Weekend upgrade impacts

We’re upgrading our systems and processes over the coming months so we can continue evolving into a business that brings you cutting edge customer service, entertainment and technology.

To minimise any inconvenience, we’ll keep upgrades to weekends. You’ll still be able to use your service as usual, but from 5.00pm Saturday, December 8 until 10.00am Sunday, December 9 AEST, there will be impacts to making updates on your account or services. During the upgrade, your unbilled usage will be unavailable in the My Optus app from 10.00am Sunday December 9, AEST until 10.00am Tuesday, December 11 AEST.

Check out our Frequently Asked Questions below for more information:

General Information

Who can I contact for help if I need it?

My Account will be back up again for you to use after 10.00am Sunday AEST. Contact us here.

Will the system upgrades affect my mobile phone service?

No. Your Mobile, Mobile Broadband, Home Phone and Fixed Broadband services will work the same as they always do. The only impact will be if you want to make changes to your accounts and services, or view your usage during an upgrade time.

Is this the only maintenance you'll be doing that will cause outages?

Over the coming months we will be doing some weekend upgrades to our systems. We will have messages on the Optus website, in My Account and on the My Optus app to let you know when they take place. We’ve planned the system downtimes to occur overnight, ensuring the least amount of impact to you. We apologise for any inconvenience over this time.

Impacts to Mobile Customers

My Optus app

Why can't I see my usage in My Optus app?

During the upgrade, your unbilled usage will be unavailable at the following times:

In the My Optus app: from 10.00am Sunday AEST until 10.00am Tuesday AEST

We apologise for any inconvenience over these times. Rest assured our systems will still handle all your data correctly in the background and ensure what you are billed is correct.

Sim Replacement & PUK Codes

What if I’ve lost or damaged my SIM card and need a new one?

Please contact us. Don’t forget that after 10.00am Sunday AEST this will be available again in My Account.

I need a PUK code?

Please contact us. Don’t forget that after 10.00am Sunday AEST this will be available again in My Account.

Updating Service Details

Important: This includes Handset Upgrades, Plan Changes, Roaming, Travel Packs, Usage Alerts and more.

Why can’t I turn my roaming settings on or off?

We’re in the process of upgrading our systems and as part of this, changing your roaming settings is temporarily unavailable. We apologise for any inconvenience. Please try again using the My Optus app or My Account after 10.00am Sunday AEST. If you need help sooner, contact us.

I’m overseas and I want to turn roaming on or off?

We’re upgrading our systems and as part of this changing your roaming settings is temporarily unavailable. We apologise for any inconvenience. Please try again using the My Optus app or My Account after 10.00am Sunday AEST.

Why am I not able to purchase any Travel Packs at the moment?

During the system upgrade, Travel Packs are temporarily unavailable. We apologise for any inconvenience. Please try again using the My Optus app or My Account after 10.00am Sunday AEST. If you need help sooner, contact us.

How do I change my plan or upgrade my handset during the system upgrades?

During the system upgrade times you won’t be able to change plans. We apologise for any inconvenience. Please try again using the My Optus app or My Account after 10.00am Sunday AEST. If you wish to purchase a new handset, you can still visit www.optus.com.au/shop/mobile.

How do I add extras to my plan like international calling during the system upgrades?

Please try again using the My Optus app or My Account after 10.00am Sunday AEST.

Impacts to My Prepaid Service

I’m a Prepaid customer, what impacts are there for me during a system upgrade?

You’ll be able see your balance and recharge as normal. You can activate a new service at www.optus.com.au/activate. To recharge a Prepaid service, go to www.optus.com.au/rechargeyourway. Some other functions (such as rate plan change) are not available on Saturday night from 5pm through to Sunday 10.00am AEST. See the other FAQs on this page to learn more.

My Account

Why can’t I see some or all my account details?

As we’re upgrading our systems there may be some changes to how you see your account details. Please try again using My Account after 10.00am Sunday AEST. If you’re still unable to view all your account details after this time, message us.

My Account looks different. What is happening?

We're in the process of upgrading My Account for all our customers. This will take a few months to complete and over this time some areas may look a bit different. We apologise for any inconvenience.

Why can't I see my usage in My Account?

During the upgrade, your unbilled usage will be unavailable at the following times:

In My Account: from 6pm Saturday AEST until 10.00am Tuesday AEST

We apologise for any inconvenience over these times. Rest assured our systems will still handle all your data correctly in the background and ensure what you are billed is correct.

Bill and Payment Information

I can’t request a payment extension, advise of payments made or request a refund through the My Optus app or My Account anymore?

For the moment, you’ll need to complete these transactions with our customer service teams by contacting us. For more information visit www.optus.com.au/paymentchanges

I want to pay my bill using my credit card in My Account/ My Optus app but this doesn’t seem to be available.

During the upgrade, some payment functions will be unavailable through the My Optus app and My Account until after 10.00am Sunday AEST time. You can make a credit card payment now at www.optus.com.au/paymybill, you’ll just need to enter your account number, the amount you’d like to pay and your credit card details.

I want to set up Direct Debit

We’re upgrading our systems and as part of this, some payment functions are unavailable through My Account until after 10.00am Sunday AEST time.

Changes to your bill

When you receive your next Mobile bill, you may notice that it looks a bit different. We’ve put together a detailed guide to all the changes at Your bill explained.

New Look Bill Email

We’re updating the way our Mobile bill emails look to make them easier to view and understand. You’ll still receive them from myaccount@optus.com.au so you can rest assured they’re from Optus. Visit optus.com.au/newlookbill for more info on your new look bill. Thanks, your Optus Team