How do I request a change of ownership?
Learn how to transfer ownership of your Telstra services.
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A change of ownership for your mobile service, home phone, internet, bundled services or Telstra Plus points can be made over the phone or in store.
Most change of ownership requests take up to seven business days, but this may vary. In simple cases, we can complete the transfer to the new owner while you wait.
What you can’t transfer
You can’t transfer:
- Some business grade products to personal customers – including services on the nbn® network.
- Disconnected or cancelled services.
BigPond mailboxes and Telstra Mail services. Ownership will remain with the current owner until they cancel the service.
Choose what you’re transferring
To check your plan details, sign in to My Telstra and go to Services.
It’s easier for us to change ownership with the automatic transfer of offers, credits and data and no downtime if both parties are together on the phone or in-store.
Change of ownership requests for Pre-Paid services must be started by the current owner. They can be finished separately by the new owner if both aren’t available at the same time.
The current owner must give the case reference number to the new owner so they can complete the request when they contact us by phone or in a store. If you lose the case reference number, the current owner can contact us.
- Call 13 22 00
- Find a store
To process the change of ownership, we need:
- The current owner of the service, or a Full Authority on the account, to initiate the request
- The new owner to satisfy identity checks
It’s easier for us to change ownership with the automatic transfer of offers, credits and data and no downtime if both parties are together on the phone or in-store.
Change of ownership requests for Upfront plans must be started by the current owner. They can be finished separately by the new owner if both aren’t available at the same time.
The current customer needs to supply contact details for the new owner and will need to pass a transfer PIN to them to allow the request to be completed. If you lose the PIN, the current owner can contact us.
Once the process is complete, the ownership transfer should be completed on the same day.
To process the change of ownership, we need:
- The current owner of the service, or a Full Authority on the account, to initiate the request
- The owner or Full Authority to satisfy identity checks
- The new owner to satisfy credit checks if they’re a new Telstra customer.
Consumer plans purchased prior to June 2019 are likely to be contract plans. If all required information is available, the change of ownership request should be completed within 7 days.
Mobile services may be unavailable for up to two hours during a transfer, but we'll let you know in advance. Telstra business broadband services transferring to personal plans can be unavailable for up to five days.
To process the change of ownership, we need:
- The current owner of the service, or a Full Authority on the account, to initiate the request
- The owner or Full Authority to satisfy identity checks
- The new owner to satisfy credit checks if they’re a new Telstra customer.
If your service being transferred is in contract, there may be associated contract or device early termination charges (ETC) to be paid by the current owner. Check your early termination charges.
You can transfer your Telstra Plus points online to another eligible Telstra Plus account you have access to, if you’re the account holder or a Full Authority representative.
Sign in to Telstra Plus to transfer points between your accounts online.
To transfer points to a Telstra Plus membership you don't have access to, message us in the My Telstra app.
Frequently asked questions
If you received an email or SMS from Telstra inviting you to take ownership of a service, you'll need to visit us in store or call us to accept the invite.
- Call 13 22 00
- Find a store
Before contacting us, have the following ready:
- Your reference number (quoted in the email or SMS).
- The change of ownership number given to you by the current owner:
- For Pre-Paid services, the case reference number
- For other services, a 4-digit PIN
- Access to your contact details (email address or mobile phone number) as given by the current owner.
- Acceptable forms of ID.
- Information to complete a Credit Assessment, if required.
- Information to set up AutoPay payments if you haven't already setup AutoPay with Telstra.
- Your ABN or ACN if it’s a business account.
There are no change of ownership fees for fixed, mobile and internet services.
For business customers, there is a $44 connect fee for inbound services, free call or priority numbers.
If you’re on a non -Upfront plan, you may incur an early termination charge (ETC).
Go to My Telstra to check your early termination charges.
For personal customers, we don’t allow whole account transfer. We can transfer ownership of each service individually.
For business customers, we can process a whole account transfer if the new owner is a listed director of the business. For more information, contact us.
For transfers that involve a Government or Enterprise entity, please contact your account manager or go to Enterprise Change of Ownership support.
Transfers between sole trader business and personal accounts generally don't need to complete a change of ownership. To confirm eligibility and update your account to add or remove your ABN, contact us.
For transfers between Enterprise and personal accounts, go to Enterprise Change of Ownership support.
We understand that taking care of your loved one's accounts and services can be stressful and overwhelming during this difficult time, so we're here to make it as easy as possible.
Our compassionate care support team can help you transfer or cancel an account:
We can help you stay safely connected with support from our domestic and family violence assistance team.
You don't need to complete a Change of Ownership for a change of name.
To change your name on your Telstra account due to marriage, divorce or a legal name change, visit your nearest Telstra store to present either ID documents in both your new and previous name or Australian issued change of name documents.
Visit your closest JB Hi-Fi or The Good Guys store to request a transfer of ownership and make sure:
- Both the current owner of the service and the new owner present.
- You have the service number you wish to transfer.
- The new owner can provide a valid form of ID and be at least 18 years old – please check the forms of ID we will accept.
- The new owner can satisfy the Credit and Identity checks.
We'll use reasonable efforts to transfer your service but may not always be able to. Some circumstances may require the new owner to take up a new plan if you choose to transfer your service. We'll discuss the options with you before proceeding.
Important:
A Voucher Repayment Fee may apply to your JB Hi-Fi or the Good Guys voucher. Please check the Critical Information Summary for your plan below.
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