2 photos IDs required to get help in o2 store

[Mikemike]

Hello,

Why o2 shops require 2 photo IDs to provide any help? I don't have 2 photo IDs.

Thank you

[Enlli]

This has come up recently in relation to collecting an item in store, but I've never heard of it when requiring help unless there is a security issue accessing an account

We are all customers here but you can contact O2 via social media

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.

But as this has come up before I'll tag a senior member of the team as many of us would like an answer to the ID problem

@RafaC @

[RafaC]

Thanks for the tag @Enlli, our team is going to ask for clarification on exactly which kind of photo IDs are accepted and also about having to present 2 of them in-store for different purposes. As soon as I have any updates on this I will reply here.

@Mikemike I will PM you in order to get more information about the situation.

[jonsie]

I thought one photo ID and one other form of ID was acceptable.

That's accepted in my local O2 store

[Enlli]

@jonsie Sadly, many people have no photo ID at all, but often have official paperwork.

Next time I'm at our shopping area I'll pop in and ask for an eSIM and see what happens 

[jonsie]

I quite agree with all those who have mentioned that some peple have no form of photo ID but this stipulation that people can only use click and collect with the ID required MUST be part of the buying process and MUST be part of that process by clicking an appropriate box BEFORE purchase.

That way there are no doubts nor uncertainties

[MI5]

No additional ID is required in store for account access if your sim is working and you have your phone with you as they will send a one time passcode to your number.

[Mikemike]

Then why they asked me for photo id in the store?

[MI5]

I guess it's because some people find it easier to be awkward than helpful.

[RafaC]

Hi all, O2 got back to me with some info: regarding in-store order collection, the official info is as follows (you can check at https://www.o2.co.uk/help/device-and-sim-support/collection-and-delivery)

“To collect your order in store, you'll need to bring your 4 digit collection reference, which you'll find on your confirmation email, and your passport or UK photo driving licence.

If someone's collecting for you, they'll need to bring the confirmation email which includes the 4 digit reference code and photo ID confirming both yours and their identity. This should be a passport or UK photo driving licence.

We'll look after your order for seven days – if you haven't collected by then we'll cancel the order and give you a refund.”

About general in-store assistance, for certain account specifics issues the same rules ID-wise would apply, but for general help no form of ID is required.

For instance, in order to be able to make an in-store SIM swap, you would need the similar documents as you for collection, as stated here: https://www.o2.co.uk/help/device-and-sim-support/activating-your-sim

Hope that helps