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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.

Log in to Telstra 24x7 App now with your Telstra ID

First time logging in? It’s easy:

  1. Drop down the Telstra 24x7 App main menu


  2. Tap ‘Log in with your Telstra ID’

  3. Enter your Telstra ID username and password

    Use these links if you don’t know your username or password

    If you haven’t yet signed up for a Telstra ID, tap the ‘Register’ button.

Used the Telstra 24x7 App, but not sure if you logged in?

  • If you have already used your Telstra ID on the app, tap the ‘Menu’ button then select ‘Tap to activate my account’ - and then check that you are logged in.
  • If you’re not, tap on ‘Log in’ next to your existing Telstra ID username. Once logged in, you’ll have access to all the functions of the app.
  • If you haven’t yet logged into your app using your Telstra ID, tap the ‘Menu’ icon and then tap ‘Log in with your Telstra ID’.
  • If you haven’t yet signed up for a Telstra ID, tap the ‘Register’ button.

 

Good to know:

You can store up to 3 accounts/IDs at once in the Telstra 24x7 App.

Having trouble logging in?

  • Make sure that you have a working internet connection - open a browser and try to visit a website.
  • If you haven’t yet logged in using your Telstra ID, make sure you’re connected to the Telstra mobile network - not a Wi-Fi network. To be sure, turn OFF any Wi-Fi.
  • Make sure your username and password are correct. Use these links if you don’t know your username or password.
  • There may be technical issues. If so, wait a few minutes then try again.

Received an account restriction error message?

There are two possible reasons:

  • 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.
  • You're a Telstra Business or Enterprise and Government customer. The Telstra 24x7 App for iPhone only supports personal and small business customers.

What if the app locks you out?

  • The app will automatically lock you out of your account if you enter the wrong password three times in a row.
  • If you’re locked out, enter your Telstra ID details to log in again to use the app.
  • Use these links if you don’t know your username or password.

Why can’t I see my usage details?

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

  • You may 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 can't I see my bill summaries?

If you can’t see your bill summaries, there may be a number of reasons:

  • Your bill may not have been issued yet.
  • You may not be logged in using your Telstra ID. To find out check the home screen: if you see your username displayed then you are. If you skipped the 'Telstra ID' sign in, the app may be able to display limited usage and service details about the device it's installed on, but you won't be able to view bill summaries.
  • You may not be connected to the internet. Try opening a browser and visiting a website.
  • There may be technical issues. If so, wait a few minutes then try again.

 

Good to know:

You can pay bills via credit card, bank transfer, PayPal® or by setting up a direct debit in the Telstra 24x7 App.

How to sign up for Email Bills

  • Go to your ‘Bill history’, then select the ‘Email’ icon in the bottom right corner of the screen.
  • You’ll be prompted to review and accept the terms and conditions.
  • Once accepted, you need to enter and confirm your email address.

How do I change my Email address?

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

  • Follow the process for registering detailed 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 in to Telstra 24x7 My Account to change back to receiving paper bills.

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

The Telstra 24x7 App lets you view details for your post-paid mobile, Pre-Paid mobile and home broadband services associated with your Telstra ID.

If there’s a service that you want to add to the app, you'll need to login with your Telstra ID.

If you can’t see your service/s, there may be a few reasons for this:

  • You only recently added the service/s to your Telstra ID. It can take up to 48 hours for services to appear in the app.
  • You may not be connected to the internet. Try opening a browser and visiting a website.
  • You may not be logged into the app with your Telstra ID.
  • There may be technical issues. If so, wait a few minutes then try again.

Why can’t I recharge my pre-paid service?

If your recharge didn’t work, these are the most common reasons:

  • The recharge might also fail due to technical issues. If so, wait a few minutes then try again.
  • You have entered your voucher code incorrectly. Please check the code and try again.
  • Your voucher has already been redeemed or expired.
  • Your payment details were incorrect. Please check the details and try again.
  • You entered an invalid PIN. You only have three attempts at providing your PIN. If you exceed this limit, then your stored card details will be deleted and you'll need to add it to your account again by recharging online.

 

 

 

 

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