Frequently asked questions about email

Find the answers to common questions about setting up, using, and troubleshooting Telstra Mail.

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    Set up

    Before you start, you'll need your Telstra email address and password. If you’ve forgotten either, you can recover your email address or reset your password.

    To access webmail, sign in to My Telstra in a browser and go to Webmail

    I forgot my username

    To recover your Telstra email username, you’ll need the following information:

    • Your email address
    • Your Telstra home phone number
    • Your mobile number
    • Your date of birth

    Recover username

    I forgot my email password

    To reset your Telstra email password, you’ll need the following information:

    • Your username
    • Your date of birth

    Reset your password

    Good to know: If you use a non-Telstra email program like Outlook or Windows Mail, you’ll need to update your password there too.

    A Telstra ID is the username and password you use to access and manage your Telstra services online.

    Learn more about Telstra ID

    The setup is different for each device. You can find the specific instructions for your phone or tablet on our  device guides.

    On the Mobile Support Page:

    1. Search for your device name and model number
    2. Select Messaging and Email
    3. Select Set up your phone for Telstra Mail

    If your device needs manual email setup, use our IMAP, POP and SMTP mail server settings.

    This is Microsoft licensed technology that allows for the synchronisation of email, contacts, calendar, tasks and notes across mobile devices. Telstra Mail does not support EAS however follows open standards offered for email, contacts and calendar synchronisation i.e. IMAP, CardDav & CalDAV protocols.

    See How do I sync my Telstra email contacts and calendar on my mobile device?


    To keep your Telstra email address after closing your Telstra account, just let us know when you close the account. 

    It’s free to keep for the first 12 months after you cease to be a Telstra customer. After that, it’s $79 a year. 

    Critical information Summary on Paid Email (PDF, 53KB)

    To close a mailbox:

    Before closing a mailbox, you’ll need your primary Telstra email address and password. If you’ve forgotten either, you can recover your email address or reset your password

    1. Sign in to My Telstra using your Telstra ID 
    2. From the Home page, select the Profile icon at the top of the screen page. If you have more than one account, you will need to select the relevant account from the blue bar at the top of the screen 
    3. Scroll down and find the existing mailbox, then from the left-hand menu, select Manage mailboxes
    4. From the list, select the mailbox you wish to close and select Manage mailboxes
    5. A new window will open. Select the mailbox you want to close and then select Close mailbox
    6. Select Confirm. Allow 30 minutes for your mailbox to be closed.

    To re-open a mailbox:

    • Mailboxes closed more than 6 months ago are no longer available.
    • If you’ve closed a mailbox in the last 6 months and would like to see if it can be re-opened, contact us.

    Validating your new Telstra email address will make sure your account is secure and that your emails are sent to your correct address. 

    How to validate your email address

    When you receive a validation email from

    1. Open the email 
    2. Click the Verify my email link

    Good to know: If you want to change your email address or your email validation link has expired, contact us

    If you received a validation email but haven’t requested a new email address, contact Telstra immediately by clicking the Let us know link in the validation email. 

    You can have your Telstra Mail emails forwarded to another email address automatically. Here’s how: 

    1. Sign in to My Telstra in a browser with your Telstra ID and password. 
    2. Go to Settings –  the cog symbol  
    3. Select Mail and then select Auto-forward
    4. Tick Enable Auto-forward 
    5. Enter in the full email address where you want emails to be sent in the Destination  field. To specify several email addresses, separate each one with a comma 
    6. Keep a copy in your inbox  will be ticked by default. Untick this if you do not require copies to be kept 
    7. Select the  Save  symbol.  

    The use of a virtual private network (VPN) may affect your ability to access, send or receive emails. There’s a chance the IP address it assigns you may be on our block list.

    Check if your VPN is active during email use. If it is, turn it off and try sending or receiving your emails. If your email now works, the inability to access your emails was because of your VPN.


    Try these troubleshooting steps if you’re having issues sending or receiving emails.

    1. Check your internet connection is working
    2. Check your password is correct. Recover your username and reset your password
    3. Make sure you’re using the latest email settings for your device
    4. If you’re still having trouble, troubleshoot a problem.

    If we believe your email account has been compromised, or if it’s been identified as a source of spam emails, we will suspend the account.

    How do I fix a compromised email account?

    To set it up: 

    1. Go to Sign in to webmail
    2. Log in using your Telstra email address and password. Forgotten something? Retrieve your mail address or reset your password
    3. Go to your Inbox and tick any spam emails
    4. Select More in the top right corner
    5. From the dropdown menu select More
    6. Select Mark as Spam

    Good to know: The more you use the spam filter, the more accurate it becomes. Using the 'Mark as Spam' button doesn’t immediately block the sender. You may still get some emails from the sender as the filter refines its data. 

    You can report or complain about spam to the Australian Communications and Media Authority (ACMA). They’re able to investigate and take action against businesses or individuals that breach the law. 

    For more tips on how to deal with phishing and scam emails, see our section on cyber scams.

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