Recharge / Voucher Troubleshooting
Got a problem recharging? For help check out the following topics.
- Incorrect number selected
- Reasons for Pending / In Progress recharges
- Reasons for Unsuccessful / Declined recharges
- Voucher troubleshooting
- Successful recharge / Service not working
Recharges that have been applied to the incorrect mobile service, unfortunately, cannot be changed or reversed. It is your responsibility to check all details including the service number before submitting the request to recharge.
If your recharge remains in this status:
This usually means that we require more information. Our recharge processing team will contact you within 30 minutes. (Please note: Hours of operation are between 7am and 10pm, AEST). Keep your mobile phone on, so that we can reach you.
Common reasons for a failed recharge are:
Financial institution problem
There may be insufficient funds or a problem with your financial institution. If unsure, contact your financial institution to clarify
An incorrect or expired voucher has been used to recharge. Ensure you're using a Optus Prepaid voucher and check that the voucher has not expired. Jump to voucher troubleshooting for more information
Recharge limit exceeded
The maximum number of recharges allowed within a 24 hour period has been exceeded
Maximum balance exceeded
The maximum credit/real money balance allowed is $500. If your recharge brings your balance above this limit, the recharge can be declined. Either reduce your existing balance by using your credit or reduce the recharge amount.
Is the situation that your voucher;
Expired before purchase
Please return to the place of purchase with your receipt
Expired after purchase
If your voucher has expired since it was purchased, it will now be unusable and you'll need to purchase a new one
Failed to print
Please contact the issuing vendor/financial institution responsible for the vending machine
Printed, but is not clear enough to use / redeem
Please call us on 1300 555 002 for assistance. We may ask you to fax both sides of the voucher to us.
Is valid, but can't be used / redeemed
Double check that you've entered the correct details, if the issue continues call us on 1300 555 002 for assistance.
If you've successfully recharged your service, but your service is not working, try these steps:
Check your balance
Your balance can take up to 5 minutes to update after a recharge, ensure you've allowed this time for the recharge to take effect. To check your balance:
- Via SMS: Text the number 1 (one) to 9999 (Free from an Optus Prepaid service)
- Via the Phone or Online: Check out this article for more information
Reboot your device
Switch off your mobile device / disconnect your modem for 30 seconds then restart / reconnect your device so that your recharge registers on the network.
Restart your application(s)
If you can't access the internet or use an application, close all browser windows and quit all open applications, then restart. Further troubleshooting guides are available in this article
Still having difficulty?
If your service is still not working or your balance does not update call us on 1300 555 002 for assistance.