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.

Young woman on mobile phone in living room at home
Tech and Innovation | Telstra News |

What’s new in the My Telstra app for July

By Jenni Barnett July 22, 2020

Young woman on mobile phone in living room at home

We love hearing feedback from our customers – it helps us improve and ensures we’re developing tools and products that you want to use. That’s why we’ve enhanced stability and improved performance in My Telstra, plus our latest monthly update adds new features to help you manage your account with ease.

Here’s what we’ve added to the My Telstra app in our most recent update. 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.

My Telstra: July updates

My Telstra app - track a fault - fault tracker

Track faults and appointments
You can now check the status of any reported fault or service interruption through the Get Help screen. If you have an appointment for an nbn faults technician to come to your home, you can view and reschedule appointments within the app. Just tap on Get Help and then Track my reported faults to get started.

See and manage who has authority on your account
On the Profile screen, you can now view and manage who has authority on your account. You can also re-verify your account contacts, change their authority level and remove outdated contacts.

Personalised Telstra Plus dashboard
A new rewards dashboard puts everything Telstra Plus in one place. Simply go to your Home screen to see your points balance, current member benefits and more.

Even more entertainment and media services available
BINGE is Australia’s unturnoffable streaming service, packed with binge-worthy, award-worthy and share-worthy shows ready to go on your favourite devices and it’s now available in the My Telstra app in the Services screen. Plus, now you can explore a range of Telstra News including Entertainment, Business and Devices.

How do I get the My Telstra app?

Simply visit the App Store or Google Play and search for My Telstra.

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

Beat scammers, and broken hearts, this Valentine’s Day
Tech and Innovation | Telstra News |

In-app messaging: the fastest way to get in touch with us

By Meg Bonighton June 29, 2020

Did you know on average, we have at least three different messaging apps on our phones? From Facebook Messenger to WhatsApp it’s now one of the preferred ways we communicate. That’s why we’ve rolled out a new way to get in touch with us via messaging in the My Telstra app. It’s now the fastest way to get in touch with us for support when it best suits you.

COVID-19 has fundamentally changed the way we interact with each other. People are calling less and messaging more. Everyone is going online to find answers. That’s why we’re rapidly changing the way you can contact us when you need support.

Messaging in the My Telstra app is a convenient way to get help. Unlike our old Live Chat interactions, the conversation happens on your schedule. Just as you would experience in other messaging apps that you use, you can jump in and out of the MyTelstra messaging conversation as it suits you. And your history is always there so you have a record of the interactions.

My Telstra app

Our always-on Messaging service also means no idle time between conversation, no dropouts, and a more personalised experience.

The types of queries we can resolve via Messaging include; billing, service, faults, sales for consumer and small business customers.

In-app messaging is the next step in our digitisation journey. It’s all part of our T22 strategy working towards simplifying our business while offering great service, all supported by Australia’s largest, fastest and smartest next generation network.

To access Messaging, download the My Telstra App.