Error when Redeeming an Extra from My O2 Account

[AdamTrowse]

 I am trying to redeem an Extra which is a 6-month subscription to Audible. This was giving to me as part of a promotion from my O2 Account.

1. I click on "Redeem Now" from My O2 Account

2. It then take me to my Amazon Sign-In page

3. I sign into Amazon using my Amazon password

4. I then get an error stating "Activation error:We've encountered a problem. Please try again."

Why is this happening and how can I fit it so I get 

Thanks,

Adam

[MI5]

@AdamTrowse 

I believe you need a new amazon account with a new email address.

The other amazon offers cannot be added to existing amazon accounts either.

[jonsie]

I have 6 months Prime Video which is added to my existing account.

[MI5]

That was an offer with your tariff though, not an extra, right?

[jonsie]

As far as I know it was an extra. It did however come with a tariff change and I had to 'choose' an extra. It seems crazy to have to open another Amazon account when you have an existing one.

[MI5 · Accepted solution]

From the help page https://www.o2.co.uk/extras

Q. I already pay for one of these subscriptions. Can I still choose this extra?

A. No, you can only get an extra if you don’t already have an existing subscription with that partner.

[AdamTrowse]

This worked, thanks!

I really think O2 need to explain to customers the procedure for this.

[MI5]

@AdamTrowse 

Glad you're sorted and yes, it is in the help online but maybe not explained clearly enough as it's obviously confusing some customers.