my points?

You can view your points balance on telstra.com, My Account or the Telstra 24x7® App under Offers. 
 

You will earn points for every eligible dollar you spend on your bill or recharge if you've joined Telstra Plus. Your points may take approx. 7 business days to appear in your Points Activity.

View your points balance

How many bonus points will I get?

If you join Telstra Plus before 11:59pm on 29 June 2019, you will receive bonus points based on how long you’ve been with us.

Less than 5 years continuous tenure with Telstra:

  • Member: 1,000pts

  • Silver: 1,000pts

  • Gold: 1,000pts

More than 5 Years continuous tenure with Telstra:

  • Member: 10,000pts

  • Silver: 10,000pts

  • Gold: 10,000pts

Read the bonus points terms and conditions.

Does it cost anything to join Telstra Plus?

You can join Telstra Plus at telstra.com.au/plus today with no joining fees.

General program – joining

Who can join Telstra Plus?

Anyone over 18 with an active consumer/personal Telstra service who has a Telstra ID can join the program.

If you don't have a Telstra ID, you can easily Register for a Telstra ID. Please allow up to 24 hours for your Telstra ID to be activated before you can join Telstra Plus.

If you are not the account holder or a full authority representative (i.e.; a limited authority representative), you will need to ensure the account holder or full authority representative joins first.

Where can I join?

Simply visit Telstra Plus or sign into your My Account or Telstra 24x7® App with your Telstra ID. Click the link to join Telstra Plus, and follow the instructions.

What if I don't have a Telstra ID?

You need a Telstra ID to join Telstra Plus. 

If you have a Telstra ID: 

1. Download the Telstra 24x7® App from the Apple App Store or Google Play Store 
2. Enter your Telstra ID username and password 
3. Agree to the terms and conditions.
 
If you don't have a Telstra ID, you need to register for a Telstra ID. It may take up to 24 hours for your Telstra ID to be activated. 

Learn more about Telstra ID

Can I take out a membership for all my family's services/accounts?

Membership is at your overall account level.

You may have multiple bills linked to your Telstra Customer account, these will be shown on your Telstra ID, and all billing accounts will be included in your membership.

If you have all of your family’s services on your existing accounts, linked to your Telstra ID, this will automatically mean they are included in your membership.

If your family has accounts in their own names you will need to change the ownership into your name to include them in your membership and increase your membership tier.

If you complete a Change of Ownership, you will become the Owner of these services and will be legally liable for any charges incurred on the bill.

Do I get different memberships for different accounts?

You will have one membership for all of your billing accounts linked to your Telstra ID.

If you have Telstra Customer accounts linked to multiple Telstra ID’s you will have separate memberships for those accounts on each Telstra ID.You can consolidate all of your customer accounts onto one Telstra ID to increase your overall tier level.

You will need to contact us to consolidate these accounts onto one Telstra ID.

Your membership will be more valuable if you combine your accounts under one Telstra ID and Telstra Plus membership.

Can I join if I am a Telstra pre-paid customer?

Yes, you can!

You need to be 18 years or older, have an active pre-paid service and Telstra ID to join Telstra Plus. 

Can I join if I am not a Telstra customer?

No. Only Telstra personal (consumer) customers can join.

What happens if I am unsubscribed from marketing? Can I still be part of the program?

When you first join the program you will be opted in to marketing. You can later selectively unsubscribe from marketing channels through My Account Personal Details, but you may miss out on special offers and promotions.

I’m still having trouble joining the program, who can help?

For further help on joining Telstra Plus, you can:

Multiple users on accounts

I have multiple accounts, do they all have to join?

All accounts associated with the Telstra ID that you use to sign up to Telstra Plus, and for which you are the account holder or full authority, will be automatically enrolled into Telstra Plus when you join.

If you have multiple Telstra accounts, each of which have a different Telstra ID, they will not be automatically enrolled and you will need to enrol them individually.

You will need to contact us if you would like to consolidate all your accounts into one Telstra ID.

I have multiple accounts, why do they have different tiers?

The amount spent on each account linked to your Telstra ID used to determine your membership tier. 

  • Member Tier - less than $1499.99 annual eligible account spend per membership year

  • Silver Tier - $1500-$2999.99 annual eligible account spend per membership year

  • Gold Tier  - $3000 and above annual eligible account spend per membership year

If you have multiple accounts and you haven't combined them into the one Telstra Plus membership, then you will have a different tier for each membership.

