Multi-factor authentication

When you contact us or we contact you and we need to access your account, we'll use multi-factor authentication to verify your identity.

We can do this via My Optus app (if eligible) or by sending a one-time code.

My Optus app

To complete multi-factor authentication via My Optus app, you'll need to have biometrics (Face ID, Facial recognition, fingerprint etc) set up on your device and in My Optus app.

To set up on your device, see our Device Guides.

Once this is done:

1. Open My Optus app
2. Select Account from the bottom menu
3. Scroll down to the Security and Settings section
4. Tap Face ID / Biometrics
5. Tap On

Now we'll be able to complete multi-factor authentication via your My Optus app when you contact us.

One-time code

First, we'll ask you for two of the details below linked to your account:

• First name and last name
• Date of birth
• Optus My Account username
• Postcode
• Contact phone number
• Contact email address

Then, we'll send you a one-time code to the mobile number or email address we have saved on your account. Once you've confirmed the code, we're ready to chat.