How do I install and use the My Telstra app?

The My Telstra app will work on any Android or Apple phone if it meets the following OS requirements:

• Android 5.1 or later
• Apple iOS 11 or later

Unfortunately, Windows and Blackberry phones are not compatible with the My Telstra app, but you may choose to stay on the Telstra 24x7 app for the time being.

Before you start the download, make sure you have enough space on your device to install the app.

• iOS devices require between 100-110MB (depending on the Apple device you’re using)
• Android devices require 46.7MB

To download the My Telstra app, open the App Store (for Apple users) or the Play Store (for Android users):

1. Search for My Telstra and select to install

2. When the End User Terms appear, select Accept to start download

Good to know: a small amount of data will be used, so we recommend you download the app via your Wi-Fi connection to avoid excess data charges on your mobile

3. Once it’s finished installing, select Open, or find the My Telstra icon on your screen to launch the app

Once you’ve updated to the My Telstra app, you won’t be able to use the Telstra 24x7 app.

If you install the app on a device that’s connected to the Telstra mobile network, you can use the app without having to sign in using your Telstra ID however it limits what you can do with the app.

For security reasons, you won’t be able to use the app at all when you’re connected to Wi-Fi if you are not logged in with your Telstra ID. In short, it’s best to sign in using your Telstra ID.

To find out if you’ve already used your Telstra ID on the app, tap the Menu tab (for Apple users) or the Profile tab (for Android users). If you are signed in, your name will appear at the top of the screen.

Tip: You can store up to 3 accounts at once on the My Telstra app

Having trouble signing in?

There are a few things you can check to do:

• Make sure that you have a working internet connection - open a browser and try to visit a website
• If you haven’t yet logged in using your Telstra ID, make sure you’re connected to the Telstra mobile network - not a Wi-Fi network. To be sure, turn off any Wi-Fi
• Make sure your username and password are correct. Use these links if you don’t know your username or password
• There may be technical issues. If so, wait a few minutes then try again

Important: The My Telstra app will automatically lock you out of your account if you enter the wrong password three times in a row. Use these links if you don’t know or you've forgotten your username or password.

The My Telstra app lets you view details for your post-paid mobile, Pre-Paid and home broadband services associated with your Telstra ID. 

Services

If there’s a service that you want to add to the app, you'll need to sign in with your Telstra ID. If you can’t see your service(s), there may be a few reasons for this:

• You only recently added the service(s) to your Telstra ID. It can take up to 48 hours for services to appear in the app
• You might not be connected to the internet. Try opening a browser and visiting a website
• You might not be signed into the My Telstra app with your Telstra ID
• There may be technical issues. If so, wait a few minutes then try again

To manage and view your entertainment/add on subscriptions, head to the Services screen and select the service you want to add extras to. You'll then be able to add subscriptions or activate and manage add ons such as international roaming and data packs.

Usage details and bill summaries

You’ll be able to view your usage details and bill summaries, but sometimes the app may not be able to update for a number of reasons:

• You may not be connected to the internet. Try opening a browser and visiting a website
• You may not be logged in to the app using your Telstra ID. Check by going to Profile. If you're signed in, your name will appear at the top of the screen
• There may be technical issues. If so, wait a few minutes then try again
• Your bill may not have been issued yet

Learn more about how to view, download or print off your current and previous bills.

Contract details or Early Termination Charges

To find out your contract details or Early Termination Charges:

1. Go to the Services tab and select the service you'd like to view

2. Scroll down to Your plan and tap on Manage to see your plan details including your contract end date

You can also learn more about Early Termination Charges online.

Nicknames

You can easily identify your services by giving them nicknames, for example 'John's mobile'. To do this, simply select the service you want to rename and tap on Nickname. Enter the nickname you want and save.

If your services had nicknames in the Telstra 24x7 app, these will automatically carry over to My Telstra. You can change your nickname at any time by following the instructions above.

Get help with your Telstra account and services by messaging us. Unlike Telstra 24x7 Chat, there’s no need to wait around to be connected to someone. Send us your message, and you’ll get a notification when we’ve replied, meaning you can get on with the rest of your day.

Codi and Messaging

Our virtual assistant, Codi, is here day and night to answer questions about your account and service. Ask in the My Telstra app and Codi will guide you to the best answer.
 

