Billed on Monday, tariff cancelled on Wednesday without my instruction and with no explanation

[BL1]

I am currently on a £10 Rolling Pay As You Go tariff. On Monday I received an email to say they would be taking my £10 as normal. On Wednesday I received an email saying "as you are no longer an O2 Rolling plan customer, we’ve refunded your payment made on 03/09/2025 and now fully cancelled your £10 Rolling plan" with no explanation

I am currently abroad so only able to use data when on wifi which is a massive inconvenience. What is my best course of action here? Should I just sign up again for the same tariff? Thanks 

Edit - After speaking to 4445, it appears all rolling tariffs have been cancelled and I've been moved to a standard PAYG tariff. My 02 account says I dont currently have a tariff selected and I need to set a rolling plan. Clicking on this link takes me to an option to set up a £10 PAYG Rolling Plan, which I believe I was previously on. What's going on here?

[pgn]

Has your payment card expired, @BL1?

You can add £10 credit to your number via any of the methods here, Guide How to Top Up (PAYG) as you should have reverted to a Big Bundle. Once you check your card details are correct, the rolling plan should resume next month.

Pay As You Go: Introducing "Rolling Plans" 

and https://www.o2.co.uk/termsandconditions/mobile/rolling-plan-terms-and-conditions

1. On your monthly renewal date, we will attempt to deduct payment from your registered payment card and if successful, the Rolling plan will automatically renew on your monthly renewal date and you will receive your new inclusive monthly allowances. If we cannot take payment from the card registered to your account, your Rolling plan will not renew. We will send you a notification by both text message and email using the email address you used to register on MyO2. Until you renew your Rolling plan by updating your registered payment card details with one that can successfully make payment, any calls, text messages, data or additional services you use will be deducted from any top-up credit balance you have at standard rates. To renew your Rolling plan, you will need to update your card details in order to reactivate it and receive the benefits associated with it. If you do not start a new Rolling plan allowance within 30 days of an unsuccessful payment, you will be reverted to our £10 Big Bundle Standard Plan until you choose to switch back to Rolling plan as an existing customer in accordance with clause 4.

2. It is your responsibility to ensure your debit or credit card account has sufficient funds to pay for your Rolling plan and we shall not be responsible for any additional charges which may be imposed on you by your bank or card issuer.

3. You can cancel your recurring card payment authorisation by giving notice to us in accordance with our standard Pay As You Go Service Terms.

4. If your SIM remains unused for a continuous period of 6 months, your recurring card payment authorisation will be automatically cancelled and your SIM will be migrated to our £10 Big Bundle Standard Plan (until you choose to switch back to Rolling plan as an existing customer in accordance with clause 4).

[BL1]

Edit - Sorry didn't read your reply clearly. I'll go through the things you suggested and see if that fixes things. Thanks

[BL1]

The card hasn't expired. From reading your reply, it appears that this should have happened automatically which it hasn't. As I said in my edited original post my 02 account says I dont currently have a tariff selected and I need to set up a rolling plan. Clicking on this link takes me to an option to set up a £10 PAYG Rolling Plan, which I believe I was previously on. I am assuming I should just go through this process?

[pgn]

Do reach out to O2, all the ways are here (ignore the X links - broken process there of late) - Guide: How to find help & contact O2 

You should be able to top up the existing, so long as O2 have not disconnected your SIM.

Good luck!

[BL1]

Do you think I should contact 02 rather than just choosing a new tariff and going through the process in that way? I have attached a screenshot of my 02 account to show the current status

[pgn]

As mentioned earlier, it seems like O2 have not been able to take this month's Rolling top-up from your card, for whatever reason.

I would go to 

https://myo2payg.o2.co.uk/webtopup/details

and ignore the Sign In button, and add £10 to your mobile - make certain you enter your phone number correctly - this assumes your SIM is still active and can receive calls and texts, @BL1.

You may choose to take it up with O2 later should you wish, or if your SIM has dropped out of service. Good luck!