1. Submit a service request

You can submit a service request here, via Telstra 24x7 My Account or by calling 13 2200.

A fee of up to $270 applies for swapping or replacing your device, or $59 for a screen repair on eligible devices. If your device is covered by warranty or consumer guarantee, these fees won’t apply.

Exchange, repair or replace your device up to twice in a year.

Sign into My Account

Log a service request

2. Wait for a delivery from us

Exchange or replace: We'll dispatch the same or similar device (most likely a refurbished model) to you, usually by the next business day. We’ll email you the order details so you can track it online.

If a direct replacement of your current device isn’t available, we’ll offer you a similar model, or you can wait until we have a direct replacement in stock.

Screen repair: We’ll provide you with a reply paid satchel so you can send the handset back to us via Australia Post.

3. Return your device

Send your device to us using the instructions found at StayConnected Help, or in the guide you receive with your delivery.

Please remove the battery from your device before posting it to us. If you can’t remove it or it’s not easily accessible, follow the Australia Post guidelines below: ‘Wrap your handset with battery still connected, or battery without a handset, in bubble wrap or similar. Each handset or battery must be completely sealed in its own wrapping to cushion it from impact and to ensure it doesn’t come into contact with any other items in the envelope.’

Exchange or replace: If the original device is still in your possession, you must return it to us within 14 days of receiving the exchange device. If you don’t return your original device within this time, you’ll be charged a device non return fee.

Screen repair: The sooner we get your device, the sooner we can repair it.

4. Restore the content on your swap or replacement device

If you've previously backed up your photos, videos and contacts using the StayConnected app or Telstra Device Care app, reinstall the app you used via the Apple Store (iOS) or Google Play (Android) to restore your device content.

For instructions on restoring your content please visit Telstra CrowdSupport, or call 13 2200 for assistance.

The short answer is ‘no’. StayConnected Advanced can only be added to your package when you first purchase a new device and month-to-month plan in the online checkout. It can’t be added on later.