Telstra Registration

Digital Certificate Users

1. Who can register to use Telstra Online Services?

Registration with Telstra Online Services is available to:

Residential and business 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?

Telstra supports the following operating systems and browsers for digital certificates:

Windows Users

For Windows-based computers (Windows 95/98/Me/Windows NT/2000/XP), you need:

Microsoft Internet Explorer - versions 5.0, 5.5 or 6.0^#
Netscape Navigator - versions 6.2 or 7.01^#

Macintosh Users

For Macintosh computers (Mac OS), you need:

Netscape Navigator - version 6.2^#

Internet Explorer version 5.1.3^#

^#Excluding pre-release browsers

Please note that for your browser to be able to download your digital certificate, it needs to have Visual Basic Script installed. This is a standard option on the browsers specified above. Older versions of Internet Explorer and Netscape Navigator/Communicator may not have Visual Basic Script installed. We therefore recommend you upgrade your browser to one of the versions specified above, before proceeding with the registration process.

You will also need the cookies enabled on your browser to be able to register.

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:

Select Tools, then Internet Options, then Security, then Custom Level.
Scroll down the list until you see a section titled 'Cookies'.
Select Enable for cookies that are stored on your computer and per-session cookies (for IE5).
Click 'OK' on Security settings
Click 'OK' on Internet Options

Using Internet Explorer 6.0:

Select Tools, then Internet Options, then Privacy, then Advanced button.
Select settings to be Medium or Medium High
Click on Default, Apply, then 'OK'

Using Internet Explorer 5.1.3 on MAC:

Select Edit, then Preferences, then Receiving Files
Select Never ask for When receiving cookies
Click 'OK'

Using Netscape Navigator:

Select Edit, then Preferences, double click Privacy and Security, double click cookies, select enable all 'cookies'
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, 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 digital certificates to enhance the security of your private information. Digital certificates are used to authenticate your identity when you attempt to access secure information or authorise requests. Digital Certificates use industry standard 128-bit SSL digital encryption technology that makes them extremely difficult to break into. This aims to ensure that communication between Telstra and our customers is secure.

2. What is the Telstra online PIN used for?

A PIN (Personal Identification Number) is used once to retrieve your digital certificate. When your digital certificate has downloaded onto your computer 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* (Residential Customers), FREECALL™ 1800 017 715* (Business Customers) or FREECALL™ 1800 017 353* (Corporate and Government Customers).

*A free call from most fixed phones.
™ 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* (Residential Customers), FREECALL™ 1800 017 715* (Business Customers) or FREECALL™ 1800 017 353* (Corporate and Government Customers).

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

Digital Certificates

1. What is a digital certificate ?

A digital certificate is a virus-free piece of software specially designed to protect your privacy and represent your personal identity on your computer. Digital certificates are "encrypted" for secure transmission. Digital certificates ensure that your details are kept private and secure.

Your digital certificate is downloaded to your computer through your browser, and is coded with your Telstra account details. Any time you wish to access private information or a secure application you will be prompted to prove your identity using your digital certificate.

2. Why do I need a digital certificate 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. The digital certificate ensures that the exchange of sensitive and private information between your computer and Telstra is secure. Furthermore, the digital certificate confirms the identity of both your computer and Telstra.

3. How do I download my digital certificate?

Once you have received your PIN, visit www.telstra.com/register to complete your registration. This will take you through a series of pop-up browser screens (ie. Microsoft Internet Explorer or Netscape Navigator screens) to download your digital certificate.

4. Why do digital certificates need names ?

Giving your digital certificate a unique name such as 'Telstra Certificate 1' or 'Home' or 'My fixed line' is important as it allows you to differentiate between other Telstra certificates you may create in the future. It provides an easy way to identify your certificates if you need to contact Telstra.

5. Where is my digital certificate stored ?

Your digital certificate is stored on the hard disk drive of your computer, within the browser you used to download it. You can only view your downloaded certificate through your browser.

