Ask a Question.

Need help with an order, a question about your service or your bill? We’re here to help.

Ask a Question.

Need help with an order, a question about your service or your bill? We’re here to help.

If I cancel my website plan, will I incur a cancellation fee?

No, you won’t be charged a cancellation fee. If you cancel your website plan, you’ll just need to pay any charges owing for that month.
If your website plan is linked to an Online Advertising or Online Marketing Performance plan, any remaining marketing budgets will be spent the month after you cancel your website, or as requested by your business.

How long will it take to build my website?

Once you’ve shared your business information with us, we’ll get started on the build. You’ll receive a link to preview your website within 5 business days so you can perform a review and request revisions prior to going live.

How do I make changes to my website?

To edit your website, follow these steps:

  1. Log in to the Telstra Business Website Services dashboard
  2. Click ‘Edit website’ to make your changes.
  3. Once you’ve made all changes, click ‘Republish’ or your changes won’t appear on your website.

If you need help making changes to your website, call 1300 800 966 or message us.

Who hosts my website domain?

We’ll manage your domain name registration and hosting based on your business objectives.

What happens if I cancel my website plan?

If you cancel your website plan, we’ll unpublish your website and any associated email accounts immediately. Your domain will remain active until it expires. You’ll receive an email notification inviting you to renew prior to your domain expiring.

At your request, we’ll be able to re-activate your website and its associated emails within 3 months of your Telstra website service being cancelled. To request the re-activation of your website, call us on 1300 800 966.

When I cancel my website plan, can I transfer my website to another provider?

No, however we can provide you with the content we’ve created on your behalf if you lodge request prior to cancelling your website plan. To request a copy of your website content, call us on 1300 800 966.

The following details are specific to the Appoints and Customer Management extra purchased with the Standard or Standard Plus website plan.

How do I manage my customer appointments?

You can manage your appointments via the Telstra Business Website Services dashboard. When a customer makes their appointment via your website, all details are automatically saved in your dashboard inbox.

If a customer cancels their appointment, will my personal calendar update automatically?

If your calendar is synced, cancellations will be automatically removed.

Can I sync my calendar with my website’s booking tool?

Yes. The appointment tool syncs with many calendar types, Google, Outlook, iCloud, Yahoo and many others.

Will my calendar content be visible to others?

No, only your available times will be visible to customers.

Where can I find appointment requests?

You’ll receive an email when a customer submits an appointment request, which you can choose to accept or reject.
When you accept an appointment, a confirmation email will be sent to you and your customer. The appointment will then appear on your calendar if it has been synced.

Can I set appointment reminders?

The appointment tool can send appointment reminder emails and SMS messages to your customers.

By default, one reminder is sent 15 minutes before the appointment. You can change this setting and configure up to two different reminders at your choice of time.

Can I display fees and take payments when an appointment is made?

Yes, the appointment tool allows you to display fees against your services.
You may also create and send invoices and accept payments at the time an appointment is made or at a time of your choosing thereafter.

Can I limit how far in advance my customers book an appointment?

Yes, you can limit how far in advance your customers book their appointments via your appointment tool settings.

Which payment methods can I offer my customers via the appointments tool?

You can accept payments in the way that suits you best and use your booking tool for invoicing, regardless of the payment method used. Popular payment methods include, but are not limited to, cash, credit card, debit card, PayPal or bank transfer.

Can my customers finalise their invoices with online payment methods?

Yes, your customers can pay you with any credit card, debit card or via online payments systems such as PayPal or Stripe.

Can I perform customer refunds via the booking tool?

Yes, you can perform customer refunds for payments collected via your appointments tool, but how you do so will depend on your online payments system.

PayPal
If payments collected via your booking tool are transferred to your PayPal account, you can perform a customer refund via your PayPal dashboard.

Stripe
If payments collected via your booking tool are transferred to your Stripe account, you can perform a customer refund via your Stripe dashboard.

Can I publish my website before I launch my online store?

Yes. We can publish your website first and launch your online store after. Just let us know when your product information is ready, and we’ll add it to your site. Once you’ve approved your online store, we’ll launch it for your customers.

What will I need to build my online store?

1. High quality photos of products and/or to illustrate services.
2. Detailed product and/or services descriptions, including prices.
3. A shipping method organised, e.g. Australia Post or an independent courier service.
4. A healthy supply of stock, where necessary.
5. A payment gateway.

How many products and/or services can I sell in my online store?

You can sell up to 250 products and/or services, with the option of adding variations to a product and/or service. For example, a t-shirt is a product and the sizes stocked are variations. A massage is a service, and the session duration is a variation.

If you’d like to sell more than 250 products and/or services, you can upgrade to a Premium website plan. With a Premium plan, you can sell up to 2500 products and/or services.

If you need to sell more than 2500 products and/or services, message us or call 1300 800 966 and we’ll help you build a larger online store.

How do I provide details of my products and/or services for my online store build?

In preparation for building your online store, we’ll send you a link to our upload tool. You can then provide us with details on all your products and/or services, which the tool will capture in a spreadsheet.
Once you’ve filled in all necessary details, you’ll need to export your spreadsheet and upload it to the Telstra Business Website Services dashboard.
Go to the eCommerce upload tool
Need help? Message us or call 1300 800 966 for support.

