Old phone broken, tried to order new phone online, but can't accept delivery without PIN

janina1 — Wed, 08 Oct 2025 10:13:00 GMT

Hi everyone,

I’m in a bit of a bind and could really use some advice.

Yesterday, I broke my phone completely — it’s unusable. I have an O2 eSIM on it, so I can’t receive calls or texts. I ordered a phone upgrade on the O2 website and paid for next-day delivery.

However, the delivery requires a PIN that’s sent to my phone number — which I can’t access. The courier couldn’t deliver the phone without it and advised me to contact O2.

Here’s the issue:

I can’t call O2 or use the MyO2 app since my phone is dead.

I can’t log into social media on my laptop because I need two-factor verification from my phone.

My eSIM can’t be transferred without the phone.

I’ve already paid for the new phone, but I can’t receive it.

My questions:

Can I go to an O2 store to sort this out in person?

Will they be able to cancel the current order or help me collect it another way?

Is there any way to transfer or reissue my eSIM in-store so I can access my number again?

Any help or advice would be massively appreciated. Thank you!

Re: Old phone broken, tried to order new phone online, but can't accept delivery without PIN

MI5 — Wed, 08 Oct 2025 10:50:37 GMT

@janina1

Go in store with photo ID and they will sort you out with a replacement sim.

topic Old phone broken, tried to order new phone online, but can't accept delivery without PIN in Other Products and Services

Old phone broken, tried to order new phone online, but can't accept delivery without PIN

Re: Old phone broken, tried to order new phone online, but can't accept delivery without PIN