How to Report a Payment/Restore Your Service

To report a payment and get your service up and running as quickly as possible or to avoid a pending restriction on your service due to a late or overdue bill payment, use the options below.


Using the internet: My Account

If you've made a payment, you may be able to report this using your Optus My Account service. Log in to My Account and follow the steps shown via the button below.

Click to log in
Click to show steps

How to report a payment in My Account

  1. Log in to My Account > Dashboard
  2. Click ‘Report Payment’ as shown in the image below

    Image showing location of report payment button

  3. Select the account you wish to report a payment on from the drop-down menu
  4. The services linked to that account and the outstanding account balance will be displayed
  5. Select the payment method you used, and whether it was a full or part payment. If you haven’t paid the complete outstanding balance, we might ask you a couple more questions
  6. Once you’ve submitted the details, if your service has been restricted and if you’re eligible, we’ll restore your service as soon as possible. This might take up to 24 hours, or for a Mobile Phone service it could take up to 4 hours. 

Using your Mobile phone: My Optus App

If you've made a payment, you may be able to report this using My Optus App. Log in to My Optus App and follow the steps shown via the button below.

Click to show steps

How to report a payment via My Optus App

  1. On the Menu bar tap the Billing tab

  2. Tap Report a payment to proceed

  3. You’ll be able to report a full payment or a part payment

  4. Select how the payment was made

  5. If you’ve selected full payment, you’ll see a confirmation on the next screen that the payment has been recorded

  6. If you’ve selected part payment, you’ll be given the option to pay the remaining balance within 7 days

  7. Tap ‘Yes’ if you accept or ‘No’ if you decline

  8. Once you've accepted, you'll see a confirmation on the next screen that we’ve made a note of your part payment and agreement to pay the remaining balance within 7 days

Please note

If you’re unable to pay the remaining balance within 7 days, you could request a payment extension or call us on 133 937.

If the payment was unable to be recorded due to a system error you’ll be given the option to chat with us.


Using your phone: Call

If you're unable to report your payment online, or you'd prefer to talk to us you can contact us on the appropriate numbers below. 

You can still call these numbers from a restricted service. 

Mobile Phone services

  • Call 1509 (Free from your Optus Mobile) to report your payment (Available 24/7)
  • We will automatically restore your service to normal within 15 min to 4 hours

All other services (Phone, Internet, Optus TV etc.)

  • Call 1800 505 200 (Free from an Optus Home Phone) to report the payment
  • We will restore your service to normal within 15 min to 24 hours

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


Restore a restricted service

If you can receive but cannot make calls then your service is 'restricted'. To restore a restricted service, report your payment through one of the following methods. If your service is eligible for restoral, we'll automatically restore it to normal within 15 minutes to 24 hours (or 15 minutes to 4 hours for a mobile phone service).

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


Restore a suspended service

If you cannot receive or make calls then your service is ‘suspended’. If this scenario applies to then you will need to report your payment us by calling the appropriate number below:

You will need to contact us from an alternate phone service.

Mobile Phone services

  • Call 1300 307 018

All other services (Phone, Internet, Optus TV etc.)

  • Call 1300 300 248

Avoid cancellation of a suspended service

To prevent cancellation of your service, the loss of your phone number/username, further charges 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, TV etc.)

  • Call 1300 300 248