Giving another person access to your account

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    As an Account Owner, you can give others permission to access and manage your Telstra account and services. Simply choose the type of authority level you want your contact to have. You can update or remove them at any time.  

    You can nominate an authorised authority to contact us on your behalf (please make sure you give us permission to speak with them before they contact us). 

    Levels of authority: 

    • Account Owner 
    • Full Authority 
    • Limited Authority 
    • Third Party Authority 

    When you add an authorised contact to your account, you remain responsible for the costs and debts incurred by them on your account. 

    Important

    You must wait six months after opening an account to add a Full Authority contact to your account.

    To add authorised contacts to your account you can contact us or sign in to My Telstra:

    1. Go to Profile
    2. Under Security settings, select Account contacts
    3. Select Add authorised contact.

    To help us verify the contact you'd like to give Limited or Full Authority access to your account, you'll need to provide their contact details including:

    • Given names and family name
    • Date of birth
    • Mobile number 
    • Email address.

    To protect your account against potential fraud, it can take up to two days to add a new Full Authority contact in My Telstra. 

    Once your request is successful, we'll send you an email verification.

    You can't add a Third Party contact in My Telstra, view how to add Third Party Authority contact.

    Important

    You'll need to confirm the contact details are correct before adding your new authorised contact. If their contact details are not an exact match, we won't be able to verify the new authorised contact until the details are corrected.

    If you give someone Limited or Full Authority access to your account, they can contact Telstra in multiple ways, including:

    • Visit a store – all authority levels can transact as per their permission levels listed below.
    • Call us – all authority levels can transact as per their permission levels listed below.
    • Sign in to My Telstra app – all authority levels can transact as per their permission levels listed below.

    It is important to tell others using a service on your account that limited personal information relating to their use will be accessible to any Full Authority or Limited Authority on the account.

    Currently, only Account Owners can transact by signing in to My Telstra in a browser.

    Frequently asked questions

    To add and manage account contacts, sign in to My Telstra:

    1. Go to Profile
    2. Under Security settings, select Account contacts.

    Video content description

    Steps to manage the contacts with authority on your Telstra account using the My Telstra app.
     

    Video transcript for how to manage account authority on the My Telstra App video

     

    Manage contacts with authority on your account in My Telstra

    Step 1: Select 'Security settings' from the profile screen.

    Step 2: Then select 'Accounts contacts’ to view the contacts who have authority on your account.

    Step 3: Select the contact you wish to manage.

    Step 4: Change their level of authority, remove them from your account, or re-authorise.

    Step 5: Follow the prompts.

    You did it, stay connected with Telstra anytime.

    Telstra logo appears on screen.

    • Must be at least 18 years old for post-paid mobile phone accounts and 16 years old for home or business phone accounts
    • Is the person whose name the account and services are in
    • Can access and view the whole account (including all services) when logged in via online tools (such as in My Telstra app and My Telstra in a browser)   
    • Can view and modify their own ID, address and contact details     
    • Request access to personal information on your account
    • Can add and remove people as a Full Authority, Limited Authority or Third Party Authority contact.
    • View the full names of authorised contacts on your account.
    Important

    You must wait six months after opening an account to add a Full Authority contact.

    To add someone as a Full Authority contact, they:

    • Must be at least 18 years old
    • Can only be appointed by the Account Owner or Third Party Authority listed on the account.

    As a Full Authority contact, they have permission to do the following on your account:

    • Access and view your whole account (including all services) when logged in via online tools (such as the My Telstra app and My Telstra in a browser
    • View and modify their own ID, address and contact details
    • Add and remove Limited Authority authorised contacts on your account
    • Purchase new services, devices and/or accessories. In order for them to make that purchase, we may conduct a credit check to confirm your ability to meet the financial commitments associated with that purchase. This may include giving your personal information to, and obtaining information about your credit worthiness from, a credit reporting body, and we may disclose your personal and credit information to third party service providers (including debt collection agents). You’ll find our Credit Reporting Policy on Credit Information page, including details about the credit reporting bodies and organisations we deal with
    • Change your plan(s)
    • Transfer ownership of your services
    • Change your phone number
    • Activate and disconnect a product or service on your account
    • Move your services
    • Replace a SIM for a service on your account
    • Modify a service on your account
    • Add and remove people as Limited Authority
    • Pay bills and make billing usage and other enquiries
    • Raise faults and complaints
    • Reschedule an appointment and/or connection date
    • Report and suspend a lost/stolen device
    • Transition your existing services to the nbn® network.

