For Telstra Upfront Mobile or Data Plans - AutoPay is the only way you can pay. With AutoPay, you set up automatic upfront monthly payments using your nominated credit card, debit card or bank account when you sign up. We don’t charge any payment processing fees or late payment fees when you pay by AutoPay. 

If you cancel your AutoPay it means your service will also be cancelled.

Manage AutoPay

You can update your AutoPay details:

In the My Telstra app

  1. Go to Payments and select Payment Settings
  2. Add a new credit / debit card or bank account. We accept Visa, Mastercard and American Express. Double check that the credit card you're nominating isn't about to expire
  3. Once your new payment method has been set up, choose the payment method and then select Set as default.
You can remove unwanted payment methods by choosing the payment method and selecting Remove Account/Card.
 

In My Telstra in a browser

To change your AutoPay details:

  1. Go to Payments  and scroll down to the bill you’d like to update
  2. Select Update payment methods
  3. Add a new credit / debit card or bank account. We accept Visa, Mastercard and American Express. Double check that the credit card you're nominating isn’t about to expire.

Manage direct debit

Direct debit for other services that receive a monthly bill

Set up automatic payments via direct debit and say goodbye to late payment fees. We don't charge them when you're on direct debit. You can view your next payment date and amount to be paid, plus view all your payment history in My Telstra in app or in a browser. And, if you're a Telstra Plus member, you'll earn Telstra Plus points each time you make a payment.

Note, you don’t need to sign up for direct debit if:

  • you are paying via CentreLink
  • you are paying with a Telstra Bill Assistance Certificate
  • you don't have access to a credit card or bank account

In the My Telstra app

Set up direct debit

  1. Go to Payments located in the navigation bar, choose a bill then select Set up direct debit
  2. Add a new credit/debit card or bank account. We accept Visa, Mastercard, American Express and Diners Club International cards. Double check that the credit card you’re signing up with isn’t about to expire

    Important: Before you submit your direct debit request, please ensure that you have paid any outstanding bill(s). Direct debit will not activate successfully if you have an amount owing on your account.

  3. Once you select Submit, you’ll see a confirmation screen if the submission is successful. Your direct debit is not active at this point. Sign in to the My Telstra app after 24 hours to check if the status of your direct debit is active.

    Important:
    Direct debit can sometimes take 3-5 business days to activate.

Cancel direct debit

  1. Go to Payments located in the navigation bar, choose a bill then go to Manage direct debit
  2. Select the reason for cancelling from the list, then Cancel direct debit
  3. Confirm your cancellation by selecting YES, Cancel direct debit.

Update direct debit details

If you've already set up direct debit and want to change your bank or credit/debit card details, change your direct debit type, or update your fixed direct debit amount, follow the set up instructions above.

Your new details will automatically override your existing details.

In My Telstra in a browser

Set up direct debit

  1. Select Set up direct debit located at the top of the screen, then Continue
  2. Add a new credit/debit card or bank account. We accept Visa, Mastercard, American Express and Diners Club International cards. Double check that the credit card you're signing up with isn't about to expire

    Important: Before you submit your direct debit request, please ensure that you have paid any outstanding bill(s). Direct debit will not activate successfully if you have an amount owing on your account

  3. Once you select Submit, you’ll see a confirmation screen if the submission is successful. Your direct debit is not active at this point. Sign in to My Telstra after 24 hours to check if the status of your direct debit is active.

    Important: Direct debit can sometimes take 3-5 business days to activate.

Update direct debit details

If you're already set up with direct debit and want to change your bank or credit/debit card details, change your direct debit type, or update your fixed direct debit amount, follow the set up instructions above. 

Your new details will automatically override your existing details.

Cancel direct debit

  1. Go to Payments, and under the relevant bill select Update payment methods
  2. Select Cancel direct debit, then the reason for cancelling from the list
  3. Confirm your cancellation by selecting YES, Cancel direct debit.

Manage failed payments

What happens if my AutoPay failed?

If you've received a notification that your AutoPayment has  failed, we won’t make any  further attempts to take the payment.  

You'll need to make a manual one-off payment and you can choose to do this, either by:

  1. Using the link contained in the email you received, or
  2. Going to Payments in the My Telstra app and selecting Pay now.
You can only use a debit or credit card to make this manual one-off payment, not a bank account.
 
You’ll  get another reminder 5 days later if you still haven’t made the payment.
 
We don't charge any late payment fees on Upfront plans.

10 days after a failed payment

If you haven’t made a payment 10 days after your monthly AutoPay payment date, your services will be restricted and calls can only be made to emergency numbers.

To remove your service restriction, pay the overdue amount in full via the My Telstra app. Your service restriction will be lifted within 1 hour of a successful payment being made.

30 days after a failed payment

If you don't pay by your next monthly payment date, some or all of your services and device repayment will be disconnected. You’ll receive an invoice from us with the remaining amount of your device to be paid as a lump sum.

To ensure your AutoPay goes through next month:

  1. Select Payments
  2. Go to Manage payment methods.
  • Check that your default credit card details haven't expired
  • Make sure that your preferred AutoPay method is set as default.

What if I can’t pay right now?

If you’re experiencing financial difficulties and having trouble making a payment, we have financial support options available.

I tried to set up my direct debit but it didn’t work

Sometimes the direct debit fails to set up. The best thing to do is wait 24 hours after submission and check My Telstra in app or in a browser to see if the direct debit is active. If it isn’t, you may have to resubmit and try again. Double check that:

  • You have paid your bill in full as any amount owing on your account will prevent the direct debit from successfully being set up
  • Your payment details are correct.

Why has my direct debit payment failed?

Possible reasons why your direct debit didn’t go through:

  • Your credit card may have expired
  • You may have insufficient funds in your account
  • Your financial institution may have had a problem on their end
  • If you previously requested a payment extension, your direct debit may have been paused
  • You have an overdue amount on your account.
To avoid a late fee, you’ll need to make a payment now (the direct debit will not be processed again this month).


To ensure your payment goes through next month, sign in to My Telstra in app or in a browser and:

  • Check and update your  direct debit details in My Telstra:
    • In app: select Payments
    • In a browser: select Bill issued.
  • If you've opted for a fixed amount to be deducted each month and your bill exceeded your limit, consider increasing it
  • If you have a payment extension for this bill, once you make a payment, your AutoPayments will restart

    Tip: After you've made a payment, make sure you sign back in and check the status of your AutoPay to see that it's been activated.

  • Check that your saved credit card details haven't expired
  • Contact your financial institution to ensure there are no issues with direct debits.

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