Frequently asked questions about Telstra Mail

Before you start, you'll need your Telstra email address and password. If you’ve forgotten either, you can recover your email address or reset your password.

To access webmail, sign in to My Telstra in a browser and go to Webmail. 

I forgot my username

To recover your Telstra email username, you’ll need the following information:

• Your email address
  
• Your Telstra home phone number
  
• Your mobile number
  
• Your date of birth

Recover username
 

I forgot my email password

To reset your Telstra email password, you’ll need the following information:

• Your username
  
• Your date of birth

Reset your password
 

Good to know: If you use a non-Telstra email program like Outlook or Windows Mail, you’ll need to update your password there too.

A Telstra ID is the username and password you use to access and manage your Telstra services online.

Learn more about Telstra ID

The setup is different for each device. You can find the specific instructions for your phone or tablet on our  device guides.

On the Mobile Support Page:

1. Search for your device name and model number
2. Select Messaging and Email
3. Select Set up your phone for Telstra Mail
    

If your device needs manual email setup, use our IMAP, POP and SMTP mail server settings.

This is Microsoft licensed technology that allows for the synchronisation of email, contacts, calendar, tasks and notes across mobile devices. Telstra Mail does not support EAS however follows open standards offered for email, contacts and calendar synchronisation i.e. IMAP, CardDav & CalDAV protocols.

See How do I sync my Telstra email contacts and calendar on my mobile device?

To keep your Telstra email address after closing your Telstra account, just let us know when you close the account. 

It’s free to keep for the first 12 months after you cease to be a Telstra customer. After that, it’s $79 a year. 

Critical information Summary on Paid Email (PDF, 53KB)

To close a mailbox:

Before closing a mailbox, you’ll need your primary Telstra email address and password. If you’ve forgotten either, you can recover your email address or reset your password. 

1. Sign in to My Telstra using your Telstra ID 
2. From the Home page, select the Profile icon at the top of the screen page. If you have more than one account, you will need to select the relevant account from the blue bar at the top of the screen 
3. Scroll down and find the existing mailbox, then from the left-hand menu, select Manage mailboxes
4. From the list, select the mailbox you wish to close and select Manage mailboxes
5. A new window will open. Select the mailbox you want to close and then select Close mailbox
6. Select Confirm. Allow 30 minutes for your mailbox to be closed.
    

To re-open a mailbox:

• Mailboxes closed more than 6 months ago are no longer available.
• If you’ve closed a mailbox in the last 6 months and would like to see if it can be re-opened, contact us.

Validating your new Telstra email address will make sure your account is secure and that your emails are sent to your correct address. 

How to validate your email address

When you receive a validation email from [email protected]

1. Open the email 
2. Click the Verify my email link
    

Good to know: If you want to change your email address or your email validation link has expired, contact us. 

If you received a validation email but haven’t requested a new email address, contact Telstra immediately by clicking the Let us know link in the validation email. 

You can have your Telstra Mail emails forwarded to another email address automatically. Here’s how: 

1. Sign in to My Telstra in a browser with your Telstra ID and password. 
2. Go to Settings –  the cog symbol  
   
3. Select Mail and then select Auto-forward
4. Tick Enable Auto-forward 
   
5. Enter in the full email address where you want emails to be sent in the Destination  field. To specify several email addresses, separate each one with a comma 
   
6. Keep a copy in your inbox  will be ticked by default. Untick this if you do not require copies to be kept 
   
7. Select the  Save  symbol.  

The use of a virtual private network (VPN) may affect your ability to access, send or receive emails. There’s a chance the IP address it assigns you may be on our block list.

Check if your VPN is active during email use. If it is, turn it off and try sending or receiving your emails. If your email now works, the inability to access your emails was because of your VPN.