Mobiles & devices

Get help for mobiles & devices

All the answers you need to set up, manage, and troubleshoot calls and data on your mobile or device.

Quick links

Popular topics

UPFRONT PLANS

I want to learn more about my new Telstra Upfront Mobile Plan.

SETTINGS

I want to manage my calls, ringtones and MessageBank.

DEVICE UPGRADE

I want to find information about Telstra’s network and coverage.

Browse our help topics

• Plans & upgrades

  • What are the new Telstra Upfront plans and how do I manage them?
  • I'm a Telstra business customer; where do I read more about my Upfront plan?
  • Does my Telstra Upfront Mobile plan include Premium SMS?
  • How do I cancel my mobile or mobile broadband service?
  • How do I check my mobile or tablet plan?
  • Can I change my Pre-Paid service to post-paid, or vice-versa?
  • How do I change my mobile plan?
  • How do I buy a Data Pack or International Calling Pack?
  • What is extra data and how is it different to excess data charges?
  • How do I check and manage my mobile data usage?
  • Can I pay for a mobile phone or tablet in monthly instalments?
  • How do I upgrade, swap or trade in my device?
  • How do I track and get updates about my online order?

• Pre-Paid

  • How do I activate my Pre-Paid service?
  • What’s the best way to manage my Pre-Paid service?
  • How do I view or change my Pre-Paid plan?
  • How do I get extra data?
  • How do I recharge my Pre-Paid service?
  • How do I set up, manage and cancel my auto recharge?
  • How do I get a tax invoice for my Pre-Paid recharge?
  • How to order a digital voucher to recharge your Pre-Paid service?
  • What SMS alerts do I get on my Pre-Paid service?
  • Telstra Pre-Paid Mobile Plan FAQs
  • FAQs on Pre-Paid Complete
  • We’re phasing out a few Pre-Paid features

• Network & coverage

  • What can I do if my mobile reception is interrupted?
  • Network diagnostics in My Telstra
  • What's the mobile 4G Smart Antenna and how do I install it?
  • 3G closure - what do I need to know?
  • Why can’t I connect to a mobile network?
  • How do I restart my device?
  • How do I check if I’m in a mobile coverage area?
  • How do I check if there is an outage?

• Roaming & security

  • Go the distance with international roaming
  • What do I do if my device or SIM card is lost, stolen or faulty?
  • How do I protect myself against phone and SMS scams?

• Getting started

  • What’s a Telstra One Number and how do I manage it?
  • Can I put my SIM into another device?
  • FAQs on eSIM for iOS, Android and Windows, and dual SIM
  • How do I switch or transfer my mobile service to Telstra?
  • How do I activate my post-paid SIM card?
  • Can I change my mobile number?
  • What’s a cooling off period?
  • How do I set-up and use voice-activated calling with Google Nest?
  • How do I transfer data from my old phone to my new Samsung Galaxy S21?
  • How do I set up and manage MessageBank®, call forwarding and extended ring time?

• Using your device

  • How do I use my phone as a Wi-Fi hotspot?
  • How do I manage caller ID on my mobile service?
  • Telstra Wi-Fi Calling and SMS
  • How do I unlock my SIM card?
  • How do I unlock my phone from the Telstra network?
  • How can I extend my mobile device's battery life?

• Troubleshooting

  • How do I fix an issue with my mobile device?
  • Why can’t I connect to a mobile network?
  • How do I restart my device?
  • How do I check if I’m in a mobile coverage area?
  • How do I check if there is an outage?
  • What should I do if I can’t make voice calls?
  • How do I report a Mobile Black Spot?