How to guide: Manage your account from home in Toolbox


Have you heard about Toolbox? It’s the name of our online account management tool and it can make life a lot easier when you need to make changes to your iiNet account.

If you need to make a change, you can hop online with your computer, tablet or smartphone and take care of it in Toolbox in just a few minutes. You can use Toolbox for a range of handy tasks from the comfort of your own home or even when you’re on the go, like when you’re commuting to work.

To help you get started, we’ve prepared these quick guides so you can master your Toolbox. Keep reading and you’ll know how to log in, update your payment details, request an invoice extension, update your contact details, change your broadband plan and more!

It all starts with logging in

You can log in to Toolbox at – you may want to add this link to the bookmarks in your web browser so you can visit Toolbox in just a click or two.

  • If you’re a broadband customer, log in with the username and password for your broadband service. It must be the broadband service – if you log in with the username and password for an extra mailbox, you won’t see many important features. We designed it that way so you can safely create mailboxes for other family members or housemates without giving them the ability to make changes on your overall account.
  • If you’re a mobile-only customer, log in with the username and password for your iiNet email address.

password_recoveryRecovering a forgotten password

You can find your broadband username on your monthly iiNet invoice. If can’t remember your password, please click here. Once you regains access to your account, you can change it to something you’ll remember or record it for safekeeping.

If you get truly stuck, just give us a call on 13 22 58. A member of our friendly Customer Support team can talk you through how to regain access to your account, then you can record your username and password for safekeeping so you won’t get stuck again.

Update your payment details

The payment details on file for your iiNet account are used to debit your iiNet invoices. If your bank account details have changed or your credit card has expired, you can update them in just a few minutes by following these steps:

  • Log in
  • Select Bills & Payments
  • Select Update payment details
  • Select either Credit Card or Direct Debit
  • Enter your new details and hit Save.

For a full guide, check out Updating your payment details in Toolbox on iiHelp.

Request an invoice extension

It can happen to anyone – maybe a surprise bill left you short until next pay week, or perhaps you’re just worried a BPAY payment won’t clear before the due date. If you ever need a quick extension on your monthly iiNet invoice, don’t stress – you can request a 7-day extension in Toolbox. Just follow these steps:

  • Log in
  • Select Bills & Payments
  • Hit Request Extension next to the outstanding invoice
  • Hit

For a full guide, check out Paying or extending and invoice in Toolbox on iiHelp.

Update your contact details

Whether your mobile number has changed or you’d just like your monthly iiNet invoices to be sent to a different email address, you can quickly edit the existing contact details listed on your account by following these steps:

  • Log in
  • Select My Account
  • Select Update contact details
  • Hit Edit next to the contact you’d like to update
  • Change the contact details as required
  • Hit

For a full guide, check out Updating your contact details in Toolbox on iiHelp.

Change your broadband plan

Some broadband providers may lock you into a specific plan for full length of your contract, with hefty fees if you want to switch. Not us! You can change your plan any time you like. It’s easy to view available plans and make the switch by following these steps:

  • Log in
  • Select My Products
  • Select the type of product you’d like to change – Broadband, Phone or Mobile
  • If you have more than one service, make sure the correct username is selected from the Product drop-down menu
  • Select Change plan
  • Select your plan from the list of available options
  • Hit Switch to this plan
  • Check out the summary of the changes and hit Confirm if you’re happy to go ahead.

For a full guide, check out Changing your broadband plan in Toolbox on iiHelp.

For more guides on all the stuff you can do in Toolbox such as retrieving your invoice records, monitoring data usage and looking up your call history, check out Using Toolbox on iiHelp.

Is there something you’d like to know how to do in Toolbox? Let us know in the comments.


  1. Phil Tweedie says:

    When can we expect a more iPad compatible app to be would really great have a fully featured app for the iPad

    • Leo Yarnold says:

      Hi Phil,

      That’s a great suggestion and this is something we can pass on. In the meantime, make sure you’re using the app in the app store called “iiNet Support”, as the previous app, simply titled “iiNet” is no longer valid.

      – Leo

  2. Peter says:

    The toolbox app has been my preferred method of keeping tabs on my account for years, but as of the latest IOS update it is broken on the iPhone!

    I hope a fix is on the way!

    • Leo Yarnold says:

      Hi Peter!

      You may have the old app.

      You’ll need to uninstall the old “iiNet” app, then search on the app store for the app called “iiNet Support”.

      – Leo