How do I replace my screen or device with Upgrade & Protect?
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If you added Upgrade & Protect when you purchased your device, you may be eligible to upgrade to the latest device before your contract ends, or claim up to two screen replacements or damaged device upgrades per year.
Good to know: Upgrade & Protect can’t be added to your plan later, or to a device you purchased outright. Upgrade is subject to our standard credit assessment. Damage and redemption fees may apply.
What you'll pay
| If your device is in good working order | If your device is damaged | If your screen is damaged |
|---|---|---|
|
$249 per upgrade [terms]You can upgrade up to twice a year.[/terms] |
$99 per screen replacement [terms]You can get it replaced up to twice a year.[/terms] |
Note: You can only claim one of the following combinations in a 12-month period: 1 damaged device and 1 screen replacement, or 2 damaged devices, or 2 screen replacements.
How to book a screen replacement
Book a screen replacement in three easy steps.
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Sign in to My Telstra
Open My Telstra on your device.
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Select your service
Select Services, then your service. It’s the same as your phone number.
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Arrange replacement
Select Manage your device and accessories, then Replace your screen and follow the prompts.
How to redeem an upgrade
Follow these steps to get your new device and return your current one.
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Choose your new device
Select your new device, choose Keep your current plan. Choose Upgrade & Protect, answer the device questions to get your redemption fee, then add to your cart. We’ll conduct a credit check.
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Back up your data
Back up your information, remove your SIM card (if you have a physical SIM) and reset your device to factory settings. Check the detailed instructions we send with your eParcel.
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Return your device
Wait for us to send you a return eParcel. Return your current device within 14 days of receiving our eParcel. Your device will be re-assessed, and we’ll notify you of any additional fees or applicable refunds.
Frequently asked questions
No, the remaining payments for your device repayment will be paid on your behalf by our nominated second-hand device vendor if:
- You purchase a new mobile or tablet on an eligible device repayment with a Telstra Upfront Mobile or Data Plan
- You return your existing device to our nominated second-hand device vendor, together with your proof of identity and any additional documentation or information requested, within 14 days of purchasing your new device if upgrading online or over the phone; or you return your mobile phone or tablet to our second-hand vendor at the time of purchase if you upgrade in-store
- You pay the applicable redemption fee (based on the return device condition), and
- Your monthly device repayment and Upgrade & Protect fees are not overdue
- By exercising this option, you acknowledge that our nominated second hand device vendor will buy the device from you in return for an amount equal to the fee they will pay to us on your behalf, in part or full consideration of us waiving your remaining equipment charges for that device.
Before returning your device, make sure to complete the following:
- Back up your device. Save your contacts, messages photos, videos and music to your computer, a cloud service, SD card, or external hard drive
- Turn off ‘Find my iPhone’ or ‘Find my device’. If you leave this feature on, it may prevent the device from being factory reset and you may be charged a fee and your device will be returned to you unrepaired
- If you have an Apple device, turn off ‘Stolen Device Protection’
- Remove your SIM card if you have one. If you use an eSIM, remove it from your device settings, then factory reset your device.
Turn off 'Find my iPhone' on Apple devices:
- Open Settings on your device
- Select your name
- Select Find My, then Find my iPhone and toggle the switch to off
- Enter your Apple ID password
- Select Turn Off.
Turn off 'Find my device' on Android devices:
- Open Settings on your device
- Select Security
- Select Find My Device, and toggle the switch to turn it off.
Remove an eSIM profile from your device:
- Go to Settings
- Choose Mobile Data or Network & Internet, depending on your phone
- Select the eSIM you want to remove
- Go to Erase SIM, depending on your phone.
For more information on how to manage and troubleshoot your device, read our device guides.
Turn off ‘Stolen Device Protection’ on Apple devices:
- Go to Settings, then Face ID & Passcode
- Enter your device passcode
- Select Stolen Device Protection, then turn it off.
If you don't return your device, your Upgrade & Protect offer becomes void and depending on the device offer you have subscribed to, you'll either need to pay an early termination charge for the remainder of your device repayment term, or a fee which amounts to the Fair Market Value of the device. If your device was replaced under warranty, or insurance, you'll need to provide proof of replacement.
We can support online redemption of Upgrade & Protect on our Upfront Mobile plans. If you are on an older mobile plan which still has active Upgrade & Protect you can book an appointment in-store.
