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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My Account FAQs

Why can't I access the same accounts as I accessed previously through My Account?

For privacy reasons, we may have removed access if we were unable to determine you were the account holder.​

Why have I lost access to these accounts if I am the account holder?

This might have happened if some of your accounts are in different names, e.g. one account is in your name and another account is in your business name.

Please chat with us and we will update our records and link the right accounts to your My Account profile.

I used to be able to access an account in My Account that I was not an account holder for; how do I fix this?

This might have happen if you've previously had access to the account of your partner, parents or maybe a friend that you had account authority for.

For privacy reasons, the account holder will need to either (1) set up their own My Account profile to access their accounts, or (2) contact us to reconfirm you have the authority to access their accounts.

Call us on 133 937

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