Pre-Paid recharge - troubleshooting tips
What if I’m having issues redeeming my voucher?
You may experience one of the following issues when trying to redeem your voucher:
My 12-digit voucher PIN is showing as ‘invalid’
If you’re seeing this error, please check that:
You’ve entered the 12-digit PIN exactly as it’s printed on the voucher
Your recharge voucher has not expired
The voucher has not already been redeemed
If you’ve confirmed all this and the voucher still isn’t working, you’ll need to take your recharge voucher and receipt back to the place of purchase for a refund.
My recharge voucher is for the wrong amount
If the amount on your recharge voucher is wrong, you’ll need to take the voucher and receipt back to the place of purchase for a refund.
My voucher is barred
This may occur if you have tried to enter your voucher PIN multiple times without success
To resolve this, please contact us so we can help you.
What if I’m having trouble setting up Auto Recharge?
To set up a scheduled day of the month or balance-based auto recharge, you’ll need to add a saved payment method and create a 4-digit PIN. Your 4-digit PIN allows you to recharge with the saved payment method.
To add a saved payment method, recharge using your credit or debit card and select the option to save your card details. You can do this via telstra.com/recharge, My Telstra app, Telstra 24x7 app or Telstra 24x7 My Account.
If you’re still having trouble, please contact us.
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