How do I upgrade or replace my device?
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If you’re on an eligible plan or have eligible extras in your plan, you may be able to upgrade or replace your device. You can check your plan and contract details in My Telstra in app or in a browser.
To check your plan, sign in to My Telstra and go to Services.
Important legal rights
For products you buy from us, you have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer’s warranty or Telstra policies and can apply even after the manufacturer’s warranty has ended.
You’re entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is ‘major’. For more information about what constitutes a ‘major’ fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.
Check your plan or plan’s extras to find out more
Upgrade & Protect
If you added Upgrade & Protect when you purchased your device on an eligible device payment contract, you may be eligible to redeem an upgrade or replacement device at any time during your device repayment contract. You can check to see if you have Upgrade & Protect as an extra in My Telstra. You'll need to return your device, pay a redemption fee based on its condition and purchase the upgrade or replacement device on a new device payment contract.
Customers on our current Upfront plans can redeem in-store or by calling 13 22 00.
Customers on older plans can also redeem online.
Once you've redeemed, find out more about preparing your device for return and the process of returning your device to the second-hand device vendor nominated by Telstra.
Upgrade & Protect FAQs
You can add Upgrade & Protect for $15/mth when taking up an eligible device repayment for your mobile phone or tablet in the checkout. You can't add Upgrade & Protect to your plan later.
No, the remaining payments for your device repayment will be paid by our nominated second-hand device vendor if:
- You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
- You return your existing device to our second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
- You pay the applicable redemption fee (based on the return device condition), and
- Your monthly device repayment and Upgrade & Protect fees are not overdue
If you request an Upgrade & Protect redemption online or over the phone, you'll be provided with an Australia Post return code to return your old device to the second-hand device vendor nominated by Telstra. Shipping fees may apply for the delivery of your replacement mobile phone or tablet.
No, Upgrade & Protect can only be added in-store when taking up a new device on a device repayment with an eligible plan.
No, Upgrade & Protect can be removed at any time in My Telstra. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you've already paid for.
No, you have to add Upgrade & Protect at the time you purchase the device on the new eligible device repayment term. It can’t be added on later. Upgrade & Protect automatically ends at the end of your device repayment term or when you make a redemption and enter a new device repayment term for an upgrade or replacement device.
No, Upgrade & Protect is tied to the device repayment term.
A device in good working order and undamaged is one that’s not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device
- turns on and off;
- functions normally (i.e. it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended);
- includes a fully functioning battery;
- is free from physical damage except normal wear and tear (i.e. it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader);
- doesn’t have any missing, disassembled, customised or non-original parts;
- has all activation and device locking features disabled (e.g. Find My Phone);
- has had a factory reset performed, and
- is not IMEI blocked.
Upgrade & Protect Screen Replacement FAQs
Customers who have purchased Upgrade & Protect can have their screen replaced for $99.
You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced.
Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.
You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.
You can book a screen replacement via My Telstra.
- Select Services
- Select your service (your phone number)
- Select Manage your device and accessories
- Select Replace your screen then follow the prompts.
Subject to technician daily availability.
