Accounts & payments
We're making changes to your accounts
We're moving you onto a new system, which means that:
- All your Telstra accounts will be combined into one account
- All your services will move to Upfront Plans
- You'll pay for all your services with Telstra bill.
What's happening?
We're excited to share that we have a new system designed to make things easier and more efficient for you. Millions of Telstra customers are already on the new system and find it better as orders are easier to process, without needing us.
We understand that changes can take time to get used to, so we’re providing you with additional notice to prepare for them. It's important that you understand how these changes may affect your services, accounts and payments.
What’s changing?
Starting from early 2025, we’ll be making changes to your accounts, services and payment method.
Changes to your accounts and services
Currently, you have multiple accounts under your name, and we’ll be combining them into one account. All your services will move to our Upfront Plans, requiring you to make a single payment for all your services. As each account moves onto the new system, all its services will move to our Upfront Plans.
Changes to your payment method
To give you more control over your payments, we’re changing your payment method to Telstra bill. With Telstra bill, you’ll have 10 business days to pay after receiving your bill at the start of the billing period.
If you're currently on AutoPay, you can request to move back to having AutoPay as your payment method once all the changes to your account have been made.
I need separate bills for my services
You can only have one account in your name. However, if you want separate bills for tax purposes or want another user to pay for the services they use, you can change the ownership of those services. This way, you can get separate bills for them.
Please note: When you change the ownership of some of your services, bills for these services will be under the new owner's name.
How do I change ownership of my services?
You can request a Change of Ownership over the phone by calling 13 22 00, or you can find a store.
Please note: To process the Change of Ownership, we'll need:
- the current owner of the service, or a full authority on the account, to initiate the request.
- you to have access to any mobile services you'd like to transfer to a new account.
- you to satisfy identity checks.
- the new owner to satisfy credit checks if they are a new Telstra customer.
For more information on how to change ownership of your services, visit our Change ownership of my Telstra service page.
I can't change ownership of my services. What are my options?
If you can't change ownership of your services, and there are services on your account that other people are using, you can pass on the BPAY Biller Code to them, so they can pay for their services.
Frequently asked questions
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.
Yes, you can make partial payments towards a Telstra bill for your Upfront Plans.
To do this:
- Sign into My Telstra and go to Payments;
- Select Pay now;
- Choose Other amount;
- Enter the amount you’d like to pay.
Yes, you can extend the next payment date after you move to an Upfront Plan or service.
To do this:
- Sign into My Telstra and go to Payments;
- Select Manage your payments;
- Select Having trouble paying;
- Select Payment extension.
You can only extend consecutive payments if you’ve paid the previous extension in full.
If you have multiple devices on repayments, this change means you'll also have a different credit limit. This might impact your eligibility to upgrade your devices or get a new device on repayment based on your payment history.
Upfront Plans are not in a contract. All our plans are month-to-month, meaning you can change once a month or cancel at any time. Please note: You can only change your plan after all your services have moved to Upfront Plans and all your accounts are combined into one.
You can change or cancel your services in the My Telstra app or My Telstra in a browser:
- Go to Services and choose your service;
- Select View or manage your plan;
- Follow the prompts to change your plan or cancel your plan.
Please note, if you’re paying off a device, any remaining payments will be charged as a lump sum when you cancel. You can find the cost of your device payout in the My Telstra app or My Telstra in a browser.
If your account has a credit of $1000 or less after your accounts have moved, this will be transferred to your Upfront Plan. However, the transfer can take up to 3 weeks after your first new-look Telstra bill is issued.
Since the credit will not be transferred immediately after you move to the Upfront Plan, you’ll need to pay your first bill. Once we complete the balance transfer, we’ll notify you and the credit will appear on your next bill.
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