How to Report a Payment / Restore Your Service

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Choose an option below to report a payment and get your service up and running as quickly as possible or to avoid a pending restriction due to a late or overdue bill payment.

Report a payment via My Optus app

These options are available 24/7 and are free to use from your Optus service within Australia

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  1. Open the My Optus app

  2. Tap Billing

  3. Tap Report a payment

  4. Select how the payment was made

  5. Choose either 'Full payment' or 'Part payment' and tap Ok

  6. Full payment: a confirmation that the payment was recorded will show on the next screen

  7. Part paymentYou'll be given the option to pay the remaining balance within 7 days.

    1. Tap Yes to accept or No to decline, and then tap Ok

    2. A confirmation will display on the next screen

Note. If the payment was unable to be recorded due to a system error, you'll be given the option to chat with us. If you're unable to pay the remaining balance within 7 days, request a payment extension by calling us on 13 39 37.

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Report a payment online

If you've made a payment, you may be able to report this using My Account.

  1. Log into My Account

  2. Click Dashboard and Report Payment as shown in the image below

    Image showing location of report payment button

  3. From the dropdown, select the account you want to report a payment on

  4. The services linked to that account and the outstanding balance will be shown

  5. Select the payment method that was used to make the payment

  6. Choose whether the payment was a full or part payment
    If you haven't paid the complete outstanding balance, we might ask you a couple more questions

  7. Once you've submitted the details, if your service has been restricted, we'll restore your service as soon as possible (if eligible)
    This can take up to 24 hours, or up to 4 hours for a Mobile Phone service

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Report a payment via call

If you're unable to report your payment online or through the My Optus app, contact us on the appropriate numbers below:

Mobile Phone Services

  • Dial 1509 (free from your Optus Mobile)
  • You can still call this number from a restricted service

All Other Services (Phone, Internet, Optus TV etc.)

  • Dial 1800 505 200 (free from an Optus Home Phone)
  • You can still call this number from a restricted service

We will automatically restore your service to normal within 15 minutes to 24 hours (or for Mobile Phone services only, 15 minutes to 4 hours).

Note. If we don't receive a payment as reported, service restrictions will be reactivated and an automatic restoral may no longer be offered with your service(s).

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Restoring a service

Restricted Services

If you can receive but cannot make calls, then your service is 'restricted'.

To restore a restricted service, report your payment using one of the methods above. If your service is eligible for restoral, we'll automatically restore it to normal within 15 minute to 24 hours (or for Mobile Phone Services only, 15 minutes to 4 hours).

Note. If we don't receive a payment as reported, service restrictions will be reactivated and an automatic restoral may no longer be offered with your service(s).

Suspended Services

If you cannot make and receive calls, then your service is 'suspended'.

If this is the scenario, you'll need to use an alternate phone service to report your payment by calling:

  • Mobile Phone Services: Call 1300 307 018
  • All Other Services (Phone, Internet, Optus TV etc.): Call: 1300 300 248

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Avoid cancellation of a suspended service

To prevent cancellation of your service, the loss of your phone number / username, further changes relating to cancellation and other fees, call us on the following numbers to make a payment arrangement:

  • Mobile Phone Services: Call 1300 307 018
  • All Other Services (Phone, Internet, Optus TV etc.): Call: 1300 300 248

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