My O2 username changes

[2frustrated]

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

[MI5]

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.

[2frustrated]

Thanks for your reply.

Yes, my new address has been verified. I will PM @Marjo or @Martin-O2 to see what they say.

[MI5]

They will see the tags and contact you tomorrow with the questions needed to help you.

[Martin-O2]

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

[Martin-O2 · Accepted solution]

@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. 

[2frustrated]

Great!

Thanks for clearing this up Martin!