Change ownership of my Telstra service
Get help transferring your service to someone else.
Take me to
How to request a Change of Ownership
A Change of Ownership can be made over the phone, call 13 22 00, or find a store.
You can transfer a Telstra service to another individual or business for the following:
- mobile service
- home phone
- internet
- bundled services
- Telstra Plus points.
To process the Change of Ownership, we will need:
- The current owner of the service, or a full authority on the account to initiate the request
- For a mobile service, for you to have access to the service you'd like to transfer to a new account
- You to satisfy identity checks and,
- The new owner to satisfy credit checks if they are a new Telstra customer.
Upfront plans
Change of Ownership requests for upfront plans can be started by the existing owner and be finalised separately by the new owner. The existing customer will need to supply contact details for the new owner and will need to pass a transfer PIN to the new owner to enable the request to be completed.
Once the process is complete, the ownership transfer should be completed on the same day.
Good to know: The new owner can keep their existing payment method.
Non-upfront plans
Consumer plans purchased prior to June 2019 are likely to be contract plans. If all required information is available, the Change of Ownership request should be completed within 7 days. Mobile services may be unavailable for up to two hours during a transfer, but we'll let you know in advance. Telstra business broadband services transferring to personal plans can be unavailable for up to five days.
If your service being transferred is in contract, there may be associated contract or device early termination charges (ETC) to be paid by the current owner. Check your early termination charges.
Telstra Plus points
You can transfer your Telstra Plus points online to another eligible Telstra Plus account you have access to, if you are the account holder or a full authority representative. Please sign into Telstra Plus and use the below form.
Transfer points between your accounts online.
To transfer points to a Telstra Plus membership you don't have access to, message us in the My Telstra app.
You can't transfer:
- Some business grade products to personal customers - this includes services provided on the nbn® network. These services need to be cancelled and a new service purchased.
- Disconnected or cancelled services.
- BigPond mailboxes and Telstra Mail services can't be transferred. Ownership will remain with the current owner until such time that they choose to cancel the service.
Invitation for ownership
If you've received an email or SMS from Telstra inviting you to take ownership of a service, you'll need to visit us in store or call us on 13 22 00 to accept the invite. Make sure you have the following ready, otherwise we can't process the request:
- Your reference number (quoted in the email or SMS).
- The 4-digit transfer PIN given to you by the current owner.
- Access to your contact details (email address or mobile phone number) as given by the current owner.
- Acceptable forms of ID.
- Information to complete a Credit Assessment, if required.
- Information to set up AutoPay payments if you haven't already setup AutoPay with Telstra.
If the service is for a business account, you'll also need:
- Your ABN or ACN.
Frequently asked questions
About Telstra Upfront Mobile and Data Plans
If you have a no lock-in month-to-month Basic, Essential or Premium Mobile Plan, you have an Upfront Plan.
If you’re unsure what plan you have, sign in to the My Telstra app, go to Services > View or manage your plan, or check the Critical Information Summary you were given when you signed up.
Please call 13 22 00 or visit your nearest Telstra store we'll process the change request with you.
Before you visit a store or call, make sure you:
- Are the current owner of the service, or a full authority on the account.
- Have access to the service number you'd like to transfer to a new account.
- Have confirmed the new customer taking ownership of the service, can satisfy identity and credit checks.
If both current owner and new owner are available, the ownership transfer should be completed on the same day.
Yes, please call 13 22 00 or visit your nearest Telstra store and we'll process the change request with you. To process the request, we need:
- The current owner of the service, or a full authority on the account.
- The new owner. If you call us, we'll dial the new owner in to process the request all together.
- Have access to the service number you'd like to transfer to a new account.
- The new owner can satisfy identity and credit checks.
Please note, there may be service downtime and/or purchase of a new SIM-card required to process the request. When you contact us, we can review your account and give more detailed information.
Yes, we can do this. If we do not move the service to an Upfront Plan, you may be billed separately to your other services and bill payment methods.
If your service being transferred is in contract, there may be associated contract or device termination charges needing to be paid by the current owner. Check your early termination charges.
