My O2 app suddenly not working

[SamWise76]

 I have been an O2 customer for more years than I can remember but recently I’ve not been able to access the My O2 app. Same handset I’ve had for the last three years, same email address, same phone number but all of a sudden just can’t access anything in my account. So I tried logging in via the web and I can’t access any account stuff there either. Like how many minutes remaining etc and I’ve just had a message about data cap so would like to check, can anyone advise? I’ve already updated the app, uninstalled and reinstalled and that hasn’t helped. I’ve tried seeking help through the VA but just end up going round in circles 😞

[Wooch96]

I am also in the same situation. I've been told I have to create a new email address so I can register again for my account. I've had the same email for years and used it for O2. I don't want another email address and I don't want to have to remember to check it for important O2 messages 😡 I'm well out of contract with them so will be going elsewhere. As an IT professional myself I'd be hung if I'd implemented a system like this where I work !

[Oxonian]

@Wooch96 

If you really want to leave O2, this will assist you :-

Guide: Cancelling Your Contract 

However, one would hope that O2's IT issues will be resolved shortly, and that requiring a second e-mail address as a workaround will be a short-term requirement. You won't get any arguments from the regulars on this forum that O2 have really screwed-up, but I would suggest that the acid test is how and how quickly they rectify matters. 👍   

[SierraWhiskey34]

If you get in touch with O2 they can sort it in the background. Ended up going in to O2 store today for same issue on my Mum's account.  Had called O2 on 202 and the answer I got was "she'll need to create a new email address and register it", not a viable option for a 75 year old who has enough trouble with 1 email address and phone number! Rep in store spoke to Customer Care who said it should be sorted in 5-10 days.  Turns out the merger put O2.co.uk email addresses against the new accounts and because the original address was still on the old system it wouldn't let you register it again, but it is fixable, don't be fobbed off.

[Chillen]

Complete and utter joke, my app had my number plus my wife and daughters numbers so i could see all in one place, since late March 24 this all changed so much that now my own number is now under my wifes name and i can't access my own number which i have had for around 10 years, if i tried to add my family details again it tells me they are already registered to an account, phoned o2 several times, more or less saying i am telling lies and o2 wouldn't do that, the staff are completely clueless and useless, told me to try resetting the password, then it was a GDPR thing, they don't have a clue, so frustrating, not prepared to do anything about it.

[MI5 · Accepted solution]

@Chillen 

O2 have messed up a system update which is affecting thousands of customers.

1) You can use alternative email to gain access. Give this to O2.

2) Or you can also request the original email to be released from the original account, and this can then be added to the migrated 360 account (this can take up to 28 days, however should be done sooner) 

This is a customer to customer community, not O2, so we cannot access your account, sorry.

You need to contact O2.

Message them on Social Media. Facebook (https://o2uk.co/O2CFB) , Twitter (X) (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) or give them a call on 202 or 0344 809 0202 (contract) 4445 or 0344 8090222 (PAYG)

Guide: How to find help & contact O2