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Level 1: Cadet

Online & Telstra App payment, nearly always sucks.

Telstra, take this as you will... but as a mobile and broadband customer of 5 years... I'm sick to death of web\technical issues when trying to pay my bill.

 

I pay using paypal, via the my.telstra web page, and sometimes I pay via the Telstra App (IOS and recently Android)... I would guess that around 33% of my attempts to pay my bill over the last 5 years have resulted in some sort of technical error:

"we can't process your payment right now, come back later"

"404- Page not found"

 

I doubt I'm the only customer with this experience

 

Please make it easier to give you money. 

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Support Team
Support Team

Re: Online & Telstra App payment, nearly always sucks.

Hi Albeeny,

 

I can appreciate your frustrations and thank you for your feedback on making payments on our site. I have passed this feedback to our website team.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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Level 1: Cadet

Re: Online & Telstra App payment, advising technical difficulties when trying to make a payment

Is thus a known error?, any suggestions on how to fix it ?

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Support Team
Support Team

Re: Online & Telstra App payment, advising technical difficulties when trying to make a payment

Hi Florence. 

Apologies for the delay in response. 

There are no widespread issues with the 24x7 App or other online payment methods. 

If you are having trouble then firstly, I would recommend that you try clearing your Cache, Cookies & Browser History. If you are unsure how to do this, you can see instructions here https://tel.st/gb7hl.

 

If you are still unable to make your payment online, can you check to see if you have Telstra Broadband Protect turned on? This may sometimes cause problems & turning it off could resolve the problem. To check:

Log into your Telstra My Account https://tel.st/nbckc.
Click on the internet service you are using. 
Scroll down to the 'Add Ons' section of the page. 
If you have Telstra Broadband Protect, under the "Add Ons" section you will see the heading 'Telstra Broadband Protect' & if activated, there will be a 'Remove' button next to it. Click on the 'Remove' button to deactivate. 

If it's active but you don't have the 'Remove' button option there, please chat to the billing team who should be able to remove it remotely https://tel.st/fn4ds

Once you have tried the above, you can see if you have any luck making a payment using any of the payment methods here https://tel.st/rpra4

Regards - Tom

____________________

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