Save time and do it yourself online using our handy tools and support articles.
General questions around tracking an order, contract details, appointments, Telstra Plus and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Cancel product/service | Cancel a product or service | No | No | No | No | View | ||
| Change plan | Change your plan | Yes | Yes | Yes | No | View | ||
| Contract details | View contract details and early termination charges | Yes | Yes | Yes | View contract details | View | Watch | Watch |
| Critical information summary (CIS) | View Critical Information Summaries (CIS) | Yes | No | No | View Critical information summary | View | ||
| Moving Home | Move your home internet, phone line and Foxtel from Telstra, to your new home | Yes | Yes | Yes | View more about Moving House | No | ||
| Adding a service | Adding a service to your account. | No | No | Yes | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Call Telstra | Call Telstra | No | No | No | View more about Call Telstra | No | ||
| Chat with Telstra | Chat and message Telstra | Yes | Yes | No | No | No | ||
| Find a Telstra store | Find a Telstra store location and info | Yes | Yes | Yes | View more about Find a Telstra store | No | ||
| Store Appointments | Schedule, track, edit and cancel store appointments | Yes | Yes | No | View more about Store Appointments | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| View Products & Services | View Plan, Product & Service Details | Yes | Yes | Yes | No | View more about Products & Services |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Faulty device | Track return faulty device | No | No | No | No | No | ||
| Online shop | Buy or update a product or service | Yes | No | No | View more about Online shop | No | ||
| Track my order (Order tracker) | Track an order | Yes | Yes | No | View more about Order Tracking | View | Watch | Watch |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| App notifications | Manage in-app push notifications | Yes | Yes | No | No | View more about App notifications | ||
| App settings | Manage app settings & preferences | Yes | Yes | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra Plus - redeem | Redeem Telstra Plus rewards | Yes | Yes | No | Yes | View more about Redeem Telstra Plus rewards | ||
| Telstra Plus - sign up | Sign up for Telstra Plus | Yes | Yes | Yes | Yes | View more about Telstra Plus Sign up |
Accounts and billing-related questions, including payments, billing and personal details.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Bill reminders / notifications | Manage bill arrival, payment reminders or notifications | Yes | Yes | Yes | No | View | ||
| Recover my username (Telstra ID) | Recover your Telstra ID username | Yes | Yes | Yes | View more about Recover my username (Telstra ID) | View | ||
| Register for Telstra ID | Register for My Telstra App, Telstra 24x7 App & Telstra 24x7 MyAccount with Telstra ID | Yes | Yes | Yes | View more about Register for Telstra ID | View | Watch | |
| Reset my password (Telstra ID) | Reset your Telstra ID password | Yes | Yes | Yes | View more about Reset my password (Telstra ID) | View | Watch | |
| Service nicknames | Update service nicknames | Yes | Yes | Yes | No | No | ||
| Update marketing preference | Opt in and out of marketing | Yes | No | No | No | No | ||
| Bereavement Support | When someone has passed away, and need to change/transfer ownership of that Telstra Account/service | No | No | No | View more about Bereavement Support | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Query or dispute a bill | Query a bill or dispute a charge | Yes | Yes | Yes | View more about Query or dispute a bill | View | Watch | Watch |
| Switch to email bill | Add and manage email bill | Yes | Yes | Yes | View more about Switch to email bill | View | ||
| Tell us you've paid (Report a payment) | Report a payment to re-connected/unshaped suspected services | Yes | Yes | Yes | View more about Report a payment | View | Watch | |
| Update billing details | Update physical bill address (on bill) | No | No | Yes | No | View | ||
| View bill | View & print current and previous bills, and view current account balance | Yes | Yes | Yes | No | View | ||
| Change between Summary and Detailed bill | Updating the type of bill you receive via email or post | No | No | Yes | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Direct debit | Set up and manage direct debit | Yes | Yes | Yes | View more about Direct debit | View | Watch | Watch |
| Pay bill | Make a one-off Payment | Yes | Yes | Yes | View more about Pay bill | View | Watch | Watch |
