Devices |

Less waiting with the My Telstra app

By Vlase Paraskevopolous May 3, 2022

We’ve been making some changes to our app – making it a one stop shop, giving you access to everything you need at the tip of your fingers. The My Telstra app helps you manage your accounts and services, troubleshoot issues, earn Telstra Plus points and even shop online for the latest tech.

Need help? Select ‘Help’ > ‘Speak to us’ and tell us what the problem is. The app will then find the most relevant information, based on your services and products, to help resolve your questions. If you need extra help, there are three ways the app can help you can reach us.

Message me

You can message us directly by selecting the chat icon in the app. Think of this chat like an SMS – you can ask the questions you need and attach any images you need to help explain the issue. We can also send you images if you need visual support for troubleshooting or tech advice.

You can start a messaging conversation at any time, even when our support staff aren’t working or when our team are busy, it just means you might have to wait for a response instead of getting immediate support.

Call me

If messaging isn’t for you, you can select a call back. The app will ask you a series of questions so it can initiate a call directly to the right queue.

As part of the process, it will show you the operating hours and you can view estimated hold times for the day. This will give you the power to choose if you want to speak with us now or choose a later and/or quieter time, because no one likes waiting.

We’ve started answering calls from consumers and small businesses in Australia, with all calls being answered locally by the end of June.

Visit us

If you’d rather visit us, then you can use the app to virtually join a Store Queue from wherever you are, so when you get to store, you don’t have to wait.

You will need to select the reason for the visit (so we can make sure you’re seeing the right person in store), and then you’ll be given your spot in line. You will then be sent an SMS 10 mins before your slot so you can make your way to the store.

If traffic was worse than you thought or you’re still waiting for a coffee, no worries, you can let the store know and they’ll update your booking.

The My Telstra app is available for both Apple iOS and Google Android, and if you’re not on a phone you can also access My Telstra in your web browser. When you open My Telstra, you’ll be prompted to sign in with your Telstra ID if you haven’t done so before – and if you don’t have a Telstra ID, you’ll be prompted to register.

How to get in touch with us on the My Telstra app
How To |

How to contact us through the My Telstra app

By Campbell Simpson June 24, 2021

The My Telstra app is your shortcut to all your Telstra services, and it makes self-service easy. If you want to look at a new mobile plan or a shiny new smartphone, it works with your existing Telstra ID, and you can also contact us through the My Telstra app for help with any questions you have.

The My Telstra app is available for both Apple iOS and Google Android, and if you’re not on a phone you can also access My Telstra in your web browser. When you open My Telstra, you’ll be prompted to sign in with your Telstra ID if you haven’t done so before – and if you don’t have a Telstra ID, you’ll be prompted to register.

Once you’re in the app, you’ll be able to see all the services associated with your account on the Services tab on the lower left of your screen. Next to that is the Payments tab, which shows you your current bill and gives you the option to make payment. At the far right is the Shop tab, your shortcut to purchasing a new device or service, or browsing the Telstra Plus Rewards store.

If you need help, or if you want to contact us about your account or services, then you’ll want to navigate to the Get Help tab.

From the Get Help area of the My Telstra app, you can easily get help with your account and payments, or a service like your home internet, mobile phone or home phone line. If you select one of the large tiles for each of these, you’ll see a few common options under an “I want to…” heading. There are also links to articles where we’ve already answered your frequently asked questions.

If you need to contact us, scrolling down in the Get Help area shows you all your options. From there, find a nearby store or book an in-person appointment, or even join a queue for a same-day store visit in some of our stores – that’s especially useful for some of our busiest city stores!

If these options aren’t what you need, you can also message us directly in the My Telstra app and open a conversation. Remember, you can start a messaging conversation at any time, even when our support staff aren’t working or when all our team are currently busy, and that means you might have to wait for a response instead of getting immediate support.

It’s best to treat messaging in the My Telstra app like sending an SMS to Telstra – ask the questions you need to whenever you’re able, and we’ll get back to you as soon as possible. We’ll try to answer your questions as quickly as we can, but if we need to ask for more info we’ll try to keep it straightforward and simple. Messaging is a convenient way to get help; send your message, and you’ll be notified when we reply.

My Telstra Telstra Plus - Mobile
Tech and Innovation |

Celebrating My Telstra’s first birthday with new security features on the app

By Jenni Barnett March 9, 2021

It’s been 12 months since we launched the My Telstra app and we’ve spent that year adding new features and capabilities to put you in control of your Telstra experience.

Our latest security enhancements are an Aussie telco first and gives you an extra layer of protection from identity theft and scams. Multi-Factor authentication (MFA) leverages the security on your phone to secure your account and personal information. You can now set a Telstra PIN and use finger or face recognition to protect your account.

By updating your app security settings to include MFA a 4-digit Telstra PIN or biometric touch & face ID you can have peace of mind that your personal data is safe. This new ID platform is a global security standard, and we’re leading the way in this space because we know how important it is that your information is secure.

Currently, MFA is used when updating your details in the app, but over the coming months we’ll be extending its functionality to include to identity verification when speaking to one of our support agents – both in person or over the phone.

To set up your Telstra PIN, Face ID or manage your security settings, simply tap on Profile, and select Security setup to get started. It’s easy to enroll and provides peace of mind that your data and information is safe.

A big year

My Telstra app

Today also marks exactly one year since we launched My Telstra, and since then we’ve been working tirelessly to make our self-service app a one stop shop by adding over 70 new features and enhancements in the past 12 months.

