How do I upgrade or replace my device?
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If you’re on an eligible plan or have eligible extras in your plan, you may be able to upgrade or replace your device. You can check your plan and contract details in My Telstra in app or in a browser.
To check your plan, sign in to My Telstra and go to Services.
If you added Upgrade & Protect when you purchased your device on an eligible device payment contract, you may be eligible to redeem an upgrade or replacement device at any time during your device repayment contract.
You'll need to:
- Return your device
- Pay a redemption fee based on its condition
- Purchase the upgrade or replacement device on a new device payment contract.
General FAQs
You can return your device in store, over the phone or online.
You’ll need to return your old device within 14 days of entering your new eligible service plan, or at the time of purchase if returning in store.
Here's how the digital returns process works:
- Start the return process
Once you lodge your return request, you’ll receive an Australia Post digital return code via email or SMS from Telstra within 24 hours.
Good to know: Timeframes will be affected if there are delivery delays for your new device.
- Prepare your device
You’ll need to back up your data and remove all activation locks from your device. Find out more about what you need to do to prepare your device for return.
- Return your device
Visit the nearest Australia Post to lodge your parcel; no paperwork or payment is required. They’ll scan the QR or barcode or use the return code you’ve received. You’ll be able to track the device online.
Customer information may be shared with Australia Post to process the returns request. Terms and conditions can be viewed on Australia Post.
I didn't receive an email or SMS
Double check your plan’s extras to see if you’re supposed to receive a return barcode or use a return satchel.
If you're meant to receive a return barcode but didn't, please message us in the My Telstra app or contact us.
Before returning your device, make sure you’ve backed up your data, turned off locking features, removed your SIM card, and factory reset it. Follow these steps:
- Back up your device. Save your contacts, messages, photos, videos and music to your computer, a cloud service, SD card, or external hard drive
- Remove your SIM card and factory reset your phone
- Device or activation locks and services like ‘Find my iPhone’ or ‘Find my Device’ may prevent your device from being wiped and factory reset. Customers who return locked or tracked phones may be charged a fee.
Turn off ‘Stolen Device Protection’ on Apple devices:
Turning off Stolen Device Protection when you’re at a Telstra store, outside a familiar location, may cause a one hour security delay.
- Go to Settings, then Face ID & Passcode
- Enter your device passcode
- Select Stolen Device Protection, then turn it off.
Turn off 'Find my iPhone' on Apple devices:
- Open Settings on your device
- Select your name
- Select Find My [Device], then toggle the switch to turn it off
- Enter your Apple ID password
- Select Turn Off.
Turn off 'Find my device' on Android devices:
- Open Settings on your device
- Select Security
- Select Find My Device, and toggle the switch to turn it off.
For further information on these steps, go to device guides and select your device.
When you place an order to upgrade your device, we’ll conduct an assessment of its condition. The outcome will be one of the following:
- Good working order
- Minor damage and/or cracked screen
- Damaged beyond repair
A device in good working order and undamaged is generally one that is fully functional as intended and not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device:
- Turns on and off
- Functions normally (for example, it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended)
- Includes a fully functioning battery
- Is free from physical damage except normal wear and tear (for example, it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
- Doesn’t have any missing, disassembled, customised or non-original parts; has all activation and device locking features disabled (e.g Find My iPhone)
- Has had a factory reset performed
- Is not IMEI blocked
The images below are examples of what is considered damage and NOT normal wear and tear:
If you don't return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you'll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you'll need to provide proof of replacement.
For products you buy from us, you have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer's warranty or Telstra policies and can apply even after the manufacturer's warranty has ended.
You're entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is 'major'. For more information about what constitutes a 'major' fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.
Upgrade & Protect FAQs
No, you can only add Upgrade & Protect when taking up an eligible device repayment for your mobile phone or tablet in the checkout.
You can't add Upgrade & Protect to your plan later, or to a device you purchased outright.
You can upgrade a device in good working order:
- for no fee in the final six months of a 12-month repayment term, or the final 12 months of any other repayment term; or
- for $99 any other time before the final period of your repayment term.
You can upgrade a damaged device twice per year for a fee of $249 each time.
| Device condition |
12-month contract | 24 or 36-month contract | Redemption fee |
|---|---|---|---|
| Good condition | Last 6 months | Last 12 months | $0 |
| Good condition | First 6 months |
|
$99 |
| Damaged | Any time within contract period | Any time within contract period | $249 |
No, the remaining payments for your device repayment will be paid by our nominated second-hand device vendor if:
- You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
- You return your existing device to our second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
- You pay the applicable redemption fee (based on the return device condition), and
- Your monthly device repayment and Upgrade & Protect fees are not overdue.
No, Upgrade & Protect can be removed at any time in My Telstra. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you've already paid for.
No, Upgrade & Protect is tied to the device repayment term.
When you redeem Upgrade & Protect, your device repayment contract ends and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.
This is to make sure you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.
Depending on the credit assessment results, we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.
Partial upfront payment option
You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.
Outright purchase option
You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.
Upgrade & Protect Screen Replacement FAQs
Customers who have purchased Upgrade & Protect can have their screen replaced for $99.
You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced.
Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.
You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.
You can book a screen replacement via My Telstra.
- Select Services
- Select your service (your phone number)
- Select Manage your device and accessories
- Select Replace your screen then follow the prompts.
If on-site screen replacement isn't available in your postcode, follow the prompts on how to mail your device.
Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.
If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.
If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.
Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.
You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You'll receive a notification when the technician is in-transit to your nominated address.
Please note - if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.
Contact us for help.
All screen replacements come with a 12-month warranty from date of the screen replacement. If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.
By making a booking, you are committing to be available with your device at any time within your selected time window. However, you will receive an email notification when the technician is on their way to your location.
If the technician arrives and you are not present at the booked location, they will attempt to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.
Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way.
In exceptional circumstances we may call on the contact number you provided with your booking.
On arrival, our technicians are required to confirm their identity by showing you their Assurant Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.
Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.
Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.
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