If you've missed a payment because your card details are incorrect or there was a payment issue, we may attempt your automatic payment again 8 days later.

If you would like to make a manual payment during this time, please go to the Payment screen in My Optus app and click on ‘Pay now’. This option will not be available whilst we are attempting an automatic payment, however will be available if your second payment attempt is also unsuccessful.

You can also make a manual payment any time before your automatic payment is due, using our Pay Online page. With manual payments, you can pay the full amount or make a partial payment. Any remaining balance will be charged on your payment cycle due date.

Follow these steps to get your account back on track:

1. Open My Optus app
2. Tap the Payment tab at the bottom of the For You screen
3. A failed payment message will appear at the top of the screen
4. Select the Pay now link on the message
5. Select the saved card you wish to pay with:
   • If the card isn't saved, you'll need to add a new card
6. Tap Agree and pay now
7. Then you'll see the success screen, so tap Got it to finish

Note. The card details you have selected will become the details used for your automatic payment moving forward.

To change your card details, see Managing your automatic payments.

You need to keep your payments on track to continue enjoying your services and to avoid them from being restricted, suspended or your account cancelled and your service being disconnected.

Your account could also be referred to a debt collection agency. They may charge you additional recovery costs. You may also be referred to a credit reporting agency, where a default could be listed against your credit file, which could affect your ability to obtain credit in the future.

While your service is restricted, you'll be unable to make outgoing calls, send SMS / MMS, use data on any mobile device(s) attached to your account, your home internet will be slowed and your home phone will be limited to receiving incoming calls only (calls to emergency services will still be available). Any device charges will continue.

To restore your services, you'll need to check your payment details and make a once-off manual payment for the full overdue amount.

To change your card details or make a payment, see Managing your automatic payments

Note: You will need to make a payment for the full overdue amount to avoid your services being suspended. We’ll let you know at least 5 working days before this will happen. If your services are suspended, you won't be able to either make or receive calls (Triple Zero will still be available), send or receive SMS / MMS, use data on any mobile device(s) attached to your account, use your home internet or home phone.

While your service is suspended, you won't be able to make or receive calls (Triple Zero will still be available), send or receive SMS / MMS, use data on any mobile device(s) attached to your account or use your home internet or phone service. Any device and add-on charges will continue.

To restore your services, you'll need to check your details and make a once-off manual payment for the full overdue amount.

To change your card details or make a payment, see Managing your automatic payments.

Note. You'll need to get your account up to date as soon as possible to avoid your account being cancelled.

We're here to help, so if you need some help making your payment, visit us here and reach out to us today.

If you're having trouble paying for your Optus services, financial hardship assistance might be available.

For our Payment Assistance Policy and a summary of financial hardship assistance options, head to our Financial Hardship page.

To help manage your payments each month, you can also make a manual payment any time before your automatic payment is due, using our Pay Online page. You can choose to pay the full amount or make a partial payment. Any remaining balance will be charged on your payment cycle due date.

Once we've received payment, your account will be up to date, and your service(s) should be up and running within 4 hours.

If your account has been cancelled, and you don't pay your remaining payments for your account, you may be referred to a debt collection and credit reporting agency.

If your account is referred to a debt collection agency, you may be charged additional recovery costs. You may also be referred to a credit reporting agency, where a default could be listed against your credit file, which could affect your ability to obtain credit in the future.

If Device Protect Insurance is included in your monthly payments, then failure to pay your account will impact your ongoing insurance. We'll let you know if there are changes to your cover.

You can check if you have Device Protect Insurance via My Optus app or contact us.