My Account: Username & Password Help

If you're having trouble accessing My Account, check out this article for links to reset/retrieve your password or username.


Click to...


Click to retrieve your My Account username

Click to Show Steps

Click to reset your My Account password

Click to Show Steps



Retrieve your username

  1. Click the 'Retrieve username' button above
  2. In the new page, enter your registered email address (the email address you've previously given to us) OR your account number
  3. Click 'Continue'
  4. Enter your phone/service number in the box that drops down and click 'Show username'

    • If successful your registered username will be displayed
    • If unsuccessful click 'Email my username' and an email will be sent containing your My Account username(s)
  5. Once you have your username: Log in to My Account or click the other button above to reset your password

Haven't received the email?

  • During busy times it can sometimes take a few minutes for the email to come through
  • Check all of your email accounts and their junk/spam email folders
  • The email is sent from this address system.admin@optus.com.au


Reset your password

Be careful here, you've got 5 attempts before the system locks you out for 30 minutes


Step 1 - Request a new password

  1. Click the 'Reset password' button above.
  2. In the page that opens, enter your My Account username or Log in email address (if you have specified this in your 'My Profile') and click continue. 
  3. Enter the mobile service number that you've registered to receive your bill notifications via SMS or your 14 digit account number
  4. Click either 'SMS my temporary password' or 'Email my temporary password' to have it sent to you
  5. If successful, an email / SMS containing a temporary password will be sent to your selected mobile number / email address

Haven't received the SMS/email?

  • During busy times it can sometimes take a few minutes for it to come through
  • Check all of your email accounts and your junk/spam email folders
  • The email is sent from this address system.admin@optus.com.au

Step 2 - Log in with your temporary password

  1. Allow 15 minutes to pass then go to My Account and enter your username
  2. Copy/type the temporary password from the email / SMS including any special characters (make sure you don't copy any empty spaces)
  3. In the new log in page: Enter your username into the 'Username' field
  4. Paste your temporary password into the 'Password' field
  5. Click 'Log in'

Step 3 - Change your temporary password

  1. You'll be asked to select a new password in the next screen. Make sure it conforms to the password requirements
  2. Re-type your new password into the 'Confirm Password' field
  3. Click 'Submit'

Step 4 - Update your applications

  • If you use an alternate application that logs in to My Account, please ensure you update it with your new password details prior to using it

I've forgotten both my username and password...

If you can't remember both, then follow the instructions above, in the following order:

  1. Retrieve Username
  2. Reset Password