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Level 1: Joiner
Posts: 3
Registered: ‎09-03-2016
Accepted Solution

Unauthorised access?

Got a text from O2 that contained a six digit code for 'retrieving my account'. I did not attempt to retrieve my own account. Should I be worried? Obviously someone has tried to access my account, but only my number received that text... Right?
Posts: 83,213
Topics: 577
Solutions: 4,092
Registered: ‎04-01-2009

Re: Unauthorised access?

Check all is ok in My O2, change your password and then call customer service on 202 at 8am to query the text.

Posts: 114,167
Topics: 569
Solutions: 15,377
Registered: ‎04-04-2012

Re: Unauthorised access?

The text codes are sent to the phone registered on the account as a security measure. No one can reset a password without the code (this is also the reason why these codes can't be received in the Tugo app).
It could have been malicious or accidental but either way the system has blocked access so it's working.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Level 69: Guiding Light
Posts: 16,533
Registered: ‎31-03-2010

Re: Unauthorised access?

With the number of scams flying around at the moment, it's always a good idea to double check with customer service before replying to a text or email. Scammers rely on people panicking and having knee-jerk reactions to reply immediately or click on malicious links if they get a message that their account may be compromised. Staying calm and verifying whether the message is legitimate is always the best course of action.

I DO NOT WORK FOR O2



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Posts: 114,167
Topics: 569
Solutions: 15,377
Registered: ‎04-04-2012

Re: Unauthorised access?

and always go to your web browser and type in your web addresses directly - never click a link in a text or email, for the same reason as stated above.
I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.

Currently using:
OnePlus 6 (O2 & Sfr), Z3 Tablet (Three UK), iPhone 8+ (EE)
Community Manager
Posts: 7,439
Registered: ‎18-02-2016

Re: Unauthorised access?

Hi @Scotteh Welcome to the community! Please come back and let us know the situation once you have spoken to customer services. 

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Posts: 2,174
Topics: 124
Kudos: 176
Solutions: 44
Registered: ‎06-11-2014

Re: Unauthorised access?

well, I know that the codes can be bypast in store, as ive done this when I lost my phone and needed a new sim, it was a pain in the rear though, because they needed my bank details, password, security question, inside leg measurement lol. So yeah, the system does work. The staff cant access the account without it.
Current Phone: Sony Xperia XZ Premium