Adelaide
5000, 5001, 5002, 5003, 5004, 5005, 5006, 5007, 5008, 5009, 5010, 5011, 5012, 5013, 5014, 5015, 5016, 5017, 5018, 5019, 5020, 5021, 5022, 5023, 5024, 5025, 5026, 5027, 5028, 5029, 5030, 5031, 5032, 5033, 5034, 5035, 5036, 5037, 5038, 5039, 5040, 5041, 5042, 5043, 5044, 5045, 5046, 5047, 5048, 5049, 5050, 5051, 5052, 5053, 5054, 5055, 5056, 5057, 5058, 5059, 5060, 5061, 5062, 5063, 5064, 5065, 5066, 5067, 5068, 5069, 5070, 5071, 5072, 5073, 5074, 5075, 5076, 5077, 5078, 5079, 5080, 5081, 5082, 5083, 5084, 5085, 5086, 5087, 5088, 5089, 5090, 5092, 5093, 5094, 5095, 5096, 5097, 5098, 5107, 5108, 5109, 5134, 5137, 5140, 5141, 5142, 5144, 5151, 5152, 5154, 5155, 5158, 5159, 5160, 5161, 5162, 5163, 5164, 5165, 5166, 5167, 5168, 5169, 5245, 5950
Brisbane
4000, 4001, 4004, 4005, 4006, 4007, 4008, 4009, 4010, 4011, 4012, 4013, 4014, 4018, 4030, 4031, 4032, 4034, 4035, 4051, 4053, 4054, 4055, 4059, 4060, 4061, 4064, 4065, 4066, 4067, 4068, 4069, 4070, 4073, 4074, 4075, 4076, 4077, 4101, 4102, 4103, 4104, 4105, 4106, 4107, 4109, 4111, 4112, 4113, 4119, 4120, 4121, 4122, 4123, 4151, 4152, 4153, 4169, 4170, 4171, 4172, 4173, 4174
Canberra
Currently unsupported.
Central Coast
2250, 2251, 2256, 2258, 2259, 2260, 2261, 2262, 2263
Gold Coast
2485, 2486, 4209, 4210, 4211, 4212, 4213, 4214, 4215, 4216, 4217, 4218, 4220, 4221, 4223, 4224, 4225, 4226, 4227, 4228, 4271, 4272, 4275
Hobart
7000, 7001, 7002, 7003, 7004, 7005, 7006, 7007, 7008, 7009, 7010, 7011, 7012, 7015, 7016, 7018, 7019, 7021, 7050, 7051, 7052, 7053, 7170, 7171, 7172
Melbourne
3000, 3001, 3002, 3003, 3004, 3005, 3006, 3008, 3010, 3011, 3012, 3013, 3015, 3016, 3018, 3019, 3020, 3021, 3022, 3023, 3024, 3025, 3026, 3027, 3028, 3029, 3030, 3031, 3032, 3033, 3034, 3036, 3037, 3038, 3039, 3040, 3041, 3042, 3043, 3044, 3045, 3046, 3047, 3048, 3049, 3051, 3052, 3053, 3054, 3055, 3056, 3057, 3058, 3059, 3060, 3061, 3062, 3064, 3065, 3065, 3066, 3067, 3068, 3070, 3071, 3072, 3073, 3074, 3075, 3076, 3078, 3079, 3081, 3082, 3083, 3084, 3085, 3086, 3087, 3088, 3089, 3090, 3091, 3093, 3094, 3095, 3096, 3101, 3102, 3103, 3104, 3105, 3106, 3107, 3108, 3109, 3111, 3113, 3114, 3115, 3116, 3121, 3122, 3123, 3124, 3125, 3126, 3127, 3128, 3129, 3130, 3131, 3132, 3133, 3134, 3135, 3136, 3137, 3138, 3140, 3141, 3141, 3142, 3143, 3144, 3145, 3146, 3147, 3148, 3149, 3150, 3151, 3152, 3153, 3155, 3156, 3156, 3158, 3161, 3162, 3163, 3164, 3165, 3166, 3167, 3168, 3169, 3170, 3171, 3172, 3173, 3174, 3175, 3178, 3179, 3180, 3181, 3182, 3183, 3184, 3185, 3186, 3187, 3188, 3189, 3190, 3191, 3192, 3193, 3194, 3195, 3202, 3204, 3205, 3206, 3207, 3211, 3212, 3337, 3338, 3750, 3751, 3752, 3755, 3800, 3802
Perth
