We’re sorry for your loss and we would like to make managing their account with us as simple as possible.

How to close an account and/or transfer ownership of services

If the account holder has passed away, please call us on 13 22 58 and we can help you to close the account or transfer ownership of the services into your name. If you choose to transfer ownership of any services, you’ll need to meet our credit requirements.

When contacting us, please have the account holder’s username, mobile number or account number ready, as well as their:

• Full name
• Date of birth
• Home address

For confirmation, we may ask that you email us a copy of the Death Certificate or Coroner’s notice.

The person contacting us should be an authorised representative of the deceased. This includes:

• Next of kin
• Executor or administrator of the estate
• Power of attorney
• Trustee or solicitor administering the estate
• An authorised representative listed on the account

 

How to use the Australian Death Notification Service

You can also notify us about the death of the account holder using the Australian Death Notification Service.

The Australian Death Notification Service is a national service which enables you to digitally notify multiple organisations about the death of the account holder. This service provides secure online environment for you to send an email notification to multiple organisations at one time.

To opt into this service, head to the Australian Death Notification Service and provide the below:

• Details of the person who has died
• Confirmation you would like to notify iiNet
• Your details as the notifier

The Australian Death Notification Service will validate details of the deceased person against the Australian Death Check (ADC) and pass on information to our appropriate team, who will reach out to you.

After you have submitted the request, you will be contacted by iiNet within 10 business days to discuss the next steps.

You can make enquiries and changes on behalf of the account holder if you have been granted Power of Attorney to act for the account holder. For us to grant you access to the account as an authorised third party, you’ll need to provide the Power of Attorney and supporting documentation.

Mail	You can mail the Power of Attorney, with supporting documentation to: iiNet Customer Relations, Ground Floor, 502 Hay St, Subiaco, WA 6008
Fax	You can fax the Power of Attorney, with supporting documentation to: 1300 785 632 Attn: Customer Relations Team

Select one of the links below to jump to a query:

There are some important steps to follow when transferring your Domain & Hosting products. To ensure the transfer process goes smoothly, prepare backups and have the following information ready.

Domains

To initiate a transfer for a Domain only, there are a few things you will need.

1. The Domain Password - This is known as the EPP Key, Transfer Key or Authorization Code.
   • For .au Domains, this can be recovered from pw.auda.org.au
   • For any Generic Top Level Domain (.com, .biz or .net) you will need to contact your Domain Host. If your domain is with iiNet, contact us at 1300 378 638 or  support@iinethosting.net.au.
2. For the domain to be unlocked
3. For you to have access to the Registrant Contact Email address to accept the Domain Transfer.

Please note: Updating Contact details on a generic Top Level Domain may lock the domain for 60 days.

Various non-iiNet provider-specific guides for recovering domain passwords, unlocking domains and updating contact details can be found at Retrieving your details from your Domain Name Registrar.

Domain Transfer Timeframes vary depending on the type of Domain

• .au Domain transfers take 48 hours from the transfer acceptance
• Generic Top Level Domain (.com|.biz|.net) transfers take 3-5 business days from the transfer acceptance. Once complete, verification of the Domain Contact details is required.
• .co.nz - The New Zealand Registry will transfer the domain immediately as long as the UDAI (Unique Domain Authentication Identifier) password is correct.
• .co.uk domains use a Registrar TAG - This would need to be changed by the current Domain Registrar.

DNS - Domain Name System

Any domain held with iiNet comes with free DNS Hosting available and we have DNS-only add-on services. If you change your Domain Provider, it does not automatically update the DNS Hosting Provider.

If you want a new provider to take over the DNS before the domain transfer, this must be done before the domain transfer is accepted. You will need to change your Nameservers with your current Domain Registrar.

To view your iiNet Registered Domains:

1. Log in to the Hosting Control Panel.
2. Go to Account > Registered Domains.
3. Click on the domain name you wish to update and then click Manage Nameservers or Change Nameservers to Preferred.
4. Enter the name servers you require and then click Update Name Server.
5. Once this change has been made, select Sync to Registry.

Once a domain transfer has been completed, you can re-delegate your Domain Nameservers through your new Domain Registrar.

Any DNS Records in your existing DNS Host system will not automatically transfer. These records will need to be manually added to the new provider’s system.

