Why has my AutoPay payment failed?
When you move to an Upfront Plan, you’ll be charged for all your Upfront services in one payment. Your default payment method does not change when you move to an Upfront Plan. So, if your default payment method is an expired credit/debit card, it can cause your AutoPay payment to fail. To change your default payment method:
- Sign into My Telstra and go to Payments
- Select your service
- Select Manage payment methods and follow the prompts.
What happens if I don't pay?
The AutoPay payment will be made on the same day every month. If the payment fails, you'll get an email and SMS from us asking you to pay manually in the My Telstra app or My Telstra in a browser. You have 10 days to make a payment. If you don't make a payment, we will retry your AutoPay payment on day 9, one day before the service suspension begins on day 10.
10 business days after a failed payment
If you still haven't made a payment 10 business days after your monthly AutoPay payment date, your services will be restricted and calls can only be made to emergency numbers. To remove your service restriction, pay the overdue amount in full via the My Telstra app. Your service restriction will be lifted within 1 hour of a successful payment being made. Check your preferred payment method is valid and has sufficient funds.
Check your upcoming payment date in the Payments tab of My Telstra app or My Telstra in a browser.
Other reasons for a failed payment
Other possible reasons why your AutoPay payment didn’t go through:
- You may have insufficient funds in your account
- Your financial institution may have had a problem on their end
- If you previously requested a payment extension, your direct debit/AutoPay payment may have been paused
- You have an overdue amount on your account.
Got more questions?
Please note: We're experiencing long wait times at our call centres. We've covered the most frequently asked questions about failed AutoPay payments 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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