6000, 6001, 6003, 6004, 6005, 6006, 6007, 6008, 6009, 6010, 6011, 6012, 6014, 6015, 6016, 6017, 6018, 6019, 6020, 6021, 6022, 6023, 6024, 6025, 6026, 6027, 6029, 6050, 6051, 6052, 6053, 6054, 6055, 6057, 6058, 6059, 6060, 6061, 6062, 6063, 6064, 6066, 6090, 6100, 6101, 6102, 6103, 6104, 6105, 6106, 6107, 6108, 6109, 6110, 6147, 6148, 6149, 6150, 6151, 6152, 6153, 6154, 6155, 6156, 6157, 6158, 6159, 6160, 6162, 6163, 6164, 6028, 6030, 6031, 6036, 6038, 6056, 6065, 6067, 6068, 6069, 6070, 6071, 6072, 6073, 6076, 6081, 6111, 6112, 6121, 6122, 6123, 6028, 6030, 6031, 6036, 6038, 6056, 6065, 6067, 6068, 6069, 6070, 6071, 6072, 6073, 6076, 6081, 6111, 6112, 6121, 6122, 6123, 6165, 6166, 6167, 6168, 6169, 6170, 6171
Sunshine Coast
4564, 4558, 4556, 4557, 4561, 4554, 4551, 4530, 4559, 4573, 4555, 4575, 4553
Swan Hill, VIC
3585, 3549, 3507, 3490, 3491, 3533, 3546, 3597, 3544, 3531, 3530, 3540, 3542, 2733, 2732, 2710, 2731, 3584, 3589, 3588, 3586, 3590, 3591, 3595, 3594, 3596, 2736, 2715, 2735, 3568, 3579, 3581, 3586
Sydney
2000, 2007, 2008, 2009, 2010, 2016, 2048, 2050, 2205, 2216, 2006, 2011, 2015, 2017, 2018, 2019, 2020, 2021, 2022, 2023, 2024, 2025, 2026, 2027, 2028, 2029, 2030, 2031, 2032, 2033, 2034, 2035, 2036, 2037, 2038, 2039, 2040, 2041, 2042, 2043, 2044, 2045, 2204, 2046, 2047, 2049, 2052, 2055, 2056, 2059, 2060, 2061, 2062, 2065, 2084, 2085, 2087, 2088, 2089, 2090, 2092, 2193, 2194, 2046, 2047, 2049, 2057, 2058, 2063, 2064, 2066, 2067, 2068, 2069, 2070, 2071, 2072, 2073, 2074, 2075, 2076, 2077, 2084, 2086, 2088, 2090, 2091, 2093, 2094, 2095, 2096, 2097, 2099, 2100, 2101, 2104, 2106, 2107, 2109, 2110, 2111, 2112, 2113, 2114, 2115, 2116, 2117, 2118, 2119, 2120, 2121, 2122, 2124, 2125, 2126, 2127, 2128, 2129, 2130, 2131, 2132, 2133, 2134, 2135, 2136, 2137, 2138, 2139, 2140, 2141, 2142, 2143, 2144, 2145, 2146, 2147, 2148, 2149, 2151, 2150, 2152, 2153, 2154, 2155, 2160, 2161, 2162, 2163, 2164, 2165, 2166, 2168, 2170, 2171, 2172, 2175, 2176, 2177, 2190, 2191, 2192, 2195, 2196, 2197, 2198 2199, 2200, 2203, 2205, 2206, 2207, 2208, 2209, 2210, 2211, 2212, 2213, 2214, 2216, 2217, 2218, 2219, 2220, 2221, 2222, 2223, 2224, 2225, 2226, 2227, 2228, 2229, 2232, 2234, 2761, 2762, 2766, 2768, 2770
Wollongong
2500, 2502, 2505, 2506, 2508, 2515, 2516, 2517, 2518, 2519, 2525, 2526, 2527, 2528, 2529, 2530, 2533, 2560, 2574
Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.
If you request an on-site replacement and the device does not match the assessment, we may charge you $79. If this happens, you can choose to use your damaged device upgrade redemption instead.
If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.
Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.
You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You'll receive a notification when the technician is in-transit to your nominated address.
Please note - if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.
Contact us for help.
All screen replacements come with a 12-month warranty from date of the screen replacement. If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.