Over time all Telstra consumer and small business post-paid mobile and mobile data customers will be moved onto upfront plans. Ask us about the best value plan for you.
We cannot change services on an Upfront Plan onto non-Upfront Plans. Over time, all Telstra consumer and small business post-paid mobile and mobile data customers will be moved onto these new Upfront Plans.
The new owner could be eligible to change their existing services to Upfront Plans. To find out whether they are eligible to switch to the new Upfront Plans, they can check in the My Telstra app.
Until the existing services are transferred to Upfront Plans, the services will be billed separately.
About Change of Ownership
No. The app does not have functionality to support a Change of Ownership request. Please call us or visit a store.
Most Change of Ownership requests typically take up to seven business days, but this may vary depending on:
- The products being transferred
- Legibility and completeness of forms
- Number of services being transferred
- The type of transfer, eg: business to consumer
- The complexity of the order.
There are no Change of Ownership fees for fixed, mobile and internet services. For business customers, there is a $44 connect fee for inbound services, free call or priority numbers.
However, if you are on a non-upfront plan, you may incur an early termination charge (ETC).
We can still initiate the change of ownership request in two separate interactions. This means you can both contact us at different times or in different ways that work best for you.
The current owner can call 13 22 00 or visit nearest Telstra store to start the transfer request.
To start process the request, we need:
- The current owner of the service, or a full authority on the account
- The current owner to provide the new owner's name and contact details (email or mobile phone)
- The current owner to have access to the service number you'd like to transfer to a new account.
We will then send an invitation to the new owner. You'll need to give the new owner the transfer PIN to enable them to proceed with the Change of Ownership process.
For our consumer customers, we do not allow whole account transfer. We can transfer ownership of each service individually.
For our small business customers, we can process a whole account transfer if the new owner is a listed director of the business. Please contact us for more information.
For transfers that involve a Government or Enterprise entity, please contact your account manager or go to enterprise Change of Ownership support.
You generally don't need to complete a Change of Ownership for a change of account type. Please contact us to confirm eligibility and update your account to add or remove your ABN.
The current owner can message us or call us to request a new PIN.
Transferring to an Enterprise account
If you need to transfer your personal service to an enterprise account, go to enterprise Change of Ownership support.
If you need to request a transfer of your personal service from an enterprise account, go to enterprise Change of Ownership support.
Special circumstances
Priority Assistance is available to eligible consumer or personal customers who have their home phone service with Telstra or to small business customers who run their business from a residential address and are using a Telstra phone service which is not provided through our Digital Office Technology range of plans. Priority Assistance covers home phones only and doesn't apply to internet or mobile services. Read more about Priority Assistance.
You can contact us on 13 22 00 and say "Priority Assistance" to speak to our dedicated Priority Assistance Team who can assist with the Change of Ownership process.
We understand that taking care of your loved one's accounts and services can be stressful and overwhelming during this difficult time, so we're here to make it as easy as possible.
Find the relevant compassionate care support to help you transfer or cancel the account:
We can help you stay safely connected with support from our domestic and family violence assistance team.
You don't need to complete a Change of Ownership for a change of name. To change your name on your Telstra account due to marriage, divorce or a legal name change fill out and submit Change of Name Request form or visit your nearest Telstra store to present either ID documents in both your new and previous name or Australian issued change of name documents.
Visit your closest JB Hi-Fi or The Good Guys store to request a transfer of ownership and make sure:
- Both the current owner of the service and the new owner present.
- You have the service number you wish to transfer.
- The new owner can provide a valid form of ID and be at least 18 years old – please check the forms of ID we will accept.
- The new owner can satisfy the Credit and Identity checks.
We'll use reasonable efforts to transfer your service but may not always be able to. Some circumstances may require the new owner to take up a new plan if you choose to transfer your service. We'll discuss the options with you before proceeding.
Rather get in touch? Let's get you connected
Sign in to the My Telstra app
View your services, pay your bill, troubleshoot tech issues, contact us via messaging and much more
Chat with us
If you don't use My Telstra, you can still chat with us online.
Helping you when times are tough
Depending on your level of urgency, we have flexible options that can help keep you connected.