How to Change Your Account Name or Service Ownership

For information on changing the account ownership to another individual we’ve got everything you need to know right here!

If your request is due to a deceased estate, please see this article for assistance. 

If you need to update your personal details on your account but not change the owner, check out how to update your personal details.

The easiest way to request a change of ownership is via the online form. If you need any assistance, you can Chat with Us or Visit Us in-store.

How does the online form work?

The online form can be used for all services except Mobile Broadband, Fetch on its own and Postpaid Mobile services with the Number Share feature enabled on an Apple Watch Series 3 with cellular.

Filling out the form

Current Account holder:
  1. Go to the online form and select start new request

  2. Select the service type you want to transfer

  3. Fill out the required information and click validate

    Note: If we're unable to validate your account, make sure you've entered all the details correctly. If still unable to validate please chat with us or visit in store.

  4. Complete remaining information, agree to the Terms & Conditions and click submit

  5. A reference number will be displayed which the new/ prospective Account Holder will need to complete the second half of the form. This reference number will also be sent in an email

New / prospective Account Holder:
  1. To complete the second half of the online form select complete a saved request and enter the reference number provided to the current Account Holder

  2. Enter the reference number and click continue

    Note: If the reference number cannot be located it may have expired. Requests need to be completed within 21 days

  3. Enter the required details, read and agree to the Terms & Conditions then click submit form to complete

How Long does it take?

We'll get it sorted within 10 business days of receiving the completed form. To avoid delays, please ensure all details provided are correct.

Previous Account Holder will:
  • receive a final bill(s) for any call charges/ fees incurred until the date of change and any pro-rata adjustment for monthly charges paid in advance
  • be unable to access previously owned services through My Account or Member Services
New / prospective Account Holder will:
  • receive a first bill(s) with a new account number(s) for usage from the date of change and a pro-rata charge to bring their service fee(s) a month in advance
  • be able to set up any eligible services with My Account or Member Services

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I'm unable to submit my request via the online form

If we're unable to validate your account, even though you have entered all the details correctly, or there is another reason why you're unable to use the online form, you can chat with us or visit us in store

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Does my Plan, Phone or Account number change?

Will the plan(s) change?

Unless you've specifically requested a change to your plan(s), bundle, etc. wherever possible we'll try to keep you on the same plan(s) / bundle offer.  You will take on the remaining contract period and not start a new contract term.

There are some cases where it may not be possible for us to do this: these are outlined below. If a change is necessary we'll contact you to discuss your options.

Eligibility / service combination does not meet offer requirements

If there are specific services, product combinations or other eligibility requirements* needed for a bundle or rate plan offer and you / your service combination does not meet these criteria, then we will need to change you to the next best offer for which you're eligible.

*E.g. For our 'Simple Plans' you must be 50 years or older.

The plan / bundle requested is no longer available in our systems

From time to time plans / offers and products are archived in our systems, making them unavailable to be added to new accounts / services. If this is the case we can help you identify the next best value option to meet your needs and expected usage.

Does my phone or account number change?

Phone numbers

These won't change provided the service remains active with Optus during the changeover.

Account numbers

The new Account Holder will be issued with a new account number(s).

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