Need help if something
happens to your device?
Subscribe to StayConnected Advanced, our fast repair, exchange and replacement service for phones, tablets and 2-in-1 laptops.
How it worksAlready subscribed to StayConnected Advanced?
How it works
With a $15/month StayConnected Advanced subscription, you can get your device repaired, swapped or replaced up to two times every 12 months for a service fee (see below), by submitting a request above.
Broken screen?
We'll repair cracked or broken screens for just $59 on eligible handsets and tablets (2-in-1 laptops excluded).
Swap your device
If your device is damaged or you need to swap it for any reason, just return it to us and we’ll get you a replacement (usually refurbished) for a fee of $190 or $270 (varies by device).
Replace your device
If your device has gone missing or you need to replace it, we can block your old device and get you up and running with a replacement (usually refurbished) in no time, for a fee of $190 or $270
(varies by device).
Back up your data
Back up your photos, videos and content in Australia to the cloud with up to 10GB of storage, with the StayConnected app (iOS only) or the Telstra Device Care app.
Get help faster
Whether you need to swap or replace your device, we’ll get your replacement device to you promptly – usually by the next business day.
Need help overseas?
We can also ship your replacement device overseas. Just let us know where you need it sent (additional shipping fees apply - please call us on 13 2200 for a quote).
Frequently asked questions
How do I use this service?
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.
Exchange or replace |
$190 |
Exchange or replace |
$270 |
Exchange or replace |
$270 |
Screen repair |
$59 |
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 call 13 2200 for assistance.
Where can I get more information?
For full details on how to use StayConnected Advanced go to StayConnected Help.
Need help with StayConnected Advanced?
Things you need to know
StayConnected Advanced Critical Information Summary
StayConnected Advanced Terms and Conditions
See Terms & Conditions before 27 August 2019
The new screen repair fee of $59 (was $99) also applies to all previous versions of the StayConnected service.
Next business day delivery is available if the service request is lodged by 3pm AEST and the replacement device is in stock and ready to ship. To exchange your device, you must return it within 14 days of receiving a replacement device or a non-return fee will apply.
For screen repairs, the device mustn’t have any other damage and must function normally, contain genuine parts and have all locks removed. Screen repair devices are excluded from next day delivery. Loan device available during repair period.
You are eligible for two device exchanges, replacements or repairs per 12 months from the date of registration.
Telstra Device Care app is only compatible on iOS & Android.