Accessing My Vodafone troubleshooting guide.

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

When you access My Vodafone from your Vodafone phone with a mobile data connection to our network, the app will automatically load without logging in.

If you want to access My Vodafone from any other device or through WiFi, you’ll need to register for My Vodafone and then log in using your password.

Here are the different scenarios for accessing My Vodafone depending on how you connect to the internet.
 
Vodafone mobile network with a Vodafone device Automatic login to your service. To login under a different service, connect to WiFi, logout from My Vodafone and login with the different service.
On WiFi Manual login using your mobile number and password.
Tethering from another Vodafone device
Automatic login to the service of the hotspot device. To login under your service, disconnect from WiFi and connect via our mobile network.
 

Troubleshooting steps.

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

Check your internet connection.
My Vodafone requires you to be connected to our mobile network or WiFi. Make sure your device is receiving a mobile or WiFi signal. Check out this support article for troubleshooting steps for accessing mobile data.

Update your operating system.
My Vodafone performs best on these operating systems:

  • iOS 8 or later
  • Android Lollipop or later
 

Update to the latest version of My Vodafone.
My Vodafone performs best when you’re using the latest version of the app. Always update the app to the latest version when prompted.

Check you’re using a compatible browser.
My Vodafone performs best with these browsers:

  • Internet Explorer 11 or later
  • Firefox 50 or later
  • Safari 8 or later
  • Google Chrome 56 or later
 

Check your number is still active.
If your mobile number is no longer active on the Vodafone network, you won't be able to access My Vodafone.

Logging in troubleshooting steps.

If you’re having trouble logging into My Vodafone using WiFi, try these troubleshooting steps.

Mobile number incorrect.
Make sure you enter your Vodafone mobile number correctly, starting with '04' and enter all 10 digits. If you’re using a mobile broadband service and don’t know its number, check out our support page on finding your mobile broadband number.

Caps lock.
When entering your password, make sure that caps lock is off as the password is case sensitive.

Temporary account lock.
If you’ve entered your password incorrectly 3 times or if you’ve entered the wrong secret answer 3 times, you’ll be locked out of My Vodafone for 1 hour. 

You can still access My Vodafone from your Vodafone phone while you’re locked out.

Cookies.
If you log in but keep getting redirected back to the homepage or are told you’ve been logged out, check that your browser is set to allow cookies for My Vodafone.

App cache clearing
If you see an error message after entering correct login information, you may need to clear the cache by following these steps: Go to phone Settings > Apps > My Vodafone > Storage > Clear cache.
 

Temporary password retrieval.
If you’ve been sent a temporary My Vodafone password by SMS to your USB modem, Pocket WiFi or tablet device and need help retrieving it, check out our support page on accessing text messages on your mobile broadband.

Widget
Our widget for Android devices has been retired. To access the My Vodafone app, simply click on the app icon. If you’ve previously installed the widget, it’s best if you uninstall the widget as it won’t function anymore.
Registration troubleshooting steps.

If you have difficulty registering for My Vodafone, here are some troubleshooting steps.

Ensure you’ve entered the correct mobile number.
If you’re using a mobile broadband service and don’t know its number, check out our support page on finding your mobile broadband number.

Temporary password retrieval.
The temporary password is sent in a text message to the device that the SIM card for your Vodafone service is in. If you’re using a mobile broadband device and need help retrieving it, check out our support page on accessing text messages on your mobile broadband.

Saving your password.
If the system isn’t letting you save your password, make sure it adheres to these rules. Your password:

• Must be between 8 and 16 characters long.
• Must contain at least one number.
• Must contain at least one uppercase character.
• Must contain at least one lowercase character.
• Must not contain your mobile number, email address or your name (first or last).

Registering for My Vodafone on iPads and tablets.
When you register for My Vodafone, or if you forget your password, we send a temporary password as a text message. Unfortunately, some iPads and tablets can’t receive a text message.

Here are some solutions:

1. Access My Vodafone automatically by using a device on the Vodafone network.
2. Access My Vodafone using the login details for your phone plan. Once you’ve logged in, you can switch to the iPad or tablet usage details.