How do I fix a compromised email account?

If your email account has been compromised we may have suspended it or reset your Telstra ID to protect against unauthorised use. Find out how to restore or reactivate your email account. 

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    How did my email account get compromised?

    Your email account may be compromised in different ways, including:

    • You may have received emails claiming to be from a company that you do business with and were coerced to reveal your personal information. 
    • Visiting harmful web pages that install malware on your computer can also put your personal information at risk.

    How do we protect your personal information?

    When we detect suspicious activity, we’ll temporarily suspend or reset your account to prevent someone else from using it. 

    We take your privacy very seriously and want to protect you from having your personal details compromised. 

    You can reset the password and restore your email account using the reset your password quick link. 

    Once you’ve reset the password successfully, you’ll need to sign back into your email with your new password.

    Important:

    If you don’t have another email address, like a Gmail or similar, to receive an authentication email from us, you should select the option to send it to your mobile.

    To re-activate your account, you’ll need to reset your password.

    You can reset the password and restore your email account using the reset your password quick link. 

    Once you’ve reset the password successfully, you’ll need to sign back into your email with your new password.
     

    Important:

    If you don’t have another email address, like a Gmail or similar, to receive an authentication email from us, you should select the option to send it to your mobile.

    Good to know

    If you change your email password for your Bigpond or Telstra email, you’ll also need to change it in the email software you use, like Outlook or Windows Mail.

    Frequently asked questions

    • Make sure your antivirus software and operating system have the latest updates.
    • Complete a virus scan of your computer and devices, before resetting your email or Telstra ID password.
    • Create a strong password for your account and never share it with anyone.  Find out how to create a secure password.
    • Check the filtering and forwarding rules in your email settings and ensure these haven’t been changed.
    • Update your passwords regularly for all your associated email accounts.
    • Never reply to emails or pop ups asking for your password, personal information or financial information.
    • Never download unsolicited software, apps or plugins, including toolbars and browser extensions.
    • Be careful signing into your account from public computers or unsecured wireless networks. Visit our cyber safety page for more information.
    • Don’t use the same password on different websites. Password manager software can help you remember them.
    • If you’re using a VPN, try disabling it, or choosing a new IP address in case the VPN IP address has been flagged as compromised by the network.
    • Check your default signature and remove any unknown email addresses.

    Setting up a passkey can help make signing in faster and more secure.

    Find out how to set up and manage a passkey.

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