Request a Refund or Transfer of a Credit Balance

For information on refunds and transferring credit balances, check out the topics below.

Automatic refunds - disconnected accounts

If your account is cancelled and in credit, a refund cheque will be automatically issued to you after 10 days, provided there's been no further activity on the account. The cheque will be posted to the billing address currently on the bill.

Please be aware though that this only applies to accounts with 14-digit account numbers.

Accidentally overpaid or incorrectly paid an account?

If you've paid an account twice or manually paid an account that's on direct debit, etc. You have 2 options:

  • Leave the extra/incorrect payment on the account to go against your next bill (this is automatic)
  • Request us to either transfer the credit to another Optus account, reverse the credit if the payment was via credit card or mail a refund cheque to you.

How do I request a credit refund / transfer?

You will need to log into My Account and go to 'Billing & Payments' Tab. If you need help in using My Account see this article.

What would you like to do with your credit balance?

Click to view steps for refund request
Click to view steps for credit transfer

Request a Refund

  1. Under Useful Links, click 'Credit transfer or refund'.
  2. Select the 'From' account number from the dropdown.
  3. Click the 'Request a refund' radio button.
  4. Select the reason for refund.
  5. Click 'Refund' button.

Transfer the Credit

  1. Under Useful Links, click 'Credit transfer or refund'.
  2. Select the 'From' account number from the dropdown.
  3. Click the 'Transfer to another account' radio button.
  4. Select the reason for transfer.
  5. Enter the account number that credit is being transferred to.
  6. Click 'Transfer Amount' button.

What happens if my payment has gone missing?

No problem, take a look at this article to find out what we need to investigate a missing payment.

What happens next?

Provided your refund / transfer meets the validity criteria:


A cheque will be issued to the billing address listed on the account, you should receive it within 10 business days.


A transfer of credit from one Optus account to another can take up to 2 business days to be actioned. You will see the transfer appear as a debit on page 2 on the source account and as a credit on page 2 of the receiving account, when they are next issued.

Validity criteria

To receive a refund of money on your account, you and your refund/transfer must meet the following criteria:

  • You're not a Prepaid customer
  • A transfer of funds from a monthly billed account to a Prepaid account can only be done if you're a billed customer that has transferred your service to a Prepaid calling offer.
  • You've either overpaid your account or have received a bill with a credit amount
  • The credit amount is not from a promotional credit.