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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 has now changed. Since it’s a new platform, if you want to log in to My Vodafone web, you’ll need to register first. Once you register, you’ll be able to login with your email and password. Head to our My Vodafone web page to find out more or register now.

App
To access the My Vodafone app, you’ll be directed 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 these troubleshooting steps according to what you’re struggling with.

 Registration

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, give us a call on 1555 to update your email to the correct one, 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 send the one-time code to will be shown on the screen. If the mobile number looks correct, 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. Click on "Get help logging in"
  2. Click on “Forgot email address”
  3. Enter the mobile number that’s listed as the primary mobile number on your account, and enter your date of birth, then click "Get one-time code"
  4. Enter the code we’ve sent you via SMS
  5. We’ll then SMS you the email address linked to your account.
  6. Login again using this email address

Forgot password or account blocked

  1. Click on "Get help logging in"
  2. Click “Reset your password”
  3. Enter the email address that’s linked to your account and enter your date of birth, then click "Get one-time code"
  4. Enter the code we’ve emailed you
  5. Create your new password, making sure you follow the password guidelines
  6. Click “Reset password”
  7. On the "Password update successful" screen, click "Go to Login"

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

Troubleshooting steps for logging in to My Vodafone app

When you log in to My Vodafone 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 app but the SMS or email link was clicked from a different device where the app isn't installed. If you request the link through the app, always click on 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. 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. 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 through My Vodafone or by giving us a call on 1300 650 410.
  4. If you're accessing 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 your contact details through My Vodafone.

If your contact details are not up to date, then we won't be able to SMS or email you the instant login link. Here's how to update your contact details through My Vodafone for each of our services.
Prepaid phone plans

Enter your Vodafone mobile phone number and we'll send you a login link via SMS or email. 

SMS
SMS is best for mobile phone services where you have the device in your hand. We'll send the login link via SMS to your mobile number.

Email
We will send the email to your primary contact email address. If your email isn't up to date we won't be able to send you the login link. You can update your email address in account settings, under edit profile.
Phone plans

Enter your Vodafone mobile phone number and we'll send you a login link via SMS or email. 

SMS
SMS is best for mobile phone services where you have the device in your hand. We'll send the login link via SMS to your mobile number.

Email
We'll send the login link to the bill delivery email address we use to send your Vodafone bill. If your billing email isn't up to date, then we won't be able to email you the instant login link. Go to the billing options page in the bill and payments section to check and update your email.
nbn™ plans

If you have an nbn® and a mobile phone service with us, you can log in using your mobile phone number. Once you've logged in, you can switch to nbn® on the My Vodafone dashboard.

To log in to My Vodafone, you'll be able to enter your nbn® number and we'll send you a login link via SMS or email. The 611 number for your nbn® service is listed in the 'Bill Summary' section on the front page of your bill.

SMS
We'll send the login link via SMS to the mobile number associated with your account. If you want to change this mobile number, head to edit profile under Account Settings in My Vodafone.

Email
We'll send the login link to the bill delivery email address we use to send your Vodafone bill. If your billing email isn't up to date, then we won't be able to email you the login link. Go to the billing options page in the bill and payments section to check and update your email.

If you've deactivated email bill, you'll still receive the instant link email.
Home Internet plans

If you have a Home Internet and a mobile phone service with us, you can log in using your mobile phone number. Once you've logged in, you can switch to your other service on the My Vodafone dashboard.

To log in to My Vodafone, you'll be able to enter your Vodafone number and we'll send you a login link via SMS or email. The 614 number for your Home Internet is listed in the 'Bill Summary' section on the front page of your bill.

SMS
We'll send the login link via SMS to the mobile number associated with your account. If you want to change this mobile number, head to edit profile under Account Settings in My Vodafone.

Email
We'll send the login link to the bill delivery email address we use to send your Vodafone bill. If your billing email isn't up to date, then we won't be able to email you the login link. Go to the billing options page in the bill and payments section to check and update your email.
Mobile broadband plans

If you have a mobile broadband and a mobile phone service with us, you can log in using your mobile phone number. Once you've logged in, you can switch to your other service on the My Vodafone dashboard.

To log in to My Vodafone, you'll be able to enter your Vodafone number and we'll send you a login link via SMS or email. The 614 number for your mobile broadband is listed in the 'Bill Summary' section on the front page of your bill.

SMS
We'll send the login link via SMS to the mobile number associated with your account. If you want to change this mobile number, head to edit profile under Account Settings in My Vodafone.

Email
We'll send the login link to the bill delivery email address we use to send your Vodafone bill. If your billing email isn't up to date, then we won't be able to email you the login link. Go to the billing options page in the bill and payments section to check and update your email.
Prepaid mobile broadband plans

Enter your Vodafone mobile broadband number and we'll send you a login link via SMS or email.

SMS
We'll send the login link via SMS to the mobile number associated with your account. If you want to change this mobile number, head to edit profile under Account Settings in My Vodafone.

Email
We'll send the login link to the email address associated with your mobile broadband. If your email isn't up to date we won't be able to send you the login link. You can update your email address in Account Settings, under edit profile.

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