topic Re: Where is ‘Bring in new products’ on My O2 app? in My O2

Where is ‘Bring in new products’ on My O2 app?

AJ73 — Thu, 22 Sep 2022 06:42:40 GMT

Hi all, I’m looking to add another phone number - a SIM - to my My O2 account. I googled it and it appears it is under ‘Bring in Products’ but I can’t find that section anywhere on My O2 - can anyone help please? Thanks

Re: Where is ‘Bring in new products’ on My O2 app?

MI5 — Thu, 22 Sep 2022 06:55:30 GMT

@AJ73

It used to be under your details but it was mentioned recently that it had now been removed.

Check and see if it's still there for you.

Re: Where is ‘Bring in new products’ on My O2 app?

gmarkj — Thu, 22 Sep 2022 07:03:46 GMT

Can we got confirmation on if this is still possible @Martin-O2 @RafaC @Breanna ?

Re: Where is ‘Bring in new products’ on My O2 app?

pgn — Thu, 22 Sep 2022 10:52:53 GMT

On Pay Monthly MyO2, the section you need is now here

Then...

under "Contact Preferences", after you get your SMS'd PIN, here:

And then scoot down to here:

If that helps, @AJ73?

Re: Where is ‘Bring in new products’ on My O2 app?

RafaC — Thu, 22 Sep 2022 13:32:20 GMT

Thanks for the tag @gmarkj. @pgn was faster than us in showing the way 🚄

@AJ73 please let us know if the route above allows you to add the other number to your account.

Re: Where is ‘Bring in new products’ on My O2 app?

AJ73 — Sun, 25 Sep 2022 11:58:52 GMT

Thank you pgn, and everyone else who replied. That was very helpful, up to the point where I got a ‘This account is already registered’ popup when trying to add the other number (a PAYG) a couple times.

Went to local O2 store, to try and resolve this. According to store guy, you can only add pay monthly/contract SIMs, not PAYG sims.

Obviously if I convert the PAYG sim to a contract sim, it defeats the purpose of adding it to my account as there’d be no need to remotely top that up via my phone…

Anyone thinking that advice from the store is a bit odd?

Re: Where is ‘Bring in new products’ on My O2 app?

jonsie — Sun, 25 Sep 2022 12:18:14 GMT

You can add pay and go accounts so you were misinformed by the O2 store staff

You do however, have to use a different email address when adding the number

I have both contract and P&G in the same My O2

Re: Where is ‘Bring in new products’ on My O2 app?

pgn — Sun, 25 Sep 2022 15:40:12 GMT

If the PAYG phone you wish to bring into your own MyO2 ever accessed their account using their mobile number, then the PAYG phone already has an account.

You can either try to get that account reactivated yourself, or contact O2 to have it deactivated so you can bring the PAYG device cleanly into your own MyO2 as shown above, @AJ73 - the Social Media Team at O2 can do this, the links for each (Twitter, Facebook and Instagram) are just below this message.

Good luck!

Re: Where is ‘Bring in new products’ on My O2 app?

jonsie — Sun, 25 Sep 2022 16:16:35 GMT

Simply need to use another email address for the pay and go number

Re: Where is ‘Bring in new products’ on My O2 app?

jonsie — Sun, 25 Sep 2022 16:17:40 GMT

It's the email address that is already registered and that's why you are getting the error message

Trust me....

Re: Where is ‘Bring in new products’ on My O2 app?

Dan76 — Tue, 12 Dec 2023 05:32:30 GMT

This hasn’t worked for me, same issue. Has the app changed now?

Re: Where is ‘Bring in new products’ on My O2 app?

pgn — Tue, 12 Dec 2023 06:36:14 GMT

Not the app, per se, but the back-end billing system has changed to a new one called 360 for many. The functionality for bringing new products into an existing account has been removed until all customers have been migrated, @Dan76 - read the discussion to the end, and you will understand. For now, open a new account using a new e-mail address is all you can do. Any queries, O2 is reachable on Social Media using the link just below. Good luck!

Re: Where is ‘Bring in new products’ on My O2 app?

Dan76 — Tue, 12 Dec 2023 07:17:29 GMT

Thanks for your reply, I’ve tried registering as new on a different email but it brings up a message saying ‘we’ve found the following account for this mobile number

*****67@o****.uk‘

neither me or my husband have this email or have ever had. So we are now stuck as we can’t do anything. Nobody on the o2 chat seems to understand.
Do you know how my daughters phone is registered to a random email and how we can correct this?

Re: Where is ‘Bring in new products’ on My O2 app?

Enlli — Tue, 12 Dec 2023 09:02:33 GMT

Phones registered to random emails has come up once or twice before.

How to change it seems down to getting a customer service agent who knows what they are doing.

Have you thought of creating a new free Gmail account and using that?

Re: Where is ‘Bring in new products’ on My O2 app?

pgn — Tue, 12 Dec 2023 09:23:36 GMT

@Dan76 wrote:
Thanks for your reply, I’ve tried registering as new on a different email but it brings up a message saying ‘we’ve found the following account for this mobile number
*****67@o****.uk‘
neither me or my husband have this email or have ever had. So we are now stuck as we can’t do anything. Nobody on the o2 chat seems to understand.
Do you know how my daughters phone is registered to a random email and how we can correct this?

Looks remarkably like an e-mail I had registered to me by O2 many years back: p_n***********2@o2.co.uk - which you will be best reaching out to O2 via Social Media at the link below to get corrected. They may not respond immediately, but once you get a direct message to them, ping them every so often until you get a response (from Fri morning until early Sun morning when I got a response for me recently) @Dan76

Good luck!