FAQs for recharge & billing - Telstra Pre-Paid

My payment failed, what do I do?

If you've received an SMS advising that your payment has failed, here's what you need to do:

• Log in to your account online or App
• Check that your payment details are correct and that for a credit/debit card, it hasn't expired
• Try paying for your service and if successful, ensure you have enough funds next time
• If the payment is declined, check your bank balance/contact your bank to ask why the payment wasn't successful

How does Auto recharge work?

Exetel automatically recharges the same Mobile Plan when it expires (after 30 days). We'll send you an SMS and email to let you know we've recharged your plan. You can also opt-in to recharge your plan when you run out of data.

How often can I recharge / change plans?

You can recharge your Plan and Pay As You Go credit at any time. You can recharge the same plan, or change to a different plan at any time. If you upgrade your plan, all included Data Bank data and unused plan and bonus data will be carried over to your new plan. If you downgrade your plan, your Data bank will be reset to zero but you’ll keep unused plan and bonus data on your new plan.

How do I update, change or remove my credit/debit card and Direct Debit details?

To remove current payment details: Log in to your My Exetel online account/App, click on the "Manage Account" menu button, select "Account Details" then "Payment Information". Click "Remove payment Method". To add new details: Click "Add payment details", enter the new card or Direct Debit information, click "Update Payment Details".

Can I add more data if I run out before my plan expires?

If you've used all the data included with your plan, data will be blocked. Here's how to avoid that. Mobile Plans Purchase multiple 1GB Data Bolt-on for $10 or 5GB for $25 up to a maximum of 6GB (at any one time) above your included data allowance at any time during the 30 day period. Any unused data you add will rollover into your Data Bank, up to the limit. You could recharge or change/upgrade your existing Mobile Plan and your unused plan data and any migration or bonus data will be added to the Data Bank if you have sufficient space left in the Data Bank maximum allowance. Downgrading your plan will see you lose your Data Bank balance you help prior to the plan change. You can also opt-in to automatically recharge your plan if you run out of data.

How can I pay for my Exetel service?

MasterCard and Visa are accepted however there is a 1% surcharge on all credit card purchases to cover the cost of the service. You can also pay by Direct Debit to avoid the transaction fee.

How do I add PAYG credit to my Exetel service?

When logged into your My Exetel account, select the service you wish to add PAYG credit to and then select the PAYG recharge option.

How do I check my transaction history?

You can view your transaction history including previous re-charge (top up) transactions via your My Exetel online account and App.

When can I buy a Data Bolt-on?

You can buy a Data Bolt-on at any time. For Mobile Plans - Data Bolt-on’s can only be purchased online, via the mobile app or by speaking with one of our customer agents. Unused data in your Data Bolt-on will rollover to your Data Bank at the end of the 30-day plan period. Your Data Bank can store your rollover data up to its limit.