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Frequently Asked Questions (FAQ)

Getting Started - Registration and System Requirements
 
1. Who can register to use Telstra Online Services ?
 
Registration with Telstra Online Services is available to:
  • Residential and business customers.
  • Single Bill customers.
  • Telstra Mobile GSM and Freedom™ CDMA Mobile phone customers.
Please note this service does not support customers with accounts managed by other Service Providers (eg. Optus, AAPT).

™ Trade mark of Telstra Corporation Limited ABN 33 051 775 556
 
2. How do I register with Telstra Online Services?
 
It's easy. Fill the 4-step process at www.telstra.com.au/join. You will need to have your account number with you to register. You will receive a 'once-off' PIN (Personal Identification Number) from Telstra which will enable you to complete your registration.
 
3. What are the system requirements for using Telstra Online Services?
 
Return to top of page To access and use Telstra Online Services, you need Internet Explorer versions 5.0, 5,5, 6.0#, or Netscape Navigator version 6.2 or 7.01#. This is for both Windows and Macintosh operating systems.

Please note you will also need the cookies enabled on your browser to be able to register.


#Excluding pre-release browsers
 
4. What is a cookie ?
 
A cookie is a small amount of textual information that is temporarily stored in your browser on your computer. This information can be retrieved for reference to future browser activity. Telstra uses cookies to make travel around telstra.com easier for you. We use cookies to let us know you have already logged in. This means you only have to log in once in a single session, instead of logging in every time you use a different telstra.com application or product within a session. The information stored in cookies is encrypted to protect your privacy and is only meaningful to telstra.com.

The cookies on your browser are generally enabled by default, however if you are not sure, we recommend you check your browser settings.

 
5. How do I enable the cookies on my browser?
 
Using Internet Explorer 5.0, 5.5:
  1. Select Tools, then Internet Options, then Security, then Custom Level.
  2. Return to top of page Scroll down the list until you see a section titled 'Cookies'.
  3. Select Enable for cookies that are stored on your computer and per-session cookies (for IE5).
  4. Click 'OK' on Security Settings
  5. Click 'OK' on Internet Options
Using Internet Explorer 6.0:
  1. Select Tools, then Internet Options, then Privacy
  2. Select Settings to Medium or Medium High
  3. Click 'OK'

Using Internet Explorer 5.1.3 on MAC:
  1. Select Edit, then Preferences, then Receiving Files
  2. Select Never ask for When receiving cookies
  3. Click 'OK'
     
    Using Netscape Navigator:
    1. Select Edit, then Preferences
    2. Double click on Privacy and Security, double click cookies, select enable all 'cookies'
    3. Click 'OK'

    6. What is a Telstra account number ?
     
    To register with Telstra Online Services, you can use any Telstra residential or business phone account or GSM or CDMA mobile phone account number. Your account number appears in the top right-hand corner of your Telstra phone bill.
     

    Security
     
    1. What security measures has Telstra put in place?
     
    Telstra currently uses industry standard 128-bit SSL encryption technology to protect the security of your private information, including your account details and your password. This technology makes it extremely difficult for anyone to break into our systems, and aims to ensure that communication between Telstra and our customers is secure.

    Return to top of page A username and password are used to authenticate your identity when you attempt to access secure information or authorise requests. To protect your information, it's important you don't share your username and password with anyone.

     
    2. What is the Telstra online PIN used for?
     
    A PIN (Personal Identification Number) is used once to verify you as the account holder who has applied for registration. Once you have registered your PIN is no longer necessary. PINs expire 21 days after your initial application so it is important for security reasons that you use your PIN as soon as you receive it.
     
    3. What happens if I lose or forget my PIN?
     
    If you lose or forget your PIN, you can get a new PIN issued to you by phoning FREECALL™ 1800 266 000* between these hours:
    Monday - Sunday8:00 am - 12:00 midnight

    *A free call from most fixedphones.
    ™ Trade mark of Telstra Corporation Limited ABN 33 051 775 556.
     
    4. What do I do if my PIN has expired or doesn't work?
     
    If your PIN has expired or doesn't work, you can get a new PIN issued to you by phoning FREECALL™ 1800 266 000* between these hours:
    Monday - Sunday8:00 am - 12:00 midnight

    Return to top of page *A free call from most fixed phones.
    ™ Trade mark of Telstra Corporation Limited ABN 33 051 775 556.
     

