Manage failed payments

10 business days after a failed payment

If you still haven't made a payment 10 business days after your monthly AutoPay payment date, your services will be restricted and calls can only be made to emergency numbers.

To remove your service restriction, pay the overdue amount in full via the My Telstra app. Your service restriction will be lifted within 1 hour of a successful payment being made.

If you don't pay by your next monthly payment date, some or all of your services and device repayment may be disconnected. You'll receive an invoice from us with the remaining amount of your device to be paid as a lump sum.

To ensure your AutoPay goes through next month:

• Check and update your AutoPay details in the My Telstra app
  
  1. Select Payments
  2. Go to Manage payment methods.
• Check that your default credit card details haven't expired
• Make sure that your preferred AutoPay method is set as default.

Depending on your level of urgency, we have flexible options that can help keep you connected.

Explore payment assistance

Sometimes the direct debit fails to set up. The best thing to do is wait 24 hours after submission and check My Telstra to see if the direct debit is active. If it isn’t, you may have to resubmit and try again. Double check that:

• You have paid your bill in full as any amount owing on your account will prevent the direct debit from successfully being set up
• Your payment details are correct.
  

Possible reasons why your direct debit didn’t go through:

• Your credit card may have expired
• You may have insufficient funds in your account
• Your financial institution may have had a problem on their end
• If you previously requested a payment extension, your direct debit may have been paused
• You have an overdue amount on your account.

To avoid a late fee, you’ll need to make a payment now (the direct debit will not be processed again this month).

To ensure your payment goes through next month, sign in to My Telstra and:

• Check and update your  direct debit details in My Telstra:
  • In app: select Payments
  • In a browser: select Bill issued.
• If you've opted for a fixed amount to be deducted each month and your bill exceeded your limit, consider increasing it
• If you have a payment extension for this bill, your payment will restart.

  Tip: After you've made a payment, make sure you sign back in and check the status of your direct debit to see that it's been activated.

• Check that your saved credit card details haven't expired
• Contact your financial institution to ensure there are no issues with direct debits.
  

• If you're paying for a service that receives a monthly bill and your direct debit payment has failed two months in a row, we may cancel your direct debit.
• You'll need to sign in to My Telstra to set up a new direct debit.