Your O2 account has not been activated

[AAC]

I've recently transferred a phone from a business account to a personal account but I can't log-in to My 02 to get my bills.

I'm using the 'Get help signing in option'. This prompts for a phone number and sends a code which all checks out fine.

After entering the code it says that two accounts were found, one is my old company email, the other is my personal one.

If I select the personal one and click 'Reset password' I get an error message saying 'Your O2 account has not been activated' and I remain on the same page. I thought maybe this was because I had not registered but when I attempt to register the same thing happens.

If I do log in with the other account this works fine, but none of my recent bills are listed (which is what I'd expect).

Any suggestions?

Thanks.

[MI5 · Accepted solution]

@AAC 

Call O2 in the morning from 8.00am

Guide: Coronavirus Community Help and Support 

You can also message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[AAC]

Yeah - so far not much luck getting through but I'll give that number a go - thanks

[MI5]

Call early to beat the rush @AAC 

[Salman]

I had this same issue and no one at the o2 customer support realised what was wrong with my account. Checking my email I realised I never clicked the link to "Validate" my email address when they created my account when I joined O2.

All you have to do is ask the customer support to resend you that validation link, if it doesn't work ask for an email change on your account and that should send you an email validation link and you can take it from there. (I couldn't receive another validation link so I asked for an email change and then reset my password)

[TonyEE]

Get O2 to change the email for another email address and start the process again (do not use one that has already been used on an O2 account.

The issue occurs with accounts that have been created through 3rd parties (ours was Virgin and its a technical fault at 10/03/22) password reset will not work as the account has not been activated, they will still send password reset to you as that is all they will try, as their system will show the account as active (but that is the mobile account not the MyO2 account) 

It appears it the initial verify you email address that is the key and if this is not done within the time frame maybe 24hr poss 48 then the account will not have been activated and even if the resend a verify email address mail out it wont work as the email address is the same.

Password reset do not work, you will get the link but each time you click it it will say the account is not active again.

getting them to change the email to a new one worked fine so this is the best fix otherwise you will on the phone with many tech support people trying the same thing over and over!

After we tried my suggestion to 3 people to listen! we are up and running!

good luck

[Nedthecat]

Thanks, this worked for me too!

[02C02]

I can confirm that changing the email address instantly solved the same problem for me as well. 

[Oxonian]

That's good news @02C02 and thanks for the information.