By making a booking, you are committing to be available with your device at any time within your selected time window. However, you will receive an email notification when the technician is on their way to your location.
If the technician arrives and you are not present at the booked location, they will attempt to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.
Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way.
In exceptional circumstances we may call on the contact number you provided with your booking.
Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work. This process can however be completed while observing social distancing.
On arrival, our technicians are required to confirm their identity by showing you their Kingfisher Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.
Our technicians have a limited range of postcodes they can service in a timely and efficient manner. If the suburb or postcode you nominate for the screen replacement is not serviced by a technician, only the mail-in option will appear for your selection.
Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.
When you redeem Upgrade & Protect, your device repayment contract ends, and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.
This is to make sure that you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.
Depending on the credit assessment results we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.
Partial upfront payment option
You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.
Outright purchase option
You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.
StayConnected Advanced
From 1 July 2020, StayConnected Advanced will no longer be available for new consumer customers. It is also currently unavailable for services on a Telstra Upfront Mobile or Data Plan. StayConnected Advanced will continue to be available to customers taking up an eligible post-paid Telstra Business mobile or data plan.
If you took up this add-on before 1 July 2020, StayConnected Advanced can be redeemed as per the existing terms of this service. You can check to see if you have this add on in My Telstra.
You can redeem StayConnected Advanced online, over the phone or in store. For more information, you can read the Critical Information Summary.
Once you’ve redeemed, find out more about preparing your device for return and the process of returning your device.
How do I replace my mobile with StayConnected Advanced?
The easiest way to replace your damaged mobile is to lodge a request via the Service Request Portal.
You can also lodge a request in My Telstra:
- Sign in to My Telstra
- On the homepage, find your service in the Account overview section and select your service
- Under Plan features, go to Applied Add-ons
- Scroll to StayConnected, then Submit a request and follow the prompts
Contact us if you’re having trouble lodging a request.
General FAQs
When you place an order to upgrade your device, we’ll conduct an assessment of its condition. The outcome will be one of the following:
- Good working order
- Minor damage and/or cracked screen
- Damaged beyond repair
I have Upgrade & Protect
You're required to return your device as part of the redemption process for Upgrade & Protect, either:
- Undamaged and in good working order (GWO upgrade)
- Damaged (damaged device upgrade)
A device in good working order and undamaged is generally one that is fully functional as intended and not physically damaged other than normal wear and tear (such as minor superficial scratches). For example, the device:
- Turns on and off
- Functions normally (for example, it’s capable of making and receiving calls and connecting to the internet and has a fully functional touchscreen as intended)
- Includes a fully functioning battery
- Is free from physical damage except normal wear and tear (for example, it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM reader)
- Doesn’t have any missing, disassembled, customised or non-original parts; has all activation and device locking features disabled (e.g Find My iPhone)
- Has had a factory reset performed
- Is not IMEI blocked
The images below are examples of what is considered damage and NOT normal wear and tear:
I have StayConnected Advanced, New Phone and Tablet Feeling or Mobile Swap Assure
The condition of your existing device will affect the total cost of your upgrade. If your device has minor damage, a cracked screen or is damaged beyond repair, you’ll need to pay a higher fee depending on the damage.
Good working order
A device that’s undamaged and in good working order is one that is fully functional as intended and is not physically damaged, except minor scratches and other normal wear and tear, as reasonably determined by us.
