How do I troubleshoot and fix an issue with my mobile device?

Telstra Device Care app is a free app that seamlessly transfers all your contacts, photos and video files from one compatible device to another. You can also run diagnostic checks as the app will help to identify any issues with your device and resolve them automatically if possible. 

Self-Care is part of the Device Care app and allows you to check your mobile for performance issues and keep it working at its peak.

To put Self-Care to work: 

1. On the Device Care home screen, select Self-Care
2. Now select individual checks you want it to do, or run them all together 

What’s Assisted Care?

Assisted Care lets our Technical Support Team access your device remotely. When you call the team with an issue, we’ll ask you for the pairing code from the Telstra Device Care app. You’ll find the pairing code on the screen after you select Assisted Care.

If troubleshooting doesn’t fix your problem, you can return your device to be assessed at your nearest Telstra store. 

If you’re still under a 24-month contract, and your Telstra mobile or dongle was purchased within the last 24 months, you could be eligible for Telstra Device Care.

To return your mobile, book an appointment to visit your nearest Telstra store:

1. One of our store tech experts will take a look and help you with some further troubleshooting to see if they can solve the problem on the spot
2. If the problem is determined to be the result of a user error instead of a software, hardware or a network fault, then a fee may apply. If a fee applies, you’ll be contacted first before we proceed with any repair or replacement works. In the event that you can’t be contacted, the device will be returned to you unrepaired
3. If we can’t fix it on the spot and your device is in warranty, we’ll request an express device replacement from Telstra Device Care. Your replacement will normally arrive at your local Telstra store in one to two business days