O2 priority log in issue

[strawchoco]

I am having trouble logging into the O2 priority app. When I open the app and try to log in, I get a message saying “Your phone number XXXXXX is not eligible to enjoy priority”. The phone number they refer to is an old number (not O2) that I used to use the phone. I am not sure how the app is picking up the old number as the iPhone now has an O2 SIM. There is a ‘try a different number’ bottom below the message but the bottom does not work. I have tried deleting the app and reinstalling but still get the same message. Does anyone know how to resolve this issue? Thanks.

[MI5]

@strawchoco 

Check the number in Settings >Phone >My Number

[strawchoco]

Hello. Thanks for replying. I checked and it is showing the O2 number.

[MI5]

@strawchoco 

The other place to check is Settings >Tap your name at the top >Name, Phone number and email.

[strawchoco]

I checked and it is the same, showing the O2 number. It really is a mystery.

[MI5]

@strawchoco 

It is strange, but with iPhones, deleting the app doen't always clear the cache, so try going into the app data and deleting it manually.

You can also try logging in online at https://priority.o2.co.uk/

[strawchoco]

I did delete the app and try to access O2 priority online (from safari app) but got a massage “Your phone number is not eligible to enjoy priority”.

How do you go into app data and delete manually?

[MI5]

@strawchoco 

Settings and scroll down to find the Priority app.

Tap on it, then clear cache.

However, this is sounding more like an account issue, so you may need to contact customer services about it.

Numbers here Guide: Coronavirus Community Help and Support 
Or advice from an O2 Guru regarding a way to get through:
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.

[strawchoco]

I went to settings, priority app but do not have ‘clear cache’.

I actually have contacted O2 customer service on 11 December. The person I was speaking to completed a form and said I will hear from someone or get an email and I am still waiting. I thought I will post in case someone in the community can help. Thanks for all your advice.

[MI5]

@strawchoco 

I can ask if @O2Lisa can take a look for you in the morning.