How do I receive payments for products and/or services online?

We’ll help you select a payment gateway provider if you don’t have one already. You’ll need to enter into a separate agreement with your chosen payment gateway provider.

Which payment methods can I offer customers in my online store?

You can offer both online and offline payment methods to customers who wish to purchase your products and/or services via your online store.

Online payment methods

If a customer uses an online payment method, funds are transferred to your account immediately once the payment is confirmed. Common online payment methods include:

  • PayPal
  • Stripe
  • eWay
  • Afterpay
  • Square.

Offline payment methods

If a customer uses an offline payment method, funds are transferred after the purchase has taken place. Common offline payment methods include:

  • Cash payment, made in a manner decided upon between you and your customer.
  • Phone payment, scheduled between yourself and the customer.
  • Bank transfer, made by customer in person at their bank.

Will Telstra charge a transaction fee for payments processed in my online store?

Telstra will not charge a transaction fee for payments processed by your store or payment gateway. However, your payment gateway provider may charge fees.

Who do I contact if I have a problem with payments?

If you have an issue with receiving payments via your online store, you’ll need to contact your payment gateway provider. Telstra is not responsible for your payment gateway service and will be unable to assist if such issues arise.

How do I set up shipping rates for products posted from my online store?

You may choose to offer real-time shipping rates, self-calculated shipping rates, or custom shipping rates per product.

 

Real-time shipping rates

Also referred to as carrier-calculated shipping rates, this method is for businesses who engage postal service providers, such as Australia Post, to perform their shipping. If you choose this option, your postal service provider will calculate shipping rates for you, depending on the product being delivered.

 

Self-calculated shipping rates

This method is for businesses who choose to set up a fixed, flat-rate shipping option, or a custom table of shipping rate options. A custom table allows businesses to set various combinations of their own shipping rates based on factors such as the product’s cost, its weight, and the delivery destination.

 

Custom shipping rates per product

This method allows businesses to set unique shipping rates per product.

How do I manage my orders?

To manage your orders:

  • Open your website editor
  • Click the ‘Orders’ tab
  • Navigate to the ‘Sales’ menu

Once you open your ‘Sales’ menu, you’ll be able to view all orders including those that are unfinished, finished, and sent. If you’d like to review specific kinds of orders you can do so by applying filters to your search.

When your online store is launched, we’ll train you on how to manage your store in detail.

Can I customise the email notifications I send to my customers?

Yes, you can customise the design and content of emails your customers receive via your online store. You can also configure email notifications for yourself and your team. Common email notifications include, but are not limited to:

  • Order confirmations
  • Shipping notifications
  • Stock updates and announcements

Can I manage my online store via my mobile or tablet?

Yes, the Ecwid app allows you to manage your online store from a mobile or tablet. To download the Ecwid app:

  1. Select ‘Mobile’ from the website editor panel of your website.
  2. Either enter your mobile phone number or scan the QR code when prompted.
  3. Once redirected to your device’s app store, follow the prompts to download the Ecwid app.

Can I offer discounts to customers who buy in bulk?

Yes, you can offer what is called ‘tiered pricing’ on your products based on ‘quantity tiers’. So, if one shirt costs $20 but your customer adds 3 shirts to their cart, the price per shirt can be reduced to $15 instead.

Tiered pricing is shown alongside product details, and discounts are applied once the customer has added the quantity of items required to redeem the discount to their cart.

Can I add multiple images of each product?

Yes, you can add a variety of images for each product. Some businesses may need to do so to show product variations, while others like to show their products visually merchandised to enhance their appeal.

Can I add ‘sold out’ or ‘low stock’ labels to my products?

Yes.

Can I promote related products and/or services alongside the product or service my customer is viewing?

Yes, we can help you promote products and/or services that customers may likebased on related products and/or services viewed or purchased.

How can customers contact me about products and/or services?

We can set up an enquiry form so that customers can contact you about your products and/or services.

Can customers search for products and/or services on my website?

Yes, customers can search for products and/or services based on keywords, features , price ranges, and categories.

Can my customers create accounts on my website?

Yes, customers can choose to create an account. Customers with accounts may choose to save their payment and shipping details to simplify their online shopping and can view their previous purchases.

Does the online store support other languages?

No.

Do customers receive order confirmations once they have made a purchase?

Yes, your customers will receive an email outlining their order details, including items purchased, shipping information, billing receipt and order status.

Do I have to be a Telstra customer to buy an Online Search Ranking package?

No, you don’t have to be a Telstra customer to buy an Online Search Ranking package. We can audit and help to optimise your website no matter what hosting platform you use.

How does the Online Search Ranking package help to improve my ranking on search engines?

The Online Search Ranking package addresses elements that influence the search ranking of your website.
We’ll first audit your website to assess what needs to be addressed to improve your search ranking.

