Frequently asked questions about Telstra Mail

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

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    Set up

    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?

    Access

    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 email_validation@team.telstra.com

    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, chat with 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. 

    No, Telstra Mail is not shutting down. There are often false rumours about the closure of Telstra Mail services, but we want to assure you that all existing Bigpond email accounts will continue to be supported. We know how important your Bigpond email service is for keeping in touch with family and friends or operating a business.

    If you receive an email from Telstra but aren't sure of its validity, please submit a misuse of service form.

    Unfortunately, there are malicious actors who try to impersonate Telstra to get sensitive information from our customers. We’ll never send you communications asking you for any banking details, or asking you to agree to terms of service by clicking on a link.

    Learn about email scams.

    Fix

    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. Create and use a Telstra ID or 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.

    To set it up: 

    1. Go to Sign in to webmail
    2. Log in using your Telstra email address and password. Forgotten something? Create and use a Telstra ID 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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