I have multiple personal (consumer) accounts and Telstra IDs, can I combine them so I can get on a higher tier?

You can combine your Telstra services onto one Telstra Plus account and any future eligible spend across your combined services will count towards assessing your membership tier. Any old spend across your Telstra services (i.e. spend that happened before you became a Telstra Plus member and before your accounts were consolidated) will not count towards the assessment of your membership tier.

You will need to contact us to consolidate your accounts onto one Telstra ID.

If you are not currently the owner of the services but want to include them into your membership you can

  • Add accounts that you are authorised on to view and use membership benefits

  • Complete a Change of Ownership to change the services into your name. You will become the Owner of these services and will be legally liable for any charges incurred on the bill.

To consolidate your accounts, you can complete a change of ownership request or by calling 13 22 00.

I have multiple users on my accounts? Do we all need to join?

Yes. The account must first be enrolled in the program by either the account holder or a full authority representative.

Once this is done, all personal (consumer) users on the account can join to access the program benefits. 

All you need is a Telstra ID to join.

Can everyone on the account redeem points?

Only the account holder and full authority representatives are able to use the points.

Can everyone on the account access tier benefits?

Everyone who has joined the rewards program can access the Member level benefits, but only the full authority and account holder can access the Silver benefits and above.

Can everyone earn points?

Only the account holder receives points on the account however, if you are the account holder or full authority representative you can redeem Telstra Plus points on the account.

Points

How do I earn points?

You will be rewarded with points based on your account spend every month. You will get 10 points for every $1 of eligible spend.

From time to time we’ll let you know about other ways that you can earn points.

Note: some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

What is eligible spend?

Eligible spend is defined as money spent on the following products and services:

(a) paying your monthly bill for your Telstra services (after any discounts or refunds are applied);

(b) recharging your Telstra prepaid service;

(c) buying a mobile handset or hardware from Telstra through monthly instalment payments                                                                                        

Note: some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

How many points do I earn?

You will be rewarded with points based on your account spend every month. You will get 10 points for every $1 of eligible spend. 

Note: some exclusions apply for example, outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

When can I start earning points?

If you have Joined Telstra Plus, you will be able to see points in your account within 4 business days of paying your bill or recharging your pre-paid phone.

I’m on an inexpensive plan, why should I join?

All eligible spend on your bill will earn you points. Plus, everyone with a Telstra Plus membership will be able to access our Member tier benefits such as discounted tickets and pre-sale access to concerts. 

When do points expire?

Points expire 3 years from date of earning.

How can I see my points?

You can view your points by logging in to My Account, at telstra.com/plus or through the Telstra 24x7® App under Offers.

View my points balance

How long does it take for points that I earn to appear in My Account or Telstra 24x7® App?

Your Telstra Plus Points will be automatically added to your Telstra Plus account, typically between two and four business days from the time that Telstra receives your payment (approximately 7 days in total).

What happens if I am refunded a payment?

Your points will be recalled for the refunded amount. If you have spent the points then your points balance may go into negative.

I have been a Telstra customer for a long time, do I get anything for my tenure?

From time to time we will have different promotions which may include giving customers bonus points based on how long they have been with us.

Can I transfer/share my points with friends/family?

Yes, you can. As long as you are the account holder or a full authority representative on the account, you can transfer Telstra Plus Points to any other legitimate Telstra account enrolled in Telstra Plus.

Membership tiers

What are Telstra Plus tiers?

Tiers are different levels of membership in the Telstra Plus program. The more you spend with us, the higher your tier, and the more benefits you receive. 

Member is our entry level tier, followed by Silver and Gold.

How do I qualify for a tier?

For existing customers, your initial tier is based on your eligible spend in the last 12 months with Telstra. 

If you are new to Telstra you will start the program at Member tier and as long as you are in the rewards program you will move up if your account spend hits a certain level in your membership year. 

Spend level per tier to qualify are as follows: 

  • Member Tier - less than $1499.99 annual eligible account spend per membership year

  • Silver Tier - $1500-$2999.99 annual eligible account spend per membership year

  • Gold Tier  - $3000 and above annual eligible account spend per membership year

I just joined Telstra, what tier am I in?

