topic Re: Unable to log in in Tech Support

Unable to log in

No_access — Wed, 04 Jun 2025 05:08:51 GMT

Hi I'm unable to log in to my account, its asking me for a code I don't have access to my number is there another way of doing it?

Re: Unable to log in

pgn — Wed, 04 Jun 2025 05:33:41 GMT

You will have to contact O2, preferably via Social Media using either of the two links just below, @No_access - and be persistent until an agent engages with you. Good luck!

Re: Unable to log in

Enlli — Wed, 04 Jun 2025 07:33:08 GMT

I have a different number set in my contract details. When asking to send a code it gives me the option of that or my actual phone number.

Worth considering once you are sorted

Re: Unable to log in

pgn — Wed, 04 Jun 2025 09:14:23 GMT

@Dave-O2

Any chance of the instructions for doing this:

@Enlli wrote:
I have a different number set in my contract details. When asking to send a code it gives me the option of that or my actual phone number.
Worth considering once you are sorted

...as a preface to this guide?

Sounds like it may add value and remove hassle... 😉

Re: Unable to log in

Dave-O2 — Wed, 04 Jun 2025 14:36:46 GMT

Thanks for the tag @pgn

@No_access So i can test if we can get an alternative contact added to your account, can you please PM me your current mobile number?

Re: Unable to log in

Enlli — Wed, 04 Jun 2025 15:41:39 GMT

@Dave-O2 I've PM'd my numbers as well

Re: Unable to log in

Dave-O2 — Thu, 05 Jun 2025 10:50:23 GMT

Thanks @Enlli

If this works for you, it seems i'll need to test adding an alternative number for @No_access, so they can try & access My O2.

@pgn Do you have an alternative number currently linked to your account? If not, can we test the journey to sign into My O2 if a different alternative number is added?

Re: Unable to log in

Enlli — Thu, 05 Jun 2025 11:24:47 GMT

Logging in from an unknown computer.

Dialogue when requesting code

Re: Unable to log in

pgn — Thu, 05 Jun 2025 12:32:03 GMT

@Dave-O2 I added a second number this way, but still only getting one option when challenged on sign-in to MyO2 Web:

https://community.o2.co.uk/t5/Tech-Support/New-Sim/m-p/1796133/highlight/true#M56927

However, still only my own contract phone number appears. Which is my preferred main contact number.

What do you need to test?

Re: Unable to log in

Dave-O2 — Fri, 06 Jun 2025 12:49:38 GMT

Thanks @pgn

Sounds like you've done my testing for me 😉

Let me take this away and find the correct journey to have more than one option to send your code via SMS 👍