To view your digital certificate, within an internet session, for Internet Explorer select Tools, then Internet Options, then Content, then Certificates. For Netscape Navigator Select Edit, then Preferences, then Privacy and Security, then Certificates, then Manage Certificates. You should see a record of your digital certificate here in your name.

6. What if I have more than one digital certificate stored on my computer?

If you have more than one digital certificate stored on your computer, each time you access private information you will need to specify which certificate you wish to use. A pop-up box will appear which contains all the digital certificates on your computer, listed in your name.

7. Does my digital certificate expire ?

Yes, digital certificates have strict time limits. This provides an additional level of security and ensures that your account details remain up-to-date. Telstra digital certificates have a 3-year lifetime from the date of issue.

When your digital certificate is about to expire you will be notified by Telstra to re-register. If your digital certificate has expired and you obtain a new one, you will need to delete your old one from your browser.

8. How do I delete my expired digital certificate from my browser?

Using Internet Explorer 5:

Select Tools, then Internet Options, then Content, then Certificates.
Select/highlight the certificate you wish to delete, then select Remove.
Select Yes in the pop-up box to permanently delete the certificate.

Using Netscape Navigator:

Select Edit, then Preferences, then Privacy and Security, then Certificates.
Select/highlight the certificate you wish to delete.
Select Delete
Select OK in the pop-up box to permanently delete the certificate.

9. How do I create a backup of my digital certificate?

To make a backup of your digital certificate you will need to 'export' it to another drive on your computer or a floppy disk on your a: drive. The digital certificate can then be 'imported' from the floppy disk to wherever you wish to store it. It is a good idea to keep a copy of your digital certificate on a floppy disk in the event that you lose it from your hard drive.

10. How do I export a digital certificate?

Using Internet Explorer:

Select Tools Internet Options, then Content.
For IE5 select Certificates to identify which certificate you wish to export.
Select/highlight the certificate you wish to export, then select Export. You will be presented with an 'Export Wizard' to help you through the process.
You will be prompted about exporting a private key with your certificate. For maximum security, select to export the private key.
You will be prompted about the export format of the certificate. Continue with the default format setting.
If you opted for a private key you will be prompted to create a password to protect your certificate. Enter a password.
You will be prompted to enter a file name. Enter a file name that you wish to export your digital certificate to, such as a:\. This will now save your certificate onto your nominated drive (or floppy disk, if you nominated the a: drive).

Using Netscape Navigator:

Select Edit, then Preferences, then Privacy and Security.
Select Certificates, then Manage Certificates.
Select/highlight the certificate you wish to export.
Select Backup, and follow the prompts.

If you have any difficulties, select the Help button/option on your browser and follow the prompts.

11. How do I import a digital certificate ?

Using Internet Explorer:

Select Tools (for IE 5), then Internet Options, then Content.
Select Certificates.
Select the Import button. You will be presented with an 'Import Wizard' to help you through the process.
You will be prompted to enter a file location where your certificate to be imported is currently stored (eg. the a:\drive).
You will be prompted to enter a password. For maximum security, enter a password.
You will be prompted about the certificate store. Continue with the default store setting. This will now import the nominated certificate into your Internet Explorer browser.

Using Netscape Navigator:

Select Edit, then Preferences, then Privacy and Security.
Select Certificates, and then Manage Certificates.
Select Restore.
You will be prompted to enter a file location where your certificate to be imported is currently stored (eg. the a:\ drive).
Select the certificate to be imported. This will now import the nominated certificate into your Netscape browser.
You will be prompted to enter a password. For maximum security, enter a password (optional)

If you have any difficulties, select the Help button/option on your browser and follow the prompts.

12. What happens if I lose my digital certificate ? (Business, Corporate and Government customers only)

Your digital certificate is stored on the hard disk drive of your computer, making it quite difficult to lose. However, if you do lose access to your digital certificate (for example if your hard drive fails) you have two options:

If you made a backup of your digital certificate, re-install the saved version of your digital certificate onto your computer. You do this by going to where you have stored the digital certificate, selecting the certificate icon (eg. double click) and following the prompts.
If you have not made a backup of your digital certificate, replace it online by visiting . You will need the answer to the secret question you created when you downloaded your original certificate, as well as the Telstra account number you originally applied with.