Questions we ask during the audit include but are not limited to:

  • How well written is your website content?
  • Is all content titled correctly?
  • Are keywords used throughout your website?
  • Is your website responsive and easy-to-view on both desktops and mobiles?
  • How long does it take for your website to load?
  • Are the transactions between your website and the customer secure, i.e. does your website support SSL?
  • Is the content on your website up-to-date?
  • Does your website feature imagery and video content?
  • Are there any links on your website that no longer work, otherwise known as broken links?
  • Is your website listed in online directories? Such as Google Business Profile, Facebook Business, Apple Maps or others?
  • How much traffic is your website receiving?

How does Telstra help to optimise my website if I buy an Online Search Ranking package?

After you buy an Online Search Ranking package, we’ll perform an audit of up to 5 pages of your website and provide you with an outline of how we’ll address potential issues detected. We’ll also let you know about opportunities for improvement.

What number of website pages will Telstra help to optimise?

We’ll help to optimise up to 5 of your website pages.

What are keywords, and how can Telstra help me to find the “right” keywords for my website?

A keyword is a word that describes the content on your page or post best. It is these words that customers will likely enter in search engines when looking for products and/or services online.

How can Telstra help me to find the right keywords for my website?

Using the right keywords in your website content is important as they will help customers to find your website. We’ll help you to research the keywords that your customers may be entering in search engines when looking for the products and/or services that you provide. For example, if you sell birthday cakes we’ll check that you’re using this keyword and recommend similar phrases that may help you to improve your search engine ranking.

Can I update the keywords used on my website?

Yes, we’ll work with you to select the best keywords for your website and help you to update them at any time.

How does a blog help to improve my search ranking?

If you update your website regularly, search engines are more likely to rank your website higher in search engine results. Pages such as ‘Contact Us’ or ‘About Us’ do not need to be updated regularly, so many businesses launch blogs so that they can make more frequent updates to their websites. This helps to improve search engine rankings.

How often will Telstra create new blog posts for my website?

We’ll create a blog post for you at the time you buy an Online Search Ranking package, and one blog post per quarter thereafter based on your direction.

Do I have to create content for blog posts?

No, we’ll create blog posts for you. No content will be finalised or published without your review and approval.

How does Telstra select topics for blog posts to be published on my website?

When you buy an Online Search Ranking package, we conduct a briefing call to learn about your business. During this initial consultation, you’ll have the opportunity to provide us with blog post topics that are relevant to your business. We’ll then work with the information you provide us to formulate blog post ideas. Once blog posts are created, we’ll send them to you for your review.

How soon after buying an Online Search Ranking package will my search ranking improve?

Once you’ve signed up for our search ranking service, the speed at which your ranking will improve depends on several factors, including but not limited to:

  • Keywords used in content
  • Your industry
  • Your business location
  • Your website’s design

Do I need to have a Telstra website to benefit from an Online Search Ranking package?

You can benefit from this service even if your website is hosted with another provider. If this is the case, we’ll simply provide recommendations and guide you on how to implement changes across your website.

I created my website on a Telstra website plan. Will I still benefit from an Online Search Ranking package?

Search engines regularly update the ranking factors that help to determine how websites are ranked. So, ongoing website maintenance helps you to maintain and improve your online presence.

If you’ve already created a website on a Telstra website plan and you invest in an Online Ranking Package, we’ll be able to access your website and perform ongoing maintenance on your behalf.

How can I keep track of my website performance?

We’ll provide you with  quarterly reports outlining actions we’ve taken to help improve your website’s search engine ranking. Our reports will help you to keep track of: 

  • Website performance 
  • Website traffic 
  • Leads generation 
  • Search engine rankings

We’ll also call you once per quarter to discuss your website’s performance and to provide quarterly recommendations on ways to improve your website. 

Will I be charged extra for changes made to my website if I choose to implement Telstra’s recommendations?

No, you won’t be charged when you choose to implement our recommendations. If you have a website on a Telstra website plan, we’ll make the changes on your behalf. If your website is hosted by another platform, we’ll work with you to help make changes as we may not have access to your website or be familiar with its content management system.

If search engines update their ranking factors, how does Telstra ensure my website remains search engine optimised?

We’ll monitor your website continuously and if ranking factors change, we’ll respond accordingly to help your site remain search engine optimised.

What are the benefits of working with Telstra to create marketing campaigns?

Nowadays, there are many ways to market your business on your own. However, working with seasoned digital experts helps you to get a good return on investment from day one. When you work with Telstra to create marketing campaigns, you’ll also save a lot of time, so you can focus on running your business.

How much does an online advertising campaign cost?

The cost of online advertising campaigns will vary for each business, depending on the following factors: 

  • The products and/or services being advertised 
  • The platforms where advertisements will appear (e.g., Google or Facebook)
  • The number of people you’d like to reach
  • The duration of the campaign.

What happens if my marketing budget for the month is not spent in full on marketing activity?

If you monthly marketing budget is not spent in full, it will roll over to the next month.

Can I allocate a larger budget to a live campaign?

Yes, if you’d like to increase the budget of your campaign, you can simply top up your monthly campaign spend.

How does online advertising work?

Step one: we create online advertisements using keywords your customers are entering into search engines

First, we’ll create an online campaign for your business using keywords and targeting the region of your audience. The online advertising platform will then distribute your marketing spend across Google, Microsoft Advertising®, Facebook and Instagram to drive leads to your website from multiple locations.      

