• Is the SMS or email from the usual Optus sender? Click on the sender name to check the email address against previous official communications.
• Were you contacted via another messaging platform such as WhatsApp or Messenger? Optus will only ever use SMS or email.
• If you see two letters before the first single slash in a website link, those letters refer to a country where the website is located. A foreign country code could indicate possible fraud.
• To preview a link on a mobile device, press and hold the link.
• Is there poor grammar or spelling, or other unusual symbols in the message?
• Are you being asked to urgently share personal or sensitive information like your date of birth, or address? We do ask for this information on phone calls but never over emails or SMS.
• Don’t reply to or unsubscribe from spam because that notifies the sender that you have an active email address, which could result in more spam. Send these emails to your spam folder instead.

• Is the call coming from an "Australian" number or via WhatsApp claiming to be from Optus?
• Calls from Optus will always be phone calls to your mobile number, never from WhatsApp or other messaging platforms.
• Optus will always verify your identity using a multi-factor authentication process.
• Have you been asked for your credit card details, account number, email or passwords? There may be instances where we'll call to verify your identity, but never ask for your bank details (direct debit) or passwords
• Does the deal being offered to you seem to good to be true?
• You will only ever be asked to return a device to one of the following addresses:
          DHL Supply Chain - 6 Millner Ave, Horsley Park, NSW 2175
          Assurant c/o Schenker Australia Pty Ltd - 1 Aviation Rd Len Waters Estate, NSW

• Always use a passcode to protect your mobile devices. This keeps the information and apps more secure.
• Download apps only from trusted sources. Make sure you check ratings and reviews if they are available and read the app’s privacy policy to see exactly what personal information it will have access to if you download it.
• Don’t give apps more permissions than they need for their purpose.
• Keep your operating system and apps updated. You can set you device to do this automatically in settings.
• Turn off WiFi and Bluetooth when not needed. They announce your presence and are trackable by anyone interested.
• Delete unused apps from your mobile devices as they may have permission to access your personal information. Here’s how for an iPhone: settings-general-iPhone storage-delete. For an Android: Settings-apps-uninstall.

Most anti-virus applications for Android will be able to remove the malware from your device. It's good practice to run anti malware apps frequently to ensure your device is safe.

To help remove malware from an Android device, see Uncover harmful apps on an Android device below. There is no method to uncover harmful apps on an Apple device.

Alternatively, you can perform a factory reset on your device.

Important: if you use a backup to get your saved files back, you may also restore the malware. It's recommended to use a backup from a date before receiving the malware message.

More information is available at our Flubot malware support page.

Encouraging all customers to use Digital ID to transact

Forget scrambling to find your physical licence or passport, Digital ID is the quick and simple way of proving your identity. Powered by Mastercard, this identity service allows you to create a secure and reusable digital identity profile within My Optus app. Find out more

Providing products and services that improve device security

Optus WiFi Secure™ is a month-to-month subscription service that protects you and your family from malicious threats while they’re online via a WiFi connection from a compatible Optus supplied modem, using an Optus nbn internet service.
Optus WiFi Secure™ provides security against many online threats such as malicious websites, botnet attacks, and Denial of Service attacks. It helps to make sure all internet traffic passing through the compatible Optus supplied modem to any device connected to your home or business Optus internet network is safe from these threats. Find out more

Helping and educating customers

Optus Digital Thumbprint

Optus Digital Thumbprint supports digital safety and wellbeing with educational workshops, guides and resources for young people and families. The program is designed to support parents, educators, children and young adults with:

• Cyber Security
• Digital Identity
• Cyberbullying and Respectful Relationships Online
• Digital Discernment
• Digital Balance

Find out more