How do I lock my account with Account Lock?

When Account Lock is turned on, it adds an extra layer of security to help prevent fraud, impersonation, or unauthorised changes to your account. It does this by blocking certain high-risk transactions from being done through assisted channels like Telstra stores, phone calls, or messaging.

Only the Account Owner has the authority to turn Account Lock off or on. As the Account Owner you can manage this feature in My Telstra.

You can find out if you’re listed as the Account Owner by checking your Telstra bill or by going to Profile in My Telstra.

You can temporarily unlock your account in My Telstra.  Once you’ve finished with your enquiry, just turn Account Lock back on.

To turn off Account Lock in My Telstra:

1. Go to Profile
2. Select Advanced security settings
3. Choose Account Lock
4. Select Turn off Account Lock
5. Follow the prompts to confirm.

A Passkey is mandatory for maximum security. Passkeys are a simple and secure way to set and forget the many passwords you often need to remember.

Set up or manage passkey

Contact us and say, ‘suspected fraud’ and we’ll connect you to a team member who can help you unlock your account securely and investigate your account’s security.

Contact us and our team will verify your identity in another way and unlock your account safely.