Step two: your potential and existing customers enter keywords into search engines and the results shown feature the online advertisements we’ve created for your business

When potential customers search for  products and/or services using the keywords you’ve selected based on our recommendations, your online advertisement will appear towards the top of the search results. You’ll only pay for the clicks on your ads, which will be drawn down from your marketing budget.

What are the components of an online advertisement?

An online advertisement is made up of the following components:

  • A title: two lines of copy at the top of the ad
  • A URL: the URL of your website, or the URL of a specific page on your website.
  • A phone number: the contact number of your business.
  • Descriptions: details of the products and/or services you’re promoting 
  • Sitelinks: shortcuts to specific pages of interest on your business website.  

What are the component of a Facebook advertisement?

A Facebook advertisement is made up the following components: 

  • Your business logo. 
  • Your business name as it appears on Facebook. 
  • Body copy:  a maximum of 125 characters that appear above the image you’ve chosen to feature in your Facebook advertisement. 
  • An image that represents your business and/or the product or service you’re promoting. 
  • Headline: a maximum of 25 characters that appear directly below the advertisement’s image.
  • Newsfeed link description: a maximum of 30 characters that appear below the advertisement’s headline
  • Call to action: a button link that leads to your business website.

Can Telstra help me choose images for my advertisements?

Yes, we’ll guide you in the process of choosing images. Google, Facebook and Microsoft also provides guidelines and tools to help you choose the best images for your advertisements. If you don’t have high quality images, we can provide you with options that meet guidelines from our in-house image library.

How may an Online Advertising package benefit me if my business already ranks high in search engine results?

If your business already ranks well in search engine results, you may still benefit from our Online Advertising package for the following reasons:

  • You’ll have more control over what is said about your business in search engine results by working with us to create online advertising campaigns. 
  • You’ll learn more about what your customers are entering into search engines with our guidance, so that we can help to boost your search engine ranking even further. 
  • We can help you to gain a competitive edge by using keywords that may assist you to rank higher in search engine results than your competition. 

How do you split my monthly marketing budget across Google, Bing and Facebook?

We’ll split your marketing budget between online advertising platforms based on our experience with what has worked in the past for campaigns marketing similar products and/or services.

Will I receive reports to track the performance of my campaigns?

Yes, you’ll receive a monthly report via email that outlines details on website traffic including where traffic has come from, the number of clicks made on your website, plus much more. You can also keep track of how your campaign is running by logging in to your Telstra Business Website Services dashboard.

How soon after creation will my online advertisements go live?

Once they are created, it may take up to 2 business days for online advertisements to be approved and launched by online advertising platforms.

How does Telstra monitor my campaign?

Once your campaign goes live, we’ll monitor your online advertisements across the following major milestones:

Day 1 We’ll check to make sure your online advertisements are working.
Day 3 We’ll perform technical spot checks to see if there are any online advertising issues.
Day 15 We’ll check progress to date is in line with campaign forecasting and modify your online advertisements to help improve results.
Day 30 We’ll review the first month of performance data.
Day 60 We’ll continue to perform ongoing modifications to online advertisements where necessary to help improve results.

Can Telstra guarantee the number of clicks my online advertisement will receive?

It’s not possible to predetermine the level of engagement online advertisements will receive. When you promote your business online there are always other companies competing for your customers’ attention, so the number of clicks your advertisements receive will change each day.

Can Telstra help my online advertisement to rank #1 in search engine results?

We can’t guarantee that your online advertisements will rank #1, but we’ll optimise your campaign throughout its duration to ensure your advertisements reach the highest number of people possible in your target audience.

Can I make changes to my website during a marketing campaign?

Yes, you can, but please let us know, as changes made to your website during a marketing campaign may have a negative impact on the campaign’s overall performance.

What do I get if I opt for the Online Marketing Performance package?

Our Online Marketing Performance package combines our Online Search Ranking and Online Advertising packages so you can enjoy the best of both worlds for less. This package also increases your starting marketing budget.

What are the benefits of featuring videos on my website?

Video content is a powerful tool that helps you to increase customer engagement on your website. Not only do videos help to promote your products and/or services, they can also keep customers on your website longer.

Hosted by YouTube and embedded on your website pages, videos can also help to improve your search engine ranking.

What do I get when I buy Telstra’s Video package?

15 Second Montage 30 Second Montage 30 Second Custom
Video format HD montage HD montage HD custom
Number of revisions included 1 2 2
Video length 15 seconds 30 seconds 30 seconds
Video style Text Text Voice/Text
Include your own HD video No Yes Yes
Stock HD video No No Yes
Royalty-free soundtrack Yes Yes Yes
Number of images included 3 10 Unlimited

Can I keep my Videos package if I cancel my Telstra Website Services website?

Yes. If you cancel your Telstra Website Services website, you can continue to host your videos on your YouTube channel. If you don’t already have a YouTube channel for your business, we’ll help you to create one.

Which online video sharing platform will host my videos?

Your videos will be hosted by YouTube.

Can I make changes to a video that has already been created and published?

No, we cannot make changes to videos once they’ve been published on YouTube. If you’d like to create a different version of the same video, you’ll need to buy a new video package.

