General questions around tracking an order, contract details, appointments, Telstra Plus and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Change plan | Change your plan | No | No | No | Change your plan | No |
| Critical information summary (CIS) | View Critical Information Summaries (CIS) | No | No | No | Explore Critical Information Summaries (CIS) | No |
| Moving Home | Move your Internet & Phone Line, phone line and Foxtel from Telstra, to your new home | No | No | No | Book your move | Explore moving office |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| COVID 19 help | Helping SMB connected during COVID 19 | No | No | No | No | No |
| Call Telstra | Call Telstra | No | No | No | No | Contact us |
| Chat with Telstra | Chat and message Telstra | Yes | Yes | Yes | No | No |
| Find a Telstra store | Find a Telstra store location and info | Yes | Yes | Yes | No | Find us |
| Store Appointments | Schedule, track, edit and cancel store appointments | No | No | Yes | Book an in-store appointment. | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| View Products & Services | View Plan, Product & Service Details | Yes | Yes | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Faulty device | Track return faulty device | No | No | No | Track your return | No |
| Order tracker | Track an order | No | No | No | Track your order | No |
| Shop | Buy or update a product or service | No | No | No | Explore product | Explore product |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Telstra app | General information | Yes | No | No | No | No |
| App notifications | Manage in-app push notifications | Yes | Yes | No | No | No |
| App settings | Manage app settings & preferences | Yes | No | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Telstra Plus | Sign up for Telstra Plus | Yes | Yes | Yes | Sign up | Frequently asked questions |
| Telstra Plus | Redeem Telstra Plus rewards | Yes | Yes | Yes | Available rewards | No |
Accounts and billing-related questions, including payments, billing and personal details.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Change name | Change the name on an account | No | No | No | Change your plan | No |
| Service nicknames | Update service nicknames | No | Yes | No | No | No |
| Update contact details | Update contact details | No | No | No | No | No |
| Bereavement Support | Cancelling or transferring a Telstra service due to a customer due a deceased Sole Trader account holder | No | No | No | Bereavement support form | How to access bereavement support |
| Suspend Business Service | Suspend business fixed services | No | No | No | No | No |
| Change of Ownership | Transfer Telstra products and services to another account | No | No | No | No | Change of ownership form |
| Extra Data | Opt in for extra data when going over monthly data | No | No | No | Opt in for extra data | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Add and update email bill | Add and manage email bill | No | No | Yes | No | View my bills and account activity online |
| Bill reminders / notifications | Manage bill arrival. payment reminders or notifications | Yes | Yes | Yes | No | No |
| Consolidate bill | Consolidate bills on multiple services into one bill | Yes | No | Yes | No | No |
| Report a payment | Report a payment to re-connected/unshaped suspected services | No | No | Yes | No | Contact us |
| Suspend Business Service | Suspend business fixed services | No | No | No | No | No |
| Update billing details | Update physical bill address (on bill) | No | No | Yes | No | View my bills and account activity online |
| View bill | View & print current and previous bills, and view current account balance | Yes | Yes | Yes | No | How can I access my old bills |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Direct debit | Manage direct debit | Yes | No | Yes | Set up direct debit | How do I make a payment? |
| Pay bill | Make a one-off Payment | No | No | Yes | Pay a bill | How do I make a payment? |
| Payment extension | Request a Payment Extension / Promise to pay | No | No | Yes | Request a payment extension | No |
| Query or dispute a bill | Query a bill or dispute a charge | No | No | No | What happens when I make a complaint? | What happens when I make a complaint? |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Register for a Telstra ID | Register for MyTelstra App, Telstra 24x7 App & Telstra 24x7 MyAccount with Telstra ID | No | No | No | Register with Telstra | No |
| Telstra ID password | Reset your Telstra ID password | No | No | No | Reset your password | No |
| Telstra ID username | Recover your Telstra ID username | No | No | Yes | Log in | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Register for Your Telstra Tools YTT | Register business for Your Telstra Tools | No | No | Yes | Apply for your Telstra Tools | No |
Month-to-month (post-paid) or Pre-Paid service-related questions, including activation, international roaming, settings, add-ons and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Activate new sim | Activate new post paid mobile service | No | No | No | Activate your mobile | No |
| Activate port in sim | Activated a new, port-in mobile service | No | No | No | Activate your mobile | No |
| Activate replacement sim |
Activate a replacement sim | No | No | No | Activate your mobile | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Extra Data | Opt in for extra data when going over monthly data | No | No | No | Opt in for extra data | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| International day pass | Add international day pass | Yes | Yes | Yes | No | No |
| International roaming | Deactivate only International Roaming | No | No | Yes | No | No |
| International roaming | Activate only International Roaming | No | Yes | Yes | No | No |
| View international roaming and day pass usage | View international day pass usage | Yes | Yes | Yes | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| 5G | Subscribe to 5G | No | No | No | No | Telstra 5G for business |
| PIN code / PUK code | Retrieve PIN code / PUK code | No | No | Yes | No | How do I unlock my phone? |
| Premium SMS barring | Manage premium SMS barring for Mobiles | No | No | Yes | No | No |
| Stay Connected | Log a request for Stay Connected | No | No | Yes | StayConnected service request portal | StayConnected advance for business |
| Unlock Apple device | Unlock postpaid Apple iPhone or iPad | No | No | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Telstra device locator | Help locate your Telstra devices | No | No | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Usage - Mobile | View current & previous usage, and unused allowances for mobiles & devices | Yes | Yes | Yes | No | No |
Manage my home internet and phone line including Telstra Air, Telstra Broadband Protect, usage, privacy and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| MessageBank | Activate answering service if a phone line is busy | No | No | Yes | MessageBank features | MessageBank |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Usage | View current & previous usage, and unused allowances for home internet | Yes | Yes | Yes | No | No |
Report, track and troubleshoot issues relating to coverage, faults and outages.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Check coverage map and report issue | Report coverage problem | No | No | No | No | Telstra outages |
| Check network coverage | Check coverage on the Telstra mobile network | No | No | No | Our coverage maps | No |
| Check outages | Check for an outage on home broadband | No | No | No | Telstra outages | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Your Telstra Tools (YTT) | telstra.com tool | Support article |
|---|---|---|---|---|---|---|
| Speed Test | Test internet speed | No | No | No | Telstra Speed Test | No |
| Troubleshoot / Assurance - Internet & Phone Line | Check coverage on the Telstra mobile network | No | No | No | Smart Troubleshooting | No |
| Troubleshoot / Assurance - Mobiles | Diagnose, report, track, edit or cancel a fault with Mobiles & devices | No | No | No | Smart Troubleshooting | No |
| Troubleshoot / Assurance - PSTN/Wireline (Phone line) | Diagnose, report, track, edit or cancel a fault with a Phone line | No | No | No | Smart Troubleshooting | No |
| Troubleshoot / Assurance - Telstra Mail | Diagnose, report, track, edit or cancel a fault with Telstra Mail | No | No | No | Smart Troubleshooting | No |
| Troubleshoot / Assurance - Wifi | Diagnose, report, track, edit or cancel a fault with Wifi | No | No | No | Smart Troubleshooting | No |