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Online Help

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Billing & Accounts

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Invoices (7)
Using Toolbox (15)
Safety & Security (5)
Manuals & Guides (4)

Articles about billing and accounts.

Account Contacts

Here's a rundown of the different types of contacts that may be authorised on an iiNet account, and what they're authorised to do.

Adam Internet - Information for existing customers

This article will provide information to Adam customers who have been brought across to iiNet’s billing system.

ADSL Relocations FAQ

The answers to some common questions about relocating any Home Phone or ADSL/ADSL2+ broadband service to a new address.

All About Phishing Scams

'Phishing' is the term for practices used to get your private information such as passwords or credit card details. Scammers use this information to commit fraud and other illegal acts.

All about Quota and Shaping

Answers to some common questions about the shaping process used for iiNet broadband services.

All about usernames

Everything you need to know about iiNet usernames including what they look like, where to find them and how they are used.

Authorised Twitter Representatives

Everyone who's licensed to tweet on iiNet's behalf. On occasion we may ask you to email us in order to assist you - these requests may come from the @iiNet account or one of the authorised representatives listed here.

Changing your broadband plan in Toolbox

How to change the plan for one of your existing broadband services in Toolbox, and how it will affect your quota and invoice.

Changing your Password in Toolbox

How to change your password(s) in Toolbox. You can use your username and password to log in to Toolbox and Webmail. A broadband service username and password can also be used in your modem settings to get online, and during a 9-Point ID check if you call our Support Team.

Checking your Call History in Toolbox

How to view your call history for your phone services in Toolbox. This includes Home Phone, Netphone (VoIP), Fibre Phone and mobile phone.

Closing an account or changing account ownership

Closing an account means that you will no longer have any services with iiNet. You may choose to move your service to another provider if possible, but all other services will be cancelled. Changing account ownership means another person is agreeing to take responsibility for owning all of the iiNet services on the account and paying the invoices for the account.

Complaints Escalation Process

An outline our Complaints Escalation Process, which is designed to encourage the fast and efficient resolution of your issue at the first point of contact.

Connect Outstanding FAQ

Connect Outstanding occurs when you attempt to get a Home Phone or any kind of broadband service connected at a property, but there is already an active landline phone service (that is not owned by you) at that address. This is what you should do if your order goes into Connect Outstanding.

Credit Reporting explained

This article gives our customers information on our current vendor list for Credit operations.

Credits and Refunds Explained

The difference between a credit and a refund and how they're used at iiNet.

Data Packs FAQ

Answers to some common questions about Data Packs for iiNet broadband.

Financial Hardship Assistance

Here's what you can do if you are affected by Financial Hardship.

Freezone FAQ

The Freezone is a selection of online sites and servers that customers can use without traffic counting towards their monthly quota. Better yet, if you do max out your monthly quota and get shaped, sites in the Freezone can still be accessed at full speed.

Getting your mobile handset proof of purchase from Toolbox

Your Proof of Purchase contains useful details such as the handset type and IMEI. It also includes the shipping date, which you may need if you're making a claim under our General Equipment Warranty.

How to Lodge a Statutory Declaration Form

Here's how to lodge a Statutory Declaration (stat dec) which may be required in certain situations regarding the provisioning or ownership of your iiNet account.

How to make a new email address in Toolbox

How to make or remove an iiNet mailbox, allowing you to have an email address that ends with the “” domain.

How to pay or extend an invoice in Toolbox

How to pay your outstanding invoice through Toolbox using a credit card, or request a 7-day extension.

How to retrieve a forgotten password

If you've forgotten your iiNet password, don't panic! Here's what you can do to retrieve it.

How to search the Billing & Accounts category

iiHelp's had an update! Here's a little help with how to find answers for your Billing & Accounts queries.

How to update your contact details in Toolbox

How to update your existing contact details or adjust your contact preferences in Toolbox. This allows you to opt in and out of different notifications such as feedback surveys, E-newsletters, customer research and information about new products.

How to update your payment details in Toolbox

How to update your nominated payment details in Toolbox. This is the default payment method for your iiNet invoices, which can be a credit card or a bank account.

How to view PDF files

How to safely download Adobe Reader for various Operating Systems, allowing you to view PDF files such as your monthly iiNet invoice. The software is free to download.

Invoice Alignments Explained

An explanation of invoice alignments used at iiNet. Because we offer so many different products that may have different ways of being billed, alignments are often necessary to allow us to bill you on the same date each month.

Mobile Voice Billing Explained

Answers to some common questions about the way that iiNet Mobile services and mobile handsets are billed.

Naked DSL Relocations FAQ

Here's the answers to some common questions about relocating a Naked DSL service to a new address.


Here's how to make use of iiNet Newsgroups available via Usenet.

Overdue invoices

An explanation of what happens when an iiNet invoice is overdue.

Password Policy

To keep your account safe, we have a set of rules for all iiNet passwords to make them harder for others to guess.

Relocations FAQ

If you're moving house, don't forget to bring your broadband! Here's some stuff you need to know about relocating your iiNet services.

Toolbox Overview

Introducing the basic layout of Toolbox, showing you how to get around and make the most out of managing your account.

Using Connection Speed Manager in Toolbox

How to use the Connection Speed Manager in Toolbox to adjust the connection profile of your ADSL2+ broadband.

Viewing connection history in Toolbox

Here's how to check your broadband connection history in Toolbox.

Viewing Invoices in Toolbox

How to view and download your iiNet invoices, either individually or in batches for an entire financial year.

Viewing Tasks in Toolbox

Each time you talk to an iiNet Customer Service Representative over the phone or by email correspondence, they add notes to your account in the form of tasks. Here's how to view your recent task history in Toolbox.

Voice ID check FAQ

Answers to some common questions about the voice authentication system (Voice ID check) that iiNet launched in June 2014 as a faster, more secure alternative to the traditional 9-point ID check.

White Pages Listings FAQ

Everything you need to know about White Pages listings for iiNet phone services including Home Phone, Netphone (VoIP) and mobile phone.