A few of the big changes and additions made to My Telstra in the past year:

  • Device locator – no one wants to lose their phone, and device locator helps you make sure that doesn’t happen. Using your data connection and GPS, you can login to your account on another device and find exactly where that bus seat is that your phone fell out onto.
  • The all new look Telstra Plus Digital Membership cardcustomers can access their membership benefits, check their points balance, and browse the Rewards store. Plus, silver and gold members get VIP service when they message us in the app.
  • Customers can now secure their spot in a store queue ahead of their visit. They’ll also be able to track their progress as they move up the line so they can go about their day and get notified when they are ready to be served
  • Enhanced service disruption capability proactively notifying outage updates to customers when there is planned maintenance or a network outage – customers can also keep track of reported faults.

All these updates have been based off your feedback, both directly and from App Store reviews, as we try our best to make My Telstra completely customer first, packed full of the features you’ve asked for.

We’ve even managed to boost our Apple App Store rating from an average of 1.8 stars when we first launched, to 4 stars currently.

So yes, it’s been quite the year with My Telstra, and the next 12 months are only going to be bigger. So please, if you haven’t already, download the My Telstra app on Android and iOS and let us know what you love, what you don’t and where you think anything can be improved. We’re all ears.

Tech and Innovation |

A faster way to queue safely with the My Telstra app

By Jenni Barnett December 9, 2020

We’re always making improvements to the My Telstra app, to give you the best digital experience out there. This month’s updates include a new and smarter way to get served in our stores with digital queueing.

We’re working continually to add new features to the My Telstra app to make it even easier for you to manage your Telstra services – and even nab a few rewards along the way.

Join a Queue: a smarter way to safely queue

Joining a socially-distanced queue is a sign of the times, but with technology we can make the experience in our Telstra Shops convenient and fast. It’s called Join a Store Queue and it’s built into the My Telstra app from December.

You can use the app to join a queue at any participating store, even before you leave the house to ensure maximum efficiency. Join a Store Queue will even allow you to see how many people are ahead of you, providing an estimated wait time for the store of your choice via the app.

Once it’s your turn to be served, a SMS notification will be sent to your phone, and you’ll have 10 minutes to arrive at back in store and see one of our team. To join a store’s queue, simply head to the Get help tab in the app, select ‘join a store’s queue and select from the participating store list.

Making Telstra Plus more rewarding

Haven’t you heard? We’re making it even more rewarding to be a member of Telstra Plus, with new benefits for our members, including a better in-app experience.

Until now, tapping on your Telstra Plus info on the Home Screen, sent you to a simplified view of your Telstra Plus balance. Now you are directed to a redesigned, dynamic dashboard view. Featuring colour, graphics, and illustrations for a much more engaging experience.

Not only does it look much more appealing, it also connects to all things Telstra Plus in the one experience. From the dashboard view you can now:

  • See your tier, points, annual spend to date, and anniversary date
  • Redeem your points for rewards
  • View your points history
  • View the benefits you’re eligible for
  • See exclusive offers and discounts
  • Access VIP service as Gold member and Messaging support as a Silver member

On Silver and Member levels, you’ll also be able to see what you can do to level-up, and what benefits are waiting for you when you do!

And there’s more! This month, our app will also allow you to add on a Telstra Smart Wi-Fi booster to your account for better coverage in more places in your home.

Simply head to the Google Play Store or Apple iOS App Store to update for these and many more new benefits from the My Telstra app.

Tech and Innovation | Telstra News |

Find your lost devices with the updated My Telstra app

By Jenni Barnett September 10, 2020

We’re always busy adding great new features to the My Telstra app. This month we’ve added something you’ll really like: a Device Locator that allows you to find your phone when it wanders off!

The new Device Locator function allows you to track down any registered Telstra iOS and Android mobile phone, or even a SIM-enabled tablet.

When activated, the Device Locator places a pin on your map marking your device’s last known location. That means you’ll be able to find it fast.

Device Locator will also have advanced features in the future, with the ability to play a sound on your device to help you track it down faster, even when you drop it in-between the couch cushions! The Device Locator will also allow you in the future to put a message on the screen, so a Good Samaritan can return it when it turns up. Just one more way we’re making your life easier with the My Telstra app!

Speaking of making life more convenient, eligible customers are now able to manage their eSIM directly from their device using the My Telstra app. eSIM is a digital SIM card, which opens up the opportunity for you to have multiple phone numbers on one device. That’s right, no more carrying two phones. You can have work and personal numbers on one device and manage those numbers easily from the app.

Alongside these updates, you’ll now be able to view your 5G network access trial in the service summary screen in the app. In the future, you’ll also be able to check for 5G service coverage in your area in My Telstra. 5G is the next generation of mobile technology and has the potential to transform the way we live and work.

The 5G network access trial is available on selected plans so everyone with a compatible device has the opportunity to try 5G when in a 5G coverage area.

Keen to give 5G a go?* Upgrade to our new plans before 30 September.

The app will also help you stay on top of your bills, with more personalised push notifications. This feature will send customer in-app notifications to ensure you know when a bill is due.

You can download the My Telstra app for both Apple and Android devices, making it easy to view your services and bills and to make payments on the go.

Things you need to know

Existing Telstra 24×7 app users may need to manually upgrade their app by searching My Telstra in their app store, then tapping update.

*Only available in 5G coverage areas with compatible devices. Check our coverage maps online for more information.