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Telstra Device Care FAQ

What is the Telstra Device Care App?
The Device Care app is a new tool from Telstra, that helps customers to transfer their data to a new handset and helps to troubleshoot common device issues.

What are the features of the Telstra Device Care app?
The Telstra Device Care app has three features.

1. Content Transfer and Back up – which allows you to transfer or backup and restore your Contacts, Calendar, Photos and Videos from your old handset to a new one.

2. Self-Care – which allows you to do a quick check of a number of common handset settings and make changes to keep your handset running better.

3. Assisted Care - get assistance from an authorised Telstra agent when you visit a Telstra Store by allowing the agent to connect to your device, run software and hardware tests and provide you with support for your device.

Will the app use my handset plan data?
No, the app will not allow you to transfer your data over the Telstra Mobile Network. You have to use a Wi-Fi connection.

If you are using a Telstra Mobile Broadband device as a Wi-Fi hotspot then data changes may apply on that device.

My devices won’t connect using the home Wi-Fi option. How do I fix this?
There are a couple of things to check.

1. Make sure you are connected to the same Wi-Fi network on both phones – transfers will not take place over the Telstra Mobile Network.

2. Try turning both your phones off and on to reset all connections.

3. The app will not transfer over some Enterprise (Corporate) Wi-Fi networks due to the added security settings. If possible try another Wi-Fi network or use the Basic Setup option.

My devices won’t connect using the Basic Setup option. How do I fix this?
There are a couple of things to check:

1. Make sure your handset is not in Airplane mode

2. Wi-Fi and Bluetooth must be turned on (even if not connected) to use Basic Setup

3. When transferring between Apple and Android handsets you will need to manually connect to the Android Wi-Fi network on your Apple phone.

Go to: Settings > Wi-Fi > Choose a Network and connect to the network using the password provided on the screen of your Android.

Will I be able to transfer between Apple and Android?
Yes, the app enables transfer between Apple and Android. When transferring between Apple and Android handsets you will need to manually connect to the Android Wi-Fi network on your Apple phone.

Go to: Settings > Wi-Fi > Choose a Network and connect to the network using the password provided on the screen of your Android.

How does the Self-Care option work?
The Device Care app uses the handset’s own operating system to run the Self-Care tests and fixes. We have made it easier to make changes and optimisations by providing a one touch solution.

How does Assisted Care Work?
The Device Care app generates a unique, one-time use combination of codes which will enable an authorised Telstra Agent to connect directly to your phone using a browser in store.

Through the portal the agent will have access to your phone's hardware and software settings, and they will be able to run tests to help you in troublehsooting your phone.

You can terminate the connection at any time.

Why won’t the app work over the Telstra Mobile Network?
We have excluded this option because transferring data over the Telstra Mobile Network may lead to excess data usage and charges.

If you do not have a suitable Wi-Fi network to connect to, we suggest using the Basic Phone-to-Phone option.

I don’t have a Google Drive account, can I use another cloud service (like Dropbox)?
No, at this time the app can only use Google Drive. You will need to create a Google account before accessing this feature.

Go to www.google.com.au and click the “Sign In” button on the top right of the web page. From there find the link to “Create an Account” and follow the steps.


Access to other cloud storage services will be coming to the Telstra Device Care app in the coming months.

Does the Device Care app store my Google Account details?
No, only the handset operating system has the ability to store your account details. The app uses a standard function to proxy access.

Why do I have to allow the app access to Contacts, Photos and Video?
The Telstra Device Care app needs to have access to your data in order to transfer it to another device. Our app will never access your data at any other time.

How does the app work?
The App uses open interfaces in the device operating system to give Telstra agents the ability to see and change your handset settings, with your express permission. The App uses the same interfaces to enable the transfer of your data to a new handset.

How do I use the app?
There are user guides for the Telstra Device Care App posted on https://www.telstra.com.au/support/category/mobiles-tablets/user-guides-help/how-to-transfer-content... which you can use to walk you through using the App.

Version history
Revision #:
10 of 10
Last update:
September 2017
Updated by:
 

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