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Help locate a lost device with Telstra Device Locator™

Community Manager Community Manager
Community Manager

What is Telstra Device Locator?

Telstra Device Locator allows Telstra customers to locate Telstra Post-Paid and Pre-Paid SIM-enabled devices under their Telstra account using GPS and the Telstra Mobile Network. Telstra Device Locator gives you the ability to:

  • Locate your Pre-Paid and Post-Paid devices on a map
  • Send tailored messages to a lost device
  • Make a lost device play a sound (when device has mobile coverage or is connected to Wi-Fi)
  • View all the devices on your account, both Android and iOS on the same map


What is Telstra Device Locator?


How does Device Locator work?
Telstra Device Locator is a new feature in the Telstra 24x7 App that uses GPS and the Telstra Mobile Network to locate lost devices. Customers will be able to see both Android and iOS devices on the same map; devices can be both SIM-enabled phones and tablets on your Telstra Account. Telstra Device Locator allows you to send a customised message to a lost device with a contact number or make lost device play a sound (battery power required) to locate the device.


Am I eligible to use Telstra Device Locator™?

Telstra Device Locator is limited to post-paid and pre-paid SIM enabled smartphones and tablets on your Telstra account only. It is also an opt-in service.


How does Telstra Device Locator impact my data usage and phone battery?
To perform this service, Telstra Device Locator uses a small amount of battery and data. Under testing this has shown the feature uses similar amounts of data to other apps that use location services.


How do I activate Telstra Device Locator™?
Telstra Device Locator is available as part of the Telstra 24x7 App, and can be used to locate Telstra pre-paid and post-paid SIM-enabled devices on your Telstra account. When first opening the app after updating or downloading, you’ll be prompted to enable Location Permissions which allows the Device Locator to operate.


Download the Telstra 24x7 App from the App Store or Google Play, or update to the current version to access the Telstra Device Locator.


How to activate Telstra Device Locator and find your lost phone/tablet on the Telstra 24x7® App


Can anyone add a customer’s phone to their Telstra Device Locator feature through Telstra’s 24x7 App?

Telstra Device Locator users can choose to share or not share their device location with other users under their Telstra account by selecting the share button on or off.  Where a user chooses to share the location of their device, anyone who has a Telstra ID to view the same customer account in the 24x7 App will be able to see the device’s location on a map.


When I opt-in for location permissions on the Telstra 24x7 App, what other new features do I opt-in for?

When Telstra 24x7 App users choose to opt-in and enable location permissions to use Device Locator, they’ll also become part of a Bluetooth® locator community that allows Telstra mobile customers to securely and anonymously help each other find lost valuables. When Telstra Locator launches this year, the service’s tags include Bluetooth technology. The Bluetooth locator community will help an owner find one of these tags and other compatible Bluetooth devices if lost. Find out more about the Telstra Bluetooth locator community, as well as further details on privacy and security.


Find out more about Telstra Locator and Telstra’s new location products.

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Thank you for your response.  As far as I can ascertain, all the settings are correct.  If these setting were not correct, surely the set up procedures for Telstra Locator should have made me change them.  I was certainly under the impression that I had fully operational location service for my phone.  (By the way, my phone is an android, not an iPhone).


I have a great suspicion that the problems are not with my settings, but with Telstra and the implementation of this “service”.  And I still cannot get Telstra locator to work on my iPad.  If my phone had been genuinely lost, Telstra Locator would have been totally useless and I would have been thoroughly annoyed.  Given that location services is one of the new initiatives of Telstra, I was interested to see how well it worked.  This experience gives me no confidence at all that Telstra will be able to provide a reliable service.


Anyway back to Google device locator, with which I have never had a problem.  

Telstra Products & Services Team
Telstra Products & Services Team


Hi @willpa thanks for your response and your feedback. I'm sorry Device Locator hasn't worked out for you.

I am using Device Locator successfully across a couple of iOS and Android devices on my own account, and I think with some troubleshooting we could get it resolved for you, but understand your decision to go back to the Google solution. 

If you change your mind, please reach out to me, or, give our team a call on 13 22 00 and they can run you through some troubleshooting steps over the phone. 

Level 2: Rookie
Hi  Just trying to figure out if I can still use my locator, last week my locator app was updated with the online play store version (v1.0.22) and since then I cannot get past the login screen after I enter my Telstra ID it comes back with "need a subscription", Have just called 132200 and confirmed that subscription still exists for my account (phone #), they said to go to support ???? looked through and could not find a suitable topic/solution. has any body got same issue?
Telstra (Retired)
Telstra (Retired)

Hey wayneandjo,


I'm sorry to hear of the issues with the locator not allowing you full access since the upgrade was completed to the app and apologise for any inconvenience this has caused Smiley Sad 


The best contact is with the Mobile Faults team on 132200 (24/7) and saying 'Mobile Faults' when prompted. They can work through the issue with the app and hopefully get this working correctly for you again.


Let us know how you go. 

Just Registered

Call 04******304

Support Team
Support Team

Hi @Kay21


Please don't post any personal contact information in CrowdSupport, this is a public forum. I have edited your post for privacy. 


Is there something that you need assistance with? 

Level 3: Gumshoe

I want to enforce device locator on a device on my account. The device belongs to me but is regularly used by my son. How do I stop the device from opting out? 

Telstra (Retired)
Telstra (Retired)

Hey bmanfield,


This feature of the Telstra Device Locator can be toggled off and on by the customer and is not able to be locked in at an account level. As such it would be up to the person using this service if the locator is toggled off or not. 


There are more details on how this service can be used at

Just Registered

Hi All,

i have found a Telstra locator, is there any way we can locate it's owner.

Appreciate your help.




Support Team
Support Team

Hi @Maddy28,


If you are able to drop it off at your nearest Telstra store the team can look at following it up. Can find all of your nearest stores with the locator here:

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