My Optus App: Troubleshooting

Having problems with the My Optus app and need some help?

Try these general troubleshooting steps.

Before you start...

Make sure that the app is the latest version. Update if necessary.

  1. Check compatibility. Your smartphone should be running iOS 8 (or higher) OR Android 4.0.3 (or higher). The chat function on the app also requires iOS 8 (or higher) OR Android 4.0.3 (or higher)

  2. Having difficulty accessing the billing functions in the app? Check that the current My Account Username & Password is entered correctly

  3. Switch the phone off and then back on again, and then try the app

  4. Reset the mobile device's Network Settings, and then try again.  If you're unsure how to do this - click here

  5. Delete the app. Switch the device off then on again, then re-install the app

Hopefully, the problem is fixed! If not - contact us.

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Having difficulty updating the app?
Android User
  1. Go into Settings > More > Application Manager

  2. Select the My Optus app

  3. Select Clear Data and Clear Cache

  4. Uninstall and reinstall the My Optus app using Mobile DATA only

iPhone User
  1. Open iPhone notes

  2. Type myoptus://clear and then click Done

  3. Click on the link that appears in iPhone notes

  4. Uninstall the My Optus app & restart the phone

  5. Reinstall My Optus app using Mobile DATA only

You should now be good to go!

If you're still experiencing issues - please contact us.

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