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My Vodafone troubleshooting guide

Head to the App Store or Google Play to update to the latest version of the app.

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If you’re having trouble accessing My Vodafone, this support article will provide some troubleshooting steps.

It's best to access My Vodafone through the app on your Vodafone mobile. You can also access My Vodafone on your mobile through a web browser.

Web browser

Our My Vodafone web experience changed on 8 February. If you haven’t already, you’ll need to set up your new email and password login. Once you’ve done this, you’ll be able to log in. Visit our My Vodafone web page to find out more or set up your new login now.

If you’ve already set up your new login, you can log in using your email and password now.

App

Android

My Vodafone for Android has changed. If you haven’t already, you’ll need to set up your new email and password login. Once you’ve done this, you’ll be able to log in. Visti our My Vodafone web page to find out more or set up your new login now.

If you’ve already set up your new login, you can log in using your email address and password via the My Vodafone app now.

iOS

To access the My Vodafone app for iOS, go to the My Vodafone login page. On the login page, you need to enter your Vodafone mobile, your 614 number for Mobile Broadband or Home Internet, or your 611 number for nbn®. We'll then send an instant login link to you via SMS or email. This link can only be used once and expires after 5 minutes. To log in again, simply request another instant login link.

Troubleshooting steps for registering or logging in to My Vodafone web

If you’re having trouble registering or logging in to the new My Vodafone via web browser, try the following troubleshooting steps depending on what you’re struggling with.

 Setting up you new login

Not receiving a one-time code in your email

  1. Check that your email is correct and valid
  2. Check your spam folder
  3. If your email’s correct but you’re still not receiving the code, clear your cache and close your browser, then reopen it
  4. Resend the code after 30 seconds

We couldn't find a profile linked to the email address you entered

  1. Check you've used the email you used when signing up to your Vodafone service
  2. If the email is incorrect, call us on 1555 from your Vodafone mobile or 1300 650 410 from any phone to update your email address, then try registering again with the updated email

Error after entering your date of birth or not receiving a one-time code SMS

  1. The date of birth entered has to be the account holder’s date of birth. If the account belongs to someone else, you’ll need that person to register
  2. The last 3 digits of the mobile number we sent the one-time code to will be shown on the screen. If the mobile number looks correct and you have access to the phone but you haven’t received the SMS, check your spam messages

Unable to set password

  1. Follow the guidelines shown beneath the new password field

If you still need help with anything, give us a call on 1555.
Logging in

Forgot email

  1. Select ‘Reset password or recover email address’ on the login page
  2. Select ‘Recover email address’
  3. Enter your Vodafone mobile number and your date of birth, then select ‘Continue’
  4. We’ll send your login email address to the Vodafone mobile number linked to your account
  5. Log in using the email address we sent you

Forgot password or account blocked

  1. Select ‘Reset password or recover email’ on the login page
  2. Select ‘Reset password’
  3. Enter the email address linked to your account and your date of birth, then select ‘Continue
  4. Enter the code we sent to you via email, then select ‘Continue’
  5. Create your new password, making sure you follow the password guidelines
  6. Select ‘Save password’
  7. Select, Log in’ and then log in using your email address and new password.

If you still need help, call us on 1555 on your Vodafone mobile or 1300 605 410 from any phone.

Troubleshooting steps for logging in to My Vodafone iOS app

When you log in to the iOS My Vodafone app using the instant link, if you receive an expired, used or invalid link notification, please request a new link and use the new link within 5 minutes.

If the email isn’t in your inbox, check other folders including your spam, junk, trash, deleted items or archive. Also make sure you’re checking the correct account inbox.

Here are the reasons why you'd receive an expired, used or invalid link notification or a blank error page.

  1. The link has expired. The link expires after 5 minutes.
  2. The link has already been used. You can only use the link once.
  3. A second link was requested within a minute, and the first link was used. Always use the most recent link.
  4. The link was "previewed". If you preview the link on your phone, it will be considered as being used. Please don't preview the link.
  5. The in-app browser was closed prematurely. Don't close or cancel the browser before clicking on the SMS or email link. If you close or cancel, you'll need to re-start the login process.
  6. The link was requested using the iOS app but the SMS or email link was followed from a different device where the app isn’t installed. If you request the link through the iOS app, always use the SMS or email link on the same device.

Accessing My Vodafone troubleshooting steps

If you’re having trouble accessing My Vodafone, try these troubleshooting steps.

  1. Check your internet connection
      My Vodafone requires you to be connected to our mobile network or Wi-Fi. Make sure your device is receiving a mobile or Wi-Fi signal. Check out this support article for troubleshooting steps for accessing mobile data.
  2. iOS My Vodafone app users, check your number is still active
      If your Vodafone mobile, your 614 number for Mobile Broadband or Home Internet, or your 611 number for nbn® is no longer active on the Vodafone network, you won't be able to access My Vodafone.
  3. iOS My Vodafone app users, check your contact details
      If your contact details are not up to date, then we won't be able to SMS or email you the instant login link. You can update your contact details by calling 1555 from your Vodafone mobile or 1300 650 410 from any phone.
  4. If you're using the My Vodafone app, update your operating system to the latest version.
      The My Vodafone app only works on these operating systems:
    • iOS 14 or later. For optimum experience, use iOS 15.
    • Android 6.0 Marshmallow or later. For optimum experience, use Android 12.0.
  5. If you're using the My Vodafone app, update to the latest version
      My Vodafone performs best when you’re using the latest version of the app. Always update the app to the latest version when prompted.
  6. If you're accessing My Vodafone via a web browser, check you’re using a compatible browser.
      My Vodafone can only be accessed with these browsers:
    • Safari
    • Google Chrome

How to update the contact details linked to your account

If you need to update the contact details linked to your My Vodafone account, call us on 1555 from your Vodafone mobile or 1300 650 410 from any phone.

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