To view your iiNet Hosted DNS Records:

1. Log in to the Hosting Control Panel.
2. Select All Domains from the drop-down menu at the top right.
3. Click on Hosted Domains > yourdomain.com > DNS > DNS Records.
4. Click Add New Record.

Website Hosting

The migration of any website files is your responsibility. You will need the following:

• The website files
• An export of your current database (if applicable)
   

Databases are used on Content Management Systems (CMS) such as WordPress, Joomla and Drupal. If you believe you may be using one of these, or are unsure, a check can be done at What CMS.

Website files can be uploaded to our server via FTP Software such as Filezilla. The details to access FTP can be found in the Hosting Control Panel.

Please Note: If you see the Subscription name: WebHosting Plesk, please follow the guide available HERE.

1. Select the Web Hosting Subscription from the Subscription drop-down menu in the top right.
2. Click on the Websites tab.
3. Click into the Domain Name.
4. Select FTP Access, then enter the following details:
   • Hostname: IP address
   • Username: FTP Login Name
   • Password: FTP Password

The FTP Password is usually hidden, but selecting Edit under FTP Access will open a checkbox to allow for this password to be changed to something memorable.

Once website files are uploaded to the preferred web server, we can't guarantee the site will load, especially if the website has not been updated for some time.

Email Hosting

We are no longer providing Hosted Email services. If you have existing Hosted Email services, we recommend creating a manual backup of all email, contacts, and calendars, to ensure nothing is lost.

• If you are using POP3, all emails will be stored on the local machine.
• If you are using IMAP, all emails will be read from the existing server and viewable within your current Webmail.

Backup of the emails is your responsibility, but you can follow the process outlined in our various guides:

• Exporting and Importing Outlook Mailbox Content
• Exporting and Importing Outlook for Mac Content
• Exporting and Importing Thunderbird Content
• Exporting and Importing Mac Mail Content

If you have any questions please call us on 1300 378 638 or email support@iinethosting.net.au.

If you have multiple accounts with iiNet, you can link your accounts together and manage them using a single login.

Note: When you order more iiNet services using your existing iiNet username, the account for your new services will be automatically linked to your existing account.

To link or unlink your iiNet accounts, please call us on 13 22 58 and we’ll be happy to help.  

• Only an authorised contact may request to link an account.
• Accounts may only be linked if they have the same account holder (full name and date of birth must match).
• After linking your accounts, your payment details and invoices may be combined (for example, prepaid services will continue to be billed separately).
• If your services are combined into a single monthly invoice, you may find adjustments (such as partial monthly fees) on your next invoice to align these services to the same billing period.
• You are responsible for paying for each service under your accounts and you must ensure that your payment method is correct for each of your iiNet services. Learn how.
• You may unlink your accounts at any time by calling us on 13 22 58. If you unlink your accounts, you may lose any bundling offers, invoices will no longer be consolidated, and you'll be required to log into each individual account to manage your services.

Your linked accounts can be seen in Toolbox by selecting Linked Accounts:

Once your accounts are linked, you can switch between your different services using the Select a service to manage drop-down:

 

1. Open Outlook and click File in the top left-hand corner of the screen.
   
2. Select Add Account. 
   
3. In the pop-up window, enter your iiNet email address in the text box, then hit Connect. 
   
4. Enter your Password and select Connect.
   
5. Microsoft Outlook will automatically check your email settings and report back with any errors, such as if your email address or password is entered incorrectly.
   Note: If an error is found or settings could not be automatically detected, you should select Change Account Settings and correct your details. Refer to our recommended email settings for more info.
6. If no errors were found, hit Done to finish.
   

 

Fraud

We take fraud seriously at iiNet, and we’re committed to helping you if you suspect that you’ve been a victim of fraud.

Online fraud generally involves phishing, which as an attempt to get private or personal details by pretending to be a legitimate entity. Phishing websites, emails and text messages can be difficult to spot. Try to look out for incorrect spelling and grammar, and poor layout, imagery and styling.

 

What to do if you receive suspicious correspondence or calls claiming to be from iiNet

If you receive a call, letter, email, text message or other communication that claims to be from iiNet and you suspect it may be a scam or hoax, give us a call on 13 22 58.

