Unable to log in

[shannonshan]

Hello, i got a new phone today and i was unable to remember my password so i reset my password, the code is coming up in valid and then is working after sending the code 12 times and then i go through the procedure of changing my password but its saying incorrect password on my new phone but i typein the new password into my old phones my o2 app and it works first time. Ive tired to phone o2 several times for help with this issue and keep getting cut off and ask my to go through the my o2 app but im unable to do anything through my app and its not letting me contact a guru for support.
Any help you can offer will be greatly appreciated

[Cleoriff · Accepted solution]

You need to contact O2 and ask them to reset your account. All numbers in this guide Guide: Coronavirus Community Help and Support and

Guide: How to find help & contact O2 

[shannonshan]

Thanks I've phoned the o2 customer services a number of times and i get so far and then i get cut off so ill maybe try again tomorrow if not ill go into my local store to see what they can do

[Bambino]

@shannonshan Try calling again early in the morning (8 am) or call in store if you have one nearby.

Because you're not buying anything, O2 doesn't consider your call important, so if you do call again, use the Lost/Stolen or Fraud option if you have to, to get through. Otherwise you'll just be disconnected.

Another suggestion. As you don't seem to have gotten very far with your new phone, try doing a factory reset and starting from scratch.

[shannonshan]

Thank you ill give them a phone first thing and if i get no joy ill go into store on monday