For products you buy from us, you have legal rights known as Consumer Guarantees. This includes a guarantee that those products will be fit for purpose, safe, durable, acceptable in appearance and free from faults for a reasonable period of time having regard to factors like the type of product and its cost. Consumer guarantees apply regardless of any manufacturer's warranty or Telstra policies and can apply even after the manufacturer's warranty has ended.
You're entitled to a solution if a product doesn’t meet a consumer guarantee. Where a product is faulty, the solution will depend on the type of fault and whether that fault is 'major'. For more information about what constitutes a 'major' fault, consumer guarantees and your return rights, please visit our page on faulty products – know your rights.
No, Upgrade & Protect is tied to the device repayment term. However, if you are on our Upfront Mobile plan with Upgrade & Protect, change of ownership is not supported.
When you redeem Upgrade & Protect, your device repayment contract ends and you enter a new device repayment contract for your new device. For customers taking up a new device repayment contract, we are required to perform a credit assessment.
This is to make sure you can meet your financial commitments without experiencing financial hardship. In the case that your credit assessment results in a low credit rating, you won't be able to add or redeem Upgrade & Protect for a new device.
Depending on the credit assessment results, we may provide different options - to pay a partial upfront payment, purchase the device outright, or both. With these options, you won't be able to add Upgrade & Protect to the device.
Partial upfront payment option
You may be given the option to make a part payment towards the new device to lower your monthly device repayments. If you purchase a new device with a partial upfront payment, Upgrade & Protect won't be added to the device.
Outright purchase option
You may be given the option to buy the new device outright. Upgrade & Protect won't be added to your new device in this case, as it's only available to devices on a repayment contract.
Upgrade & Protect can be removed at any time in My Telstra. If you cancel Upgrade & Protect part way through your month, you’ll continue to be covered for the period that you've already paid for.
Screen Replacement FAQs
Customers who have purchased Upgrade & Protect can have their screen replaced for $99.
You can choose to have a screen replacement technician come to an address in an eligible post code. Or you can mail-in your device to have the screen replaced.
Your device will be fitted with a replacement screen, which is consistent with the quality and grade of the Original Equipment Manufacturer (OEM) screen standard. It may be a refurbished or genuine OEM screen.
You can make a maximum of two damage redemption upgrades or screen replacements per device, within a 12-month period.
Your device must be in good working order. When you book the screen replacement, you'll be asked several questions to assess your device's condition.
For mail-in screen replacements, when you present the Australia Post digital return code (eParcel) sent by Assurant at Australia Post, you will receive a prepaid package to insert your device in for it be securely mailed to Assurant.
If you request an on-site replacement and the device does not match the assessment, we may charge you $79.
If you post your device to us but do not accurately record its condition, we may not be able to replace the screen. If this happens we will send your device back and charge you a $20 non-repair fee.
Charges will appear on your next bill or be automatically debited on your next invoice due date, if you are on an upfront mobile or data plan.
For a Screen Replacement mail-in, an Australia Post digital return code (eParcel) will be emailed from our vendor Assurant.
When you upgrade your device using Upgrade & Protect online or over the phone, you will receive an Australia Post digital return code (eParcel) via email or SMS from Telstra within 24 hours.
Once the device is received by our repairer, the screen replacement will be completed and dispatched within one business day. However, transit and delivery times can vary depending on your location.
Notifications will be sent to your contact email address. You will also receive SMS notifications when the technician is on their way.
In exceptional circumstances we may call on the contact number you provided with your booking.
You can change or cancel your appointment via My Telstra at any time before a screen replacement technician is on their way to your nominated address. You'll receive a notification when the technician is in-transit to your nominated address.
Please note - if you are not present when the screen replacement technician arrives, a call-out fee of $59 may apply.
By making a booking, you’re committing to be available with your device at any time within your selected time window. However, we will let you know when the technician is on their way.
If the technician arrives and you’re not present at the booked location, they’ll try to contact you. Failure to attend or present the booked device will result in the appointment being cancelled and a service fee of $59 will be charged to your Telstra account.
On arrival, our technicians are required to confirm their identity by showing you their Assurant Screen Replacement Technician identity tag and lanyard. They will also have the details of your booking including your device IMEI and make/model.
Our technicians are fully equipped to carry out screen replacement services from their vehicles. The service can also be completed contact-less with the device left outside and the technician working in their vehicle. Please note that on completion of the screen replacement you will be required to sign an acknowledgement that you are satisfied with the work.
All screen replacements come with a 12-month warranty from date of the screen replacement. If you have issues with your screen after replacement, please contact us. This warranty does not impact your rights under Australian Consumer Law and any consumer guarantees, to the extent that they apply.
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