You’re need to use two-step verification to manage or make changes to your account and services via My Telstra, on the phone or in store. This will help ensure that we’re talking to you and not someone pretending to be you.
If your contact details are incorrect or you haven’t set up a Telstra PIN, you won’t be able to access your Telstra account online or via one of our call centres.
Two-step verification is an increased level of security that helps protect you from fraud and identity theft. It’s an important way to prevent unauthorised access to your account because even if a third party were to gain access to your password, they wouldn't be able to complete the second verification step needed to access your account.
It's a mandatory step for our customers following the introduction of new customer identity verification rules by the Australian Communications and Media Authority (ACMA).
Make sure your contact details and mobile number are up to date in My Telstra. That way, you can receive a one-time code to verify your identity when you get in touch with us.
Here’s how:
As a Telstra customer, you'll need a Telstra PIN to securely log into My Telstra. The good news is that it only takes a moment to set up and you can do it right now:
This information is needed so we can run a credit check to confirm your ability to pay for the service you’re ordering. If you’re unable to complete two-step verification and we need to verify who you are, we may request your ID. This is to protect you, and us, against fraudulent activity.
Telstra collects your information for a variety of reasons associated with providing you a service in accordance with our privacy policy.