A good working device:
- Turns on and off
- Functions normally (e.g. it’s capable of making and receiving calls, connecting to the internet and any touchscreen functions work as intended)
- Includes a fully functioning battery
- Is free from physical damage except normal wear and tear (e.g. it doesn’t have liquid damage, a cracked or discoloured screen or casing, connector damage, or a faulty or broken SIM/SD card reader)
- Doesn’t have any missing, disassembled, customised or non-original parts
- Has all activation and device locking features disabled (e.g. Find My iPhone on iOS devices)
- IMEI is not blocked
Minor damage and/or cracked screen
A device with minor damage and/or cracked screen has:
- Damage to the casing
- Keys or buttons that don’t work
- Cracks or chips on the screen
- A touch screen (if applicable) that’s cracked and/or discoloured
Damaged beyond repair
A device that’s damaged beyond repair:
- Doesn’t power on (even when connected to charge)
- Has liquid damage (pink/red water indicator has been activated)
- Is disassembled or has missing parts
- Has been customised or has non-original parts
Redemption fees
Depending on your device’s condition, the following fees apply:
| Device condition | Upgrade & Protect | StayConnected Advanced | Mobile Swap Assure | New Phone and Tablet Feeling |
| Good working order | $99 (or $0 if upgraded in the last 12 months of your DPC) | N/A |
|
$149 (if you have less than 12 months remaining) |
| Damaged |
|
|
$190 | N/A |
| Lost or stolen | N/A |
|
$190 | N/A |
| Screen replacement | N/A | $59 | N/A | N/A |
If your device is damaged and you're on a Lease plan with no extras, the following redemption fees apply:
| Device condition | 12-18 months | 19-24 months | After 24 months |
|---|---|---|---|
| Device is in good working order | $99 | $0 | $0 |
| Device has minor damage or a cracked screen | $229 | $229 | $229 |
| Device is damaged beyond repair | $499 | $399 | $299 |
You can have the damage repaired yourself by an authorised repairer. We’ll return your device to you and our Telstra Device Care team will advise you on the time frame when the repaired device will need to be returned to us. If not repaired and returned to us within the timeframe provided, all remaining Early Termination Charges and device repayment amounts will apply.
We can organise to repair your device for a fee. The fee will depend on your phone or tablet’s make and model and the amount of damage.
Before returning your device, you'll need to back up your device, turn off location/locking features such as Find My iPhone, remove your SIM card and reset the device to factory settings.
See specific instructions for your device.
Back up your device
Save your contacts, messages, photos, videos and music to your computer, a cloud service, SD card, or external hard drive.
Remove your SIM card and factory reset your phone
You can find the instructions on how to do this in the user manual you received with your original phone or refer to our device guides.
Turn off device tracking
Device or activation locks may prevent the device from being wiped and factory reset. This includes 'Find my iPhone' for Apple users and 'Find my Device' for Android users. Customers who return phones with a device or activation lock enabled may be charged a fee. Ensure that all tracking has been turned off before you return it.
For Apple devices, turn off Find my iPhone by going into Data & Wireless > Settings for Find my iPhone.
For Android devices, turn off Find my device by going into Getting started > Settings for Find my device.
For further info, go to device guides and select your device model.
You can return your device in store, over the phone or online for some customers.
You’ll need to return your old device within 14 days of entering your new eligible service plan, or at the time of purchase if returning in store. If you don’t return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you’ll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you’ll need to provide proof of replacement.
We’ll send a digital return code via email or SMS containing an Australia Post Returns Label with a QR code or barcode to return your device if you redeem online, in store or speak to us on the phone. Here’s how the digital returns process works:
- Start the return process
Once you lodge your return request, you’ll receive an Australia Post digital return code via email or SMS from Telstra within 24 hours.
Good to know: Timeframes will be affected if there are delivery delays for your new device.
- Prepare your device
You’ll need to back up your data and remove all activation locks from your device. Find out more about what you need to do before returning your device.
- Return your device
Visit the nearest Australia Post to lodge your parcel; no paperwork is required. They’ll scan the QR or barcode or use the return code you’ve received. You’ll be able to track the device online.
Customer information may be shared with Australia Post to process the returns request. Terms and conditions can be viewed on the Australia Post website.
I didn't receive an email or SMS
Double check your plan’s extras to see if you’re supposed to receive a return barcode or use a return satchel below.
If you’re meant to receive a return barcode but didn’t, please message us.
Returning a phone with StayConnected
If you’re got the StayConnected feature, your return process will be different. Find out more about the StayConnected return process.
If you choose not to return your device, you may be required to pay your remaining Device Repayment Contract charges for your device.
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