Auto top-up problem when debit card expires

[Fattyted]

I was notified my auto top-up had failed today because my debit card had expired.

I topped-up manually.

I then accessed my 02 wallet and removed the old card. I added my new debit card information.

I wanted to then check that my auto top-up was still in place (for next month onwards) and that the correct debit card was linked to it.

That’s where things became difficult:
- The debit card details showing on this page are the old/wrong ones https://autotopup.o2.co.uk/O2UK/Summary.aspx and (despite several attempts) I cannot update them.
- There is no way to remove the old card. I cannot edit the old card as it tells me ‘invalid card type’ for some reason.
- I cannot add the new card because it has the same number as the old card, causing a pop-up to appear informing me that ‘you cannot add the same card twice’.

Can anyone help please? I tried using the live chat but it said nobody was available to help me.

[jonsie · Accepted solution]

You need to call customer service.

Call 4445 from your mobile or use Skype to call 0800 032 1402

All other numbers and methods of contact are in this guide

Guide: Coronavirus Community Help and Support 

When you call, you will be asked for 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 an advisor.

Press Upgrade, Lost/Stolen or Fraud if you have to.

8am is the best time to call

[Fattyted]

OK thank you I will give that a try