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Level 1: Joiner
Posts: 7
Registered: ‎05-12-2017
Accepted Solution

My O2 username changes

Hi all

 

I recently changed my username from an old email address to a new email address which all works fine.

 

If I click on forgotton password link and enter my old email address, I still get an email to my old email asking me to reset my password. Surely this should not be possible?

 

2frustrated

Posts: 116,769
Topics: 575
Solutions: 16,218
Registered: ‎04-04-2012

Re: My O2 username changes

I can't see why it shouldn't be possible but it shouldn't be doing it.
Have you verified your new email address by clicking the link to prove the email is correct?
If you have it will be one for @Marjo or @Martin-O2 to look into for you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 1: Joiner
Posts: 7
Registered: ‎05-12-2017

Re: My O2 username changes

Thanks for your reply.

Yes, my new address has been verified. I will PM @Marjo or @Martin-O2 to see what they say.
Posts: 116,769
Topics: 575
Solutions: 16,218
Registered: ‎04-04-2012

Re: My O2 username changes

They will see the tags and contact you tomorrow with the questions needed to help you.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Community Manager
Posts: 7,607
Registered: ‎18-02-2016

Re: My O2 username changes

Hey @2frustrated I've received and replied to your message. Get back to me when you have a minute. wink

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Community Manager
Posts: 7,607
Registered: ‎18-02-2016

Re: My O2 username changes

@2frustrated I've received a response to this question. 

 

When you select an option to reset My O2 username/password via email it will allow to enter any email address (valid or not).

 

Any email address you can possibly type will give you a confirmation: ‘We've sent you an email to example@o2.com'. 

 

Using this option you can enter your old email address however you won't be able to reset the password from the sent link unless the email is the same one as your sign in email and you will get the following message - ‘We are unable to proceed with recovering your account. Please contact Customer Services to recover your account details'

 

I hope that makes sense but if not please let me know. wink

COVID-19 support - Help and support from O2 during the lockdown
Access for You: Registration - Find out how to register for our Access for You service.
Just joined the community or thinking of registering? Check out this handy starter guide!
Have a query about your account? login to My O2 for help


If you'd like to take part, why not register? Smiley Happy
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Level 1: Joiner
Posts: 7
Registered: ‎05-12-2017

Re: My O2 username changes

Great!

 

Thanks for clearing this up Martin!