How to Request More Time To Pay Your Bill

To arrange a payment extension, you can let us know through one of the options below. Please note that organising a payment extension still may incur a late payment fee. Click here to find out more.


Online: My Account

If you have a mobile phone account, a fixed phone and/or broadband services, you may request a payment extension online:

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Click to show steps

How to request a payment extension in My Account

  1. Log in to My Account > Dashboard

  2. Click Request Payment Extension as shown in the image below

    Image showing location of payment extension button

  3. Select the account you wish to request an extension for from the dropdown menu

  4. The services linked to that account and the current account balance will be displayed

  5. Click Request Extension to proceed

  6. If you're eligible for a payment extension, we'll provide you with a proposed new due date for your bill. You can accept this new date by selecting the Yes option, and submit. If you don’t want to proceed with the extension, select No
    Please note: If you selected 'No', your due date will not be changed and you'll need to pay the outstanding amount by the original date to avoid service restrictions and possible late payment fees

  7. Once you've accepted the new due date, you'll see a confirmation on the screen.  The new date won’t be displayed in your My Account dashboard, so we’ll send you an email or SMS to confirm your payment extension


My Optus App

If you have a mobile phone account, you may request a payment extension via My Optus app:

Click to show steps

 

How to request a payment extension via My Optus App

  1. On the Menu bar tap on the View & Pay Bills tab

  2. Tap Request Extension to proceed

  3. Enter your My Account login details and tap on Log In to continue

  4. If you're eligible for a payment extension, we'll provide you with a proposed new due date for your bill. You can accept this new date by selecting the Yes option. If you don’t want to proceed with the extension, select No Thanks.
    Please note: If you’ve selected 'No Thanks', your due date will not be changed and you'll need to pay the outstanding amount by the original date to avoid service restrictions and possible late payment fees.

  5. Once you've accepted the new due date, you'll see a confirmation on the next screen and the new due date for the bill. We’ll also send you an SMS to confirm your payment extension

Please note: If you’re not eligible for a payment extension or unable to proceed due to a system error, you’ll be prompted to chat with us.


Call us

Please note: The following numbers can still be called from services that have been restricted.

Mobile Phone customers

Call 1509 (free from an Optus Mobile) and use our self-service system to extend your payment due date:

  • Select the 'Account Balance & Billing Enquires' option
  • Select the 'Request Further Time to Pay Your Account' option and follow the prompts

Fixed Phone / Fixed Broadband customers

Call 133 937 and if presented, select the 'Billing Enquiry' option then 'Payment extension'.  Otherwise just hold the line.

Mobile Broadband customers

Call 133 937 (free from an Optus Home Phone) and select the 'Request a Payment Extension' option.

All Other Customers

Call the customer service number that applies to your account, you can find this at the top of the first page of your Optus bill.

If you're currently overseas, click here for the customer service number.


Experiencing Financial Hardship?

If you need assistance due to financial hardship, click here for more information.