My Optus App & My Account: Troubleshooting

For general troubleshooting of My Optus app or My Account, select an option below.

My Optus App

If you're having issues with the My Optus app, try the following troubleshooting steps:

  1. Make sure that the app is updated to the latest version

  2. Check compatibility of your device. Your smartphone should be running iOS 8 (or higher) OR Android 4.0.3 (or higher)

  3. If you're having difficulty accessing the billing functions in the app, check that the current My Account username & password is entered correctly

  4. Switch the phone off and then back on again, and then try the app

  5. Reset the device's Network Settings, and then try again. If you're unsure how to do this - click here for device guides

  6. Delete the app, switch the device off / on again, then re-install the app

Unresolved Issue

If you're still having issues with My Optus app after completing the above steps, chat with us for more help.

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My Account

If you cannot log in to My Account due to a username or password issue, click here. If My Account is failing to load or there's an error, follow the steps below:

  1. Clear your browser's cache and cookies and try again

  2. Try using a different browser

Unresolved issue

If you're still having issues with My Account after completing the above steps, chat with us for more help.

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