Who is eligible to purchase the plan?

Customers that have purchased a Telstra website plan are eligible to purchase the Maintenance Plan.

What do I get when I take up a Maintenance Plan?

When you take up a Maintenance Plan, we’ll help to keep your website, online listings, and booking tools up to date. Your plan includes:

  • Unlimited basic written website content updates 
  • The replacement of website images and logos 
  • Updates to your Google Business Profile and Apple Maps listings, if and when required
  • Updates to your booking tool, where appropriate 
  • Quarterly check-ins to discuss  potential changes to your website based on our recommendations
  • An annual redesign of your website, if desired, provided you have maintained your plans for 12 continuous months beforehand. 

Your Maintenance Plan does not cover maintenance on your Telstra Business Digital Marketing Services and Telstra Online Essentials eCommerce store,  or the inclusion of additional website pages. 

What if I like the design of my website and I do not want a redesign, do I have to change it?

No, you don’t have to take advantage of the redesign service if you’re happy with your website’s current design. We’ll only make changes to your website at your request, and all changes are always subject to your approval.

How many additional pages can I purchase?

Telstra Business Website Services Additional Page products come in 1 and 3 page packs. There is no limit to how many page packs you can buy. We will design the page and write the copy for you, this is included in the cost.

Do I need to have a Telstra Website Services website to purchase this product?

Yes. We can only add Additional Pages to websites that our Telstra Business Website Services team have built, including Telstra Online Essentials websites.

Are there any ongoing costs once the pages have been published?

All the costs for hosting the additional pages are included in your monthly website subscription.

How does a blog help to improve my search ranking?

If you update your website regularly, search engines are more likely to rank your website higher in search engine results. Pages such as ‘Contact Us’ or ‘About Us’ do not need to be updated regularly, so many businesses launch blogs so that they can make more frequent updates to their websites. This helps to improve search engine rankings.

Do I have to create content for blog posts?

No, we’ll create blog posts for you. No content will be finalised or published without your review and approval.

How does Telstra select topics for blog posts to be published on my website?

When you buy a Blog package, we conduct a briefing call to learn about your business. During this initial consultation, you’ll have the opportunity to provide us with blog post topics that are relevant to your business. We’ll then work with the information you provide us to formulate blog post ideas. Once blog posts are created, we’ll send them to you for your review.

Can Telstra publish blog posts on my website on my behalf?

If you have a Telstra Business Website Services or Telstra Online Essentials website, we can publish blog posts on your behalf. If your website is hosted by another provider, you’ll need to publish the blog posts yourself, as we may not have access to your website. We’ll provide you with what you need, including blog post text and imagery.

Will my business website have its own domain on a Starter plan?

Yes, you’ll receive your own .au domain when you create a Starter website.

Is a business email account included with a Starter plan?

No, Starter plans to not include business emails. Our Standard, Standard Plus, and Premium website plans do include business email accounts. 

Compare website plans

What happens to my Starter plan website after 12 months?

Your Starter plan website is $0 for 12 months. At the end of this 12-month period, your subscription will be terminated, and your website will expire. This means all website content will be deleted and its associated domain will be released for you to renew with Telstra or a third-party domain host. Your Google Business profile listing will continue.

The Starter website and Google Business Profile listing gives you an online presence to help your business to be found online. If you want a website that will not expire after 12-months, our Standard, Standard Plus, and Premium website plans may suit your needs.

Compare website plans

Once I create my Starter website, how soon will it go live?

After you’ve completed the online briefing process, it will only take a few minutes for the website to be published.

How do I make updates to the content on my website?

You can request that changes be made to your website content on your Telstra Website Services dashboard.

Why can’t I find my business address when I enter the details?

Google will search for your address on Google Maps, but sometimes addresses are not found. If this happens, email us at [email protected] and we’ll follow up on your behalf to try to resolve the issue. 

Why can’t I see my website when I search for my business online immediately?

A search engine ranking refers to the spot your website takes on the results pages of a search engine. It can take time before a search engine starts ranking your site and appearing on the first few pages of results may take even longer.
Want help to improve your website’s search engine ranking? Explore our Online Search Ranking service or call us on 1300 800 966.

Visit Online Search Ranking

Can I keep my Starter plan website after 12-months, at a cost?

No, all websites created with a Starter plan will expire after 12 months. However, you can upgrade to a Standard, Standard Plus, or Premium website plan.

To upgrade your Starter plan, call 1300 800 966 or email [email protected], and our Business Website Services team will be able to assist.

My Premium Website

What services and features are included in a Premium Website plan?

Once you subscribe to a Premium Website plan, you’ll receive a range of services including:

  • A custom design for your business website
  • A custom build of your website using WordPress’s content management system 
  • Ongoing website hosting
  • Quarterly check-ins and coaching calls
  • Unlimited website page revisions
  • 24/7 support from an Australia-based team.

