My Account: Username & Password Help

To log into My Account, you'll need to use your registered email address as your username. For more details, see 'Username changes' below.

If you can’t remember both your username and password, you’ll need to retrieve your username first before resetting your password.  

Retrieve your Username
  1. Go to My Account and click Forgotten your username or password?

  2. Select My Username / Email Address and click Next

  3. On the new page, enter your Registered email address (the email address you've previously given to us) OR your Account number

  4. Click Continue

  5. You'll then be presented with 2 options:

    • To have your username displayed on screen

    • To have your username emailed to you

  6. Follow the prompts for whichever option you choose

  7. Once you have your username - log into My Account to reset your password

Haven't received the email?

During busy times it can sometimes take a few minutes for the email to come through.  

  • Check all of your email accounts and their junk / spam folders
  • The email is sent from system.admin@optus.com.au

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Reset your Password

Tip! Be careful here, you've got 5 attempts before the system locks you out for 30 minutes.

Request a new password

  1. Go to My Account and click Forgotten your username or password?

  2. Select My Password and click Next

  3. Enter your Email address (it's also your username) and select your Date of Birth from the drop down boxes

  4. Click Submit

  5. On the next screen, enter your Email address and click Continue

  6. An email will be sent with a link to reset the password

Haven't received the email?

During busy times it can sometimes take a few minutes for the email to come through.  

  • Check all of your email accounts and their junk / spam folders
  • The email is sent from system.admin@optus.com.au

Log in with your temporary password

  1. Allow 15 minutes to pass then go to My Account and enter your Username

  2. Copy / type the Temporary password from the email / SMS including any special characters (make sure you don't copy any empty spaces)

  3. In the new login page - enter your Username 

  4. Then paste your Temporary password into the Password field

  5. Click Log in


Change your temporary password

  1. You'll be asked to select a New password in the next screen. Make sure it conforms to the password requirements

  2. Re-type your New password into the Confirm password field

  3. Click Submit

  4. The password will also need to be updated on any other devices that access My Account

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Username Changes

We're making some changes to My Account where you'll need to start using your email address as your username, but don't worry your password will still stay the same.

Follow the steps below if you get the following message when trying to log into My Account.

"Your username is the email address you provided us with when signing up. Otherwise, please upgrade your username to an email address"

  1. Within the message, click on the link upgrade your username to an email address

  2. You'll see one of the following messages, click on the relevant message below for next steps:

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