What’s the difference between Telstra 24x7 Chat and Messaging?

Unlike Telstra 24x7 Chat, you won’t need to wait to be connected to someone. Send us your message and we'll send a notification when we’ve replied. The conversation picks up where you left off, so you’ll never have to repeat yourself and you can respond in your own time.

Never worry about getting disconnected again. Your messages will still be there when you get back.

How do I use Messaging?

To use messaging on your phone, you can open the My Telstra app or download it online. Once you’ve done that, go to  the ‘Get Help’ tab and tap the blue ‘Message’ icon.

Do I need to log in to the app to use Messaging?

The benefit of signing in to the My Telstra app is that your conversations are stored in the app for longer. If you need help signing in, find out more about managing your account.

How do I know when I’ve got a reply?

If you’re messaging with us on your phone, we’ll send a push notification from the My Telstra app to tell you we’ve replied. Find out more about enabling push notifications. 

Currently, only personal and small business customers can use the app to manage accounts and services, plus access a range of rewards.

If you’ve received an ‘account restriction error’ message, there are two possible reasons:

• You’re not the legal account holder or you don’t have full authority on the account, which means you can’t use the My Telstra app with that account
• You're a Telstra Business or Enterprise and Government customer. The My Telstra app only supports personal and small business customers

You can use the My Telstra app to recharge any Pre-Paid services associated with your Telstra ID.

If you don’t have your Telstra ID and you’ve skipped login, you can still recharge the Pre-Paid service associated with the device you’re using the app on.

To top up, select your service then tap Recharge now and choose your recharge option:

• Within the app, use a stored credit/debit card associated with your Pre-Paid service*
• With a credit and or debit card
• With PayPal
• Using a voucher – enter the 12-digit authorisation number and tap Continue
• By phone

*When you recharge online you're given the option to store your card details with your account. You'll also need to set a PIN for your credit card details. Once done, you'll be able to access the stored card in the app and recharge using your PIN.

To purchase a Plus Pack, follow the steps below:

1. Select your service then scroll down and tap Buy a Plus Pack

2. Choose your preferred Plus Pack

    

Good to know:

• You can only use your Pre-Paid credit balance for purchasing Plus Packs
• If you are having trouble recharging your Pre-Paid service, get help here. Find out about other ways to recharge your prepaid service
   

If your recharge didn’t work, these are the most common reasons:

• You gave an invalid PIN
• You gave an incorrect PIN three times
• You only have three attempts at providing your PIN, then your stored card details will be deleted and you'll need to add it to your account again by recharging online
• The recharge might also fail due to technical issues. If so, wait a few minutes then try again
• Your account may be suspended due to multiple failed recharge attempts
   

The My Telstra app notification settings are set by your device operating system, not within the app.

Apple users

1. Go to Settings > Notifications
   
   
2. To choose when you want most notification previews to appear, tap Show Previews, then select an option—Always, When Unlocked, or Never (you can override this setting for individual apps)


3. Tap Back, tap an app below Notification Style, then turn Allow Notifications on or off
   
   If you turn on Allow Notifications, choose how and where you want the notifications to appear for the app – for example, on the Lock screen or in Notification Centre. You can also set a notification banner style, sound, and badges for many apps
   
   
4. Tap Notification Grouping, then choose how you want the notifications grouped:
   
   
   • By App: All the notifications from the app are grouped together
   • Automatic: The notifications from the app are grouped according to organizing criteria within the app, such as by topic or thread
   • Off: Turn off grouping

Good to know: To turn off notifications selectively for apps, go to Settings > Notifications > Siri Suggestions, then turn off any app.

Android users

In your Settings app

1. Open your phone's Settings app

2. Tap Apps & notifications > Notifications
   


3. Under "Recently sent", see apps that recently sent you notifications
   
   
   • You can turn off all notifications for a listed app
   • To pick specific categories of notifications, tap the app's name
   • To see more apps, tap See all from last 7 days. To sort by Most recent or Most frequent, tap them

Tip: If you don't see "Recently sent," you're using an older Android version. Instead, tap App notifications and tap an app. You can turn notifications, notification dots, and notification categories on or off. If an app has categories, you can tap a category for more options

On a notification

1. On your phone, swipe down from the top of your screen to see your notifications
   
   
2. Tap and hold the notification, and then tap Settings
   
   
3. Then, choose your settings:
   
   
   • To turn off some or all notifications, tap Turn off notifications
   • To choose which notifications interrupt you, tap Alerting or Silent

    

In certain apps

Many apps let you control notifications from a settings menu in the app. For example, an app could have a setting to choose the sound that app's notifications make. To make these changes, open the app and look for the settings menu.

