Below are some common reasons your recharge might have failed and how to resolve them.

Incorrect number selected

Recharges that have been applied to the incorrect Mobile service, unfortunately, can't be changed or reversed. It's your responsibility to check all details including the service number before submitting the request to recharge.

Recharge payment declined or unsuccessful

Common reasons for a failed recharge are:

• Financial institution problem: There may be insufficient funds or a problem with your financial institution. If unsure, contact your financial institution to clarify
  
  
• Recharge limit exceeded: The maximum number of recharges allowed within a 24-hour period has been exceeded
  
  
• Maximum balance exceeded: The maximum credit / real money balance allowed is $500. If your recharge brings your balance above this limit, the recharge can be declined. Either reduce your existing balance by using your credit or reduce the recharge amount
  
  

For most payment failures we will SMS you a one-time Optus PayID that can be used in your banking app or internet banking for alternative payment. Payments done via this method will be recharged almost instantly in most cases.

To start, text the word VOUCHER to 9999 and follow the prompts to redeem your voucher. If your voucher has failed, see the common reasons below and how to resolve them: 

• Voucher is invalid for your plan: Your voucher is valid however the recharge amount is not valid for the plan you are on. Check your plan CIS to see what recharge amounts are valid for your plan. If you purchased a recharge amount that is not valid, return to your place of purchase to exchange for the correct one. If the issue continues, contact us.
• Voucher expired: An incorrect or invalid voucher has attempted to be redeemed. Ensure you're using an Optus Prepaid voucher and check the voucher hasn't expired
  
  
• Expired at time of purchase: Return to the place of purchase with your receipt
  
  

• Expired after purchase: If your voucher has expired since it was purchased, it'll now be unusable and you'll need to purchase a new one
  
  
• Not clear enough to use / redeem: You'll need to contact us. We may ask you to email both sides of the voucher to us
  
  
• Is valid, but can't be used / redeemed: Double check you've entered the correct details and try again by a different method. If the issue continues, contact us
  
  

Please note: use of the $180 & $350 vouchers are restricted to only select plans - please check your plan CIS before purchasing these denominations

If you've successfully recharged your service, but your service isn't working, try these steps:

1. Check your balance:
   • Your balance can take up to 5 minutes to update after a recharge
   • To check your balance, SMS MENU to 9999 (free from an Optus Prepaid service); or see more options here
     
     
2. Reboot your device:
   • Switch off your mobile device / disconnect your modem for 30 seconds then restart / reconnect your device so that your recharge registers on the network
     
     
3. For a tablet or PC, restart your application(s):
   • If you can't access the internet or use an application, close all browser windows and quit all open apps, then restart your device
   • We have additional troubleshooting support here