All new customers who have enrolled in the rewards program will join the program at Member tier and will move up a tier based on our standard program rules of spend within your membership year, as follows:

  • Member Tier – less than $1499.99 annual eligible account spend per membership year

  • Silver Tier - $1500-$2999.99 annual eligible account spend per membership year

  • Gold Tier  - $3000 and above annual eligible account spend per membership year 

Note: you must join the Telstra Plus as a new customer.

Can I choose what type of rewards I’d like to receive?

Our rewards have been chosen to ensure that there is something for everyone. Depending on your tier, you will have access to benefits and it will be your choice as to how you might best enjoy them. We'll let you know what the tier benefits are soon.

How do the different Tiers work?

The achievement of different tiers unlocks more benefits. You are able to go up a tier at any time based on your eligible account spend during your membership year. When you do go up a tier, you will stay there for the remainder of your current membership year plus the following membership year.

How so I move up a tier

If you are a new Telstra customer and join Telstra Plus, you will be on Member tier. Your tier will change once you meet the eligible spend within your membership year.

Your membership year is 12 months starting from the date you join Telstra Plus.

When your eligible spend within your membership year is more than $1,500 ($125 per month on average), you will move to Silver tier.

When your eligible spend within your membership year is more than $3,000 ($250 per month on average), you will move to Gold tier.

You can move to a higher tier at any point within your membership year, as long as you meet the eligible spend criteria. When you do move to a higher tier, you will remain on that tier for the remainder of your membership year, and the following membership year.

If you are an existing Telstra customer and join Telstra Plus, the membership tier you start on is based on your eligible spend in the last 12 months.

How and when will I move down a tier?

If your eligible spend for a full membership tier is lower than the minimum spend level for your current tier, you will move to the tier based on your eligible spend in your next membership year.

What is my membership year?

Your Telstra Plus membership year begins the day you join the program, and runs for 365 days. 

Membership benefits

What are Telstra Plus Benefits?

Customers who join Telstra Plus will have access to exciting membership benefits such as discounted tickets, entertainment extras on us and VIP services. The benefits you will have access to are based on your membership tier.

Explore all my membership benefits

When can I access membership benefits?

You can start enjoying Telstra Plus membership benefits from 28 May 2019. We intend to make more benefits available over time, so stay tuned.

Who can access membership benefits?

Anyone who has joined Telstra Plus can access and enjoy Member tier benefits. Only the account holder or full authority representative can access Silver and Gold tier benefits.

If you have joined Telstra Plus and have limited authority on your Telstra account, you will have access to Member tier benefits.

Do my benefits expire?

Your membership benefits are available to enjoy within your membership year. Some benefits may be available to use multiple times, others can only be activated once per membership year and may have expiry terms. These benefits may become available to you again in your next membership year.

Explore your membership benefits

I just moved up a tier. Do I get to use all the benefits of that tier even though I have already used some on the lower tier?

If you move to a higher tier, only the benefits of the new tier will be available to you. However, if you have activated a benefit from a lower tier before you moved, you will still be able to enjoy that benefit as long as it is still within the benefits terms.

Example: If you were on Silver tier and activated the Telstra TV Box Office $75 credit benefit, and then moved to the Gold tier, the activated credit will remain in your Telstra TV Box Office account, plus you will then qualify to activate the $110 credit benefit.

If however you were on Silver tier and didn't activate your $75 credit benefit before moving to the Gold tier, you will only have access to the $110 credit benefit.

How do I access Telstra Plus tickets?

You can access Telstra Plus tickets either through the Offers tab in the Telstra 24x7® App, or directly through telstra.com/plus/tickets

How do I access my Telstra TV Box Office® credit?

You can access your Telstra TV Box Office credit benefit by scrolling to the offer on the telstra.com/benefits and clicking “Activate your credit”.
 
You can then choose which service you would like to apply your credit to on the following page. Click the “redeem” button next to your selected service and follow the prompts to activate your credit.  
 
If you have a Telstra TV, you can access the benefit directly through the app on the home screen, after you sign in with the Telstra ID you used to join Telstra Plus.  

I am an existing Telstra TV Box Office® customer. Do I still receive these benefits?

Yes, as an existing Telstra TV Box Office® customer, credit equivalent to either 12 standard definition new release movies ($75 credit for Silver tier) or 18 standard definition new release movies ($110 credit for Gold tier) per membership year will be applied to your account upon activating your benefit.

If you do not yet have a Telstra TV Box Office account, you'll need to sign up for one before you can apply credit to the account.

