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All your Telstra Plus questions answered

Community Manager Community Manager
Community Manager

Telstra Plus, our loyalty program, rewards and recognises customers for being with us. As a customer with a Telstra Plus membership, you can earn points based on your eligible spend. You can use your points towards discounts on products in the Rewards Store. 


You can also access great membership benefits depending on your tier, such as discounted movie tickets, pre-sales to concerts and more. Find out more.

We’ve put together an in-depth FAQ to answer all your questions about the Telstra Plus program. If you have a question that you don’t see answered, just leave a comment below and we’ll do our best to answer it for you.



Telstra Plus FAQ

Is Telstra Thanks® still available?              
Telstra Thanks is leaving: Telstra Thanks benefits will be moving to Telstra Plus soon, so provided that you're eligible to join Telstra Plus, you can still enjoy all the Telstra Thanks benefits as long as you enrol in the new rewards program at telstra.com/plus. We'll let you know when Telstra Thanks benefits are ready to move into Telstra Plus. Unfortunately, business customers will not be able to access Telstra Thanks when it ends, but stay tuned for more updates about rewards for our business customers.

How do I join Telstra Plus?         

Anyone over 18 with an eligible active consumer (personal) or business Telstra service who has a Telstra ID can join Telstra Plus. Excludes Telstra enterprise and corporate accounts.

If you are not the account holder or a full authority representative (i.e.; you’re a limited authority representative), you will need to ensure the account holder or a full authority representative joins first.

You can join Telstra Plus with your Telstra ID. Join Telstra Plus now >

Don’t have a Telstra ID? Register your Telstra ID >

Please allow up to 24 hours for your Telstra ID to be activated before you can join Telstra Plus.

 

I am a business customer, can I join Telstra Plus?            

Yes. Anyone over 18 with an active eligible Telstra business or consumer (personal) service who has a Telstra ID can join Telstra Plus. Customers with Telstra Enterprise or Corporate accounts are excluded, as they may be eligible for another Telstra loyalty bonus or discount scheme.


Can I take out a membership for all my family's or business’ services/accounts?         
Yes, you can apply to combine up to 20 services to your nominated Telstra Plus membership account. In fact, you will be rewarded for having more services with Telstra, so we encourage you to consolidate your family onto the one membership. The points remain under the one account and can only be redeemed by the account owner or full authority.

Do I get different memberships for different accounts?
Your Telstra Plus membership is tied to your account so you can get different memberships if you belong to multiple accounts. However, your membership will be more valuable if you combine your accounts under one Telstra Plus membership, as you will be able to pool all your points. This may help you get closer to redeeming the things you want, as well as potentially getting access to higher tier benefits.

Can I join/enrol if I am a Telstra pre-paid customer?
Yes, you can if you are 18+ and have an active pre-paid service and Telstra ID.

Can I join if I am not a Telstra customer?
No. Only Telstra business and personal (consumer) customers can join the program.

 

What happens if I am unsubscribed from marketing? Can I still be part of the program?
When you first enrol in the program, you will be opted in to receive marketing from Telstra. You can manage and amend your marketing and communications preferences at any time after joining Telstra Plus through My Account or 24x7. If you opt out of receiving marketing, you may miss out on special offers and promotions.

I’m still having trouble joining the program, who can help?         
For further help on joining Telstra Plus, you can:

  • Visit telstra.com.au/plus
  • Call 13 22 00 for Consumer or 13 2000 for Business
  • Visit a Telstra store

 

MULTIPLE USERS ON ACCOUNTS

I have multiple accounts, do I have to enrol all of them?
All accounts associated with the Telstra ID that you use to sign up to Telstra Plus, and for which you are the account owner or full authority, will be automatically enrolled into Telstra Plus. If you have multiple Telstra accounts, each of which have a different Telstra ID, they will not be automatically enrolled and you will need to enrol them individually.

I have multiple accounts, why do they have different tiers?         
The amount spent on a consumer account is used to determine the accounts' tier:

Member - less than $1500 annual eligible account spend per membership year

Silver - $1500-$2999.99 annual eligible account spend per membership year

Gold - $3000 and above annual eligible account spend per membership year

If you have multiple accounts and you haven't combined them into the one Telstra Plus membership, then you will have a different tier for each account.

All business accounts are enrolled on the Business member tier.

I have multiple personal (consumer) accounts, can I combine them so I can get on a higher tier?
Yes, you can by visiting www.telstra.com.au/my-account/change-of-ownership to set up a change of ownership, or calling 13 11 22.

I have multiple users on my accounts? Do we all need to enrol? 
Yes. The account must first be enrolled in the program by either the account owner or a full authority. Once this is done, then all users on the account can enrol to access the program benefits. All you need is a Telstra ID to enrol.

