topic Re: Can’t Upgrade Online in Pay Monthly

Can’t Upgrade Online

Paul110 — Wed, 17 Dec 2025 12:05:17 GMT

I can’t seem to upgrade two of my accounts online - I have passed credit check and proceeds to payment yet when I put the payment through I’m presented with ‘We cannot take your payment at the moment please try again later’

I have tried various payment methods, I have emailed o2 and spoke to the team on Live Chat alongside calling them on 202.

I am being given different responses from there’s a payment issue with some accounts to this can only be sorted in-store.

Its an absolute shambles that there is no assistance being given to rectify this issue

Re: Can’t Upgrade Online

MI5 — Wed, 17 Dec 2025 12:22:57 GMT

@Paul110

Looks like you should contact the sales team as they can help with that – message them on Social Media if that works best for you - on Facebook or Instagram https://www.o2.co.uk/abouto2/social-media

Or you can call them on 0800 081 0255

Thanks

Re: Can’t Upgrade Online

pgn — Wed, 17 Dec 2025 18:29:37 GMT

Out of interest, @Paul110 - you wrote

> I have emailed o2

How? To what e-mail address?

There is a postal address buried in this section:

https://www.o2.co.uk/contactus

But no e-mail address except for these, none of which goes to CS, as 'O2 doesn't have a general customer service email; they've moved to online/app support'.

Specific Email Addresses:

Complaints: complaintreviewservice@o2.com (for formal complaints, expect a call back).
Credit File Issues: CreditFileReferrals@o2.com or creditfilereferrals@telefonica.com for matters related to your credit file.

Accessibility (Third Parties): accessforyou@o2.com for specific support requests if you're a third party helping an account holder.