Scam Emails and Text Messages

If you receive an email or text message that is unknown, unsolicited or you suspect to be fraudulent including messages with a one-time code that you didn’t initiate, this is what we advise:

• Don’t reply to the SMS or email
• Don’t provide any personal details
• Don’t click on any links
• Don’t open any attachments
• Don’t call any numbers associated with the SMS or email
• Don’t share any content of the SMS or email with anyone
• Email a screenshot of the message to abuse@iinet.net.au  
• Report the email or SMS to Scamwatch
• Email abuse@iinet.net.au and provide a screenshot of the suspected fraud message, the date and time you received it, how many times you received it and your mobile number.

Scam Phone Calls

iiNet only calls our customers from selected numbers. If you receive a phone call that you suspect is fraudulent, this is what we advise:

• Don’t give the caller any personal details and hang up.
• Check that the call is coming from a number that’s not a number that we use.
• Block the caller/sender’s number using your phone’s built-in call rejection features or by downloading an app to restrict incoming calls and messages.
• Let the call go to voicemail and then listen to any message left to ascertain if this might be a genuine call. For more information on how to set up and manage voicemail, head to our support page.
• Report the call to Scamwatch
• Report the email or SMS to Scamwatch
• Email abuse@iinet.net.au and provide the date and time you received the call, how many calls you received in total and your mobile number.

 

How iiNet can help if you believe you’re a victim of fraud

My number has been fraudulently used to create a service with iiNet, or I suspect it has

If you believe that someone has stolen your ID to create an account with iiNet, please email us at customer-relations@iinet.net.au.

There's a number on my account that I don't recognise

If there’s a number on your account that you don’t recognize, please email us at customer-relations@iinet.net.au.

I didn’t receive my order

If you didn’t receive your order it’s best to call us on 13 22 58 from any phone.

My number has been fraudulently transferred from iiNet to another provider, or I suspect it has

If you suspect someone has attempted to, or has fraudulently transferred your mobile number to another provider without your knowledge or consent, please immediately report this to:

• Our Customer Service on 13 22 58 from any phone.
• The Australian Federal Police or the law enforcement agency in your state or territory
• Scamwatch

There are transactions from iiNet on my bank/credit card statement that I don't recognise

If there are transactions from iiNet on your bank/credit card statement that you don’t recognise, contact your bank immediately and ask them to raise a payment dispute with iiNet and reverse the charges back to you.

 

Current scams and hoaxes

If you’ve been scammed, it’s best to report it to Scamwatch. Check out our list of the latest scams.

I think I have lost money to a scammer

Contact your financial institution immediately if you believe you have lost money to a scammer or believe your banking or credit card details may have been shared with a scammer.

They may be able to stop a transaction or close your account if the scammer has your account details.

 

How to protect your device

Here are some ways to protect your device:

• Make sure to use strong PINs and passwords and change them regularly. Avoid easy-to-guess PINs and passwords like ‘1234’, ‘0000’ and ‘password’.
• Lock your mobile handset and voicemail with strong PINs.
• Think carefully before clicking on a link or opening suspicious emails and attachments.
• Pay attention to your app permissions (what your apps are allowed to do and access, e.g. location, call history, etc.). Only allow necessary permissions.

 

Please see: iiNet phone numbers and email addresses

iiNet understands the importance of staying connected when you've been affected by a natural disaster such as bushfire or flood.

In addition to assistance offered under our Financial Hardship Policy, options available to affected customers include:

• Free connection to alternative premises/accommodation while your home is uninhabitable;
• Free installation of any broadband service (including modem and delivery) at your new premises within 12 months with no change to contract (if relevant);
• The temporary plan downgrade, suspension or cancellation of any broadband service (without penalty);
• Waived additional Mobile Data Block fees on iiNet 4G Mobile plans;
• A free replacement modem for your iiNet broadband service.
• Retain your iiNet mailbox for free for 12 months.

To request assistance or discuss options available to you, please call us on 13 22 58 or make an online enquiry.

If you've never logged into Toolbox before, please see An Introduction to Toolbox.

If you've forgotten your password, please see How to retrieve a forgotten password.

 

1. Log in to Toolbox and select Manage Email.
2. Select Manage for the email address you wish to update the password for.
   
3. Under "Update password", select Update password.
   
4. For Current Password, enter the password you use to log in to Toolbox (this may differ from the current password for the mailbox).
5. Then enter the desired password for your mailbox in the New Password and Confirm Password fields.
   Note: Passwords must meet the requirements in our Password Policy.
   
6. Select Change password to finish.
   Note: After changing your email password, you may need to update your password in your email client settings.