When created on a Premium Website plan, your business website will also include the following features: 

  • Up to 10 custom-designed, responsive web pages designed for your business, optimised to help increase your search engine ranking.
  • Up to 10 business email accounts each with its own 5GB mailbox
  • A Secure Socket Layer (SSL) certificate
  • Contact form functionality
  • Newsletter feature
  • Social media feeds
  • Google Analytics
  • Google Business Profile, Apple Map and Facebook Business listings
  • Blog functionality, including setup
  • Social media icons and plug-ins for Facebook, Twitter, Instagram, and more.

How long will it take to build my website?

Once you’ve shared your business information with us, we’ll get started on the build. You’ll receive a link to preview your website within 25 business days so you can perform a review and request revisions prior to going live. 

How long will it take to for requested website revisions to be applied?

Once you’ve requested your revision, we’ll submit the updated page/s to you within 5 business days.

Once I approve my website, how long will it take to go live?

Once you’ve approved all content, your business website will be published within 2 business days.

Can I install a video background on my business website?

Yes, we can help you install a video background on your business website. However, your video background will only be played for desktop users, not mobile users, as this feature is not responsive.   

Can I upload animations to my business website?

Yes, we can upload animations to your website provided they don’t compromise its performance.

Can Telstra help me edit images I want to upload to my website?

It depends on what you need. We can crop and update the backgrounds of your images, but we’re unable to assist with more complex edits and/or photoshopping requirements.

Can I add galleries of images to my website?

Yes, you can add galleries of up to 30 images to your business website.

Can Telstra help me with website development, including making changes to HTML and CSS codes?

Yes, your Premium Website plan includes 2 hours of custom development work.
If you need further development assistance, call us on 1300 800 966.

Can Telstra help with the development of my business logo?

Yes, we can help you create a basic text logo and upload a pre-existing logo to your business website.

Can I set page passwords for certain pages on my website?

Yes, if you’d like to protect certain pages with passwords you can do so. Call 1300 800 966 and one of our client managers will help you with the process.

Can Telstra create a contact form for my website?

Yes, we can create a contact form to publish on your business website.

Can I upload files for my customers to download from my website?

Yes, you can upload up to 20 downloadable files to your business website.

Can I upload up restaurant menus to my business website?

Yes, you may upload restaurant menus to your business website in PDF format.

Can I upload icons to my business website?

Yes, we can source icons from FontAwesome to feature on your business website.

Learn more about FontAwesome

Can I upload charts to my business website?

Yes, basic bar and pie charts can be uploaded to your website.

Can I embed videos on my business website?

Yes, we can help you to embed videos hosted by YouTube or Vimeo, but we’re unable to link to video hosted by any other alternate provider.

Can I include a search function on my website?

Yes, you can include WordPress’s standard search function on your website, but we’re unable to customise the search results shown to customers.

How is my website performance tracked?

We’ll set up Google Analytics for your website, so you can keep track of website traffic and customer behaviour.

How do I check on my website performance?

Log in to your Telstra Website Services dashboard to check on your website performance.

Can Telstra provide images for my business website?

Yes, we can provide up to 5 stock images for your business website home page and 2 stock images for each subsequent web page. All images are sourced from Shutterstock.

Where will my business be listed online?

Telstra will help you to set up the following listings: 

  • Google Business Profile
  • Apple Maps  

We’ll also help you to create a Facebook page for business, so that customers can find your business via social media.

Can the appointments tool be customised to take restaurant and/or accommodation bookings?

Yes, it can. To customise your scheduling plugin to take restaurant and/or accommodation bookings, call 1300 800 966 and one of our client managers will help you with the process.

What happens during a quarterly coaching call?

During your quarterly coaching call, we’ll discuss the following with your business:

  • Your website performance 
  • Ways to increase your online presence 
  • Strategies to optimise your website based on your business objectives. 

You’ll also have the chance to ask us questions about your business website and online marketing extras that may help improve your online strategy. 

Explore online marketing extras

Which domain name extensions will I have to choose from?

You may choose from a range of domain name extensions, including but not limited to:

  • .com.au
  • .com
  • .net
  • .net.au
  • .org
  • .org.au
  • .au direct

We recommend using the extension .com.au to help improve your chances of being found online. However, we can discuss your options with you if you’d like to learn more about the pros and cons of each domain name extension as they apply to your business specifically. 

Will I have access to website optimisation tools to help improve the search engine optimisation (SEO) of my business website?

Yes, you’ll have access to Yoast, a search engine optimisation plug-in for WordPress. We’ll set Yoast up for you and help you to continually optimise your business website with keywords, to help increase your chances of being found online. 

Explore Yoast

Can I feature online advertisements on my business website?

Yes, you can install the WordAds plugin on websites created on a Premium Website plan. WordAds is the leading advertising optimisation platform for WordPress sites.

To install the online advertisements plugin, visit WordAds

General

Who registers and hosts my website domain?

We’ll manage your domain name registration and hosting based on your business objectives.

What happens if I cancel my website plan?

If you cancel your website plan, we’ll unpublish your website and any associated email accounts immediately. Your domain will remain active until it expires. You’ll receive an email notification inviting you to renew prior to your domain expiring.

At your request, we’ll be able to re-activate your website and its associated emails within 3 months of your Telstra website service being cancelled. To request the re-activation of your website, call us on 1300 800 966.

Can I install WordPress plugins on my website?

