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  • Installing and troubleshooting the Telstra 24x7 App for Blackberry

    Installing the app

    • Click on the BlackBerry World™ icon and then search for Telstra 24x7
    • Click on Install to start the process. The App is provided subject to its own End User Terms
    • Click Accept & download
    • Click on the icon once the app has finished installing to launch the app. The App has been designed specifically for use with BlackBerry smartphones running operating system 10 (OS 10). As of July 2013, the models available that will work with the app are the BlackBerry Z10 and BlackBerry Q10.

    Troubleshooting

    To access the full features of the app, you are required to log in using your My Account.

    You can use the app without logging in to My Account; however the application will have limited functionality. If you've skipped the My Account log in - you are still able to log in by following these steps:

    • Select the Settings icon (two cogs) from the menu screen
    • Select Manage services, provide username/password in My Account login panel
    • Select Connect to My Account

    If you have trouble logging in:

    • You'll need to either be connected to 3G or Wi-Fi - check that you can browse to a website
    • There may be technical issues connecting to Telstra systems to obtain data - if this happens, wait a few minutes then try again
    • Make sure your Username and Password are correct. If you forget either of these, go to the My Account login page and follow the instructions to reset your Password or retrieve your Username
    • If you receive an account restriction error message
    • You aren't a Legal Lessee, Full Authority, or Limited Authority on the account. Only these account holders can access the account functionalities of the App OR
    • You're a Telstra Business or Enterprise and Government customer. Telstra 24x7 App currently only supports Telstra Consumer customers

    If the app can't connect to My Account

    • Ensure your data connection is enabled, either via 3G or Wi-Fi. Please note that if you connect via 3G on a Telstra service without logging into the App, we may be able to automatically retrieve some service details about your device, but not all functionality.
    • There may be a high volume of users - wait a few minutes then try again.

    Note: You will not be able to register for My Account within the app. This feature is currently not supported in the application. However, to create your account, navigate to the My Account registration page from your computer or laptop.

    Usage not displaying

    Telstra 24x7 App is unmetered for mobile data usage within Australia when on the Telstra network with the following exceptions:

    • Store Locator with map view set on
    • Help and Support - Using 24/7 Support on Twitter
    • Help and Support - Accessing 24/7 Support on Facebook
    • Standard data charges will apply when downloading the app from BlackBerry® World™

    Note: Standard International Roaming charges to access data through a mobile internet connection will apply when roaming overseas.

    Estimated usage will be shown in the same display format as mobile services and will appear for select Telstra broadband services.

    You will be unable to see 'My Usage' data for all My Services at this stage. We currently only support usage information for Pre-Paid mobile services, mobile services on a plan and select broadband services.

    The app may not be able to update your usage details for a number of reasons:

    • There may be technical issues connecting to Telstra systems - if this happens, wait a few minutes then try again
    • You may not be logged into My Account. Check by going to Settings then Select Manage services
    • You might not be connected to the internet, try opening Safari and visiting a website.

    At this stage only newer and select BigPond then Internet services are supported.

    Why are my recent charges on the app different to what I can see online?

    The recent charges on the app is different to what is displayed online in order to help you gauge your current, pre-bill estimated usage. The final list of charges will appear on your bill.

    Bill summaries may not be displayed for a number of reasons:

    The app currently only displays a summary of your current bill and 7 months prior. All previous bills are accessible via theTelstra My Account website. To further drill into your bill details and information, please visit Telstra's My Account website to view your itemised bill. Service details are the Telstra services associated to the bill you are currently viewing.

    • A bill may net yet have been issued
    • There may be technical issues connecting to Telstra systems to obtain data - if this happens, wait a few minutes then try again
    • You might not be logged into 'My Account'. You can check if you're logged in by viewing Settings then Manage Services. If you skipped the 'My Account' registration, the app may be able to display limited usage and service details, but you will not be able to view bill summaries
    • You might not be connected to the internet, try opening Safari and visiting a website

    The app may be unable to update your bill information for a number of reasons:

    • There might be technical issues connecting to Telstra systems to obtain data - if this happens, wait a few minutes then try again
    • You might not be logged into 'My Account'. You can check if you're logged in by viewing Settings then Manage Services. If you skipped the My Account registration, the app may be able to display limited usage and service details, however you will not be able to view bill summaries
    • You might not be connected to the internet, try opening Safari and visiting a website

    Bills can be paid via the app, and all payments will occur within the Telstra 24x7 App and you'll have access to a stored payment method.

    You can choose to receive bills via email through the My Bills screen. When viewing the bill history, click the email icon in the top right hand corner of the screen. You will be prompted to review and accept the terms and conditions, once accepted you are required to enter and confirm your email address. Once registered to receive a bill via email, you can edit the email address via the App. This is achieved by following the same process as to register - the option to edit the email address will be presented to you in the app. If you want to change back to paper bill, you'll need to log into your My Account from T.com to change back to receiving paper bills.

    My Services not displaying

    You can add your Pre-Paid service to your My Account via a computer to ensure it's displayed.

    The difference between My Usage and My Services

    • My Services provides a full list of your accounts and services linked to your My Account profile.
    • My Usage provides a list of your mobile and select internet services which have associated usage information.

    The Telstra 24x7 application only shows the following services:

    • Service details associated with your My Account user profile
    • Service details for the current device you're using if you haven't logged into the app
    • New services may take up to 48 hours before they appear.

    At this time, services are not able to be added within the app. To add and view a service within the app, you'll need to login to My Account or you can us on 13 22 00 anytime.

    The app might be unable to update your list of services for a number of reasons:

    • There may be technical issues connecting to Telstra systems to obtain data if this occurs, please wait a few minutes then try again
    • You might not be logged into My Account. You can check if you're logged in by viewing Settings then Manage services
    • You might not be connected to the internet, try opening Safari and visiting a website

    Pre-Paid recharge

    Recharge is currently only available for your Pre-Paid services associated with the My Account login you're using or the device you're using if you are a Telstra mobile customer connected via 3G.

    Tap Recharge within the side bar to view the Pre-Paid services available to recharge. You can then recharge the following ways:

    • Within the App by using a stored credit/debit card associated with your Pre-Paid service. Simply select the recharge amount, tap continue, and then enter your recharge PIN. If there is no stored card found, you will be presented with the option to recharge in Safari.
    • Using a voucher - simply enter the 12 digit authorisation number and tap continue
    • Online, via SMS, Facebook® and my phone

    When you recharge online you're provided with an option to store the card details along with your account. You'll also need to set a PIN for your credit card. Once this step is completed, you'll be able to access the stored card with the app and recharge using your PIN.

    Your PIN is associated with the stored credit/debit card on your Pre-Paid service. Recharge online to store a credit card against your Pre-Paid service. Note: You must be connected via 3G.

    There are a number of reasons why your recharge might be failing:

    • You have provided an invalid PIN
    • Technical issues connecting to Telstra systems to complete recharge - wait a few minutes then try again
    • You have failed to provide the correct PIN 3 times

    You only have 3 attempts at providing your PIN. After you've failed 3 times, your stored card details will be deleted and you'll need to add it to your account again by recharging online.

    Your account may be suspended due to multiple failed recharge attempts.

    Plus Packs

    Click on the View Bonuses and Plus Packs to view the amount of bonuses and plus packs remaining as well as the expiry that's associated to your current Pre-Paid mobile number. You'll need to recharge your Pre-Paid service and the amount of bonuses that you'll receive is dependent on your recharge amount.

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