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

1. Update the My Optus app to the latest version
   
   
2. Check compatibility of your device. Your smartphone should be running iOS 14 (or higher) OR Android 10.0 (or higher)
   
   
3. If you're having difficulty accessing all your services and functionality (e.g. billing options):
   1. Make sure you're logged in to the app
   2.  Click here if you've forgotten your log in details
      
      
4. Turn your device OFF, then back ON again
   
   
5. Reset your device's Network Settings
   1. If you need help, search your device in our device guides for network reset instructions
      
      
6. Delete the My Optus app, turn your device OFF and ON, then re-install the app
   
   

If you're still having trouble after completing the above steps, contact us for more help.

If you're having issues using My Account, try the following troubleshooting steps:

1. If you can't log in to My Account:
   1. Click here if you're forgotten your log in or password
   2. Click here if you haven't registered yet
      
      
2. Make sure you're using a supported browser:
   1. Chrome is the best browser to use for My Account
   2. You may experience limited functionality using Safari
   3. Microsoft Edge is not supported
      
      
3. Try refreshing the page or closing the browser and opening again
   
   
4. Clear your browsers cache and cookies or try using incognito mode
   
   

If you're still having issues, trying using the My Optus app, or get in touch with us for more help.

You'll only be able to view accounts and services that you're the account holder for or have authority from the account holder.

If there's services you believe should be displayed, check the following:

1. Make sure you're logged in:
   • My Account
   • My Optus app
     
     
2. Is the account in your name or someone else's? This includes if you have a personal account in your name and an account under a business name
   • If accounts are in different names you'll need to get the account holder to contact us to confirm they approve for you to have access to their account
     • Read more about change of ownership here
   • If the accounts are all under the same name, there may be some issues with validating the information. You'll need to contact us to confirm the account details 
     • Find out how to consolidate your accounts here