    Username/Password
     
    1. What is a username ?
     
    A username is a name you use for logging on to access your online account details and your telstra.com. The same name forms part of your free# email address at telstra.com when you register with Telstra Online Services. So if, for example, your username is johncitizen, your email address will be johncitizen@telstra.com

    #You may still incur costs accessing the Internet

     
    2. What is a password ?
     
    A password is a word, or number, or combination of letters and digits that allows Telstra to verify your identity when logging on to access your online account details or your telstra.com. Your password allows you to ensure that only you can log on to access this information.
     
    3. What are some tips for choosing a password?
     
    • Return to top of page Choose a password that is easy for you to remember, but difficult for others to guess.
    • Don't choose a password you've used before or are using now for access to something else.
    • Make sure your password is between 4 and 16 characters long (at least 4, but no more than 16 characters long).
     
    4. Why do I need a username and password to access my Telstra Online Services information?
     
    Some of the Telstra Online Services features, such as Calls Yet To Be Billed and Online Bill, have several advanced functions that include showing details of the calls you have made on your service since your last bill was issued. Your username and password ensure that the exchange of sensitive and private information between your computer and Telstra is secure.
     
    5. How do I get a username and password ?
     
    Once you have received your PIN, visit www.telstra.com/register to complete your registration. This will take you through a series of screens which include a form for creating your own username and password.
     
    6. What if I already have a telstra.com or BigPond username and password?
     
    Return to top of page When you register, you will be prompted to either 'link in' an existing username and password, or create a new one. If you are a member of telstra.com or a BigPond user and already have a username and password you can choose to link these to your online account details. This way, you can use the one username and password to access your online account details and telstra.com products such as Webmail and Notify Me.
     
    7. Do my username and password expire ?
     
    No. Your username and password will remain the same unless you forget either of them.
     
    8. What happens if I forget my username or my password?
     
    If you forget your username, you will need to phone FREECALL™ 1800 266 000 *between these hours:
    Monday - Sunday8:00 am - 12:00 midnight

    Return to top of page If you forget your password you can select the Forgotten your password? link. This is conveniently located close to the field where you must enter your password. Selecting this link will take you through to a screen where you will be prompted for the answer to your secret question.


    *A free call from most fixed phones.
    ™ Trade mark of Telstra Corporation Limited ABN 33 051 775 556.

     
    9. What is a secret question and answer ?
     
    Your secret question and answer are an alternative way of identifying you in the event that you forget your password. When you register you will be asked to create these.
     
    10. What are some tips for creating a secret question and answer?
     
    • Ensure your secret question and answer are in no way related to your password.
    • Think of a question to which only you know the answer. Don't pick a question someone else is likely to know the answer to, like "What is my dog's name?" or "What is my football team?". Pick something more obscure, and difficult for someone else to guess.
    • Choose a question there is only one answer to.
    • Choose a secret answer that is unlikely to change over time.
    • Return to top of page Try and make your answer one word, as a full sentence or sequence of words will be harder to remember.
    • Don't use any punctuation in your secret answer as you are less likely to remember things like apostrophes or full stops.
     

    Using Another Computer
     
    1. Can I access my Telstra Online Services information from another computer?
     
    Yes. You can use your username and password to log in to your Telstra Online Services information from most computers.
     

    Managing My Information
     
    1. How do I update my contact details ?
     
    In order to update your contact email address or daytime phone number, you will need to navigate to the Contact Details link on your Telstra Online Services Profile. From there you will be guided through the process.
     
    2. Can I update my account details ?
     
    Return to top of page Yes. If you wish to add another account to your Profile information, simply navigate to the Account Details link on your Telstra Online Services Profile. Once you have updated your account details, Telstra will check the details entered and add the new account number.
     
    3. How can I update my product access ?
     
    Select the Product Access link on your Telstra Online Services Profile. Select the product you wish to gain or discontinue access to and update your profile.
     

    General
     
    1. How do I bookmark a page ?
     
    To save, or 'bookmark' the website page you are currently on so you may access it again at your convenience...

    Using Internet Explorer

    1. Select the Favorites menu (at the top of the screen), then select Add to Favorites
    2. (Optional) Modify the name of the page
    3. (Optional) Select a folder in which to store the page
    4. Select 'OK'

    Using Netscape Navigator

    1. Select the Bookmarks menu
    2. Either:
      • Return to top of page select Add Bookmark (NS6.2) or Bookmark this page (NS7.01) (which will add the page to your bookmark list)
      • select File Bookmark, and select the folder you wish to file your bookmark under (which will add the page into a folder which you have created in your bookmark list).
     
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