At the moment, there isn't a log out feature in My Telstra. You can remove your profile temporarily or add a Telstra ID at any time.

1. Tap the profile icon on the top right corner
   
   
2. Select Manage Telstra IDs then Remove a Telstra ID or Add a Telstra ID

We’re moving to the new, improved My Telstra app. This means the Telstra 24x7 app will no longer be supported from 14 October. Our new app makes it easy to manage your services or message us for support. You’ll find some FAQs below on making the move to the My Telstra app.

How do I update to the My Telstra app?

If you’re using the existing Telstra 24x7 app, you can manually upgrade your app by searching My Telstra in your app store, then tapping update.

Alternatively, tap this link to be taken directly to My Telstra and then select update.

Will upgrading to the My Telstra app consume data?

My Telstra app will consume data, so it’s recommended you use Wi-Fi when updating/downloading the app.

• For Android users: Currently 46.7 MB
• For iOS users: Between 100 -110 MB depending on the Apple device you’re using

Tip: We recommend you set your update setting to work only on Wi-Fi to avoid mobile data usage.

What happens if I don’t upgrade to the My Telstra app?

From 30 September 2020, you’ll no longer be able to access the Telstra 24x7 app and will be prompted to update to the My Telstra app.

To manage your account the easy way, we recommend upgrading to our new and improved app today.

What operating systems and devices are compatible with the My Telstra app?

The My Telstra app will work on any Android or Apple phone if it meets the following OS requirements:

• Android 5.1 or later
• Apple iOS 11 or later

If my device isn’t compatible, will I still be able to use the Telstra 24x7 app?

Yes, if one of your devices has an incompatible OS, or you have a Windows or Blackberry device, you’ll still be able to use the Telstra 24x7 app until otherwise advised.

How can I upgrade my operating system?

Head to Apple to upgrade your iOS to the latest version.

Will the My Telstra app replace the Telstra 24x7 app on my device?

The position of apps on your device may be alphabetically arranged, so to find the upgraded app, check under the letter ‘M’.

Telstra 24x7 app Lite came pre-installed with my device. Can I upgrade to the My Telstra app?

Simply visit the App Store or Google Play Store and search for My Telstra, then tap Download My Telstra app.

Alternatively, tap this link to be taken directly to My Telstra and then select update.

Can I go back to using the Telstra 24x7 app from the My Telstra app?

No, once the Telstra 24x7 app is updated to the My Telstra app, you won’t be able to go back to using the Telstra 24x7 app.

When I update to the My Telstra app, will I need to change anything?

No, you won’t need to do a thing. You’ll be able to use the My Telstra app straight away to manage your account, services and so much more. 

Do I have to sign in with a Telstra ID to use the My Telstra app?

In most cases, you’ll automatically be signed in when you update from the Telstra 24x7 app to the My Telstra app. In some cases, the app may ask you to sign in if you’ve recently changed your account details.

You’ll need to use the Telstra ID that you normally use to access your online Telstra accounts. If you don’t have one, you can register for a Telstra ID.

Can I use the app without a Telstra ID?

It’s best to sign in using your Telstra ID. If you install the app on a device that’s connected to the Telstra mobile network, you can use the app without using your Telstra ID, however it limits what you can do with the app. For security reasons, if you’re not logged in with your Telstra ID you won’t be able to use the app at all when connected to Wi-Fi.

What should I do if I’ve forgotten my Telstra ID?

You’ll be able to recover your username or reset your password.

Where can I go to learn more about the My Telstra app?

Visit our My Telstra hub to watch videos on how you can manage your Telstra account, make payments, troubleshoot tech issues and so much more in the My Telstra app.

I’ve got the My Telstra app. What happens if I need help?

Visit our Support centre to find FAQs, how to guides and troubleshooting tips, or send us a message in the app.

I have more questions. Who can I speak to?

You can visit CrowdSupport® and ask the community.