Can everyone on the account redeem points?   
Only the account owner and full authority are able to use the points.

Can everyone on the account access tier benefits?          
Everyone who has joined the rewards program can access the Member level benefits, but only the full authority and account owner can access the Business, Gold and Silver benefits.

Can everyone earn points?         
Yes, but they will all accumulate under the associated account and only the account owner or full authority will be able to use the Telstra Plus points.



POINTS

How do I earn points?   
You will be rewarded with points based on your account spend every month. You will get 10 points for every $1 of eligible spend. From time to time there will also be other ways that you can earn points which we will promote to you.

Note: Some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

What is eligible spend?
Eligible spend is defined as money spent on the following products and services:

(a) Paying your monthly bill for your Telstra services (after any discounts or refunds are applied);

(b) Recharging your Telstra prepaid service;

(c) Buying a mobile handset or hardware from Telstra through monthly instalment payments

Note: Some exclusions apply on your account spend such as outright purchases, credits, refunds and late payment fees. See Telstra Plus Terms and Conditions.

When can I start earning points?             
You can start earning points from when you enrol in the rewards program. Your Telstra Plus Points will be automatically added to your points balance, typically between two and four business days from the time that Telstra receives your payment (approximately seven days in total).

 

I’m on an inexpensive home phone fixed plan, is there any point to me joining?       
Absolutely, all eligible spend on your bill will earn you points so it’s worth joining up. Everyone with a Telstra Plus membership will be able to access our Member level benefits of discounted tickets and pre-sale access to concerts.

When do points expire?
Points expire 3 years from date of earning.

How can I see my points?            
You can view your points by logging in to My Account at telstra.com/plus or through the Telstra 24x7 App 

How long does it take for points that I earn to appear in My Account/24x7?        
Your Telstra Plus Points will be automatically added to your points balance, typically between two and four business days from the time that Telstra receives your payment (approximately seven days in total).

What happens to my points if I leave Telstra or opt out of the rewards program?              
Your Telstra Plus Points expire 12 months after the Account Owner and Full Authorities have un-enrolled or 12 months after the last service is removed from the account.

What happens if I am refunded a payment?       
Your points will be recalled for the refunded amount. If you have spent the points then your points balance may go into negative.

I have been a Telstra customer for a long time, do I get anything for my tenure?
From time to time we will have different promotions which may include giving customers bonus points based on how long they have been with us.

Can I transfer/share my points with friends/family/business colleagues?        
Yes, as long as you are the account owner or full authority on the account, you can transfer Telstra Plus Points to any other legitimate Telstra account enrolled in Telstra Plus.

TIERS & TIER BENEFITS

What are Telstra Plus tiers?         
Tiers are different levels of membership in the Telstra Plus program. For consumers, the more you spend with us, the higher your tier, the more benefits you receive.

Member
 is our entry level tier, followed by Silver and Gold for personal (consumer) customers.

All Business customers are enrolled on our Business member tier.

What are the benefits of each tier?         
All the tiers have certain benefits. Find out more about tier benefits.

How do I qualify for a tier?         
For existing personal (consumer) customers, your initial tier is based on your eligible spend in the last 12 months with Telstra. If you are a new personal (consumer) customer to Telstra, you will start the program at Member level and as long as you are in the rewards program, you will move up if your account spend hits a certain level in your membership year. Spend level per tier to qualify are as follows:

Member - less than $1500 annual eligible account spend per membership year

Silver - $1500-$2999.99 annual eligible account spend per membership year

Gold - $3000 and above annual eligible account spend per membership year

All Business customers are enrolled on our Business member tier.

I just joined Telstra, what tier am I in?    
All new personal (consumer) customers who have enrolled in the rewards program will join the program at Member and will move up a tier based on our standard program rules of spend within your membership year. All business customers are enrolled in the rewards program on the Business member tier.

Note: You must join the loyalty program as a new customer.

Can I choose what type of rewards I’d like to receive?    
Our rewards have been chosen to ensure that there is something for everyone. Depending on your tier, you will have access to benefits and it will be your choice as to how you might best enjoy them.

How do the different tiers work?             
For personal (consumer) customers, the achievement of different tiers unlocks more benefits for customers. You are able to go up a tier at any time based on your eligible account spend during your membership year. When you do go up a tier, you will stay there for the remainder of your current membership year plus the following membership year. All business members are enrolled on the Business member tier.

What benefits do I get?
This will depend on which tier you are on. Find out more about tier benefits.

As a personal (consumer) customer, how and when will I move up a tier? Do I need to do anything?
Once your spend hits the qualifying amount, you will automatically be moved up a tier and will remain in that tier for the remainder of your current membership year plus the following membership year.

As a personal (consumer) customer, how and when will I move down a tier?
Customers move down a tier at the beginning of the next membership year if their spend in the current membership year does not meet the threshold spend.

