Help and Support
Help and Support
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Direct Debit takes the hassle out of paying your bills when you have a fixed, mobile or Single Bill account, or a 13-digit BigPond® account number.
You can set up a direct debit using an eligible credit or debit card, or cheque or savings account. We accept the following credit and debit cards:
• Credit cards: Visa, MasterCard, American Express and Diners
• Debit Cards bearing a Visa or MasterCard logo
See all of our bill payment options for further details.
You can choose from the following options:
Direct Debit Automatic
Your bill payment is deducted from your selected card or bank account on the due date.
You can also cap your automatic payments by setting a maximum amount. If your bill exceeds your cap amount, you’ll need to pay any outstanding amount using a different payment method.
Direct Debit Fixed Payments
Choose a fixed amount ($20 or more) to pay from your selected card or bank account each fortnight or month. Then just pay any outstanding amount for each bill using a different payment method.
Before setting up a Direct Debit please make sure your Telstra account has a $0 balance. When creating or updating a Direct Debit, you’ll be asked to settle any already outstanding amounts.
If you have any amounts outstanding or if your account has a credit, we will not process your Direct Debit payment until you have paid the overdue amount or spent any credit. You can check your balance by logging into Telstra 24x7 My Account.
For one off payments, visit our online payment page.
Setting up a Direct Debit
You can setup and manage your Direct Debits via Telstra 24x7 My Account or the Telstra 24x7 App:
- Log in to Telstra 24x7 My Account using your Telstra ID. Don’t have a Telstra ID? Register now
- Need to download the Telstra 24x7 App? Download now
When setting up a Direct Debit Automatic or Direct Debit Fixed Payment in the Telstra 24x7 app or Telstra 24x7 My Account it can take up to 24 hours to process. If you have a bill that is due within that time, use our online payment page or an alternative payment method to pay your bill on time.
You can update or cancel existing Direct Debits by logging into Telstra 24x7 My Account or the Telstra 24x7 App using your Telstra ID and changes will be active within 24 hours. If your bill is due within that time, you’ll need to ensure you have sufficient funds to complete the payment. Visit our online payments page or use an alternative payment method.
Update your saved payment methods
A saved payment method is ideal for when you want to make quick bill payments. It creates an easy payment method that saves you the time and hassle of entering your payment details each time you want to make a payment. Your details are stored securely to ensure they’re protected.
You can update these details in Telstra 24x7 My Account under the saved payment method section.
It’s important to note that updating a saved payment method won’t update any active Direct Debits.
Why hasn’t my Direct Debit gone through?
If your Direct Debit didn’t work it may be due to a number of reasons:
- There were insufficient funds in your account
- There was a problem with your bank
- Your Direct Debit may have been suspended
- You may have had an overdue balance or your bill may not have been at $0, because:
- You received a late payment fee; or
- You received a credit from Telstra
You can log into Telstra 24x7 My Account to view your current balance. If any of the above applies to you, you need to return your account to a $0 balance by using one of our alternative payment methods or expend any credit. When creating a Direct Debit, you’ll be asked to settle any outstanding amounts, which you can do during the Direct Debit setup process.
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