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It's my first time signing in to the Telstra 24x7® App, what do I do?

  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 in the Telstra 24x7® App.

Used the Telstra 24x7® App but not sure if you were signed in?

To find out if you have already used your Telstra ID on the app, tap the ‘Menu’ button then select ‘Switch & manage accounts’ - then check that you're signed in.

If you’re not, tap on ‘Log in’ next to your existing Telstra ID username. Once signed in, you’ll have access to all the functions of the app.

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 at once on the Telstra 24x7® App.

I've forgotten my sign in details. Can I use the app without a Telstra ID?

If you install the Telstra 24x7® App on a device that’s connected to the Telstra mobile network, you can use the app without having to sign in using your Telstra ID, however it does limit what you can do with the app.

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 signed in with your Telstra ID.  To retrieve your forgotten Telstra ID follow the prompts here.

Having trouble signing in?

Make sure that you have a working internet connection - open a browser and try to visit a website.

If you haven’t yet signed 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 or you've forgotten 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 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. Telstra 24x7® App for iPhone only supports personal and small business customers

What if the Telstra 24x7® App locks you out?

The Telstra 24x7® App will automatically lock you out of your account if you enter the wrong password three times in a row. Use these links if you don’t know or you've forgotten your username or password.

Having trouble viewing your usage details?

The Telstra 24x7® 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 signed in to the Telstra 24x7® App with your Telstra ID. 
  • There may be technical issues. If so, wait a few minutes then try again.

Why can't I see my bill summaries?

You should be able to view a summary of your current bill, plus the previous 7 bills in the Telstra 24x7® App. To see bills older than 7 months you need to sign in to Telstra 24x7 My Account with your Telstra ID.

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

  • Your bill may not have been issued yet
  • You might not be signed in using your Telstra ID. 
  • You might 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.

Why can’t I see my services on the Telstra 24x7® App?

The Telstra 24x7® App lets you view details for your post-paid mobile, Pre-Paid 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 sign in 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 might not be connected to the internet. Try opening a browser and visiting a website.
  • You might not be signed into the Telstra 24x7® 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:

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

 

 

 

 

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