| Payment extension | Request a Payment Extension / Promise to pay | Yes | Yes | Yes | View more about Payment extension | View | Watch | Watch |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Change name | Change the name on an account | No | No | Yes | View more about Change name | View | ||
| Update contact details | Update contact details | Yes | No | Yes | No | No |
Report, track and troubleshoot issues relating to coverage, faults and outages.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Check coverage map and report issue | Report coverage problem | Yes | Yes | No | No | View | Watch | Watch |
| Check for outages | Check for an outage | Yes | Yes | No | View more about Check for outages | View | Watch | Watch |
| Check network coverage | Check coverage on the Telstra mobile network | Yes | No | No | View more about Check network coverage | No | ||
| Fault tracker | Track an open or recent fault | Yes | Yes | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Fix an issue - Home internet | Diagnose, report, track, edit or cancel a fault with Home internet | Yes | Yes | Yes | View more about Fix an issue - Home internet | View | Watch | Watch |
| Fix an issue - Mobiles | Diagnose, report, track, edit or cancel a fault with Mobiles & devices | Yes | Yes | Yes | View more about Fix an issue - Mobiles | No | Watch | Watch |
| Fix an issue - PSTN/Wireline (Phone line) | Diagnose, report, track, edit or cancel a fault with a Phone line | Yes | Yes | Yes | View more about Fix an issue - PSTN/Wireline (Phone line) | View | Watch | Watch |
| Fix an issue - Speed Test | Test internet speed | Yes | Yes | Yes | View more about Fix an issue - Speed Test | View | Watch | Watch |
| Fix an issue - Telstra Mail | Diagnose, report, track, edit or cancel a fault with Telstra Mail | Yes | Yes | Yes | View more about Fix an issue - Telstra Mail | View | Watch | Watch |
| Fix an issue - Wifi | Diagnose, report, track, edit or cancel a fault with Wifi | Yes | Yes | Yes | View more about Fix an issue - Wifi | No | Watch | Watch |
Month-to-month (post-paid) or Pre-Paid service-related questions, including activation, international roaming, settings, add-ons and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Activate Mobile - new SIM | Activate new post-paid mobile service | Yes | Yes | No | View more about Activate Mobile - new SIM | View | Watch | |
| Activate Mobile - port in SIM | Activate a new, port-in mobile service | Yes | Yes | No | View more about Activate Mobile - port in SIM | View | Watch | |
| Activate Mobile - replacement SIM | Activate a replacement SIM | Yes | Yes | No | View more about Activate Mobile - replacement SIM | View | Watch | |
| Request replacement SIM | Request a replacement SIM for a post-paid service | Yes | No | Yes | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Get extra data (mobile broadband) | Add and remove data packs for a mobile broadband service | Yes | Yes | No | No | No | ||
| Get extra data (post-paid mobile) | Add and remove data packs for post-paid mobiles | Yes | Yes | Yes | View more about Get extra data (post-paid mobile) | No | ||
| Additional 25GB data | As a response to COVID-19, we're offering an extra 25GB data to personal and small business post-paid mobile and mobile broadband customers. Access the app to register. | Yes | Yes | Yes | No | No | ||
| StayConnected | Submit a StayConnected request | No | No | Yes | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Calling packs | International calling packs | Yes | Yes | No | No | No | ||
| International Day Pass | Add International Day Pass | Yes | Yes | Yes | No | View | ||
| International Roaming | Activate / deactivate International Roaming | Yes | Yes | Yes | No | View | ||
| View International Roaming and International Day Pass usage | View International Day Pass usage | Yes | Yes | Yes | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Activate Mobile - new SIM | Activate a Pre-Paid SIM for a new number | No | Yes | No | View more about Activate Mobile - new SIM | View | Watch | |
| Activate Mobile - new SIM | Activate a Pre-Paid broadband SIM | No | Yes | No | View more about Activate Mobile - new SIM | View | Watch | |
| Activate Mobile - replacement SIM | Activate a replacement Pre-Paid SIM | No | Yes | No | View more about Activate Mobile - replacement SIM | View | Watch | |
| Request replacement SIM | Request a replacement Pre-Paid SIM | Yes | No | Yes | No | View | ||
| Balance | Check Pre-Paid mobile balance | Yes | Yes | Yes | No | View | ||
| Change offer | Change Pre-Paid mobile plan | Yes | Yes | Yes | No | View | ||
| International data pack | Manage Pre-Paid international data packs | Yes | Yes | No | No | View | ||
