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Can I use the app without a Telstra ID?

If you install the app on a device that’s connected to the Telstra mobile network, you can use the app without having to login using your Telstra ID.

But if you don’t log in with your Telstra ID, it limits what you can do with the app.

And 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.

So in short, it’s best to log in using your Telstra ID.

Having trouble logging in?

  • Make sure you’re connected to the Telstra mobile network, or to Wi-Fi – open a browser and try to visit a website.
  • Make sure your Username and Password are correct. If you forget either, go to the My Account login page to reset your Password or retrieve your Username
  • There may be technical issues. If so, wait a few minutes then try again.

Received an account restriction error message?

There two possible reasons:

  1. You’re not the legal account holder or you don’t have full authority on the account, which means you can’t use the Telstra 24x7 App with that account
  2. You're a Telstra Business or Enterprise and Government customer. The Telstra 24x7 App for iPhone only supports personal and small business customers.

If you can't log-in with your Telstra ID:

  • Make sure you’re connected to the Telstra mobile network, or to Wi-Fi. If you’re connected but not logged into the App with your Telstra ID, you will only be able to use the app when connected to our mobile network, and you will be limited in what you can do.
  • There may be a high volume of users - wait a few minutes then try again.

What if I don’t have a Telstra ID?

- You need to register for one, which means you need to create an account.

Go to the My Account registration page from a computer or laptop – not your Blackberry. NOTE: Currently you can’t register for a Telstra ID from within the Telstra 24x7 App.

Which data usage details can I see?

You’ll see estimated usage for select Telstra mobile and broadband services. It will be in the same display format as mobile services.

Good to know:

At this stage, we only show usage details for Pre-Paid mobile services, post-paid mobile services and selected home broadband services. So you won’t be able to see 'My Usage' data for all My Services.

What if I’m roaming overseas?

Standard International Roaming charges to access data through a mobile internet connection apply when you roam overseas.

What if I can’t see ANY usage details?

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

  • You might 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 ‘Settings’, then select ‘Manage Services’
  • There may be technical issues. If so, wait a few minutes then try again.

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

Because the app may update at different intervals to Telstra 24x7 My Account. The app may simply need to ‘catch up’.

Why can't I see updated bill summaries?

You should be able to see a summary of your current bill and 7 months prior. If you can’t see your bill summaries there may be a number of reasons:

  • Your bill may not yet have been issued yet
  • You might not be logged in using your Telstra ID. To find out go to ‘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 browser and visiting a website
  • There may be technical issues. If so, wait a few minutes then try again.

To receive your bills via email:

- Go to the ‘My Bills’ screen.

- In the ‘Bill history’ section, select ‘Email’ in the top right hand corner of the screen.

- You will be prompted to review and accept the terms and conditions, once you’ve done that, enter and confirm your email address.

How do I edit my email address?

Once you’re registered to receive bills via email, you can edit the email address via the App.

- Follow the same process as for registering, above

- You’ll see an option to ‘edit email address’ in the app. If you want to change back to paper bill, you'll need to log into your My Account from Telstra.com to change back to receiving paper bills.

Which services does the app show?

The Telstra 24x7 App only shows the following services:

  • Service details associated with your Telstra ID 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.

 

Good to know:

You can link your Pre-Paid service to account in Telstra 24x7 My Account to ensure it's displayed in the app. Currently, you can’t add new services within the app.

Why can’t I see my services on the app?

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

  • You might 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 ‘Settings’, then select ‘Manage Services’
  • There may be technical issues. If so, wait a few minutes then try again.

What’s 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.

Why can’t I recharge my pre-paid 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.

 

 

 

Related Content

How do I install the Telstra 24x7® App on my Blackberry?

How to use the new Telstra 24x7 App dashboard 

How do I request a payment extension in the Telstra 24x7 App?

 

 

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