Troubleshoot My Telstra
Find the help you need if you’re having trouble with My Telstra or the My Telstra app.
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If you can’t sign in:
- Check you have a working internet connection
- If you haven’t yet signed in with your Telstra ID, make sure you’re connected to the Telstra mobile network - not a Wi-Fi network
- Make sure your username and password are correct
- Be sure you’re the legal account holder or you have full authority on the account
- Check whether you’re using a Telstra Enterprise or Government account? My Telstra is for personal and business customers
- There may be technical issues. If so, wait a few minutes then try again.
- If you can’t receive a one-time code because your contact details are incorrect, find a store and bring your ID so we can update them.
If you’ve tried the above and still can’t sign in, chat now for additional help.
Frequently asked questions
The My Telstra app will work on any Android device, iPad or iPhone if it meets the following OS requirements:
- Android 9 or later
- Apple iOS 15 or later.
Windows Phone and Blackberry phones are not compatible with the My Telstra app.
Note: You can only download the My Telstra app in the Australian App Store or Play Store.
If your account information is incorrect, you may not be able to receive the one-time code you need. If you’re still not able to sign in to My Telstra, ensure your contact information is correct before trying again.
If you’re still not able to receive a one-time code, find a store and bring your ID so we can update your details.
If the My Telstra app keeps crashing, follow these steps.
For Android:
- Go to your device Settings
- Open Apps then find My Telstra
- Select Storage and cache then Clear storage
- Uninstall and reinstall the app.
For iOS:
- Uninstall and reinstall the app.
If you get a blank screen or expired session error when you sign into the My Telstra app, follow these steps.
For Android:
- Close the My Telstra app
- Open your device Settings and select Apps
- Select Default apps then Browser app
- Choose Chrome as your default browser
- Open the My Telstra app and try to sign in again.
For iOS:
- Open Safari on your device and select Settings
- Choose Advanced then Website Data
- Select Show All Sites and scroll to telstra.com
- Select Edit
- Remove all telstra.com data by tapping on the - (minus) button
- Confirm by selecting Delete
- Open the My Telstra app and try to sign in again.
If you’re having trouble changing the payment method in My Telstra, call us or find a store, bring your ID and we’ll help.
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