You won't be able to activate Prime with an email that is already associated with an account.
Have you seen the guide below for activating extras @Helly82 ?
Guide: Adding and removing O2 Extras
If that doesn't work you need to get in touch with customer services - either call 202 from your pay monthly phone or use one of the social media links:
Facebook ( https://o2uk.co/O2CFB) , Twitter ( https://o2uk.co/O2CTW) or Instagram ( https://o2uk.co/O2CIG)
Please note, this is not customer services and we cannot access your account. Do not publish personal details (email, phone number, bank account).
Link to our guide on how to contact them can be found here
