pre paid

[Binky1]

On my phone I have pre paid, I set up auto recharge but it didn,t work. So I tried to pay through pay pal my ususal way of paying and it didn,t work. So paid through visa and it still isn't working. The payment is sitting in my bank so I know it went through .Don;t want to try again as I will lose my $30. The phone won't work until I solve this.

[Jupiter]

You will need to contact Telstra to find out why the payments are not going through. You can try calling 132200 and asking for "PrePaid" at the prompt, or you can send a message by either:

• the My Telstra app on your mobile
• logging into your account via the telstra.com.au website

and then go to the Get Help tab and click on the blue icon at the bottom of the screen (labelled Message Us on the website, icon only on app). If the bot doesn't understand the query, type "Speak to a consultant" and you should be transferred to the queue to chat with a human. It can take a few hours to get an initial response. If you use the app, you will get a notification on your mobile when someone responds.