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Back Up


Get two device replacement or repairs annually
twice a year

If something happens to your device, we'll get you up and running with a replacement (usually refurbished). We’ll dispatch it by the next business day#, and you can restore your backed up data via the StayConnected App.

Broken screen? We’ll repair it for just $99 on eligible handsets and tablets.

We can also ship your replacement device overseas. Just let us know where you need it sent (additional shipping fees apply – please call us for a quote).

To request a swap, replacement or repair, call us on 13 2000 and say “StayConnected”. Or log into Your Telstra Tools.


Swap your mobile


Find the device help you need

Get answers to your device questions through the StayConnected app. Use the search function to troubleshoot issues such as app updates, connecting your phone to a printer, and making contactless payments.

Full of interesting facts and handy notifications, the StayConnected app helps you get the most out of your device.

Download the iOS app or download the Android app  today.  Download charges apply.









Customer Support Person


Protect your content

With the StayConnected App, you can:

  • Secure your device with anti-virus, malware and safe browsing protection (Android only).
  • Backup your content in Australia to the cloud with up to 10GB of storage (Android and iOS).
  • Lock and erase your device to secure your personal content (Android and limited iOS).
  • Locate your device on a map then sound an alarm to help find it (Android and iOS).

Download the iOS app or download the Android app today.

How to get StayConnected Advanced for Business

You can choose StayConnected Advanced for Business when you buy a new device, or upgrade your old device in-store or through our contact centre.

StayConnected Advanced for Business  
Price (month to month) $15

Exchange, replace or repair

Exchange or replace - Same or similar device replacement (usually a refurbished) dispatched to you by the next business day*

Screen Repair For eligible handsets and tablets.

Up to 2 per 12 months
Service fee of up to $190 applies

$99 service fee applies

Secure - Mobile security to help protect your device and up to 10GB unmetered mobile data back up in Australia via the StayConnected App (iOS and Android devices only). Yes*

Solve -

Search and solve common device questions via the StayConnected App.


The StayConnected app is only compatible with iOS and Android.

Next business day delivery is available if the service request is lodged by 2pm 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.

Selected mobile security features like anti-virus, safe browsing and remote lock are not available on iOS devices. Remote wipe on iOS devices are only for contacts and requires end user acceptance.


Download the app

Stay in control of your settings and get helpful notifications through the StayConnected app.

Using it won’t take up your data allowance unless you’re roaming overseas.

Download the iOS app for your iPhone and iPad or download the Android app for your Android Phone. Download charges apply.

App icon

For more information including a list of mobile and tablet devices compatible with StayConnected Advanced for Business and our data protection features, download the PDFs below, call 13 2000 or contact your nearest Telstra Business store.

StayConnected supported device list

StayConnected Advanced Critical Information Summary

StayConnected Terms and Conditions

If something unexpected happens to your device, you're only a few clicks away from getting your mobile life back to normal.

  1. Submit a service request
    Call 13 2000 (and say “StayConnected”) (a free call from most Telstra home phones and Telstra mobile phones within Australia) or log into Your Telstra Tools. If you’re overseas, you can call us on +61 439 125 109*.

    There’s a fee of up to $190 for exchanging or replacing your device, or $99 for a screen repair. If your device is covered by warranty or consumer guarantee, these fees won’t apply.
  1. Service Type Servive Fee (GST incl.)
    Exchange  or replace:
    Tier 1 : non smartphones
    Exchange  or replace:
    Tier 2 : smartphones and tablets
    Screen repair
    For eligible handsets and tablets
  2. Sit back and relax
    Exchange or replace: We'll dispatch the same or a similar device (usually refurbished) to you 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. 
    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 content to your new device
    If you've previously backed up your photos, videos and contacts using the StayConnected App, reinstall the app on your new device to restore your content.
    For instructions on restoring your content, please visit Telstra CrowdSupport. Or, StayConnected Advanced for Business customers can contact 13 2000 and say “StayConnected” for assistance.         

Need help with StayConnected Advanced?

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We can help you get StayConnected Advanced. Chat with us now.


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Try CrowdSupport for answers from our customers.

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Got a question? Our FAQs may well have the answer.

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