When I try to access my o2 app it says I dont have an account, I have had an account for 4 yrs

[Esta]

I am unable to access my o2 app to see what data or calls usage is available.  When I try to log in it doesn't recognize my email & password..but will let me reset it and send me an email to reset it. I then try to log on with the details confirmed by o2... for it to only say I dont have an account with o2. I definitely have an account and o2 are taking a direct debit every month no problem... why cant I access my o2 account ? 🤯... so frustrating just going round in circles. 

[MI5]

@Esta 

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

You'll need a new email address that's not been used on O2 before.

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 

[SierraWhiskey34 · Accepted solution]

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.