My Vodafone troubleshooting guide
Head to the App Store or Google Play to update to the latest version of the app.
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.
Regardless of whether you access My Vodafone through the app or the web version, 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.
Logging in troubleshooting steps
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.
- The link has expired. The link expires after 5 minutes.
- The link has already been used. You can only use the link once.
- A second link was requested within a minute, and the first link was used. Always use the most recent link.
- 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.
- 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.
- 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.
- Check your internet connectionMy 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.
- Check your number is still activeIf 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.
- Check your contact detailsIf 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.
- If you're accessing the My Vodafone app, update your operating system to the latest version.
- iOS 14 or later. For optimum experience, use iOS 15.
- Android 6.0 Marshmallow or later. For optimum experience, use Android 12.0.
The My Vodafone app only works on these operating systems: - If you're using the My Vodafone app, update to the latest versionMy Vodafone performs best when you’re using the latest version of the app. Always update the app to the latest version when prompted.
- If you're accessing My Vodafone via a web browser, check you’re using a compatible browser.
- Safari
- Google Chrome
My Vodafone can only be accessed with these browsers:
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.
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.
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.
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.
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.
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.
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.