Example: If you join Telstra Plus on 28 March 2019 as a Member and reach $3,000 of eligible spend on 15 January 2020, you’ll attain a Gold Membership on 15 January 2020.

However, if your eligible spend between 28 March 2020 and 27 March 2021 (i.e your second membership year) is $2,400, which doesn’t reach the Gold Membership threshold of $3,000, you’ll be moved to the Silver Membership tier at the beginning of your next membership year, which in this case is your third membership year starting 27 March 2022 (unless your spend between 28 March 2021 and 27 March 2022 increases and passes the Gold Membership level threshold again).



REDEEMING REWARDS

 

Who can use points to redeem from the Telstra Plus store?         
You must be a full authority or account owner to redeem rewards using your points in the Telstra Plus store.

What rewards are available to redeem? 
Our Telstra Plus store is coming soon so keep an eye out for these rewards.

When can I redeem rewards using my points?    
Browse the Rewards Store >

How long will it take me to earn a new phone?  
This will vary greatly depending on your spend and the type of handset you wish to redeem against.

If I am about to earn points for a transaction, can I apply those points to that same transaction?
No. Points earnt from a transaction cannot be redeemed in the same transaction.

Where can I redeem?    
Redemption is available online through our Telstra Plus Rewards Shop.



OTHER

Will Telstra be collecting info about customers? What will they be doing with this data?
With your permission, Telstra will collect and use your data in accordance with Telstra's Privacy Statement. This includes using your information to tailor and personalise your Telstra experience. You can see Telstra's Privacy Statement here.

Can I un-enrol from Telstra Plus?             
Only the account owner or full authority can un-enrol from Telstra Plus. If both the account owner and the full authority on the account un-enrol, then the entire membership is un-enrolled. To stay enrolled, one of the account owner or full authority must always be enrolled in Telstra Plus.

Example: In the case where a Telstra Plus Membership has three users – a Full Authority, Account Owner and Limited Authority.

If the Account Owner un-enrols, the loyalty membership stays active as the Full Authority remains active. If the Full Authority then also un-enrols, the membership is then unenrolled as there are no users with adequate authority. 

 

What happens to my points if Telstra assigns me an Account Executive and I’m no longer recognised as a Small Business?              

If your small business account becomes an Enterprise account, you will no longer earn Telstra Plus Points, and your points will expire in 90 days from the date of the account change.

Your Account Executive can arrange a points transfer to another Telstra Plus membership within 90 days by calling 13 20 00.

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12 Comments
Level 21: Augmented
Level 21: Augmented

OTHER #2

 

With the thousands of pensioners out there, what do they do when they don't have a computer, let alone a Telstra ID#?

Lio1
Just Registered

Only the account owner or full authority can un-enrol from Telstra Plus. If both the account owner and the full authority on the account un-enrol, then the entire membership is un-enrolled. To stay enrolled, one of the account owner or full authority must always be enrolled in Telstra Plus. ????

 

testok519
Level 3: Gumshoe

if i was to buy a discounted movie ticket will that be taking away from my points?

Support Team
Support Team

Hi @testok519

 

Thanks for reaching out. 

 

When Telstra Plus is available there will be benefits at different tiers that don't require points to be redeemed. This will depend on which tier you are on. We haven't released the benefits yet but once we do you will see that all members will be able to access the benefit of discounted movie tickets and pre-sale access fir a variety of sport and entertainment experiences. 

 

Let me know if you have any further questions. 

testok519
Level 3: Gumshoe

will i get points if i recharge by voucher or is it card only?

Support Team
Support Team

Hi.

 

From the above post:

 

What is eligible spend?
Eligible spend is defined as money spent on the following products and services:
 

(a) Paying your monthly bill for your Telstra services (after any discounts or refunds are applied);

(b) Recharging your Telstra prepaid service;

(c) Buying a mobile handset or hardware from Telstra through monthly instalment payments

As you will be recharging your prepaid service, you Telstra Plus balance will increase based on the amount you recharge. The method you use to recharge does not have a bearing on how many points you earn.

 

In other words, yes, you will still get points if you recharge using a voucher Smiley Happy

 

-Kieran

TGB1969
Observer

Can you see how you've accumulated points, I can see my points however nowhere does it show how I've accumulated them.

Support Team
Support Team

Hi @TGB1969,

 

Yes you can. If you log in here and scroll down to the bottom of the page you will see your points balance and recent points history. At the bottom there is an option to view your extended points history too.

TGB1969
Observer

thanks Ashley, not long after I asked the question I actually found them and felt like a bit of a dill for asking Smiley Happy

 

Mark5555555
Just Registered

Hi

They have taken points from my account two products that I had selected got the email confirmation but still have not received the products 3 weeks later does anyone else have this problem