How do I access 24/7 tech support by Telstra Platinum®?

If you have a Silver or Gold tier membership and are not already a Telstra Platinum® customer, you can access tech support benefit by calling 13 22 00 and asking for "Tech Support".

Customers with an existing Telstra Platinum Service Subscription can contact Telstra Platinum via your usual preferred method.

The full authority representative on my account already used my membership benefit. Can I still use it?

Most membership benefits can be activated once per membership year by one authorised representative.

Redeeming rewards

Who can use points to redeem from the Telstra Plus Rewards Store?

You must be a full authority representative or an account holder to redeem rewards using your points in the Telstra Plus Rewards Store.

What rewards are available to redeem?

We’re currently preparing the Rewards Store, so stay tuned.

When can I redeem rewards using my points?

We will soon announce when you will be able to redeem rewards with your points.

 

How long will it take me to earn a new phone?

This will vary greatly depending on your spend and the type of handset you wish to redeem against however we will have the option of Points + Pay, so you can use your points to get a discount on a new phone.

If I am about to earn points for a transaction, can I apply those points to that same transaction?

No. Points earned on a transaction cannot be redeemed in the same transaction.

Where can I redeem points toward rewards?

You can redeem your points towards rewards such as devices and accessories online through the Telstra Plus Rewards Store, which is coming soon.

Business customers

I am a business customer / I have business accounts, can I join?

The current Telstra Plus™ program has been designed for personal (consumer) customers, however we may launch a Telstra Plus program for our valued business customers in the future.

Can I still get cheap movie tickets as a business customer if I can’t enrol in Telstra Plus?

No. With the launch of Telstra Plus™, Telstra Thanks® will be closing but we will let you know when this is going to take place. You can keep using Telstra Thanks until this time. 

If you have a separate personal (consumer) account with Telstra you can continue to enjoy the benefits of discounted movie tickets in Telstra Plus.

Business accounts are not eligible to join. 

I'm a business and personal (consumer) customer. Can I earn points on my personal (consumer) plan?

Yes, absolutely. If your personal (consumer) account is separate from your Telstra business account (i.e. they are billed under different billing account numbers) then you can enrol in Telstra Plus and start earning points on the monthly spend of your personal (consumer) account.

Can I change my business account to a personal (consumer) account so that I can join Telstra Plus?

There are many benefits in being a Small Business Customer with Telstra, including access to business grade products and services, built for business such as:

  • Business Grade network solutions like back-up, connectivity and reliability

  • Business Grade 24/7 concierge tech support

You can move your account to a consumer account but there are some things you may wish to consider beforehand:

  • You may have to pay Early Termination Charges (ETC’s) on items on your account (such as handsets)

  • You may lose essential Business Grade services that your business relies on.

Other

Will Telstra be collecting info about customers? What will they be doing with this data?

With your permission, Telstra will collect and use your data in accordance with Telstra's Privacy Statement. This includes using your information to tailor and personalise your Telstra Plus experience.

How do I opt-out of Telstra Plus?

If you’d just like to stop receiving emails or SMS about Telstra Plus, you can manage your marketing and communications preferences in My Account.

To opt-out of Telstra Plus, call 13 22 00.

We will hold on to your points for 12 months in case you want to join again.

Can I opt-out one or more of my accounts and keep the others?

Only the account holder or full authority representative can opt-out Telstra Plus. If both the account holder and the full authority representative on the account opt-out, then the entire membership is un-enrolled. To stay enrolled, one of the account holders or full authority representatives must always be enrolled in Telstra Plus. 
 
E.g. In the case that a Telstra Plus membership has three users – a full authority representative, account holder and limited authority representative.  
 
If the account holder un-enrols, the Telstra Plus membership stays active as the full authority representative remains active. If the full authority representative also un-enrols, the membership is then unenrolled as there are no users with adequate authority.

To opt out of Telstra Plus, call 13 22 00

What happens to my points if I leave Telstra or opt out of the rewards program?

Your Telstra Plus Points expire 12 months after the account holder or full authority representatives have un-enrolled, or 12 months after the last service is removed from the account.

Why can’t I see all my memberships?

We’re currently working on a way for you to view your points balance, tier level and the benefits that are available to all the memberships you have access to. You will soon be able to switch between your memberships at any time on telstra.com/benefits or within My Account.

In the meantime, you can get help by chatting with us using the chat button below.