13. What are some tips for creating a secret question and answer?

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.
Try and make your secret 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.

14. What is the difference between primary and additional certificates?

A primary certificate is the certificate received by the customer following their original registration process. An additional certificate is an exact copy of the original digital certificate and will carry the same level of access. It is created and issued by the customer who applied for the original digital certificate.
Both the primary and additional certificate can be used to create secondary users.

15. How do I use my digital certificate on another browser?

Digital certificates are stored by your browser. As such, you must use the same browser to access Telstra Online Services. To use your digital certificate on another browser you will need to 'export' it onto a floppy disk or save it in another drive, then 'import' it onto the other browser. Please note that if the original digital certificate has been downloaded into an Internet Explorer browser then you can only export it to another Internet Explorer browser (eg. IE 5.0 to IE 6.0). The same applies for digital certificates downloaded into Netscape Navigator browsers. You cannot import a digital certificate from Internet Explorer to Netscape Navigator, or vice-versa. This is because the digital certificates are in different formats for each browser type.

Using Another Computer

1. Can I access my Telstra Online Services information from another computer?

Yes. Simply create an additional certificate to use on your second computer. From your Telstra Online Services Profile select the create an additional digital certificate link, then follow the prompts. You will be issued with a certificate ID and a PIN that allow you to download another digital certificate onto your second computer.

1. Can I give other people access to my Telstra Online Services information?

Yes. Giving other people access to your Telstra Online Services information is convenient if you want another person, eg. your partner, fellow employee or flatmate, to access these details. To do this, go to your Telstra Online Services Profile and select the create and manage secondary users link. A certificate ID and PIN will be forwarded to you to pass on to the secondary user, allowing them to download their own digital certificate for access to your information.

2. What is the difference between primary and secondary users?

A primary user is the customer who applied for the original digital certificate.
A secondary user is an individual who has been provided with a digital certificate by the primary user. A secondary user's access privileges to Telstra Online Services are determined by the primary user.

3. How do I allow another person to create and manage secondary users on my behalf?

When you request an additional certificate from Telstra you will receive a certificate ID number and PIN. Forward these details to the other person who will be managing secondary users on your behalf. They will need to enter these details in the registration page at www.telstra.com/register to download the additional certificate. The other person can then create and manage secondary users on your behalf using this additional certificate.

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 ?

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.

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.
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?

To access and use Telstra Online Services, you need Internet Explorer version 5.0, 5,5 or 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:

Select Tools, then Internet Options, then Security, then Custom Level.
Scroll down the list until you see a section titled 'Cookies'.
Select Enable for cookies that are stored on your computer and per-session cookies (for IE 5).
Click 'OK' on Security settings
Click 'OK' on Internet Options

Using Internet Explorer 6.0:

Select Tools, then Internet Options, then Privacy.
Select Settings to Medium or Medium High.
Click 'OK'

Using Internet Explorer 5.1.3 on MAC:

Select Edit, then Preferences, then Receiving Files
Select Never ask for When receiving cookies
Click 'OK'

Using Netscape Navigator:

Select Edit, then Preferences,

Double click Privacy and Security, double click cookies, select enable all 'cookies'.

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, GSM or CDMA mobile phone account number. Your account number appears in the top right-hand corner of your Telstra phone bill.

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 ensures that communication between Telstra and our customers is secure.

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* (Residential Customers), FREECALL™ 1800 017 715* (Business Customers) or FREECALL™ 1800 017 353* (Corporate and Government Customers).

*A free call from most fixed phones.
™ 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* (Residential Customers), FREECALL™ 1800 017 715* (Business Customers) or FREECALL™ 1800 017 353* (Corporate and Government Customers).

*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?

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?

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 Email Alerts.

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* (Residential Customers) or FREECALL™ 1800 017 715* (Business Customers).

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.
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.

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?

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.

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

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

Using Netscape Navigator

Select the Bookmarks menu
Either:

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 specific folder you have created in your bookmark list).