| Plus Pack | Add and remove Pre-Paid Plus Pack | Yes | Yes | Yes | No | View | ||
| Recharge - auto/recurring | Manage automatic Pre-Paid recharge | No | No | Yes | No | View | ||
| Recharge - once off | Purchase a once-off Pre-Paid recharge | Yes | Yes | Yes | View more about Recharge - once off | View | Watch | Watch |
| Digital voucher purchase – once off | Purchase a once-off digital voucher | No | No | No | Yes | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| 5G | Subscribe to 5G | Yes | Yes | No | No | No | ||
| Get PIN code / PUK code | Retrieve PIN code / PUK code | Yes | Yes | Yes | No | View | ||
| Mobile Protect | Manage Mobile Protect | Yes | No | Yes | No | View | ||
| Premium SMS barring | Manage premium SMS barring for mobiles | Yes | Yes | No | No | No | ||
| StayConnected | Log a request for StayConnected | No | No | No | No | No | ||
| Unlock iPhone | Unlock postpaid Apple iPhone or iPad | Yes | Yes | Yes | No | View | ||
| MessageBank | Manage MessageBank (voicemail) on mobile | No | No | No | View more about MessageBank | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Device Guides | Interactive troubleshooting guides for a range of smart phones, mobiles and tablets | No | No | No | View more about Device Guides | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra Device Locator | Help locate your Telstra devices | Yes | Yes | No | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra One Number | Connect cellular-enabled compatible smart watch | Yes | Yes | No | No | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Usage - Mobile | View current and previous usage, and unused allowances for mobiles and devices | Yes | Yes | Yes | No | View | ||
| Suspend a service | Suspend a service due to financial hardship | No | No | Yes | Yes | View | ||
| Resume a service | Resume a previously suspended service | No | No | No | Yes | View |
Manage my home internet and phone line including Telstra Air, Telstra Broadband Protect, usage, privacy and more.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Privacy Settings | Manage directory listing & caller identification | Yes | Yes | Yes | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra Mail | Sign in to Telstra or BigPond webmail | No | No | Yes | View more about Telstra Mail | View | ||
| Bigpond password recovery | Bigpond password recovery | No | No | No | No | View | ||
| Bigpond email/username recovery | Bigpond email/username recovery | No | No | No | View more about Bigpond email/username recovery | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra Air | Manage Telstra Air | Yes | Yes | Yes | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Telstra Broadband Protect | Manage Telstra broadband project | Yes | Yes | Yes | No | View | ||
| Top up - Home internet | Top up data for Home Broadband | Yes | Yes | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Usage - Home internet | View current & previous usage, and unused allowances for home internet | Yes | Yes | Yes | No | View |
Help with entertainment and streaming services including Foxtel from Telstra, Foxtel Go and Apple Music.
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Apple music | Unsubscribe from Apple music | No | No | No | No | No |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Add package - Foxtel from Telstra | Add additional Foxtel from Telstra Packages | Yes | Yes | Yes | No | View | ||
| View package - Foxtel from Telstra | View your Foxtel from Telstra plan/packages | Yes | Yes | Yes | No | View | ||
| Downgrade/Cancel package - Foxtel from Telstra | Remove additional Foxtel from Telstra Packages | No | No | No | View more about removing additional Foxtel from Telstra Packages | View | ||
| Suspend package - Foxtel from Telstra | Temporarily suspend your Foxtel from Telstra service | No | No | No | View more about Suspend package - Foxtel from Telstra | View | ||
| Resume package - Foxtel from Telstra | Resume your temporarily suspended your Foxtel from Telstra service | No | No | No | View more about Resume package - Foxtel from Telstra | View |
| What do you want to do? | Description | My Telstra app | Telstra 24x7 app | Telstra 24x7 MyAccount | telstra.com tool | Support article | My Telstra app video | Telstra 24x7 app video |
|---|---|---|---|---|---|---|---|---|
| Manage Foxtel Go (app) - Foxtel from Telstra | Casting instructions, changing video settings, Restrictions and pin resets for Foxtel Go | No | Yes | Yes | No | View | ||
| Upgrade set top box - Foxtel from Telstra | Upgrade a Foxtel from Telstra set top box | Yes | Yes | Yes | No | View |