Yes, you can install WordPress plugins on your website, however if you encounter issues while doing so, we’re unable to offer support. As such, we recommend discussing plugin options with our team prior to making changes to your website.

Can I transfer my current WordPress website onto a Telstra website plan?

No, we’re unable to host or manage an existing website. However, if you purchase a Premium package, we can help you rebuild your current website using its existing written and visual content. We’ll also work with you to optimise your website to help improve your search engine ranking, increase website traffic, and encourage customer engagement.

Can I choose a WordPress theme for my website?

No, we don’t use WordPress themes when we design your website. Instead, we customise a design that suits your business objectives. If you’d like to contribute to your website design, we encourage you to provide us with examples of websites you find inspiring to help us with our process.

Once Telstra has designed my website, can I cancel my Telstra website plan and transfer my website to another provider?

Yes, you have the option of transferring your website to another provider. To discuss the migration of your website, call us on 1300 800 966.

EMAIL

How many business email addresses are included in the Premium Website plan?

You can create up to 10 business email accounts each with its own 5GB mailbox. You’ll be able to synchronise your email accounts across multiples devices.

If you’d like to unify your business communications further, you may want to consider one of our unified communications solutions.

Explore Telstra Unified Communications

Managing my Premium Website

Will I receive ongoing support once my business website is live?

Yes, you’ll receive 24/7 support from our Australian based team. We can help you with:

  • Regular recommendations to improve your website to meet your business objectives
  • Editing your website with your editing tool
  • Accessing your Telstra Website Services dashboard to view website reports
  • Unlimited website page revisions.

Explore Additional Pages extra

Browse all website extras

Where do I go for WordPress support?

If you need help with WordPress, you can visit their support pages online.

Visit WordPress Support

If I want to update my website, does Telstra make the change or can I?

It’s up to you. Your Premium Website plan includes unlimited changes to design, content, and basic plugin configurations and we’re happy to manage these updates for you. If you’d prefer to update your website yourself, you can do so by logging in to your website editor.

How do I log in to the admin panel to manage my Website Premium plan?

  • Log in to the Telstra Website Services dashboard
  • Click the ‘Open WP Admin Panel’.

Reporting

What are web analytics?

Web analytics is the measurements, collection, analysis, and reporting of website data. By keeping track of your web analytics, you can measure website traffic and learn about customer behaviour.

How do I check the web analytics for my website?

Log in to the Telstra Website Services dashboard to check your web analytics:
If you have questions about your web analytics, call us on 1300 800 966.

Hosting and Security

How much storage space does a website on a Premium Website plan offer?

Your business website will have unlimited storage.

How can I help to keep my business website safe from online threats?

Hackers use malware which may steal your customers’ info, deface your site and ruin your reputation. Our website security comes included with your package which can help find and remove malware before it does damage.

How is my website data hosted online?

Your website data is hosted by WP Engine®.

To learn more about the hosting platform, visit WP Engine®.

Can I backup my business website to my laptop?

There is no need for you to manage backups of your website as we’ll manage them for you.

Premium Appointment and Customer Management

What tool is used to manage appointments and my customers?

We use the LatePoint plug-in. It is well suited to support a small business in the service industry where customers can book appointments with staff or resources online.

Alternative solutions will be recommended if LatePoint doesn’t meet all your business objectives.

Explore LatePoint

What key features come with the LatePoint plugin?

  • Book appointments online
  • Add preferences to their appointments, including service, staff member, and location
  • Prepay for appointments using a range of online payments methods including PayPal, Stripe, credit card, and more.

When you install LatePoint, you and your team members can:

  • View, confirm, update, and/or reject appointment requests
  • Manage appointments by staff member
  • Allocate bookings to individual staff members
  • Set reminders and notifications for your customers via SMS* and email
  • Add promo code functionality to your booking tool
  • Send invoices and manage online payments.

*Charges may apply for customer notifications sent via SMS.

Can Telstra help me to set up online payment methods for my business website?

No, we’re unable to help you set up online payment methods. However, we’re happy to discuss online payment methods with your business so you’re aware of your options.

Will I be charged payment fees when I accept payments on my business website?

Telstra will not charge you additional fees for receiving payments on your business website. However, your chosen payment provider may charge payment fees per transaction, based on their terms and conditions.

Where can I go for additional help with the LatePoint plugin?

If you need additional help with the LatePoint plugin, visit LatePoint support.

How does LatePoint help me to manage my appointments?

Once the LatePoint tool is installed, you can: 

  • Search and view customer appointments 
  • Update customer appointments
  • Reject customer appointment requests 
  • Cancel customer appointments, manually or automatically. 

We’ll teach you how to manage your bookings with LatePoint.  

How many staff members can I add to my scheduling plugin?

We can add up to 3 staff members on your behalf, and you can add up to 25 staff members yourself. If you’d like to add additional staff members, call 1300 800 966 and one of our client managers will help you with the process.

How many business locations can I add to my scheduling plugin?

We can add up to 2 business locations on your behalf, and you can add up to 5 business locations yourself. If you’d like to add additional business locations, call 1300 800 966 and one of our client managers will help you with the process.

