Common mistake is the security word is not your password.
Security word can be reset in your MyO2 or call customer service to give your details.
Have you tried contacting us via 202 and explaining what is happening? Customer service can then look into this for you.
Have you also downloaded My O2 on the device and logged in with a mobile number?
Once within the App, you can request the unlatching so that it will work on any network from the menu; the App should ID IMEI (International Mobile Equipment Identity) and sim card with a number.
If you have tried that, contacting O2 would be your best port of contact.
Hope you get it resolved.
All explained in the unlocking guide I posted above.
Read it carefully
I have the same problem. I've tried to submit the form three times but each time it says I failed the security. I clicked on the 'forgotten password' and answered the questions. I have checked I've given the right answers. It has now said that I've failed because I've tried too many times!!
I phoned 202 but if you are not calling about an urgent issue (theft/fraud), they just put the phone down on you (an automated process).
Even if I follow links on e.g. here or via the app, I get to the information page that has the unblocking form on it. There are no 'live chat' agents available just Aura who sends you round in circles!
I am hoping to pass on my old iPhone 6s to my son and buy him a non-o2 sim as there are better deals out there. I am still using the 6s at the moment as haven't ordered myself a new phone yet but trying to get organised. Thank goodness they've scrapped this locking phone business as it's a right pain.
Thank you in advance.