What happens to the credit on my Telstra account when I move to an Upfront Plan?
Depending on your payment method, the credit balance on your account will be returned to you differently. It may rollover or you may get a refund.
Select your payment method for Upfront Plans to learn more
Once all your services have moved to Upfront Plans, and you have a remaining credit that is:
- More than $4.99 and up to $250: You'll receive a cheque at your address in approximately four weeks
- Less than $4.99 or more than $250: You'll need to message us.
AutoPay charges during the credit transfer process
If you message us and we tell you that your credit will be transferred to the Upfront Plan, it will take some time and will not be transferred immediately. Therefore, a full Autopay payment will be charged to your default payment method (credit/debit card or bank account) on your monthly payment date until your credit transfer is complete.
If all your services have moved to Upfront Plans, and your account currently has a remaining credit that is:
- $1000 or less than $1000: it may take upto two billing periods for it to appear on your Telstra bill.
Bill payments during the credit transfer process
Since the credit will not be transferred immediately after you move to the Upfront Plan, you’ll need to pay your new-look Telstra bill to ensure that your services won’t be disrupted. Once we complete the balance transfer, we’ll notify you and the credit will appear on your next bill.
I need more time to pay
If you're having trouble paying your bills, you can request a payment extension after you move to an Upfront Plan.
To get a payment extension:
- Sign into My Telstra and go to Payments
- Select the card with your upcoming payment details
- Select Having trouble paying
- Select Payment extension and follow the prompts.
You can only extend consecutive payments if you’ve paid the previous extension in full.
Please note: If you’re a pensioner, we have a range of concession offers for eligible healthcare card holders or valid concession card holders. If you’re having difficulty paying or your circumstances have changed, you can explore our payment assistance options.
Got more questions?
Please note: We're experiencing long wait times at our call centres. We've covered the most frequently asked questions about credit transfer on Upfront Plans on this page. If you have any of the following questions related to your move to an Upfront Plan, select the relevant link to learn more.
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Upfront Plan changes
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