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Unable to Access My Account or the My Optus app with new sim

When I try to log into my Account section of the My Optus App, it tells me that an account already exists for this user. But then I cannot log in. 

When I select 'I Already Have an Account' to log in instead, it says I'm unable to view services via the app and to log in via the Optus website. 

When I go to the website, it says it cannot link my service number. 

I am stuck in this loop and I think I might have a duplicate profile somewhere that needs to be fixed? This is preventing me from logging in, applying for any data, or getting any help from Optus during this Covid-19 situation. 

I tried calling to speak with someone but was cut off after waiting to speak with someone for 50 minutes..... 

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