Can I manage the email notifications my customers receive after booking an appointment?

The following email notifications will be sent to customers by default:

  • Appointment pending 
  • Appointment approved 
  • Appointment cancelled by customer 
  • Appointment cancelled by service provider 

If you’d like to make changes to the email notifications your customers receive when they make appointments, call 1300 800 966 and one of our client managers will help you with the process.

Can my customers create accounts to view their appointments?

Yes, your customers can create accounts to view their current and future appointments.

Can customers sync appointments to their calendars?

Yes, your customers can sync their appointments to their Google or Outlook calendars.

Premium Website online store

What are the features of the online store?

  • Promote and sell up to 2000 products and/or services
  • Promote and sell via Facebook and Instagram
  • Manage your online store via your mobile phone
  • Manage payments, shipping and GST calculation.
  • Keep track of inventory with stock management tools
  • Upsell and cross-promote your products and/or services
  • Set reminders, send notifications, and add advanced filters to help customers shop online.

Will Telstra help me set up my online store?

Yes, we’ll help your set up your online store. We’ll also add up to 25 products and/or services to your store on your behalf and show you how to add additional items.

How many products and/or services can I sell via my online store?

You can sell up to 2000 products and/or services, with the option of adding variations to a product and/or service. For example, a t-shirt is a product and the sizes stocked are variations. A massage is a service, and the session duration is a variation.

How do I set up shipping rates for products posted from my online store?

You may choose to offer real-time shipping rates, self-calculated shipping rates, or custom shipping rates per product.

Real-time shipping rates

Also referred to as carrier-calculated shipping rates, this method is for businesses who engage postal service providers, such as Australia Post, to perform their shipping. If you choose this option, your postal service provider will calculate shipping rates for you, depending on the product being delivered.

Self-calculated shipping rates

This method is for businesses who choose to set up a fixed, flat-rate shipping option, or a custom table of shipping rate options. A custom table allows businesses to set various combinations of their own shipping rates based on factors such as the product’s cost, its weight, and the delivery destination.

Custom shipping rates per product

This method allows businesses to set unique shipping rates per product.
If you’d like guidance on which shipping rates may best suit your business objectives, call 1300 800 966 and one of our client managers will help you with the process.

Can Telstra show me how to add images and descriptions to my products and/or service?

Yes, during the initial set-up of your online store we’ll show you how to add images and descriptions to the products and/or services in your online store.

What if I want to sell more than 2000 products and/or services via my online store?

If you’d like to sell more than 2000 products and/or services, call 1300 800 966 and we’ll discuss your options.

Will I be notified when my online inventory is low?

Yes, you can request to be notified when your products are low in stock or out of stock. If you’d like guidance on setting up notifications, call 1300 800 966 and one of our client managers will help you with the process.

Can customers search for products and/or services via my online store?

Yes, your customers will be able to search for products and/or services with the help of filters including but not limited to: colour, size, category, and price. 

 What information will be displayed on a product and/or service page?

  • Product or service name
  • Price
  • Customer ratings
  • Product and/or service description
  • Sale price, when applicable
  • Image of product and/or service
  • Session duration, where applicable for services

Can I add a product and/or service with a ‘request a quote’ button, instead of a price?

Yes, the ‘add to cart’ button can be replaced with a ‘request a quote’ button than links to an online enquiry form.

Can Telstra show me how to cross-promote my products and/or services via my online store?

Yes, during the initial set-up of your online store we’ll show you how to cross-promote your products and/or services to help improve your online sales and enhance your customer service.

Can I manage the email notifications sent by my online store?

By default, your customer will receive an order confirmation when they make a purchase via your online store. You’ll also be notified when a new order arrives, or when an order is cancelled. If you’d like to customise your email notifications, call 1300 800 966 and one of our client managers will help you with the process.

Can I offer customers coupons to spend online?

Yes, you can offer coupons to attract new customers and to encourage your existing customers to return.
If you’d like guidance on setting up coupons, call 1300 800 966 and one of our client managers will help you with the process.

Does my online store feature a built-in wishlist functionality?

Yes, your customers will be able to create wishlists of your products and/or services via your online store.

Which payment methods can I offer customers in my online store?

You can offer both online and offline payment methods to customers who wish to purchase your products and/or services via your online store.

Online payment methods

If a customer uses an online payment method, funds are transferred to your account immediately once the payment is confirmed. Common online payment methods include: 

  • PayPal
  • Stripe
  • eWay
  • Afterpay
  • Square.  

Offline payment methods

If a customer uses an offline payment method, funds are transferred after the purchase has taken place. Common offline payment methods include: 

  • Cash payment, made in a manner decided upon between you and your customer. 
  • Phone payment, scheduled between yourself and the customer. 
  • Bank transfer, made by customer in person at their bank. 

Will Telstra charge a transaction fee for payments processed in my online store?

No, Telstra will not charge a transaction fee for payments processed by your store or payment gateway. However, your payment gateway provider may charge fees.

Can my customers create accounts on my website?

Yes, customers can choose to create an account, but it’s not mandatory to create an account to check out. Customers with accounts may choose to save their payment and shipping details to simplify their online shopping, and can view their previous purchases.

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