topic Re: Account Login/Verification email problems in My O2

Account Login/Verification email problems

AlexMac — Fri, 21 Dec 2018 13:22:36 GMT

Having to write this logged in to my partners o2 account because I can't get in to mine!

Ordered a new PAYG phone this morning, all appears to have gone through, but no email confirmation received. I've also had major problems logging in to the new O2 account I had to set up to order it.

At first I was able to log in, but kept hitting the 'verify your email' page. Have requested it to be resent NUMEROUS times, but absolutely nothing coming through.

Then it wouldn't even let me log in (started saying 'details do not match our records'), until eventually it has blocked the account for 30 minutes.

Tried the password reset via email option and surprise surprise, no email comes through.

I also tried changing the username/email from @googlemail to @gmail earlier (I always seem to receive mails to either regardless of which is used), just in case that was an issue.

Live Chat is not loading up at all.

Can't ring CS until late tonight as can't use mobile at work.

Anyone else having problems (unlikely to get a response as people can't post here if you can't even log on)?

Re: Account Login/Verification email problems

gmarkj — Fri, 21 Dec 2018 13:28:28 GMT

Have you checked your spam folder?
Also worth checking the spelling of the email (probably done but has to be mentioned).
If no reset your password links have come through then I suspect that there is an issue with the email address, and the same problem will have happened with the confirmations.

Re: Account Login/Verification email problems

Cleoriff — Fri, 21 Dec 2018 13:30:13 GMT

Hi @AlexMac

Have you tried using a different browser on your account?

If nothing works you will have to ring customer services https://www.o2.co.uk/contactus (live chat is problematic at the moment)

Best time to get through is 8-8.30am in the morning usually....

PS... as you see I am logged in just fine.

Re: Account Login/Verification email problems

AlexMac — Fri, 21 Dec 2018 13:44:38 GMT

Yep, checked spelling lol. Also checked spam/junk/every other folder even logged in via webmail.

I've also tried using both Firefox and Chrome on 2 different laptops.

Everybody else's mails to me are coming through fine.

Clearly O2's mail system is at fault, the question is whether it's just my account that's suffering with this problem, or is it more widespread?

Re: Account Login/Verification email problems

Cleoriff — Fri, 21 Dec 2018 13:50:07 GMT

@AlexMac

Yours is the first we have heard this week or so....It really needs CS to look into this for you.

Re: Account Login/Verification email problems

nickcrabtree — Fri, 21 Dec 2018 15:08:14 GMT

Same problem here - no verification email has arrived despite trying all the things mentioned above

Re: Account Login/Verification email problems

AlexMac — Fri, 21 Dec 2018 15:52:01 GMT

Out of interest Nick, do you have a telephone number associated with the account yet?

I only ask because obviously there ISN'T one linked to my new account (created when I ordered a new PAYG phone).

Just wondering if that has anything to do with it...

Also, are you with gmail or a different provider?

Again, trying to find any common links.

Re: Account Login/Verification email problems

AlexMac — Fri, 21 Dec 2018 16:05:58 GMT

Quick update: I've just had 2 emails come through relating to the username change from this morning. Both with links to click to validate the email address. Neither of them work though, as they both end up on a page saying the link was out of date. Sigh.

Not sure if I'll get eleventy billion emails come through tonight, or if this is a small blip, but it shows the email address is correct.

Re: Account Login/Verification email problems

EmilieT — Mon, 24 Dec 2018 10:28:48 GMT

Hi @AlexMac & @nickcrabtree, I was wondering if you were still having issues with this or if it resolved over the weekend?

Re: Account Login/Verification email problems

nickcrabtree — Mon, 24 Dec 2018 11:12:35 GMT

I got about 7 emails simultaneously the following morning. So all sorted for me.

Re: Account Login/Verification email problems

EmilieT — Mon, 24 Dec 2018 11:15:08 GMT

Thanks for the confirmation @nickcrabtree, good to hear it's all good now - and welcome to the forum

Re: Account Login/Verification email problems

AlexMac — Mon, 24 Dec 2018 14:51:01 GMT

Ditto, I got a slow stream of mails come through over the weekend (all of them with non-functioning links to validate address or change password) until the final ones came through which worked. Appears that the O2 mail servers were just being VERY sluggish. Worth noting for future readers: If your validation/password reset email doesn't show up straight away (or even for a few hours), clicking to request a resend only makes things take even longer!

Re: Account Login/Verification email problems

EmilieT — Mon, 24 Dec 2018 15:41:09 GMT

@AlexMac wrote:

Ditto, I got a slow stream of mails come through over the weekend (all of them with non-functioning links to validate address or change password) until the final ones came through which worked. Appears that the O2 mail servers were just being VERY sluggish. Worth noting for future readers: If your validation/password reset email doesn't show up straight away (or even for a few hours), clicking to request a resend only makes things take even longer!

Great, thanks for coming back to let us know as well @AlexMac, really glad it's working now - a merry Christmas to you both!