    To add someone as a Limited Authority contact, they:

    • Must be at least 18 years old
    • Can only be appointed by the Account Owner, a Full Authority, or a Third Party Authority listed on the account.

    As a Limited Authority contact, they have permission to do the following on your account:

    • Access and view your whole account (including all services) when logged in via online tools (such as the My Telstra app and My Telstra in a browser
    • View and modify their own ID, address and contact details
    • Disconnect a product or service on your account (if no charges apply)
    • Modify services on your account (if no additional charges apply)
    • Pay bills and make billing usage and other enquiries
    • Transition your existing services to the nbn® network (if no additional charges apply)
    • Report and suspend a lost/stolen device.

    A Third Party Authority contact can be a power of attorney, trustee, guardianship, administrator, legal representative or an executor of estate.

    The authorised person:

    • Must be at least 18 years old
    • Will have the same permissions as the Account Owner contact except they won't have access to view your account via online tools such as My Telstra app and My Telstra in a browser.)
    • Must provide us with a certified copy of documents that confirm their position. The three most common types of documents are:
      • Enduring power of attorney – financial;
      • General power of attorney; or
      • Certificate of guardianship.

    The certified copy of the document can be sent to us by you or the proposed Third Party Authority via:

    • Mail to:
      Customer Support
      Correspondence Team - Trustee/Guardian
      Locked Bag 20026
      Melbourne VIC 3001
    • Fax to: 1300 556 737
    • Email to: thetelstrateam@online.telstra.com
      • Regardless of the Third Party type requested, please address the subject line as Public Trustee
      • You must include a certified copy of the document and the: 
        • Account Owner's: 
          • Full name 
          • Service number and/or account number 
          • Date of birth   
          • Address  
        • Third Party Authority's:  
          • Full name 
          • Date of birth  
          • Contact mobile number 
          • Contact email address.

    If you want to add a Third Party Authority to manage your account with a Power of Attorney, visit us in store to make this request.

    We will be in contact with you usually within 14 working days, to confirm your request to add the Third Party Authority has been completed.  

    You can visit us in store or call us on the phone to remove an existing Third Party Authority.  

    If you add someone as a Third Party Authority to your account, and they are permitted to under the terms of their appointment, they can do the following on your account: 

    • Purchase new services, devices and/or accessories. In order for them to make that purchase, we may conduct a credit check to confirm your ability to meet the financial commitments associated with that purchase. This may include giving your personal information to, and obtaining information about your credit worthiness from, a credit reporting body, and we may disclose your personal and credit information to third party service providers (including debt collection agents). You'll find our Credit Reporting Policy on our Credit Information page, including details about the credit reporting bodies and organisations we deal with 
    • Transfer ownership of services
    • Change phone number
    • Disconnect a product or service
    • Move services
    • Replace SIM
    • Modify a service
    • Add and remove people as Full Authority, Limited Authority
    • Pay bills and make billing usage and other enquiries
    • Request access to personal information on your account if approved by the Account Owner 
    • Update billing account details
    • Raise faults and complaints
    • Report and suspend a lost/stolen device
    • Transition your existing services to the nbn® network.

    This is a security measure to make sure your contacts are up to date so that only people you have authorised can access and manage your Telstra accounts and services. 

    We will send you reminders to review and revalidate your authorised contacts before they expire. If you don't revalidate your authorised contacts within 24 months, they will lose permission to access and manage your Telstra accounts and services.  

    As an Account Owner you can view, revalidate and remove existing contacts or re-add expired contacts on your account in My Telstra.

    Please note that a Third Party Authority who has been verified and added, will remain on your account until: 

    • You (Account Owner) or the Third Party Authority requests to remove the Third Party Authority from the account    
    • We are notified that you (Account Owner) is deceased, our bereavement process must then be followed.
    Important

    Another safeguard we have in place to protect your personal information is to close your account and remove all your authorised contacts 13 months after the last active product or service is removed from your account.

    You can read more about this in our Privacy Statement

    You can also have an advocate to speak on your behalf with your consent when you are present. An advocate can't act on your behalf or access your account or information without you being present. 

    Advocates may include:

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